Cancellation and Refund Policy.
Clear expectations when plans change or a service cannot be completed.
Effective date: 8 August 2026
Customer cancellation
You may cancel while a booking is in request, assignment, accepted, travel or arrival stages. Once work starts, online cancellation is disabled and support must review the request. The current sample rule allows free cancellation more than four hours before the slot and applies a configurable 10% charge inside that window.
Rescheduling
Eligible bookings can be moved to a future date and time before work begins. The system checks the assigned professional’s active bookings to prevent a conflict. If the professional is unavailable, choose another slot or contact support for reassignment.
Provider cancellation
Providers may cancel only before work begins and must record a reason. Repeated cancellation affects performance statistics and can lead to assignment restrictions or account review.
Refund requests
When a paid booking is cancelled, the applicable refundable amount is recorded after any cancellation charge. The refund starts in requested status, requires authorised review and receives a unique idempotency key to prevent duplicate processing.
Service complaints
For incomplete, damaged or materially different work, create a complaint ticket with the booking number and relevant evidence. HOMEMATE may review status history, job PIN verification, payment records, messages and before/after photos.
Refund destination and timing
Approved online refunds should return through the original payment channel where supported. Wallet refunds may return to the wallet. Bank and gateway processing times vary. Cash refunds require an administrator-recorded settlement method and reference.
Cancellation charge and refund amount are stored separately in the booking and ledger. A completed refund cannot be processed twice because refund, payment and ledger operations use unique idempotency references.