REFUND AND CANCELLATION POLICY

Last Updated: July 2026

At Ubukule, we are committed to providing a trusted platform that connects customers with qualified service providers, contractors, artisans, engineers, suppliers, and other professionals. We understand that circumstances may arise where cancellations, refunds, or rescheduling are necessary. This policy outlines the conditions under which bookings may be cancelled and refunds processed.

1. BOOKING CANCELLATIONS

Customer Cancellation Before Acceptance

Customers may cancel a booking free of charge at any time before the service provider accepts the booking request.

To cancel a booking:

• Open the Ubukule App or Website

• Navigate to the booking details

• Select “Cancel Booking”

Where an advance booking payment has been made, eligible amounts will be refunded to the user’s Ubukule Wallet.

Service Provider Unavailability

In the event that a service provider is unable to fulfil a booking due to unforeseen circumstances, the provider may decline the request or request a reschedule.

Customers may then choose to:

• Reschedule the appointment to a mutually convenient date and time; or

• Cancel the booking and receive a refund of any eligible advance payment.

No cancellation fees will be charged where the service provider is unable to fulfil the booking.

2. REFUND POLICY

Eligible Refunds

Refunds may be approved in the following circumstances:

• The booking is cancelled before the service provider accepts the request.

• The service provider declines the booking.

• The service provider fails to attend the scheduled appointment without reasonable notice.

• The booking cannot be fulfilled due to circumstances beyond the customer’s control.

• An advance payment was made for a service that was not delivered.

Approved refunds will be processed to the user’s Ubukule Wallet unless otherwise determined by Ubukule.

3. NON-REFUNDABLE CIRCUMSTANCES

The following situations are generally not eligible for a full refund:

• The customer cancels the booking after the service provider has accepted the request and incurred costs.

• The service has been delivered as agreed, but the customer is dissatisfied with the outcome without evidence of negligence or non-performance.

• Minor delays or inconveniences that do not materially affect service delivery.

• Changes requested by the customer after work has commenced.

• Additional work requested outside the originally agreed scope of service.

• Transportation fees already incurred by the service provider for site visits or assessments.

4. QUOTATIONS AND PROJECT WORKS

For services requiring site inspections and quotations:

• Transportation fees paid for site assessments are generally non-refundable once the provider has attended the site.

• Customers remain free to accept or reject quotations submitted by service providers.

• If a quotation is rejected, no further project payments will be required.

5. DISPUTE RESOLUTION

If a customer or service provider disagrees with a refund decision, either party may submit a dispute through Ubukule Customer Support.

Ubukule will review available evidence, including:

• Booking records

• Communication history

• Uploaded documents and photographs

• Service completion records

• Payment records

Ubukule’s decision following review shall be considered final unless otherwise required by applicable law.

6. IMPORTANT NOTES

• This Refund and Cancellation Policy applies to all bookings made through the Ubukule Website and Mobile Applications.

• Ubukule reserves the right to update or modify this policy at any time.

• The latest version of this policy will always be available on the Ubukule platform.

• By using the Ubukule platform, users agree to be bound by this Refund and Cancellation Policy.

7. CONTACT INFORMATION

For refund requests, disputes, or support inquiries, please contact:

Ubukule

Powered by Ultimate Ingenuity Zambia Limited

Email: info@ubukule.com

Phone: +260 775636922

Lusaka, Zambia

Thank you for choosing Ubukule.