Payment and refund policy
How online payments, advances, cancellation fees and refunds work.
Payment options
Depending on the booking, you can pay the full amount online, pay an advance online and the balance later, or pay on completion.
Advance payments
Advance payments secure your slot and are deducted from the total. The remaining balance is collected online or by the technician after the job.
Cancellations and refunds
Cancellations made at least 24 hours before the appointment are refunded in full to the original payment method within 5 to 10 working days. Cancellations made less than 24 hours before the appointment carry a late-cancellation fee of 20% of the booking value, which is deducted from any amount already paid; the rest is refunded. Cancellations by HouseMate are always refunded in full. The exact window and fee are shown before you confirm a cancellation.
Failed payments
If an online payment fails, your booking is held for 30 minutes so you can retry or choose another option.