Refund, Cancellation & Dispute Policy

This policy explains how cancellations, refunds, chargebacks, and disputes are handled on the GetJabb platform. It applies to all users and workers. It is incorporated into the GetJabb Terms of Service and the Worker / Service Provider Agreement.

Nothing in this policy excludes or limits any right you have under Nigerian consumer protection law that cannot lawfully be excluded.

It is intended to align with the Federal Competition and Consumer Protection Act 2018 ("FCCPA"), the CBN Consumer Protection Framework, and the CBN e-Payment Dispute Resolution guidelines. You may wish to obtain independent advice on your rights.

How GetJabb processes task payments

• GetJabb does not operate a wallet or stored-balance account.
• Customers are charged for a specific task when selecting or booking a worker/provider and completing Paystack checkout.
• Payments are processed by Paystack.
• Eligible task payments are split through Paystack Split Payments / Transaction Splits.
• The worker/provider share is routed to the worker/provider Paystack subaccount according to Paystack's settlement process.
• GetJabb receives only its platform commission through the split.
• GetJabb does not hold provider funds for later payout and does not operate internal escrow.

Refunds, cancellations, non-delivery complaints, and disputes are handled according to this policy and Paystack-supported payment, refund, and dispute processes.

When is the customer charged?

The customer is charged when they select/book a worker/provider for a specific task and complete Paystack checkout, before the task is carried out.

Complaints, non-delivery, and disputes

Users can report non-delivery, no-show, incomplete work, or service issues through GetJabb support/dispute channels. GetJabb reviews the case, may request evidence from both parties, and will determine an appropriate platform outcome under this policy. Any refund or payment adjustment is handled through Paystack-supported processes where applicable.

The detailed dispute process (timelines, evidence, appeals, and chargebacks) is in section 4 below.

Task confirmation and dispute process (overview)

At a high level:

• When you select a provider for a task, you pay upfront through Paystack. Payments are processed using Paystack Split Payments and provider subaccounts. GetJabb does not operate wallet balances, stored balances, or hold customer or provider funds as a custodian.
• Your payment is split at checkout between GetJabb (platform commission) and the selected provider's Paystack subaccount, in line with these rules and the Terms of Service.
• The worker marks the task complete in the app when they believe the work is done.
• The requester may then confirm completion in the app, or may open a dispute if there is an issue with the work.
• GetJabb provides a task confirmation and dispute process. While a dispute is under review, GetJabb reviews the task based on evidence, messages, and completion status. Refunds or other resolution may be handled where applicable under Paystack-supported payment processes; there is no guarantee of a full or automatic refund in every situation.
• We may review task records, in-app messages, timestamps, uploaded evidence, and other information available to us when deciding cancellations and disputes.

1. Definitions

• Task stage has the meaning given in the Terms of Service section 5.3 (Posted → Accepted → En route → On site → In progress → Completed → Platform closed).
• Platform closed means the task is complete in GetJabb's platform records. It does not mean GetJabb is holding or releasing funds.
• Dispute window means the period in section 4.1 below during which a user may raise a dispute about a task.
• Service fee means the fee GetJabb charges for use of the platform.
• Processing fee means the fee charged by the payment service provider (e.g. Paystack).

2. Cancellations

2.1 User cancellation — by task stage

Exact percentages, surcharges, and amounts are shown in-app before you confirm a cancellation. GetJabb may change them on at least 30 days' notice (or shorter for urgent regulatory or fraud reasons).

2.2 Worker cancellation

A worker may cancel a task before the user is materially relying on performance (for example, before "On site"), but repeated cancellations have consequences (warnings, reduced visibility, temporary suspension, permanent removal) under the Worker / Service Provider Agreement.

If a worker cancels after "On site" without an agreed safety, legal, or user-fault reason, the user is entitled to a full refund of the service price and GetJabb may compensate the user from the worker's earnings on the next eligible task.

2.3 No-show

If the worker fails to arrive within the grace period shown in-app for the agreed arrival window and does not respond to in-app contact attempts, the task is treated as cancelled by the worker under section 2.2 and the user receives a full refund of the service price in line with this policy.

If the user is not present and reachable within the grace period shown in-app after the worker's arrival, GetJabb may treat the task as cancelled by the user under section 2.1 (On site).

3. Refunds

3.1 What may be refunded

• Refundable: service price for cancelled, abandoned, or materially incomplete tasks (subject to section 2).
• Generally non-refundable: third-party payment processing fees, government taxes already remitted, and GetJabb service fees where the platform has been used as intended.
• Discretionary refunds of service fees may be granted in exceptional cases (for example, systemic platform failure or fraud against the user).

3.2 Refund timelines

We aim to issue approved refunds within the timelines below. Actual receipt depends on your bank and card scheme. These align with the CBN e-Payment Dispute Resolution framework.

If a refund exceeds these targets you may contact support@getjabb.com so we can escalate with the payment provider.

