Welcome to Mankweng Services Hub (Pty) Ltd.

Mankweng Services Hub is an online marketplace that connects customers with independent service providers across South Africa. This Refund and Cancellation Policy explains how cancellations, refunds and booking disputes are handled when services are booked through our website or mobile application.By using our platform, you agree to this Refund and Cancellation Policy.

Customer Cancellation:

Cancellation Within 30 Minutes:

Customers may cancel a confirmed booking within 30 minutes of making the booking, provided the service has not yet started.

A 20% cancellation fee will apply.

The customer will receive an 80% refund.

The cancellation fee covers payment processing costs, platform administration, fraud prevention, operational expenses and booking management.

Cancellation After 30 Minutes:

If a customer cancels more than 30 minutes after confirming the booking but before the provider has started the service:

The customer will receive a 70% refund.

The remaining 30% will be retained as a cancellation fee.

Cancellation After Service Has Started: 

Once the provider has arrived and started performing the agreed service:

No refund will be issued because the customer changes their mind.

Any concerns regarding service quality may be investigated in accordance with this Policy.

Provider Cancellation:

If a provider cancels a confirmed booking before the service begins:

Mankweng Services Hub will attempt to locate another suitable provider; or

Issue the customer with a full refund where another provider cannot reasonably be arranged.

Provider Delays

If a provider:

fails to arrive on time;fails to communicate the delay;and no revised arrangement has been agreed, the customer may receive a full refund if the service has not yet started.The provider may also incur penalties under the Service Provider Terms and Conditions.

Customer No-Show:

If the customer:

is unavailable;refuses access;cannot be contacted;or fails to attend the appointment,

the booking may be treated as a customer no-show and refunds may not be availabl

Refund Processing:

Approved refunds will normally be returned to the original payment method used to make the booking. Refund processing times may vary depending on: the payment gateway;the customer's bank; and other financial institutions

Refund Eligibility:

Refund requests may be submitted where:

a provider fails to attend without reasonable notice;a provider cancels the booking;the service was materially different from the agreed booking;the booking qualifies under this Refund and Cancellation Policy.Refunds are not automatic and each request will be reviewed individually

Service Quality Complaints:

If a customer believes: the agreed service was not completed;the workmanship was materially defective; or the completed service differed significantly from the agreed booking,the customer should report the matter through Mankweng Services Hub.The platform may investigate and facilitate a fair resolution.

Fraudulent Refund Requests:

Refund requests may be refused where Mankweng Services Hub reasonably believes that a customer has:submitted false information;abused the refund process;repeatedly cancelled bookings without genuine reasons;provided misleading evidence; or engaged in fraudulent activity.

Provider Penalties

To maintain service quality and protect customers, Mankweng Services Hub may impose penalties on service providers who fail to meet their obligations under the Service Provider Terms and Conditions

Failure to Communicate Delays

Where a provider:

fails to notify the customer of a delay; fails to provide an updated estimated arrival time; and no revised arrangement has been agreed,the customer may receive a full refund if the service has not started.The provider may incur a 20% penalty

Provider No-Show

If a provider fails to attend a confirmed booking without a valid reason: the customer may receive a full refund; the provider may incur a 20% no-show penalty; repeated no-shows may result in suspension or permanent removal from the platform.

Provider Cancellation 

If a provider cancels a confirmed booking without a valid reason: First occurrence Written warning.Second occurrence 10% penalty.

Repeated occurrences

Mankweng Services Hub may: suspend the provider account; remove the provider from search results; permanently terminate the provider account.

Poor Service Quality

Where an investigation confirms that a provider:failed to complete the agreed service; performed work negligently;delivered materially defective workmanship; or failed to meet reasonable professional standards,

Mankweng Services Hub may:

Issue a warning:require the provider to reimburse refunds or other amounts where appropriate and permitted by law;deduct approved refund amounts from provider earnings where permitted by law and these Terms;suspend the provider account; or permanently terminate the provider account for repeated violations.

Fraud, Theft and Criminal Conduct

Providers found to have engaged in:

fraud;theft;assault;submission of false documents;deliberate property damage; or other criminal conduct,

may face:

immediate suspension;permanent termination;forfeiture of unpaid earnings where permitted by law and related to the misconduct; and reporting to the appropriate authorities where required by law.

Recovery of Amounts Owed

Mankweng Services Hub reserves the right to recover refunds, penalties, chargebacks, unpaid commissions, unpaid subscription fees, joining fees and other amounts lawfully owed by deducting such amounts from any funds otherwise payable to the provider, where permitted by law and the applicable agreements.

Dispute  resolution:

If a dispute arises regarding a booking or refund, Mankweng Services Hub may investigate by reviewing:

booking records;payment records;messages exchanged through the platform;photographs;videos;supporting documents;location information (where available); and statements from both the customer and the provider.

Both parties are expected to cooperate during the investigation.

Important Notes: 

• This Refund and Cancellation Policy applies to all bookings made through the Mankweng Services Hub website and mobile application.

• Mankweng Services Hub reserves the right to amend this Policy at any time.

• The latest version will always be available on our website and mobile application.

• Continued use of the platform after changes become effective constitutes acceptance of the updated Policy.

Sincerely,

Mankweng Services Hub (Pty) Ltd

Email: support@mankwengservices.co.za 

Telephone: +27648875636

Website: https://mankwengservices.co.za