Cancellation and Refund Policy

1. Cancellation Before Payment

A customer or artisan may cancel a job at any time before payment is made without charge. If a job is cancelled before payment, no commission is earned and no refund is required.

2. Cancellation After Payment

If a customer wishes to cancel after payment has been made, they may raise a dispute or request a cancellation. The administrator will review the request and, if approved, initiate a refund through the payment provider (Paystack). Refunds are processed only by authorized administrators — the frontend cannot initiate refunds.

3. Refund Eligibility

Refunds may be granted in the following circumstances:

• The artisan did not deliver the service and did not communicate a valid reason
• The service quality was significantly below what was agreed
• The artisan missed a confirmed appointment without notice
• The parties mutually agree to cancel and the administrator approves

Refunds are not guaranteed for:

• Services that were completed as agreed
• Changes of mind after the service has been delivered
• Disputes where the administrator finds in favour of the artisan

4. Refund Process

Refund amounts cannot exceed the original captured payment. Refunds are initiated by an administrator through the platform and processed by Paystack. A refund is not marked as complete until Paystack confirms it. The customer will be notified when the refund is initiated and when it is confirmed.

5. Partial Refunds

In some cases, a partial refund may be appropriate (for example, if part of the service was delivered). The administrator determines the refund amount based on the circumstances. The commission ledger is adjusted to reflect the refund.

6. Commission Reversal

When a full refund is processed, the commission ledger entry for that job is reversed. The platform does not earn commission on refunded jobs. For partial refunds, the commission may be adjusted proportionally.

7. Refund Timeline

Refund processing times depend on Paystack and the customer's bank. Typically, refunds appear on the customer's statement within 5–10 business days, but may take longer.

This policy is provided for informational purposes and does not constitute legal advice. It has not been reviewed by a lawyer.