This Refund Policy explains when and how you can get your money back from Haandi. It works alongside our Service Guarantee, our Insurance Programme, and our Terms & Conditions. Our overarching principle: if Haandi did not deliver the service it promised, Haandi makes it right — by re-service first, refund second.

1. Overarching Principle: Re-Service First, Refund Second

Where a Booking does not meet our quality standards, our default response is to send another Provider to redo the work at no additional cost to you ("re-service"). Where re-service is impossible or impractical, we issue a partial or full refund.

2. When You Are Eligible for a Refund

3. Cancellation Charges (When Refund Is Reduced)

Note: Charges retained on Client cancellation are paid to the Provider as compensation for time and travel; Haandi only retains its standard Service Fee on the portion paid to the Provider.

4. When You Are Not Eligible for a Refund

• The service was completed to a satisfactory standard but you changed your mind afterwards.
• You did not provide accurate Booking details (e.g., wrong address, wrong scope) and the Provider acted in good faith on the information given.
• You were absent or did not provide access at the agreed time, despite the Provider arriving.
• Damage or defects existed before the Booking and are not attributable to the Provider.
• You used Haandi to seek service quotations off-platform, then booked the Provider directly off-platform afterwards.
• The complaint was filed more than 24 hours after service completion (subject to clause 5 below).
• The complaint relates solely to subjective preferences not specified in the original booking (e.g., a different style of haircut than expected, where the Provider executed what was reasonably described).

5. Late Complaints

Complaints filed more than 24 hours but within 7 days of service may still be considered, but the standard remedy is in-app credit (rather than cash refund) at Haandi's discretion. Complaints filed beyond 7 days are not eligible for any refund or credit, except in the case of statutory consumer rights or proven fraud.

6. How to Request a Refund

1. Open the Booking in the Haandi app and tap "Report a Problem," or message us on WhatsApp / email support@haandi.rw.
2. Describe what went wrong; attach photos or video where possible.
3. You will receive a complaint reference number within 4 hours and a first response within the SLA shown in our Help & Support guide.
4. Our support team will attempt to resolve via re-service first; failing that, we issue a refund decision within 5 business days.

7. Refund Method & Timing

8. Property Damage Claims

If a Provider damages your property during a Booking:

1. Report within 24 hours with photos, an itemised description, and a repair/replacement quote.
2. Haandi's claims team assesses; minor items (under RWF 100,000) are typically resolved by the Provider directly under our service guarantee.
3. Larger claims are routed to our insurance partner under the Client Property & Service-Quality programme. Claim limits: up to RWF 5,000,000 per B2C claim; up to RWF 25,000,000 per B2B/B2G claim.
4. Settlement timeline: 7 working days for straightforward B2C claims under RWF 500,000; otherwise per insurance partner SLA.

Damage claims are separate from booking refunds. You may be entitled to both: a refund for the unsatisfactory service and a damage payout for the harm caused.

9. Refunds in Special Circumstances

9.1 Force majeure

If a Booking cannot be performed due to events beyond reasonable control (severe weather, network outage, government action), Haandi will reschedule without charge. If rescheduling is not acceptable to you, a 100% refund is issued.

9.2 Provider-initiated cancellations

If a Provider cancels less than 4 hours before the Booking and we cannot replace them in time, you receive a 100% refund and a goodwill credit of RWF 1,000 toward your next Booking.

9.3 Suspended / banned Provider after Booking

If we suspend a Provider for cause after they have completed a Booking with you, this does not automatically entitle you to a refund unless your specific Booking was affected by the conduct in question.

9.4 Subscription downgrades

Plus / Pro downgrades take effect at the next billing cycle; no partial refund of the current period unless within the 14-day cooling-off period.

10. Anti-Abuse

Refunds are issued in good faith. Repeated suspicious refund requests (more than 3 disputed in 90 days, or a pattern of disputes after services were rated 4+ stars) trigger an investigation and may result in account suspension. We may share suspicious-claim records with our insurance partners as permitted under our Privacy Policy.

11. Statutory Consumer Rights

Nothing in this Refund Policy limits your statutory consumer-protection rights under Rwandan law. Where Rwandan law gives you rights more generous than this Policy, the law prevails.

12. Escalation

1. Reply directly to the support team's first response.
2. Email complaints@haandi.rw for senior-manager review (independent of the support team that handled the original complaint).
3. Mediation through KIAC under our Terms & Conditions clause 15.
4. Final recourse: the courts of Rwanda, governed by Rwandan law.

13. Updates to this Policy

We may update this Refund Policy from time to time. Material changes will be communicated at least 14 days in advance through email, in-app notice, or SMS, and will apply only to Bookings placed after the effective date of the change.

14. Contact