This Refund Policy outlines how refunds are assessed, processed, and issued for services booked through Hudumia, an on-demand services marketplace operated by Hudumia On Demand Limited (“Hudumia,” “we,” “our”).
By using Hudumia, you agree to the terms of this Refund Policy.
Hudumia aims to ensure:
Fair treatment of both Customers and Service Providers
Transparent refund conditions
Efficient and timely refund processing
Refund decisions consider:
Stage of the service
Service Provider effort, travel, and costs
Validity of customer claims
Evidence and communication history
Hudumia reserves the right to approve or reject refund requests based on investigation outcomes.
You may receive a 100% refund if any of the following occur:
Provider fails to arrive at the agreed time
Provider does not communicate delays
Provider cancels without valid reason
No Service Provider was assigned
Booking expires or times out
Service Provider rejects or cancels before service begins
Cancellation occurs before the provider starts travelling
Cancellation is done before provider accepts the job
Lacks tools or skill required
Cannot complete the job
Abandons the job midway
Refund may be granted if supported by evidence:
Work delivered is grossly substandard
Work is incomplete
Service provided is different from what was booked
Safety, fraud, or misconduct concerns are confirmed
If verified by Hudumia and/or our payment partners.
A partial refund may be issued when:
Part of the fee may be retained to compensate for:
Time spent
Distance travelled
Transport costs
Hudumia will:
Review the progress
Assess the provider’s effort
Deduct fair labour value before issuing a refund
A cancellation within 30 minutes of the scheduled time may attract partial deductions.
If the provider purchased materials specifically for your job, those costs may be deducted.
Refunds may be denied if:
Once a service is fully delivered and customer accepts it, refunds are generally not applicable.
Including:
Wrong address
Wrong service description
Inadequate details that affect delivery
If the provider arrives and the customer:
Is unreachable
Does not open the door
Delays access
A no-show fee may apply.
Such as:
False complaints
Attempts to avoid payment
Repeated refund attempts on valid service
Hudumia may offer rework before granting a refund.
Refusing rework may void refund eligibility unless there are safety concerns or service provider faults.
Refunds are processed after investigation, usually within:
Mobile Money (M-Pesa, Airtel Money, MTN, etc.): Instant to 72 hours
Debit/Credit Card: 3–14 working days (depends on bank)
Bank Transfers: 3–7 working days
Hudumia Wallet: Instant credit
Hudumia is not liable for processing delays caused by banks or mobile money operators.
Refunds will be issued through the original payment method, unless:
The method cannot receive funds
Local regulations require otherwise
Customer chooses wallet refund
No cash refunds are issued.
Hudumia may request:
Photos or videos
Screenshots of chat or call logs
Job description
Comments and ratings
Statements from both customer and provider
Failure to provide evidence may affect eligibility.
If a provider bought items specifically for your job:
Hudumia may deduct the cost from the refund
Receipts may be required
Refund value will be calculated based on:
Work completed
Provider effort
Resources used
Refunds follow the terms of the specific package purchased.
Hudumia monitors patterns such as:
Excessive refund requests
False claims
Attempts to avoid payment
Harassment of providers
Hudumia reserves the right to:
Reject refund requests
Suspend or ban accounts
Report fraudulent activity to authorities
Hudumia may update this policy periodically.
Customers and Service Providers will be notified through:
Email,
App notifications, or
Website announcement.
Continued use of the platform implies acceptance of the updated policy.
For refund inquiries or disputes:
Hudumia On Demand Limited
Email: [email protected]
