Refund Policy

Last updated: August 01, 2024

Thank you for using Alio Hub, operated by D2D Transit (Pty) Ltd ("D2D Transit", "we", "our", or "us"). This Refund Policy explains the terms and ​conditions under which refunds are provided for services booked through our platform.

1. Booking and Payment

Customers use Alio Hub to book services provided by independent service providers. Payments for these services are processed securely ​through the Paystack payment gateway. Once payment is successfully made, the service booking details are confirmed and displayed in the ​customer's account within the Alio Hub app.

2. Refund Eligibility

Refunds may be eligible under the following circumstances:

Service Provider Cancellation: If a service provider cancels the service after payment has been made, and an alternative arrangement cannot be ​agreed upon, a refund may be issued.

Non-Performance: If the service provider does not perform the service within the agreed-upon time frame, and efforts to reschedule or find a ​suitable replacement are unsuccessful, a refund may be issued.

Customer Cancellation: Customers can cancel their booking without any cancellation fees. A refund may be issued upon customer cancellation if ​the service has not yet been provided or initiated.

3. Refund Process

To request a refund, customers must:

Contact Alio Hub support through the provided channels within the app.

Provide relevant booking details and reasons for the refund request.

Alio Hub will review the request and communicate the decision regarding the refund eligibility. The customer will be kept informed throughout ​the process.

4. Refund Conditions

Refunds will be processed through our admin team, not through the app.

Refunds will be paid using the original payment method.

Eligible refunds will be paid within 4 working days from the date of the refund request.

Depending on the payment method and financial institution, refunds may take several business days to reflect in the customer's account.

Alio Hub reserves the right to deny refund requests that do not meet the eligibility criteria outlined in this policy.

5. Compliance with Paystack Policies

As our payment processor, Paystack's policies and procedures may influence the processing time and conditions of refunds. Alio Hub will ​comply with Paystack's requirements to ensure a smooth and secure refund process.

6. Dispute Resolution

In cases where a customer and service provider dispute the refund eligibility, Alio Hub will mediate to facilitate a fair resolution. Our goal is to ​ensure transparency and customer satisfaction while respecting the independence of service providers listed on our platform.

7. Contact Us

If you have any questions about this Refund Policy, please contact us at aliohubspot@gmail.com or through the support channels available within the Alio ​Hub app.