GikoTasks · gikotasks.com
Refund Policy
What you are entitled to and how to claim it.
Effective May 2026 · Version 1.0 · Ref: GT-REF-001 · 3 Dropouts Doctors Ltd · Kigali, Rwanda
Our Refund Promise
GikoTasks is built on one guarantee: you pay only when the job is done.
If that promise is not kept, you get your money back. This policy explains exactly when, how much, and how quickly.
Questions about a refund? Contact us on WhatsApp: +250 788 432 705. Response time: within 2 hours on any dispute.
1. Our Core Promise
GikoTasks holds your payment from the moment you book. Your money is not released to the Tasker until you confirm the job is complete and you are satisfied. This means:
- You are never paying for a service that has not been delivered
- You are never paying in advance to a person you have not yet met
- If something goes wrong, your money is still in our hands — not already paid out
How payment works
- You pay via MoMo or Airtel Money when you confirm your booking.
- GikoTasks holds the payment securely.
- The Tasker completes the job.
- You confirm completion in the app.
- Payment is released to the Tasker. Only then.
2. When You Get a Full Refund — 100%
You are entitled to a full refund in the following situations. No questions asked.
2.1 Tasker Does Not Show Up
What this covers
Your Tasker confirmed the booking but never arrived at the agreed time and location. You waited and they did not show, respond to WhatsApp, or call. This includes arriving more than 60 minutes late with no prior communication.
- Full 100% refund of the booking amount
- Refund processed within 48 hours of your report
- You will also be offered a free rebook with a different Tasker if you still need the service
- How to claim: WhatsApp +250 788 432 705 with your booking reference and the words 'Tasker no-show'
2.2 GikoTasks Cancels Your Booking
What this covers
- GikoTasks is unable to find a suitable Tasker for your booking.
- GikoTasks cancels the booking for operational reasons.
- Your booking is cancelled due to a platform error on our side.
- Full 100% refund of the booking amount
- Refund processed within 24 hours of cancellation notification
- We will also prioritize your rebook at no additional cost if you choose to rebook
2.3 Confirmed Service Failure
What this covers
- The job was completed but the quality is confirmed by GikoTasks to be significantly below standard.
- The Tasker used wrong materials or methods that caused a clearly worse outcome than before.
- Evidence is required: photos within 24 hours of job completion.
- Full 100% refund OR a free rebook with a different Tasker — your choice
- You must report within 24 hours of job completion with supporting photos
- GikoTasks will review evidence within 48 hours and issue a decision
- Refund processed within 48 hours of the decision
- How to claim: WhatsApp +250 788 432 705 with photos and your booking reference
2.4 Safety Incident Caused by the Tasker
What this covers
- The Tasker's conduct or negligence caused a safety incident during the job.
- You or a household member was put at risk due to the Tasker's actions.
- Full 100% refund regardless of investigation outcome
- Refund processed immediately upon report
- GikoTasks will also open a full investigation and suspend the Tasker pending review
- How to claim: call or WhatsApp +250 788 432 705 immediately — do not wait
3. When You Get a Partial Refund
In some situations a partial refund is appropriate rather than a full refund. GikoTasks will determine the amount based on the evidence available.
3.1 Job Partially Completed
What this covers
- The Tasker completed part of the agreed job but not all of it.
- The incomplete portion is clearly defined and evidenced by photos.
- The scope of the job was clearly agreed at the time of booking.
- Refund of the proportional value of the uncompleted work
- Example: 3-room clean agreed, only 2 rooms done — refund is approximately 33% of the booking
- GikoTasks determines the proportional value based on the job description
- You must report within 24 hours of job completion with supporting photos
- Partial refund processed within 48 hours of the decision
3.2 Minor Quality Issues — Not a Full Service Failure
What this covers
- The job was mostly completed to an acceptable standard but had specific shortcomings.
- The issues do not constitute a complete service failure but are a legitimate complaint.
- Evidence is provided within 24 hours of job completion.
- A goodwill credit of 20% to 50% of the booking value applied to your next booking
- This is at GikoTasks discretion based on evidence reviewed
- Credits are applied to your GikoTasks account within 48 hours
- Credits do not expire and are applied automatically to your next booking
4. When a Refund Is Not Issued
GikoTasks will not issue a refund in the following situations. We explain the reasoning for each so our policy is fully transparent.
No refund situations
You are not satisfied with the result but the job was completed as described
If the Tasker delivered exactly what was listed in the booking description and completed it professionally, dissatisfaction with the scope does not entitle you to a refund. Example: you booked a standard clean and expected a deep clean. The solution is to book the correct service next time.
You changed your mind after the Tasker arrived
Once a Tasker has arrived at your location and is ready to start, cancelling the booking is subject to a cancellation fee of 50% of the booking value. The Tasker has committed their time and travel to your job.
You report more than 24 hours after job completion
All quality complaints and damage reports must be submitted within 24 hours of job completion with supporting photos. Reports made after this window cannot be verified against the before/after photo record and will not be processed.
You confirmed job completion in the app and then raised a dispute
Pressing the confirm button in the app releases payment to the Tasker and signals your satisfaction. Once confirmed, disputes are handled as goodwill cases only and are not eligible for a full refund.
The booking was paid in cash directly to the Tasker
GikoTasks can only refund payments processed through the platform. Cash payments made directly to a Tasker bypass our payment protection system. After your first booking, all payments must go through the platform for you to be protected.
