Effective Date: [29 July, 2026]

At Khidma, we strive to provide a reliable and transparent experience for both customers and service providers. This Refund Policy explains the circumstances under which refunds may be issued for services booked through the Khidma platform.

By using Khidma, you agree to the terms outlined in this Refund Policy.

1. General Refund Principles

Refund eligibility depends on several factors, including:

• The type of service booked
• The stage of the booking process
• Whether the service has been completed
• The reason for the refund request
• The outcome of any investigation conducted by Khidma

All refund requests are reviewed individually to ensure a fair resolution for all parties involved.

2. Cancellations Before Service Begins

Customer-Initiated Cancellation

Customers may cancel a booking before the scheduled service time.

Refund eligibility may vary depending on when the cancellation is made:

• Cancellations made sufficiently in advance of the scheduled appointment may qualify for a full refund.
• Cancellations made shortly before the service time may incur a cancellation fee.
• If the service provider has already traveled to the service location, additional charges may apply.

Any applicable fees will be communicated during the cancellation process.

Provider-Initiated Cancellation

If a service provider cancels a confirmed booking and no suitable replacement provider can be arranged, the customer will generally be eligible for a full refund of any prepaid amount.

3. No-Show Situations

Service Provider No-Show

If the assigned service provider fails to arrive within a reasonable timeframe and does not communicate a valid reason, customers may be eligible for:

• A full refund, or
• A rescheduled appointment at no additional charge

Khidma may review booking records and communication logs before processing a refund.

Customer No-Show

If the customer is unavailable at the scheduled location, does not respond to contact attempts, or fails to provide the access required to perform the service, the booking may be considered complete for cancellation purposes, and refund eligibility may be limited.

4. Fixed-Price Service Refunds

For fixed-price services, refunds may be considered when:

• The service was not delivered.
• The provider was unable to perform the requested service.
• The service delivered significantly differed from the original booking description.
• A verified issue affected the quality or completion of the service.

Refund amounts may be partial or full depending on the circumstances and the portion of work completed.

5. Hourly Service Refunds

For hourly services, charges are typically based on the actual time worked.

Refund requests may be reviewed if:

• Incorrect working hours were recorded.
• The service was interrupted due to provider-related issues.
• Billing errors occurred.

Where appropriate, adjustments may be made to the final charge rather than issuing a full refund.

6. Service Quality Concerns

If you are dissatisfied with a completed service, you should report the issue through Khidma’s support channels as soon as possible.

To assist with the review process, customers may be asked to provide:

• Photos or videos
• Booking details
• A description of the issue
• Relevant communication records

After review, Khidma may determine an appropriate resolution, which may include:

• Partial refund
• Full refund
• Service credit
• Re-service by the same or another provider
• Other reasonable corrective measures

7. Payment Errors and Duplicate Charges

If you believe you have been charged incorrectly, charged more than once, or experienced a payment processing error, please contact Khidma support promptly.

Verified payment errors will be corrected, and eligible refunds will be processed accordingly.

8. Non-Refundable Situations

Refunds may not be granted in situations including but not limited to:

• Change of mind after successful service completion
• Dissatisfaction based on personal preference when services were delivered as described
• Customer absence at the scheduled appointment
• Failure to provide accurate booking information
• Delays caused by circumstances outside the provider’s reasonable control
• Requests submitted long after service completion without supporting evidence

9. Refund Processing Time

Approved refunds will be processed through the original payment method whenever possible.

Processing times may vary depending on:

• Payment provider
• Banking institution
• Payment method used

While many refunds are completed sooner, processing may take several business days before funds appear in the customer’s account.

10. Service Credits

In certain situations, Khidma may offer account credits instead of monetary refunds. Service credits may be used toward future bookings on the platform and may be subject to expiration periods and usage conditions.

11. Fraud Prevention

Khidma reserves the right to deny refund requests that appear fraudulent, abusive, misleading, or inconsistent with platform records.

Users who repeatedly misuse the refund process may face account restrictions, suspension, or permanent removal from the platform.

12. Policy Updates

Khidma may update this Refund Policy from time to time to reflect operational, legal, or business changes. Updated versions will be published on the platform with a revised effective date.

13. Contact Us

For refund requests, billing concerns, or questions about this policy, please contact Khidma support via the contact options on the website or mobile application.

Our team will review each request fairly and work toward an appropriate resolution whenever possible.