The short version: you get a full refund any time before an artisan accepts your job. Once an artisan has accepted, they have committed to your slot and turned down other work, so a cancellation fee may apply depending on how much notice you give.
Whenever you cancel, the WakaMate app shows you a Refund Summary with the exact amount coming back to you and any fee retained. You confirm against that figure — you will never be charged a cancellation fee you were not shown first.
What you get back
- No artisan has accepted your job yet — however close to your appointment you cancel
- We cannot find an artisan for your booking
- The assigned artisan does not show up, or cancels and we cannot replace them in time
- Your address turns out to be outside our service area
- You were charged twice, or a payment was taken in error
- An artisan has accepted your job and you cancel more than 3 hours before they are due to arrive
Your artisan has already committed to your slot and turned down other work, so part of the service fee is retained. Any priority surcharge is returned in full, because the faster service it pays for has not been delivered.
- You cancel less than 3 hours before your artisan is due to arrive
- Your artisan is already on the way or has arrived
- Work has already started
- Nobody is available at the address, or the artisan cannot reach you
WakaMate may still offer credit as a goodwill gesture in these cases. That is at our discretion and is not an entitlement.
Reschedule instead of cancelling
You can reschedule a booking free of charge, once, provided you do so more than 3 hours before your artisan is due to arrive. Rescheduling keeps everything you have paid.
Further changes after that may be treated as a cancellation under this policy.
How refunds are paid
WakaMate Credit
Available in your account instantly. Can be used towards any future booking.
Original payment method
Approved refunds are initiated within 2 business days. Your bank may take a further 5–10 business days to make the money available.
Both options are always available to you — you choose at the point of cancelling. We will never require you to take credit instead of a refund to your original payment method.
Bookings paid with credits
Any part of a booking paid using WakaMate Credits is refunded as WakaMate Credits. Any part paid in cash is refunded to your original payment method where applicable. Credits are not exchangeable for cash.
Add-ons and additional work
Where additional work is approved and paid for separately during a job, each add-on is treated as its own item under this policy. If some approved work is completed and other work is not, WakaMate may refund only the amount relating to the work that was not performed.
When WakaMate is at fault
Where WakaMate determines that a cancellation or service failure was caused by WakaMate or by the assigned artisan, you are entitled to a full refund under this policy. You do not need to negotiate for it.
If you believe a booking falls into this category and it has not been treated that way, contact us using the details below and we will review it.
Circumstances outside our control
WakaMate is not responsible for delays or cancellations caused by events outside its reasonable control, including severe weather, flooding, civil unrest, government restrictions, fuel or power disruption, or other emergencies. Where a booking is affected by such an event, we will offer you a reschedule or a refund in accordance with this policy.
Exceptional circumstances
We will not apply a cancellation fee where a booking is cancelled because of death, serious illness, or hospitalisation affecting the customer or a member of their household. Contact our support team and we will handle it.
Misuse of the booking system
WakaMate reserves the right to restrict cancellation privileges, require payment in advance, or decline future bookings where we detect repeated abuse of the booking system.
Changes to this policy
We may update this policy from time to time. Every booking records the version of this policy in force at the time you paid, and any cancellation is assessed against that version — not a later one. The current version is shown at the top of this page.
This policy forms part of the WakaMate Terms of Service. Nothing in this policy removes or limits any right you have under Nigerian consumer protection law.
Contact us
If you have a question about a refund, or you think a refund has been calculated incorrectly, contact us:
support@wakamate.ng
Phone
+2348093222339
Office Address
11, CHUKWUMATI CLOSE, OFF CHIEF OGBUGA ROAD, OFF EASTERN BYE-PASS, OROGBUM, PORT HARCOURT, RIVERS STATE, NIGERIA
Fair to you, fair to our artisans
We only retain money where an artisan has actually committed their time to your job. Before that point, you get everything back — no questions, no deadline.