Refund Policy

Version 1.0. Effective 26 May 2026.

This Refund Policy explains how cancellations, refunds, and disputes are handled on Ewaade. It supplements (and forms part of) our Terms of Service.

1. The marketplace model

Ewaade is a booking marketplace. When you book an appointment, place an order, or rent equipment, the contract for that service is between you and the independent business (the "Provider") that listed it. The Provider sets the price and the cancellation rules. Ewaade facilitates the booking and payment flow and provides the dispute-handling process described below.

2. Customer cancellations

2.1 Appointment bookings

Customers can cancel a booking online, free of charge, up to 2 hours before the scheduled start time, using the cancellation link in their confirmation email. After that deadline, cancellation requires the Provider's agreement and may not result in a refund.

Bookings in the following states cannot be cancelled online: cancelled, completed, expired, no_show.

2.2 Product orders

Product orders can be cancelled by the customer while the order is in hold or confirmed status and not yet fulfilled. After fulfillment (shipped or picked up), refund eligibility depends on the Provider's own return policy and applicable consumer protection law.

2.3 Rentals

Rentals can be cancelled online up to 24 hours before the rental start date. After that deadline, the Provider's cancellation policy applies.

3. How to request a cancellation or refund

1. Open the management link in your confirmation email (or use any subsequent transactional email — every booking, order, and rental has a unique self-service URL).
2. Click "Cancel" if cancellation is within the eligible window.
3. If the eligible window has passed, contact the Provider directly using the contact details on their public page.
4. If you cannot reach the Provider or you have an unresolved issue, contact Ewaade support at support@ewaade.com and we will assist with a dispute review.

4. Refund processing

Approved refunds are processed back to the original payment method via the original payment processor (Stripe or Paystack). Depending on the card issuer or bank, refunds typically appear within 5 to 10 business days. We have no control over the bank's settlement timeline.

Where the Provider has been paid out before a refund is approved, the refund amount may be deducted from the Provider's subsequent payouts. Platform fees may or may not be refundable depending on the circumstances; this is published in the Provider dashboard.

5. Provider obligations

Providers must:

• Describe their services, products, and rentals accurately and not mislead Customers.
• Honour confirmed bookings or offer reasonable alternatives if they cannot.
• Respond to refund requests promptly and in line with their own published cancellation rules.
• Comply with applicable consumer protection laws (including, for UK Customers, the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 where applicable).

6. Disputes

If a Customer and Provider cannot agree on a refund, either party can raise a dispute with Ewaade by emailing support@ewaade.com. We will review the booking record, communications between the parties, and any evidence supplied (photos, screenshots, etc.) and reach a reasonable decision.

Where the dispute concerns the quality of a service performed, we facilitate communication but the final responsibility lies with the Provider. We will not refund a Customer where the booking was honoured in line with what was advertised.

7. Chargebacks

If a Customer initiates a chargeback with their bank or card issuer instead of (or after) contacting us, we will respond to the payment processor's dispute process. We reserve the right to pass on chargeback fees to the Provider where the chargeback is found to be the Provider's responsibility, and we reserve the right to suspend any account with an unusually high chargeback rate.

8. No-shows and late arrivals

A Customer who fails to attend a confirmed booking ("no-show") is generally not entitled to a refund unless the Provider's policy says otherwise. Providers may charge a no-show fee where one was clearly disclosed at booking time.

Where a Provider fails to deliver a confirmed service through no fault of the Customer (and not due to force majeure), the Customer is entitled to a full refund through this process.

9. Force majeure

Neither party is liable for failure to perform due to events beyond reasonable control (natural disasters, illness, government action, utility failures, etc.). In such cases we encourage both parties to reschedule. Where rescheduling is impossible, refunds will be considered on a case-by-case basis.

10. Contact

Refund queries and dispute submissions: support@ewaade.com.