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, the payment is split by our payment provider so the service provider ("pro") is paid their price directly and YeboWork receives only its service fee. 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.
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
YeboWork's service fee on an on-platform payment covers payment processing and the platform. Where a full refund is issued because a service was not delivered, we will refund the buyer the amount paid in line with our payment provider's refund rules. Credits purchased for platform features (promotion, verification, lead fees, advertising) are governed by the Terms & Conditions and are generally non-refundable once used.
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.