Cancellation & Refunds

Managed concierge projects use Stripe authorization holds. When you authorize a hold, funds are reserved on your payment method but not captured until the job is marked complete according to our workflow.

If you cancel before a provider begins work and no capture has occurred, Rootenly will release the authorization hold. Release timing depends on your bank or card issuer and may take several business days to appear on your statement.

Once you approve a provider quote and scheduling proceeds, cancellation may be subject to provider availability and any costs already incurred. Contact support as soon as possible if your plans change.

If payment has been captured and you believe work was not performed as agreed, contact support@rootenly.com with your project ID. We review disputes case-by-case and may issue full or partial refunds at our discretion and in accordance with applicable law.

If a scheduled provider does not appear, notify Rootenly promptly. We will work to reschedule or release uncaptured holds where appropriate.

If you contact a provider directly (outside managed concierge), payment and cancellation terms are between you and that provider. Rootenly does not process payment for direct contact paths.

Where a platform fee applies on captured amounts, refund amounts may reflect the fee policy in effect at the time of capture.