Understanding when and how refunds are processed.
Last Updated: January 15, 2025
Welcome to Kwiczy, South Africa's trusted service marketplace connecting Clients with local Fixers (plumbers, electricians and other skilled professionals). This Refund Policy outlines the terms and conditions under which refunds may be issued for services booked and paid through the Kwiczy platform.
By using Kwiczy's services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. This policy should be read in conjunction with our Terms & Conditions.
Kwiczy operates on a transparent fee structure:
These fees are separate from the service charges agreed upon between Clients and Fixers for the actual work performed.
Refunds may be issued under the following specific circumstances:
If a Fixer cancels a booking before commencing work, the Client is eligible for a full refund of:
Note: Labor and material costs are arranged directly between you and the Fixer, so any payments made directly to the Fixer are handled separately.
If a Client cancels a booking before the Fixer has accepted the booking, the Client is eligible for a full refund of:
Note: Once a Fixer has accepted a booking, standard cancellation terms apply (see "Non-Refundable Situations" below).
If you experience any of the following payment issues, you may be eligible for a refund:
In such cases, please contact our support team immediately with proof of the error (screenshots, transaction receipts, or bank statements).
Kwiczy reserves the right to review and approve refunds on a case-by-case basis for exceptional circumstances, including but not limited to:
All disputed cases will be thoroughly reviewed by our support team, and refunds will be issued at Kwiczy's sole discretion based on the evidence provided.
Refunds will not be issued in the following circumstances:
Once a Fixer has completed a confirmed job and the service has been delivered as agreed, no refunds will be issued. This includes:
If a Client cancels a booking after the Fixer has accepted, standard cancellation terms apply. Refunds may not be available, and cancellation fees may apply as outlined in our Terms & Conditions.
General dissatisfaction with service quality, where the service was delivered as described, does not automatically qualify for a refund. However, we encourage Clients to:
Refunds will not be issued simply because a Client changes their mind about a service after booking, provided the Fixer has accepted and is prepared to perform the service.
The R40 booking fee and R60 service fee are generally non-refundable once a booking has been processed, except in cases of payment errors, duplicate charges, or approved disputed cases.
To request a refund, please follow these steps:
Submit a refund request through one of the following channels:
When submitting your refund request, please include:
Our support team will:
If your refund is approved:
Refund requests are typically reviewed and approved (or declined) within 5-14 business days from the date of submission, provided all required information has been provided.
Once approved, refunds are processed through Paystack and will be credited to your original payment method within 7-10 business days. This timeframe includes:
Note: Processing times may be longer during public holidays or if additional verification is required.
You can track the status of your refund:
The following fees may be deducted from refunds or charged separately:
Kwiczy may deduct reasonable processing or administrative fees from refunds in certain circumstances, such as:
Any processing fees will be clearly communicated before the refund is processed, and you will have the opportunity to accept or decline the refund with fees applied.
In some cases, payment gateway fees (charged by Paystack) may not be refundable. These fees are typically minimal and will be disclosed if applicable to your refund.
Refunds will be processed to the original payment method used for the transaction:
If the original payment method is no longer available (e.g., expired card, closed account), please contact support to arrange an alternative refund method. Additional verification may be required.
If you initiate a chargeback or dispute with your bank or payment provider before contacting Kwiczy support, we reserve the right to:
We strongly encourage you to contact Kwiczy support first to resolve any issues before initiating a chargeback, as we are committed to resolving disputes fairly and efficiently.
In cases of force majeure (natural disasters, pandemics, government restrictions, etc.) that prevent service delivery, Kwiczy will work with both Clients and Fixers to find a fair resolution, which may include:
If a Fixer fails to arrive at the scheduled time and location without prior notice or valid reason, the Client is eligible for a full refund. Please contact support immediately with:
For refund requests, questions, or concerns about this policy, please contact us:
Kwiczy reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be:
Your continued use of Kwiczy's services after any policy changes constitutes acceptance of the updated policy. We encourage you to review this policy periodically.
This Refund Policy is designed to comply with:
If any provision of this policy is found to be unenforceable or invalid, the remaining provisions will continue to be valid and enforceable.
This Refund Policy should be read in conjunction with:
By using Kwiczy's platform and services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree with any part of this policy, please do not use Kwiczy's services.
Questions or Concerns?
If you have any questions about this Refund Policy or need assistance with a refund request, please don't hesitate to contact our support team. We're here to help ensure a fair and transparent experience for all Kwiczy users.
This document is a legal policy of Kwiczy. For the most current version, please visit www.kwiczy.com/refund-policy.
Last Updated: January 15, 2025