Legal
Cancellation & Refund Policy
Effective Date: November 15, 2026 | Last Updated: October 14, 2026
Each pro sets their own cancellation policy within the limits on this page, and you see it before you book. Fees apply only when a booking is cancelled late, missed, or ended after a pro has already traveled or begun the work. They compensate the independent professional for reserved time and travel. This policy forms part of our Terms of Service.
What would it cost me?
Each pro sets their own policy inside NorTech's limits, and it is shown on their menu before you book. Set it to your pro's numbers, enter the job price and pick what happens.
Cancelled inside 24 hours: 30% of the job total is kept for the reserved time.
An illustration of the schedule below. Your booking confirmation and this policy control.
The schedule
How deposits and payment holds work
In short. Under $1,000 there is no deposit. The full price is held on your card and charged when the job is done.
For jobs under $1,000, no deposit is taken. When you book, an authorization hold is placed on your payment method for the full job price, and it is only captured when the job is completed. For jobs of $1,000 or more, your pro may ask for a deposit of up to 10% of the price or $1,000, whichever is less (the limit California law sets); there is none unless your pro asks for one.
A deposit is only authorized when you book, charged when your pro accepts your request, and released if they do not. The remainder is held until completion. If a booking is cancelled or ends early, the outcomes below determine how much is charged and how much of the hold is released.
If a card hold lapses before the job is completed, you authorize us to charge your saved payment method for the same amount at completion. All amounts are processed through our payment processor.
How to cancel or reschedule
In short. Cancel or reschedule from your client portal. The window is measured against your appointment start time.
Log into your client portal and open your booking to cancel or reschedule, or contact us at our contact page. To be eligible for any refund, a cancellation must be made through the portal or confirmed in writing. The cancellation window is measured against your scheduled appointment start time.
Each pro sets their own policyKey terms
In short. Your pro's own policy, shown before you book and saved with your booking. NorTech sets the limits.
Every pro on NorTech is an independent business and chooses their own cancellation policy within limits NorTech publishes on this page: how much notice is free (12, 24 or 48 hours), the late-cancellation fee (up to 50% of the job), and the no-show fee (up to 50% of the job, with a minimum of up to $75).
The pro's policy is shown on their profile and next to their price before you book, and the policy shown when you book is saved with your booking: a pro changing their policy later never changes yours. If you book before a pro is chosen, the standard policy applies (24 hours; 30% late; 50%, minimum $50, for a no-show). No late-cancellation fee applies while no pro has accepted your job yet.
Bids and licensed work: three business days to change your mind
In short. Accepted a bid or booked licensed work? Cancel free within three business days, before work begins.
If you accept a bid, or book work that requires a licensed contractor, you may cancel it free of charge within three business days of accepting it, as long as work has not begun. This applies to every bid, including bids prepared after an in-person visit to your home. To cancel, use your client portal or write to us through our contact page.
Late cancellationsKey terms
In short. With less notice than your pro allows, their late-cancel fee is kept and the rest of the hold is released.
If you cancel with less notice than your pro's policy allows, your pro's late-cancellation fee is retained to compensate them for the reserved time slot. Only that fee is captured. Anything you prepaid above it is refunded to your original payment method, and the rest of the authorization hold is released.
No-shows and service refused on arrivalKey terms
In short. No access, or service refused on arrival: your pro's no-show fee.
A “no-show” means the provider arrives at the scheduled address and cannot begin work because no one provides access, or you decline the service after the provider has traveled to the site. Because a professional has already traveled to you, your pro's no-show fee is captured from the amount held; anything prepaid above that is refunded and the rest of the authorization hold is released.
A pro's no-show fee is never lower than their late-cancellation fee, because it also reflects the trip already made.
Stopping a job after work has begunKey terms
In short. You may stop a job at any time. After 30 minutes, the full job price is due in place of completing it. A genuine safety concern is the exception.
Once the provider has checked in and started the work, the job is underway and the provider's time and any materials are committed to it. You may stop a job that is underway at any time. If you stop it 30 or more minutes after the provider started, the full job price (100%) is due as the agreed price for ending a job already underway, in place of completing it.
