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Cancellation and Refund Policy

Clear, fair rules for cancellations — whether you are a customer or a provider. No surprises.

In this article

Customer cancellation policy

The refund you receive depends on how far in advance you cancel. The cancellation window is calculated from the moment you cancel to the scheduled start time of the appointment.

More than 24 hours before

100% refund

Cancel any time up to 24 hours before the appointment start time and receive a full refund to your original payment method within 3–5 business days.

4 to 24 hours before

50% refund

Cancellations in the 4–24 hour window result in a 50% refund. The remaining 50% compensates the provider for the time they reserved and cannot re-book.

Less than 4 hours before

No refund

Cancellations within 4 hours of the appointment are not eligible for a refund. The provider has committed to your time slot and cannot realistically fill it.

Provider no-show and late arrival

If the problem is on the provider's side — not yours — you are always protected.

Provider no-show

Full refund + platform credit

If your provider does not arrive within 30 minutes of the scheduled time and cannot be reached, you are entitled to a full refund. We will also credit your account with a goodwill voucher for your next booking.

Provider more than 30 minutes late

Partial refund option

If the provider arrives more than 30 minutes late without prior communication, you can choose to continue the job (with a partial refund for the delay) or cancel for a full refund.

Provider cancels the booking

Full refund + rebooking help

If a provider cancels your booking, you receive a 100% refund automatically. GeraHome will also suggest alternative providers with similar availability and ratings to help you rebook quickly.

Work quality dispute

Investigation + potential refund

If the completed work is unsatisfactory, you can raise a dispute within 48 hours of completion. GeraHome investigates and may issue a partial or full refund, or arrange a free redo.

How to cancel a booking

  1. 1Log in to your GeraHome account.
  2. 2Go to "My Bookings" from the main navigation or dashboard.
  3. 3Find the booking you wish to cancel and tap on it.
  4. 4Scroll to the bottom and tap "Cancel Booking".
  5. 5Review the refund amount shown (calculated based on your cancellation window).
  6. 6Confirm the cancellation. You will receive an email confirmation with your refund details.

Tip: If you need to reschedule rather than cancel, use the "Reschedule" option instead. Rescheduling (when done 24+ hours in advance) does not trigger a cancellation fee.

How refunds are processed

Refunds are always returned to the original payment method used at booking. Here are the timelines:

  • Credit or debit card3–5 business days
  • GeraCash walletInstant
  • Mobile money (M-Pesa, Idram, MTN)Within 24 hours
  • Bank transfer3–7 business days

Processing times are estimates and may vary by financial institution. If your refund has not arrived after 7 business days, please contact support with your booking reference.

Frequently asked questions

How do I cancel a booking?
Go to My Bookings in your GeraHome account, find the booking you want to cancel, and tap "Cancel Booking". You will see the refund amount based on the cancellation window before you confirm.
How long does the refund take?
Refunds are initiated within 24 hours of cancellation. Depending on your bank or payment provider, funds typically appear in your account within 3–5 business days. GeraCash wallet refunds are instant.
What if I booked using a voucher or credit?
Bookings paid with GeraHome credit or vouchers are refunded as credit back to your account, not as cash. Mixed payments (part card, part credit) are refunded proportionally.
Can a provider cancel last minute?
Providers can cancel, but doing so repeatedly negatively impacts their account standing. If a provider cancels within 4 hours of your appointment, you receive a full refund and priority rebooking support.
What if the provider shows up but I am not home?
If you miss the appointment after the provider has travelled to your address, this is treated as a cancellation within 4 hours — no refund applies. The provider is compensated for their time and travel.

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