Refund & Cancellation Policy
What happens to your money if a booking, application or agreement does not go through.
This policy explains how refunds and cancellations work for tokens, deposits, rent, lease, short-stay and purchase-related payments made through Hommigo, whether you are a tenant, owner, broker, buyer or seller.
01 What this policy covers
This policy explains how refunds and cancellations work for payments you make through the Hommigo app, such as booking tokens, deposits, rent, lease payments and purchase-related amounts. It applies alongside our Terms & Conditions.
Hommigo is a marketplace that connects tenants, owners, brokers, buyers and sellers. For most transactions, the underlying rental, lease, sale or booking agreement is between the users involved, not with Hommigo. Where an owner, broker or society sets their own cancellation terms in the app, those terms apply in addition to this policy.
02 Booking tokens and deposits
A booking token is a small refundable amount you pay to reserve a rental, lease or property you are interested in buying, while the owner or seller reviews and confirms.
- If the owner or seller declines your request, or does not respond within the time shown in the app, your token is refunded.
- If you withdraw your own request before it is accepted, your token is refunded.
- Once an owner or seller accepts and both sides move forward, the token is usually adjusted against your deposit or first payment, as shown in the app before you pay.
- Security deposits are refundable at the end of a tenancy or lease, subject to the agreement between you and the owner (for example, deductions for damages or unpaid dues) and any process the owner or society follows for the handover.
03 Rent, lease and short-stay payments
Rent, lease instalments and short-stay booking amounts are paid to reserve or continue an ongoing arrangement with an owner. Once a payment is made for a period that has started or a stay that has been confirmed, it is generally not refundable, except where the owner agrees to a refund or where the app shows a specific refund window (for example, free cancellation before a short stay begins).
If a payment fails, is duplicated, or is charged but not reflected in the app, contact us with the payment reference and we will help you follow it up with our payment partner.
04 Buying a property
A token paid to express interest in buying a property is refundable if the seller does not proceed, as explained above. Once you and the seller agree on terms and move to a formal booking or sale agreement, refund terms for that stage are the ones stated in that agreement, since sale transactions of this size are governed by the specific agreement between buyer and seller.
05 Cancelling on your side
You can withdraw an application, request or booking at any point before it is accepted by the other party, from within the app. Once accepted, cancellation depends on the specific terms shown for that listing, agreement or booking, since these are set by the owner, broker or society, not by Hommigo.
06 How refunds are processed
Eligible refunds are processed to your original payment method through our payment partner. Refund timelines depend on your bank and payment method; the app shows the expected timeline for each transaction where applicable.
We do not hold refund amounts beyond what is needed to process them safely; refunds are not paid out in cash or to a different account than the one used to pay.
07 Amounts that are not refunded
Amounts already paid to an owner, broker or service provider for a service actually delivered (for example, a completed short stay, a month of rent already lived, or a service already performed) are not refunded through Hommigo. Any payment gateway charges that a bank or card network does not reverse may also not be refundable, where applicable.
08 If something goes wrong
If you believe a refund is owed and has not been processed, or if you disagree with an owner, broker or seller about a cancellation, contact us with the details. We will look into it and, where the matter is between two users, help both sides reach a resolution.
09 Changes to this policy
We may update this policy as Hommigo adds new payment types or features. We will post the updated policy here with a new "last updated" date.
10 Contact us
If you have a question about a specific refund or cancellation, reach out to us any time with your payment or booking reference.