Cancellation & Refund Policy
This Cancellation & Refund Policy explains how cancellations, rescheduling, refunds, credits, and adjustments are handled for Sessions booked through the Chef & Sous platform.
This Policy is incorporated by reference into the Chef & Sous Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.
1. Sous Cancellations
Sous may cancel a confirmed Session through the Platform, subject to the following conditions:
- At least 24 hours before the scheduled Session start time: The Sous will receive a full refund of the amount paid for the Booking, including any applicable Sous Service Fee.
- Less than 24 hours before the scheduled Session start time: The Booking is non-refundable, except where otherwise required by applicable law or expressly provided in this Policy.
Cancellation eligibility is determined using the scheduled Session start time and the time the cancellation is successfully submitted through the Platform.
Refunds will generally be returned to the original payment method. Amounts paid using Account Credit will be returned to the applicable Account Credit balance, subject to the terms governing that credit.
2. Rescheduling
Either the Chef or Sous may request to reschedule a confirmed Session, subject to the following conditions:
- One reschedule per Booking: Each Booking may be rescheduled only once, regardless of which party initiates the change.
- 14-day limit: The new Session date must be within 14 days of the original scheduled Session date.
- Approval: Rescheduling may be confirmed automatically or may require acceptance by the other party, depending on applicable Platform settings and circumstances.
- Free rescheduling: A qualifying reschedule confirmed more than 24 hours before the original Session start time is free.
- Late rescheduling fee: If a Sous-initiated reschedule is confirmed 24 hours or less before the original Session start time, a $15 rescheduling fee applies. The Chef receives 100% of this fee.
When a reschedule request requires approval, the original confirmed Booking remains active while the request is pending. If the request is declined or expires, the original Booking remains unchanged.
Pending reschedule requests automatically expire one hour before the original scheduled Session start time if not accepted or declined earlier.
Late Rescheduling and Cancellation
A late reschedule does not reset or restore cancellation refund eligibility. If a Sous reschedules a Session within 24 hours of its original scheduled start time and subsequently cancels, the original Session payment remains non-refundable, even if the rescheduled Session is more than 24 hours away.
The $15 late rescheduling fee is non-refundable except where expressly provided in this Policy or required by applicable law.
Declined Reschedule Requests
If a Chef initiates a reschedule and the Sous declines, the Sous is entitled to a full refund.
If a Sous initiates a reschedule and the Chef declines, the original Booking remains in effect. Any subsequent cancellation by the Sous is subject to the applicable cancellation rules.
3. Chef Cancellations
If a Chef cancels a confirmed Session, the Sous will receive a full refund of the amount paid for the Booking, including any applicable Sous Service Fee and late rescheduling fee previously paid for that Booking.
Refunds will generally be returned to the original payment method. Any amount paid using Account Credit will be returned to the applicable Account Credit balance.
Repeated Chef cancellations may result in warnings, booking restrictions, account suspension, or removal from the Platform, at Chef & Sous's discretion and subject to applicable law.
4. No-Shows
Sous No-Show
If a Sous fails to attend a confirmed Session without properly canceling, the Booking is non-refundable, except where required by applicable law or expressly provided in this Policy.
Chef No-Show
If a Chef fails to attend a confirmed Session, the Sous is entitled to a full refund, including any applicable Sous Service Fee. Refunds will be returned to the original payment method or applicable Account Credit balance.
Chef & Sous reserves the right to review available Session activity records and other relevant information when investigating disputed no-shows. Repeated no-shows may result in warnings, booking restrictions, account suspension, or other appropriate action.
5. Refunds After a Session Begins
Once a confirmed Session has begun, payments are generally considered final and non-refundable, except where otherwise required by applicable law or expressly provided in this Policy.
Refunds are not ordinarily issued solely because a Sous is dissatisfied with the Session's instructional content, changes their mind, or experiences a difference in personal preferences or expectations.
Chef & Sous reserves the right to review claims involving substantial nonperformance, verified Platform technical failures, or other exceptional circumstances and to determine an appropriate resolution, subject to applicable law.
Nothing in this Section limits any refund, consumer protection, or other legal right that cannot lawfully be waived.
6. Platform Fees and Refund Processing
Any applicable Sous Service Fee is included in the total amount displayed to the Sous before the Booking is confirmed.
When a Booking qualifies for a full refund under this Policy, the refund includes the applicable Sous Service Fee. This includes eligible cancellations made at least 24 hours before the scheduled Session start time, Chef cancellations, and confirmed Chef no-shows.
