Refund & Cancellation Policy

1. Refund policy

As the contracting party, Guildry collects customer (“Patron”) payments and stands behind the work through two windows:

• Satisfaction window — 48 hours. Guildry does not pay the provider for the completed work until at least 48 hours after the provider marks a job complete in the Guildry platform (“completion”); a deposit, if one was collected, may have been disbursed earlier. During this window you may request a refund or rework through the smart link you received via SMS, by phone at 1 (480) 637-7287, or by email to hello@guildry.net. This is the fastest path.
• Guarantee period — 30 days. For 30 calendar days after completion (Arizona time), if the work materially failed to meet the approved quote, or the work caused damage to your property beyond what is reasonable for the service, you may open a guarantee claim by contacting us by phone or email above. Because the provider may already have been paid, a guarantee-period claim is reviewed manually and may take longer to resolve than a satisfaction-window request.

A request or claim is timely if it is submitted through the smart link, or received by us by phone or email, before the applicable window or period ends.

When you can request a refund

• The work performed does not match the approved quote.
• The provider did not perform the work at all.
• The job caused damage to the customer’s property beyond what was reasonably expected for the service.
• Any other case meeting Guildry’s Outcome Guarantee as described in our Terms of Service.

How refund decisions are made

Guildry’s Council reviews each claim and decides one of three outcomes:

• Refund — full or partial refund issued to the original payment method.
• Rework — an assigned provider returns to address the deficiencies at no additional cost.
• Pay provider — if the work matched the approved quote, Guildry pays the provider.

Guildry aims to reach Council decisions within 3 business days of a claim being filed; complex or guarantee-period claims may take longer.

Refund processing timeline

Approved refunds are processed through Stripe back to the original payment card. Cards typically receive the refund within 5–10 business days of approval, depending on the card issuer.

Outcome guarantee cap

Guildry guarantees outcomes up to $1,000 per engagement. The cap may be raised for a specific engagement on a case-by-case basis. For recurring services, each scheduled visit is a separate engagement with its own cap and its own satisfaction window and 30-day guarantee period.

The outcome guarantee is not an insurance policy, and Guildry is not an insurer. Property-damage or injury claims that exceed, or fall outside, the guarantee are directed to the provider (Guild) that performed the work, which is required to maintain general liability insurance covering its work.

Note: this guarantee cap is separate from Guildry’s internal rule that pilot quotes over $1,000 require Council approval before they are sent. That $1,000 is an Arizona licensing threshold and is unrelated to the outcome-guarantee cap — the two amounts are the same figure by coincidence, not by design.

2. Cancellation policy

Customer cancellations

• Before the quote is approved: no charge. Decline or ignore the quote SMS.
• After approval, before the job is scheduled: if a deposit was collected, it is refunded in full to your original payment method.
• After scheduling, more than 24 hours before the appointment: any amounts you have paid are refunded in full to your original payment method.
• Within 24 hours of the appointment: a cancellation fee — up to the amount of any deposit, as disclosed on your approved quote — may apply to cover the reserved scheduling commitment. Any cancellation fee is charged and retained by Guildry as the merchant of record; Guildry may use it to compensate the provider for the reserved time under Guildry’s own payment terms. If no deposit was collected, there is no cancellation charge, and any amounts you paid above the deposit are refunded in full.
• After the job has begun or completed: cancellation is not available; refund requests are handled through the Outcome Guarantee process described above.

Provider cancellations

Providers may cancel before a job is scheduled with no penalty. Once a job is scheduled, providers must reschedule or cancel with at least 24 hours notice. Reliability with scheduled appointments is part of Guildry’s provider vetting criteria; a provider with repeated last-minute cancellations may no longer meet those criteria, and Guildry may suspend or end that provider’s pilot participation as described in our Terms of Service (Sections B1 and C4).

Recurring jobs

Either party may cancel a recurring job series at any time by notifying the other party through Guildry. Remaining scheduled visits are cancelled; a visit already underway or completed is handled under the refund policy above. Each visit in a recurring series is its own engagement for refund and guarantee purposes.

3. How to request a refund or cancellation

The fastest way is through the SMS smart links sent after quote approval and payment. If those are no longer available, contact us directly:

• Phone: 1 (480) 637-7287
• Email: hello@guildry.net

Please include your phone number and any reference number from your SMS confirmation so we can locate your job quickly.

4. Disputes with your card issuer

We encourage you to contact us first — we can usually resolve issues faster than a chargeback. If a card issuer initiates a dispute, Guildry will respond with relevant transaction records, the approved quote, photos, and any communications with the provider. If a dispute is filed, Guildry may withhold or delay its own payment to the provider for the related engagement until the issuer resolves the dispute, consistent with Guildry’s payment terms with its providers.