Refund Policy

1. Full Refund Scenarios

You're eligible for a 100% refund in the following cases:

Technician No-Show

• Automatic refund + R50 goodwill credit
• Processed within 24 hours
• Instant credit to your wallet
• No questions asked

Service Not Provided

• Technician arrives but unable to perform service
• Equipment/product unavailable
• Emergency cancellation by technician
• Safety concerns

Quality Issues

• Service significantly different from description
• Poor quality work (case-by-case review)
• Technician unprofessional or inappropriate
• Service incomplete or substandard

Payment Errors

• Duplicate charges
• Incorrect amount charged
• Payment processing errors
• Technical glitches

2. Cancellation & Refunds

Free Cancellation (More than 2 hours before)

• 100% refund to your wallet
• Instant processing
• No fees or penalties
• Cancel anytime up to 2 hours before appointment

Late Cancellation (Less than 2 hours before)

• 80% refund (20% cancellation fee)
• Compensates technician for lost opportunity
• Refund processed to wallet within 1 hour
• Technician receives 15% cancellation compensation

No-Show by Customer

• No refund if you don't show up and don't cancel
• Full payment goes to technician
• Platform commission: 10% (Year 1)
• Exception: Emergency situations (case-by-case)

3. Refund Processing Times

Refund Type	Processing Time	Destination
Cancellation (>2 hours)	Instant	Wallet
Late Cancellation	Within 1 hour	Wallet
Technician No-Show	Within 24 hours	Wallet + R50 credit
Quality Dispute	2-5 business days	Wallet or original payment
Wallet to Bank	1-3 business days	Bank account

4. Dispute Resolution Process

Step 1: Contact Us

• Open a dispute in the app: My Bookings → Select booking → Report Issue
• Or email: support@beautyonthemove.com
• Or WhatsApp: +27 82 421 9044

Step 2: Investigation

• We review both sides within 48 hours
• May request photos, evidence, or additional details
• Contact technician for their version
• Review booking history and ratings

Step 3: Resolution

• Full Refund: Clear technician fault
• Partial Refund: Shared responsibility
• Service Credit: Minor issues, future discount
• No Refund: Customer fault or unjustified claim

Step 4: Appeal

• Disagree with decision? Appeal within 7 days
• Senior team reviews case
• Final decision within 5 business days

5. How to Request a Refund

In the App:

1. Go to "My Bookings"
2. Select the booking you want to refund
3. Tap "Report Issue" or "Request Refund"
4. Select reason from dropdown
5. Add details and photos (optional)
6. Submit request
7. You'll receive a confirmation email within minutes

Via Email:

Send to: support@beautyonthemove.com

Include:

• Booking ID
• Date and time of service
• Technician name
• Reason for refund
• Any supporting evidence (photos, screenshots)

Via WhatsApp:

+27 82 421 9044

Send message with booking details and reason for refund.

6. Refund to Wallet vs. Original Payment

Wallet Refunds (Default)

• Instant processing
• Use immediately for next booking
• Withdraw to bank anytime (1-3 business days)
• No fees for wallet refunds

Original Payment Method

• Available on request
• Takes 5-10 business days
• Subject to bank processing times
• Best for large amounts or if leaving platform

7. Goodwill Credits & Compensation

• Technician No-Show: Full refund + R50 credit
• Late Arrival (>30 min): R30 credit
• Minor Quality Issues: R50-R100 credit
• Platform Technical Issues: Case-by-case compensation
• First-Time Issues: Generous goodwill gestures

Goodwill credits:

• Added directly to your wallet
• No expiry date
• Can be combined with other promotions
• Withdrawable or usable for bookings

8. Contact Us About Refunds

Questions about our refund policy or need help with a specific case?