TAJATAJA policy
Refund & Cancellation Policy
When you can cancel free, what a late cancellation costs, and how a refund reaches you.
Overview
This policy forms part of our Terms of Service and explains when cancellations and refunds apply. In short: cancel more than 3 hours before your appointment for a full refund; cancel inside that window and 50% of the service price goes to the Professional for holding the slot, with the rest — including any tip in full — returned to you; if the Professional cancels or does not show, you receive a full refund; and if a delivered service had a genuine problem, raise it within 48 hours and we will review it fairly based on the booking record. Refunds are administered by TAJA from funds it holds; this policy governs that administration and does not enlarge TAJA's liability beyond the Terms.
Free cancellation window
A Client may cancel a booking in the app, free of charge, up to 3 hours before the start time of the appointment, while the booking is Requested or Confirmed. Cancel from the booking's tracking screen and the full amount is refunded. Cancelling exactly 3 hours before is still free — the fee applies only inside the window. A booking with no scheduled start time is always free to cancel.
Late cancellation (inside 3 hours)
Cancelling less than 3 hours before the appointment is a late cancellation. The Professional had already turned down other work for that slot, so 50% of the service price goes to them for holding the time. The remainder is refunded to you, and any tip is returned in full — a tip is for work that was done. TAJA takes no commission from a late-cancellation fee; the whole of it goes to the Professional. If a promotional discount meant you paid less than the fee, the fee is capped at what you actually paid for the service and you are never charged more. A fee never comes out of a tip. The exact amounts are shown to you in the app before you confirm the cancellation.
After the Professional is on the way
Once a booking is En Route, Arrived or In Progress, the in-app cancel button closes because the Professional has committed time and travel. To cancel at that stage, contact support (info@taja.co.ke). We review these case by case; where a refund is fair, a portion may be retained to fairly compensate the Professional's committed time and travel. This is an administrative allocation of held funds, not an admission of liability by TAJA.
If the Professional cancels or does not show
You receive a full refund. Repeated cancellations or no-shows also count against the Professional's standing and may lead to removal.
Problems with a delivered service
If a service was not delivered substantially as described, raise it within 48 hours of completion, with your booking reference. We review the booking record, the Professional's response and any photographs you provide, and may allocate a full or partial refund from held funds at our reasonable discretion. Requesting a refund never requires you to alter a review, and leaving a review never waives a refund.
How refunds are paid
Refunds are returned to the original payment method through the processor that took the payment, referencing the original transaction. We initiate approved refunds within one business day. M-Pesa typically reflects a refund within one to three business days; cards typically within five to ten business days depending on your bank. Timeframes are estimates outside TAJA's control once initiated.
What is not refundable
Services completed substantially as described. Client no-shows: if you booked at a Professional's studio and did not arrive within a reasonable grace period, the booking may be treated as completed and is not refundable. Issues caused by an inaccurate address, an unreachable phone, or an unsafe or unsuitable environment provided by the Client are assessed case by case and may not be refundable.
Fair use and abuse
Refunds protect honest users. We may review, limit or decline refunds, and may restrict or suspend accounts, where we reasonably believe the policy is being abused — for example, repeated unfounded claims, coordinated fraud, or attempts to obtain services for free.
Contact
Refund requests and questions: info@taja.co.ke. Include your booking reference, which is on your receipt.