Refund Policy
Last updated: 8 December 2025
At HostMate, we aim to deliver a perfectly guest-ready home after every clean.
If you are not satisfied with the service, we'll make it right.
1. Guest-Ready Guarantee (Free Re-clean)
- ✓If you report an issue within 24 hours of the clean, we will arrange a free re-clean as quickly as possible.
- ✓A re-clean will always be offered before a refund.
- ✓Issues must be supported with photos or short video, so our team can review what went wrong.
2. Eligibility for Refunds
A refund may be issued only if:
- •We fail to complete the re-clean, OR
- •The re-clean does not resolve the reported issue, OR
- •A cleaner arrives more than 2 hours late without prior communication, OR
- •A cleaner does not attend the booking at all.
Refund amount = service fee minus any add-ons that have already been delivered.
3. Non-Refundable Situations
Refunds cannot be issued if:
- ✗Incorrect address, access problems, key issues, code problems
- ✗Host does not show up or check-out has not happened
- ✗Property is excessively dirty beyond normal Airbnb standards (deep clean required)
- ✗Additional tasks were expected but not included in the booking
- ✗Cancellations outside the allowed time window (see below)
4. Cancellation Policy
Hosts may cancel:
Note: Cleaners reserve the right to mark a property as "no-show" after 30 minutes of no access.
5. Add-ons Refund Policy
Add-ons that have already been completed (linen change, consumables refill, oven clean, etc.) are non-refundable.
6. Repeated Issues or Abuse
We reserve the right to refuse future service or refunds in the case of repeated misuse, false reports, or unreasonable expectations outside standard Airbnb cleaning procedures.
Questions?
If you have any questions about our Refund Policy, please contact us at:
Email: support@hostmate.com