Customer Deposit Refund Policy
Note: this document is a plain-English draft and is pending review by legal counsel. It is not legal advice.
This policy covers booking deposits paid by text through BuzzCall to a participating plumbing or HVAC business ("the shop"). It is the default policy for BuzzCall shops. If the shop you booked with gives you a different written policy, the shop's policy applies.
How the deposit works
When you book a visit with the shop by text, we ask for a $49 deposit through Stripe to hold your time slot. This is not an extra charge. The full deposit is credited toward your final bill.
When you get a full refund
You get 100% of your deposit back if:
- The shop cancels your appointment for any reason.
- The shop can't make your time slot and you'd rather not reschedule.
- You cancel at least 24 hours before your appointment time.
Cancelling less than 24 hours ahead
If you cancel less than 24 hours before your appointment, the shop will move your deposit to a new appointment within 30 days.
If the tech arrives and you decline the work
If the tech arrives at your appointment and you decide not to go ahead with the work, the deposit covers the shop's trip / diagnostic fee of up to $49. If the shop's fee is less than the deposit, the shop refunds the difference. If you have the work done within 30 days, the fee is credited toward that job.
If you aren't home
If the tech arrives and no one is there within 15 minutes of the scheduled time, and the shop can't reach you at the number you texted from, the shop will reschedule once at no charge. After that, the deposit covers the trip fee.
If your slot is no longer available
Slots are held for a limited time while you pay. If your deposit arrives after the hold expired and someone else has taken the slot, the shop will contact you to reschedule or give you a full refund, your choice.
How refunds are paid
Refunds go back to the original card you paid with, through Stripe. Once the refund is issued, it usually shows up on your statement in 5–10 business days, depending on your bank. Refunds are not given in cash or to a different card.
How to cancel or ask for a refund
Reply to the shop's text, or call the shop at the number you called. The shop will confirm your cancellation by text. If you can't reach the shop, contact BuzzCall support at [support email] or [phone] and we will pass your request to the shop.
Hair braiding and loc appointments (draft)
Draft for stylists using BuzzCall. Not legal advice. Each stylist sets their own rules; the stylist's written policy controls.
This section applies when you book a braiding, loc, or twist appointment by text with a stylist who uses BuzzCall ("the stylist"). The general sections above about plumbing and HVAC visits, trip fees, and techs arriving at your home do not apply to these appointments.
- The deposit is not an extra charge. The deposit shown in your text (for example $50) is paid through Stripe to hold your appointment time, and the full amount is credited toward the price of your service.
- Refunds and rescheduling are set by the stylist. Each stylist decides when a deposit is refunded, moved to a new appointment, or kept (for example, for late cancellations, no-shows, or arriving very late). Ask the stylist for their policy before you pay, or reply to the stylist's text.
- If the stylist cancels or can't keep your time, contact the stylist to reschedule or ask for your deposit back, according to the stylist's policy.
- If your time is no longer available because your deposit arrived after the hold expired and someone else booked that time, the stylist will contact you to reschedule or refund you.
- How refunds are paid. Refunds the stylist approves go back to the original card through Stripe, and usually appear on your statement in 5–10 business days, depending on your bank.
To cancel, reschedule, or ask about a refund, reply to the stylist's text or call the stylist. If you can't reach the stylist, contact BuzzCall support at [support email] or [phone] and we will pass your request on.
BuzzCall subscription fees (for businesses)
This page is about deposits your customers pay. For the business's own BuzzCall plan: plans renew automatically (monthly or annual) until cancelled; a free trial converts to a paid plan automatically when it ends unless cancelled before then; switching between monthly and annual is prorated; cancelling takes effect at the end of the current paid period, with access until then and no partial refunds. See Terms, Sections 2–4.
Questions
Contact the shop by replying to its text, or BuzzCall support (TryBuzzCall) at [support email] or [phone].
Short version: full refund if the shop cancels or can't make the slot, or you cancel 24+ hours ahead; if you decline the work on site, the deposit may cover the trip fee.