Returns & Refunds Policy

Because Spothentic is a marketplace for booking local service professionals (such as plumbers, electricians, and mechanics) and not physical products, standard retail returns do not apply. You cannot "return" a service once it has been completed.

Instead, we operate a secure Escrow & Refund System. When you book a service, your payment is held safely in escrow. The Provider is only paid once you confirm that the service has been completed to your satisfaction. This policy governs how bookings are cancelled, when refunds are issued from escrow, and how disputes are handled.

Either the Customer or the Provider may cancel a booking. Refund outcomes depend on when the cancellation occurs:

• Cancellation by Customer (More than 2 hours before): If a Customer cancels a booking more than 2 hours before the scheduled service time, they receive a 100% refund of the escrowed amount back to their Spothentic wallet.
• Late Cancellation by Customer (Less than 2 hours before): If cancelled within 2 hours of the scheduled time or after the Provider has started travel (notified in-app), a flat travel compensation fee may be deducted and paid to the Provider for their travel time. The remainder of the escrowed funds will be returned to the Customer.
• Cancellation by Provider: If a Provider cancels the booking at any time, the Customer receives a 100% refund of all escrowed funds immediately, and the Provider's reliability rating may be adjusted.

Escrowed funds can be refunded to the Customer if the booked service meets any of the following conditions:

• Incomplete Job: The Provider arrived but failed to complete the scope of work outlined in the agreed booking.
• No-Show: The Provider failed to arrive at the agreed location within 1 hour of the scheduled time without notifying the customer.
• Severe Negligence: The Provider caused damage to the property or completed the work in a manner that violated safety regulations or standard professional practices.

Note: Once a Customer confirms the job as "Completed" in the app and the escrow is released, the funds are instantly transferred to the Provider. Once released, Spothentic cannot claw back funds or issue a direct refund. Always inspect the completed work thoroughly before hitting "Complete".

If a Provider was commissioned to source physical parts or materials (e.g., copper pipes, wires, car parts) and some parts go unused, the following rules apply:

• Materials Sourced by Customer: The customer retains all unused parts. They must handle any store returns or refunds directly with the vendor from whom they purchased the materials.
• Materials Sourced by Provider: If the Provider bought materials using escrow-allocated funds and they were not used, the Provider must return the unused materials to the store (if the store permits refunds) and refund the corresponding value to the Customer's escrow/wallet, or hand the unused parts directly over to the Customer.

If a Customer is unhappy with the service and the Provider refuses to rectify it, or if the Provider claims the job is done but the Customer disagrees:

• File a Dispute: Either party can tap "File a Dispute" in the booking details screen before the escrow is released. This halts any automatic release of funds.
• Investigation: The Spothentic Dispute Resolution team will review the chat logs, project description, uploaded photos, and receipts. We may contact both parties for additional statements or proof.
• Resolution: Within 5 business days, Spothentic will issue a binding decision. The disputed escrow funds will be disbursed (either 100% to the customer, 100% to the provider, or split proportionally based on the percentage of work completed satisfactorily).

To request a refund for an active booking:

1. Open the Spothentic app and navigate to your bookings.
2. Select the relevant active booking.
3. Tap Cancel Booking (if before/during service) or File a Dispute / Hold Escrow (if work is completed but unsatisfactory).
4. Follow the prompts to detail the reason and submit supporting photos.

Approved refunds are credited to your Spothentic wallet immediately and can be withdrawn to your Nigerian bank account or used for future bookings. Bank withdrawal processing times are typically 1–2 business days.