Wookii is committed to providing a seamless, secure, and trustworthy experience for both users and artisans. This Booking and Cancellation Policy outlines the procedures, rights, and responsibilities of both parties regarding bookings, cancellations, and payments on the Wookii platform.
1. Booking and Payment Flow
- Users can browse and chat with multiple artisans via in-app messaging.
- After price negotiation, the user submits an Offer with the agreed amount.
- The artisan must accept the offer before the user can proceed to payment.
- Once the user clicks “Pay Now”, the booking becomes confirmed, and cancellation or changes become subject to this policy.
- Users are encouraged to click the “Complete” button after service delivery. If not done within 12 hours after job delivery, Wookii reserves the right to release the payment to the artisan automatically.
2. Cancellation Before Payment
By User:
- Users may cancel a booking at any time before making payment without penalty.
By Artisan:
- Artisans may decline or cancel a booking before accepting an offer or before payment without penalty.
- However, frequent cancellations after multiple accepted offers may attract performance strikes.
3. Cancellation After Payment
Once payment is made, cancellation involves time and commitment from both parties. The following rules apply:
A. If the User Cancels After Payment:
| Timing of Cancellation | Refund to User | Artisan Compensation | Wookii Service Charge |
| Within 30 minutes (service hasn’t started) | 100% | 0% | 0% |
| >30 minutes but more than 12 hours before job | 85% | 10% | 5% |
| <12 hours before job time | 60% | 30% | 10% |
| <1 hour before job or artisan is en route | 30% | 60% | 10% |
| After job has started | 0% | 100% | 0% |
Refunds will be processed within 3–7 business days.
B. If the Artisan Cancels After Payment:
If an artisan cancels after accepting a paid booking:
- User receives a 100% refund.
- Artisan receives a strike on their profile.
Artisan Cancellation Strike System:
| Strike Count | Consequence |
| 1st Strike | Warning notification |
| 2nd Strike | Temporary deactivation (24 hours) |
| 3rd Strike | Temporary suspension (72 hours) |
| 4th Strike | Profile review and probation |
| 5th Strike | Permanent suspension or blacklisting |
4. Rescheduling Bookings
- Either the user or artisan may propose to reschedule a confirmed booking.
- Both parties must agree to reschedule; no party can be forced to accept a new time.
- If rescheduling is declined by either party, the booking may be canceled and handled according to the cancellation policy based on timing.
5. Job Completion and Automatic Disbursement
- Upon service delivery, users are expected to click the “Complete” button to confirm the job is done.
- If the user fails to mark the job as complete within 12 hours of reported delivery by the artisan:
- Wookii will automatically release the payment to the artisan.
- The transaction will be marked as completed.
- Wookii will automatically release the payment to the artisan.
6. Dispute Resolution
If a disagreement arises regarding service quality, incomplete work, or unfulfilled expectations:
- Users or artisans can initiate a dispute through the app within 12 hours of service completion.
- Wookii will act as a neutral mediator.
- Evidence (e.g., photos, chat logs) will be reviewed to determine refund eligibility.
7. Final Notes
- User Responsibilities: Users must provide accurate job details and availability, and are encouraged to be responsive in chats.
- Artisan Responsibilities: Artisans must honor agreed times, provide quality service, and maintain professional conduct.
Wookii reserves the right to revise this policy as needed to ensure fairness, compliance, and user satisfaction.