If a visit isn't right, tell us and we'll fix it.
We don't put a "satisfaction guaranteed" stamp on our work. We do the tasks, send a photo report, and make it right if something's off. Here's exactly how that works.
Three things, said plainly.
No badge on the door, no fine print at the bottom of the contract. Just how it works, what you do, what we do, and how it gets fixed.
Tell us within 48 hours
Text or email us within 48 hours of any visit. We respond within an hour during business hours. Telling us early keeps the photo report fresh and the fix simple.
We redo or refund, your call
If we did the work wrong, we'll come back and redo it at no charge. If you'd rather have your money back, we'll refund it. Your call, not ours.
No "satisfaction guarantee" stamp
We don't put a badge on our work. We do the tasks, send the photo report, and fix what we got wrong. That's the guarantee.
Broken down by where the work happened.
Different parts of the company carry different commitments. Here's how each one gets resolved when something isn't right.
Full redo or full refund
Window cleaning, soft wash, gutters, duct cleaning, holiday lighting, if the work we did doesn't hold up, we come back and redo the whole job, or we refund the whole job. You pick.
Redo or comp the next visit
If a task on a scheduled visit wasn't done right, we'll come back and redo the work, or we'll comp your next scheduled visit. Same as the Pros work, your choice, not ours.
We fix it next visit, no charge
If a 30-Min Helper task goes wrong, we broke the bulb, left a grille loose, scuffed a cabinet door, we fix it on the next visit at no charge, and it doesn't burn your next Helper window.
We step in. If it doesn't resolve, we cut the pro.
HVAC, plumbing, electrical, work done by a vetted pro we routed you to. You pay the pro directly and we never mark it up. If you're unhappy, tell us. We step in and help work it out. If it still isn't resolved, that pro comes off our roster. We only keep pros our members are glad we sent them to. How the Pro Network works →
Honest about the edges, too.
A guarantee that covers everything covers nothing. Here's what sits outside the guarantee, and why.
- We don't refund membership months for visits you asked us to skip. If you ask us to skip a scheduled visit, the month still bills. Your membership is the recurring care plan, not a single visit.
- We don't refund Pros services for mid-job changes we couldn't accommodate. If the scope shifts after we're on site, we'll talk it through, but we won't refund work we already completed under the original scope.
- We don't refund for problems in your home that were there before our work. Our photo report documents what we did on each visit, the tasks we completed, with photos. We do tasks; we don't give opinions on the condition of your home.
Cancellation, the plain version.
There are three ways a membership ends, and each one works a little differently. Here's how, even when it's not in our favor.
Standard members
Cancel anytimeCancel anytime from your member portal or by texting us. Cancellation takes effect at the end of the current billing cycle, we don't issue partial-month refunds, but you keep visit access through the cycle you've already paid for.
You also keep your photo report history in your portal. Even after cancellation, your record of what we did at your home stays available, that's your record, not ours to take back.
Founder members
The plain readYou can cancel anytime, the same way standard members do, and because you pay the standard rate, leaving doesn't cost you a discount. What cancelling permanently forfeits is the founder identity itself. We're saying this plainly: founder status belongs to the first 50 households in your neighborhood, and once you cancel it's released.
- Your founder number. Your numbered Founder #N of 50 identity opens back up. You can't reclaim it, even if a spot opens up later.
- Your spot on the founder wall. If you opted in, your first name and neighborhood come off the public founder wall.
- Your charter-member status. Being part of the founding cohort that launched the company is one-time, it doesn't reinstate on a re-join.
None of that is a penalty for leaving, your free first month was already yours, and there was never a founder rate to lose. The founder identity is recognition for being one of the first 50 households in your neighborhood, and that recognition only means something if it stays with the households that showed up first.
Pausing instead of cancelling
Up to 3 months / yearStandard members can pause for up to 3 months per year, useful for snowbird homeowners, long travel stretches, or a season when you don't need us. While paused: no billing, no visits, full reactivation when you're ready.
Founder members can pause too, and all founder benefits are kept on reactivation. Pausing does not forfeit founder status, only cancellation does. If you're not sure whether to stop, pause first.
Three ways. Pick the easiest.
We process cancellations in under an hour during business hours. No call required, no "let me transfer you," no retention script.
Text us, easiest
(210) 555-0100, text "cancel my membership" and we'll process it. Under an hour during business hours.
hello@housewell.casa, we'll reply within an hour during business hours and confirm the cancellation in writing.
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 try to talk you out of it, and we won't route you through a manager. If you want to cancel, we cancel, the first time you ask, the same day.
Why we don't trap people.
Making cancellation hard creates frustrated former customers and bad reviews. Letting people leave easily means they come back when their situation changes, and they tell their neighbors we made it easy. 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, here's how the rest of it works.
Small claims court, Bexar County, TX
If we can't resolve a service complaint between us, small claims court in Bexar County, TX is the venue. We're a local company, this is a local court, both sides can show up without lawyers.
No binding arbitration on consumers
We don't force you into private arbitration in our contract. That's a deliberate choice. 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 →