1. Host cancellation
If your host cancels the exchange:
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Your GuestPoints will be automatically refunded to your account once the cancellation is confirmed on the platform.
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Our team will contact you to inform you and assist in finding a replacement home.
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If it's urgent, you can reach us at: soscollection@homeexchange.com
If you are the host and decide to cancel the exchange:
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The GuestPoints will be automatically returned to your guest.
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Our team will contact you to understand the reason for the cancellation and support you if needed.
2. Guest cancellation
If you are the guest and cancel the exchange:
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Your host will have the option, directly from the conversation, to keep or refund all or part of the GuestPoints.
If you are the host and your guest cancels:
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You can choose from the conversation to refund or keep the GuestPoints.
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If you'd like to refund only part of them, contact our team by email and we will handle it for you.
3. Exceptional cases
If you need to cancel the exchange for extraordinary reasons (illness, family emergency…), you can contact us.
We’ll review your case individually, and a partial or full refund of your GuestPoints may be granted — even if the host chooses to keep them.