Cancellation and refund policy

Plans change. This is what happens when a booking is cancelled — for both sides.

If you cancel as a customer

• More than 24 hours before start: full refund, including the Casamigo service fee.
• Between 2 and 24 hours before start: 75% of the job price is refunded; the remaining 25% goes to the professional as compensation for the late cancellation. The service fee is not refunded in this tier.
• Less than 2 hours before start: no refund — the professional keeps the payment for the confirmed booking.
• Refunds reach your original card within 5–10 business days (Stripe processes them).

Once the professional has checked in at your address or the work is underway, cancellation closes and any issue is handled through the dispute flow instead.

If the professional cancels

You get a full refund automatically, including the service fee — and we help you find someone new. Repeated cancellations have consequences for the professional, from pausing direct booking to account suspension.

Subscriptions

Each visit is charged 1–2 days before it happens, so skipping or cancelling a visit that hasn't been charged is free. A visit that has been charged follows the same refund ladder above. You can cancel future visits at any time.

Projects

Projects have no fixed refund schedule, because materials may already be bought and work may be underway. If you need to stop, open a dispute — our team reviews receipts, photos and time invested, and decides a fair split.

Your statutory right of withdrawal

As a consumer you also have a 14-day right of withdrawal from the day of booking, separate from the ladder above. If you withdraw before the service has started, you receive a full refund including the service fee. To exercise it, use the form and instructions on our withdrawal page — ordinary in-app cancellations follow the cancellation policy above.