SULUHU REFUND AND CANCELLATION POLICY

For purposes of this Policy:

"Customer" means the person or entity requesting or receiving a Service through Suluhu.

"Service Provider" or "SP" means an approved independent service provider offering Services through Suluhu.

"Job" means a Service engagement arranged through the Suluhu Platform.

"Service Charge" means the amount charged for the Service itself.

"Platform Fee" means the fee charged by Suluhu for facilitating the transaction and providing the Platform.

"Taxes" means applicable taxes included in the Customer's payment.

"Transaction Cost" means fees or charges incurred by Suluhu or its payment provider in processing a refund or payment reversal.

"Total Amount Paid" means the total amount paid by the Customer for a Job, including the Service Charge, Platform Fee, and applicable Taxes.

"Broadcast Job" means a Job made available to multiple eligible Service Providers from which interested Service Providers may indicate their interest.

"Direct Job" means a Job directed or assigned to a particular Service Provider.

"Dispute" means a Customer or Service Provider complaint concerning the performance, quality, completion, payment, or other aspect of a Job.

A Customer may cancel a Job at any time before the Service Provider starts the Job.

A cancellation made before the Service Provider has started the Job will be treated as a cancellation and not as a completed Service.

Where a Customer is entitled to a refund under this Policy, the Platform Fee remains non-refundable.

The refundable amount may also be reduced by Transaction Costs incurred in processing the refund.

The Suluhu Platform Fee is non-refundable.

This means that where a Customer cancels a Job and is otherwise entitled to a refund, Suluhu will retain the applicable Platform Fee.

The non-refundable nature of the Platform Fee will be communicated to the Customer before payment and/or at the applicable cancellation stage.

The Customer's refund therefore does not include the Platform Fee.

A Customer may cancel a Job before the Service Provider starts performing the Service.

Where the Customer cancels before the Service Provider starts the Job:

1. 1.The Service Charge is refundable;
2. 2.Applicable Taxes associated with the refundable Service Charge are refundable;
3. 3.The Platform Fee is retained by Suluhu and is not refundable; and
4. 4.Any Transaction Cost incurred in processing the refund is deducted from the refundable amount.

The cancellation does not result in a penalty being charged to the Customer under the current cancellation model.

Where a Customer cancels before the Service Provider starts the Job, the refund is calculated as follows:

Refund Amount = Total Amount Paid − Service Charge − Transaction Cost

The resulting amount represents the amount returned to the Customer after retaining the Platform Fee and deducting the applicable Transaction Cost.

For clarity, where:

Total Amount Paid = Service Charge + Platform Fee + applicable Taxes

the refundable amount will correspond to the refundable portion of the transaction after the Platform Fee and applicable refund Transaction Cost have been deducted.

Suluhu may round or process amounts according to the requirements of the applicable payment provider.

For illustration only, assume:

• Service Charge = KES 1,000
• Platform Fee = KES 100
• Applicable Taxes = KES 160
• Total Amount Paid = KES 1,260
• Refund Transaction Cost = KES 20

The Customer's refund would be:

KES 1,260 − KES 100 − KES 20 = KES 1,140

The KES 100 Platform Fee is retained by Suluhu.

The KES 20 Transaction Cost is deducted from the refund.

The remaining amount is returned to the Customer.

Actual amounts will depend on the applicable transaction.

A Service Provider may need to cancel an accepted Job.

Under the current Suluhu cancellation model, Suluhu does not automatically charge a monetary cancellation penalty to the Service Provider.

However, cancellations may affect the Service Provider's account standing.

Suluhu may consider factors including:

• frequency of cancellations;
• timing of cancellations;
• repeated failure to honour accepted Jobs;
• customer impact;
• reasons provided for cancellation; and
• overall Service Provider performance.

Repeated or excessive cancellations may result in:

• reduced Service Provider ranking;
• reduced visibility;
• fewer Job opportunities;
• temporary restrictions;
• suspension; or
• termination of the Service Provider Account.

Suluhu may consider legitimate circumstances when assessing cancellations.

A single cancellation does not automatically result in suspension or termination.

Where a Service Provider cancels a Broadcast Job before the Service has started, Suluhu may rebroadcast the Job to other eligible Service Providers.

Other Service Providers may then indicate their interest in the Job in accordance with the applicable Platform process.

The original Service Provider's cancellation does not automatically result in a monetary penalty under the current model.

