Last Updated: April 2026
Host & Flow Ltd provides customised, professional services across property management, co-hosting, digital services, consulting, and automation. Because each service involves different levels of preparation, ongoing involvement, and resource allocation, refund terms are defined on a per-service basis to ensure fairness and clarity for both parties.
Before any payment is made, clients receive clear information about the service scope, expected timelines, and applicable refund terms. No payment is processed until clients have been given the opportunity to review these details.
1. Why Refund Terms Vary
The nature of Host & Flow’s work means that resources, time, and planning are committed to a client’s project from the moment an engagement begins. A listing optimisation project requires different preparation than a website build; a co-hosting arrangement involves different ongoing commitments than a consulting session. Refund terms reflect these differences to ensure that both clients and Host & Flow are treated fairly.
2. General Refund Principles
Before Work Begins
Where a client cancels before Host & Flow has commenced any material work, a refund may be available depending on the service and the timing of the cancellation. Applicable conditions are outlined in the individual service agreement.
After Work Has Started
Once work has commenced, fees already incurred for time, resources, and progress completed are generally non-refundable. Any refund applicable will reflect the proportion of work remaining, as outlined in the service agreement.
Completed Services
Fees for fully delivered services are non-refundable.
3. Service-Specific Refund Terms
Co-Hosting & Property Management
These services are ongoing and operational in nature. Setup fees are non-refundable once onboarding has commenced. Management fees apply for the period of active service. Termination and any applicable refunds are handled in accordance with the terms agreed in the service agreement.
Direct Booking Websites
Website projects involve significant design, development, and project management work from the outset. Fees paid for work already completed are non-refundable. If a project is cancelled before delivery, Host & Flow will assess the stage of completion and any applicable refund will be calculated accordingly.
Consulting & Operational Support
Consulting sessions that have taken place are non-refundable. If a session needs to be rescheduled, clients must provide at least 24 hours’ notice to avoid forfeiting the session fee.
Automation Services
Automation setup involves technical configuration, integration work, and testing. Setup fees are non-refundable once implementation has begun. Ongoing automation service fees apply for each active billing period. Clients wishing to discontinue automation services must provide written notice in accordance with the service agreement. Refunds are not issued for automation service periods already in progress.
Digital Products & Resources
Digital downloads, guides, templates, and educational materials are non-refundable once delivered or accessed, unless a specific defect or error has been identified and cannot be resolved.
4. Work Already Completed
In all cases where a cancellation occurs after work has started, any refund will be adjusted to account for time, resources, platform costs, and the proportion of the project already completed. This applies to both one-time projects and ongoing service engagements.
5. Cancellation Process
If a client wishes to cancel a service, they must notify Host & Flow in writing at info@hostandflowstr.com. The cancellation will be processed in accordance with the terms agreed in the relevant service agreement. Any outstanding balances at the time of cancellation remain payable.
6. Requesting a Refund
To request a refund or discuss refund eligibility, clients should contact Host & Flow directly:
- Email: info@hostandflowstr.com
- Include your name, the service(s) in question, and the reason for your request
Host & Flow will review all requests and respond within 5 business days.
7. Questions Before You Commit
We always encourage clients to ask questions about refund terms before engaging any service. Our aim is full transparency before any payment is made. If anything in a service agreement is unclear, please contact us and we will be happy to clarify.
8. Contact
For questions about this Refund Policy, please contact:
Email: info@hostandflowstr.com
Website: hostandflowstr.com