Service Delivery Policy

1. What You Are Paying For

There is no physical shipping on Homsema. Depending on the transaction, a payment relates to one of the following:

• Subscriptions & advertising — agents and service providers pay us for listing plans, featured placement and ad boosts. These are delivered instantly to the vendor's dashboard on successful payment.
• Service bookings — a customer books and pays for a service (e.g. moving, cleaning, repairs, legal or valuation services) which the provider then performs directly for the customer.
• Property viewings — a customer books and pays for a scheduled viewing, which the agent hosts at the agreed time and place.
• Property transactions — rent payments, purchase deposits and instalments made through the Platform toward a property.

2. Instant (Digital) Fulfilment

Subscriptions, featured listings and advertising are activated automatically as soon as payment is confirmed. The vendor receives immediate access to the purchased feature, and a receipt is emailed to them. No physical delivery is involved.

3. Service Bookings & Property Viewings

For bookings, the service is delivered in person by the vendor to the customer at the agreed time and location. To protect both sides, we use a hold-and-release ("escrow") process:

• When a customer pays for a booking, the funds are held by Homsema rather than paid out immediately.
• After the service is performed, the customer confirms completion on the Platform.
• On confirmation — or automatically after a maximum of 14 days if no dispute is raised — we release the funds to the vendor, less our commission.
• If the customer reports a problem within that window, the funds stay on hold until the issue is resolved under our Refunds & Cancellations Policy.

This means a vendor is paid only after the customer has received the service, and a customer is protected until they confirm they are satisfied.

4. Timing & Scheduling

• Booking dates and times are agreed between the customer and the vendor at checkout.
• Vendors are expected to deliver the service at the scheduled time and to communicate promptly about any change.
• If a vendor cannot deliver, the booking is cancelled and the customer is refunded in full (see the Refunds & Cancellations Policy).

5. Vendor Payouts

Released funds are settled to the vendor's registered bank account or mobile-money number on file, after deducting Homsema's commission and any applicable transaction charges. Vendors can see the status of each booking — pending, held, released or refunded — in their dashboard.