Refund & Cancellation Policy

Version 1.2 · Effective 2026-08-29

This policy explains when cancellations and refunds happen on ChoreHero. It's designed to be fair to both Customers and Heroes — protecting Customers from no-shows and poor service, while protecting Heroes from bad-faith claims.

How Payment Works

When a Customer books a Hero, the payment is charged and held by ChoreHero. The Hero's earnings are released after the job is completed. This hold is what makes the protections below possible.

If a Hero Cancels or Doesn't Show

If a Hero cancels a confirmed booking, or fails to arrive within a reasonable window of the scheduled time without notice, the Customer receives a full automatic refund. No review needed — this is the Hero's responsibility. Once the scheduled time has passed, you can report a no-show directly from the booking in the app.

Repeated cancellations or no-shows by a Hero may affect their standing on ChoreHero.

If a Customer Cancels

• More than 24 hours before the scheduled start: full refund.
• Between 24 and 2 hours before the scheduled start: 50% refund — the remainder compensates the Hero for the reserved time.
• Less than 2 hours before, or after the Hero has arrived or begun work: non-refundable, since the Hero has reserved or performed the work.

The exact refund amount is always shown before you confirm a cancellation.

If You're Not Satisfied With the Work

ChoreHero stands behind the experience, but to keep the marketplace fair we review quality concerns rather than refunding automatically. Here's how it works:

1. Report before the job auto-confirms — you have 24 hours after the Hero marks the job complete. Tap "Report an issue" on the job confirmation screen and describe the problem. Photos help.
2. The Hero has a chance to make it right — often by returning to address the specific concern.
3. ChoreHero reviews the report, any evidence, and both sides. We may issue a full or partial refund, arrange a re-clean, or decline the claim if it isn't supported.

Why we review instead of auto-refunding: automatic "I'm not satisfied" refunds invite abuse — a person could receive a completed service and then claim dissatisfaction to get it free. Requiring a prompt report, giving the Hero a chance to remedy, and reviewing the evidence protects honest Customers and honest Heroes alike. Claims made after the 24-hour window, or without a genuine, describable issue, may not be eligible.

Disputes and Chargebacks

If you have a concern, please use the in-app reporting process first — it's faster and fairer than a bank chargeback. Filing a chargeback without first contacting us may result in account suspension while the dispute is investigated.

Off-Platform Transactions

This policy only protects bookings and payments made through ChoreHero. If you arrange a service or payment off-platform, none of these protections apply, and it violates our Terms of Service.

Changes

We may update this policy. The current version is always in the app with its version number and effective date.

Contact

Refund questions or to report an issue: support@choreheroapp.com.

*Fair to Customers. Fair to Heroes. That's how a marketplace lasts.*