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 repeating appointment, click the green x from your schedule. All of your single appointments on this day and time will get canceled.
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.