Version 2026-10-10
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Cancellations and no-shows
One cancellation policy applies to every booking on Pamperly, the same for every provider, and you can cancel from the booking page.
Withdrawing a request the provider has not yet accepted is always free. Cancelling an accepted booking at least 24 hours before the start time is free.
Cancelling an accepted booking less than 24 hours before the start time, or not arriving for an appointment at the provider's location, carries a fee of 25% of the service price, up to a maximum of $25.
If the provider has arrived at your location and you are unavailable or cannot provide access within 15 minutes of the appointment time, the fee is 50% of the service price, up to a maximum of $50.
If a booking is accepted less than 24 hours before the appointment, you may cancel without a fee within 10 minutes of the acceptance.
The service price is the price of the services and add-ons after any discount, and excludes travel fees, taxes and tips. A provider may choose to waive a fee.
If the provider declines or cancels, if your request expires unanswered, or if Pamperly cancels the booking, you owe no fee and any payment made through Pamperly is returned to you in full, whenever that happens. For eligible card payments, applicable cancellation fees may be processed according to the policy agreed to when booking. For other payment methods, the provider is responsible for requesting and collecting any applicable fee directly from you, and Pamperly does not guarantee collection of cancellation fees.
How a fee is collected depends on how you paid. If you paid by card through Pamperly, the fee is deducted from your refund automatically and the rest goes back to your card; the fee belongs to the provider, and Pamperly keeps no part of it. If you arranged to pay the provider directly, no money moves through Pamperly, and the provider may ask you to pay the fee directly.
If you believe a fee was charged when it should not have been, for example because the provider marked themselves arrived but never came, tell support within 30 days. We review the booking's record, including when the provider marked their arrival, correct the record when it is wrong, and act on the provider's account if the arrival or no-show was false. Pamperly cannot move the money itself; for a card payment you can also dispute the charge with your card issuer.
Providers appreciate as much notice as possible. If your appointment is less than 24 hours away, please also message the provider directly in the booking's chat thread so they see it right away.
Providers are expected to honor confirmed bookings and keep their availability current. A customer who does not show up after a grace period, or a provider who does not show up, can have the booking marked a no-show, and a reason is recorded whenever a booking is cancelled, declined or marked a no-show. Repeated no-shows, late cancellations or abusive behavior, by a customer or a provider, may lead to account restrictions or removal from the marketplace.
Payments
Most bookings are paid to the provider directly, using a payment method the provider accepts, such as cash, a card handled in person by the provider, or a payment app. Pamperly is not a party to those payments and does not process, hold, transmit, collect, guarantee, insure, protect or refund them, and any card reader or payment app used at an appointment belongs to the provider and their own payment provider, not to Pamperly.
Where a provider offers it, you can also pay by card on Pamperly when you send a booking request. That payment is still made to the provider, not to Pamperly: your card is charged by Square, a payment processor, into the provider's own Square account. Your card details go straight from your browser to Square, never to Pamperly. Pamperly does not receive or hold the money and takes no part of it, and Pamperly is not a payment processor or a money transmitter. Square's own terms apply to its part of the payment.
When you pay by card on Pamperly, refunds under the cancellation policy happen automatically. You are refunded in full if you withdraw your request before the provider accepts it, if the provider declines or cancels, if your request expires unanswered, or if Pamperly cancels the booking. If you cancel late or do not show up, the fee the cancellations section describes goes to the provider and the rest is refunded. Refunds go back to the card you paid with, and how soon they appear depends on your card issuer. A card dispute or chargeback is between you, your card issuer and the provider.
Pamperly currently charges customers no booking fee and takes no commission from providers, so today you owe Pamperly nothing for using the marketplace. If Pamperly ever introduces a fee, we will give at least 30 days' notice before it applies, it will never apply retroactively, and it will never change a booking that already exists.
Because Pamperly never holds the money, it cannot reverse, refund or withhold a payment, beyond the automatic card refunds described above. Any other refund, and any tip, deposit or payment dispute, is a matter between you and the provider. We still want to know when something goes wrong, because we can act on accounts, but we cannot move money that never passed through us.
Pamperly issues no tax documents and reports no payments, because it processes none. What a customer pays a provider is the provider's business income, and any tax on it is the provider's responsibility.
Reviews
A customer can review each completed Pamperly booking once, and that review is labelled “Booked on Pamperly”. The label means the review came from a completed booking and nothing more: it does not mean the provider, the service quality or the reviewer's identity was independently verified. A provider can answer a review with one public reply, which appears under it.
Providers can also invite clients they served outside Pamperly to review them, using a review link. These reviews are not labelled “Booked on Pamperly”, and Pamperly does not confirm that the reviewer was a client. Each provider can only ever collect a limited number of them, and they appear exactly as submitted: a provider cannot edit one, hide one, reorder them or choose which ones show. The ten most recent of them still up appear on the provider's page and count towards the rating, alongside reviews from bookings; only Pamperly can take one down, on the grounds described below.
