Cancellation & Refund Policy

Leave anytime. Your money stays yours.

The short version: cancel monthly billing whenever you like, and any Balance you haven't used is yours - keep spending it or ask us to send it back, whenever. The only money that stays put is money already reserved for a booked visit. The details below are a plain-language summary of our Terms (§6 and §8), which govern if anything here differs.

Cancelling your membership

  • Cancel monthly billing anytime from your profile - no phone call, no cancellation fee, no questions asked.
  • Unused Balance is yours to withdraw, whenever. Request a withdrawal from Savings & Credits and we send the unused amount back to your card. Balance already spent on a delivered service, or reserved for a visit you have booked, isn't part of the withdrawable amount - so no one can get a service and then reclaim its cost.
  • Cancelling doesn't touch your Balance. It just stops the monthly billing. Everything you contributed stays spendable on any Neiber service, indefinitely - or withdrawable as above.
  • Credits are not refundable in cash (Chain rewards, referral bonuses, Loyalty Match) - but they stay spendable the same as Balance.
  • Annual memberships are one-time payments that never auto-renew. Unused Balance from an annual payment is withdrawable the same way.

Pausing instead

Not ready to cancel? You can pause monthly billing for up to 6 months from your profile. Your Balance and Credits stay spendable during the pause, and the Neiberhood Loyalty Match countdown keeps running.

Cancelling or rescheduling a booking

  • Rescheduling is always free. Use the request-change option on the booking or reply to any booking email. Your deposit moves with the new date.
  • Some bookings take a 20% deposit when you book, with the rest charged after the visit. The deposit is reserved for that visit and can't be spent on anything else while the booking is open.
  • Cancel more than 48 hours before your visit and the deposit is released back to you in full. Cancel with less than 48 hours notice and the deposit is kept - that's the slot we held for you.
  • Neiber Chain bookings need a week. Because your booking sets the discount your neighbours get, chain deposits are kept if you cancel less than 7 days before the chain date. We tell you this before you join, and again if you go to cancel - you can always take the service and cancel future ones instead.
  • If we cancel or reschedule (weather, safety, or conditions that would compromise quality - peak pollen for windows, frozen or waterlogged soil for aeration), nothing is kept: your money goes straight back to the Balance or card it came from, and we'll make reasonable efforts to notify you.

Our guarantee

If a service isn't right, tell us promptly and we'll return and put it right - free. Reply to any service email or reach us via the contact page.