Cancellation & Refund Policy
Effective September 2026. Concierge visits are paid at booking, which is what reserves a licensed nurse and the product for your appointment window.
Cancellation windows
- More than 4 hours before your visit: full refund, no fee.
- 2 to 4 hours before your visit: refunded less a $50 dispatch fee, since product has usually already been pulled from the store lockbox.
- Less than 2 hours before, or after your nurse is en route: no refund. Your nurse has committed the time and travel.
No-shows
If your nurse arrives at the address you provided and cannot reach you within 15 minutes by phone and text, the visit is recorded as a no-show and is not refunded. Your nurse is paid in full for a no-show.
Reschedules
You may move a visit once at no cost with at least 4 hours' notice, subject to nurse availability. Later reschedules are treated as a cancellation under the windows above.
Group and event bookings
Weddings, parties, and other multi-client events require 24 hours' notice for a full refund. Inside 24 hours, 50% of the total is refunded. Reducing the number of clients on the day of the event does not reduce the amount charged, because staffing is already committed.
When we cancel
If no qualified nurse can cover your window, if your nurse cannot safely reach the address, or if a clinical screening or our medical director determines the service is not appropriate for you, you receive a full refund. Safety decisions are never charged to you.
How refunds are issued
Refunds go back to the original card through our payment processor and typically appear within 5 to 10 business days. Tips are always refunded in full when a visit does not happen. To cancel or request a refund, reply to your booking confirmation email or call the number on it before your appointment window opens.