Cancellation & Refund Policy
Effective Date: January 1, 2026
Last Updated: January 1, 2026
At SpotWigo, we strive to provide a reliable and fair marketplace for both Customers and Helpers. This Cancellation & Refund Policy explains when bookings may be cancelled, when refunds are available, and how cancellations may affect Customers and Helpers.
By booking or providing services through SpotWigo, you agree to this Cancellation & Refund Policy.
Table of Contents
- Overview
- Customer Cancellation Policy
- Helper Cancellation Policy
- SpotWigo Cancellation
- Refund Eligibility
- Refund Methods
- Wallet Refunds
- Partial Refunds
- Non-Refundable Charges
- Failed or Incomplete Services
- No-Show Policy
- Disputes
- Fraud & Abuse
- Processing Time
- Policy Changes
- Contact Us
1. Overview
SpotWigo aims to ensure fairness for everyone using our platform.
Refund eligibility depends on factors including:
- Booking status
- Time of cancellation
- Whether a Helper has been assigned
- Whether the service has started
- Payment method used
- Applicable promotions or discounts
Each cancellation request is reviewed according to this policy.
2. Customer Cancellation Policy
A. Before a Helper Accepts the Booking
If you cancel your booking before any Helper accepts it:
- No cancellation fee applies.
- You are eligible for a full refund of the amount paid.
B. After a Helper Accepts but Before Arrival
If your assigned Helper has accepted the booking but has not yet arrived:
- You may cancel the booking.
- A cancellation fee may apply depending on the circumstances.
- The remaining eligible amount will be refunded.
SpotWigo reserves the right to determine the applicable cancellation fee.
C. After the Helper Arrives
If the Helper has already arrived at your location:
- A higher cancellation fee may apply.
- The fee compensates the Helper for travel time and availability.
Any remaining eligible balance will be refunded.
D. After Service Has Started
Once the booking status changes to In Progress (after successful OTP verification):
- The booking is considered active.
- Refunds are generally not available.
- Exceptions may apply if the Helper fails to perform the agreed service or another issue is verified by SpotWigo.
E. After Service Completion
Completed bookings are not eligible for cancellation.
Refund requests after completion are only considered in exceptional circumstances, such as:
- Duplicate payment
- Incorrect charge
- Verified service failure
- Technical errors
- Fraudulent activity
3. Helper Cancellation Policy
Helpers are expected to honour accepted bookings.
If a Helper cancels:
- The Customer will receive a notification.
- The booking may be reassigned to another available Helper.
- If reassignment is not possible, the Customer will receive a full refund.
Repeated Helper cancellations may result in:
- Reduced visibility
- Temporary suspension
- Permanent removal from the platform
4. SpotWigo Cancellation
SpotWigo may cancel bookings when necessary, including but not limited to:
- Suspected fraud
- Payment verification failure
- Safety concerns
- Policy violations
- Service unavailable
- Technical issues
Where applicable, Customers will receive an appropriate refund.
5. Refund Eligibility
Customers may be eligible for refunds under circumstances including:
- Helper unavailable
- Booking cancelled before assignment
- Duplicate payment
- Incorrect payment amount
- Payment processing errors
- Verified service issues
- Booking cancelled by SpotWigo
- Booking cancelled by the assigned Helper
Refunds are not guaranteed in every situation.
Each request is evaluated individually.
6. Refund Methods
Refunds are generally returned using the original payment method whenever possible.
Supported refund destinations may include:
- Credit Card
- Debit Card
- Apple Pay
- Google Pay
- SpotWigo Wallet
Where returning funds to the original payment method is not possible, SpotWigo may issue the refund as SpotWigo Wallet credit.
7. Wallet Refunds
Refunds issued to the SpotWigo Wallet:
- Are available immediately after processing.
- Can be used for future bookings.
- Cannot always be withdrawn as cash.
- May be subject to applicable wallet terms.
8. Partial Refunds
Depending on the booking stage, SpotWigo may issue a partial refund.
Examples include:
- Helper travelled to the location.
- Customer cancelled after Helper acceptance.
- Service partially completed.
- Promotional discounts affected the booking value.
The refundable amount will be determined by SpotWigo based on the booking details.
9. Non-Refundable Charges
The following may not be refundable:
- Convenience fees
- Platform fees
- Promotional discounts already applied
- Government taxes where required by law
- Charges resulting from policy violations
Where required by applicable law, non-refundable charges may still be refunded.
10. Failed or Incomplete Services
If a service cannot be completed due to:
- Helper no-show
- Helper misconduct
- Technical issues
- Safety concerns
- Verified service failure
Customers should contact SpotWigo Support as soon as possible.
After investigation, SpotWigo may:
- Issue a full refund.
- Issue a partial refund.
- Provide SpotWigo Wallet credit.
- Offer booking replacement where appropriate.
11. No-Show Policy
Customer No-Show
If the Customer:
- Is unavailable,
- Cannot be contacted,
- Provides an incorrect address,
- Refuses entry after Helper arrival,
the booking may be cancelled and cancellation charges may apply.
Helper No-Show
If the assigned Helper fails to arrive within a reasonable time without valid justification:
- The Customer may cancel the booking.
- SpotWigo may reassign another Helper.
- A full refund may be issued if no replacement is available.
12. Disputes
If you believe a refund decision is incorrect, you may contact SpotWigo Support.
Please include:
- Booking ID
- Description of the issue
- Photos (if applicable)
- Screenshots (if applicable)
- Any additional supporting information
SpotWigo will review disputes fairly and may request additional information before making a final decision.
SpotWigo's decision following the review will be final unless otherwise required by applicable law.
13. Fraud & Abuse
SpotWigo monitors refund requests for fraudulent or abusive behaviour.
Examples include:
- Repeated false refund claims
- Abuse of cancellation policies
- Payment fraud
- Chargeback abuse
- Fake bookings
- False service complaints
SpotWigo reserves the right to:
- Reject refund requests
- Suspend accounts
- Permanently terminate accounts
- Take legal action where appropriate
14. Refund Processing Time
Once a refund is approved:
| Payment Method | Estimated Processing Time |
|---|---|
| Credit / Debit Card | 5–10 business days |
| Apple Pay | 5–10 business days |
| Google Pay | 5–10 business days |
| SpotWigo Wallet | Usually immediate |
Actual processing times may vary depending on your payment provider or financial institution.
15. Policy Changes
SpotWigo may modify this Cancellation & Refund Policy at any time.
When significant changes are made, we may notify users through:
- Website
- Mobile application
- In-app notifications
Continued use of SpotWigo after changes become effective constitutes acceptance of the updated policy.
16. Contact Us
If you have questions regarding cancellations or refunds, please contact us:
SpotWigo
Support Email: support@spotwigo.com
Refund Enquiries: refunds@spotwigo.com
Website: https://spotwigo.com
Important Notes
- Refund approval is subject to verification.
- SpotWigo reserves the right to investigate suspicious activity before issuing refunds.
- Payment gateway processing times are outside SpotWigo's control.
- Refunds do not affect your statutory rights under applicable consumer protection laws.
- This policy should be read together with the Terms & Conditions and Privacy Policy.
Acceptance
By using SpotWigo, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy.
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