askowethu.co.za

Cancellation & Refund Policy

Effective date: 5 July 2026

1. Purpose

This Cancellation & Refund Policy explains when bookings may be cancelled, when refunds may be issued, and how AskOwethu handles disputes relating to cancelled or incomplete services. This Policy forms part of the AskOwethu Terms of Use and Service Provider Agreement.

2. Our Marketplace Model

AskOwethu is a technology platform that connects Customers with independent Service Providers. Customer payments are made to AskOwethu through authorised payment service providers. Payments may be held until the booking has been completed, cancelled or otherwise resolved in accordance with this Policy.

3. Customer Cancellations

3.1 Before a Provider Accepts the Booking

Customers may cancel a service request at any time before a Provider accepts it. No cancellation fee will be charged. Any authorised payment will be cancelled or fully refunded.

3.2 After a Provider Accepts but Before Travelling

Customers may cancel after the Provider has accepted the booking but before the Provider begins travelling to the job location. AskOwethu may charge a reasonable 8% cancellation fee to compensate the Provider for reserved time and administrative costs. Any remaining balance will be refunded.

3.3 After the Provider Has Started Travelling

If the Provider has already begun travelling to the Customer's location, the Customer may still cancel. Depending on the circumstances, AskOwethu may:

• charge a 16% travel cancellation fee;
• compensate the Provider for reasonable travel costs, and cover AskOwethu administrative costs;
• refund the remaining balance.

3.4 After Work Has Started

Once the Provider has commenced work, bookings generally cannot be cancelled for a full refund. If the Customer believes the work is unsatisfactory, the Customer should not provide the Completion Code and should immediately report the issue through AskOwethu. The booking will enter the dispute resolution process.

4. Provider Cancellations

Providers should only accept bookings they genuinely intend to complete. If a Provider cancels a confirmed booking:

• Before travelling to the Customer, no payment or compensation will ordinarily be payable.
• After commencing travel to the Customer, AskOwethu may, at its sole but reasonable discretion, determine whether the Provider is entitled to partial compensation for reasonable travel expenses or time incurred.
• After arriving at the Customer's location, AskOwethu will assess the circumstances and determine whether any Provider compensation is appropriate, taking into account the reason for the cancellation, the conduct of both parties, and any evidence available.

Late Arrival

Providers are expected to arrive at the agreed booking time or within any reasonable grace period communicated to the Customer. Where a Provider arrives more than forty-five (45) minutes late without a reasonable or verifiable explanation, AskOwethu may, at its sole but reasonable discretion:

• deduct up to eight percent (8%) of the Provider's earnings for that booking; and
• credit the deducted amount to the Customer as a goodwill gesture or partial compensation for the inconvenience caused.

In determining whether to apply this deduction, AskOwethu may consider factors including, but not limited to:

• traffic incidents;
• vehicle breakdowns;
• severe weather conditions;
• medical emergencies;
• customer-requested schedule changes;
• inaccurate location information provided by the Customer; and
• any other circumstances beyond the Provider's reasonable control.

AskOwethu's decision will be based on the available evidence and the specific circumstances of each booking.

Repeated cancellations may result in lower Provider ratings, temporary suspension, or permanent removal from the Platform.

5. When Customers Qualify for a Refund

Refunds may be available where:

• the Provider fails to arrive;
• the Provider cancels;
• the booking cannot be completed;
• payment was processed incorrectly;
• duplicate payments occurred;
• fraudulent activity occurred;
• the wrong amount was charged;
• required by applicable law.

Refunds are assessed individually.

6. When Refunds May Be Reduced

Refunds may be reduced where:

• the Provider incurred reasonable travel costs;
• materials were purchased specifically for the booking;
• part of the agreed work has already been completed;
• additional costs were approved by the Customer.

7. No Refund Circumstances

Refunds will generally not be granted where:

• the Customer changes their mind after satisfactory completion;
• the Completion Code has been voluntarily shared without reporting any concerns;
• dissatisfaction relates solely to issues outside the agreed scope of work;
• the Customer prevented the Provider from completing the booking without reasonable cause.

Nothing in this section limits any rights available under South African consumer protection legislation.

8. Completion Code

The Completion Code is AskOwethu's primary confirmation that a booking has been completed. Customers should never provide the Completion Code until they are reasonably satisfied with the completed work. Providing the Completion Code authorises AskOwethu to release the Provider's eligible earnings.

If the Completion Code is shared accidentally or under pressure, the Customer must notify AskOwethu immediately.

9. Disputed Bookings

If a Customer disputes a booking before providing the Completion Code, AskOwethu may temporarily hold payment, request photographs, review Platform communications, request invoices or quotations, interview both parties, and request additional evidence. During this period, Provider payouts relating to the disputed booking may remain on hold.

10. Partial Refunds

Where appropriate, AskOwethu may issue a partial refund. Examples include:

• only part of the agreed work was completed;
• additional work was not performed;
• minor quality issues were identified;
• pricing adjustments are appropriate.

11. Full Refunds

A full refund may be issued where:

• the Provider never attended;
• the booking could not be completed;
• the wrong Customer was charged;
• duplicate payment occurred;
• fraud occurred;
• required by law.

12. Refund Method

Approved refunds will normally be returned to the original payment method used for the booking. Where this is not reasonably possible, AskOwethu may arrange another lawful refund method. Refund processing times depend on the Customer's financial institution and payment service provider.

13. Chargebacks

Customers should contact AskOwethu before requesting a chargeback from their bank or card issuer. If a chargeback is initiated, AskOwethu may investigate the matter, Provider payouts may be delayed, evidence may be submitted to the payment provider, and accounts may be restricted pending the outcome. Fraudulent chargebacks may result in permanent account suspension.

14. Fraudulent Claims

Customers and Providers must not submit false cancellation requests or fraudulent refund claims. Examples include claiming work was never completed when it was, creating fake bookings, providing false evidence, or colluding to obtain refunds. Fraud may result in account suspension, permanent removal, recovery of funds, legal action, or reporting to law enforcement where appropriate.

15. Provider Compensation

Where a Customer cancels after a Provider has incurred reasonable costs, AskOwethu may compensate the Provider for travel expenses, reserved appointment time, and approved materials purchased specifically for the booking. Compensation will be determined at AskOwethu's reasonable discretion.

16. Force Majeure

Neither Customers nor Providers will be responsible for cancellation caused by events beyond their reasonable control, including severe weather, natural disasters, government restrictions, widespread power outages, civil unrest, or emergencies. AskOwethu may cancel affected bookings without penalty.

17. Consumer Rights

Nothing in this Policy limits any rights or remedies available under the Consumer Protection Act, 68 of 2008; the Electronic Communications and Transactions Act, 25 of 2002; the Protection of Personal Information Act, 4 of 2013; or any other applicable South African law.

18. Policy Changes

AskOwethu may amend this Policy from time to time. Updated versions will be published on the Platform. Continued use of the Platform after changes take effect constitutes acceptance of the revised Policy.

19. Contact Us

AskOwethu (Pty) Ltd

• Email: Info@askowethu.co.za
• WhatsApp: +27 64 626 2875

Questions regarding cancellations or refunds should be directed to AskOwethu Support before contacting your payment provider or initiating legal proceedings.