Last updated 19 August 2026

The principle

Cancelling before anyone has spent time or money on your job costs nothing. Once a provider has committed travel time, a fee covers that time. Nothing in this policy is discretionary or applied by surprise — every fee below is shown in the app at the moment you cancel, before the cancellation is confirmed.

Customer cancellations

  • Before a provider accepts — free. Nothing has been charged and nothing is held.
  • After acceptance, before dispatch — free. The held amount is released back to you in full.
  • After the provider is en route — a call-out fee of Ksh 500, or 10% of the quoted value, whichever is lower. The remainder is released back to you.
  • After the provider has arrived — a call-out fee of Ksh 1,000, or 20% of the quoted value, whichever is lower.
  • After work has begun — you pay for work completed to that point, assessed from the job record and any photographs. Materials already purchased are chargeable.

Scheduled bookings

  • Cancel more than 12 hours before the slot — free.
  • Cancel within 12 hours of the slot — a call-out fee of Ksh 500 applies.
  • Recurring bookings can be paused or cancelled at any time without affecting past jobs.

Emergency and priority bookings

Priority requests dispatch immediately, which means the free window is short by design. Once a provider has accepted and set off for a priority job, the en-route fee applies. Where an emergency resolves itself before the provider arrives, tell them through the app rather than simply cancelling — providers routinely waive the fee in that situation and support will record it.

When a provider cancels

  • You are never charged anything when a provider cancels.
  • Held funds are released back to you in full and immediately.
  • Jobika re-dispatches to the next available qualified provider automatically.
  • Repeat cancellation affects a provider’s standing and, past a threshold, their account.

No-shows

If a provider accepts and does not arrive within the agreed window without communicating, report it from the job screen. The job is cancelled at no cost to you, funds are released, and the incident is recorded against the provider.

If a customer is not present when a provider arrives at a confirmed booking, the arrival fee applies. Providers wait a reasonable period and attempt contact through the app before recording a no-show.

Refunds

  • Held funds released on cancellation return to your original payment method.
  • M-Pesa refunds typically settle within 24 hours.
  • Card refunds typically settle within 5 to 10 working days, depending on your bank.
  • Refunds arising from a dispute are processed once the dispute concludes.

Disputing a cancellation fee

If you believe a cancellation fee was applied wrongly, raise it in the app within 48 hours. Support reviews the dispatch timestamps, the messages and the location record, and reverses the fee where the record supports you.

Contact

Questions about a specific cancellation: support@jobika.info.ke or 0787 887 887. Please include the job reference.