Refund Policy

Our Commitment

EketSupply is committed to ensuring every customer is satisfied with the services they receive. If you are not happy with the outcome of a job, we have a clear process to help you get a fair resolution.

Full Refund Scenarios

You are entitled to a full refund if:

• The artisan fails to show up for a confirmed booking without notice
• The artisan cancels the booking after payment has been made
• The service was not performed at all
• You cancel the booking more than 24 hours before the scheduled time

Partial Refund Scenarios

A partial refund may be issued if:

• The service was partially completed to an unsatisfactory standard
• The artisan used materials of lower quality than agreed
• The job took significantly longer than quoted without prior agreement

No Refund Scenarios

Refunds will not be issued if:

• The customer cancels less than 24 hours before the scheduled time (late cancellation fee applies)
• The customer confirms job completion and then raises a dispute after 48 hours
• The dissatisfaction is due to a change of mind rather than poor workmanship
• The customer provided incorrect information that affected the job outcome

How to Request a Refund

1. Open the EketSupply app and navigate to your booking history.
2. Select the relevant booking and tap "Report an Issue".
3. Describe the problem and attach any supporting evidence (photos, messages).
4. Our support team will review your case within 3 business days.
5. If approved, the refund will be credited to your original payment method within 5–7 business days.

Contact

For refund enquiries, contact us at support@eketsupply.com or WhatsApp us.