Refund & Cancellation Policy

Version 1.4 · Effective 2026-09-25

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, the Customer receives a full automatic refund. No review needed — this is the Hero's responsibility.

If a Hero simply doesn't arrive, you are covered two ways and you do not have to watch the clock for either:

• 60 minutes after the scheduled start, a Report a no-show button appears on the booking. Tapping it cancels the job and refunds you in full, right away.
• 2 hours after the scheduled start, ChoreHero cancels and refunds it automatically if you haven't.

The hour of grace is deliberate. Traffic, parking and a job running long are ordinary, and a Hero who is fifteen minutes behind is late, not absent. If yours is running behind they can tell you in the app, and you can always cancel instead of waiting — see below.

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

If a Customer Cancels

Two things decide your refund: whether a Hero has committed to the job yet, and how close it is to the start. Whichever applies first is the one that counts.

• Before a Hero has accepted: full refund, always. No one has set the time aside yet, so there is nothing to make up for — this holds no matter how soon the job was booked for.
• Within 1 hour of booking: full refund, as long as the job is still more than 2 hours away. This is here so a wrong address, a wrong date or a double-booking costs you nothing to undo.
• More than 24 hours before the scheduled start: full refund.
• Between 24 and 2 hours before the scheduled start: 50% refund — the remainder goes to your Hero for the time they set aside.
• Less than 2 hours before: non-refundable. The Hero has held the time and turned down other work for it.
• Once your Hero is on the way, has arrived, or has begun work: non-refundable, whichever of the above would otherwise apply. Once a Hero is traveling to you they have already spent the trip.

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

Where the rest goes. Whenever part of a cancelled booking isn’t refunded, your Hero is paid their usual share of it — the same split they earn on work they complete — because they held that time for you and turned down other jobs to do it. ChoreHero does not make more from a booking that falls through than from one that goes ahead.

Rescheduling

Need a different time? Message your Hero. If the new time works for them they will move the booking from their end, and you will get a notification as soon as it does. Moving a booking is free and there is no limit on it.

Two things worth knowing: until your Hero actually moves it, the booking stays on its original time and the no-show protections above still run against that time. And once it moves, the 24-hour and 2-hour windows above are measured against the new time.

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.*