Refund policy

Refund & Cancellation Policy

We know holiday plans can change. Here is how payment, confirmation, rescheduling, cancellations and refunds work.

Booking and payment

You pay in full when you book. Your payment reserves your preferred date, pending our confirmation.

Confirming your appointment

We confirm your appointment within 2 business days of booking.

• If neither your preferred date nor your backup date works, we will offer you another date.
• If none of the dates we offer work for you, we will refund you in full.

Rescheduling

• More than 72 hours before your appointment: rescheduling is free, subject to availability.
• Within 72 hours of your appointment: you can move your appointment to another available date once, free of charge, instead of taking a 50% refund (see "If you cancel").

If you cancel

• More than 72 hours before your appointment: full refund.
• Within 72 hours of your appointment: 50% refund of the package price (sales tax is refunded in proportion), or one free reschedule instead.

If we cannot get into your home

If we cannot get into your home within 20 minutes of the scheduled arrival time, the visit counts as a late cancellation. You can choose a 50% refund or one free reschedule.

After your visit

Once your visit is complete, it is not refundable. During the walk-through at the end of the visit, please point out anything you would like changed while our elves are still there.

If we have to cancel

If we have to cancel your appointment, for example because of illness or severe weather, you choose: a new date or a full refund.

How refunds are paid

Refunds go back to your original payment method. Banks usually take 5 to 10 business days to show a refund in your account.

How to reach us

To reschedule, cancel or ask about a refund, email hello@napleselves.com or call (239) 307-8857. Please include your order number.