Refund & Cancellation Policy
Effective Date: December 1, 2024
At Oyeadeɛ Hub, your satisfaction is our priority. Because we use an escrow-backed payment system, funds are only released to Pros after you approve the work. This policy explains when and how refunds are processed.
1. Customer Cancellations
1.1 Free Cancellation Window
You may cancel a booking at no charge up to 24 hours before the scheduled start time. Full refunds will be processed to your original payment method within 5-7 business days.
1.2 Late Cancellations
Cancellations made less than 24 hours before the scheduled start time may incur a fee of up to 50% of the service price. This fee compensates the Pro for reserved time that cannot be rebooked. The remaining 50% will be refunded to you.
1.3 No-Show Policy
If you are not present at the property within 30 minutes of the scheduled start time and have not communicated with the Pro, the booking may be considered a no-show. No-shows are not eligible for refunds.
2. Pro Cancellations
If a Pro cancels a confirmed booking, we will:
- Notify you immediately and attempt to assign a replacement Pro
- If no replacement is available, issue a full refund within 24 hours
- Provide a 10% credit toward your next booking as an apology
3. Unsatisfactory Work (Escrow Protection)
Because we use escrow, your money is not released until you approve the work. If you are not satisfied:
- Do not sign off on the work in your dashboard
- Contact us within 48 hours of service completion
- Provide photos/videos and a description of the issue
- We will investigate and either send a replacement Pro or issue a refund
If you sign off on the work, you forfeit your right to dispute that specific job (unless you discover hidden damage later, which must be reported within 48 hours).
4. Refund Amounts by Scenario
| Scenario | Refund Amount | Timeline |
|---|---|---|
| Cancellation > 24 hours before start | 100% | 5-7 business days |
| Cancellation < 24 hours before start | 50% | 5-7 business days |
| Pro cancels (no replacement found) | 100% + 10% credit | Within 24 hours |
| Unsatisfactory work (reported within 48h) | Full or partial depending on assessment | Within 5 business days |
| Customer no-show | 0% | N/A |
| Emergency service cancellation (< 4 hours) | 0% (emergency surcharge non-refundable) | N/A |
5. Subscription Refunds (Diaspora Property Care)
Monthly diaspora subscriptions can be cancelled at any time. Cancellations take effect at the end of the current billing cycle. No partial refunds for unused portions of a month.
Annual subscriptions: If you cancel within the first 30 days, you will receive a prorated refund for the remaining months minus a 10% processing fee. After 30 days, no refunds for annual subscriptions.
6. Construction Project Refunds
For construction projects paid via milestone-based escrow:
- Funds for completed milestones are non-refundable
- Future milestones can be cancelled with 14 days' written notice
- If you are unsatisfied with a completed milestone, funds for that milestone are held in dispute resolution (see Section 3)
7. How to Request a Refund
To request a refund or dispute a charge:
- Log into your Oyeadeɛ Hub dashboard
- Navigate to "My Bookings" and select the relevant booking
- Click "Report Issue" or "Request Refund"
- Provide detailed information and upload supporting evidence (photos/videos)
- Our support team will respond within 24 hours
You may also contact us via WhatsApp at +233 50 123 4567 or email support@oyeadeehub.com.
8. Chargebacks and Payment Disputes
If you initiate a chargeback with your bank or card issuer without first requesting a refund through our Platform, we may suspend your account pending investigation. We will work with you to resolve the issue, but repeated chargebacks may result in permanent account termination.
9. Processing Time
Approved refunds are processed within 5-7 business days. The time it takes for funds to appear in your account depends on your payment provider (Mobile Money: typically instant to 24 hours; Card: 3-7 business days).
10. Contact Information
For refund-related questions, contact us at:
Oyeadeɛ Hub (a trading name of Dalyan Rose Limited)
Company No. 16712931
Email: refunds@oyeadeehub.com
WhatsApp: +233 50 123 4567
Last updated: December 1, 2024