Refunds & disputes

Cancel, report, refund.

Last updated 14 October 2026

How a refund works. A saved card is charged only after the customer checks the work and marks it done. Cancelling before the job starts means the card is not charged. If the card was already charged, the payment is refunded in full through Paystack.

1. Cancel before the job starts

Customers can cancel at no charge before the job has started. The card is not charged if you cancel before the job starts. If the card was already charged, that payment is refunded in full through Paystack.

Once work has started, cancellation is no longer available. Report the problem instead.

2. Report a problem

Report a problem on the job in the app, or email hello@getphanda.co.za.

3. How phanda reviews it

Our team reviews the report together with the job's before-and-after photos and in-app messages. If a report is upheld, we refund the customer through Paystack, and the amount is recovered from the panda's future earnings.

4. If the complaint is upheld

If the complaint is upheld, we refund you through Paystack.

Both sides rate each other after every completed job.

5. Refund timing

Once a refund is approved, phanda processes it through Paystack. How long it takes to show depends on the customer's bank or card issuer.

6. Contact

PHANDA GROUP (PTY) LTD · hello@getphanda.co.za