Every Chez experience is thoughtfully planned for a specific household, menu, chef, and service date. Chefs may reserve time, develop menus, source ingredients, travel, and complete preparation before arriving at the home.
This policy explains how cancellations, rescheduling requests, refunds, credits, delays, and no-shows are handled so households and chefs understand what to expect before each reservation.
This policy supplements the Chez Terms of Use, Household Service Agreement, Chef Services Agreement, and any reservation-specific terms.
If a reservation-specific proposal contains a different cancellation rule that was clearly disclosed and accepted before booking, the reservation-specific rule will govern that reservation.
Household Cancellations
To respect the chef's reserved time and advance preparation, the following cancellation windows apply unless different reservation-specific terms were clearly disclosed and accepted.
Full refund
A Household may cancel 72 hours or more before the scheduled service and receive a refund of eligible reservation charges.
Approved grocery purchases, specialty items, custom orders, travel expenses, and other non-recoverable costs already incurred for the reservation may remain non-refundable.
Partial refund
A Household cancelling between 24 and 72 hours before the scheduled service may receive a 50 percent refund of the chef service charge and eligible Chez Platform fees.
Approved groceries, specialty items, custom purchases, non-recoverable third-party costs, and completed preparation expenses remain payable and are not included in the 50 percent calculation.
Non-refundable window
A Household cancelling within 24 hours of the scheduled service is generally not eligible for a refund of the chef service charge or Chez Platform fees.
Approved grocery costs, specialty purchases, travel expenses, and other authorized reservation expenses remain payable.
Chez may review exceptional circumstances individually and may provide a credit, rescheduling option, or another good-faith resolution when appropriate.
How Cancellation Time Is Calculated
Cancellation timing is measured from the scheduled chef arrival time shown in the confirmed reservation.
The cancellation is effective when it is successfully submitted through the designated Chez cancellation process or confirmed in writing by an authorized Chez representative.
A text message, voicemail, social-media message, or direct message to the chef does not complete the cancellation unless Chez confirms that the cancellation was received and processed.
All times should be calculated in the local time zone of the service address.
Rescheduling
Whenever reasonably possible, Chez encourages rescheduling instead of cancellation.
A rescheduling request is subject to:
- Chef availability
- Market availability
- The requested new date and time
- Menu changes
- Ingredient availability
- Grocery purchases already made
- Travel arrangements
- Updated pricing
- Additional staffing requirements
Rescheduling 72 hours or more before service
A Household may request one complimentary rescheduling of the same experience when the request is submitted 72 hours or more before the scheduled service.
The new service date must generally occur within 90 days of the original reservation date.
The rescheduled reservation remains subject to chef availability and may require a different chef.
Pricing may be adjusted if the new date, location, guest count, menu, or service scope changes.
Rescheduling between 24 and 72 hours before service
Requests submitted between 24 and 72 hours before service will be reviewed individually.
Chez may permit rescheduling and apply a reasonable rescheduling fee or require payment of non-recoverable costs already incurred.
Rescheduling within 24 hours
A rescheduling request made within 24 hours of service is not guaranteed and may be treated as a cancellation under the non-refundable window.
No requested change is effective until Chez confirms the new reservation in writing or through the Platform.
Chef Cancellations
If a chef must cancel a confirmed reservation, Chez will make reasonable efforts to locate a qualified replacement chef.
The Household may accept or decline the proposed replacement.
If a suitable replacement cannot be arranged, the Household may choose:
- A full refund of amounts paid for the cancelled service
- A Chez Platform credit
- Rescheduling for another available date
The Household will not be charged a Household cancellation fee when the chef or Chez initiates the cancellation.
Groceries purchased specifically for the reservation will be reviewed individually. Where practical and safe, the groceries may be transferred to the Household, reassigned to a replacement chef, or refunded.
Repeated chef cancellations may affect the chef's standing, visibility, reservation eligibility, or continued participation on Chez.
Non-Refundable Costs
Certain costs may be incurred specifically for a Household reservation and may remain non-refundable regardless of the applicable cancellation window.
These costs may include:
- Groceries already purchased
- Specialty ingredients
- Custom-sourced products
- Special-order bakery or butcher items
- Personalized materials
- Floral or event items
- Approved travel expenses
- Parking expenses
- Delivery charges
- Non-recoverable third-party fees
- Custom menu-development costs where separately disclosed
- Other authorized expenses incurred specifically for the reservation
Chez will not charge a Household for an unsupported or unrelated expense.
Receipts or reasonable purchase documentation should be maintained where applicable.
Weather, Illness, and Unsafe Conditions
Cancellations or service changes caused by severe weather, illness, emergency conditions, or unsafe property conditions will be reviewed individually.