The home page shows a selection of five-star reviews. Every published review, at any rating, appears on the provider's own page and counts towards the provider's rating.
Where a provider connects their Google Business Profile, Pamperly may also show their Google reviews, labelled as from Google. Those reviews are Google's: Pamperly does not check them, and they do not count toward the provider's Pamperly rating, review count, badges or search position.
Reviews must be honest, first-hand and free of incentives. Do not buy, trade or coach reviews. Providers must not pressure customers over reviews, offer anything for a better rating or a removal, retaliate for an honest review, or make service conditional on one, and customers must not threaten a bad review to demand money, a discount or anything else they were not owed. A review is its author's opinion, not Pamperly's, and Pamperly does not routinely check reviews for accuracy.
We take a review down only when it breaks these terms, appears to be fake, or did not come from a genuine customer, and the provider's rating is recalculated without it. We never take one down because a provider disliked the rating, and never in exchange for anything.
Your photos, words and other content
What you upload stays yours. So that Pamperly can operate, you give Pamperly a non-exclusive, worldwide, royalty-free license to host, store, reproduce and display your content on and through Pamperly, including on a provider's Pamperly website and in link previews, to resize, crop and re-encode it so pages load fast, and to pass it to the service providers that host and deliver the platform. The license lasts while the content is published on Pamperly, plus the short time cached copies take to clear. It is non-exclusive, so you can keep using your own content anywhere you like.
Only upload what you have the right to share, and make sure any identifiable person in a photo is fine with it being shown. Do not post someone else's private information. Pamperly may remove any content that breaks these terms or the law, or that creates a risk for Pamperly or its users.
When content is removed or an account closes, we stop displaying the content, though cached copies can take a short time to disappear. Reviews you wrote may remain after your account closes; you can ask for them to be deleted under the Privacy Policy.
If you send us ideas or suggestions about Pamperly, we can use them without restriction or payment. Tell us nothing you consider confidential.
Texts and emails
By giving Pamperly your phone number you agree to receive service texts there: a one-time code when you sign in by phone, texts to providers when a customer requests or cancels a booking and a reminder while a request is still waiting, a text to the customer when the provider is on the way, and occasionally a text from support about an open question or booking. Message and data rates may apply, and how often you get a text depends on your bookings.
Reply STOP to stop these texts, or HELP for help. If you stop them you may miss time-sensitive booking updates, but email and the site still work. Keep your number current, and tell us if you give a number up, so booking texts never reach a stranger.
We do not send marketing texts. If we ever want to, we will ask for your consent separately, you can say no, and saying no will never affect your service. We email you about your bookings and your account, and we do not sell your number or your email address.
Please read carefully. This section affects your legal rights.
Resolving disputes with Pamperly
This section needs your attention: it changes how a legal claim between you and Pamperly is decided, and you can opt out of it within 30 days.
Talk to us first. Before starting arbitration or a lawsuit, email support@pamperly.us a dispute notice with your name, the email on your account, what happened and what you want. We will send ours to the email on your account. Both sides then have 30 days to try in good faith to resolve it, and neither may start a case before those 30 days pass. The time limit for bringing a claim is paused from the day a dispute notice is sent until those 30 days end.
If that fails, you and Pamperly agree to resolve the dispute through binding individual arbitration instead of a court case, administered by the American Arbitration Association under its Consumer Arbitration Rules before a single arbitrator, with the Federal Arbitration Act governing this section. The arbitrator decides the claim and any question about what this section covers, except that only a court can decide whether the class waiver below is enforceable. Any in-person hearing happens in the county where you live, or another place we both agree on, or by video.
Three kinds of claims stay out of arbitration: either of us may bring an individual claim in small claims court; either of us may go to court for an injunction against infringement or unauthorized use of the platform or of intellectual property; and nothing waives a claim that the law says cannot be arbitrated.
For a claim of 10,000 dollars or less, Pamperly pays the arbitration filing, administration and arbitrator fees, unless the arbitrator finds the claim frivolous. Each side pays its own lawyers unless the law or the arbitration rules say otherwise.
Both of us waive class actions and jury trials: every claim is brought individually, not as a plaintiff or member of a class, collective, consolidated or representative proceeding, and any claim that does end up in court is decided by a judge, not a jury.
You can opt out of arbitration entirely. Within 30 days of first accepting these terms, or of any later change to this section, email support@pamperly.us from your account email with your name and the statement that you opt out of the arbitration agreement. Opting out affects nothing else in these terms, and an opt-out survives later versions of them.
If the class waiver is found unenforceable for a particular claim, that claim proceeds in court, not in a class arbitration, and the rest of this section stands. This section survives the closing of your account.
Providers should also read the Provider Terms. For how personal information is handled, see the Privacy Policy.