Refund & Cancellation Policy
Last updated: 7 October 2026
Bookiva, operated by Menard Nyanjaka ("Bookiva", "we"), runs an online platform where clients book and pay for services at salons, and where salons subscribe to Bookiva Business. This policy explains cancellations and refunds for both. It works together with our Terms of Use and does not limit your rights under the Consumer Protection Act.
1. Clients: bookings with a salon
When you book a service through Bookiva, your agreement for that service is with the salon. When you pay online, your payment goes directly to the salon's own account through Paystack. Bookiva does not receive or hold this money.
- Cancelling an unpaid booking: you can cancel or change your booking in the app at any time before your appointment, free of charge.
- Cancelling a paid booking: contact the salon directly (the salon's phone and WhatsApp are on its page in the app). The salon will cancel the booking and arrange your refund in line with its own cancellation rules, which it should tell you before you pay.
- If the salon cancels or cannot provide the service you paid for, the salon must refund you in full.
- Missed appointments (no-shows) and late cancellations: the salon may keep all or part of the payment if it told you about this rule before you booked.
- Problems with the service itself (for example, you are unhappy with a haircut) are handled by the salon.
- Invoices on a salon account ("pay later") follow the same rules: they are paid to the salon, and refunds are arranged by the salon.
Refunds for online payments go back to the card or bank account you paid with. Once the salon has issued the refund, it usually takes 5 to 10 business days to appear, depending on your bank.
If you cannot reach the salon or cannot agree on a refund, contact us at query@bookiva.co.za or WhatsApp +27 76 208 8712. We will contact the salon and help resolve it.
2. Salons: Bookiva Business subscriptions
- Free trial: new salons get 30 days free, with no card needed. You are not charged unless you choose a paid plan.
- Billing: plans are paid in advance, monthly or yearly, through Paystack. Prices are shown on our pricing section and in the app before you pay.
- Cancelling: you can stop your plan from renewing at any time in the app (Settings → Subscription). You keep full access until the end of the period you have paid for, and you are not charged again.
- Monthly plans: payments for a month that has already started are not refunded.
- Yearly plans: if you cancel within 14 days of paying for a new year, we refund the full yearly payment. After 14 days, yearly payments are not refunded, but you keep access until the year ends.
- Charged by mistake: if you were charged twice, charged the wrong amount, or charged after you stopped renewing, we refund the incorrect amount in full.
To ask for a subscription refund, email query@bookiva.co.za with your salon name and the payment date. We reply within 3 business days, and approved refunds are paid back to the original card or account through Paystack within 5 to 10 business days.
3. Bookiva fees
Bookiva charges clients nothing, and takes no commission on salon bookings. When clients pay online, Paystack's standard payment fees are paid by the salon. These fees are not refundable by Bookiva.
4. Contact
Bookiva, operated by Menard Nyanjaka · 9203 Tigris Street, Palm Ridge Ext 6, 1458 · query@bookiva.co.za · +27 76 208 8712