1. Booking Deposits
After a Booking has been reviewed and approved, a non-refundable Booking Deposit equal to 50% of the total Booking price is required to reserve the approved Booking dates.
The Booking Deposit compensates the Home Steward for reserving the requested dates, declining other Booking opportunities, administrative preparation, scheduling, and other work performed in reliance upon the confirmed Booking.
A Booking is not reserved until the required deposit has been received.
2. Final Payment
Following Booking approval and receipt of the required deposit, the Home Steward will issue an invoice for the remaining balance.
The invoice will specify a payment deadline based on the scheduled Booking and any applicable travel or preparation requirements.
Unless otherwise agreed in writing, the remaining balance must be received before the Home Steward departs to begin the Booking.
If payment has not been received by the stated payment deadline, the Home Steward may send one or more payment reminders and make reasonable efforts to contact the Client before canceling the Booking.
If the remaining balance is not received before the Home Steward is scheduled to depart for the Property, the Home Steward reserves the right to cancel the Booking and release the reserved Booking dates. The non-refundable Booking deposit shall remain non-refundable.
3. Accepted Payments
Payments shall be made through the payment methods offered by the Home Steward at the time of Booking.
All payment processing is subject to the applicable payment processor’s terms, security procedures, and verification requirements.
4. Currency
Unless otherwise agreed in writing, all prices, invoices, deposits, refunds, and other payments shall be quoted and processed in the currency identified on the Booking invoice.
If currency conversion is required by the Client’s financial institution or payment processor, any exchange rates, conversion fees, or related charges are the responsibility of the Client unless otherwise required by applicable law.
5. Travel Costs
Travel costs may apply depending on the location of the Property and the Home Steward’s location immediately before the Booking.
Any applicable travel costs will be disclosed, quoted, and approved before Booking confirmation and will appear as a separate line item on the final invoice.
No additional travel costs will be added after Booking confirmation unless both parties agree in writing to changes affecting travel requirements.
6. Client Cancellation
If the Client cancels an approved Booking after paying the required deposit, the deposit is non-refundable.
If the Client cancels after paying the remaining balance but before the Booking begins, any refund shall consist of the remaining balance paid, less the non-refundable deposit and any approved travel expenses or other costs already incurred specifically for the Booking.
7. Cancellation by the Home Steward
If the Home Steward is unable to begin the Booking due to circumstances within the Home Steward’s reasonable control, the Client will receive a full refund of all amounts paid.
If the Home Steward begins the Booking but must discontinue services due to unforeseen personal circumstances, the Client may be eligible for a prorated refund for the unused portion of the Booking, less the non-refundable deposit and services already performed.
8. Early Return by the Client
If the Client voluntarily returns to the Property before the scheduled end of the Booking:
- if the return occurs before fifty percent (50%) of the scheduled Booking has been completed, the Client may be eligible for a refund of up to forty percent (40%) of the total Booking price; or
- if the return occurs after fifty percent (50%) of the scheduled Booking has been completed, no refund will be issued.
9. Inaccurate or Incomplete Information
Refunds are not required when services cannot reasonably continue because the Client provided incomplete, inaccurate, misleading, or materially different information than what was disclosed during the Booking approval process.
The Client agrees to promptly disclose any material changes before or during the Booking.
10. Discontinuation of Services by the Home Steward
If the Home Steward suspends or discontinues Home Stewardship Services under the circumstances described in the Terms of Stewardship Agreement—including, but not limited to, material misrepresentation, undisclosed hazards, unsafe or unsanitary conditions, undisclosed occupants or repeated unauthorized access to the Property, or a harassing, abusive, discriminatory, intimidating, or otherwise hostile environment—the Client shall not automatically be entitled to a refund.
Any refund, partial refund, or credit will be determined by considering the circumstances that gave rise to the discontinuation, the portion of the Booking already completed, services already performed, travel expenses incurred, administrative work completed, and any other reasonable costs incurred in reliance on the approved Booking.
Nothing in this section limits the Home Steward’s right to discontinue services whenever continuing would be unreasonable or unsafe.
11. Changes to the Scope of Services
If the Client requests additional services or materially changes the agreed responsibilities after Booking approval, the Home Steward may:
- accept the additional work and provide a revised quote;
- require a Custom Stewardship arrangement; or
- decline the requested changes.
No additional services are included unless agreed upon in writing.
12. Chargebacks & Payment Disputes
The Client agrees to first contact the Home Steward regarding any billing concerns before initiating a payment dispute whenever reasonably possible.
The Home Steward maintains records of Booking requests, approvals, completed forms, invoices, communications, photographs, updates, and other documentation relating to each Booking. These records may be used to respond to payment disputes or chargeback claims.
Nothing in this Agreement limits either party’s legal rights under applicable law or the applicable payment processor’s dispute procedures.
13. Price Changes
Quoted prices remain valid for the approved Booking unless both parties agree in writing to changes in the scope of services, Booking dates, travel requirements, or other material aspects of the Booking.
14. Force Majeure
When a Booking is affected by circumstances beyond either party’s reasonable control, including severe weather, natural disasters, government actions, major travel disruptions, or serious illness, both parties agree to communicate promptly and work together in good faith to determine an appropriate resolution.
Any refunds or financial adjustments will be evaluated based on the circumstances, expenses already incurred, and services already performed.
15. Acceptance
By paying the required Booking deposit, the Client acknowledges that they have read, understood, and agree to this Payment, Cancellation & Refund Policy.