Cancellation, rescheduling, and refunds—without mystery rules.

Before an appointment

• 48 hours or more: cancel or reschedule without a Freebird fee. Any refundable payment is returned or transferred at your choice.
• 24 to 48 hours: one transfer of the deposit to a new mutually available date is permitted. A cancellation may be charged only documented, nonrecoverable third-party costs you approved in advance.
• Less than 24 hours or no safe access: a late/no-access fee may be charged up to the smaller of $85 or the amount already paid, plus only preapproved nonrecoverable third-party costs. The written quote must disclose this before payment.

To cancel or reschedule, email hello@heha.online with the booking reference. A request is effective when received; Freebird will acknowledge it in writing.

If Freebird cancels

If Freebird cancels and you do not accept a new date, all amounts collected for unperformed work are refunded to the original payment method. Weather, illness, unsafe conditions, access restrictions, equipment failure, or an out-of-scope discovery may require a pause or reschedule; Freebird will explain the reason and available next step.

After work begins

If you ask to stop after work begins, the written scope is reconciled using approved labor actually performed, approved products already used or made nonreturnable, and any separately approved third-party cost. The unused refundable balance is returned. No new charge is added without written approval.

For a visible quality concern, contact Freebird as soon as practical—ideally within 72 hours—with the booking reference and a description. This request window does not remove any legal right or shorten the time for a hidden issue or damage claim. Freebird may inspect and, when appropriate, offer a correction, partial refund, insurer review, or another reasonable resolution.

Discounted and full payments

A refund is calculated from the amount actually paid after an offer or Community Rate, not from the higher standard estimate. A full-payment discount does not convert earned work or used approved materials into a refundable amount. An unused refundable balance remains refundable under this policy.

Timing and payment-provider processing

After a refund is approved, Freebird will initiate it promptly and no later than 10 business days, unless applicable law requires faster action. Your bank or card issuer may take additional time to post it. Cash refunds are not substituted for card payments except where law requires.

Cancellation rights required by law

Freebird does not waive any right provided by Florida or federal law. If a transaction is legally treated as a covered home-solicitation sale, Freebird will provide the separate notices and cancellation forms required for that transaction, and the statutory rule controls over this page.