Platform Policy
Cancellation & Reschedule Policy
Effective for all bookings made on or after June 1, 2026.
Quick Reference — Customer Cancellations
| Time Before Appointment | Refund |
|---|---|
| 48+ hours | 100% refund |
| 24–48 hours | 50% refund |
| Less than 24 hours | 0% refund |
| No-show | 0% refund |
Customer Cancellations
Customers may cancel any confirmed booking at any time through their dashboard. The refund amount depends on how much notice is given before the scheduled appointment:
- 48+ hours in advance: Full refund (100%) returned to the original payment method within 3–5 business days.
- 24–48 hours in advance: 50% refund. The remaining 50% compensates the pro for reserved time and last-minute scheduling impact.
- Less than 24 hours: No refund. The full amount is retained to compensate the professional for the reserved slot.
- No-show: No refund. If the customer is unreachable and the pro cannot access the property, the job is marked as a no-show. The pro receives their payout.
All refunds are processed via Stripe to the original payment method. Victory does not hold funds beyond what is needed to complete the transaction.
Reschedule Policy
- Free reschedule: Customers may reschedule once for free when more than 24 hours remain before the appointment. The new date must be at least 24 hours in the future.
- Within 24 hours: Rescheduling within 24 hours of the appointment is permitted, but the new date must be set at least 48 hours out. A $25 rescheduling fee applies to compensate the pro for disrupted scheduling.
- Vendor-initiated reschedule: If the professional requests a reschedule, the customer always has the option to reschedule at no charge or cancel for a full refund.
Vendor No-Show
If a Victory-verified professional fails to show up for a confirmed booking without prior notice:
- The customer receives a full refund, no questions asked.
- The vendor's account is flagged and reviewed. Repeat no-shows may result in account suspension.
- Victory will make a best-effort attempt to match the customer with another available pro at the same price.
To report a vendor no-show, contact support@victoryhomeservices.net or use the Help center.
Victory Platform Guarantee
Victory Home Services acts as a marketplace that connects customers with background-checked, insured home service professionals. Victory is not the direct service provider. However, we stand behind every booking made through our platform:
- All professionals are verified and background-checked before activation.
- Payments are processed securely via Stripe — your card is never stored by Victory.
- If you are unsatisfied with a completed service, contact us within 48 hours. Victory will mediate and may issue a partial or full credit at our discretion.
- Disputes are handled through the Victory support team, not through chargebacks. We ask customers to contact us first so we can resolve issues quickly.
Recurring Bookings
For weekly, bi-weekly, or monthly recurring services, the same cancellation policy applies to each individual visit. To cancel or pause a recurring plan:
- Cancel the next visit at least 48 hours in advance at no charge.
- Pause a recurring plan with at least 7 days' notice.
- Cancelling a recurring plan does not affect previous bookings.
Questions about this policy? Visit the Help Center or email support@victoryhomeservices.net.
Victory reserves the right to update this policy at any time. Changes will be communicated via email and posted on this page with a revised effective date.