Refund policy

Refunds

• No artisan took the job. Full refund, call-out included, automatically.
• You cancelled before the artisan set off. Full refund.
• The artisan cannot come. We ask other artisans, or ask you to pick one, with your money still held. Until a new artisan sets off you can cancel for free, and if nobody takes it by its close time, it all comes back.
• You cancelled while they were on the way. A trip fee for the part of the way they came, less if they were late, nothing if they were very late. The app shows the amount before you confirm. Everything else refunded.
• You cancelled a quote service after they arrived. The call-out is kept for the trip, everything else refunded.
• A fixed-price service, once they arrived. It cannot be cancelled. Report a problem on the booking, and a person at Duam decides.
• The work has started. It cannot be cancelled. Report a problem on the booking, and a person at Duam decides. If the job cannot be finished, you can also say so there and agree what comes back.
• The work was not done, or not done properly. Report it in the app within 48 hours. See “If a job goes wrong” in the terms.
• Materials money held for a purchase that is not made before the deadline returns to you automatically.

Refunds go straight back to your Duam balance, and you can spend them on your next booking. A Duam balance cannot be withdrawn to a bank. Money refunded to you from a booking can be sent back to the card or bank account you paid with: tap Send it back on Wallet. It goes back to the card top-ups and bank transfers you made in the last year, the newest first, never more than each one was. The smallest amount is ₦1,000. Banks can take up to 10 working days to show it, and one that does not go through comes back to your balance.

Top-ups and promotions stay in your Duam balance to spend. Refunded money your payments cannot take back, because they are older than a year or were made another way, stays in your balance too.