Refund & Cancellation Policy

You can cancel from the booking detail page in the app.

• More than 24 hours before the scheduled start: cancel free of charge with a full refund.
• Within 24 hours of the start: a 50% late-cancellation fee applies and the remainder is refunded.
• No-show, or no access to the property at the booked time: charged in full.

If a practitioner declines a request or cancels a confirmed booking, you are not charged, and any authorised amount is released or refunded in full. Where possible the app will show other verified practitioners offering the same service at the same time so you can rebook in a few taps.

If the service was not delivered as described, was incomplete, or caused damage, report it from the booking within 7 days of the appointment. Our team reviews reports and aims to respond within 5 business days, and may arrange a partial refund, a full refund or a re-service depending on the outcome.

Card refunds are returned to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank. Amounts paid from wallet balance or a voucher are returned to your Homey wallet so they can be used on a future booking.

Vouchers are non-refundable once issued and cannot be exchanged for cash, except where required by the Australian Consumer Law. A voucher balance can be redeemed against any eligible service or product in the app. If a voucher email does not arrive, you or an administrator can resend it from the vouchers screen.

Faulty, damaged or incorrectly described items can be returned for a refund or replacement — contact us within 7 days of delivery with photos. Perishable items such as fresh produce, and made-to-order items such as commissioned artwork, are not returnable for change of mind. Change-of-mind returns on other items are at the seller's discretion, and return postage is generally the buyer's cost.

Please contact us before raising a chargeback with your bank — most issues are resolved faster in the app. For help with a refund, cancellation or dispute, email concierge@homesbyhomey.com with your booking or order reference.