1. Cancellations by you
More than 24 hours before your start time: free. Full refund to your original payment method (3–5 business days).
Within 24 hours of your start time: refunded less a 25% service fee (plus HST on the fee). The exact amounts are shown before you confirm the cancellation.
After the visit has started: no refund. Your bee is entitled to payment for work already underway.
2. Reschedules by you
More than 24 hours before: free, any available slot.
Within 24 hours: $25 late-change fee, charged to your card on file. This compensates your bee for a held slot they can no longer fill.
3. Cancellations by us
If we cancel for reasons within our control (bee illness with no replacement, dispatch error), you choose: full refund or priority rebooking with a $15 credit. We notify you as early as physically possible.
Weather (for exterior/seasonal services like snow shovelling): we reschedule free of charge; recurring shovelling clients are cleared within 12 hours of snowfall ending.
4. Refund mechanics
Refunds go to the original card. Credits and promo codes used on a cancelled booking are restored where policy allows. Late fees are non-refundable once the slot was held.
Ontario Consumer Protection Act, 2002: internet agreements may be cancelled within statutory periods where the Act applies; where the CPA grants you rights beyond this policy, the Act prevails.
5. The re-clean guarantee
Not a refund scenario, but worth repeating: if a booked task wasn't done properly, tell us within 24 hours and we re-clean it free.