Simple rules, in your favor. Last updated August 12, 2026.
You can cancel a pre-order at any time before your box ships, for any reason, for a full refund — just reply to any of our emails or write support@hiyaguest.com. Founding pre-orders are also refunded in full automatically if we do not proceed to production, as described on the pre-order page.
Tell us within 30 days of delivery and we'll make it right: we send a prepaid return label, and you choose a replacement or a full refund, including any shipping you paid. After 30 days, defects are handled under the Limited Warranty, which runs for 12 months.
You can return an undamaged box within 30 days of delivery for a refund of the purchase price — no restocking fee. The box needs to come back in working condition with its power supply and original packaging; you cover the return shipping. Write to support and we'll send the return address and instructions.
Your subscription ($9.99/month for your first property, $4.99 for each additional) starts with a 30-day free trial and no card when you begin with the pocket concierge on its own, so there's nothing to refund if it isn't for you. If you have bought a box, the subscription starts when you start it, with no trial — cancel before the first month renews and the 30-day return above still covers the box. After that, turn auto-renew off any time from your property's page in the host portal: your pages stay live through the days you've already paid, and nothing renews after. We email you before each renewal, and if one goes through that you meant to cancel, write us within 30 days and we'll refund it in full. The box itself is a separate one-time purchase covered by the 30-day return above.
Refunds go back to your original payment method. Pre-shipment cancellations are refunded right away; returns are refunded within 5 business days of the box arriving back to us. Your bank may take a few additional days to post it.
If tracking shows your box delivered but it's missing, or the box arrives visibly damaged, let us know within 14 days and we'll sort it out with the carrier — that's our problem to solve, not yours.
Founding pre-orders ship within the United States. If we arrange an international shipment with you, we'll confirm return terms for your country before you pay.