FixMyNeed Cancellation, Refund & Dispute Policy

A customer may cancel a job before the provider has started the job or commenced the service.

Once a provider has commenced work, cancellation and any applicable refund will be handled through the FixMyNeed resolution process based on the circumstances of the transaction.

Where a cancellation qualifies for a refund, the applicable amount will be processed through the payment system used for the transaction.

Customer payments are processed through FixMyNeed's payment infrastructure.

Funds associated with a job may remain protected pending fulfilment of the applicable job or supply requirements.

Once the job has been completed and the customer confirms completion, the applicable provider amount is automatically released, subject to FixMyNeed's platform criteria.

FixMyNeed's applicable platform commission is deducted according to the transaction terms.

If a customer believes that a service or supplied product was not completed, was materially different from what was agreed, or was not completed properly, the customer may raise a dispute through FixMyNeed.

The applicable dispute window is displayed or communicated for the transaction and may range from 6 to 24 hours after completion or delivery, depending on the type of transaction.

Customers should provide relevant information, photographs, messages, receipts, or other evidence that may assist with the resolution.

When a dispute is raised, FixMyNeed may review:

• The original request or order.
• The agreed scope of work or product.
• Communications between the parties.
• Completion or delivery information.
• Evidence submitted by the customer and provider.
• Payment and transaction records.
• Any other information reasonably required to determine the matter.

Depending on the circumstances, FixMyNeed may determine that:

• The transaction should proceed and the provider should be paid.
• The provider should correct or complete the work.
• A partial refund should be issued.
• A full refund should be issued.
• The transaction should be cancelled or otherwise resolved.

A customer may qualify for a full or partial refund where, following review, the applicable service or product was not delivered, was materially defective or incomplete, or otherwise did not meet the agreed requirements.

Refund decisions are made based on the circumstances and evidence available for the transaction.

Where a refund is approved, FixMyNeed will process the refund through the applicable payment process.

Customers must not use the dispute or refund process fraudulently or to avoid paying for work that was properly completed.

Providers are given an opportunity to provide evidence and respond to disputes before a final resolution is made where appropriate.

Both customers and providers are expected to participate honestly and in good faith in the resolution process.

FixMyNeed may take appropriate action against users who deliberately submit false claims, manipulate evidence, abuse the dispute system, or engage in fraudulent behaviour.

Customers and providers may submit complaints or requests for assistance through FixMyNeed's designated support and resolution channels at admin@fixmyneed.ng.

FixMyNeed aims to provide an accessible and fair process for resolving transaction-related complaints.