Refund & Cancellation Policy
Fair and transparent resolutions for everyone
Konnectam Ltd. (“Konnectam”, “we”, “our”, or “us”) is committed to fair and transparent resolutions for customers and artisans. This Refund & Cancellation Policy explains when refunds, credits, charges, or cancellations may apply when using Konnectam’s platform and services.
By using Konnectam, you agree to this Policy.
1. Scope
This Policy applies to bookings made through Konnectam for artisan or home services, including but not limited to:
- Electrical repairs
- Plumbing
- Carpentry
- Painting
- Cleaning
- Appliance / AC servicing
- Other approved services
2. Cancellation by Customer
A. Before an Artisan Is Assigned
Customers may cancel a service request at any time before an artisan accepts or is assigned to the request.
B. After an Artisan Is Assigned but Before Service Begins
Customers may cancel a booking after an artisan has been assigned but before work begins.
Where appropriate, Konnectam may assist both parties in resolving any disagreement relating to cancellation.
C. After Service Has Commenced
If a customer cancels after work has begun or after an artisan has arrived at the service location, any payment obligations remain subject to the agreement between the customer and the artisan.
3. Cancellation by Artisan
If an artisan cancels after accepting a job request, Konnectam may:
- Assist the customer in finding an alternative artisan
- Prioritize reassignment of the request
- Review the artisan's account for policy violations
4. Service Issues and Complaints
Customers may submit complaints where:
- The artisan failed to attend
- The service was not started
- The service was abandoned without reasonable cause
- The wrong service provider attended
- There is evidence of significant service quality concerns
Konnectam may investigate complaints by reviewing available evidence, communications, photographs, videos, and statements from both parties.
Where appropriate, Konnectam may:
- Recommend corrective action
- Facilitate communication between the parties
- Assist with finding a replacement artisan
- Apply disciplinary measures to artisans who violate platform policies
5. Non-Refundable Situations
Where payments are facilitated through the Konnectam platform or its payment partners, refund requests will be reviewed on a case-by-case basis in accordance with Konnectam's Refund and Dispute Policy.
Submitting a refund request does not guarantee that a refund will be approved. Konnectam reserves the right to investigate each request and may request additional information or evidence from the customer, the artisan, or both before making a decision.
Refund requests or complaints may be declined where:
- The customer changes their mind after service completion
- The customer provided incorrect, incomplete, or misleading information, including service location details.
- The customer was unavailable at the agreed service time without reasonable notice.
- The customer confirmed or accepted the completed work.
- Delays or non-performance resulted from circumstances beyond the artisan's reasonable control, including but not limited to weather conditions, security concerns, government restrictions, or force majeure events
- The complaint is unsupported by sufficient evidence.
- The service was delivered substantially as agreed between the customer and the artisan.
Where Konnectam determines that a refund is appropriate, the refund may be processed to the user's Konnectam wallet, original payment method, or another method determined by Konnectam, subject to applicable laws and the policies of its payment partners
6. Materials and Parts
Any materials, spare parts, or consumables purchased for a service engagement are subject to the agreement between the customer and the artisan.
7. Wallets, Payments and Escrow
Konnectam provides users with wallet functionality, including virtual accounts, to facilitate funding, token purchases, bill payments, and other supported financial services available on the platform. These payment services are provided in partnership with licensed financial service providers.
Except where expressly stated, Konnectam does not operate a traditional escrow service. Funds credited to a user's wallet remain available for transactions initiated by that user in accordance with these Terms.
For service transactions between clients and artisans, Konnectam may facilitate the movement of funds through its platform or payment partners but is not responsible for guaranteeing the quality, completion, or outcome of any service unless expressly stated otherwise.
Where a payment dispute arises, Konnectam may, at its sole discretion and in accordance with its dispute resolution process, temporarily restrict or delay the release of certain platform-managed funds while the dispute is being reviewed.
Konnectam reserves the right to refuse, suspend, or reverse transactions where required by law, regulatory obligations, fraud prevention measures, or these Terms of Use.
8. Platform Fee Refunds
Where applicable, Konnectam may refund platform fees paid by artisans in limited circumstances, including:
- Duplicate charges
- Technical errors
- Job cancellations before meaningful engagement
- Other situations approved by Konnectam
9. How to Submit a Complaint or Refund Request
Please provide:
- Booking or job reference number
- Description of the issue
- Supporting photographs or videos (where applicable)
- Relevant communication records
10. Fraudulent Claims
Konnectam reserves the right to deny complaints, refund requests, or claims that are false, misleading, abusive, fraudulent, or unsupported by evidence.
11. Final Decision
Where a matter falls within Konnectam’s platform policies, Konnectam’s determination regarding account actions, platform fee refunds, and policy enforcement shall be final, subject to applicable law.