Cancelling.

Last updated 4 October 2026

We hold one day and one hour for you, and we turn other homes away to keep it. That is the whole reason this page exists.

The deposit

A $50 deposit holds your first visit. It is not an extra charge: it comes straight off what you pay for that visit. The rest is settled once we have finished, never before.

If you need to move or cancel a visit

More than 48 hours before

Nothing is charged. Your deposit moves to the new date, and we find you another one.

Between 24 and 48 hours before

The $50 deposit is kept. Everything else is cancelled with no charge.

Less than 24 hours before

Half the visit is charged. At that point the day is ours and we can no longer fill it.

If we cannot get in

Half the visit is charged. We wait twenty minutes and we call you twice before we leave.

Letting us know

Call or text 678-724-9732, or write to hello@hicohousehold.com. The time we go by is when your message reaches us, not when it was sent.

If we are the ones who cancel

Nothing is charged, your deposit moves to the next date, and we tell you the moment we know. If we cancel twice in a row on you, your next visit is free. We would rather carry that than waste your day.

Weather, illness and the rest of life

Ice, a storm, a sick child, a family emergency. Tell us and we move the visit at no cost. This is not a loophole we expect anyone to use twice a month, and we have never needed a rule for it.

If you are a member

You can pause for up to eight weeks a year at no cost, as long as you tell us more than 48 hours before the next visit. Your day and your hour are still yours when you come back. To stop altogether, tell us before your next visit and nothing further is charged.

Refunds

Anything we owe you goes back to the same card within five business days. Your bank may take a few days more to show it.

If something was not right

This is not a cancellation, it is our mistake. Tell us within 48 hours and we come back and fix it at no cost. That is what the signed card is for.