Cancellation & Refund Policy
Effective Date: June 10, 2026
We know plans change. You can cancel free of charge up to 24 hours before your appointment. The fees below apply only when a booking is cancelled late, missed, or ended after a technician has already traveled to or begun the work, and they exist to fairly compensate the independent professional for their reserved time and travel. Please read this policy together with our Terms of Service.
How deposits and payment holds work
When you book, a deposit equal to 30% of your job total is charged to your payment method, and an authorization hold is placed for the remaining 70%. The remainder is only captured when the job is completed. If a booking is cancelled or ends early, the outcomes below determine how much of the deposit and remainder are charged or released. All amounts are processed through our payment processor, Stripe.
How to cancel or reschedule
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.
Late cancellations (less than 24 hours)
If you cancel less than 24 hours before your appointment, a late-cancellation fee of 30% of the job total is retained to compensate the professional for the reserved time slot. Anything you prepaid above that 30% is refunded to your original payment method, and the remaining authorization hold is released.
No-shows and service refused on arrival
A “no-show” means the technician arrives at the scheduled address and cannot begin work because no one provides access, or you decline the service after the technician has traveled to the site. Because a professional has already traveled to you, a fee of 50% of the job total (minimum $50) is retained from what you prepaid; anything above that is refunded and the remaining authorization hold is released. This steeper fee, versus a late cancellation, reflects the trip the professional has already made.
Stopping a job after work has begun
Once the technician has checked in and started the work, the appointment is considered in progress. If you choose to stop or cancel the job at that point, the full job price (100% — your deposit plus the remaining balance) is charged, because the professional’s time and any materials are already committed. The safety exception below always overrides this rule.
If your provider does not arrive
If your assigned provider fails to arrive for a confirmed appointment, you are entitled to a full refund of your deposit, the authorization hold is released, and your booking is flagged for priority rescheduling at no additional charge. Refunds are issued to your original payment method within 3–5 business days.
Safety exception
Your safety comes first. If either you or the technician 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 deposit is held and the matter is automatically opened for review. Where the review finds the concern was warranted, the deposit is refunded in full. No safety report results in a penalty to a technician without review.
Rescheduling
You may reschedule at no charge with 24+ hours’ notice (up to three times). Rescheduling within 24 hours is subject to availability and, instead of a separate fee, makes your 30% deposit non-refundable: the appointment moves and your deposit still applies in full toward the job when it’s completed, but it is no longer refundable if the booking is later cancelled. This prevents rescheduling from being used to avoid the late-cancellation fee — once a late change is made, the deposit is committed no matter how far out the job is moved.
Cancellations beyond anyone’s control
If an appointment is cancelled because of provider unavailability, severe weather, or other circumstances beyond reasonable control, you will receive a full deposit refund within 3–5 business days and priority rescheduling at no additional charge.
Authorization to charge
By completing a booking, you authorize NorTech and its payment processor to charge your payment method for the deposit at the time of booking, for the remaining balance upon completion of the job, 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.
Questions and disputes
If you believe a charge was applied in error, please contact us within 30 days of the charge through our contact page or your client portal so we can review it before you initiate a payment dispute with your bank. Safety-related charges are reviewed automatically and refunded where warranted. We aim to resolve every billing question fairly and promptly.
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.