Refunds & Cancellations

1. Service Bookings & Property Viewings

• Before the service is delivered: you may cancel for a full refund, provided you cancel a reasonable time before the scheduled slot. The held funds are returned to your original payment method.
• If the vendor cancels or does not show up: you receive a full refund automatically.
• After the service: if the service was not delivered as described, you may request a refund within 7 days by raising a dispute (see Section 4). While a dispute is open, the funds stay on hold.
• If no issue is raised, funds are released to the vendor on your confirmation, or automatically after a maximum of 14 days.

2. Subscriptions, Featured Listings & Advertising

• These are digital services activated immediately, so they are generally non-refundable once the billing period or campaign has started.
• If you were charged in error, double-charged, or a feature failed to activate due to a fault on our side, contact us within 7 days and we will correct it or refund the affected amount.
• You can cancel a subscription at any time to stop future renewals; access continues until the end of the current paid period.

3. Rent & Property Payments

Rent, deposits and purchase instalments paid through the Platform are passed to the relevant landlord, agent or seller under the terms of your agreement with them. Refunds of these amounts are governed by that underlying tenancy or sale agreement. If a payment was made in error or a transaction fails to complete, contact us immediately and we will help recover or reverse the funds where they have not yet been disbursed.

4. Raising a Dispute

If something goes wrong between a customer and a vendor:

• Raise the dispute from your dashboard, or email info@homsema.com within 7 days of the booking, with your reference number and details.
• Our team reviews both sides and may request photos, messages or other evidence.
• While the dispute is open, any held funds remain frozen and are not released to the vendor.
• Based on the outcome, we will either refund the customer from the held funds, release payment to the vendor, or agree a partial resolution.
• We aim to resolve disputes within 5–10 business days.

5. How Refunds Are Paid

• Approved refunds are returned to your original payment method (card or mobile money).
• Refunds typically appear within 3–10 business days, depending on your bank or mobile-money provider.
• Payment-processing fees may be deducted where a transaction has already been completed and settled, except where the refund is due to our error or a vendor's failure to deliver.