Refund Policy
When Refunds Apply
HomecareHub offers refunds only when services are not delivered as described, are significantly substandard, or are cancelled by the Service Provider before completion.
Clients must report issues through the Platform's Resolution Centre within 48 hours of service completion (or scheduled start time for no-shows) with supporting evidence such as photos, messages, or third-party assessments.
Refunds are evaluated case-by-case and issued to the original payment method within 7–10 business days upon approval; partial refunds may apply if some services were satisfactorily rendered.
No refunds are granted for dissatisfaction based on subjective preferences, changes of mind, or disputes reported outside the designated window.
Refunds for Cancellations
Cancellations initiated by Clients are subject to our published Cancellation Policy: full refunds are available if cancelled more than 24 hours before the scheduled service, while cancellations within 24 hours incur a fee equivalent to one hour of booked service to compensate the Service Provider for reserved time.
Services already completed or substantially performed are non-refundable except in cases of verified misconduct, safety violations, or breach of professional standards.
Fraud & Final Decisions
HomecareHub reserves the right to withhold refunds where fraud, policy abuse, or off-platform transactions are detected, and all refund decisions are final unless overturned through our formal appeals process or as required by Kenyan consumer protection law.
Need to file a claim? Visit the Help Centre for what to have ready before you contact Support.