Repeated cancellations may nevertheless affect the Service Provider's account standing.

Where a Service Provider cancels a Direct Job before starting the Service, Suluhu may cancel the Job and refund the Customer.

The Customer will receive the refundable amount applicable under this Policy.

The Platform Fee remains non-refundable.

Any Transaction Cost incurred in processing the refund will be deducted from the refundable amount.

Once the Service Provider has started the Job, the ordinary pre-start cancellation rules no longer apply.

A Customer who is dissatisfied with the Service should use the dispute process described in this Policy.

The Service Provider should also use the Platform's dispute or support mechanisms where a disagreement arises.

Suluhu may investigate the circumstances and determine an appropriate resolution.

Following completion of a Job, the Customer has three (3) hours to raise a dispute concerning the completed Service.

The three-hour period is intended to give the Customer a reasonable opportunity to:

• inspect the completed Service;
• identify problems;
• provide relevant information; and
• raise a dispute while relevant evidence remains available.

If no dispute is raised within the applicable three-hour period, the Job will be treated as approved/completed for Suluhu's transaction and settlement purposes.

This does not prevent Suluhu from taking action in cases involving fraud, abuse, payment disputes, or other circumstances where applicable law or Suluhu's policies require further review.

A Customer may raise a dispute where the Customer reasonably believes that:

• the Service was not performed;
• the Service was incomplete;
• the Service materially differed from what was agreed;
• the Service was performed inadequately;
• the Service Provider caused damage;
• the Service Provider engaged in misconduct; or
• Another material issue occurred in connection with the Job.

The Customer should provide as much relevant information as reasonably possible.

Service Providers may also raise disputes concerning:

• Customer conduct;
• false complaints;
• inaccurate claims;
• unauthorized cancellations;
• property damage;
• payment issues;
• Booking information; or
• other material issues relating to a Job.

Service Providers are expected to provide relevant evidence when raising a dispute.

Suluhu may consider evidence including:

• Customer descriptions;
• Service Provider descriptions;
• photographs;
• before-and-after photographs;
• photographs submitted with a dispute;
• Job start records;
• Job completion records;
• OTP verification;
• timestamps;
• location information;
• Platform communications;
• Booking information;
• payment records;
• Customer and Service Provider statements;
• ratings and reviews; and
• other information reasonably relevant to the dispute.

Users should provide truthful and complete information.

When a dispute is raised, Suluhu may investigate the matter and review the available evidence.

Suluhu may contact the Customer, Service Provider, or other relevant parties for additional information.

The purpose of the investigation is to determine, based on the available evidence, whether an adjustment or settlement is appropriate.

Following an investigation, Suluhu may determine that:

1. 1.The Customer is entitled to a full refund;
2. 2.The Customer is entitled to a partial refund;
3. 3.The Service Provider is entitled to the full applicable payment;
4. 4.The Service Provider is entitled to a partial payment;
5. 5.The Customer and Service Provider should each bear part of the financial consequence; or
6. 6.No adjustment is appropriate.

Suluhu's decision may depend on the evidence available and the circumstances of the particular Job.

Where Suluhu determines that a partial refund is appropriate, Suluhu may determine the amount based on factors including:

• the portion of the Service completed;
• severity of the reported issue;
• evidence provided;
• agreed Service scope;
• damage caused;
• Customer contribution;
• Service Provider contribution;
• applicable payment charges; and
• other relevant circumstances.

The resulting settlement may favour the Customer, Service Provider, or both.

Where a dispute is raised after a Service Provider has received payment, Suluhu may review the transaction.

Where a refund or adjustment is determined to be payable to the Customer, the applicable amount may be recovered from the Service Provider's future earnings, subject to applicable law and the terms of the Service Provider Agreement.

Suluhu may use future Provider Earnings to offset an amount properly owed as a result of:

• a refund;
• a dispute settlement;
• a payment correction;
• a transaction reversal; or
• another valid Platform adjustment.

Customers are encouraged to raise concerns as soon as they identify an issue with a Service.

The three-hour dispute window is intended to provide a defined period for ordinary post-completion disputes.

Customers should provide relevant evidence as early as possible to assist Suluhu in reaching an accurate decision.

Suluhu may reject or investigate refund requests that appear fraudulent or abusive.

