This Cancellation and Refund Policy explains how cancellations, changes, and refunds are handled for services booked through Hudumia, an on-demand services marketplace operated by Hudumia On Demand Limited.
By requesting or offering services through Hudumia, Customers and Service Providers agree to the terms of this policy.
Customers may cancel a booking, but cancellation fees may apply depending on the timing and nature of the service.
A customer may cancel for free if:
The Service Provider has not yet accepted the booking, OR
The Service Provider has accepted but has not started travelling to the service location, OR
The Service Provider is late by more than 15 minutes past the scheduled time without prior communication.
A cancellation fee is charged when:
The Service Provider has already started travelling to the customer, OR
The booking is cancelled less than 30 minutes before the scheduled start time, OR
The customer repeatedly cancels accepted bookings (pattern of misuse).
Hudumia may apply a cancellation fee based on:
Service category (e.g., basic cleaning vs. specialized repair),
Distance travelled by the Service Provider,
Time spent preparing for the service.
Fees will be displayed to customers within the app before confirming cancellation.
A Service Provider may cancel a booking only for valid reasons, including:
Illness or emergency
Unavailability due to unforeseen circumstances
Safety concerns at the service location
Incorrect or misleading job details
Hudumia may impose penalties such as:
Temporary suspension
Lower visibility or ranking
Reduced access to high-value jobs
Deductions or fines (if applicable in the region)
Repeated unjustified cancellations may lead to account deactivation.
A customer is considered a No-Show if:
The Service Provider arrives and waits 15 minutes without response, OR
The customer is unreachable through phone or app messaging.
In such cases:
The service may be cancelled, AND
A No-Show fee may be charged
The Service Provider may receive a partial compensation
A provider is considered a No-Show if:
They fail to arrive at the agreed time, AND
Fail to communicate or reschedule within a reasonable timeframe.
In such cases:
Customer will receive full refund (if prepaid)
Provider may face penalties or account actions
Refunds apply only to prepaid bookings and may vary depending on service stage:
A full refund is issued if:
The Service Provider cancels the job,
No provider was assigned,
Hudumia is unable to fulfil the request,
A customer cancels before provider acceptance or before travel starts,
Service Provider is a no-show.
A partial refund applies when:
Cancellation occurs after provider travel has begun,
Provider incurs costs (materials, transport, prep time),
Customer cancels within the last 30 minutes before service.
Hudumia will fairly assess each case.
No refund is available if:
A service was completed fully and the customer is dissatisfied without valid grounds (e.g., misuse, unrealistic expectations),
Customer provided incorrect or misleading instructions,
Customer misused or abused the service,
Customer refuses access for reasons unrelated to the provider.
Hudumia may intervene to resolve disputes on a case-by-case basis.
Disputes must be reported within 24–48 hours after service completion.
Hudumia will investigate and may request:
Photos
Screenshots
Messages exchanged
Service details
Provider statements
Outcomes may include:
Rework at no extra cost
Partial refund
Full refund
No compensation (if claim is invalid)
Hudumia’s decision will be final.
Refunds will be:
Processed via the same payment method used,
Credited to the Hudumia Wallet, OR
Returned to mobile money/bank/card service, depending on region.
Processing time:
Mobile Money: Instant to 72 hours
Card Payments: 3–14 working days
Bank Transfers: 3–7 working days
Wallet Refunds: Instant
Hudumia is not responsible for delays caused by financial institutions.
Hudumia monitors patterns of misuse such as:
Excessive cancellations
False complaints
Attempting to avoid payment
Harassment of providers
Hudumia reserves the right to:
Refuse refunds,
Ban or restrict accounts,
Take legal action for fraudulent behavior.
Hudumia may update this Cancellation & Refund Policy periodically.
Updates will be communicated through:
Email notifications,
App alerts,
Website announcements.
Continued use of the platform implies acceptance of the updated policy.
For cancellation inquiries or refund support:
Hudumia On Demand Limited
Email: [email protected]
