If a visit isn't right, tell us and we'll fix it.
No fine print, no hoops. Here's what we promise, what we don't, and how cancelling works.
48 hours to flag it
Text or email us within 48 hours of any visit.
Redo or refund, you pick
If we got it wrong, you choose the fix. Not us.
Cancel anytime
One text. No retention script, no manager, same day.
Pause up to 3 months a year
No billing, no visits, full reactivation when you're back.
Three steps. That's the whole process.
We don't put a "satisfaction guaranteed" stamp on our work. We do the tasks, send a photo report, and fix what we got wrong.
Tell us
Text or email within 48 hours of the visit. Early word keeps the photo report fresh and the fix simple.
We respond within an hour
During business hours, a real person answers. No ticket queue, no "we'll look into it."
You pick the fix
We come back and redo the work at no charge, or we refund it. Your call, not ours.
Every kind of work, and what we do about it.
Full redo or full refund.
Windows, soft wash, gutters, ducts, holiday lighting. If the work doesn't hold up, we redo the whole job or refund the whole job. You pick.
Redo, or your next visit is on us.
If a task on a scheduled visit wasn't done right, we come back and redo it, or we comp your next visit. Your choice.
Fixed next visit, no charge.
If a Helper task goes wrong, we fix it on the next visit, and it doesn't use up your next Helper window.
We step in.
You pay the pro directly and we never mark it up. If you're unhappy, we help work it out. If it doesn't resolve, that pro comes off our roster. How the Pro Network works →
Honest about the edges, too.
A guarantee that covers everything covers nothing. Three things sit outside it.
Visits you asked us to skip
The month still bills. Your membership is the recurring care plan, not a single visit.
Mid-job scope changes
If the job changes after we're on site, we'll talk it through, but work already completed under the original scope stays paid.
Problems that were already there
Your photo report shows exactly what we did each visit. We do tasks; we don't give opinions on the condition of your home.
Cancelling, the plain version.
Cancel anytime from your portal, by text, or by email.
Takes effect at the end of your billing cycle. No partial-month refunds, but you keep every visit you've paid for.
You keep your photo report history. That's your record of your home, not ours to take back.
No retention script, ever. You ask once, we cancel the same day.
Founders: what cancelling gives up
The plain readYou pay the standard rate, so leaving costs you no discount. What cancelling permanently ends is the founder identity itself:
- Your founder number. Founder #N of 50 opens back up and can't be reclaimed.
- Your spot on the founder wall. If you opted in, your name comes off the public wall.
- Your charter status. Being part of the founding cohort is one-time; it doesn't reinstate on a re-join.
None of that is a penalty. Founder recognition belongs to the first 50 households that showed up, and it only means something if it stays with them.
Not sure? Pause instead.
Up to 3 months / yearLong trip, slow season, tight month. Pause for up to 3 months a year: no billing, no visits, full reactivation when you're ready.
Founders can pause too, and pausing keeps every founder benefit. Only cancellation forfeits founder status. If you're on the fence, pause first.
Three ways. Pick the easiest.
Text us, easiest
Text "cancel my membership" to (210) 555-0100. Done in under an hour during business hours.
hello@housewell.casa. We confirm the cancellation in writing within an hour during business hours.
Member portal
Account → Membership controls → Cancel. Self-serve, takes effect at the end of your cycle.
We don't have a retention script. We won't talk you out of it or route you to a manager. Making cancellation hard creates frustrated former customers; making it easy means they come back, and they tell their neighbors. We're a local company, and that's the reputation we'd rather have.
The dispute path, plainly.
We resolve almost everything by text. For the rare case we can't:
Small claims court, Bexar County, TX
Local company, local court. Both sides can show up without lawyers.
No forced arbitration
Arbitration clauses favor the company. We're not interested in stacking the deck against the people who hire us.
Need to reach us right now?
Whether it's a service issue, a cancellation, or a question about either, we're a text away.
Reading this before you've hired us? This guarantee covers every visit and every booking. See the membership or book a one-time service →