Booking & Cancellation Policy

WOOKII BOOKING & CANCELLATION POLICY

1. INTRODUCTION

Welcome to Wookii. This Booking & Cancellation Policy (“Policy”) explains how bookings, negotiations, payments, cancellations, rescheduling, job completion, refunds, disputes and related activities are managed on the Wookii Platform. This Policy forms part of the legal agreement between Wookii Nigeria Ltd (“Wookii”), Customers and Artisans. By creating an account, making a booking, accepting a booking, making payment or providing services through Wookii, you agree to comply with this Policy. This Policy should be read together with:

• Wookii Terms of Service
• Wookii Privacy Policy
• Wookii Escrow Policy
• Wookii Refund Policy
• Wookii Wallet Terms
• Any additional policies published by Wookii from time to time.

2. PURPOSE

The purpose of this Policy is to:

• establish a fair booking process;
• define the responsibilities of Customers and Artisans;
• explain how cancellations are handled;
• protect payments made through Wookii’s escrow process;
• provide transparency throughout the booking lifecycle;
• reduce disputes;
• promote trust and accountability within the Wookii marketplace.

3. DEFINITIONS

For the purposes of this Policy:

• Artisan means an independent service provider registered on the Wookii Platform.
• Booking means a confirmed service request made through Wookii.
• Customer means a person requesting or purchasing services through Wookii.
• Escrow means the temporary holding of eligible customer payments through Wookii’s payment workflow until the conditions for payment release have been satisfied.
• Offer means the agreed quotation submitted through the Platform for a particular booking.
• Platform means the Wookii mobile application, website and related services.
• Service Completion means the stage at which the artisan has completed the agreed scope of work and the customer is requested to review the service.
• Wallet means the Wookii digital wallet where available.

4. SCOPE

This Policy applies to every booking created through the Wookii Platform. It governs:

• bookings;
• negotiations;
• quotations;
• payments;
• escrow;
• cancellations;
• rescheduling;
• disputes;
• service completion;
• customer confirmation;
• refunds; Where another Wookii policy specifically addresses a subject, that policy shall also apply.

5. THE WOOKII BOOKING LIFECYCLE

A booking generally progresses through the following stages:

1. Customer searches for an artisan.

2. Customer contacts the artisan through the Platform.

3. Both parties discuss the job.

4. The artisan submits a quotation or both parties agree on the service price.

5. The customer reviews the quotation.

6. The customer proceeds to payment through Wookii.

7. Payment is successfully processed and recorded against the booking.

8. The booking becomes confirmed.

9. The artisan performs the agreed service.

10. The customer inspects the completed work.

11. If satisfied, the customer taps Complete Job to authorize payment release.

6. BOOKING PROCESS

Customers may browse available artisans and submit service requests through the Platform. Before payment, customers and artisans are encouraged to clearly agree on:

• the scope of work;
• pricing;
• expected completion time;
• materials to be supplied;
• service location;
• any special requirements. Customers are responsible for ensuring that the agreed service accurately reflects the work they require. A booking is considered confirmed only after successful payment has been completed through the Platform.

7. NEGOTIATION AND QUOTATIONS

Wookii allows Customers and Artisans to negotiate service details before payment. Negotiations may include:

• service scope;
• pricing;
• timelines;
• availability;
• materials;
• additional requirements. Once both parties agree, the artisan may submit a quotation through the Platform. Customers should carefully review the quotation before making payment. Any material change to the agreed work after payment may require a revised quotation, additional payment, or a new booking.

8. PAYMENT AND ESCROW

For eligible bookings, customer payments are processed through payment providers integrated with the Wookii Platform. Once payment has been successfully processed:

• the booking is confirmed;
• payment is recorded against the booking;
• the payment is held through Wookii’s escrow workflow pending completion of the agreed service. Payment remains subject to the applicable Wookii Escrow Policy. Customers and artisans must not attempt to bypass Wookii’s payment process for bookings initiated through the Platform.

