Cancellation & Rescheduling Policy

01.Free Cancellation Window

You may cancel or reschedule any booking free of charge up to 24 hours before the scheduled start time. Cancellations made within this window will receive a full refund to the original payment method within 3–5 business days.

02.Late Cancellations (Under 24 Hours)

• •Cancellations made within 24 hours of the scheduled start time will incur a cancellation fee of 25% of the total booking value.
• •This fee compensates the assigned Provider for the reserved time slot.
• •The remaining 75% will be refunded to your original payment method.

03.Same-Day / No-Show Cancellations

• •Cancellations made on the day of service (less than 2 hours before start) are subject to a 50% cancellation fee.
• •If the Provider arrives at the address and cannot gain access (no-show), the full booking amount may be charged.
• •We strongly recommend providing accurate access instructions and a valid contact number.

04.Rescheduling

• •You may reschedule at no charge up to 24 hours before your appointment.
• •Within 24 hours, rescheduling is subject to availability and a $15 rebooking fee.
• •To reschedule, use the My Account portal or contact our support team.

05.Grenbee-Initiated Cancellations

In rare cases — such as Provider unavailability due to emergencies or severe weather — Grenbee may cancel your booking. In these situations, you will receive a full refund and priority rebooking at no extra charge. We will notify you as early as possible.

06.Membership Subscriptions

• •You can pause or cancel your membership from your account at any time. Cancellation is scheduled at period-end by default, meaning you keep using any visits included in your current cycle until the cycle ends — we don't take back what you've already paid for.
• •Pausing a membership for more than 60 days in a 12-month period may require contacting support to confirm reactivation terms.

07.How to Cancel

• •Log in to your account and navigate to My Account → My Bookings.
• •Select the booking and click 'Cancel Appointment'.
• •Alternatively, email support@grenbee.com with your booking ID.