Return & Cancellation Policy

Return & Cancellation Policy

Effective Date: June 6, 2025

At Noval Bloom Inc., we deeply value your trust and are committed to creating a supportive and transparent experience for every client. This policy outlines our guidelines for cancellations, rescheduling, and refunds to ensure clarity and fairness.

1. Prepaid Services & Packages

All services offered through Noval Bloom Inc. must be prepaid in full at the time of booking. This applies to both one-time services and packages for:

  • Cleaning (Noval Bloom Clean)

  • Meal Preparation (Noval Bloom Nourish)

  • Companion Support (Noval Bloom Care, including virtual sessions)

  • Payment confirms your agreement to these return and cancellation terms.

2. Cancellation & Rescheduling

We understand life can be unpredictable. Here’s how cancellations are handled:

a. Cancellations with More Than 48 Hours’ Notice

You may reschedule your service or request a refund (minus a 5% processing fee).

Refunds will be returned to the original method of payment within 7–10 business days.

b. Cancellations Within 24 - 48 Hours of Service

You may request to reschedule, subject to contractor availability.

Refunds will not be issued, but credit may be applied toward a future booking (must be used within 30 days).

c. Cancellations Under 24 Hours or No-Shows

  • Under 24 24-hour notice: 50% payment will be refunded or added to the account as credits for future use

  • No Show/ No-entry: No refunds or credits will be issued to honour our staffing commitments and ensure consistent and reliable care for all families. This includes clients who are unavailable at the time of scheduled service or do not meet entry and engagement requirements.

3. Late Start or Incomplete Sessions

If your service starts late due to client delay, the session will still end at the originally scheduled time. Our staff may accommodate a longer session only if their schedule permits, and additional fees may apply. See Terms & Conditions.

4. Multi-Hour Packages

Our support packages are flexible and can be broken into multiple sessions

Once sessions have been booked and started, they are non-refundable.

Unused sessions may be rescheduled within 30 days of the original purchase.

5. Service Refusals & Behaviour Policy

Noval Bloom reserves the right to refuse or discontinue service if:

  • A client exhibits abusive, unsafe, or discriminatory behaviour.

  • The home is unsafe or inappropriate for the contractor.

  • In these cases, no refund or credit will be issued. See Terms & Conditions.

6. Contractor Illness or Emergency

If a contractor becomes ill or is unable to attend due to an emergency:

  • You will be notified as early as possible.

  • You may reschedule the service or receive a full refund if no alternative contractor is available.

7. Refund Processing

Approved refunds are:

  • Returned via original payment method.

  • Processed within 7 - 10 business days of confirmation.

  • We do not refund cash payments. Account credit may be offered in specific situations.

8. How to Request a Cancellation or Refund

To cancel or request a refund, please email support@novalbloom.ca with:

  • Your full name:

  • Booking date and time:

  • Reason for cancellation:

If you have any concerns about your service, we encourage you to contact us directly. Your care, dignity, and trust are our top priorities.