Cancellation Policy

Last updated: 09 Febuary 2026

This Cancellation Policy explains how cancellations are handled on Outigo and applies to all users of the Outigo platforms.

1. Scope

This policy applies to:

• Customers using the Outigo Customer App

• Service Providers and Servicemen registered on Outigo

• All service categories offered through the platform

2. Customer Cancellations

2.1 Before a Service Is Accepted

• Customers may cancel a service request at no charge before it is accepted by a service provider.

2.2 After a Service Is Accepted

• Customers may cancel a booking after acceptance, subject to applicable cancellation fees.

• Fees may apply if:

  • The service provider has already travelled

  • Time or resources have been allocated

  • The cancellation occurs close to the scheduled service time

Any applicable fees will be clearly displayed in the app before confirmation.

3. Service Provider / Servicemen Cancellations

• Service providers and servicemen should cancel only when necessary.

• Repeated or last-minute cancellations may affect:

  • Platform access

  • Job visibility

  • Ratings or account standing

• Outigo reserves the right to suspend or deactivate accounts for excessive cancellations.

4. No-Shows

4.1 Customer No-Shows

If a customer is unavailable or unreachable at the scheduled service time:

• The booking may be marked as a no-show

• Cancellation or no-show fees may apply

4.2 Service Provider No-Shows

If a service provider fails to arrive or communicate:

• The booking may be cancelled without charge to the customer

• The provider’s account may be reviewed

5. Emergency and Exceptional Circumstances

Outigo may waive cancellation fees in cases such as:

• Medical emergencies

• Safety concerns

• Severe weather or unforeseen events

• Platform or technical issues

Supporting information may be requested.

6. Refunds

• Refunds, where applicable, will be processed through the original payment method.

• Processing times depend on third-party payment providers.

• Outigo does not control bank or payment processor delays.

7. Disputes

If a dispute arises related to a cancellation:

• Users should contact Outigo support promptly

• Outigo may review communication, timestamps, and activity logs

• Decisions are made fairly and at Outigo’s discretion

8. Policy Updates

Outigo may update this Cancellation Policy from time to time. Updates will be communicated through the app or website.

9. Contact Us

For cancellation-related questions or assistance:

Outigo Support
Email: support@outigo.co.za
Location: East London, Eastern Cape, South Africa