Refund & Cancellation Policy

Last Updated: 12.01.2025

1. Overview

This policy ensures fair and transparent handling of cancellations and refunds on the JiKonnect platform.

2. Client Cancellations

✅ More than 2 hours before booking

Full refund (minus M-Pesa processing fees)

⚠️ Less than 2 hours before booking

50% refund

❌ After provider arrival or service start

No refund

3. Provider Cancellations

If a Provider cancels a confirmed booking, the Client receives a full refund.

⚠️ Important for Providers:

Frequent cancellations may result in account suspension or termination.

4. Service Dissatisfaction

If you're not satisfied with the service provided, you must submit evidence (photos, videos, or detailed description) within 48 hours of service completion.

Possible Resolutions:

Partial refund
Service credit/voucher for future bookings
Assignment of another provider to rework the service

Note: JiKonnect will review each case individually and make fair determinations based on the evidence provided.

5. Overpayments

If you've been charged more than the agreed amount, the overpayment will be refunded within 48-72 hours after verification.

6. Non-Refundable Items

The following are non-refundable:

Completed services (where no dissatisfaction was reported within 48 hours)
Tips paid to providers
Subscription fees
Promotional or discounted bookings (unless otherwise stated)

7. Fraud & Abuse Prevention

JiKonnect reserves the right to decline refund claims that show evidence of fraud, abuse, or attempts to exploit the refund system. This includes but is not limited to:

False claims of service non-delivery
Manipulated evidence
Repeated fraudulent refund requests
Off-platform payments to avoid fees

8. Refund Processing

Payment Method:

Refunds are issued via the original payment method (M-Pesa).

Processing Time:

Refunds are processed within 48-72 hours of approval.

Transaction Fees:

M-Pesa transaction fees are non-refundable and will be deducted from the refund amount where applicable.

9. Dispute Resolution

If you disagree with a refund decision, you may escalate the matter through the following process:

Internal Support: Contact our support team at support@jikonnect.co.ke
Mediation: If unresolved, the dispute will be handled through internal mediation
Arbitration/Court: As a last resort, disputes may be resolved through arbitration or courts under Kenyan law

10. How to Request a Refund

To request a refund, follow these steps:

Log in to your JiKonnect account
Navigate to "My Bookings" or "Order History"
Select the booking you wish to request a refund for
Click "Request Refund" and provide the required details
Submit supporting evidence if applicable

Alternatively, contact our support team directly at: support@jikonnect.co.ke

11. Contact Us

For questions or concerns about refunds and cancellations:

Email: support@jikonnect.co.ke

Phone: +254 792 480 522

Company: Linkora Digital Ltd, Nairobi

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