1. When will I get a full refund?

  • Cancellation 8 hours before scheduled time;
  • Caregiver proactively requests cancellation for valid reasons
  • After 1 hour you order service and no one picks up (Only applicable during the day).
  • If the maid does not arrive on time, you must notify Hio. The cancellation period is 30 minutes after your scheduled time and before the end of the job.
For example: If you request service at 15:00 on 12/5/2023, the care will be performed within 2 hours. You will receive a refund if you cancel the service before 7:00 on 12/5/2023. Any cancellation requests outside of the time frame will not be valid.
If the caregiver does not arrive between 15:00 and 15:30, you will also receive a refund.
In all cases above, you will not be charged for the cancellation request. If you paid by bank transfer, the refund will be transferred back to your account within 15 minutes. If you paid by credit card, the refund will be transferred back to your account within 5-7 days according to the regulations of the Bank you opened the card.

2. When can I get a partial refund?

  • Cancel service within 30 minutes from booking to cancellation, cancellation fee is 50,000 VND.
  • When you click the cancel button, the app will notify you of the 50,000 VND fee before you confirm the cancellation.

3. When am I not eligible for a refund?

  • When the caregiver performs the job adequately but you are not satisfied due to issues related to attitude or quality in your opinion (In this case please contact our support line. After confirming the exact problem we will inform the specific refund policy for each case depending on the error that occurred).
  • When you cancel within 8 hours from the time of cancellation to the time of booking the service.

4. Package refund conditions:

In case you want to cancel your prepaid package, Hio will apply the cancellation terms/conditions and refund unused work in two forms:
  • Refund via HioPay: Hio will refund the total amount of unused sessions in HioPay points, you can use HioPay points to book subsequent services without any deduction.
  • Refund via bank transfer: Hio will refund the total amount of unused sessions minus 20% of the original package value.

5. How to request a refund

  • For odd jobs on the app, please use the cancel job feature in the app.
For other cases, please contact our customer support via email: cskh@hiocare.vn