A stop within the first 30 minutes is treated as a no-show (your pro's no-show fee). The safety exception below always overrides this rule.
If your provider does not arrive
In short. If your provider does not arrive: a full refund, and you can book another provider.
If the provider you chose has not arrived and started within 75 minutes of a confirmed appointment and has not cancelled it, the booking is cancelled, you are entitled to a full refund of anything paid and the authorization hold is released. You are sent a link to book the same job with another provider of your choosing. Refunds are issued to your original payment method within 3–5 business days.
The missed visit is shown on the provider's public profile, and every provider follows the same published rule: three missed visits in 90 days pause their listing, and four end their agreement with NorTech.
Safety exception
In short. A genuine safety concern never triggers the full charge.
Your safety comes first. If either you or the provider ends a visit because of a genuine safety concern, the full-charge rule never applies — even after work has begun. In that case only the amount already held or paid stays on hold and the matter is automatically opened for review. Where the review finds the concern was warranted, it is released or refunded in full.
Every safety report is reviewed before any action is taken.
ReschedulingKey terms
In short. Free with your pro's notice, up to three times. With less notice, your pro's late-cancel share becomes non-refundable.
You may reschedule at no charge with at least your pro's notice (up to three times). Rescheduling with less notice is subject to availability and, instead of a separate fee, makes your pro's late-cancellation share of the job non-refundable: the appointment moves and the full price still applies when the job is completed, but that share is kept if the booking is later cancelled.
This prevents rescheduling from being used to avoid the late-cancellation fee — once a late change is made, that portion is committed no matter how far out the job is moved.
Cancellations beyond anyone’s control
If the provider you chose declines, does not confirm in time, or cancels, you are told right away and may choose another provider or cancel free. If no provider has accepted your job by its scheduled time, or it is cancelled because of severe weather or other circumstances beyond reasonable control, you receive a full refund within 3–5 business days.
Why these fees are set in advance
In short. Fees are set in advance as a capped, reasonable estimate of the pro's loss, so the outcome is known before you book.
A late cancellation or a no-show costs the independent professional reserved time, travel, and work that was turned away, and that loss cannot be measured exactly after the fact. Each fee is the pro's reasonable estimate of that loss, disclosed and agreed before the booking is made, and NorTech caps every fee at half the job so it stays a fair estimate.
A fee that is kept is shared between the pro and NorTech the same way the job price would have been. A job stopped once it is underway is not a penalty either: the full price is the agreed price for ending that job early, in place of completing it. None of these fees is a penalty.
Authorization to charge
By completing a booking, you authorize NorTech and its payment processor to place a hold on your payment method at the time of booking, to charge it upon completion of the job (and any deposit your pro asks for on jobs of $1,000 or more, when your pro accepts), and for any late-cancellation, no-show, rescheduling, or full-job fees described in this policy.
You confirm that you are authorized to use the payment method provided. Fees are disclosed at the time of booking and in this policy; no fee is charged that is not described here.
Recurring plans
A recurring plan is your standing request to the same pro; the plan itself is never billed. Each visit is sent to your pro as a booking request at their price that day, and the authorization above applies to that visit the same way it applies to any booking: a hold when it is requested, a charge only after the pro accepts and the job is done.
Each visit follows the same cancellation, no-show, and rescheduling terms above. Pausing or cancelling a plan — available any time from your client portal — takes effect at once and no further visits are requested; it does not retroactively refund a visit that already occurred or was cancelled under the tiers above.
Questions and disputes
If you believe a charge on your job is wrong, open the booking in your client portal and choose Dispute a charge within 30 days. It goes to the pro who did the job, who answers within 72 hours with a refund offer or an explanation, and you decide; please do this before you initiate a payment dispute with your bank. If the problem is NorTech's booking fee or a duplicate charge, contact us through our contact page. Safety-related charges are reviewed automatically and refunded where warranted.
Changes to this policy & governing terms
This policy forms part of and is governed by our Terms of Service; where the two conflict, the Terms of Service control. The policy in effect at the time you book applies to that booking. We may update this policy from time to time, and material changes will be posted on this page with a revised effective date. This policy is governed by the laws of the State of California.