How payments work
When you pay for a booking, the payment is processed by Paystack and split automatically at the moment of capture. The provider's share routes to their linked bank account through a Paystack subaccount; the Jolloyard commission settles to the Jolloyard main account. Jolloyard does not hold customer funds.
Any refund issued under this policy is processed back to the original payment method by Paystack. Refunds typically land within 3–10 business days depending on your bank or card issuer.
Customer cancellations
You may cancel a confirmed booking at any time before the scheduled service. The refund you receive depends on how far in advance you cancel:
- More than 24 hours before the service: full refund (100%)
- 24 hours to 4 hours before the service: 75% refund
- 4 hours to 45 minutes before the service: 50% refund
- Less than 45 minutes before the service: 35% refund
- After the service has started: no refund
The non-refunded portion compensates the provider for the time they reserved for your booking.
Pending bookings — full refund
A booking is "pending" until the provider explicitly accepts it. If you cancel while the booking is still pending, you receive a full refund regardless of timing — the cancellation policy above only applies after a provider has accepted.
Provider no-response — automatic full refund
If a provider does not respond to your booking request within 48 hours, or fails to confirm before the scheduled start time, the booking is automatically cancelled and you receive a full refund — no action needed on your part.
Disputes
If a provider does not show up, delivers a service of unacceptable quality, or there is any other significant issue, you can raise a dispute through the Jolloyard app within 7 days of the scheduled service.
How a dispute is reviewed:
- The other party is notified and given a chance to respond
- Our support team reviews both sides — messages on the platform, photos, ratings, and any other evidence submitted
- We aim to resolve disputes within 10 business days
- Possible outcomes: full refund, partial refund (typically 25%, 50%, or 75%), or no refund — depending on the evidence and severity
- Our decision on disputes is final, but you retain any rights you have under Nigerian consumer protection law
Provider cancellations
If a provider cancels a confirmed booking, the customer receives a full refund and the provider's cancellation count increases. Repeated provider cancellations may result in reduced visibility on the platform or removal from Jolloyard.
What we don't refund
- Cancellations made after the service has started, except where a dispute is resolved in your favour
- Disputes filed more than 7 days after the scheduled service date
- Off-platform payments — only payments made through Jolloyard are eligible for our refund process
- Charges that arise from reasonable provider expenses (e.g. materials already purchased at the customer's explicit request) when supported by evidence
How to request a refund
Most refunds happen automatically — when you cancel or when a provider doesn't respond, the refund is triggered by the app. If you believe you're owed a refund that hasn't arrived:
- For service quality or no-show issues, raise a dispute from the booking detail screen in the app
- For payment or processing issues, email support@jolloyard.com with the booking reference, the date, and a clear description of the issue
- We respond to refund queries within 3 business days
Changes to this policy
We may update this policy from time to time. Changes apply to bookings made after the update takes effect — bookings already in progress remain governed by the policy in force at the time the booking was created.