Damage that existed before the Tasker arrived
If the before photo uploaded by the Tasker shows pre-existing damage, GikoTasks cannot attribute that damage to the Tasker. This is why before photos are mandatory for every job.
5. Cancellation Fees
Cancellation fees exist to protect Taskers who have committed their time to your booking. The fee depends on how much notice you give.
| Situation | Refund Amount | Timeline |
|---|---|---|
| You cancel more than 24 hours before the job | Full refund — no fee | Refund within 24 hours |
| You cancel 2–24 hours before the job | Full refund — no fee | Refund within 24 hours |
| You cancel less than 2 hours before and Tasker is en route | 70% refund — 30% cancellation fee charged | Refund within 48 hours |
| Tasker has arrived and you cancel or are not home | 50% refund — 50% cancellation fee charged | Refund within 48 hours |
| Tasker arrives and waits 30+ minutes — you do not respond | No refund — full booking charged | N/A |
| GikoTasks cancels for operational reasons | 100% full refund | Refund within 24 hours |
| Tasker cancels — any time | 100% full refund | Refund within 24 hours |
Why we charge cancellation fees
- A Tasker who travels to your home has spent money on transport and committed hours of their day.
- Late cancellations prevent them from accepting other bookings for that time slot.
- The cancellation fee compensates them for their lost time and ensures GikoTasks remains fair to both sides.
- 50% of every cancellation fee collected is paid directly to the affected Tasker.
6. How to Claim a Refund
Every refund claim follows the same simple process. The faster you report, the faster it is resolved.
- 1Contact GikoTasks on WhatsApp: +250 788 432 705 with your booking reference number. Your booking reference is found in your confirmation message. If you cannot find it, your name and the date of the booking is enough.
- 2Describe what happened clearly and specifically. Which part of the job was not done? What damage occurred? What did the Tasker do or not do?
- 3Send supporting photos if your claim involves quality issues or damage. Photos must be taken within 24 hours of job completion. The clearer the photos, the faster the resolution.
- 4GikoTasks acknowledges your claim within 2 hours and begins review. If we need more information, we will ask via WhatsApp.
- 5GikoTasks reviews the before/after photos, booking records, and both parties' statements. This takes up to 48 hours.
- 6A decision is communicated to you via WhatsApp. If a refund is approved, it is returned to the MoMo or Airtel Money number used for the original payment within 48 hours of the decision.
What to include in your WhatsApp message
- Your full name as registered on GikoTasks
- Your booking reference number (from your confirmation message)
- The date and time of the booking
- The name of the Tasker if known
- A clear description of the problem
- Photos if relevant to your claim
Response and resolution times
| Situation | Refund Amount | Timeline |
|---|---|---|
| Initial acknowledgment of your claim | Guaranteed | Within 2 hours of WhatsApp message |
| Standard dispute review | Guaranteed | Within 48 hours of claim submission |
| Safety or emergency incident | Guaranteed | Within 1 hour — call us |
| Refund payment to MoMo or Airtel | After decision | Within 48 hours of approved decision |
| Appeal of a decision | Available | Escalated to founder within 72 hours |
7. Refunds for B2B Subscription Clients
Hotels, offices, NGOs, and property managers on a GikoTasks subscription have the following refund rights in addition to the standard policy above.
- Monthly subscription fees are non-refundable once the billing period has started
- Unused bookings within a month do not roll over to the following month — they expire at month end
- If GikoTasks is unable to provide the subscribed service level for more than 7 consecutive days: a pro-rata credit is applied to the following month
- If a B2B client cancels their subscription with the required notice period: the final month is billed and no further fees are charged
- If GikoTasks terminates a B2B subscription for breach of the Service Agreement: no refund is issued for the current billing period
- Individual bookings that fail under a B2B subscription are subject to the same refund terms as individual client bookings in Sections 2 and 3
8. General Provisions
8.1 Refund Method
- All refunds are returned to the original payment method used for the booking
- MoMo payments are refunded to the same MoMo number used at booking
- Airtel Money payments are refunded to the same Airtel number used at booking
- Cash payments made on a first booking are refunded via MoMo or Airtel — you must provide a number
- GikoTasks does not issue refunds in cash under any circumstances
8.2 Currency
- All refunds are issued in Rwandan Francs (RWF)
- GikoTasks is not responsible for any exchange rate differences if you converted currency to pay
8.3 Fraudulent Claims
- GikoTasks takes fraudulent refund claims seriously
- Clients who submit false damage claims, fabricated photos, or repeated dishonest disputes will have their accounts suspended
- GikoTasks reserves the right to pursue legal remedies for fraudulent claims under Rwandan law
8.4 Changes to This Policy
- GikoTasks may update this Refund Policy at any time
- Registered users will be notified via WhatsApp at least 14 days before significant changes take effect
- The current version is always available at gikotasks.com/refunds
8.5 Governing Law
- This Refund Policy is governed by the laws of the Republic of Rwanda
- Disputes that cannot be resolved through GikoTasks' internal process may be referred to the Rwanda Consumer Protection Commission or the courts of Kigali
8.6 Contact
Contact GikoTasks
WhatsApp: +250 788 432 705 — for all refund claims and questions
Email: [email protected]
Website: gikotasks.com/refunds
Response guaranteed within 2 hours during 7:00 AM to 8:00 PM, 7 days a week.
See also our Terms of Service and Privacy Policy.