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Refunds & Cancellation Policy

Effective Date: 7 Nov. 2025
Entity: Hostly Limited
Jurisdiction: Hong Kong SAR
Company Registration Number: 78966153

Hostly Limited is committed to transparent, fair, and compliant financial practices. This Refunds & Cancellation Policy explains how appointment refunds, fee-related adjustments, and PSP-processed reversals are handled across our Software-as-a-Service (SaaS) platform.
1. Scope of the Policy
  • Appointment and service refunds
  • Commission Fee adjustments
  • Platform Fee adjustments
  • Contractor Fee reversals
  • Administration Fee charges
  • PSP-related refund fees
All transactions are processed through regulated Payment Service Providers (PSPs) supporting Visa, Mastercard, and bank transfers.
2. Transparent Payment Processing
  • Hostly functions solely as a technology intermediary.
  • Hostly does not hold or pool user funds.
  • All payments are processed through regulated PSPs.
3. Platform, Commission, Contractor & Administration Fees
  • Commission Fee: Non-refundable except for PSP errors.
  • Platform Fee: Refundable only when a technical error occurs.
  • Contractor Fee: Refundable only while funds are Pending or Available.
  • Administration Fee: May apply for refund processing or compliance reviews.
4. Appointment Refunds
Refunds may be issued only while funds remain Pending or Available.
Refunds May Be Granted If:
  • Appointment cancelled within policy
  • Service not delivered
  • Verified payment/technical error
  • PSP/system fault
5. Administrative & PSP Fees
Refunds may incur:
  • PSP processing fees
  • Currency conversion costs
  • Compliance/manual review fees
6. Refund Timeframes
  • Refunds processed within 1–5 business days.
  • Posting time depends on PSP/bank.
7. Disputed Transactions
  • Hostly provides all audit logs and documentation to PSPs.
  • Users encouraged to contact Hostly before chargebacks.
8. Non-Refundable Items
  • Commission Fees (except PSP error)
  • Platform Fees after service access
  • Administration Fees
  • PSP fees
  • Contractor Fees once Settled
  • Payments tied to prohibited activities
9. Compliance Holds
  • Refunds or withdrawals may be delayed by AML/KYC checks, fraud screening, or PSP reviews.
10. Contact Information
Hostly Limited
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