Refund Policy

1. Overview

This Refund Policy explains when and how customers may receive a refund for bookings made through the GooHom Platform. It applies in addition to our Terms & Conditions and Privacy Policy and is governed by the consumer-protection laws of the Republic of the Philippines, including Republic Act No. 7394 (the Consumer Act).

2. Free Cancellation Window

Customers may cancel a booking free of charge up to 6 hours before the scheduled service start time, provided the booking is still in Open status and no payment has been made. Cancellations made within 6 hours of the start time may not be refundable, except in the cases described below.

3. Escrow & the 24-Hour Confirmation Window

Digital payments (GCash, Maya, GrabPay, QR Ph, card, OTC via Xendit) are held in escrow by the Platform until the provider marks the service complete. The customer then has 24 hours to either:(a) Confirm service done — Release escrow immediately to the provider, or(b) Open a dispute, which freezes the escrow release and refers the booking to GooHom for review.
If the customer takes no action within 24 hours, escrow auto-releases to the provider and the booking is considered satisfactorily completed. Off-platform payments (cash, direct e-wallet) are subject to the same 24-hour dispute window once the provider confirms receipt.

4. When You Are Eligible for a Refund

You may request a full or partial refund if any of the following apply:Provider no-show — the provider fails to arrive within 30 minutes of the scheduled start time and does not communicate a delay.Service not rendered — the provider arrived but did not perform the booked service (or a materially different service was delivered).Quality complaint — the service was substantially below the standard reasonably expected, supported by evidence (photos, chat history).Damage caused by the provider — verified, documented damage to your home or belongings caused during the service.Duplicate or erroneous charge — payment captured twice, or for an amount inconsistent with the agreed booking total.

5. When Refunds Are Not Available

Refunds are generally not available for: services completed in line with the booking description; cancellations made within the 6-hour free-cancellation window with no provider fault; customer no-show or failure to grant the provider access at the agreed start time; changes of mind after a service is completed; or any booking where escrow has already auto-released and no dispute was opened within the 24-hour window.

6. How to Request a Refund

To request a refund:Step 1. Open the booking detail screen in the GooHom app and tap Open a dispute (or Dispute this payment for cash/e-wallet jobs) within 24 hours of the provider marking the job complete.Step 2. Describe the issue clearly and attach supporting evidence (photos, chat screenshots) where relevant.Step 3. A GooHom admin will review the dispute, may request additional information from either party, and will issue a written resolution through the in-app notifications and chat. Standard review time is 3–5 business days.

7. How Refunds Are Processed

Once a refund is approved:Digital payments — Xendit refunds the original payment method. Funds typically appear within 5–10 business days, depending on the issuing bank or wallet provider. If the provider has already received an escrow payout, the wallet credit is automatically reversed via the platform’s commission-clawback mechanism.Cash or off-platform payments— refunds are arranged directly between the customer and the provider, with GooHom facilitating coordination where necessary. Where a provider refuses to refund despite an admin ruling in the customer’s favor, the disputed amount is recorded as wallet debt against the provider and offset at the next weekly settlement.

8. Partial Refunds

GooHom may issue a partial refund where only part of the booked service was delivered, or where damages can be reasonably quantified relative to the booking total. The proportion is determined by the reviewing admin based on evidence and is logged in the audit trail.

9. Vouchers & Promotional Credits

Refunds for bookings paid in whole or in part with a promotional voucher (e.g. RETURN50) are issued to the original payment method, less the voucher value. Vouchers themselves hold no cash value, are non-transferable, and may not be re-issued in cash. Voucher caps disclosed in-app continue to apply.

10. Chargebacks

We encourage customers to use the in-app dispute flow before initiating a chargeback with their bank or card issuer, as the dispute process is faster and avoids the permanent account flag that may follow a chargeback. Where a chargeback is filed in parallel with an in-app dispute, GooHom may pause the in-app process until the chargeback is resolved by the issuer.

11. Provider Wallet Reversal

Where a refund is approved after a provider payout has occurred, the commission-clawback mechanism (RPC reverse_release) automatically debits the provider’s wallet by the released amount and re-credits the platform commission. A negative wallet balance blocks the provider from applying to new jobs until settled.

12. Contact Us

For refund-related concerns or questions about this Policy, contact our team through the in-app support chat or message us on our official Facebook page. Customers retain all consumer-protection rights conferred by Philippine law in addition to this Policy.