1. Delivery process
There is no universal turnaround promise. The transaction-specific delivery date is confirmed before payment. If required information is supplied late or the request changes materially, a revised date or scope must be agreed.
If Homeground expects a delay, it will explain the reason and offer a revised date or another remedy available under the service confirmation and applicable law.
Submit a trip brief at no charge.
Homeground checks scope and fit.
Receive a written service confirmation before payment.
Work begins only after payment and all required materials are complete.
The deliverable is sent to the agreed email in the format stated in the confirmation.
2. Cancellation and refund stages
Before payment
No payment has been taken, so the traveller may stop without charge.
After payment, before work begins
The traveller may cancel by email. Any consultation fee already received will be refunded.
After personalised work begins
Any refund is assessed against the work already completed and the written confirmation. A non-refundable stage or amount cannot be introduced after payment if it was not disclosed beforehand.
If Homeground cannot deliver
Homeground will refund the fee paid for the undelivered consultation.
3. Corrections and changed travel plans
The agreed scope was materially missed
Contact Homeground promptly. A clear error or omission within scope will be corrected first. If a material problem cannot reasonably be corrected, an appropriate partial or full refund will be considered under the written confirmation and applicable law.
The traveller changes the trip
A later change to dates, destinations, party or priorities may require a new scope, price or delivery date. It is not automatically a failure of the original service.
Third-party information changes
A later change in fares, availability, opening rules, weather or third-party operations is not by itself a delivery failure when the information was accurately dated or marked for rechecking.
4. Requesting a refund or correction
Email yangchunxuan1@gmail.com from the contact used for the transaction where possible. Include the order reference, service purchased and a concise description of the issue.
Approved refunds are returned to the original payment method where possible. The processing estimate will be confirmed when the refund is approved. These rules do not limit rights that apply mandatorily under law.