1. Purpose
This Cancellation & Refund Policy outlines the rules governing cancellation, rescheduling, refunds, and compensation for services booked through the Zepitt platform. By booking a service on Zepitt, you agree to this Policy.
2. Cancellation by Customer
Customers may cancel a confirmed booking up to 10 (ten) minutes before the scheduled service start time. Cancellations made within this permitted period will be eligible for a full refund or credit, subject to the payment method used. Once the booking enters the final 10 minutes before the scheduled start time, cancellations are no longer permitted through the Platform.
3. Late Cancellation
A booking is considered a Late Cancellation if the cancellation request is made less than 10 minutes before the scheduled service time or the customer requests cancellation after the Service Partner has arrived. Late cancellations are non-refundable, as the Service Partner has reserved time and may already be travelling to the service location.
4. Customer No-Show
A Customer will be considered a No-Show if no one is available at the service location; access to the premises is denied; the registered contact person cannot be reached after reasonable attempts; or the customer refuses the booked service after the Service Partner arrives.
In such cases:
- The booking will be treated as completed for billing purposes;
- No refund will be issued; and
- Repeated No-Shows may result in temporary suspension or permanent restriction of the customer's account.
5. Rescheduling
Customers may reschedule a booking up to 10 minutes before the scheduled service start time, subject to Service Partner availability. Rescheduling requested within 10 minutes of the scheduled start time cannot be guaranteed and may be treated as a cancellation if the booking cannot proceed.
6. Cancellation by Zepitt
Zepitt may cancel a booking due to circumstances including, but not limited to: Service Partner unavailability; severe weather conditions; operational constraints; safety concerns; incorrect service address; force majeure events; or technical failures.
If Zepitt cancels a booking before the service begins, the customer will receive either a full refund to the original payment method or Zepitt Credits of the same value, if the customer chooses.
7. Cancellation by Service Partner
If a Service Partner cancels a confirmed booking, Zepitt will make reasonable efforts to assign a replacement. If a replacement cannot be arranged within a reasonable time, the booking may be cancelled and the customer will receive a full refund or booking credit.
8. Refund Eligibility
Refunds may be approved in circumstances including: duplicate payment; failed or incomplete payment where funds were debited; cancellation by Zepitt; service could not be delivered due to reasons attributable to Zepitt; billing errors; or any other circumstances approved by Zepitt after review. Refunds are not available for dissatisfaction based solely on personal preference where the booked service has been delivered in accordance with Zepitt's standards.
9. Refund Process
Approved refunds will generally be processed to the original payment method or as Zepitt Credits, if requested by the customer and accepted by Zepitt. The actual time for the refund to reflect in your account depends on your bank, card issuer, or payment provider.
10. Service Quality Concerns
If you are dissatisfied with a completed service, you should notify Zepitt through the Platform or Customer Support within 24 hours of service completion. Where appropriate, Zepitt may, at its sole discretion, arrange a re-service; issue a partial refund; issue Zepitt Credits; or provide another suitable resolution. Refunds or credits will be determined after reviewing the circumstances, including any photographs, communications, or feedback provided.
11. Promotional Offers
Promotional discounts, coupons, referral credits, and introductory offers have no cash value, cannot be redeemed for cash, may expire as stated in the applicable offer, and may be withdrawn or modified at Zepitt's discretion. If a booking made using a promotional offer is cancelled in accordance with this Policy, the promotional benefit may not be reinstated unless expressly stated in the offer terms.
12. Fraudulent or Abusive Activity
Zepitt reserves the right to refuse refunds, suspend accounts, or take other appropriate action where there is evidence of repeated unjustified refund requests; misuse of promotional offers; fraudulent payment activity; false complaints; abusive behaviour toward Service Partners or Customer Support; or any attempt to exploit the Platform or its policies.
13. Force Majeure
Zepitt shall not be responsible for delays, cancellations, or service interruptions caused by events beyond its reasonable control, including natural disasters, pandemics, government restrictions, civil disturbances, internet outages, or other force majeure events. Refunds in such cases will be determined based on the specific circumstances and applicable law.
14. Changes to this Policy
Zepitt may amend this Cancellation & Refund Policy from time to time. The latest version will always be available on the Platform and will become effective from the date of publication.
15. Contact Us
For cancellation, refund, or billing-related queries, please contact:
Zepitt Customer Support
Website: www.zepitt.com
Email: support@zepitt.com
Response Time: Within 48 business hours.