HomeRender is committed to fair and transparent refund policies. This guide explains when and how refunds are processed, what to expect during the refund process, and how to request a refund in eligible situations.
HomeRender processes refunds in the following situations:
Cancelled orders
Full or partial refunds are issued when an order is cancelled, depending on the cancellation reason and stage of completion.
Late delivery cancellations
If a talent fails to deliver within the agreed timeframe (more than 24 hours late), you're eligible for a full refund if you choose to cancel.
Quality issues
If the delivered work doesn't meet the agreed requirements and revision attempts have failed to resolve the issues, you may be eligible for a full or partial refund.
Double charges or payment errors
If you've been charged twice for the same order or experienced other payment processing errors, HomeRender will issue a full refund for the erroneous charge.
Talent unavailability
If a talent becomes unavailable to complete your order and no suitable replacement can be found, you'll receive a full refund.
Note: Each refund request is evaluated individually based on the specific circumstances. Our support team considers factors such as order progress, communication history, and delivered materials.
There are some situations where refunds may be limited or not available:
Completed and accepted orders
Once you've approved a delivery or the automatic approval period (3 days) has passed, refunds are generally not available unless there are exceptional circumstances.
Client requirement changes
If you change your requirements after the talent has already started working, a full refund may not be available if you cancel. The refund amount will depend on the work completed.
Revisions not requested
If you didn't utilize the revision option to address issues before requesting cancellation, this may affect your refund eligibility.
Usage of deliverables
If you've used the delivered work commercially or publicly, you may not be eligible for a full refund, even if you later decide to cancel.
Important: Always attempt to resolve issues with your talent through revisions and clear communication before requesting a cancellation and refund. This approach often leads to better outcomes for both parties.
Here's what happens when a refund is initiated:
Cancellation or refund request
Either you request a cancellation/refund through the order page, or a legitimate payment error is identified.
Review process
For cancellations, the talent must approve or HomeRender Support reviews the case if there's a dispute. For payment errors, our team verifies the issue.
Refund approval
Once approved, our finance team processes the refund through Stripe, our payment processor.
Refund processing time
Refunds typically take 5-7 business days to appear in your account, though timing can vary depending on your bank or card issuer.
Confirmation
You'll receive an email confirmation when the refund is processed, including the amount and expected timeline.
Note: Refunds are always issued to the original payment method used for the purchase. We cannot process refunds to a different card or account.
Follow these steps to request a refund for an order:
Navigate to your orders
Go to your account and find the specific order in question.
Request cancellation
Click on "Cancel Order" and select the appropriate reason for cancellation. Be specific about your issues in the explanation field.
Wait for talent response
The talent will have an opportunity to accept the cancellation or propose a solution to address your concerns.
Support resolution (if needed)
If the talent declines your cancellation request and you still believe you're entitled to a refund, contact HomeRender Support for mediation.
Provide evidence
When contacting Support, include all relevant details and evidence, such as communication logs, requirement specifications, and delivered work samples.
Pro tip: For payment issues unrelated to order cancellations (such as double charges), contact Support directly rather than using the cancellation process.
In some cases, HomeRender may issue partial refunds:
Work in progress
If an order is cancelled after significant work has been completed but before final delivery, HomeRender may determine that a partial refund is appropriate to compensate the talent for their time.
Partially usable deliverables
If some aspects of the delivered work meet requirements while others don't, a partial refund may be issued to reflect the value of the usable components.
Multiple services
If your order included multiple services and only some were completed successfully, you may receive a partial refund for the incomplete services.
Mutual agreement
You and the talent may agree on a partial refund as a compromise solution to resolve disputes over work quality or requirement clarity.
Important: The specific amount of a partial refund is determined by Support based on their assessment of the situation, taking into account work completed, time invested, and usability of deliverables.
When receiving a refund, be aware of the following currency considerations:
Same currency refunds
Refunds are processed in the same currency used for the original payment. If you paid in USD, you'll be refunded in USD.
Exchange rate fluctuations
If your payment was converted from your local currency at the time of purchase, the refunded amount might differ slightly due to exchange rate fluctuations when converted back.
Bank conversion fees
Some banks may apply their own currency conversion rates or fees when processing refunds, which are beyond HomeRender's control.
Note: While HomeRender refunds the exact amount charged in the original transaction currency, the final amount you receive might vary slightly due to these external factors.
How long do refunds take to process?
Once approved, refunds typically take 5-7 business days to appear in your account, though this can vary depending on your financial institution.
Are service fees refundable?
Yes, when a full refund is issued, the service fee is also refunded. For partial refunds, a proportional amount of the service fee may be refunded.
What if I'm not satisfied with Support's decision?
If you believe your refund case wasn't handled properly, you can request an escalation review by responding to your support ticket and explaining why you feel the decision should be reconsidered.
Can I get a refund after the 3-day review period?
Generally, orders are automatically completed after the 3-day review period ends. However, in exceptional circumstances of serious quality issues discovered later, Support may consider refund requests on a case-by-case basis.
Important: Always review deliveries promptly within the 3-day review period. This is your primary opportunity to request revisions or cancellation if the work doesn't meet requirements.