Cancelling an order
You can cancel an order from inside the app for as long as the office has not accepted it. Once an office has accepted, cancellation follows the policy published on that offer, which is shown to you before you confirm the booking.
If an office does not respond before the service start time passes, the order is cancelled automatically and you are not charged.
Refunds
An approved refund is returned by the same method the payment was made:
- Card payments: refunded to the same card through the payment gateway. How long it takes to appear depends on your issuing bank, typically 5 to 14 business days.
- Wallet payments: credited back to your in-app wallet immediately and usable on any later order.
A refund may be full or partial, depending on how much of the service was carried out before cancellation.
When a refund is not due
- The service was completed as agreed.
- The service could not be carried out because you were not at the location, or it could not be reached at the agreed time.
- Listing fees and office subscription plans, once the listing or subscription period has started.
How to request a refund
Open the order from your orders list and choose “Raise a complaint”, or write to info@ratbnaha.com. We respond to refund requests within three business days.