Cancellation and Refunds

Last updated: 30 August 2026

Cancelling a booking

You can cancel a booking in the app at any time before the work starts, at no charge. Please do it as early as you can, so the provider can take other work instead.

If the provider cancels

A provider may cancel if they cannot reach you, cannot access the property, or the job turns out to be substantially different from what was described. You will be notified in the app and are free to book someone else.

How refunds work

Because customers pay providers directly — in cash or from the Sadouak wallet — Sadouak does not hold your money, so there is usually nothing for us to refund. If work was not done, or not done as agreed, raise it with the provider first through the in-app chat. Most problems are settled there.

Wallet balance

Money you have added to your Sadouak wallet stays yours. If a booking paid from the wallet is cancelled before the work starts, the amount is returned to your wallet.

If you cannot agree

Contact us at support@sadouak.com with the booking reference. We will look at the booking record, the chat, and the payment confirmations from both sides, and help the two of you reach a fair outcome. Where a provider is repeatedly at fault, we act on their account.