Wookii
Buyer & Seller Protection

Refund Policy

Effective Date: 1 August 2026 • Wookii Legal & Trust Framework

1. INTRODUCTION

Welcome to Wookii. This Refund Policy (“Policy”) explains how refunds are assessed, approved, processed and managed for bookings made through the Wookii Platform. The purpose of this Policy is to establish a fair, transparent and consistent refund process while balancing the interests of Customers, Artisans and Wookii. This Policy forms part of the legal agreement between Wookii Technologies Ltd (“Wookii”), Customers and Artisans. By creating an account, making a booking, accepting a booking or making payment through Wookii, you agree to this Policy. This Policy should be read together with:

  • Wookii Terms of Service
  • Wookii Privacy Policy
  • Wookii Booking & Cancellation Policy
  • Wookii Escrow Policy
  • Wookii Wallet Terms
  • Any other policies published by Wookii from time to time.

2. PURPOSE

The objectives of this Policy are to:

  • provide a clear refund framework;
  • promote fairness for Customers and Artisans;
  • protect payments made through Wookii’s escrow workflow;
  • support trust within the marketplace;
  • reduce disputes;
  • ensure refunds are handled consistently. Refund decisions are made after considering the circumstances of each booking and the information available to Wookii.

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 the Platform.
  • Customer means the person requesting or paying for a service.
  • Escrow means the temporary holding of eligible customer payments through Wookii’s payment workflow until payment release conditions have been satisfied.
  • Refund means the return of all or part of an eligible payment made through the Platform.
  • Wallet means the Wookii digital wallet where available.
  • Dispute means a disagreement relating to a booking, payment, service or other transaction processed through Wookii.

4. GENERAL REFUND PRINCIPLES

Each refund request is assessed individually. A refund may be:

  • approved in full;
  • approved in part;
  • declined;
  • referred for further review. Refund decisions are based on:
  • the stage of the booking;
  • whether services were provided;
  • evidence submitted by the parties;
  • compliance with Wookii policies;
  • applicable law. Approval of one refund request does not create a precedent for future refund requests.

5. REFUND ELIGIBILITY

A customer may be eligible for a refund where, for example:

  • payment was successfully processed but the booking could not proceed;
  • an artisan cancelled a confirmed booking without an agreed alternative arrangement;
  • duplicate payments were made for the same booking;
  • payment was processed in error;
  • Wookii determines, following review, that a refund is appropriate under its policies;
  • a booking is cancelled in circumstances covered by the Booking & Cancellation Policy;
  • a dispute is resolved in favour of the customer. Eligibility for a refund depends on the specific circumstances of each case.

6. REFUNDS THAT MAY NOT BE AVAILABLE

A refund may be refused where, for example:

  • the service has been completed and accepted by the customer;
  • the customer requests a refund for work outside the agreed booking;
  • the issue results from customer misuse or negligence;
  • the request concerns additional work not included in the original booking;
  • the customer fails to cooperate with Wookii’s review process;
  • false or misleading information is provided;
  • the request falls outside the scope of applicable Wookii policies. Nothing in this section limits any rights that cannot lawfully be excluded under applicable law.

7. CUSTOMER CANCELLATION REFUNDS

Where a customer cancels a booking after payment has been made, any refund will be determined having regard to factors such as:

  • the stage of the booking;
  • whether the artisan has begun preparations;
  • whether travel has commenced;
  • whether materials have already been purchased specifically for the booking;
  • administrative costs reasonably incurred;
  • any other relevant circumstances. The applicable refund, if any, will be determined in accordance with this Policy and the Booking & Cancellation Policy.

8. ARTISAN CANCELLATION REFUNDS

Where an artisan cancels a confirmed booking without a valid reason, the customer may be eligible for:

  • a full refund;
  • a partial refund where appropriate;
  • assistance with rebooking another artisan;
  • another remedy considered appropriate by Wookii under its policies. Repeated cancellations by an artisan may also result in enforcement action under the Wookii Terms of Service and other applicable policies.

9. DISPUTE-RELATED REFUNDS

Where a dispute has been submitted through the Platform, any refund request will generally remain pending until the dispute has been reviewed. During the review process, Wookii may request information including:

  • photographs;
  • videos;
  • chat history;
  • booking records;
  • quotations;
  • invoices;
  • receipts;
  • other relevant evidence.

Refund decisions will be based on the available information and the applicable Wookii policies.

10. REFUNDS TO THE WOOKII WALLET

Where permitted by Wookii, an approved refund may be credited to a user’s Wookii Wallet. Wallet refunds remain subject to the Wookii Wallet Terms. Where a refund is credited to the Wallet:

  • the transaction will be recorded;
  • the user will be notified through the Platform where reasonably practicable;
  • use of the credited funds remains subject to applicable wallet conditions.

11. REFUND REQUESTS

Customers seeking a refund should submit their request through the Wookii Platform or Customer Support. Refund requests should include, where applicable:

  • the booking reference;
  • a description of the issue;
  • photographs or videos supporting the request;
  • any other information reasonably requested by Wookii. Submitting complete and accurate information helps facilitate a timely review.

12. CUSTOMER RESPONSIBILITIES

Customers requesting refunds are expected to:

  • provide truthful and accurate information;
  • cooperate with reasonable requests for additional information;
  • avoid submitting duplicate or fraudulent refund requests;
  • preserve relevant evidence where reasonably possible;
  • comply with applicable Wookii policies.

Failure to cooperate may affect the assessment of a refund request.

