Cancellation & Refund Policy

Effective date: 31 May 2026

This Cancellation and Refund Policy outlines the terms under which customers may cancel bookings made through the Martket platform and the applicable refund entitlements. This policy is designed to balance fairness to both customers and service providers (SMMEs), and complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) of South Africa.

1. Scope

This policy applies to all bookings made by customers through the Martket mobile application for services provided by registered SMMEs (Small, Medium, and Micro Enterprises) on the platform.

2. Cancellation Window & Refund Tiers

Customers may cancel a confirmed booking at any time before the scheduled service. The refund amount depends on how far in advance the cancellation is made:

100%
24+ hours before service Full refund — the entire booking amount is returned.
50%
12–24 hours before service Partial refund — half of the booking amount is returned.
0%
Less than 12 hours before service No refund — the full booking amount is forfeited.

The "scheduled service time" refers to the confirmed date and time of the booked appointment as displayed in the customer's booking confirmation.

3. How to Cancel

Customers can cancel a booking directly through the Martket app:

  1. Navigate to "My Bookings" in the app.
  2. Select the booking you wish to cancel.
  3. Tap the "Cancel" button.
  4. Review the refund information displayed in the cancellation confirmation prompt.
  5. Confirm the cancellation.

Upon cancellation, you will see a summary of your refund entitlement before confirming. Refunds are processed automatically to the original payment method.

4. Refund Processing

  • Refunds are processed within 5–10 business days to the original payment method.
  • If payment was made via EFT or instant payment, the refund will be returned to the same bank account.
  • Card refunds may take up to 10 business days depending on your bank.
  • You will receive a notification confirming the refund amount and estimated processing time.

5. Service Provider (SMME) Cancellations

If a service provider cancels a confirmed booking:

  • The customer receives a 100% refund regardless of timing.
  • The customer will be notified immediately of the cancellation.
  • Repeated cancellations by a service provider may result in account review or suspension.

6. No-Shows

If a service provider does not arrive or is unable to complete the booked service ("no-show"):

  • The customer is entitled to a 100% refund.
  • The customer should report the no-show via the app within 24 hours of the scheduled service time.
  • Martket will investigate and process the refund within 5 business days.

If a customer is not available at the agreed time and location ("customer no-show"), no refund will be issued as the service provider prepared for and allocated time for the appointment.

7. Exceptions

Martket may, at its discretion, grant exceptions to the standard refund tiers in the following circumstances:

  • Emergency situations (medical emergency, family bereavement) — supporting documentation may be requested.
  • Natural disasters or circumstances beyond the customer's control (load shedding affecting the service, severe weather).
  • Platform errors or technical failures that prevented timely cancellation.
  • The service provider changed the service terms, price, or schedule after confirmation.

To request an exception, contact our support team at support@martket.co.za with your booking reference and a brief explanation.

8. Partial Services & Disputes

If a service was partially completed or not performed to the agreed standard:

  • Customers should first attempt to resolve the issue directly with the service provider through the in-app messaging feature.
  • If unresolved, customers may raise a dispute within 48 hours of the scheduled service time.
  • Martket will review the dispute and may issue a partial or full refund based on the circumstances.
  • Both parties will be given the opportunity to provide evidence (photos, messages, etc.).

9. Cooling-Off Period (CPA Section 44)

In accordance with Section 44 of the Consumer Protection Act, customers who book services through direct marketing (e.g., receiving a promotional push notification and booking immediately) have the right to cancel within 5 business days of the booking confirmation without penalty, provided the service has not yet been rendered.

10. Amendments to This Policy

Martket reserves the right to update this Cancellation and Refund Policy at any time. Changes will be communicated via in-app notification and will take effect 14 days after notification. Bookings made before the effective date of any change will be governed by the policy in effect at the time of booking.

11. Contact Us

If you have questions about this policy or need assistance with a cancellation or refund, please contact us:

  • Email: support@martket.co.za
  • In-app: Profile → Help & Support → Contact Support
  • Response time: Within 2 business days

This policy forms part of the Martket Terms of Service. By using the Martket platform, you agree to be bound by this Cancellation and Refund Policy.