Getting your deposit back after you go home.

1. Purpose

This policy explains how security deposits and certain fees are handled after you complete a home exchange through HomeGo. It is meant to be read together with our Terms & Conditions and any checkout screens you approve.

2. Security deposit release

After both parties have completed the scheduled exchange and any post-stay inspection or dispute window has ended without an open claim, eligible deposit funds are released back to the payment method on file, subject to processing times from banks and card networks (often several business days).

If either party reports damage, a no-show, or a material breach of agreed rules, we may pause release until the matter is reviewed. Outcomes may include full refund of deposit to the guest, partial retention for documented costs, or other resolution consistent with our Terms.

3. Cancellations before travel

If you cancel before the stay begins, deposit treatment depends on the cancellation timing and what was shown at checkout. Generally, late cancellations may forfeit part or all of the deposit to compensate the other member; early cancellations may receive a full or partial deposit refund.

4. Platform and processing fees

Service or processing fees collected by HomeGo may be non-refundable once the exchange is confirmed, unless required by law or explicitly stated otherwise at checkout. If an entire booking is voided before any service is rendered, we may refund fees as described in your confirmation email.

5. How to request help

For questions about a specific payment, contact support with your exchange ID and the email on your account. We will confirm status and timelines based on payment provider rules.