Refund and Cancellation Policy

Last updated: November 15, 2025

1. Payment Model Clarification

Splash N Go operates on a pre-authorization model using our payment partner, Paystack. When a booking is confirmed, the full amount is placed on hold (pre-authorized) on the customer's payment method. The payment is only captured and settled after the service is successfully completed by the Washer.

2. Customer Cancellation

• Cancellation Before Service Start: If a customer cancels a booking at any time before the Washer marks the service as 'Started' in the app, the pre-authorized hold on the funds will be voided immediately. The funds will be released by the customer's bank, typically within 1-3 business days.
• Cancellation After Service Start: Once the Washer has arrived at the location and marked the service as 'Started', the booking cannot be canceled by the customer via the app. Any request for cancellation at this point must be directed to customer support and may incur a cancellation fee up to the full booking amount.

3. Washer Cancellation

If a Washer cancels the booking (e.g., due to weather, location issues, or unforeseen circumstances), the customer will be notified, and the pre-authorized hold on the funds will be voided immediately. The customer will not be charged.

4. Service Quality Disputes and Refunds

• Reporting Issues: If you are dissatisfied with the service quality or allege any damage occurred during the wash, you must notify Splash N Go Customer Support by emailing info@splashngo.com within 24 hours of the job completion time.
• Investigation: Splash N Go will investigate the dispute, which may involve reviewing photo evidence from the Washer and communicating with both parties.
• Resolution: If a quality issue is confirmed, the customer may be offered a full refund, a partial refund, or a complementary re-wash at our discretion.

5. Refund Processing

All approved refunds (i.e., funds that were captured) will be processed back to the original payment method via Paystack. Refunds typically take 5–10 business days to reflect in the customer's account, depending on their bank's processing times.