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  4 pm the day prior
If an Elf cancels within 7 days of an appointment
Ex: For Monday's spot, your Elf cancels after  4 pm on Sunday 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.  

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