Refund & Cancellation Policy
Last updated: July 2026
This policy outlines the cancellation and refund procedures for all bookings made through My1000Home. Please read this policy carefully before making any booking on our platform, as cancellation terms may vary by listing and service type.
1. General Principles
My1000Home operates as an online marketplace connecting guests with hosts across Southeast Asia. Individual hosts set their own cancellation policies within the framework established by My1000Home. The specific cancellation policy for each listing is displayed on the listing page before booking confirmation.
2. Guest Cancellation Policy
Free Cancellation: Cancel at least 48 hours before the scheduled service start time or check-in time to receive a full refund of the booking amount. Note that My1000Home service fees (10% commission) are non-refundable once a booking is made.
Late Cancellation: Cancellations made within 48 hours of the scheduled service or check-in time may result in a partial refund or no refund, subject to the individual host cancellation policy displayed on the listing.
No Show: Guests who fail to appear for a confirmed booking without prior cancellation will not be eligible for any refund.
3. How to Cancel a Booking
- Log in to your My1000Home account
- Navigate to your bookings dashboard
- Select the booking you wish to cancel
- Click the cancellation option and follow the instructions
- You will receive a confirmation email once the cancellation is processed
- Refunds are automatically initiated upon cancellation confirmation
4. Host Cancellation Policy
If a host cancels a confirmed booking:
- The guest receives a full refund of the total booking amount including all fees
- My1000Home will make every effort to help the guest find an alternative booking
- The host may receive a warning for the first cancellation
- Repeated cancellations result in listing demotion, reduced search visibility and possible account suspension
- Hosts who frequently cancel may be permanently removed from the platform
5. Refund Process and Timeline
Once a refund is approved:
- Refunds are processed within 5-10 business days
- Refunds are returned to the original payment method used at booking
- ABA PayWay refunds typically appear within 3-5 business days
- PayPal refunds typically appear within 3-5 business days
- Processing times may vary depending on your bank or payment provider
6. Non-Refundable Items
The following items are non-refundable under standard policy:
- My1000Home service fees (10% commission) once a booking is completed and the service has been delivered
- Bookings where the host has a strict no-refund policy (clearly stated on the listing)
- No-show situations where the guest fails to appear without cancellation
- Partial services that have already been delivered
7. Special Circumstances and Force Majeure
My1000Home may consider refunds or platform credits outside of standard policies in cases of:
- Natural disasters or severe weather events affecting Cambodia or Southeast Asia
- Government-imposed travel restrictions, lockdowns or border closures
- Serious illness or medical emergency (documentation may be required)
- Significant misrepresentation by the host compared to the listing description
- Safety concerns at the service location
These cases are evaluated individually by our support team and decisions are made at our sole discretion.
8. Booking Modifications
Guests may request modifications to booking dates, times or services subject to host approval. Price differences may apply. Modification requests must be submitted at least 24 hours before the original booking time. Not all modifications can be accommodated.
9. Dispute Resolution
- First, contact the host directly through our messaging system to resolve the issue
- If unresolved within 48 hours, submit a formal dispute through our support system at info@my1000home.com
- Provide all relevant evidence including booking confirmation, communications and photos
- My1000Home will review all evidence from both parties within 5 business days
- Our decision will be final and binding on both parties
10. Contact Us
If you have questions about our cancellation and refund policy or need assistance with a specific booking, please contact our support team:
Email: info@my1000home.com
Website: www.my1000home.com
Address: Siem Reap, Cambodia
Response time: Within 24 hours on business days