9. WOOKII WALLET

Where available, Wookii may provide a digital wallet for eligible users. Wallet balances may include:

• promotional rewards;
• approved refunds;
• incentive credits;
• other eligible credits determined by Wookii. Unless expressly stated otherwise:
• wallet credits are non-transferable;
• promotional credits cannot be redeemed for cash;
• wallet usage remains subject to the Wookii Wallet Terms.

10. BOOKING CONFIRMATION

Following successful payment:

• the booking status will change to paid or Confirmed;
• both parties may receive booking notifications;
• the artisan may begin preparations for the scheduled service. Confirmation of a booking represents an agreement by both parties to fulfil their respective obligations under the booking, subject to applicable cancellation and rescheduling provisions.

11. CUSTOMER RESPONSIBILITIES

Customers are expected to:

• provide an accurate description of the required service;
• disclose any known site conditions that may affect the work;
• provide the correct service address;
• provide accurate contact information;
• ensure reasonable access to the service location;
• communicate respectfully with artisans;
• respond to reasonable requests relating to the booking;
• inspect completed work before confirming completion;
• report any workmanship-related issue promptly through the Platform where applicable.

Customers should not request work that is illegal, unsafe or outside the agreed booking without discussing and agreeing on the necessary changes.

12. ARTISAN RESPONSIBILITIES

Artisans are expected to:

• provide services professionally and with reasonable skill and care;
• arrive within the agreed timeframe where reasonably possible;
• communicate promptly regarding delays or unforeseen circumstances;
• use appropriate tools and equipment for the agreed service;
• perform only the agreed scope of work unless otherwise approved by the customer;
• conduct themselves professionally and respectfully;
• comply with applicable laws, regulations and Wookii policies; Artisans should not pressure customers to make payments outside the Wookii Platform.

13. BOOKING MODIFICATIONS

Customers and artisans may agree to modify a booking before the service is completed. Modifications may include changes to:

• service scope;
• location;
• schedule;
• materials;
• pricing. Material changes may require:
• a revised quotation;
• additional payment;
• a new booking. Neither party is obligated to accept proposed modifications.

14. CUSTOMER CANCELLATIONS

Customers may cancel a booking at any time before service completion through the Platform. Cancellation outcomes depend on the stage of the booking:

14.1 Before Artisan Acceptance or Confirmation

If a booking is cancelled before the artisan has accepted or confirmed the job, the cancellation will generally be processed without penalty, and any eligible payment reversal will be initiated in accordance with the Wookii Refund Policy.

14.2 After Confirmation but Before Service Commencement

If a booking is cancelled after confirmation but before the artisan has commenced travel or work, Wookii may assess the situation based on:

• time of cancellation;
• artisan preparation costs;
• materials already purchased;
• administrative costs. Eligible refunds, if any, will be processed in accordance with the Refund Policy.

14.3 After Service Has Commenced

Where the artisan has already commenced work or incurred significant costs, refunds may be limited or not applicable, depending on the circumstances and evidence provided.

15. ARTISAN CANCELLATIONS

Artisans are expected to honour confirmed bookings. However, an artisan may cancel a booking where:

• there is a genuine emergency;
• the customer has provided materially incorrect information;
• the service is unsafe or unlawful;
• the customer is uncooperative or abusive;
• force majeure circumstances apply.

Where an artisan cancels a confirmed booking without valid justification, Wookii may apply corrective measures including:

• account warnings;
• reduced visibility on the Platform;
• temporary suspension;
• removal from the Platform in severe or repeated cases. Wookii may also assist the customer in finding an alternative artisan where possible.

16. MUTUAL CANCELLATIONS

A mutual cancellation occurs where both the Customer and Artisan agree to cancel a booking. In such cases:

• any refund or adjustment will be determined based on the stage of the booking;
• both parties must confirm the cancellation through the Platform where possible;
• Wookii may record the cancellation for dispute prevention and quality assurance purposes. Mutual cancellations are generally treated more favourably in refund assessments.

