Cancel Policy

Dutibook Standard Cancellation and Refund Policy

At Dutibook, we want every customer to be happy with their booking and every service provider to deliver quality service. This policy outlines the guidelines for cancellations, rescheduling, refunds, and handling service issues.

1. Satisfaction Guarantee

  • If you are not completely satisfied with the service provided, please report it within 24 hours of service completion.

  • For short-term services such as cleaning, gardening, cooking, hairdressing, tailoring, and similar, issues must be reported immediately after the service is completed.

  • Do not provide the OTP if you are unsatisfied. Sharing the OTP indicates your approval of the service.

  • For long-term services (e.g., mechanical work, roof repairs), if issues appear later, Dutibook will investigate and assist according to this policy.

  • Dutibook may, at its discretion, restrict the use of wallet credits for certain services.

Note: This policy is part of the Dutibook Terms and Conditions. Terms defined there apply here unless stated otherwise. Your statutory rights remain unaffected.

2. Cancelling Services

2.1 Unwanted Services

  • You may cancel the service provider at the gate, but the call-out fee is non-refundable.

2.2 Changed Your Mind?

  • If you simply change your mind, you may cancel the booking, but no refund will be issued.

  • You may reschedule the service if it is before the provider is en route to your location.

2.3 Not What You Wanted

  • If the service does not meet your expectations, do not provide the OTP.

  • Always inspect the work before completion to ensure satisfaction.

3. Faults and Damages

Issues will be investigated thoroughly. Refunds or corrections will not cover:

  • Faults from normal wear and tear

  • Damage due to negligence after the service is completed

  • Damage from electrical surges, sea air, or corrosion

  • Damage due to improper care after service

  • Unauthorized alterations to the product

4. Booking a New Service or Refund

If service issues arise, you have the following options, coordinated through Dutibook Support:

  1. Same service provider returns to fix the issue

  2. Book a new service

  3. Wallet refund

5. Charges and Refunds

  • If a service recall does not comply with this policy, you may be responsible for reimbursing Dutibook for administration and transportation costs.

  • If service is refused under this policy and cannot be rescheduled within 25 days due to your unavailability or refusal, the service will be considered abandoned.

  • Refunds are issued to the original payment method (credit card, Instant EFT, Nedbank Personal Loan, etc.).

  • If a return or cancellation is requested within 35 days of booking and approved, a refund will be processed according to the Refund Policy.

Important: Always verify the service before sharing the OTP and report any issues promptly to ensure resolution under this policy.