Possible outcomes may include:
- Rescheduling
- Full refund
- Partial refund
- Chez Platform credit
- Chef replacement
- Modified service
- Cancellation without penalty
- Application of the standard cancellation policy
Severe weather
Chez may consider:
- Government travel warnings
- Road closures
- Severe storm warnings
- Dangerous ice or snow
- Flooding
- Tornado warnings
- Widespread utility outages
- Other objectively unsafe travel conditions
Illness
The Household should notify Chez promptly if a Household member, guest, or person at the service location has a contagious illness that could reasonably endanger the chef or guests.
The chef should notify Chez promptly if illness prevents safe performance of the service.
Chez may request reasonable information necessary to evaluate the reservation but should not require unnecessary medical details.
Unsafe household conditions
The chef may pause, modify, or leave a service when the property presents a reasonable safety, sanitation, harassment, discrimination, violence, weapons, illegal-activity, or access concern.
If the unsafe condition was caused by or under the control of the Household and was not disclosed, the reservation may be treated as a Household cancellation within the applicable window.
Chez prioritizes the safety and wellbeing of both the Household and the chef.
Ordinary rain, seasonal weather, personal travel preference, or foreseeable traffic conditions do not automatically qualify as severe weather.
Force Majeure
Neither Chez, the Household, nor the chef will be considered in breach solely because performance is delayed, interrupted, or prevented by an extraordinary event beyond reasonable control.
Examples may include:
- Natural disasters
- Government restrictions
- Widespread utility failures
- Public emergencies
- Civil unrest
- Terrorism
- Transportation shutdowns
- Major infrastructure failures
- Epidemics or public-health emergencies
- Other comparable circumstances beyond reasonable control
Where a force majeure event affects a reservation, Chez will make reasonable efforts to provide a fair resolution.
The resolution may include rescheduling, a full or partial refund, a Chez Platform credit, modified service, or cancellation without additional penalty.
Amounts already spent on non-recoverable groceries, specialty items, or third-party services may still be deducted where reasonable and legally permitted.
Late Household Arrival or Access Delay
The Household must provide timely access to the service location.
If the chef cannot enter or begin work at the scheduled time because the Household is late or access instructions are incomplete, the chef will make reasonable efforts to complete the service within the remaining reservation window.
The scheduled service end time is not automatically extended.
Where the chef is able and willing to remain beyond the original service window, additional time may be charged only when clearly communicated and authorized.
If access is not provided within 30 minutes after the scheduled arrival time and Chez cannot reach the Household, the reservation may be treated as a Household no-show.
The chef is not required to wait at a location that appears unsafe or where lawful parking or access is unavailable.
Late Chef Arrival
If a chef expects to arrive late, the Household should be notified as soon as reasonably possible.
Chez will consider:
- Length of delay
- Reason for the delay
- Effect on the meal or event
- Whether the full service can still be completed
- Whether the Household agrees to a revised timeline
Depending on the circumstances, Chez may provide a revised service timeline, a partial refund, a Platform credit, a reduction of an applicable fee, rescheduling, or a full refund where the service cannot reasonably proceed.
Minor delays caused by traffic, parking, security access, or ordinary unforeseen circumstances do not automatically qualify for compensation when the service can still be substantially completed.
Household No-Shows
A Household no-show occurs when:
- The chef arrives at the confirmed location.
- The Household has not cancelled.
- The chef cannot obtain access.
- The Household cannot be reached within a reasonable period.
- The chef is unable to perform the service.
A Household no-show is generally treated as a cancellation within the non-refundable window.
The Household remains responsible for chef service charges, Chez Platform fees, approved groceries, specialty purchases, approved travel or parking, and other authorized reservation expenses.
Chez may make an exception when the Household demonstrates a genuine emergency or a Platform or communication failure prevented timely notice.
Chef No-Shows
A chef no-show occurs when the chef fails to arrive for a confirmed reservation and has not provided reasonable notice.
If a chef no-shows, the Household will be entitled to:
- A full refund of amounts paid for the unperformed service
- Or, at the Household's choice, a replacement experience or Chez Platform credit
Chez may also provide an additional goodwill credit depending on the circumstances and impact on the Household.
A chef no-show may result in temporary suspension, reduced Platform visibility, required review, loss of future reservation access, or termination from the Platform.
Partial Performance
When a service begins but cannot be fully completed, Chez will review the reason for the interruption.
Factors may include:
- Percentage of service completed
- Food already prepared
- Groceries used
- Conduct of the Household or chef
- Equipment failure
- Utility failure
- Safety concerns
- Illness
- Menu changes
- Access restrictions
- Events beyond either party's control
Possible outcomes may include no refund, a partial refund, a full refund, a Platform credit, rescheduling, payment for completed portions, or reimbursement of authorized expenses.
Chez will not automatically issue a full refund when substantial portions of the service were completed.
Service Quality Concerns
A Household should report a material service-quality concern as soon as reasonably possible and preferably within 48 hours after the service.
