Refund & Cancellation Policy

Effective date: 06/03/2026 Last updated: 06/03/2026

This Refund & Cancellation Policy is part of the SofaBrite Terms of Service. It explains what happens when a booking is changed, cancelled, missed, or disputed. By prepaying for a booking, you agree to this Policy.

1. Prepayment

Bookings are prepaid at the time you reserve your time slot. Your payment is processed by Stripe.

2. Customer cancellations

• Cancel 24 or more hours before your scheduled time: full refund, less the non-refundable credit card processing fee of $5.99.
• Cancel less than 24 hours before your scheduled time: refund less a $49 late-cancellation fee.
• No-show or no access (Provider arrives and cannot perform the service because no one provides access, the location is unsafe, or the item is unavailable): refund less a $49 fee.

3. Rescheduling

You may reschedule once at no charge if you request it at least 24 hours before your scheduled time. Late reschedules may be treated as a late cancellation.

4. Price changes on arrival

If the item materially differs from your photo or description (size, additional pieces, undisclosed damage, biohazard, etc.), the Provider or SofaBrite may, before any work begins, offer a revised price or cancel and refund your prepayment less a $49 trip fee where the discrepancy was within your control. No work will begin until any revised price is accepted. (See Terms, Section 4.)

5. If you're not satisfied

Cleaning results vary with fabric type, age, prior treatments, and stain type, and not all stains or odors can be removed. If you are unhappy with the work, contact us at customerservice@sofabrite.com within 48 hours of the service. We will work with the Provider to determine an appropriate remedy, which may include a re-clean, partial refund, or full refund depending on the circumstances.

6. Property damage

If the Provider damages your property during the service, report it to us at customerservice@sofabrite.com within 48 hours with photos. Providers are independent contractors responsible for their own work; SofaBrite will facilitate a claim, which may be resolved through the Provider's insurance.

7. How refunds are issued

Approved refunds are issued to your original payment method through Stripe. It may take 5–10 business days for the refund to appear, depending on your bank.

8. Chargebacks

If you have a problem, please contact us first so we can resolve it. Filing a chargeback without contacting us may delay resolution. We document all bookings, communications, and completed work.

9. Contact

Aurora Homecare LLC d/b/a SofaBrite customerservice@sofabrite.com