Terms and conditions.

This is an English translation for your convenience. The Spanish version at homli.com.co/terminos/ is the one that governs.

Last updated: November 3, 2026.

Who we are and what these terms cover

Homli is the platform that intermediates cleaning services for homes and workspaces, and sells, installs and washes curtains and blinds, in Cali and its metropolitan area. Cleaning services are provided by independent professionals whom we verify, as explained below in Who provides the service. These terms apply to every service you schedule with Homli on WhatsApp, by phone, from this site or on the app.homli.com.co platform. They are governed by Colombian law, in particular Law 1480 of 2011, the Consumer Statute, and Law 527 of 1999 on electronic commerce. Nothing in them limits the rights the law gives you as a consumer.

Our address for notices is Calle 14 # 105-17, local 12, Centro Comercial El Lago, Ciudad Jardín, Cali, Colombia, and you can also reach us on WhatsApp at +57 300 117 8292 and at [email protected].

From its founder: Emilio Navarro.

Before paying, you expressly accept these terms and the cancellation policy: with the checkboxes on the platform or in Pay here, or by replying 'acepto' (I accept) on WhatsApp. We keep a record with the date, time and version.

Quote and price

The prices published on the site are in Colombian pesos (COP), include any applicable taxes and are starting prices: the final amount depends on the size of the space and how complex the job is. The curtain calculator gives an estimate, not a firm offer.

Before we start, we confirm the fixed price of the service in writing, on WhatsApp or by email. That is the amount you pay: we do not add charges you have not accepted beforehand. Services on Saturday, Sunday or a public holiday have a 20% surcharge, and urgent services, for the same day, a flat fee of $20,000 COP extra; we tell you about both when we quote. The welcome discount is 10% on a 6-hour cleaning on a Saturday, Sunday or public holiday, on the value of the service without the kit or the cloths. You get it when you save your details with your ID number: in My details in your account on the platform, or when you book, with the box to save your details that appears after you enter the address. You also get it if you already had an account or had already booked services with Homli. When you book as a guest you confirm your email with a code; if you check the box, your account is created, and if you do not, your details are used only for that service and next time you enter them again. We let you know by email and on the platform until what date you have it. There is no code to enter: it is deducted automatically when you pay, in that same purchase if it is a 6-hour cleaning on a weekend or public holiday, or in the first one that is within the following 30 days, on the date you choose. It can be used only once per person: an ID that has already received it cannot receive it again, even with another account. It does not apply to other durations or to visits. Discounts do not add up: if a service qualifies for both the welcome discount and a monthly plan discount, it gets the larger one. If additional work comes up during the service, we quote it separately and it is only done if you approve it. When a job needs a professional to see it before quoting, the visit costs $60,000 COP, is paid when you schedule it and is deducted from the service if you hire it.

The fixed price is based on what you tell us and the photos you send us. If on arrival the space or the job is clearly different from what was described, for example more square meters, more rooms or construction or moving-out dirt in a regular cleaning, the professional proposes the adjustment before starting and you decide. If you do not accept it, you choose: the professional does what fits in the hours or with the amount you paid, starting with what you prioritize, or the service is canceled and we refund what you paid minus the booking fee.

If you accept the adjustment, or if you ask for more hours and the professional can stay, you pay the difference at that moment, before the extra hours. The difference is the list price of the new hours, with the surcharge if the service had one.

Booking fee, changes and cancellations

Every order includes a booking fee of 5% of the value of the service, without the kit or the cloths, which is included in the price. It covers the operating and administrative costs of each booking: coordination, scheduling, the payment gateway and the slot that is set aside for you. Once the payment is made, the booking fee is not refunded, except under the right of withdrawal, if no professional has taken your service by the time it is due, if the professional you requested does not take your service and you prefer to change the date or get a refund, if Homli cancels, if the professional does not show up, for the months of a plan that have not started or if a force majeure event prevents the service and you prefer a refund.

As long as no professional has taken your service, if you cancel we refund what you paid minus the booking fee, from the moment you pay.

Once a professional has taken it, if you cancel 48 hours or more in advance, or within the grace period, we refund what you paid minus the booking fee. The grace period is 2 hours after paying if you booked 12 hours or more in advance. If you booked less than 12 hours in advance, it is 15 minutes after we confirm who the professional is, as long as the professional has not left for your address.

If you cancel with less than 48 hours to go and the grace period has passed, a $50,000 COP late cancellation fee is charged, booking fee included. That fee covers the operating costs and the impact on the schedule of the professional, who set aside that slot for you. For a 2-hour cleaning and for a visit, whether the curtain measuring visit or a visit to quote, the fee is $50,000 COP or 50% of the value of the service, whichever is lower, also when the service is for the same day.

