Legal
Refund Policy
Last updated November 5, 2026
A refund returns the amount the customer paid for a job that is cancelled before it is completed. Refunds are in Zambian kwacha and are sent by mobile money through Lipila. This policy covers the FixConnect app in Zambia.
1. Jobs that have not been paid
In ShortCancelling before payment does not create a charge, so there is nothing to refund.
The customer or the hired provider can cancel a job that is still a request, waiting on quotes, or waiting on payment. A pending invoice is cancelled with the job. No mobile money prompt is collected.
2. Paid jobs that are not completed
In ShortCancelling a paid job refunds the full amount the customer paid, including the customer service fee.
The customer or the provider on the job can cancel while the job is in progress. FixConnect support can cancel on the same terms. A completed job cannot be cancelled in the app and is not refunded through this flow.
When a paid cancellation succeeds:
- The provider’s wallet credit for that job is reversed, including the effect of the platform fee.
- The full amount the customer paid — the service price plus the customer service fee — is sent to the mobile money number used for that payment. If we do not have that number, we use the phone number on the customer account.
- The invoice and the job are marked cancelled.
Arrival of the refund depends on the mobile money provider. FixConnect does not charge a separate refund fee.
3. When an automatic refund cannot finish
The job stays open, and the payment stays in place, if the refund does not go through. That happens when:
- The provider has already withdrawn the earnings for that job, so the wallet no longer holds enough to reverse the credit.
- There is no mobile money number we can send the refund to.
- Lipila rejects the refund disbursement.
Email support@fixconnect.app with the job details. We will not mark the job cancelled until the customer has been refunded.
4. Completed work
The app does not offer a partial refund or a refund after the provider marks the job complete and uploads the completion photo. If the work was not done as agreed, contact support@fixconnect.app. Support can review the job, the payment, and the completion photo. There is no automatic refund for a quality complaint.
5. Fees on a refund
A successful refund returns the customer service fee as part of the amount paid. The provider does not keep the payout for that job, because the wallet credit is reversed. Fee rates are described on the Fees page. How the original charge is taken is described in the Payment Policy.