Cancellation & Refund Policy

Plans change, and we would rather you tell us than wait. This policy explains what happens when you cancel a clean, when your Agent cancels, and how money is refunded. It applies to every booking made in the Zizi's app.

1. The short version

• Cancel free of charge until an Agent accepts your job, and at any time up to 24 hours before your start time.
• Cancel inside 24 hours and 50% of the total goes to the Agent who held the slot, with the rest refunded to you.
• Once your start time has passed, or your Agent has arrived and cannot get in, the full amount is charged.

For a multi-day package, the total above is the whole package total, and the 24 hour window runs from the start time on the first day.

2. How to cancel

Open My bookings, choose the booking and tap Cancel booking. The app shows you exactly what the cancellation costs before you confirm, and records the outcome on the booking. If something has already gone wrong on the day, such as no Agent arriving, message our team instead so we can put it right.

3. What a cancellation costs

Example, on a R600 clean cancelled three days ahead: R600 refunded. Cancelled five hours ahead: R300 to the Agent, R300 refunded. Agent standing at a locked door: R600 charged, nothing refunded.

4. Refunds

Refunds are paid back by EFT to the same account you paid from. We process them within 5 working days of the cancellation, and our finance team records the reason for every refund. If you have not paid yet, there is nothing to refund and only the cancellation fee, if any, stays payable. If you paid in the app and a full refund applies, the booking shows it as refunded.

5. Moving a booking instead

A different day often solves more than a cancellation. Up to 24 hours before the start time you can move a booking to another date at no cost, subject to an Agent being available. Inside 24 hours we will still ask your Agent, and many say yes. If she cannot make the new date, the late cancellation rule in section 3 applies.

6. If your Agent cancels

Agents are asked to give at least 24 hours' notice. If your Agent cancels, we try to send another verified Agent for the same slot, and if we cannot, you are refunded in full with no fee. Cancellations are recorded on the job, and repeated late cancellations are reviewed by our team, who may remove an Agent from the platform.

7. If your Agent is late or does not arrive

If your Agent has not arrived within 30 minutes of the start time and has not been in touch, cancel the booking in the app and choose Agent did not arrive, or message our team. You are not charged, you are refunded in full, and we will help you rebook.

8. Work that is not up to standard

Report the problem from My bookings within 24 hours, with photos, before leaving a rating. Your report puts a hold on the Agent's payout while Zizi's looks into it. We aim to resolve it within 3 working days, and the outcome may be a partial or full refund, a redo clean with another Agent, or release of payment to the Agent.

9. If Zizi's has to cancel

Occasionally we cannot cover a booking, for example when no vetted Agent is free, or when a disclosed hazard makes the job unsafe. We will tell you as early as we can, refund you in full with no cancellation fee, and help you find another slot.

10. Your rights in South African law

Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act. You may cancel a booking, you are entitled to a service of good quality, and where we charge a cancellation fee it is the reasonable, pre-disclosed fee set out above. Where the law gives you a better outcome than this policy, the law applies.

11. Work arranged outside the app

Cancellation and refund protection applies only to jobs booked and paid through the Zizi's app. Work arranged directly with an Agent is not covered, and we cannot refund or investigate it.

12. Questions and complaints

Reach our team at bookziziclean@gmail.com or on WhatsApp 071 180 4032, or in writing at Zizi Ventures (Pty) Ltd, Potchefstroom, North West, South Africa. This policy forms part of our Terms of Service and should be read with our Privacy Policy.