Policy at a glance
For the initial launch, a customer can cancel or reschedule without a House Servicings cancellation fee until work starts. A service starts only when the customer shares the booking start PIN or otherwise records approval in the platform.
A service-specific page may offer a more favourable policy. Any future cancellation charge must be shown before confirmation and will not apply retrospectively.
Before a professional is assigned
Cancel or choose another slot from the booking account. Any prepaid amount for the cancelled service is refunded to the original method. Other services in a multi-service cart remain active unless separately cancelled.
After assignment but before work starts
You may still cancel without a platform cancellation fee during the initial launch. Please cancel promptly so the professional can be released. Repeated bad-faith bookings or denial of access may lead to an account review, but not a hidden charge.
After work starts
Once work starts, the completed and reasonably incurred portion may be payable. Stop the job through support if the scope, identity, safety or price does not match the confirmed booking.
Refund eligibility is assessed using the confirmed scope, customer approvals, job status, evidence, parts used and any non-returnable custom material. This does not reduce statutory remedies for deficient service.
Platform or provider cancellation
If House Servicings or the assigned provider cannot perform the service, you may accept a replacement or reschedule. If you decline, any prepaid amount for unperformed work is refunded in full.
We do not substitute wallet credit for money without your affirmative choice.
Failed, duplicate and excess payments
A failed payment may remain pending while the gateway reconciles it. Do not repeatedly pay unless the booking shows no successful payment. Confirmed duplicates or excess collections are returned after reconciliation.
Bank or gateway display times are outside our direct control, but accepted refunds are initiated within a reasonable period and tracked by reference.
Refund method and timing
Refunds normally return to the original payment method. Where that is not technically possible, support will verify a lawful alternative. Gateway processing can take several working days after initiation.
Cash or pay-after-service refunds require a recorded receipt and verified destination. Promotional credits are restored only if their original conditions permit.
Parts, consumables and custom items
Unused standard parts supplied by a professional may be removable or returnable where safe and lawful. Installed, consumed, hygiene-sensitive, opened or custom-procured items may not be refundable unless defective, misdescribed or otherwise covered by law.
The professional must obtain approval before procuring chargeable materials and provide a price or evidence when required by the booking.
How to request review
Open the booking, choose support and state the service, amount and outcome requested. Attach only relevant photographs, invoice or payment reference. We acknowledge a consumer grievance within 48 hours and target resolution within one month.
If unresolved, you may use lawful consumer remedies including the National Consumer Helpline or the appropriate Consumer Commission.