1. The short version
| If… | Then… |
|---|---|
| You pause or cancel before your next billing date | You won't be charged again. Any week already paid for is still prepped. |
| You reschedule 48+ hours before your visit | No charge. We'll find a new time. |
| You cancel a paid week 48+ hours ahead, before groceries are bought | Full refund or credit for that week. |
| You cancel or reschedule with less than 48 hours' notice | We'll try to make it work. Groceries already bought are charged at cost. |
| We can't get in, or the kitchen isn't usable | Counts as a missed visit. The week and any groceries are charged. |
| We have to cancel | You choose: reschedule, or a full refund or credit for that week. |
| A meal wasn't right | Tell us within 48 hours and we'll make it right. |
2. Pausing and cancelling
Your plan bills weekly, in advance. You can pause or cancel any time online: open Billing in your account and choose Pause my plan or Cancel my plan. You can also just email us. There are no contracts and no cancellation fees.
Pausing or cancelling stops future charges from your next billing date. The week you've already paid for will still be prepped as scheduled unless you cancel it as described below. You can resume a paused plan whenever you're ready.
3. Rescheduling a prep visit
Life happens. Let us know at least 48 hours before your visit and we'll reschedule at no charge, usually within the same or following week.
With less than 48 hours' notice we'll still do our best to find a new time. If we've already bought groceries for you, those are charged at cost, and we'll bring them at the new time or leave them with you if they won't keep.
4. Missed visits
If we arrive during your confirmed window and can't get in, can't safely work in the kitchen, or your groceries aren't there for a do-your-own-shopping week, the visit counts as missed. That week's plan fee and any groceries we bought are charged, since we've reserved the time and the food can't be returned. We'll always try to reach you first and wait a reasonable time.
5. Refunds
- Before groceries are bought. Cancel a week you've paid for at least 48 hours before your visit, before we've shopped, and we'll refund it in full or credit it to a future week, whichever you prefer.
- Groceries. Groceries are perishable and bought just for you, so once they're purchased they're non-refundable. They're yours to keep.
- Prepped weeks. Once a week has been prepped, the plan fee isn't refundable, but see below if anything wasn't right.
- Refunds go back to your original payment method and usually appear within 5 to 10 business days.
6. If we need to cancel
If we have to cancel or move a visit because of illness, severe weather or an emergency, we'll tell you as early as we can. You choose whether to reschedule or take a full refund or credit for that week. If we've bought groceries, we'll get them to you so nothing goes to waste.
7. If something wasn't right
We want you to love every dinner. If a meal wasn't prepared correctly or something was missing, tell us within 48 hours (rating it in your account works too) and we'll make it right with a replacement meal or a credit. For your safety, please don't eat anything you think wasn't stored or prepared properly. See our Food Safety Notice.
8. Billing questions
If a charge looks wrong, email hello@easyprepwithheather.com before contacting your bank and we'll sort it out quickly. These policies are part of our Terms of Service.
Questions
Reach us any time at hello@easyprepwithheather.com. We're a small, local business and we'd always rather talk something through than have anyone left unhappy.