01Before you confirm
Review the cancellation terms shown for your selected service and region before booking. Cancellation eligibility and any charge can depend on the scheduled time, work already arranged, payment status and whether fulfilment has started. This policy does not introduce a universal fee or deadline for every service.
02How to request cancellation
Use the cancellation option available in your booking details or contact in-app Support. Provide the booking reference and reason for cancellation. Check the updated booking status; closing the app, sending a general enquiry or uninstalling the app does not cancel a booking.
03Moving and vehicle services
Provide notice as early as possible if your plans change. A cancellation before work starts follows the booking’s regional policy. If work has begun, or a change affects the inventory, access, route or vehicle requirements, contact support to agree the next steps rather than assuming the original booking remains unchanged. Any applicable charge must be considered against the terms communicated for your booking.
04Cleaning and custom-days schedules
For one-time cleaning, check the cancellation conditions for the selected visit. For custom-days cleaning, distinguish between cancelling one generated visit, pausing a schedule and cancelling the overall booking. Cancelling the overall booking stops future orders; it does not erase visits already completed. Wallet adjustments for a cancelled visit follow the applicable cleaning cancellation policy.
05Property visits
A requested site visit may need administrative approval before confirmation. To cancel or change it, use the visit record or contact support. Review the visit fee and any cancellation terms for that request. A cancelled visit does not itself create or cancel a tenancy agreement with the property owner.
06Changes and rescheduling
A reschedule is subject to service capacity, location and the booking’s options. Do not assume a different date or scope is confirmed until the updated arrangement is recorded. Where a change requires a different quote or cancellation, review that arrangement before accepting it.
07Cancellation by operations
Where Hornbill cannot fulfil a request, the booking status and support communication should identify the available next steps. A rejected paid property visit is refunded according to the product refund flow. Other affected bookings are reviewed against their payment record, applicable service terms and law. Contact support if a cancellation status and payment adjustment do not match.
08Refunds and support
Cancellation and refund processing are separate records. Consult the refund policy for wallet credits, payment-provider refunds and transaction issues. Keep your booking reference and confirmation details when contacting support. Applicable statutory rights are preserved.
09Scope and booking-specific rules
This policy covers refund requests for moving, cleaning, vehicle bookings and property visits made through Hornbill. Eligibility depends on the service, selected region, payment record, booking status and cancellation terms communicated before confirmation. A website enquiry does not create a payment or refund entitlement.
10When to request a review
Contact support if you believe you were charged twice, a payment succeeded without a matching booking, a service was cancelled, an agreed service was not delivered, or the charged amount differs from the confirmed arrangement. Include the booking and payment references, the reason for the request and relevant evidence. Never include banking passwords, OTPs or card security codes.
11Moving and vehicle bookings
Refunds following customer cancellation are evaluated under the cancellation policy for that booking. Timing, service status and charges disclosed before confirmation can affect the amount. Disputes about completed work, damage or missing goods require a separate review of the agreed scope and supporting evidence; cancellation eligibility does not settle such a claim automatically.
12Cleaning bookings and recurring visits
A one-time cleaning cancellation follows the applicable regional cleaning policy. Cancelling a custom-days booking stops future generated visits; a cancelled individual visit is considered separately from visits already completed. Eligible refunds for wallet-funded visit charges are recorded in the wallet.
A cancelled cleaning visit is assessed under the regional cleaning cancellation policy. Check the wallet and booking transaction record for any eligible adjustment; completed visits are considered separately.
13Property visit fees
A property visit request is reviewed before confirmation. If operations rejects a paid visit request, the full paid amount is returned to the customer wallet. Any payment-provider-funded portion is credited to the wallet and flagged for a separate manual gateway refund. Other cancellation or refund of a visit fee follows the visit terms and decision for that request. A visit fee does not guarantee a tenancy or refund merely because you decide not to rent the property. Applicable consumer rights remain unaffected.
14Refund destination and status
Wallet credits and refunds are reflected in the relevant transaction history. A wallet credit and a refund to an external payment method are different steps; check the recorded destination and status. Where an external refund is approved, bank and payment-provider processing can affect when funds become visible. Request the refund reference from support if a completed refund is not visible in your account.
15Review and unresolved payments
Support may request information to verify account ownership, payment and booking circumstances. A pending review is not a promise of approval or a fixed payout date. Failed or pending payments should be checked against the payment-provider record before making a duplicate payment. If a refund fails or remains unresolved, contact support with the transaction reference.
16Contact and related policies
Use Support in Hornbill Customer for a booking or payment issue, or the website contact form for help locating the appropriate channel. Read this policy together with the cancellation policy and terms and conditions. No part of this policy limits remedies available under applicable law.