Refund & Cancellation Policy

1 How payments are held

GreenHand is a marketplace that connects South African homeowners ("Clients") with independent garden service professionals ("Gardeners"). When a Client accepts a quote and pays for a booking, the funds are collected securely through our payment provider, Paystack, and held in escrow.

Money is not released to the Gardener at the time of payment. It is held safely until the Client confirms the job has been completed to their satisfaction, or until the job is auto-confirmed as described below. This protects both parties and is the basis for the refund rules that follow.

2 Client cancellations

If you cancel a booking that you have already paid for, a flat 20% cancellation fee is retained to cover costs already incurred (such as payment-processing and administration), and the remaining 80% is refunded to your original payment method.

• The refund is processed automatically at the time you cancel a paid booking — you do not need to request it separately.
• Cancelling a booking before you have paid is free of charge.
• A no-show (the Gardener arrives but cannot access the property) may be treated as a cancellation, in which case the same 20% fee applies.

You can cancel a booking from your GreenHand dashboard, or by contacting support@greenhand.co.za.

3 Gardener cancellations

• If a Gardener cancels, or fails to attend without reasonable cause, you receive a full refund of the amount paid.
• Wherever possible, GreenHand will help you find a replacement Gardener so your job can still go ahead.
• Repeated cancellations by a Gardener may result in suspension of their account.

4 Job completion & escrow release

After the Gardener marks a job complete (with photos and GPS check-in/out records), you will be asked to confirm the work. Funds are released from escrow to the Gardener only once you confirm completion.

If you do not confirm or raise a dispute within 72 hours of the Gardener marking the job complete, the booking may be auto-confirmed and the escrow released. If something is wrong with the work, raise a dispute before this window closes (see section 6).

5 How refunds are processed

• Approved refunds are returned to your original payment method via Paystack.
• Refunds are typically processed within 3–10 business days of approval, subject to Paystack and your bank's timelines.
• GreenHand's platform service fee is only charged on completed jobs; where a full refund is due, no service fee is retained.
• GreenHand is not liable for delays caused by third-party payment processors or banks.

6 Disputes & unsatisfactory work

If a job is not done to the agreed standard, open a dispute from your dashboard before confirming completion. Our team reviews the evidence from both parties (messages, photos, GPS records) and issues a fair determination, which may include a full refund, a partial refund, release of funds to the Gardener, or a split of the escrow amount.

7 Contact us

For any refund or cancellation query:

• Support: support@greenhand.co.za
• Website: www.greenhand.co.za

This Refund & Cancellation Policy forms part of, and should be read together with, our Terms and Conditions and Delivery Policy.