Refund Policy

1. Overview

At Azalake Huduma, we are committed to ensuring customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting one.

2. Eligibility for Refunds

You may be eligible for a full or partial refund in the following situations:

• Service not delivered: The provider failed to arrive or perform the booked service.
• Service significantly not as described.
• Duplicate payment: You were charged more than once for the same service.
• Cancellation within the allowable cancellation window.

3. Non-Refundable Situations

• Change of mind after service has been completed.
• Minor dissatisfaction that does not constitute a material failure.
• Issues caused by the customer's own actions (incorrect address, not available).
• Services booked and completed outside the platform.

4. Cancellation & Refund Windows

5. How to Request a Refund

1. Log in to your Azalake Huduma account.
2. Navigate to 'My Bookings' and select the booking in question.
3. Click 'Request Refund' and provide a detailed reason.
4. Submit any supporting evidence (photos, messages).
5. Our team will review your request within 3-5 business days.

6. Refund Processing

Approved refunds will be processed within 7-14 business days. Refunds will be returned to the original payment method. Mobile money refunds (M-Pesa, Tigo Pesa, Airtel Money) are typically processed within 3-5 business days.

7. Disputes

If your refund request is denied and you believe the decision is incorrect, you may escalate the matter by contacting our support team at refunds@azalakehuduma.com with your booking reference number.