Concerns may include:
- Chef nonperformance
- Significant menu deviation
- Serious sanitation concern
- Unprofessional conduct
- Unauthorized charges
- Materially incomplete service
- Food-quality concern
- Allergy or dietary concern
- Property issue
Supporting information
The Household should provide available supporting information, which may include:
- Photographs
- Receipts
- Messages
- Description of the concern
- Relevant timing
- Witness information
A refund is not guaranteed merely because the Household did not prefer a dish or because a subjective expectation was not part of the confirmed reservation.
Chez will review material concerns individually and may provide an explanation, a partial refund, a full refund, a Platform credit, a replacement experience, a chef review, or no refund.
Partial Refunds and Platform Credits
Where a full refund is not appropriate, Chez may issue a partial refund or Platform credit as a good-faith resolution.
Chez may consider:
- Cancellation timing
- Services completed
- Expenses already incurred
- Responsibility for the interruption
- Prior communications
- Safety circumstances
- Effect on the Household
- Effect on the chef
- Reservation history
- Applicable law
Platform credits
A Platform credit:
- May be limited to future Chez services
- Is generally non-transferable
- Has no cash value unless required by law
- May be subject to an expiration date disclosed when issued
- May not be used to avoid valid outstanding charges
- May be revoked if obtained through fraud
Platform credits expire 12 months after issuance unless a different period is disclosed at the time the credit is issued.
Refund Method and Timing
Approved monetary refunds will generally be returned to the original payment method.
Chez will normally initiate an approved refund within 5 to 10 business days after the final resolution.
The Household's financial institution may require additional time to post the refund.
Chez is not responsible for processing delays controlled solely by the payment provider or financial institution.
If the original payment method is unavailable, Chez may request additional information to provide a lawful alternative.
Payment Disputes and Chargebacks
If the Household believes a charge is incorrect, it should contact Chez Support before initiating a dispute with the payment provider.
Chez may review:
- Reservation records
- Agreement acceptance
- Grocery receipts
- Payment authorization
- Messages
- Cancellation timing
- Service records
- Refund history
- Other relevant documentation
Contacting Chez first may allow the concern to be resolved more quickly.
The Household must not initiate a knowingly false or misleading chargeback.
Chez may provide relevant transaction records to the payment processor when responding to a chargeback.
A payment dispute does not eliminate a valid payment obligation.
Nothing in this policy limits a Household's non-waivable rights under applicable law or payment-network rules.
Questions regarding this policy should first be directed to Chez Support. Any dispute relating to this policy will be handled under the dispute-resolution provisions contained in the applicable Chez agreement.
Repeated Cancellations or Policy Abuse
Chez may review or restrict an account that demonstrates repeated or abusive patterns involving:
- Late cancellations
- No-shows
- Payment failures
- False emergencies
- Repeated chargebacks
- Refund fraud
- Booking manipulation
- Misrepresentation
- Repeated access failures
Possible actions
Possible actions may include:
- Warning
- Deposit requirement
- Payment in advance
- Reduced booking privileges
- Temporary restriction
- Account suspension
- Account termination
Chez will review patterns individually and will not automatically penalize a Household for a genuine emergency or protected legal activity.
Changes to This Policy
Chez may update this policy to reflect changes in:
- Service models
- Chef preparation requirements
- Payment practices
- Market conditions
- Applicable law
- Platform operations
- Safety procedures
Changes will apply only to reservations confirmed after the new policy's effective date unless the Household affirmatively agrees otherwise or applicable law permits a different result.
Each published version displays a version number, last-updated date, effective date, summary of material changes, and archived prior version.
Contact
Household Support: admin@chezkitchen.com
Billing Support: admin@chezkitchen.com
Legal Notices: admin@chezkitchen.com
Report a Safety Concern: /support/report-a-concern
The Household should include its reservation number and account email when contacting Support.
For an immediate threat to life or safety, contact the appropriate local emergency service. Chez, LLC is not an emergency-response provider.
Related Chez Policies & Agreements
- Terms of UseRead
- Privacy PolicyRead
- Cookie PolicyRead
- Data RequestsRead
- Household Service AgreementRead
- Chef Services AgreementRead
- Cancellation & Refund PolicyCurrently Viewing
- Community StandardsRead
- Trust & SafetyRead
- Fair Access & Community CommitmentRead
- AccessibilityRead
- Data & SecurityRead
- Responsible AIRead
- Electronic Communications ConsentRead
- Report a ConcernRead
Where a reservation-specific agreement exists, that agreement controls. Otherwise the Chef Services Agreement, Household Service Agreement, Terms of Use, Cancellation & Refund Policy, Privacy Policy, Community Standards, and Trust & Safety apply in that order. If two documents appear inconsistent, the more specific agreement controls.
Incorporated into reservation acceptance
This policy is incorporated into the Household Service Agreement accepted at reservation and does not require a separate standalone signature.