Refund & Cancellation Policy
This policy explains how booking cancellations and provider Recharge refunds are handled on DigiKaragir. Because our model is commission-free, the way money flows is a little different from other platforms — please read carefully.
1. How payments work on DigiKaragir
Customers pay professionals directly for the Visit Charge and any agreed work. DigiKaragir does not collect the Visit Charge and charges customers no booking fee or commission. As a result, there is no service payment held by us to refund for a booking.
Separately, providers pay DigiKaragir a Recharge fee for platform visibility. This policy covers both booking cancellations and Recharge refunds.
2. Customer cancellations
You can cancel an eligible booking from the app before the professional completes the visit, within the cancellation stages shown in the app (for example, while the booking is pending, accepted or en route). Since you have not paid DigiKaragir, no platform refund is involved.
If you have already paid a professional directly for any reason, any refund of that amount is a matter between you and the professional. We encourage clear, upfront agreement on the Visit Charge before work begins.
3. Provider cancellations
Providers may cancel within defined stages of a booking and, in later stages, must select a reason category. Frequent cancellations or no-shows may affect a provider's standing on the Platform. Cancellation details are recorded to keep the marketplace fair for everyone.
4. Provider Recharge refunds
Recharge purchases give a provider time-bound visibility on the Platform. Once a Recharge is active and visibility has been provided, Recharge fees are generally non-refundable, except where required by law or in the case of a verified billing error on our side.
If a Recharge could not be activated due to a technical failure on our side, we will either activate it or refund the amount.
5. Failed or duplicate payments
If a Recharge payment fails but an amount was debited, or a duplicate charge occurs, the amount is typically auto-reversed by the payment provider to the original payment method. If you do not see the reversal within the standard timeline of your bank or payment provider, contact us and we will help you follow up.
Approved refunds, where applicable, are made to the original payment method. Timelines depend on your bank or payment provider.
6. Coupons and referral rewards
Discounts from coupons or referral rewards reduce the amount payable at the time of a Recharge and have no independent cash value. They are not refundable and are subject to the terms shown in the app. Rewards obtained through misuse may be reversed.
7. How to request help
For any refund or cancellation question, raise a support ticket in the app or email us at support@digikaragir.com with your order or Recharge reference. Unresolved grievances can be escalated to our Grievance Officer at grievance@digikaragir.com.
This page is provided for general information and does not constitute legal advice. For the authoritative policy that governs your use of the app, please refer to the version presented in the DigiKaragir mobile application.