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.

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Table of Contents

1. Overview
2. Customer Cancellation Policy
3. Helper Cancellation Policy
4. SpotWigo Cancellation
5. Refund Eligibility
6. Refund Methods
7. Wallet Refunds
8. Partial Refunds
9. Non-Refundable Charges
10. Failed or Incomplete Services
11. No-Show Policy
12. Disputes
13. Fraud & Abuse
14. Processing Time
15. Policy Changes
16. Contact Us

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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.

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2. Customer Cancellation Policy

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If you cancel your booking before any Helper is assigned or accepts it:

• No cancellation fee applies.
• You are eligible for a full customer refund of the amount paid.

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If your assigned Helper has accepted the booking but has not yet arrived at your location:

• You may cancel the booking.
• A cancellation fee may apply depending on the timing to compensate the helper for their commitment.
• The remaining eligible balance will be refunded.

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If the Helper has already arrived at your designated pickup or task location:

• A higher cancellation fee applies to compensate the Helper for travel time and availability.
• Any remaining eligible balance will be refunded.

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Once the booking status changes to In Progress (after successful OTP verification or service start):

• The booking is considered active.
• Refunds are generally not available.
• Verified exceptions may apply if the Helper fails to perform the agreed service or another issue is verified by SpotWigo Support.

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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

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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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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11. No-Show Policy

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.

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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.

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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.

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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

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14. Refund Processing Time

Once a refund is approved:

Actual processing times may vary depending on your payment provider or financial institution.

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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
• Email
• In-app notifications

Continued use of SpotWigo after changes become effective constitutes acceptance of the updated policy.

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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

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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.

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Acceptance

By using SpotWigo, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy.