At Hudumia, we strive to provide reliable and professional service experiences for both customers and service providers (taskers). This Cancellation & Refund Policy outlines how cancellations are handled and when refunds may be issued in accordance with Kenyan laws, including the Consumer Protection Act, 2012.
Customers may cancel a booking directly through the Hudumia platform prior to the service start time. The following rules apply:
Customers may cancel up to 2 hours before the scheduled service time without penalty.
Cancellations made within 2 hours of the scheduled time may incur a late cancellation fee of up to 25% of the service fee, which may be paid to the service provider for lost time.
If the customer is unavailable at the agreed location and time, and the tasker has made reasonable efforts to contact them, the booking will be marked as a no-show and may be non-refundable.
Service providers (taskers) are expected to fulfill all accepted bookings professionally. However:
If a tasker cancels a confirmed job, they must notify the customer immediately through the platform.
Repeated cancellations or no-shows by taskers may lead to account suspension or removal from the Hudumia platform.
Hudumia may attempt to reassign the task to another available provider.
Refunds may be issued under the following conditions:
Full refund issued if the tasker fails to appear and no replacement is found.
If the task was not performed or was incomplete due to the fault of the tasker, a partial or full refund may be granted after investigation.
If the customer is dissatisfied with the service, they must report the issue within 24 hours. Hudumia will investigate and may issue a partial or full refund depending on findings.
Refunds will not be issued where service was rendered as agreed, or where cancellation falls outside the allowable policy, unless otherwise determined at Hudumia’s discretion.
Disputes related to cancellations or refunds must be raised within 48 hours after the scheduled service time. Our support team will review each case fairly, and decisions will be made based on:
Evidence provided by both parties
Communication history on the platform
Applicable laws under the Consumer Protection Act, 2012
In cases of emergencies, illness, or safety concerns, Hudumia may waive cancellation fees or penalties on a case-by-case basis, provided that proper documentation or proof is provided.
For questions, cancellations, or refund requests, please contact:
Hudumia On Demand Limited
Email: [email protected]
Phone: 254718001007
Operating Hours: 9am - 5pm
