We aim for hosts and customers to have clear expectations and fair outcomes. This policy explains what you should do if something goes wrong with an order, or if a buyer changes their mind.

1. When a Buyer Has an Issue

If a buyer tells you there’s a problem with their order (product, experience, or service), you should respond promptly. You have 3 business days to begin resolving the issue. Here are the kinds of issues you might need to handle:

• Item didn’t arrive: If a buyer says the product never arrived, provide tracking information if you have it. If you can’t show proof of delivery by the estimated delivery date, you’ll need to offer a refund.

• Damaged, faulty, or not as described: If something is wrong with the product, or the experience/service doesn’t match what you promised, you’ll need to work with the buyer — that may include asking them to return the item (if relevant) and covering return shipping, or agreeing on a partial or full refund.

• Changed mind / buyer regrets purchase: If the buyer simply decides they don’t want it anymore, what happens depends on your return or cancellation policy. When applicable, who pays shipping, whether you accept the return, or whether you offer a refund will depend on the terms you’ve set.

2. Return Shipping & Costs

• If the issue is the item is damaged, faulty, or not as promised, you are responsible for the return shipping cost, even if your store policy doesn’t normally accept returns.

• If the buyer changed their mind, then who pays for return shipping depends on what your return policy states.

3. Issuing Refunds

• You should offer full or partial refunds once the return is received and inspected (if it applies) or when it’s clear the buyer’s request is valid.

• For missing items (if tracking doesn’t confirm delivery) or severe mismatches, refunds may be required without requiring a return.

• There’s usually a deadline: you must issue the refund within 10 business days after approving a valid return or cancellation request, or whichever timeframe your policy/region requires.

4. Refunds for Services or Experiences

• If you offer a service or experience and something goes wrong (it’s cancelled, or it’s materially different than promised), you should offer a refund or a comparable replacement option.

• If advance payments were made, refund rules depend on your cancellation policy and communication with the buyer.

5. Disputes & Escalation

• If you and the buyer can’t resolve the issue within the 3 business days window, The Host Co may step in. We’ll review all the details (communications, photos, descriptions) and make a final decision.

• You’ll get a notice when The Host Co is involved, and both sides may be asked for evidence.

6. Best Practices to Avoid Returns & Refund Issues

• Write clear, accurate descriptions of what the customer is getting: condition, size, included items, any limitations.

• Use good photos; show any flaws or special considerations.

• Provide estimated delivery times, clarifying if there are delays or dependencies (for services/experiences).

• If you have a return or cancellation policy, make it visible and easy to understand.

• Maintain open and polite communication. If something goes wrong, staying responsive helps avoid disputes.