Effective 21 July 2026. This policy explains how cancellations, refunds and disputes work on YeboWork, operated by Yebowork (Pty) Ltd ("YeboWork", "we", "us"). It forms part of, and must be read with, our Terms & Conditions. Because YeboWork facilitates services, not the sale of physical goods, there is no shipping and no physical "return" — this policy is the services equivalent.
1. How payment works (why this protects you)
YeboWork does not hold or warehouse anyone's money. Where a buyer pays on the platform, Paystack processes the payment so the service provider ("pro") receives 100% of their quoted price by direct bank settlement. Settlement typically takes T+1 to T+2 business days, subject to Paystack's schedule, bank processing, weekends and public holidays. The buyer pays the separate 6% + R5 payment processor fee; YeboWork takes 0% commission. Buyer protection is therefore built in before payment, not through a held balance:
- In-person services (e.g. plumbing, cleaning): the default is pay on completion — the buyer chooses to pay once the work is done, so they pay for something they have seen.
- Digital services (e.g. design, writing): the buyer sees a watermarked preview of the finished work and only pays to unlock the final files. The clean deliverable is released on payment.
- Cash or direct EFT: arranged directly between buyer and pro. These are not processed, held or guaranteed by YeboWork, so refunds for off-platform payments must be arranged directly between the parties.
2. Cancellations
- Before work starts: either party may cancel a booking or quote before work begins. If the buyer has not yet paid on the platform, no money has moved and nothing needs to be refunded. Repeated no-shows or late cancellations may attract strikes under our Acceptable Use Policy.
- After work starts / part-complete: the parties should agree a fair amount for work already done. Where an on-platform payment has been made, a partial refund can be requested (see below).
3. Refunds on on-platform payments
Because the pro is paid their price directly at the point of payment, a refund is a pull-back of a completed payment, handled through our payment provider's refund process:
- When a refund may be issued: the service was not delivered, was materially not as agreed, or the payment was fraudulent or made in error.
- How to request one: contact YeboWork support through the platform within a reasonable time (ideally within 7 days of payment or the agreed completion date), describing the issue and providing any evidence (messages, photos, the delivered files).
- What we do: we review the request, may ask both parties for information, and — at our discretion and subject to our payment provider's refund rules — may issue a full or partial refund to the buyer. Refunds are returned to the original payment method. Processing times depend on the payment provider and the buyer's bank.
- Digital services: if a buyer has already unlocked and received the usable final files, a refund is generally not available unless the work was materially not as described, because the deliverable has been handed over.
3A. Your rights under the Consumer Protection Act (CPA)
Where the Consumer Protection Act 68 of 2008 applies to you, this policy does not limit your statutory rights:
- Quality of service (s54). Services must be performed with the degree of care, skill and diligence a consumer is generally entitled to expect. If they are not, you may require the pro to remedy the defect in the work, or to refund a reasonable portion of the price for work already performed.
- Warranty on parts and materials (s56). Any goods, parts or materials supplied with a service carry the six-month implied warranty of quality.
- Cancelling an advance booking (s17). You may cancel a booking made in advance, subject to a reasonable cancellation fee. No fee may be charged where the booking could not be honoured because of death or hospitalisation.
- Fair, honest dealing (ss40-41). Misleading claims, coercion and fraudulent conduct are prohibited and are grounds for a refund and moderation action.
- Written record (s26). You are entitled to a quote, invoice or order summary for every transaction — these are available in your account.
How to enforce: raise it with the pro in the in-app messages first; if unresolved, contact support@yebowork.com with the job reference and evidence; if you are still not satisfied you may approach the National Consumer Commission (www.thencc.org.za), the Consumer Goods and Services Ombud (www.cgso.org.za), or a court.
3B. Cooling-off periods
Two cooling-off rights can apply on YeboWork. Neither requires you to give a reason.
- Electronic transactions — 7 days (ECTA s44). Because bookings and purchases are concluded electronically, you may cancel a qualifying electronic transaction within 7 days of concluding the agreement (or, for goods, of delivery) and receive a refund of what you paid, less the direct cost of returning anything supplied. This right does not apply where the service has already been performed with your agreement before the 7 days expire, nor to digital deliverables you have already unlocked and downloaded, nor to personalised or perishable items, nor to auctions.
- Direct marketing — 5 business days (CPA s16). If you entered into a transaction as a direct result of direct marketing, you may cancel within 5 business days of the later of concluding the agreement or delivery, in writing, without reason or penalty.
- Advance bookings (CPA s17). Outside the cooling-off windows, an advance booking may still be cancelled subject to a reasonable cancellation fee (see clause 2).
Not covered by cooling-off: work that is already complete, in-person services you asked to start immediately, digital files already unlocked, YeboWork Credits that have already been spent, and off-platform cash/EFT payments (which we do not process).
How to exercise a cooling-off right: email support@yebowork.com (or use the Contact page) within the applicable window, stating your name, the job or order reference, the date of the transaction and that you are exercising your cooling-off right. We acknowledge within 2 business days and, where the right applies and payment was made on the platform, process the refund to your original payment method within 30 days of the cancellation, in line with our payment provider's refund rules. If the right does not apply, we will tell you in writing why, and whether a partial refund is nonetheless available under clause 3.
4. Disputes
If a buyer and pro cannot agree:
- First try to resolve it directly through the in-app messages — most issues are simple misunderstandings.
- If that fails, contact YeboWork support with the job details and evidence.
- We will review the on-platform record (agreement, messages, previews, delivery) and mediate in good faith. Where appropriate we may issue a refund, uphold the payment, or take moderation action (strikes/bans) against a party acting in bad faith.
YeboWork mediates as a neutral facilitator; we are not the provider of the service and are not liable for the quality of work performed by an independent pro, but we will use the tools available to us (refunds, moderation) to keep the marketplace fair.
5. Off-platform payments
Where a buyer chooses to pay by cash or direct EFT, YeboWork does not process or hold the money and therefore cannot issue a refund for it. Any refund must be arranged directly with the pro. We may still assist with mediation and moderation, and both parties are encouraged to confirm off-platform payments in the app so there is a record.
6. Fees
For an on-platform job, the buyer pays the 6% + R5 payment processor fee in addition to the quoted price. This is not YeboWork commission and is not deducted from the seller. Where a full refund is issued because a service was not delivered, the refund is processed in line with Paystack's rules. Credits used for platform features — including promotion, verification, lead responses and advertising — are governed by the Terms & Conditions and are generally non-refundable once the action or external check has been processed. See the Payment Terms & Conditions for settlement timing and security details.
7. Changes and contact
We may update this policy from time to time; the current version with its effective date is always on the platform. Questions or refund requests can be submitted via the Contact page on https://yebowork.co.za.
This policy should be read together with the YeboWork Terms & Conditions and Acceptable Use Policy.