Refund Policy

REFUND & CANCELLATION POLICY
Version: 1.0
Last Updated: 01/07/2026
Effective Date: 01/07/2026
This Refund & Cancellation Policy ("Policy") governs cancellations, refunds, rescheduling, and related matters for all services booked through the WinknZap Platform. This Policy should be read together with our Terms & Conditions and Payment Policy.

1. CANCELLATION BY CUSTOMERS
(a) Customers may cancel a booking through the Platform before the scheduled service.
(b) Cancellation charges, if applicable, shall depend on:
(i) the stage of the booking;
(ii) whether a Service Provider has been assigned;
(iii) whether the Service Provider has commenced travel;
(iv) whether the Service Provider has arrived at the service location; and
(v) any operational costs already incurred.
(c) WinknZap reserves the right to deduct applicable cancellation charges before processing any eligible refund.

2. CANCELLATION BY SERVICE PROVIDERS
(a) Service Providers shall only cancel confirmed bookings where reasonably necessary.
(b) Acceptable reasons may include:
(i) illness;
(ii) emergencies;
(iii) safety concerns;
(iv) unforeseen operational circumstances; or
(v) any other legitimate reason accepted by WinknZap.
(c) Repeated cancellations by a Service Provider may affect their performance score, booking priority, incentives, or continued access to the Platform.
(d) Where reasonably possible, WinknZap may assign a replacement Service Provider.

3. CANCELLATION BY WINKNZAP
(a) WinknZap reserves the right to cancel or reschedule any booking where:
(i) no suitable Service Provider is available;
(ii) operational limitations exist;
(iii) severe weather or natural disasters occur;
(iv) safety concerns arise;
(v) fraudulent or suspicious activity is detected;
(vi) incorrect booking information has been provided;
(vii) legal or regulatory requirements prevent service delivery; or
(viii) circumstances beyond the reasonable control of WinknZap make service delivery impractical.
(b) Where payment has already been made and the Customer is entitled to a refund, the refund shall be processed in accordance with this Policy.

4. RESCHEDULING
(a) Customers may request to reschedule a booking through the Platform.
(b) Rescheduling requests shall remain subject to:
(i) Service Provider availability;
(ii) operational capacity;
(iii) location coverage; and
(iv) reasonable notice.
(c) WinknZap does not guarantee that every rescheduling request can be accommodated.

5. REFUND ELIGIBILITY
Refunds may be considered where:
(a) WinknZap cancels the booking;
(b) payment has been successfully processed but the Service cannot be delivered;
(c) duplicate payment has occurred;
(d) payment has been incorrectly charged;
(e) the Customer has been charged due to a technical error;
(f) the Service cannot reasonably be completed due to circumstances attributable to WinknZap; or
(g) applicable law requires a refund.
Refunds are not guaranteed in every circumstance and shall be evaluated on a case-by-case basis.

6. NON-REFUNDABLE SITUATIONS
Refunds may be declined where:
(a) the Customer provides incorrect booking information;
(b) the Customer is unavailable at the scheduled service time;
(c) the Customer refuses access to the Service Provider without reasonable justification;
(d) cancellation occurs after services have been substantially completed;
(e) fraud, abuse, or misuse of the Platform is detected;
(f) the Customer violates the Terms & Conditions or other Company policies; or
(g) the circumstances fall outside this Policy or applicable law.

7. REFUND PROCESS
(a) Approved refunds shall generally be processed using the original payment method.
(b) Refund timelines may vary depending on:
(i) the payment method;
(ii) banking institutions;
(iii) payment gateway processing times; and
(iv) regulatory requirements.
(c) WinknZap shall make reasonable efforts to process approved refunds without unnecessary delay.

8. DISPUTED PAYMENTS
(a) If a Customer disputes a transaction, WinknZap may investigate the matter before issuing any refund.
(b) Users agree to cooperate by providing any information reasonably requested during the investigation.
(c) WinknZap reserves the right to temporarily withhold refunds while investigations are ongoing.

9. PROMOTIONAL OFFERS
(a) Promotional credits, coupons, referral rewards, cashback, loyalty points, membership benefits, and similar promotional incentives are generally non-refundable and may be subject to separate terms and conditions.

10. FORCE MAJEURE
(a) Refund eligibility may be affected where services are disrupted due to Force Majeure events including natural disasters, government restrictions, pandemics, civil disturbances, or other events beyond the reasonable control of WinknZap.

11. POLICY UPDATES
(a) WinknZap reserves the right to amend or update this Policy at any time.
(b) Updated versions shall become effective upon publication on the Platform unless otherwise stated.

12. CONTACT US
For any refund or cancellation enquiries, please contact:
WinknZap
Website: https://winknzap.com
Customer Support: support@winknzap.com
General Enquiries: contact@winknzap.com