Same-day services must be requested at least 3 hours in advance, end by 18:00 at the latest and carry a $20,000 COP urgency fee. If you cancel after the grace period, the total charge is $50,000 COP, urgency fee and booking fee included.

If on arrival the professional cannot get in after waiting 30 minutes and trying to reach you, or if you do not allow the space to be recorded, the $50,000 COP fee is charged; for a 2-hour cleaning and for a visit, the fee is $50,000 COP or 50% of the value of the service, whichever is lower.

The Homli kit and the microfiber cloths are a purchase: we deliver them to the service address even if you cancel the service, and if you cannot receive them, we arrange another delivery or leave them at the building's front desk. You can withdraw from that purchase within 5 business days of receiving them by returning them unopened, and the cost of the return is yours. Outside that case they are non-refundable.

In every case you can choose: receive the amount you are owed, or apply it to a new date and pay only the difference. To reschedule, choose the new date from your service on the platform, with the Apply to a new date button, or by writing to us, within 24 hours of the cancellation. If you do not do so within that time, we understand you prefer the refund and we make it. A rescheduled service is canceled under these same rules.

If no professional has taken your service by the time it is due, if Homli cancels or if the professional does not show up, we let you know as soon as we know and you choose: we refund 100% of what you paid, booking fee included, or you reschedule with up to a 10% discount on that service; for 6 and 8 hours the discount is smaller, so the professional receives fair pay for their hours, and we show you the exact amount before you choose. If you reschedule, we refund what you overpaid. If you do not choose within the next 24 hours, from your service on the platform or by writing to us, we refund 100%. The professional is considered a no-show if they have not arrived 30 minutes after the start time. We also refund 100% if the service was not done as agreed and you choose a refund for that part, or if a force majeure event, such as a heavy downpour or a road closure, prevents the service and you prefer a refund over rescheduling at no cost.

Within the withdrawal period we refund everything, including the kit and the cloths if we have not yet delivered them to you.

How we refund your money

When you are owed a refund and the requirements of these terms and conditions are met, we ask the financial infrastructure to return the money within the next 2 business days. First we ask you how you prefer it: with a card, the payment gateway only refunds full payments, so a partial refund, or the refund of a payment by PSE, Bre-B or Nequi, goes by transfer to the account you give us, and in that case the time runs from when you give us its details. Under the right of withdrawal, and when the service is not provided because no professional took it, because Homli canceled or because the professional did not show up, the money reaches you within 15 calendar days of your request and of giving us the details we need. In all other cases, financial institutions, such as the payment gateway and your bank, may take up to 20 more business days to show it.

Examples with a $110,000 COP 4-hour cleaning (booking fee: $5,500 COP):

• No professional has taken your service and you cancel, even minutes after paying: we refund $104,500 COP, or you apply it to a new date and pay $5,500 COP.
• You cancel 48 hours or more in advance: we refund $104,500 COP, or you apply it to a new date and pay $5,500 COP.
• You book at 10:00 for tomorrow and cancel at 11:00: you are within the grace period, we refund $104,500 COP or you apply it and pay $5,500 COP.
• You book at 22:00 for 8:00 the next morning and cancel 10 minutes after the confirmation: we refund $104,500 COP or you apply it and pay $5,500 COP.
• A professional has already taken your service and you cancel with less than 48 hours to go, after the grace period: we refund $60,000 COP, or you apply it to a new date and pay $50,000 COP.
• You bought the $150,000 COP kit with a $110,000 COP cleaning and cancel with less than 48 hours to go, after the grace period: we refund $60,000 COP and deliver the kit to you.
• You book at 9:00 for today and pay $130,000 COP with the urgency fee (booking fee: $6,500 COP). If a professional has already taken it and you cancel within 15 minutes of the confirmation, we refund $123,500 COP. If you cancel later, we refund $80,000 COP, or you apply it: if you reschedule a regular $110,000 COP service, you pay $30,000 COP.
• The professional arrives and cannot get in, or you do not let them record: we refund $60,000 COP, or you apply it and pay $50,000 COP.
• You cancel a service you had already rescheduled: the same rules apply.
• No professional takes your service: at the time of the service we refund $110,000 COP, or you reschedule with a 10% discount: the new service costs $99,000 COP and we refund $11,000 COP.
• The professional does not show up or Homli cancels: we refund $110,000 COP, or you reschedule with a 10% discount: the new service costs $99,000 COP and we refund $11,000 COP.

What happens if I book a service for tomorrow and cancel it?

