B.O.G. Squad Refund Policy

Last updated October 2, 2026. Part of the Terms of Service.

How payment works

You are not charged when you request a job or when BOGs bid. You pay when the job is booked: when a BOG accepts the date and time you set, when you pick a bid, or when you approve the date and time a BOG proposed. You pay the BOG's price by Zelle, with no fee, or by card at the card price, which adds 3% of the price plus 35 cents for card processing. We pay the BOG when the job is delivered to you. You can still report a problem within 24 hours of delivery.

The card processing amount is not refundable, including when a job is cancelled or refunded. For a partial refund, we tell you the amount before it is sent.

If you cancel

• Before the job is booked, or before you paid: there is nothing to refund.
• After you paid, and more than 24 hours before the confirmed time: full refund, except the card processing amount if you paid by card.
• Less than 24 hours before the confirmed time, or after the BOG is on the way: you are charged a $35 late cancellation fee, which goes to the BOG for holding the time, less our service fee. The rest is refunded.
• If you decline the BOG's proposed time: you were not charged. Your job goes back out to other BOGs.

If the BOG cancels or does not show up

Full refund, or we help you find another BOG right away, your choice. The BOG is not paid, and repeated cancellations or no shows can pause their account.

If the BOG cannot get in

If the BOG arrives at the confirmed time and cannot get into the property because the access details were wrong or no one was there to let them in, and they show that with photos in the app, you are charged a $35 trip fee, which goes to the BOG less our service fee. The rest is refunded. You can rebook.

If there is a problem with the job

Tap Report a problem within 24 hours of delivery and tell us what is wrong. We review the photos, videos, answers and messages. The BOG is usually already paid by then, so any refund comes from us, not from waiting on the BOG. Depending on what we find, we will do one of these:

• Ask the BOG to finish missing items within 24 hours, at no extra cost to you.
• A partial refund, when some of the work was done well and some was not.
• A full refund, when the job is not usable: the wrong property, most items missing, or photos and video too poor to use.

A rating of 1 or 2 stars also pauses the BOG from new jobs and holds any payment not yet sent to them while we review. A low rating on its own does not create a refund; we decide from the actual work.

What is not refunded

• A job that was completed as requested, where the issue is the condition of the property itself.
• Problems reported after the 24 hour review window, except where we find fraud or the wrong property.
• Payments made outside the app. We cannot refund money we never handled.

Tips

• Tips go 100% to the BOG. A tip is refunded only when the whole job is refunded, or when it was charged by mistake.

How refunds are paid

Card payments are refunded to the card or wallet you paid with, and usually show up in 5 to 10 business days, depending on your bank. Zelle payments are refunded by Zelle to the account you paid from, usually within 2 business days. We will tell you in the app when a refund is sent.

Card disputes

Please contact us before disputing a charge with your bank. We can usually fix it faster. If a charge is disputed while we are also reviewing a problem report, we pause our review until the bank decides.

Contact

Questions about a charge or refund: info@reneweqllc.com, or Help and support in the app.