#1. Policy scope
This Policy applies to bookings made through HOMIES. The same customer cancellation and refund rules apply across every HOMIES arena. Arenas cannot set a different refund percentage, cancellation fee, or cancellation window.
#2. Reservation holds
When you select a slot, HOMIES may create a temporary hold. The hold can expire if checkout is not completed within the displayed period. An expired or released hold does not create a booking.
#3. Cancellation and rescheduling
You may cancel from the booking flow before the booking starts. The following global refund ladder applies:
- At least 24 hours before the booked start time: 100% of eligible booking value.
- From 30 minutes to less than 24 hours before the booked start time: 50% of eligible booking value.
- Less than 30 minutes before the booked start time, after it starts, or for a no-show: no refund.
A 10-minute mistake-correction window may preserve a full refund where the booking was originally made at least 24 hours in advance. Rescheduling remains subject to availability and the limit shown in the app.
#4. Refunds
Eligible cash refunds are returned to the original payment method. Tiergies used toward the booking are restored in the same refund proportion. Cash refunds may take several business days to appear depending on the payment provider and financial institution; restored Tiergies are reflected through the HOMIES loyalty ledger. If a payment was captured but booking confirmation failed, contact with the order ID; we will investigate and process the appropriate reversal or refund.
#5. No-shows and late arrival
A no-show receives no refund. A session is not activated before the booked start time, even if you check in early. Late arrival does not extend the fixed booking end time, and unused time is forfeited.
#6. Venue cancellation or service failure
If an arena or organiser cancels, cannot provide the booked service, or a verified system/payment failure prevents fulfilment, the customer receives a 100% refund of eligible booking value. Cash is returned to the original payment method and Tiergies used are restored. Contact support promptly and retain receipts.
#7. Tiergies and promotions
When a booking is cancelled or refunded, Tiergies earned or reserved for that booking may be released, restored, expired, or reversed through the loyalty ledger. Promotional rewards may have additional eligibility, minimum spend, cap, and expiry conditions. A promotion does not convert into cash and cannot be duplicated or combined unless the offer says so.
#8. Payment disputes
Please contact support first for a booking or refund issue. Do not make a false or duplicate chargeback claim. We may provide transaction records to the payment provider or financial institution for investigation.
#9. Support
Send your account email, booking code, order ID, venue, scheduled time, and a description of the issue to . Do not send passwords, OTPs, full card numbers, or banking credentials.