Refund and Cancellation Policy

Refund and Cancellation Policy

Refund & Cancellation Policy

Last updated: 13 October 2026

This policy explains how cancellations and refunds work for services requested and paid for through AfiaỌru. It should be read together with our Terms of Service.

Who this policy covers

AfiaỌru connects customers with independent service providers. Each service is agreed between the customer and the provider. This policy sets out how AfiaỌru handles cancellation requests and refund requests made through the marketplace.

Before a request is accepted

A service request is an offer to a provider. A customer may cancel or withdraw a request that the provider has not yet accepted. If a payment was made for a request that is not accepted, the payment will be returned.

After a request is accepted

Once a provider has accepted a request, the booking is made. Changes or cancellations after acceptance should first be discussed with the other party through the request messages. Where a booking is cancelled, AfiaỌru will look at the status of the booking, any payment made and any work already done before deciding on a refund.

When a refund may be given

A refund may be considered where, for example:

  • the service was not delivered;
  • the service delivered was materially different from what was agreed;
  • a booking was cancelled by the provider before the agreed work took place;
  • a payment was made in error or more than once.

Each refund request is reviewed on its own facts. We may ask both parties for information, messages, photos or other evidence to help us decide.

How to request a refund or cancellation

  • Open the request in your account, under My service requests, and send a message about the cancellation or refund.
  • If you cannot resolve it with the other party, email us at info@afiaoru.com. Please include your request reference number, your name, and a short description of what happened.

How refunds are paid

Approved refunds are returned using the original payment method where this is possible. The time a refund takes to reach your account depends on the payment method and your bank or payment provider.

Fees

Any cancellation or processing fee that applies will be shown before you confirm a cancellation or payment. Fees will be published in more detail on this page in an update.

Timeframes and details still to be confirmed

The exact refund windows, cancellation deadlines and processing times will be published on this page in an update. Until then, please contact us about your specific situation at the details below.

Changes to this policy

We may update this policy as AfiaỌru develops. The updated version will be published on this page with a new “Last updated” date.

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