Refund & Cancellation Policy

Cancellation windows

Refund amount is based on how far in advance you cancel:

• More than 24 hours before the scheduled window: 100% refund.
• 4 to 24 hours before: 75% refund (a 25% coordination fee is retained).
• Less than 4 hours before, or after a professional is en route: 50% refund.
• After the professional arrives on site: no refund; the travel and time have been incurred.

Reschedules

You may reschedule free of charge up to 4 hours before your window. Inside 4 hours, one reschedule is permitted for a $25 re-dispatch fee. Reschedules do not extend the cancellation window of the original booking.

No-shows and access failures

If nobody is present, the address is inaccessible, or required identification or paperwork is missing when the professional arrives, the appointment is billed in full. We will always attempt to contact you by phone and SMS before closing the visit as a no-show.

When we cancel

If no qualified professional accepts your booking, if we cannot serve your location, or if a professional cancels and we cannot re-dispatch in time, you receive a full 100% refund with no fee — or you may reschedule at no cost.

Multi-service (Book Everything) orders

Bundle discounts are calculated across the whole order. If you cancel part of a bundle, the remaining services are re-priced at the discount tier that matches the reduced order, and the difference is deducted from the refund.

Service quality

If a collection fails through no fault of yours — an unusable specimen, a documentation error or a professional error — we re-perform the service at no charge or issue a full refund at your choice.

Notarial fees

Statutory notarial fees are only charged for acts actually performed. If a notary must lawfully refuse an act, the travel fee is retained and the per-act fee is refunded.

How refunds are issued

Refunds are returned to the original payment method through Stripe. Approved refunds are submitted within 2 business days and typically appear within 5–10 business days depending on your bank. Request a refund from your booking's tracking page or by emailing recruiting@fieldflowlab.com with your tracking code.

Chargebacks

Please contact us before filing a chargeback — we can usually resolve it faster. We respond to disputes with the booking record, dispatch timeline, GPS arrival log and signature evidence.