Our cancellation policy is a fair balance to both our customers and Elves. 

How to cancel

To cancel, just click the cancel link on your appointment page:

After you cancel, you'll be prompted to reschedule which transfers your old menu. 

If a CUSTOMER cancels

To keep great Elves cooking for you, we ask you for a $35 deposit to hold a reservation, and some advance notice when canceling.

FULL REFUND
If you cancel before 5pm, three days prior
Example: For Monday's appt, you cancel on Thursday

LOSS OF $35 DEPOSIT
If you cancel after 5pm, three days prior
Example: For Monday's appt, you cancel after 5pm on Friday

LOSS OF APPOINTMENT COST
If you cancel after your Elf starts of grocery shopping
Example: For today's 5pm appt, you cancel at 4.30pm

  • You'll see cancellation terms on your appointment page.
  • If you book and cancel within 30 minutes, you'll receive a full refund. 

If an ELF cancels

We understand the inconvenience when an Elf cancels on you, so we give you a credit towards a future appointment as an apology. 

$25 CREDIT
If an Elf cancels after 4pm, the day prior
Example: For Monday's appt, your Elf cancels after 4pm on Sunday

$10 CREDIT
If an Elf cancels within 7 days of an appointment
Example: For Monday's appt, your Elf cancels the previous Tuesday

NO CREDIT
If an Elf cancels more than 7 days before an appointment
Example: For Monday's appt, your Elf cancels two weeks prior

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 roadway conditions have been deemed hazardous enough for local schools to be delayed or closed, an Elf can cancel appointments during that closure window without extending a credit to the customer. We're still working on weather-immune transportation... 

Q: Can I just move tomorrow's appointment by a day without a cancellation fee?
A: Generally no, because your Elf probably won't get rebooked in tomorrow's spot and they'd lose their fee. Contact us for random exceptions.   

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