Refund & Cancellation Policy

1. Overview

Nextapt is a credit-based WhatsApp booking platform that connects merchants (service providers) with their customers. Merchants load credits into their Nextapt wallet, and a small booking fee (currently R1) is deducted per confirmed booking.

This Refund & Cancellation Policy outlines the terms under which refunds and cancellations are handled on the Nextapt platform. By using Nextapt, you agree to the terms described below.

2. Wallet Credits

Merchants purchase credits by topping up their Nextapt wallet via PayFast. These credits are used to pay for booking fees on the platform.

• Wallet top-ups are non-refundable once loaded
• Credits do not expire while your account remains active
• We recommend merchants load only the amount they need

If your account is terminated, any remaining wallet balance will be forfeited unless otherwise agreed in writing.

3. Booking Fees (R1)

A booking fee of R1 is deducted from the merchant's wallet each time a booking is confirmed on the platform.

• Booking fees are non-refundable once a booking is confirmed
• This applies regardless of whether the booking is later cancelled by the merchant or the customer
• The booking fee covers the cost of platform usage, WhatsApp messaging, and booking management

4. Customer Booking Cancellations

Customers can cancel their bookings via WhatsApp by following the cancellation flow provided in their booking confirmation message.

• Cancellation policies (e.g. notice periods, penalties) are set by individual merchants
• Nextapt does not charge customers directly for bookings or cancellations
• Any deposits or fees charged by the merchant are handled between the merchant and customer

If you have a dispute about a cancellation, please contact the merchant directly. If the issue remains unresolved, you may reach out to Nextapt support.

5. Merchant Booking Cancellations

Merchants can cancel bookings from their Nextapt dashboard. When a merchant cancels a booking:

• The R1 booking fee is not reversed to the merchant's wallet
• The customer will be notified of the cancellation via WhatsApp
• Merchants are encouraged to reschedule rather than cancel where possible

6. No-Shows

If a customer does not attend a confirmed booking without prior cancellation:

• The R1 booking fee is non-refundable
• Any deposits or penalties for no-shows are determined by the merchant's own policies
• Nextapt is not responsible for resolving no-show disputes between merchants and customers

7. Disputes

If you believe a charge has been made in error or you have a concern regarding a booking fee, please contact our support team:

We will investigate all disputes in good faith and work to resolve them promptly. However, Nextapt's decision on refund disputes is final.

8. Changes to This Policy

Nextapt reserves the right to update this Refund & Cancellation Policy at any time. Changes will be communicated by:

• Updating the "Last Updated" date at the top of this page
• Sending email notification to registered merchants where appropriate

Your continued use of Nextapt after changes become effective constitutes acceptance of the updated policy.