As long as no professional has taken your service, if you cancel we refund everything except the 5% booking fee, from the moment you pay. If a professional has already taken it and you booked 12 hours or more in advance, you have 2 hours from payment to cancel and get everything back except the booking fee; if you booked less than 12 hours in advance, you have 15 minutes from when we confirm who the professional is. After that, since there are less than 48 hours left, $50,000 COP is deducted, booking fee included. You can get the rest back or, from your service on the platform or by writing to us, within the next 24 hours, apply it to a new date; if you don't, we make the refund. For example, for a $110,000 COP cleaning booked at 10:00 for tomorrow: if you cancel at 10:10 or at 11:00, we refund $104,500 COP; if a professional has already taken it and you cancel at 18:00, we refund $60,000 COP or you apply it to another date and pay $50,000 COP.

Services with and without a monthly plan

There are two ways to buy hourly cleaning. With no monthly plan, you buy one or more services of the same length for the days you want within the 30 days after payment, one per day. Each one costs the regular price, with the 20% surcharge on those that fall on a Saturday, Sunday or public holiday, and they carry no discount, however many there are.

The monthly plan is 4 weeks, Monday to Sunday, starting with the week of your first service, with the same number of days per week in each one, from 1 to 7. You choose which days week by week on the platform. If one week you do not choose the days, those services stay in your favor and you can schedule them within 30 days after the plan ends, at no extra cost. The discount depends on the days per week and is applied to the value of each service in the plan, with its surcharge if it falls on a Saturday, Sunday or public holiday: with 1 or 2 days a week, full price; with 3 or 4 days, 6%; with 5 or 6 days, 8%; and with all 7 days, 10%. For 8 hours the discount has a cap, so the professional receives fair pay for their hours: 6% with 3 or 4 days and 7% with 5 or more. If you change the days per week, the plan and its discount change. Canceling one service in the plan does not take the discount away from the others.

The plan can be repeated by months: each month is 4 more weeks with the same days per week. All months are paid when you book and the plan does not renew automatically. A single payment can be up to $5,000,000 COP by card, PSE or bank transfer and up to $10,000,000 COP with Bre-B, and some banks have lower limits for Bre-B; that is why a plan cannot add up months that go over $10,000,000 COP. If you end it early, we refund in full the months that have not started, and the services in the current month follow the cancellation policy.

With or without a plan, each service is posted separately for a professional to take, and each one is canceled under the cancellation policy with its own booking fee, 5% of what you paid for that service. Discounts do not add up: if you use the welcome discount on a plan of 6-hour cleanings, the weekend service you use it on gets the welcome discount or the plan discount, whichever is larger.

To protect their independence, a single professional provides at most 36 hours a week to the same client, across all of their addresses. If your plan or your purchase goes over 36 hours in a week, for example with 8 hours five days or more, or with 6 hours all seven days, your services are provided by at least two professionals. The same goes for your favorite professional: they are asked for at most 36 hours a week and the rest is posted for the other professionals.

For example, a plan of 3 days a week of 4-hour cleanings, on weekdays, is 12 services of $103,400 COP (6% off $110,000 COP): $1,240,800 COP, with a booking fee of $5,170 COP per service. If, after the withdrawal period, you cancel one 48 hours or more in advance, we refund $98,230 COP.

Made-to-measure curtains and blinds

The advice and measuring visit in Cali and its metropolitan area costs $90,000 COP, and that amount is fully deducted from the price of the curtains if you hire them. Manufacturing starts when you approve the measurements, the fabric, the system and the price, and pay the deposit agreed in the quote. The balance is paid before installation. Changes you request after approving manufacturing may have an additional cost, which we tell you about beforehand.

The deposit covers the materials and the manufacturing made to your measurements, so it is not refunded once manufacturing has started, unless the breach is ours. If you prefer to give us the measurements yourself instead of scheduling the visit, we manufacture with those measurements and are not responsible for differences that come from them. If installation cannot be done for reasons beyond Homli's control, such as a wall that cannot hold the anchoring, lack of access or unfinished construction work, we reschedule it and the new visit is charged as a visit. If the curtain is ready and installation is postponed for more than 30 days for reasons that do not depend on us, the balance becomes due and we store the product until it is installed.

Payments

You can pay by card, PSE, bank transfer (Botón Bancolombia or Nequi) or Bre-B through the Bold payment gateway. All services are paid in advance: cleaning and washing, when you schedule and before the professional heads out, and the payment holds your slot; monthly plans, in full when you book; made-to-measure curtains, with a deposit when you approve the quote and the balance before installation. We do not accept cash payments. Homli does not receive or store your card details.

