Last updated: August 10, 2026
Know exactly when and how you get your money back.
This policy explains escrow holds, cancellation refunds, dispute-based refunds, and how wallet and cash jobs are treated. It applies to all customers, service providers, and agents on KIK-Konnect.
This Refund Policy explains how KIK-Konnect handles refunds, cancellations, and escrow releases for bookings made on the platform. KIK-Konnect uses an escrow-protected payment system to safeguard both customers and service providers.
By funding a booking or accepting a job on KIK-Konnect, you agree to the refund terms described in this policy.
When a customer funds a wallet-based booking, the quoted price is held in escrow until the service is confirmed complete. Funds are not released to the provider until the customer confirms the service has been delivered.
The escrow hold is created at the point a quote is accepted. The escrow is released only when the booking status reaches "completed" through the "pending_confirmation" step.
A booking can be cancelled free of charge while its status is "open" or "pending" (before a provider has accepted). In this case, any funds held in escrow are returned to the customer wallet in full.
No commission, provider payment, or agent share is deducted because no service was rendered.
Once a provider has accepted a booking (status "accepted" or beyond), cancellation may attract a fee depending on the reason and timing. The cancellation reason and the party who cancelled are recorded on the booking.
If the customer cancels without a valid reason after the provider has already committed or travelled, the provider may be entitled to a portion of the escrowed funds as compensation for time and transport. The platform will mediate this through the dispute process if contested.
If the provider cancels or fails to show up, the customer receives a full refund of escrowed funds, and the provider may receive a visibility-score penalty and cancellation count increment.
After a provider marks a job as done, the booking enters "pending_confirmation" status. The customer must then confirm that the service was delivered satisfactorily.
Once the customer confirms, the booking moves to "completed" and the escrow is released to the provider, minus the platform commission and any applicable agent commission share.
If the customer does not confirm within a reasonable period, the platform may auto-complete the booking and release escrow, unless a dispute has been raised.
For wallet-funded (escrow) jobs: refunds are credited back to the customer wallet and can be withdrawn or used for future bookings.
For cash-based jobs: there is no escrow hold. The customer pays the provider directly. The provider owes the platform a commission, which accumulates as a debt balance and must be settled periodically. Cash jobs do not qualify for escrow refunds.
If a customer is dissatisfied with a service, they may raise a dispute. A dispute may be resolved with one of the following outcomes: full payout to provider, partial refund to customer, full refund to customer, or no action.
Disputes are first investigated by an assigned Area Agent. If unresolved, they may be escalated to a platform administrator for a final decision.
Refunds from disputes are credited to the customer wallet. The escrow release or clawback is reflected in the transaction history of both parties.
KIK-Konnect processes payments through a payment provider. Refunds to the original funding source (card or bank account) are subject to the payment provider's refund policies and timelines, which may take several business days to reflect.
Most refunds are issued as wallet credit for immediate reuse on the platform. Withdrawal of wallet credit to a bank account follows the standard payout schedule.
The following are generally non-refundable: tips added to a completed booking, emergency surcharges applied at booking time for urgent jobs, and commission debts owed by providers for cash jobs.
Wallet top-up transactions that have already been spent on bookings cannot be reversed; only the unused wallet balance is refundable.
We may update this Refund Policy from time to time. Material changes will be communicated via email or in-app notification. Continued use of the platform after changes constitutes acceptance of the updated policy.
For refund requests or questions about this policy, contact us:
Email: hello@kik-konnect.com
Phone: +234 8101218869
Address: 91 Obafemi Awolowo Way, Ikeja, Lagos State, Nigeria
By using KIK-Konnect, you acknowledge that you have read and understood this Refund Policy.