Cancellation & Refund Policy

BeeSeek’s cancellation system uses a balanced escrow approach to protect both Clients and Agents. All cancellations are processed within an atomic database transaction to ensure data integrity.

1. JOB LIFECYCLE

A Job progresses through the following steps once active:

All Set → Materials Purchased → On The Way → Arrived → Started → Finished

Terminal statuses: Completed, Cancelled, Escalated.

2. SELF-SERVICE CANCELLATION

At the “All Set” stage (payment made, job confirmed), both parties may cancel via the in-app cancel button. A cancellation modal collects a required reason category and optional free-text context.

At any step beyond All Set, the cancel button is replaced with a “Contact Support” link. The backend API blocks cancellation entirely at the Started and Finished steps.

3. CLIENT CANCELLATION (AT ALL SET)

• Workmanship: 100% refunded to Client wallet.
• Transport Fare: NON-REFUNDABLE. Retained by agent as a booking commitment fee.
• Materials (not purchased): Refunded to Client.
• Materials (already purchased): Retained by Agent.
• Service Fee (₦200): NOT refunded. Retained by platform.
• Agent Commission (5%): Reversed. Platform does not profit.

Client-initiated cancellation is NOT recorded as an infraction.

4. AGENT CANCELLATION (AT ALL SET)

• Workmanship: 100% refunded to Client wallet.
• Transport Fare: Retained by Agent regardless of who cancels.
• Materials (not purchased): Refunded to Client.
• Materials (already purchased): Retained by Agent.
• Service Fee (₦200): REFUNDED to Client. Platform absorbs cost.
• Agent Commission (5%): Reversed. Platform does not profit.

Agent-initiated cancellation IS recorded as an infraction. Repeated infractions trigger escalating enforcement per our Service Level & Infraction Policy.

5. ADMIN FORCE-CANCEL

Administrators can force-cancel any active or escalated job with full financial reversal, regardless of job step. Details are covered in the Service Level & Infraction Policy.

6. POST-CANCELLATION ACTIONS

Upon cancellation, the system automatically:

1. Sets Job and Contract status to CANCELLED.
2. Applies all financial distributions within the same database transaction.
3. Clears the Agent’s booking status (available for new jobs).
4. Broadcasts availability change in real-time via WebSocket.
5. Sends push notifications to the non-cancelling party with the reason.

7. CANCELLATION AUDIT

Every cancellation creates a permanent audit record containing: who initiated it, the reason, infraction status, refund amount, agent retention amount, and timestamp. Administrators have access via the Integrity Care dashboard.

8. NON-CANCELLABLE STEPS

At steps beyond All Set, both apps display a “Contact Support” link. Support mediation may result in partial refunds, job escalation, material custody arrangements, or full resolution under the Dispute Resolution Policy.

9. ERRAND REQUEST TAKE-DOWN

For pre-contract errand requests, Clients can take down eligible requests in-app (Open, Negotiating, Assigned). If a linked contract has already progressed to paid or active work states, take-down is blocked and support flow applies.

10. NO REFUNDS AFTER PAYMENT RELEASE

Once escrow payment is released (manually by client or via 72-hour automatic release), the Job is considered COMPLETED. Post-completion refunds are handled exclusively through the Dispute Resolution Policy.

11. CONTACT

For cancellation-related inquiries or support-mediated cancellations:

• Email: support@beeseek.site
• In-App: Support Hub → Create Ticket (select the relevant Job)