Refund & cancellation policy

Last updated October 31, 2026

Fair rules, the same in both directions: whoever cancels pays the cost of the cancellation. Whoever shows up is covered.

How payment works

When you book an errand, a 50% retainer holds your runner. The remaining balance is due after the job is done.

If you cancel (customers)

• Before a runner has accepted your job — free cancellation. You get 100% of your retainer back. No fee, no questions.
• After a runner has accepted — a 20% booking fee applies. The fee is 20% of the errand's total price; the rest of your retainer is refunded. 80% of the fee goes to your runner to cover gas and time, so a cancellation never comes out of their pocket.

Example: your errand is $100 and you paid a $50 retainer. You cancel after your runner accepted. The booking fee is $20 — $16 goes to your runner and $4 to Errand Runners — and $30 is refunded to you.

If a runner cancels (runners)

• Within 10 minutes of accepting — no penalty. Decline the job and the customer gets a full refund.
• After 10 minutes — you are committed. Accepting a job takes it off the market for other runners.
• If you can't show up, communicate. Tell us the reason when you cancel. A runner who cancels with a valid reason is charged 20% of the errand price for the lost opportunity, collected from the card on file or from their next payout. The customer gets a 100% refund of their retainer plus a courtesy voucher worth 20% of the cancelled job toward a future errand.
• No-shows without communication are banned. A runner who accepts a job and doesn't show up — no call, no message, no explanation — is removed from the platform permanently once we confirm it. The customer gets a full refund and the 20% courtesy voucher. Our customers trust us with their families, their homes and their time. That trust is the job.

To report a no-show, tap “Runner didn't show?” on the job page; we confirm and refund. Refunds go back to the card you paid with; banks usually take 5–10 business days to show them.

Reward dollars

Reward dollars are digital wallet credit earned from completed errands. They have no cash value, cannot be cashed out, and are never returned to your card. They count only toward the balance of a future errand.

Business map listing ($99 per year)

The listing is a one-time charge covering 12 months. It does not renew automatically. Once your business is listed, the fee is not refundable. To cancel a listing, call Customer Service at 650-580-5168.

Preferred Networks monthly plans

YOU LEAD ($99/month), WE GROW ($299/month) and WE PARTNER ($599/month) are billed monthly by card and renew each month. You can stop anytime: send a stop request from My business at least 7 days before your next charge and, once approved, no further charges are made. Requests sent less than 7 days before a charge take effect after the following month. Refunds of a monthly charge are reviewed and approved case by case.

Questions? Call Errand Runners Customer Service at 650-580-5168. Privacy · Terms · Refunds