What we ask of you

• Provide access to the space at the agreed time and safe conditions to work.
• Allow the professional to record the space on arrival and at the end.
• Let us know before we start about delicate, antique or valuable surfaces, fabrics or objects, so they are treated properly.
• Put away cash, jewelry and important documents while the service is provided.
• Tell us if there are pets and if anyone in the space is sensitive to any product.
• Treat the professional with respect.

If you ask for your own products or tools to be used, or a method different from the recommended one, the professional does it following your instruction and Homli is not responsible for the effects of those products or that method.

The professional may stop the service if conditions are not safe or if they are treated disrespectfully or harassed. In that case the work done up to that point is charged and we refund the part not provided.

What the cleaning service is like

• Each service is at a single address. For another address, book another service.
• The hours count from when the professional arrives. If they finish early because they have done what you asked, you can ask for other tasks within the paid hours; if you do not need anything else, the service ends there and the price does not change.
• Cleaning does not include cooking, caring for children, older adults or pets, cleaning facades or outside windows at height, carrying or moving heavy objects, or any work that requires equipment for working at height. Ironing is included in the 8-hour cleaning, if you ask for it.
• If you want your appliances or equipment to be used, explain to the professional how they work. Damage from misuse follows the damage procedure; a fault in the appliance itself does not.
• In hourly cleaning the professional works with your supplies; if you do not have any, you can buy the Homli kit for $150,000 COP and the cloths for $30,000 COP. Before the service, tell us on WhatsApp which supplies you have.
• The professional is considered a no-show if they have not arrived 30 minutes after the start time. In that case, what these terms say about a professional who does not show up applies.

Who provides the service

Services are provided by independent professionals and professionals from partner companies who sign up with Homli and whom we verify and approve. They are not Homli employees and we do not assign them: each professional decides which services to take. When a professional takes your service, we tell you their name. If you file a complaint, we give you the professional's identification details required by law. Homli is the platform that intermediates it: it receives your payment in the name and on behalf of the professional who provides the service and charges its fee for the use of the platform, which is included in the price you see. Homli answers to you for the guarantee and for damage. If you book with your account, after a completed service you can save the professional who provided it as a favorite and, when you book, request them. That person has 12 hours from payment to take it, no later than 24 hours before the service, and meanwhile the other professionals do not see it. If the service starts in less than 24 hours, it is posted to everyone at once and your favorite gets the notice first. If they do not take it in time or say they cannot, you choose from your service, within the next 12 hours and no later than 12 hours before the service, whether we look for another professional or you change the date at no cost: everything you paid moves to the new date and we ask the same person again, who has to accept again; if you do not reschedule within 24 hours, we refund everything. If you do not choose in time, we look for another professional. If you buy several services or a plan, we request them from your favorite up to 36 hours a week and the rest is posted for the other professionals. When the service is provided by a partner company, Homli sells it to you in its own name and the company's personnel carry it out; in that case, your receipt is from Homli for the full amount.

Your receipt

For cleaning, your receipt separates the value of the service, in the name of the professional who provided it, from the use of the Homli platform. The kit, the cloths and the curtains are sold by Homli directly.

Everything through Homli

Payments, changes and communications about the service go through Homli's channels: that is how the guarantee, the evidence videos and the backing for damage or losses work.

Whatever you agree directly with a professional you met through Homli is only between the two of you. That service does not have Homli's guarantee, evidence videos or backing, and Homli is not responsible for damage, losses, accidents, charges or claims that arise from it.

If we learn that you hire a professional you met through Homli outside the platform, we may suspend your account on the platform and stop handling your orders.

Recording of the space

Recording is a condition of the service. The professional records a short video of the space on arrival and another at the end, with no audio and without focusing on people, as evidence to resolve guarantee, damage and theft cases: it shows how the space looked before starting and how it was left. You authorize the recording when you buy, in its own checkbox, separate from accepting these terms. If on arrival you do not allow recording, the service is not provided and the $50,000 COP late cancellation fee is deducted.

The videos are kept for 120 days after the service and then we delete them, unless there is an open claim or an authority asks for them to be kept. They are seen only by you, the professional who provided the service and the Homli team members who handle the case, and they are not published or used for advertising. Our privacy policy explains how we handle them and what your rights are.

Guarantee

All the services you hire through Homli have the legal guarantee required by the Consumer Statute. Specifically:

• Cleaning and washing. If the service was not done as agreed and you let us know within the next 24 hours, with photos or video, we review the case with that evidence and with the arrival and departure videos. If it applies, you choose whether a professional comes back at no cost to redo that part or we refund in full what you paid for it, without deducting the booking fee. This is what Article 11, paragraph 3, of the Consumer Statute provides. We reply in writing with the evidence the decision is based on.
• Made-to-measure curtains and blinds. Manufacturing and installation have a guarantee of one year from installation. Mechanisms and motors also carry their manufacturer's warranty. If there is a defect, we repair it or replace the part at no cost.

