Refund policy

We value transparency and security in our payment and refund processes. Please review the following policies:

Payment Information

• Secure Payments: All payments are processed through our trusted third-party provider, Stripe. For your security, do not make payments off-platform.

• Special Occasions:

  • For Special Occasions, a 50% deposit is required to secure your booking.

  • The remaining 50% balance is automatically charged 72 hours before the service.

  • After the chef uploads a grocery receipt, the customer will be charged for the cost of groceries.

  • If service is scheduled to take place within 72 hours of booking, the customer will be required to pay 100% of the service cost to secure the booking

• One-time Meal Prep Services:

  • Customers complete payment to confirm their booking. Groceries are charged after the chef completes shopping.

• Weekly Recurring Meal Prep Services:

  • For recurring services, the customer’s payment method will be charged automatically for both service and groceries when the chef uploads a grocery receipt (or upon completion of the service if the chef does not grocery shop).

Refund Eligibility

Customers are eligible for a refund under the following conditions:

• Special Occasions:

  • Deposit Refund: The 50% deposit is refundable if canceled at least 72 hours before the service, at which point it is non-refundable.

  • Remaining Balance Refund: The remaining balance is refundable if canceled at least 24 hours before the service, at which point it is non-refundable.

• Meal Prep Services: Refundable if canceled at least 48 hours before the service.

Refund Process

To request a refund:

• Eligible customers must cancel their service through the app or web app.

• Refund requests for eligible cancellations will be automatically processed.

Processing Time

Refunds may take 5-10 business days to process and will be issued to the original payment method. Please note that the timeline for the refund to reflect in your account may vary depending on your bank's processing times.

Non-Refundable Services

Refunds are not available for:

• Meal Prep services booked within 48 hours of the service time.

• Special Occasion services booked within 72 hours of the service time.

• Services already completed unless the chef consents to the refund.

How Do I Cancel a Booking?

To cancel a booking:

1. Open the web app or iOS app.

2. Navigate to your order.

3. Select "More Options."

4. Choose "Cancel."

Contact Information

For inquiries regarding refunds or our refund policy, please email us at help@sous.so.