What happens if a booking is cancelled?

Plans change — but every cancellation costs the other person time and income. That's why HomeHero has a short, clear policy.

The cancellation fee

• Changed your mind? Free within 60 minutes of booking, as long as the job isn't within the next 24 hours.
• Standard: 10% of the job price, max €20.
• Late — less than 24 hours before the job: 20% of the job price, max €40.

Who pays the fee depends on who cancels and why.

If the customer cancels

If you cancel as a customer, or the cancellation is due to you, the cancellation fee is kept and the rest of your payment is refunded. The fee partly compensates the Hero for the time they had set aside.

If the Hero cancels or can't do the job

The customer gets a full refund and the cancellation fee is charged to the Hero (deducted from future payouts) when:

• the Hero cancels
• both parties agree to cancel
• the Hero doesn't show up
• the Hero can't be reached after reasonable attempts

When a Hero cancels, the task reopens for new offers so you can book someone else.

Completion rate

Every profile shows a completion rate: how many bookings the person actually completed versus cancelled. Heroes who cancel often get fewer bookings, and customers who cancel late often get fewer offers. Repeated late cancellations or no-shows can lead to a suspended account.

Before you cancel

Message the other person in the chat first — many problems (a new time, a small change in scope) can be solved without cancelling.

Premium bookings

Premium bookings can be cancelled free of charge until 24 hours before the scheduled time. Later cancellations are charged the cancellation fee. See Cancelling a Premium booking.

Refunds

Refunds go back to your original payment method. See How long does my refund take?

Is the job done but not as agreed? That's not a cancellation; report a problem instead.