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Refunds

Refund policy

Last updated: 2 July 2026

Service Pros uses a credit-based payment model operated by Namoota Technology. This policy explains how refunds work for credit purchases and bookings. We do not issue cash refunds for bookings — eligible refunds are returned to your credit wallet.

Credit purchases

Credits purchased via Paystack are generally non-refundable as cash. Once credits are added to your wallet, they can be used for future bookings on the platform. If you believe a credit purchase was made in error or duplicated, contact us within 7 days with your Paystack reference.

Booking refunds (credit wallet)

Full credit refunds are issued to your wallet when:

  • You cancel a booking while it is still in requested status (before the provider accepts).
  • A provider declines your booking request.
  • A booking request auto-expires because the provider did not respond within the platform timeout.

Refunded credits appear in your wallet and transaction history. The booking's payment status is updated to refunded.

Disputes after acceptance

If you dispute a booking after a provider has accepted it, credits are not automatically refunded because work may have commenced. Contact support to explain your situation. Namoota Technology may, at its discretion, issue a partial or full credit refund after review — but never a cash refund to your bank account or card.

Consumer Protection Act exception

Nothing in this policy limits your statutory rights under the Consumer Protection Act 68 of 2008 (CPA). Where the CPA entitles you to a cash refund for a defective transaction or direct marketing purchase outside the credit-wallet model, that statutory right applies. Credit purchases and marketplace bookings are subject to the CPA's general protections, including the right to fair and honest dealing and to lodge complaints with the National Consumer Commission.

How to request a refund review

  1. Email support@servicepros.co.za with your account email and booking ID.
  2. Describe the issue and any supporting evidence (messages, photos, etc.).
  3. Our team will respond within 5 business days with a decision or request for further information.

Provider payouts

Provider earnings are paid by Namoota Technology after customer confirmation of completion. Provider payout disputes are handled separately — contact support with your booking reference.