Effective date: September 9, 2025
Website: https://zawadibooking.com
Contact: info@zawadibooking.com
This Cancellation & Refund Policy (“Policy”) explains how cancellations and refunds are handled on Zawadi Booking (“Zawadi,” “we,” “us,” or “our”). It applies to all bookings made by Clients (people booking services) and all Vendors (businesses offering services) through zawadibooking.com (the “Services”). It also applies to vendor subscription payments made directly to Zawadi.
By using the Services, you agree to this Policy.
1) General Principles
- Zawadi is a Kenyan-registered booking marketplace. We facilitate bookings and connections but we are not the service provider.
- Payments for bookings made via Mpesa or at-store go directly to the vendor. Zawadi does not hold these funds and is not responsible for issuing refunds.
- Vendors pay subscription fees to Zawadi in order to access marketplace features. These subscription payments are managed by Zawadi.
- Clients who experience issues with bookings or services may file a complaint via our Dispute Center page.
2) Client Cancellations
- Clients must follow the vendor’s specific cancellation terms.
- Vendors may retain part or all of the fee depending on their cancellation policy.
- If a client does not attend without canceling, no refund is due.
- For pay-at-store bookings, clients owe the vendor the agreed fee even if they cancel late or do not show up.
3) Vendor Cancellations
- If a vendor cancels a confirmed booking, clients are entitled to a refund directly from the vendor (if prepaid via Mpesa) or relieved from obligation to pay at store.
- Vendors are expected to avoid cancellations and keep their availability updated. Repeated cancellations may result in suspension or removal from Zawadi.
4) Client Refund Process
- Mpesa payments: Refunds must be handled by the vendor since funds are received directly by them. Clients should request refunds from the vendor.
- Pay-at-store payments: Refunds (if applicable) are managed directly by the vendor.
- Zawadi does not issue refunds to clients under any circumstance.
5) Vendor Subscription Payments
- Vendors may choose between two subscription plans: Starter and Pro.
- Subscription fees are paid directly to Zawadi in order to access marketplace features.
- Subscription payments are non-refundable, except where required by Kenyan law.
- Vendors may cancel their subscription at any time, but access will continue only until the end of the paid billing cycle.
- Upgrades from Starter to Pro will take effect immediately, with fees adjusted accordingly.
- Failure to pay subscription fees may result in suspension or termination of the vendor’s account.
6) Disputes
- Clients who believe a service was not delivered as agreed may file a complaint via the Dispute Center within 48 hours after the scheduled appointment.
- Zawadi may review complaints and request supporting evidence.
- Zawadi may mediate disputes in good faith, but final responsibility for refunds rests with the vendor.
7) Non-Refundable Situations
Refunds are generally not available in the following situations:
- Client no-shows.
- Late cancellations beyond the vendor’s cancellation window.
- Dissatisfaction with service quality (this must be addressed directly with the vendor).
- Payments made directly to vendors outside the Zawadi platform.
- Vendor subscription payments, unless required by law.
8) Modifications
- Clients may request to reschedule bookings according to vendor availability and policies.
- Vendors are encouraged to accommodate rescheduling where possible.
9) Governing Law
This Policy is governed by the laws of Kenya. Any disputes are subject to the exclusive jurisdiction of Kenyan courts.
10) Contact
For questions about cancellations, refunds, or disputes, contact us at info@zawadibooking.com.
Quick Summary (Not a substitute for the full Policy)
- Zawadi does not handle refunds for client bookings; payments go directly to vendors.
- Clients must request refunds from vendors and follow their cancellation policies.
- Vendors who subscribe to Starter or Pro plans pay fees directly to Zawadi.
- Vendor subscription fees are non-refundable, except where required by law.
- Clients can file complaints about bookings via the Dispute Center within 48 hours of a missed or unsatisfactory service.