DailyPayRefunds and Cancellations Policy
How money is held, when it is returned, and how disagreements are resolved
Effective date: 14.08.2026
Last updated: 14.08.2026
Operator: Dekon Industries Limited, Uyo, Akwa Ibom, Nigeria
1. Scope, and why there is no “returns” policy
APPLIES TO: ALL USERS (CLIENTS AND ARTISANS)
This Policy applies to every job booked through the DailyPay NG application (the “Platform”) and forms part of the DailyPay NG Terms of Service.
DailyPay NG does not sell goods. Nothing is bought from us, shipped by us, or returnable to us. What is paid for on the Platform is a service performed by an independent Artisan — a repair, an installation, a haircut, a delivery. A service that has been performed cannot be returned, so this Policy deals instead with the questions that actually arise: when a booking can be cancelled, when money is refunded, and how a disagreement about work is decided.
2. How payment works, and where the money sits
APPLIES TO: ALL USERS (CLIENTS AND ARTISANS)
A Client may pay in one of two ways, chosen at booking.
Cash. The Client pays the Artisan directly, in person. DailyPay NG never receives, holds, or transmits that money. Our commission is taken separately from the Artisan's own wallet. A refund of a cash payment is a matter between the Client and the Artisan, though we will assist by producing the job record and, where the Artisan is at fault, by applying the account consequences described in this Policy.
Pay in the app. The Client funds their DailyPay NG wallet through our payment processor, and the amount for the job is placed in escrow when the booking is made. Escrowed money is not the Artisan's. The Artisan cannot see it, spend it, or withdraw it. It is released only when the job is completed, and it is returned to the Client where this Policy says it should be.
After a job is completed, the Artisan's share is credited to their wallet but held for a short settlement period — 24 hours by default — before it can be withdrawn. That window exists so that a Client who is unhappy has time to raise a dispute while the money is still recoverable. Where a dispute is raised, the funds stay held until it is resolved, however long that takes.
Money in a DailyPay NG wallet may only be used to pay for jobs on the Platform or withdrawn to a bank account in the wallet holder's own name. It cannot be sent to another user. Before any withdrawal is paid, the account holder's name as returned by the bank must match the name registered on the DailyPay NG account.
3. Cancelling before an Artisan is assigned
APPLIES TO: CLIENTS
A Client may cancel a request at any time before an Artisan has accepted it, at no charge. Where the Client paid in the app, the escrowed amount is returned to their wallet in full and immediately.
If no Artisan accepts the request within the search period, it expires automatically and any escrowed amount is returned in full.
4. Cancelling after an Artisan is assigned
APPLIES TO: ALL USERS (CLIENTS AND ARTISANS)
Once an Artisan has accepted a job, they have arranged their day around it and may already be travelling. A short grace period therefore applies, during which either party may still cancel free of charge. The length of that grace period, and the fee that applies after it, are shown in the application at the moment of cancelling, before the cancellation is confirmed. They are set by us and may change; the figure you are shown at the time is the figure that applies.
The grace period ends early if the parties have already exchanged contact details or begun travelling to the location, because by then the Artisan has committed real time to the job.
Where the Client cancels after the grace period, a cancellation fee may be charged and paid to the Artisan in recognition of the time committed. The remainder of any escrowed amount is returned to the Client's wallet.
Where the Artisan cancels after accepting, the Client is refunded in full, without any fee. Repeated late cancellation by an Artisan affects their reliability score, reduces the work offered to them, and may lead to suspension.
No cancellation fee is charged, in either direction, where the cancellation arises from a safety concern, an emergency, a bereavement, illness, or a failure of the Platform itself. If you are charged a fee in circumstances like these, contact us and we will refund it.
5. When the Artisan does not arrive
APPLIES TO: CLIENTS
If an Artisan accepts a job and then does not arrive, the Client may cancel without charge and is refunded in full. We ask that the Client tells us, so that the Artisan's record reflects it.
6. When the work is not right
APPLIES TO: ALL USERS (CLIENTS AND ARTISANS)
If a Client is dissatisfied with completed work, they should first raise it with the Artisan through the application's messaging. Most problems are resolved by the Artisan returning to put the work right, and that is usually the better outcome for everyone.
If that does not resolve it, the Client may raise a dispute in the application. A dispute should be raised within 48 hours of the job being marked complete, so that it falls within the settlement period while the funds are still held.
7. How disputes are decided
APPLIES TO: ALL USERS (CLIENTS AND ARTISANS)
When a dispute is raised, the funds for that job stop moving. They are not released to the Artisan and are not returned to the Client until the dispute is resolved.
Both parties are asked for their account and for any evidence — photographs, messages, and the job record itself, including timings, location history, and any proof images captured during the job. A member of our team who is not connected to either party reviews the matter and issues a written decision, which is recorded against the job.
The possible outcomes are:
Full refund to the Client — where the work was not performed, was abandoned, or was so deficient as to be of no value. The escrowed amount is returned to the Client's wallet in full.
Partial refund — where part of the work was performed satisfactorily. The escrow is split and each party receives their share.
Release to the Artisan — where the work was performed as agreed and the complaint is not supported by the evidence.
Return to complete the work — where the parties agree the Artisan should come back. Funds stay in escrow until the return visit is done.
We aim to decide disputes within five working days. Complex matters may take longer, and we will tell you if yours will.
8. How and when refunds are paid
APPLIES TO: CLIENTS
A refund is credited to the Client's DailyPay NG wallet, normally within minutes of the decision. From there the Client may use it for another job, or withdraw it to their own bank account.
Withdrawals are paid to a Nigerian bank account in the Client's own name through our payment processor, and normally arrive within one working day. Where a withdrawal requires review, or the bank delays, it may take up to three working days.
Where a Client asks for a refund to be returned to the original card rather than to their wallet, we will do so where our payment processor allows it. Card refunds are subject to the card issuer's own timescales, typically five to ten working days.
We do not charge a fee to issue a refund.
9. Chargebacks
APPLIES TO: CLIENTS
If you believe a payment was taken in error, please contact us first — we can almost always resolve it faster than a bank can. Raising a chargeback for a job that was genuinely performed, while keeping the benefit of that work, is a breach of the Acceptable Use Policy and may result in the loss of your account and recovery of the amount.
10. Subscription payments
APPLIES TO: ARTISANS
Where an Artisan pays a subscription to receive work in a particular craft, the subscription runs for the period paid for. It may be cancelled at any time, and cancellation takes effect at the end of the period already paid for; the remainder of that period is not refunded. Where we withdraw the service, or where a technical failure on our side prevented the Artisan from receiving work for a material part of the period, we refund the affected portion.
11. If you are still unhappy
APPLIES TO: ALL USERS (CLIENTS AND ARTISANS)
If you disagree with a decision, write to support@dailypayng.com within 30 days and ask for it to be reviewed. A different member of our team will look at it afresh and give you a written outcome.
Nothing in this Policy removes any right you have under Nigerian consumer law, including under the Federal Competition and Consumer Protection Act, or your right to pursue the other party directly.
12. Contact
Dekon Industries Limited
156 Ikot Ekpene Road, Uyo, Akwa Ibom State, Nigeria
support@dailypayng.com
(+234) 813 222 6671