Service resolution policy

Tell us within 30 days

Report the problem within 30 days of the work being completed, by phone, email or from the job in your account.

What happens then

• We contact the provider and arrange for them to return at no extra labour cost where the fault is theirs.
• If the provider cannot or will not put it right, we arrange another vetted provider.
• Where the work cannot be corrected, we refund the HomeStay-collected amount for that work.
• Payment to the provider is held while a service issue is open.

What is not covered

Pre-existing faults unrelated to the work, damage caused after completion, materials covered by a manufacturer warranty (we help you claim), and work you arranged directly with a provider outside HomeStay.