Policy
Cancellation & Refund Policy
HomePets keeps the V1 cancellation policy narrow so guests, providers, and support can handle issues consistently during launch.
Guest cancellations
For the curated V1 launch, bookings cancelled at least 48 hours before check-in should be treated as refund-eligible unless the booking record shows otherwise. Later cancellations may still be accepted, but refunds are not guaranteed.
Provider or platform issues
If HomePets or the assigned provider cannot fulfil a confirmed booking, the customer should be offered a full refund or a supported rebooking option where available.
How refunds are handled
Refunds are processed against the recorded booking and payment state. During V1, refunds may be handled manually by HomePets after cancellation is reviewed rather than being fully self-serve in the customer UI.
Non-refundable cases
Completed stays, no-shows, or cancellations after service delivery has started are not normally refundable unless HomePets determines there was a service failure or billing error.