Refund & Cancellation Policy

• Before a provider accepts: cancel free, no charge is made.
• After acceptance and more than 6 hours before the scheduled time: cancel free.
• Within 6 hours of the scheduled time: up to 20% of the quote may be retained as a callout fee.
• Emergency (same-hour) bookings: once the provider is en route, the callout fee applies.
• Provider cancellations are always free to the customer and fully refunded.

When you pay, the money is held in escrow — the provider does not receive it yet. Funds are released only after the job is marked complete and you confirm. If you never confirm and never dispute, funds auto-release after 7 days.

• Full refund: provider no-show, cancelled by provider, or work never started.
• Partial refund: work partially completed or materially different from the agreed scope.
• No refund: work completed as agreed, or cancellation after completion simply due to change of mind.
• Safety or fraud incidents are always fully refunded while we investigate.

• Approved refunds are initiated within 2 business days.
• M-Pesa reversals typically arrive within 1–5 business days.
• You will see the reversal in your Transactions history as soon as it is initiated.

Open a dispute from the booking within 48 hours of completion. Include photos and a short description. Escrow is frozen while the dispute is open.

• We acknowledge within 1 business day.
• Both parties are asked for evidence.
• A decision is issued within 5 business days and applied to escrow automatically.

Where a booking is fully refunded, the platform commission is refunded too. On partial refunds, commission is charged only on the amount actually released to the provider.

Need help with a refund? Email supportconnectlocalafrica@gmail.com with your booking reference.