CANCELLATION & REFUNDS
Cancellation &
Refund Policy
We understand that plans can change.
This policy explains what happens if a scheduled HOME RECORD INTERNATIONAL service is cancelled, postponed or cannot be completed.
1. Cancellation More Than 48 Hours Before a Visit
You may cancel a scheduled visit more than 48 hours before the scheduled service time without a cancellation charge.
If payment has already been made, the amount paid for the cancelled service will be refunded.
2. Cancellation Within 48 Hours
If you cancel a scheduled visit within 48 hours of the scheduled service time, a cancellation charge of up to 50% of the agreed service fee may apply.
Any remaining refundable amount will be returned after the cancellation has been processed.
3. Same-Day Cancellation or Cancellation After Dispatch
If a service is cancelled on the scheduled day, after our staff have departed for the property, or after arrival at the property, the full service fee may be charged.
This reflects time, scheduling and travel already committed to the visit.
4. Unable to Access the Property
The customer is responsible for providing the agreed means of access to the property.
If we are unable to enter or access the agreed areas because a key, key box, access permission or other customer-provided arrangement is unavailable or incorrect, the visit may be treated as a same-day cancellation.
Please do not send sensitive access credentials through our general enquiry form.
5. Severe Weather, Disasters and Unsafe Conditions
Safety takes priority over keeping the originally scheduled date.
A visit may be postponed because of a typhoon, earthquake, heavy rain, snow, transportation disruption, unsafe access or other conditions that make the visit unsuitable.
In these circumstances, we will normally offer a new visit date without a cancellation charge.
If the service cannot reasonably be rescheduled or provided, any payment for the unprovided service will be refunded.
6. Cancellation by HOME RECORD INTERNATIONAL
If we are unable to provide a confirmed service for reasons within our control, you may choose either:
- A replacement visit at no additional service charge
- A refund of the amount paid for the service that was not provided
7. Partially Completed Visits
Some areas may occasionally be inaccessible or unsafe during a visit.
If the agreed visit can otherwise be substantially completed, this will not normally result in a full refund.
Areas that could not be checked will be identified in the record where appropriate.
If a significant part of the agreed service cannot be provided, we will review the situation and determine an appropriate remedy, which may include a replacement visit or partial refund.
8. Services Already Completed
Once a service has been completed as agreed, the service fee is generally non-refundable.
If you believe that the agreed service was not properly provided, please contact us so that we can review the record and circumstances.
9. Additional and Third-Party Services
Contractor attendance, gardening, repairs, cleaning or other additional services may have separate cancellation conditions.
Any applicable terms will be explained before those services are arranged.
10. Refund Processing
Approved refunds will normally be returned using the original payment method where reasonably possible.
The time required for a refund to appear may vary depending on the payment provider and financial institution.
11. Changes to This Policy
We may update this policy as our services or operating procedures change.
The version applicable to a confirmed service will be the version presented or agreed at the relevant time.
12. Contact
If you need to cancel, reschedule or ask about a refund, please contact us as soon as possible.
Operator:
MIC Co., Ltd.
Japan
Effective: August 2026