Refund policy
We value transparency and security in our payment and refund processes. Please review the following policies. This policy is part of our Terms of Service and applies to charges made on or after November 20, 2026.
Payment Information
Secure Payments: All payments are processed through our trusted third-party provider, Stripe. For your security, do not make payments off-platform.
Processing Fee: Sous adds a 3% payment processing fee to each charge. Your chef's quote shows this fee and the total you will pay before you book. The fee also appears on every receipt.
Special Occasions
A 50% deposit is required to secure your booking. The price is the one in the proposal you accept.
The remaining 50% balance is charged automatically 72 hours before the service.
If you book within 72 hours of the service, you pay 100% of the service cost at booking.
Groceries are charged at cost after the chef uploads the grocery receipt.
One-Time Meal Prep
You pay the chef's fee when you book.
Groceries are charged at cost after the chef finishes shopping.
Weekly Recurring Meal Prep
Your payment method is charged automatically for the chef's fee and groceries when the chef uploads the grocery receipt, or when the service is complete if the chef does not grocery shop.
The hourly rate on a chef's profile is an estimate. Your fee can vary with the menu, number of meals, and prep time. Your quote shows the expected fee before your first service.
After each service, you get a receipt showing the chef's fee, groceries, processing fee, and total.
Cancellations and Refunds
Cancel early and you get a full refund. Cancel late and a fee may apply.
Meal Prep (one-time or weekly): Full refund if you cancel at least 48 hours before the service. If you cancel or reschedule less than 48 hours before, Sous may charge up to 50% of the expected chef's fee, plus the cost of any groceries the chef has already bought.
Special Occasion Deposit (50%): Refundable if you cancel at least 72 hours before the service. After that, it is non-refundable.
Special Occasion Balance (50%): Refundable if you cancel at least 24 hours before the service. After that, it is non-refundable.
Expected Chef's Fee: For weekly meal prep, this is the fee for your most recent completed service, or your quoted fee if you have not had a service yet.
Rescheduling: Moving a meal prep service to a new time less than 48 hours before it starts counts as a late cancellation.
Late Bookings: If you book a meal prep service less than 48 hours out, or a special occasion less than 72 hours out, the late cancellation charges above apply from the moment you book.
Chef Can't Get In: If the chef arrives on time and can't get into your building or home, they will contact you and wait at least 30 minutes. If you still don't provide access, Sous may treat the booking as a customer cancellation. You may be charged for the chef's reserved time and any groceries bought, as described in our Terms of Service.
Completed Services: Completed services are not refundable unless the chef agrees, or Sous finds a billing error (see below).
Emergencies: Sous may waive a late cancellation charge at its discretion. Email help@sous.so if something came up.
Billing Errors and Receipts
Report any charge you think is wrong within 30 days and we will look into it.
How to Report: Email help@sous.so within 30 days of the charge date. Include the order and what looks wrong.
Grocery Receipts: Chefs keep grocery receipts for at least 90 days. Ask and we will get you a copy within 7 days. If a chef can't back a grocery charge with a receipt, we may refund or credit it.
If We Find an Error: We refund it to your original payment method or give you account credit. Credit applies to future Sous charges, has no cash value, and can't be transferred.
Processing Fee on Refunds: When we refund a charge, we also refund the 3% processing fee on that amount.
Fee Higher Than Expected? Ask your chef or Sous to explain it. You can change or cancel future services under the rules above.
Refund Process
Eligible cancellations made through the app or web app are refunded automatically.
Refunds take 5 to 10 business days to process and go back to your original payment method. Your bank may take longer to show them.
How Do I Cancel a Booking?
Open the web app or iOS app.
Navigate to your order.
Select "More Options."
Choose "Cancel."
Contact Information
For questions about refunds or this policy, email us at help@sous.so.