17. NO-SHOW POLICY

A “no-show” occurs when:

• the customer is unavailable at the agreed location; or
• the artisan fails to arrive without prior notice or valid reason.

17.1 Customer No-Show

If a customer is unavailable:

• the artisan may report the no-show through the Platform;
• Wookii may verify the claim using available evidence;
• cancellation fees or deductions may apply where appropriate.

17.2 Artisan No-Show

If an artisan fails to attend without valid reason:

• the booking may be cancelled;
• the customer may be eligible for a refund or rebooking support;
• the artisan’s account may be reviewed for performance issues.

18. ARRIVAL DELAYS

Artisans are expected to arrive within a reasonable timeframe. If delays occur, the artisan must:

• notify the customer as early as possible;
• provide an updated estimated arrival time;
• continue communication until arrival or rescheduling is agreed. Repeated or unjustified delays may affect artisan ratings, visibility, or account standing.

19. RESCHEDULING

Bookings may be rescheduled where both parties agree. Rescheduling may be required due to:

• customer unavailability;
• artisan unavailability;
• weather or environmental conditions;
• logistical constraints;
• force majeure events. Where rescheduling is not possible, the booking may be cancelled in accordance with this Policy.

20. SITE ACCESS ISSUES

Customers are responsible for ensuring that artisans can access the service location. Access issues may include:

• locked premises;
• absence of required keys or permissions;
• restricted entry;
• unsafe working conditions. If access is not provided:
• the artisan may report a failed visit;
• the booking may be treated as a customer no-show;
• applicable fees or adjustments may apply.

21. FORCE MAJEURE

Wookii, Customers, and Artisans shall not be held liable for failure or delay in performance caused by events beyond reasonable control, including:

• natural disasters;
• floods, storms, or extreme weather;
• war, civil unrest, or terrorism;
• government restrictions;
• power or internet outages;
• pandemics or public health emergencies. In such cases, bookings may be rescheduled or cancelled without penalty, subject to verification.

22. OFF-PLATFORM PAYMENTS

All payments for bookings initiated through the Wookii Platform must be processed through Wookii-approved payment channels. Users must not:

• request direct cash payments outside the Platform;
• bypass Wookii payment systems;
• redirect customers to external payment arrangements. Violation of this rule may result in:
• account suspension;
• loss of access to the Platform;
• forfeiture of benefits or protections under Wookii policies. Wookii is not responsible for losses arising from off-platform transactions.

23. FRAUD AND ABUSE

Wookii maintains a strict zero-tolerance approach to fraud and abuse. Prohibited conduct includes:

• false bookings or fake service requests;
• misrepresentation of services;
• manipulation of reviews or ratings;
• payment fraud or chargeback abuse;
• impersonation of users or artisans;
• collusion to bypass Platform rules. Wookii may take any of the following actions:
• suspension or termination of accounts;
• withholding of payments pending investigation;
• reporting to relevant authorities where necessary;
• permanent removal from the Platform.

24. BOOKING RECORDS AND EVIDENCE

Wookii maintains digital records of bookings, including:

• messages between users;
• quotations and offers;
• payment confirmations;
• timestamps of key actions;
• cancellation and dispute history. These records may be used for:
• dispute resolution;
• fraud prevention;
• customer support;
• compliance with legal obligations;
• quality assurance. Users agree that Wookii’s records may be used as evidence in resolving disputes.

25. DISPUTE RESOLUTION

Where disputes arise between Customers and Artisans, Wookii may:

• review booking records;
• request additional evidence from both parties;
• mediate between users;
• make a determination based on available information. Wookii’s decision in dispute resolution matters is final within the Platform context, without prejudice to applicable legal rights.

26. POLICY UPDATES

Where changes are material:

• users will be notified through the Platform or email;
• continued use of the Platform constitutes acceptance of the updated Policy.

27. CONTACT INFORMATION

For questions or support regarding this Policy, users may contact: Wookii Support Team Email: support@wookii.com Help Center: In-app support section