Plans change. This page explains how to move or cancel a visit with Homio, what a late change costs, and what we do when the change comes from our side. The same rules apply to every service unless your written quote says otherwise.

Changing or cancelling a visit

You can move or cancel a visit for free up to 24 hours before the start of your arrival window. For a visit booked for the 9:00–11:00 window on Thursday, that means any time before 9:00 on Wednesday.

To make a change:

call or text us on (555) 010-0199
use the change link in your booking confirmation
reply to any reminder email

We confirm every change in writing. If you do not get a confirmation within a few hours during opening hours, call us so the crew does not travel for nothing.

Late cancellations

A cancellation less than 24 hours before the arrival window costs $40 (sample amount). The fee covers the crew time we can no longer fill at short notice.

The same fee applies when the crew arrives but cannot get in, after waiting 15 minutes and trying to reach you by phone. The usual reasons:

no key or lockbox code was left
nobody answers the door
the alarm code is wrong and the alarm goes off
the building or gate will not let the crew in

If you know you will not be home, leave access notes when you book, or call us to update them. We would rather call you twice than drive away.

We waive the fee for a medical emergency or a death in the family.

Recurring plans

Weekly, every-two-weeks, and monthly plans follow the same 24-hour rule for each visit.

Skip a visit with 24 hours’ notice. There is no charge.
Your plan rate stays the same unless you skip more than two visits in a row. After that, the next visit is priced at the one-off rate, and the plan rate returns from the visit after.
Pause or end a plan at any time, with no notice period and no exit fee. Visits already inside the 24-hour window are treated as late cancellations.

When we cancel

Sometimes we have to cancel: severe weather, a crew member falls ill, or a vehicle breaks down. When that happens:

we call or text you as early as we can, usually the evening before
we offer the next free arrival window, and you choose whether to take it
you are never charged for a visit we cancel

Running late

We give an arrival window rather than a fixed time, because traffic and the job before yours can run over. If the crew is going to miss the window, we text you before it ends.

If the crew arrives after the end of the window, the visit is $20 off (sample amount), applied automatically to the invoice. If the new time no longer works for you, you can cancel that visit for free.

Commercial contracts

Offices, shops, and other commercial sites work on a monthly agreement. Either side can end it with 30 days’ written notice (sample period). A single visit can be moved with 24 hours’ notice, as for homes.

Where your signed quote or agreement sets different terms, the written agreement takes precedence over this page.

Gift cards and referral credits

Gift cards and referral credits cannot be exchanged for cash or refunded. If a visit paid for with a gift card is cancelled late, the fee is taken from the remaining balance. See the gift cards and referral program pages for their terms.

How fees are charged

We never charge a fee before the visit date. A late cancellation, lockout, or any other fee is charged after the visit date to the card on file, and it appears as its own line on your receipt with the reason.

If you think a fee is wrong, reply to the receipt or contact us within 14 days and we will review it. Questions about anything on this page: (555) 010-0199, hello@example.com, or the contact page.

Cancellation policy