3.3 Refund method

Refunds are made to the original payment method where possible. Where this is not possible we may offer bank transfer to a verified account in your name, subject to Paystack and payment-provider rules.

4. Disputes

4.1 Dispute window

A user may raise a dispute about a task within 7 days of the scheduled completion time or actual completion (whichever is later). Disputes raised after this window will only be considered in exceptional circumstances (for example, hidden defects or fraud) and at our discretion.

4.2 How to raise a dispute

In-app: open the task → "Report a problem". By email: support@getjabb.com with the task ID.

You should include:

• a description of what went wrong;
• the outcome you want (refund, redo, credit);
• any supporting evidence (photos, chat screenshots, receipts).

4.3 What we do

When a dispute is raised we may:

• review the disputed task and payment records under Paystack and payment-provider rules;
• contact both parties for evidence and explanation;
• review chats, timestamps, location signals where available, uploaded media, payment records, and completion signals;
• consult external information (for example, police reports or repair quotes) where appropriate;
• decide one of: full refund, partial refund, no refund, redo at no extra cost, credit, or a split decision.

We aim to acknowledge a dispute within 2 business days and to issue a first decision within 14 business days. Complex matters may take longer; we will tell you why and give an updated timeline.

4.4 Decisions

We will give you our decision in writing (in-app message or email) with the reasons. Our decision is final for the purpose of determining platform support actions and initiating refunds or other resolution where applicable under payment-provider rules, subject to applicable Nigerian consumer protection law, your right of appeal under section 4.5, and your right to escalate per sections 6 and 7.

4.5 Appeals

If you disagree with our decision you may appeal once within 7 days of receiving it, by replying with new evidence or a clear explanation of why the decision is wrong. Appeals are reviewed by a different member of our team. The appeal decision is communicated in writing with reasons.

5. Chargebacks

5.1 Talk to us first

If you are unhappy with a payment, please raise a dispute with GetJabb first (section 4). We can resolve most issues faster than card networks.

5.2 What we do when a chargeback is filed

We will:

• gather evidence (chats, location signals where available, completion signals, photos, identity confirmation) and submit it to the card scheme;
• coordinate with Paystack and payment-provider processes regarding the disputed transaction;
• comply with all applicable CBN, Visa, Mastercard, and Verve rules.

5.3 Unauthorised or abusive chargebacks

Where a chargeback is, in our reasonable view, abusive (for example, the user received the service, retained the benefit, and chose chargeback instead of dispute), we may:

• restrict your account or limit payment methods;
• pursue recovery of the amount, related fees, and reasonable collection costs;
• report repeated abusive activity to the payment networks, CBN, EFCC, and/or NPF.

5.4 Clawback from workers

If a chargeback succeeds after a worker has received a provider share through Paystack settlement, we may recover the amount from that worker by deducting from future provider shares, by direct debit if authorised, or by other lawful means, per the Worker / Service Provider Agreement.

6. Escalation outside GetJabb

If your dispute is not resolved through our internal process and your appeal, you may mediate under the Arbitration and Mediation Act 2023, including through the Lagos Multi-Door Courthouse or another mutually agreed centre; arbitrate under the dispute resolution clause in the Terms of Service (users) or the Worker / Service Provider Agreement (workers); or file a regulator complaint, including:

• Federal Competition and Consumer Protection Commission (FCCPC) — www.fccpc.gov.ng / contact@fccpc.gov.ng;
• Central Bank of Nigeria (CBN) Consumer Protection Department — cpd@cbn.gov.ng;
• Nigeria Data Protection Commission (NDPC) — info@ndpc.gov.ng;
• your payment service provider — for chargeback escalation.

You can also pursue court action subject to the arbitration clause and the court carve-outs in our Terms.

7. Safety, fraud, and AML investigations

Independent of any dispute, we may pause platform transactions, restrict accounts, request enhanced due diligence, suspend accounts, file Suspicious Transaction Reports with the NFIU, and cooperate with the EFCC, NPF, CBN, and other authorities where we reasonably believe that fraud, money laundering, sanctions issues, or safety risks exist. We may also coordinate with Paystack and payment providers on payment-related actions where applicable. Disputes intersecting with these issues may be paused while we investigate.

8. Fraudulent claims and dispute abuse

Users or workers who knowingly submit false evidence, manufactured incidents, repeated bad-faith disputes, or abusive chargebacks may face:

• denial of refund;
• account suspension or permanent closure;
• payout freezes and clawbacks;
• recovery of fees and reasonable costs;
• reporting to authorities (EFCC, NPF) where appropriate.

9. Records

We retain task records, dispute evidence, and decisions for 7 years after final decision, for legal and operational purposes (as described in our Privacy Policy).

10. Changes to this policy

We may update this policy from time to time. Material changes will be notified at least 14 days in advance (in-app or by email). Continued use of the platform after the effective date constitutes acceptance.

11. Contact

Related: Terms of Service · Privacy Policy · Acceptable use policy.

This page is provided for general information and may be updated from time to time. It is not legal advice.