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Cancellation & Refund Policy

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1. Introduction

At Zippy Services LLC ("Zippy"), we strive to provide excellent service and customer satisfaction. This Cancellation & Refund Policy explains your rights and options when you need to cancel a service or request a refund.

By booking services through Zippy, you agree to the terms outlined in this policy.

2. General Cancellation Policy

2.1 Standard Services - Full Refund

For most standard services (lawn care, house cleaning, pool maintenance, etc.), you may cancel and receive a full refund if you cancel:

  • Before a professional has been assigned to your booking
  • After assignment but before the professional begins travel to your property
  • Before the professional arrives on-site at your property

How to Cancel: Log into your customer portal to cancel. You can also ask the AI Genie to cancel the service for you.

2.2 No Refund After Service Begins

Once a service professional arrives on-site at your property and begins providing the requested service, no refund will be issued for cancellations.

Exception: If you are unsatisfied with the quality of service, please see Section 5 (Satisfaction Guarantee) below.

3. Services Requiring Materials or Products

3.1 Material Purchase Commitment

Some services require a professional to purchase materials, products, or supplies on your behalf (examples: firewood delivery, supply runs, specialty materials, plants, mulch, etc.).

Once the professional has purchased materials for your service, the service cannot be canceled for a full refund.

3.2 Cancellation Scenarios for Material-Based Services

✅ Full Refund Available:

You may cancel for a full refund if you cancel before the professional:

  • Has purchased or picked up any materials, products, or supplies
  • Has incurred any costs on your behalf

⚠️ Partial Refund or No Refund:

If the professional has already purchased materials, products, or supplies:

  • Material costs are non-refundable - You will be charged for the full cost of materials purchased
  • Service fee may be partially refunded - Depending on how much work has been completed
  • Travel and pickup fees are non-refundable - The professional has already incurred these costs

⛔ Example - Firewood Delivery:

If you book a cord of firewood delivery and the professional purchases the firewood ($200), then you cancel before delivery:

  • Firewood cost ($200): Non-refundable - The pro has already paid for it
  • Delivery fee ($50): May be partially refunded if not yet delivered
  • Zippy service fee: May be partially refunded

The professional would deliver the firewood to you, or you would forfeit the material cost if you refuse delivery.

3.3 How You'll Be Notified

When booking services that may require material purchases, we will:

  • Clearly indicate in the service description that materials may be required
  • Notify you via the Zippy app/portal when the professional is about to purchase materials
  • Give you the opportunity to cancel before the purchase is made (when possible)

4. Recurring Services

4.1 Canceling Recurring Services

You may cancel your recurring service subscription at any time through your customer portal.

  • Future services: Will be canceled immediately upon your request
  • Current/scheduled service: Follows the standard cancellation policy (see Section 2)
  • No early termination fees: There are no penalties for canceling recurring services

4.2 Modifying Recurring Services

You can modify your recurring service schedule, frequency, or service details at any time. Changes take effect for the next scheduled service.

5. Satisfaction Guarantee

If you are not satisfied with the quality of service provided, we want to make it right.

5.1 Quality Issues

If the service does not meet your expectations or was performed incorrectly:

  • Contact us within 24 hours of service completion
  • Please log into the customer portal and let the AI Genie know your concerns
  • We will work with you to resolve the issue through one of the following:
    • Send the professional back to correct the work (at no charge)
    • Assign a different professional to redo the service
    • Issue a partial or full refund, depending on the circumstances

5.2 Our Commitment

We stand behind the quality of services provided through our platform. If there's a genuine quality issue, we will make it right - either through corrective work or a refund.

6. Refund Processing

6.1 Refund Timeline

  • Approved refunds are processed within 3-5 business days
  • Refunds appear on your original payment method within 5-10 business days (depending on your bank)
  • You will receive email confirmation when the refund is processed

6.2 Refund Method

All refunds are issued to the original payment method used for the booking. We cannot process refunds to different cards or payment methods.

6.3 Partial Refunds

In cases where a service is partially completed or materials have been purchased, we may issue a partial refund calculated as:

  • Total charged minus cost of materials/work completed minus reasonable fees
  • We will provide a detailed breakdown of the partial refund calculation

7. Exceptions and Special Circumstances

7.1 Weather-Related Cancellations

If a service must be canceled due to severe weather or unsafe conditions:

  • Initiated by Zippy or the professional: Full refund or free rescheduling
  • Initiated by customer due to weather preferences: Standard cancellation policy applies

7.2 Service Claiming and Auto-Cancellation

Once a professional claims a service, they have 1 hour to begin the claimed service. If the professional has not begun the service within this time:

  • The service will be automatically cancelled and returned to the available job pool
  • Another professional will have the opportunity to claim your service
  • You will be notified if your service becomes available again

7.3 Access Issues

If the professional cannot access your property due to incorrect access instructions or locked gates:

  • The professional will attempt to contact you
  • If access cannot be resolved within 15 minutes, the service may be canceled
  • You will be charged a trip fee (typically $25-50) for the professional's time and travel
  • The remaining amount will be refunded

8. Dispute Resolution

If you disagree with a cancellation or refund decision:

Please log in to the customer portal and let the AI Genie know your concerns. The AI Genie will escalate your concerns and we will review your case and respond within 2-3 business days.

Our goal is always to be fair to both customers and service professionals. We review each case individually and make decisions based on the specific circumstances.

9. Contact Us

For cancellations, refund requests, or questions about this policy, please contact us using the Customer Portal AI Genie.

Zippy Services LLC

Service Area: Frisco, TX and surrounding areas in Collin and Denton Counties

10. Changes to This Policy

Zippy reserves the right to update this Cancellation & Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date.

Material changes to this policy will be communicated to customers via email. Continued use of our services after changes constitutes acceptance of the updated policy.

By using Zippy Services, you acknowledge that you have read, understood, and agree to this Cancellation & Refund Policy.

This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.