Examples include:

• knowingly false complaints;
• manipulated photographs;
• false statements;
• repeated abusive refund requests;
• collusion;
• deliberately damaging property after a Service;
• falsely claiming that a Service was not performed; or
• attempting to obtain multiple refunds for the same transaction.

Fraudulent activity may result in account restrictions or termination and may be reported to relevant authorities where appropriate.

Once Suluhu determines that a refund is payable, the refund will be initiated through the applicable payment method or payment provider.

The timing of the refund may depend on:

• the payment method;
• payment provider processing times;
• banking or financial institution processing;
• technical circumstances; and
• applicable regulatory requirements.

Suluhu does not guarantee that a refund will appear in the Customer's account immediately after it is initiated.

Where the original payment was made through M-PESA, Suluhu may process the refund through the applicable M-PESA/payment infrastructure.

Any Transaction Cost incurred in processing the refund will be deducted from the refundable amount as provided by this Policy.

The timing of the actual receipt of funds may depend on M-PESA and other payment-processing systems.

Where a payment is made through an applicable Apple App Store or Google Play billing system, refunds may be subject to the applicable platform's billing and refund procedures in addition to this Policy.

Suluhu may be required to process or facilitate refunds through the relevant app store rather than directly returning funds to the Customer.

The applicable store's processing timelines and requirements may therefore affect when a Customer receives a refund.

Suluhu does not currently support cash payments or cash refunds.

Refunds will be processed through the applicable supported payment mechanism.

Where Suluhu incurs a cost to reverse or return a Customer payment, that Transaction Cost may be deducted from the Customer's refundable amount.

This applies regardless of whether the refund is initiated following:

• Customer cancellation;
• Service Provider cancellation;
• dispute resolution; or
• another circumstance in which a refund is payable,

unless Suluhu determines otherwise or applicable law requires otherwise.

Service Provider subscription fees are separate from Customer Job payments.

Subscription fees paid by Service Providers are non-refundable.

This applies to subscription payments made for access to Suluhu's Service Provider Platform and subscription benefits.

A Service Provider may cancel a subscription to prevent it from renewing for the next billing period, subject to the applicable subscription terms.

Cancellation of a subscription does not create a right to a refund for the current paid subscription period.

Where a Service Provider cancels their subscription:

• the cancellation will generally prevent the next subscription period from being charged;
• access to subscription benefits may continue until the end of the already-paid period, subject to the applicable subscription terms; and
• the amount already paid for the current subscription period will not ordinarily be refunded.

Suluhu may provide a refund or credit in exceptional circumstances where it chooses to do so or where required by applicable law.

If a Customer or Service Provider believes that an incorrect amount has been charged or paid, they should notify Suluhu promptly.

Suluhu may investigate and correct genuine payment errors.

Where an error results in an underpayment or overpayment, Suluhu may make the necessary adjustment to correct the transaction.

Where applicable, refunds will be processed in accordance with the treatment of the relevant taxes under applicable law.

Where a refundable Service Charge and associated taxes are returned, the applicable tax component may be reversed or adjusted as required.

Submission of a refund request does not automatically guarantee that a refund will be approved.

Suluhu will assess the request based on:

• this Policy;
• the applicable Terms;
• the circumstances of the Job;
• available evidence; and
• applicable law.

Suluhu may make exceptions to this Policy where:

• required by law;
• necessary to correct a technical or payment error;
• necessary to address fraud;
• necessary to protect users;
• required by a payment provider;
• required by an app store; or
• otherwise appropriate in the circumstances.

Any exception does not create a permanent entitlement to similar treatment in future transactions.

Suluhu may update this Policy from time to time to reflect:

• changes in Platform functionality;
• changes to payment systems;
• changes in cancellation procedures;
• changes in applicable law;
• new Services; or
• changes to business practices.

The "Last Updated" date will indicate when the Policy was most recently revised.

Questions, cancellation issues, refund requests, and disputes may be submitted through:

In-App Support: Support Chat

Email: info@suluhu.net

Telephone: +254707776447

Physical Address: Duldul Business Park Phase III, Mombasa Rd, Kenya

This Policy shall be governed by the laws of the Republic of Kenya.

Nothing in this Policy limits any rights or remedies that cannot lawfully be excluded or limited under applicable law.

By using Suluhu to request or provide Services, you acknowledge that you have read and understood this Refund and Cancellation Policy.

Suluhu On Demand Services Limited

Version: 1.0 Effective Date: 11th August 2026