Refund Policy

Effective Date: February 2026  |  Last Updated: February 2026

This Refund Policy explains when and how refunds are processed on the Konecktah platform ("Platform"), operated by RealtonSoft Consult ("we," "us," "our"). This policy should be read in conjunction with our Terms of Service.

1. Overview

Konecktah facilitates bookings between customers and service providers ("Businesses"). When a booking is cancelled under eligible circumstances, the customer may receive a refund of the service fee paid. Refunds are processed to the original payment method used for the booking.

2. Cancellation and Refund Eligibility

2.1 Customer-Initiated Cancellations

Timing of Cancellation Refund Eligibility
3 or more hours before the scheduled appointment Full refund of the service fee
Less than 3 hours before the scheduled appointment No refund

The cancellation time is determined by the time the cancellation request is submitted on the Platform, relative to the scheduled start time of the appointment.

2.2 Business-Initiated Cancellations

If a Business cancels a confirmed booking for any reason, the customer will always receive a full refund of the service fee, regardless of when the cancellation occurs.

2.3 No-Shows

If a customer fails to attend a confirmed booking and the Business marks the booking as a no-show:

  • The booking is not eligible for a refund.
  • The Business retains the full service fee.

Disputing a No-Show: If you believe you were incorrectly marked as a no-show, you may dispute the determination within 3 hours of the no-show marking by submitting evidence through the Platform. Konecktah will review the dispute and, if resolved in the customer's favour, issue a full refund.

2.4 Rescheduled Bookings

  • Rescheduling a booking does not trigger a refund. The original payment applies to the rescheduled appointment.
  • If a reschedule request is rejected by the Business and you choose not to keep the original appointment, standard cancellation rules (Section 2.1) apply.

3. What Is Refunded

3.1 Service Fee

The refund covers the full service fee paid by the customer for the booking, including any add-on services selected at the time of booking.

3.2 Platform Fee

The platform service fee (10% of the booking total, capped at GHS 1.00) charged to the Business is non-refundable. This fee is a charge to the Business and does not affect the customer's refund amount.

4. How Refunds Are Processed

4.1 Refund Method

Refunds are processed to the original payment method used for the booking:

  • Mobile Money (MTN MoMo, Vodafone Cash, AirtelTigo Money): Refunded to the same mobile money account.
  • Debit/Credit Card (Visa, Mastercard): Refunded to the same card.
  • Bank Transfer: Refunded to the same bank account.

4.2 Processing Time

Refunds are typically processed within 7 to 14 business days from the date the cancellation or dispute resolution is confirmed. The exact timing depends on:

  • The payment method used (Mobile Money refunds are generally faster than card refunds).
  • Processing times of our payment processor, Paystack.
  • Processing times of your bank or mobile money provider.

If you have not received your refund after 14 business days, please contact us at contact@konecktah.com with your booking reference number.

5. Partial Refunds

In certain circumstances, a partial refund may be issued:

  • If a partial service was rendered before a cancellation.
  • As part of a dispute resolution where Konecktah determines a partial refund is appropriate.

Partial refund amounts are determined on a case-by-case basis.

6. Non-Refundable Situations

Refunds will not be issued in the following situations:

  • Customer cancellations made less than 3 hours before the scheduled appointment.
  • Customer no-shows (unless successfully disputed).
  • Completed bookings where the service was delivered as described.
  • Violations of our Terms of Service leading to account suspension.
  • Bookings where the customer has already received a full refund.

7. Business Settlement Impact

  • Settlements to Businesses are only processed for completed bookings where the service has been delivered.
  • If a refund is issued before settlement, the Business will not receive settlement for that booking.
  • If a refund is issued after settlement has been processed, Konecktah may deduct the refunded amount from the Business's future settlements.
  • Settlements are held during active dispute investigations.

8. Dispute Resolution

If you disagree with a refund decision:

  1. Contact the Business directly through the Platform's messaging feature to attempt resolution.
  2. Contact Konecktah at contact@konecktah.com if you are unable to resolve the matter with the Business. Include your booking reference number and a description of the issue.
  3. Konecktah will review the case and provide a determination, which shall be final.

9. Changes to This Policy

We may update this Refund Policy from time to time. When we make changes, we will:

  • Update the "Last Updated" date at the top of this policy.
  • Notify you via email and in-app notification before the changes take effect.

Your continued use of Konecktah after the effective date of changes constitutes your acceptance of the updated Refund Policy.

10. Contact Us

If you have questions about this Refund Policy or need assistance with a refund, please contact us at:

RealtonSoft Consult
Email: contact@konecktah.com