Cancellation Policy
1. General Overview
Ibogo facilitates bookings and food orders with partner businesses through its mobile and web platforms. This cancellation policy ensures fairness, minimizes operational disruption, and protects users and partners from financial loss—especially for time-sensitive services like food delivery.
2. Service Booking Cancellations
| Time Before Scheduled Service | Refund Eligibility | Remarks |
|---|---|---|
| More than 24 hours | 100% refund | No cancellation fee applied |
| 6 to 24 hours | 50% refund | 50% cancellation fee retained |
| Less than 6 hours | No refund | Full amount charged |
Applies to salon/spa appointments and other time-based services.
3. Food Order Cancellations
| Order Status | Refund Eligibility | Remarks |
|---|---|---|
| Before Partner Acceptance | 100% refund | Immediate refund possible |
| After Partner Acceptance | 50% refund | 50% cancellation fee retained |
| Order Delivered (No Show) | No refund | Delivery confirmed; no claim accepted |
Delivery is managed directly by the partner. Ibogo is not responsible for delays caused by the partner unless escalated via support within 15 minutes of the delivery window.
4. Partner-Initiated Cancellations
- If a partner cancels a food order or service booking, a full refund is automatically issued to the user.
- The platform notifies the user and allows for re-ordering or rescheduling.
- Partner reliability score is affected by frequent cancellations.
5. Refund Timeline
- Refunds are initiated within 48 hours of cancellation
- Processed via Cashfree to the original payment method
- Bank processing time: 3–7 business days
6. Exceptional Cases (Full Refund Regardless of Status)
- System errors or double charges
- Service unavailability not communicated within a reasonable time
- Verified emergency at the partner’s end
- Proven quality complaints (e.g., food unfit, service denied)
7. Policy Enforcement
- This policy is acknowledged by users at the time of booking/ordering
- Partners agree to abide by it as part of their onboarding terms
- Violations or disputes are handled through Ibogo’s support resolution system