Cancellation & refund policy

• More than 2 hours before the scheduled start: 100% refund of amounts paid.
• Within 2 hours of the scheduled start: 50% refund, because the provider has already committed the slot and travel.
• After the provider has started the service: no refund, unless the work was not delivered.
• Unpaid bookings can be cancelled at any time before the provider arrives with nothing to refund.

If a provider cancels, or does not arrive, you receive a 100% refund regardless of timing. Repeated cancellations affect a provider's ranking and can lead to removal.

• Two reschedules per booking are free.
• A reschedule requested less than 4 hours before the appointment carries a 10% fee.
• Reschedules are only possible into a slot the provider actually has open.

Once your items have been collected, the order cannot be cancelled for a full refund because processing has begun. If the final amount after inspection differs from the estimate, the difference is shown on your invoice before payment is requested.

Refunds are returned to the mobile money wallet used for payment. Once approved, the processor typically settles within 1 to 5 business days. Every step is visible on the payment timeline of the booking.

Open a dispute from the booking page: choose "refund failed", "disagree with amount" or "not received", and the request is logged with a status trail (open, investigating, resolved) so you can follow it. You can also contact support with your booking reference.