At the end of each service, go over what was done with the professional, so anything missing can be fixed at that moment. That review does not replace the 24-hour guarantee.

Damage during the service

If the professional damages your belongings during the service, Homli answers for it: it arranges the repair, replaces the item or pays you its value. Check the space at the end with the professional who provided the service, and if you notice damage, report it at that moment, in the service confirmation. If you notice it later, you have 24 hours to report it with photos or video and a description. We review each case with the arrival and departure videos, which show how the space looked and how it was left, and we reply in writing with the evidence the decision is based on. After 24 hours we can no longer process the report through this procedure, because we cannot verify that the damage happened during the service; you keep the rights the law gives you, and in that case we review the report with the evidence you provide and the evidence we have.

For Homli to answer, there must be a proven link between the damage and the service, with evidence such as the arrival and departure videos, the service record and the case review. The repair or replacement is made with an item of equivalent characteristics and condition to the one that was damaged.

Losses and theft

If something is missing after the service, report it within the next 48 hours, with a description of the item, its approximate value and when you last saw it. We review the case with the arrival and departure videos and the service record, and if there is a proven link with the service, we answer to you for it. If the report comes after 48 hours, we still receive it and handle it as a claim, with the evidence you have. We ask you to put away cash, jewelry and valuables before the professional arrives.

When the guarantee does not apply

As Article 16 of the Consumer Statute states, we are not responsible when we show that the problem is due to:

• Force majeure or an act of God.
• The act of a third party.
• Improper use of the item or the space after the service.
• Not following the use or care instructions you were given.

It also does not cover damage that existed before the service, natural wear and tear, or effects inherent to the material that you were warned about before starting, such as fabrics that because of their age may shrink or lose color when washed.

How to file a claim

Write to us at [email protected] or on WhatsApp at +57 300 117 8292 with your name, the date of the service, what happened and any photos or videos you have. We reply within 15 business days at most. Each claim gets a filing number with the date and time, and you can follow it from your service on the platform or on WhatsApp. We review each case with the available evidence, in good faith and with the same rule for everyone: if the cause lies in the service, Homli answers for it; if not, we explain why. Discounts, refunds or compensation are decided when the claim is resolved, not before: a service provided as agreed is paid in full and, if the claim applies, we refund or compensate what is due. If you are not satisfied with the response, you can go to the Superintendencia de Industria y Comercio (Colombia's Superintendence of Industry and Commerce).

Right of withdrawal

You can exercise the right of withdrawal under Article 47 of Law 1480 of 2011 (the Consumer Statute). To exercise it, write to us on WhatsApp or by email within the legal period, with your name and the date of the service, and we refund what you paid. It applies to services scheduled 5 days or more ahead, if you request it within 5 business days of payment and before the service starts, as Article 47 of Law 1480 provides. The money reaches you within the next 15 calendar days. For the kit and the cloths, the 5 business days count from when you receive them. Services that start sooner are subject to the cancellation policy.

Payment reversal

If you paid by card, PSE or another electronic method, Article 51 of the Consumer Statute allows you to request a payment reversal in the cases the law provides, such as fraud, a transaction you did not make or a service you did not receive, within 5 business days of finding out. In that case we will provide the financial institution with evidence of the service provided. If it is determined that the reversal was not warranted, the amount is charged again as the law indicates, and we may collect any outstanding balance through legal means.

Site content

The blog guides are for information only. Before using a product or a method in your home, test it on a small area and follow the manufacturer's instructions. The Homli brand, texts, photos and site design belong to Homli or are used with permission, and may not be copied without authorization.

Your account

Your account on the platform is personal. The data you enter in it must be true, and keeping access to your email safe is up to you, because that is how you sign in to the account. You can close it whenever you want by writing to us.

In addition to what Everything through Homli says, we may suspend the account of anyone who attacks, harasses or discriminates against a professional. We tell you the reasons and honor what has already been paid.

If the platform is not working, write to us on WhatsApp at +57 300 117 8292 and we will help you there.

Personal data

We handle your data as explained in our privacy policy.

Changes to these terms

We may update these terms and will publish each change on this page with its date. A service you have already scheduled is governed by the terms in force when you hired it. If you have an account, we let you know by email before the changes take effect.

Governing law

These terms are governed by the laws of Colombia. If an authority declares that any part is not valid, the rest remains in force.