This Refund & Cancellation Policy (the “Policy”) sets out the cancellation and refund rules between you and HomeCoach Hong Kong Limited (教练到家香港有限公司) (the “Company”, “we” or “us”), operating HomeCoach at https://www.homecoach.hk. By placing an order or confirming a paid quote you agree to this Policy. Payment timing and methods are detailed in our Payment & Billing Policy. Because we arrange door-to-door service bookings (not physical goods), there is no physical “return of goods”; unused or cancelled services are handled as refunds / credits under this Policy.
1. Payment deadline (related to refunds)
- Where prepayment is required, you should complete payment within the window shown on the Platform after the quote or order is confirmed, using the methods offered at checkout.
- If payment is overdue or fails repeatedly, we may suspend dispatch and the order may be cancelled. Deposits already paid for cancellations caused by your late payment are non-refundable unless required by law.
2. When service falls short
Technicians must perform work within the agreed quoted scope and professional standards. If the provider does not meet the agreed standard, or a serious failure occurs (e.g. no-show without valid reason, starting work without an agreed quote where quote-before-work applies, or unauthorized expansion of scope), you may require remediation. If remediation still fails, you may terminate the unused portion and request a pro-rated refund for services not actually received.
We aim to acknowledge complaints within 2 hours on business days and provide a resolution path (refund, compensation or other remedy) within 48 hours where practicable.
3. Cancellation by you
Submit a cancellation via the Platform order page, booking channel or support ([email protected]). Cancellation time is when our system records your request.
Unless a specific order states otherwise, cancellation fees for confirmed appointments are:
- 7+ days before the agreed visit window: full refund of prepaid service fees (excluding non-refundable third-party costs already incurred, if disclosed).
- 3–7 days before: 20% fee, 80% refunded.
- 1–3 days before: 30% fee, 70% refunded.
- Within 1 day (including the day of service): non-refundable for prepaid fees, unless required by law.
“Service start time” means the agreed visit / arrival window on the order. For force majeure (extreme weather warnings that block access, government ban, sudden illness with hospital proof), you may request a full refund or reschedule by submitting proof within 24 hours of cancelling.
Parts already purchased with your prior approval may be non-refundable or refundable only at restocking cost. Approved refunds are returned to the original payment method within 5–10 business days after approval (processor timelines may vary).
4. No physical returns
HomeCoach does not ship tangible merchandise as its core product. There is therefore no shipping return address for goods. Refunds apply to paid service bookings as described above. See also our Service Delivery Policy.
5. Disputes & updates
Disputes over refund amounts should first be resolved via [email protected]. Failing that, the dispute mechanisms in our Terms of Service apply. We may revise this Policy; the updated version will be posted on the Platform.
Customer support & contact
- Legal entity: HomeCoach Hong Kong Limited (教练到家香港有限公司)
- Registered address: Hong Kong
- Brand / website: HomeCoach — https://www.homecoach.hk
- Email: [email protected]
- Contact page: Support & contact form
- Response time: We typically respond to support requests within 24 hours on business days (Hong Kong time, Monday–Friday).