Oniise Refund & Cancellation Policy

This Refund & Cancellation Policy explains when bookings may be cancelled, how refunds are calculated, the responsibilities of Clients and Verified Providers, and how Oniise handles cancellations, no-shows, emergencies, and disputes.

Oniise follows five principles:

• Fairness
• Transparency
• Timeliness
• Accountability
• Customer Protection

Refund decisions are based on booking history, timestamps, communication records, payment status, and evidence available on the platform.

Clients may cancel a booking before work begins. Refund eligibility depends on:

• How much notice is given
• Whether the Verified Provider has already begun traveling
• Whether expenses have already been incurred
• Applicable laws in the operating country

Verified Providers should avoid cancelling confirmed bookings. Provider cancellations may negatively affect:

• Trust Score and marketplace ranking
• Completion rate and enterprise eligibility
• Preferred Provider status

Repeated cancellations may lead to suspension.

Where applicable, Oniise may offer a free cancellation period immediately after booking confirmation. If the booking is cancelled within this window, Clients generally receive a full refund. The applicable time window may vary by service category or country.

A cancellation made shortly before the scheduled appointment may result in:

• Partial refunds
• Cancellation charges
• Compensation to the Verified Provider
• Administrative fees where permitted

The exact amount depends on the circumstances of the booking.

Client No-Show

A Client is considered a no-show when they cannot be reached, fail to provide access, fail to appear at the agreed location, or prevent the service from beginning without reasonable explanation. The Verified Provider should document the incident through Oniise before leaving.

Provider No-Show

A Verified Provider is considered a no-show when they fail to arrive, stop communicating, abandon the booking, or fail to begin work without reasonable justification. Provider no-shows may result in reduced Trust Score, removal from search rankings, temporary suspension, or permanent removal.

Refund decisions may consider genuine emergencies, including:

• Severe illness or accidents
• Natural disasters or government restrictions
• Security incidents and transport disruptions
• Verified family emergencies

Supporting evidence may be requested.

Certain outdoor services may be affected by weather. Where severe weather prevents safe completion, bookings may be rescheduled, refunds may be issued, or payment may remain on hold until both parties agree on the next steps.

Partial refunds may be appropriate where part of the work was completed, materials were already purchased, travel costs were incurred, or only a portion of the agreed services were delivered. Oniise determines appropriate outcomes after reviewing available evidence.

If a Client believes work was completed poorly, they should report the issue promptly through Oniise. Evidence may include photographs, videos, written explanations, chat history, invoices, and supporting documents.

Refund decisions may include no refund, partial refund, full refund, service credit, or provider remediation.

Where a dispute or complaint is filed before payment release, Oniise may temporarily maintain the payment hold while the matter is investigated. This protects both parties during the review process.

Enterprise retainers are governed by separate contractual terms. Cancellation of retained services may depend on notice periods, agreed service levels, subscription terms, billing cycles, and contractual obligations. Enterprise agreements may override portions of this policy.

Where recurring services are offered, cancellation becomes effective according to the applicable subscription cycle unless otherwise required by law.

Refunds involving promotional credits may be returned as promotional balance rather than cash where legally permitted.

Eligible refunds may be returned to the original payment method, to the Oniise Wallet, or by another method permitted under applicable law.

Submitting false claims or fraudulent refund requests is prohibited, including false damage claims, fabricated evidence, duplicate refund requests, and intentionally misleading Oniise.

Refund timing depends on payment provider, issuing bank, Mobile Money operator, and regulatory requirements. Processing times vary and are outside Oniise's direct control once funds have been released by our payment partner.

If either party disagrees with a refund decision, they may submit an appeal with additional supporting evidence. Appeals are reviewed independently by Oniise's Trust & Safety team.

This Refund & Cancellation Policy may be updated periodically to reflect operational improvements, regulatory changes, and marketplace developments. Updated versions will be published within the Oniise Legal Center.

Support Team: support@oniise.com

Trust & Safety: trust@oniise.com

Legal Team: legal@oniise.com