Cancellation policy
Our cancellation policy is a fair balance for both customers and Elves.
ARTICLE QUICK LINKS
How to cancel
Fees and refunds
> If you cancel
> If your Elf cancels
FAQ
How to cancel
To cancel a single appointment, click the cancel link on the top of your appointment page.
💡 After canceling, you can reschedule to transfer your menu.
To cancel a recurring appointment, click the red x from your schedule.
Fees and refunds
Our cancellation fees and refunds are designed to encourage you and your Elf to give lots of advance notice if canceling.
🧑🏽If YOU cancel
To keep great Elves cooking for you, we ask for a $35 deposit to hold a reservation and advance notice when canceling.
| Full refund | Loss of $35 deposit |
| If you cancel by 5pm, 3 days prior | If you cancel after 5pm, 3 days prior |
| Ex: For Monday's spot, you cancel on Thursday | Ex. For Monday's spot, you cancel after 5pm on Friday |
⚠️COVID-19: If you or a member of your household have tested positive for the virus, or is under doctor-recommended quarantine due to exposure to the virus, please cancel your appointment. All fees will be waved.
Notes
- You'll always see cancellation terms on your appointment page.
- If you book and cancel within 30 minutes, you'll receive a full refund.
- If you cancel after your Elf starts grocery shopping (e.g. an hour before your start time), you may lose all of your appointment cost.
🧑🏾🍳If your ELF cancels
Cancellations are inconvenient, so we give you a credit towards a future appointment as a small apology.
| $25 credit | $10 credit |
| If an Elf cancels after
|
If an Elf cancels within 7 days of an appointment |
| Ex: For Monday's spot, your Elf cancels after
|
Ex: For Monday's spot, your Elf cancels the previous Tuesday |
FAQ
Q: What if there's a weather emergency (e.g. flooding, snow)?
A: If your zip code is under a state of emergency or local schools are delayed or closed, an Elf can cancel their appointment with no credit to you.
We're still working on weather-immune transportation...
Q: Can I reschedule, instead of canceling, so I don't lose my deposit?
A: No. From an Elf's perspective, rescheduling is the same as canceling, as they may not get rebooked in their original spot.