When a Booking qualifies for a refund, the refund will be calculated based on the amount actually paid after any promotional discount. Promotional discounts have no cash value and are not refundable as cash or Account Credit.
Chef & Sous may offer promotional codes that provide discounts on the applicable Sous Service Fee. Promotional codes apply only to the Sous Service Fee and do not reduce the Chef's Session price, the Chef's earnings, tips, or rescheduling fees. Promotional codes may be subject to eligibility requirements, expiration dates, usage limits, and other conditions disclosed in connection with the promotion.
If a verified technical failure attributable to the Platform prevents a Session from occurring or materially disrupts its delivery, Chef & Sous may review the circumstances and provide an appropriate refund or other resolution, subject to applicable law.
Except where this Policy or applicable law provides otherwise, Platform Fees associated with completed or non-refundable transactions are not refundable.
Approved refunds will generally be issued to the original payment method. Payments made using Account Credit will be restored to the applicable Account Credit balance. Processing times may vary depending on Stripe, the payment method, and the receiving financial institution.
7. Account Credit
Chef & Sous may maintain an Account Credit balance that includes purchased Gift Card Credit, Promotional Credit, or eligible refunds issued in the form of credit.
Purchased Gift Card Credit
Gift Card Credit obtained through redemption of a purchased Chef & Sous Gift Card does not expire. Any unused balance remains available for future eligible transactions, subject to applicable law and the Terms of Service.
Where a Booking paid using Gift Card Credit qualifies for a refund, the applicable amount will be restored to the User's Account Credit balance.
Promotional Credit
Promotional or bonus Credits may be subject to separately disclosed eligibility requirements, expiration dates, usage restrictions, or forfeiture conditions, to the extent permitted by law.
General Restrictions
Once redeemed into an Account Credit balance, Credits may not be transferred between User accounts, sold, or exchanged for cash, except as expressly authorized by Chef & Sous or required by applicable law.
Purchased Gift Card Credit will not automatically expire or be forfeited solely because an account is suspended or terminated. Remaining balances will be handled in accordance with the Terms of Service and applicable law.
8. Gift Cards
Chef & Sous Gift Cards are currently available for purchase and redemption in the United States only and are issued in U.S. dollars (USD).
Gift Cards are available in amounts ranging from $25 to $250 USD and may be redeemed for Account Credit to be used toward eligible Bookings on the Platform.
Purchased Gift Cards and the corresponding Gift Card Credit do not expire.
Gift Card purchases are final and non-refundable, except where required by applicable law.
Gift Cards and Gift Card Credit may not be exchanged for cash, except where required by applicable law.
Additional eligibility, redemption, and usage conditions are governed by the Gift Card provisions of the Terms of Service.
9. Chargebacks and Payment Disputes
Users are encouraged to contact Chef & Sous at hello@chefandsous.com regarding payment concerns, refund requests, or disputed transactions so that the matter may be reviewed and, where possible, resolved directly.
Nothing in this Policy limits a User's legal right to dispute a transaction with their bank, payment provider, or other appropriate authority.
Chef & Sous reserves the right to investigate suspected fraudulent, abusive, or unauthorized chargebacks and payment disputes. Where permitted by applicable law and payment network rules, Chef & Sous may recover associated losses or fees and take appropriate action against accounts involved in fraudulent or abusive activity.
Refunds, payment reversals, and chargebacks remain subject to applicable laws, payment network rules, and the Terms of Service.
10. Abuse and Repeated Violations
Repeated last-minute cancellations, excessive rescheduling, or no-shows may result in warnings, temporary booking restrictions, or account suspension.
11. Policy Changes
Chef & Sous reserves the right to modify, update, or replace this Policy from time to time, subject to applicable law and any required notice or consent procedures.
Material changes will take effect on the date specified in the applicable notice, subject to any requirements imposed by law.
Changes to this Policy will not retroactively alter the cancellation, refund, or rescheduling terms applicable to previously confirmed Bookings, except where permitted by applicable law or expressly agreed to by the affected parties.
Continued use of the Platform following the effective date of an updated Policy constitutes acceptance to the extent permitted by applicable law.
12. Contact Information
For questions, refund inquiries, payment concerns, or disputes relating to this Policy, please contact:
Chef & Sous, Inc.
Email: hello@chefandsous.com
When contacting support regarding a specific Booking, Users are encouraged to provide their Booking details and a description of the issue to assist with its review.