13. ARTISAN RESPONSIBILITIES

Where a refund request relates to a booking performed by an artisan, the artisan is expected to:

  • cooperate with Wookii during the review process;
  • provide truthful and accurate information;
  • submit requested evidence within a reasonable timeframe;
  • communicate professionally with the customer and Wookii;
  • comply with the Wookii Terms of Service and all applicable Platform policies. Failure to cooperate may result in Wookii making a determination based on the information available. Repeated conduct that results in justified refund requests may lead to corrective actions under Wookii’s Trust & Safety policies.

14. WOOKII’S REFUND REVIEW PROCESS

Wookii aims to provide a fair and impartial review of refund requests. When reviewing a refund request, Wookii may consider:

  • booking records;
  • quotations and accepted offers;
  • payment records;
  • chat messages exchanged through the Platform;
  • photographs and videos;
  • supporting documents;
  • evidence submitted by either party;
  • previous booking history where relevant;
  • compliance with Wookii policies. Wookii may request additional information from either party before reaching a decision. Failure to provide requested information may affect the outcome of the review.

15. REFUND METHODS

Where a refund is approved, Wookii may process the refund using one or more of the following methods, as appropriate:

  • reversal to the original payment method;
  • credit to the Wookii Wallet;
  • another refund method supported by the Platform. The available refund method may depend on:
  • the original payment method;
  • payment provider requirements;
  • technical limitations;
  • applicable legal or regulatory obligations.

16. REFUND PROCESSING TIMES

Approved refunds are initiated as soon as reasonably practicable. The time required for funds to appear in a customer’s account may vary depending on:

  • the payment provider;
  • the customer’s financial institution;
  • weekends or public holidays;
  • regulatory or banking processes. While Wookii will use reasonable efforts to facilitate timely refunds, processing times outside Wookii’s control may vary.

17. FAILED, DUPLICATE OR INCORRECT PAYMENTS

If a payment:

  • fails;
  • is duplicated;
  • is processed in error; or
  • is incorrectly charged due to a technical issue, the customer should notify Wookii as soon as reasonably possible.

Where appropriate, Wookii will investigate the transaction and may coordinate with the relevant payment provider to facilitate correction or refund.

18. PAYMENT CHARGEBACKS

Customers should contact Wookii before initiating a chargeback with their payment provider where reasonably possible. Where a chargeback is initiated, Wookii may:

  • investigate the booking;
  • provide relevant transaction records to the payment provider;
  • temporarily suspend related payouts or account activity while the matter is reviewed;
  • take appropriate action under Wookii’s Terms of Service where fraudulent or abusive chargeback activity is identified. Nothing in this section limits a user’s legal rights under applicable law.

19. PROMOTIONAL CREDITS AND INCENTIVES

Promotional credits, referral rewards, campaign incentives and similar benefits provided by Wookii are generally subject to their own terms and conditions. Unless expressly stated otherwise:

  • promotional credits are not redeemable for cash;
  • promotional credits are non-transferable;
  • promotional credits may expire in accordance with the applicable promotion. Where a transaction involving promotional credits is refunded, Wookii may adjust or reverse those credits in accordance with the applicable promotion.

20. FRAUD PREVENTION

To protect Customers, Artisans and the integrity of the Platform, Wookii may review refund requests for signs of fraud or abuse. Examples include:

  • false refund claims;
  • fabricated evidence;
  • duplicate refund requests;
  • collusion between users;
  • manipulation of bookings;
  • payment fraud;
  • misuse of promotional campaigns. Where fraudulent activity is suspected, Wookii may:
  • suspend the refund review pending investigation;
  • request additional verification;
  • temporarily restrict account activity;
  • suspend or terminate accounts in accordance with the Terms of Service;
  • report suspected unlawful conduct to the appropriate authorities where required or permitted by law.

21. LIMITATION OF LIABILITY

Wookii operates as a technology marketplace connecting Customers and independent Artisans. Except where required by applicable law, Wookii does not guarantee that every refund request will be approved. Refund decisions are made based on the available information, applicable Platform policies and the specific circumstances of each case. Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.

22. APPEALS

If a Customer or Artisan believes that a refund decision was made based on incomplete or inaccurate information, they may request that Wookii review the decision. An appeal should include any additional evidence that was not previously available or considered. Submitting an appeal does not guarantee that the original decision will be changed.

23. RECORD KEEPING

Wookii may retain records relating to refund requests, including:

  • booking references;
  • payment records;
  • refund decisions;
  • communications;
  • supporting evidence;
  • investigation notes. These records may be retained for purposes including:
  • dispute resolution;
  • fraud prevention;
  • regulatory compliance;
  • internal auditing;
  • improvement of Platform services. Retention of such records is subject to the Wookii Privacy Policy and applicable law.

24. POLICY UPDATES

  • changes to Platform features;
  • operational improvements;
  • legal or regulatory requirements;
  • payment processes;
  • business developments. Where material changes are made, Wookii may notify users through the Platform, email or other appropriate communication channels. Continued use of the Platform after the updated Refund Policy becomes effective constitutes acceptance of the revised Policy, to the extent permitted by applicable law.

25. CONTACT US

If you have questions about this Refund Policy or wish to request a refund, please contact: Wookii Technologies Ltd Customer Support Email: support@wookii.com Support: Available through the Wookii mobile application and official customer support channels. FINAL STATEMENT Wookii is committed to operating a fair, transparent and trusted marketplace for both Customers and Artisans. This Refund Policy is intended to promote consistency, accountability and confidence in every booking made through the Platform. By using the Wookii Platform, you acknowledge that you have read, understood and agree to this Refund Policy.

Questions about this policy? Contact our Trust & Compliance Team at support@wookii.com