Last updated: 09-Febuary 2026
This Refund Policy explains how refunds are handled on Outigo and applies to all users of the Outigo platforms.
This policy applies to:
Customers using the Outigo Customer App
Payments made for services booked through Outigo
All service categories available on the platform
Refunds are subject to this Refund Policy, the Cancellation Policy, and the Terms and Conditions.
Outigo facilitates payments between customers and service providers.
Refunds are not automatic and are assessed based on the circumstances of each case.
Approved refunds are processed through the original payment method.
Outigo does not issue cash refunds.
A refund may be approved in the following situations:
If a service provider or serviceman cancels after accepting a booking
If a service provider fails to arrive or complete the service without valid reason
If the booked service was not delivered at all
If the service was materially different from what was agreed and could not be reasonably completed
If a customer was charged more than once for the same booking
If an incorrect amount was charged due to a system error
If a confirmed booking could not be fulfilled due to a verified Outigo system issue
Refunds will generally not be issued in cases including, but not limited to:
Customer cancellations after service completion
Dissatisfaction based on preference rather than service failure
Delays caused by factors outside the service provider’s control
Customer no-shows or unavailability
Work completed according to the agreed scope
Partial refunds may be issued where a service was partially completed.
The refund amount will be determined based on the completed work and agreed pricing.
Outigo reserves the right to determine reasonable partial refund amounts.
To request a refund, customers must:
Contact Outigo support within a reasonable time after the service date
Provide relevant booking details and explanation
Cooperate with any investigation or verification process
Outigo may review:
Booking records
Communication history
Provider logs
Time and location data (where applicable)
Approved refunds are processed promptly once approved.
Processing times depend on banks and payment providers and may take several business days.
Outigo is not responsible for delays caused by third-party payment processors.
Customers are encouraged to contact Outigo before initiating a chargeback.
Unauthorised or abusive chargebacks may result in account review or suspension.
Outigo may dispute chargebacks where services were provided as agreed.
Outigo reserves the right to:
Refuse refunds in cases of suspected abuse or fraud
Limit refund eligibility for repeated or unreasonable requests
Take action against accounts violating platform policies
Outigo may update this Refund Policy from time to time. Continued use of the platform constitutes acceptance of the updated policy.
For refund-related enquiries:
Outigo Support
Email: support@outigo.co.za
Location: East London, Eastern Cape, South Africa
