Customer Terms of Service

1. Acceptance of Terms

By booking an appointment through Bookwik ("the Platform"), you agree to these Customer Terms of Service. These terms apply to all individuals who browse, book, or pay for services through the Platform.

2. What Bookwik Does

Bookwik is a booking platform. We connect you with local appointment-based businesses — salons, spas, dental clinics, and more. We do not provide the services ourselves. The business you book with is responsible for delivering the service.

3. Making a Booking

When you book through Bookwik:

• You enter a direct agreement with the business for the service listed
• You must provide accurate contact information so the business can reach you
• You must arrive on time for your appointment — businesses may decline to serve late arrivals

Bookwik is not a party to the service agreement between you and the business. We facilitate the booking and payment; the business delivers the service.

4. Pricing and Payment

All prices shown on the Platform are set by the business. Bookwik does not add hidden fees. The total you see at checkout is the total you pay.

Payments are processed securely through Bachs, our payment processor. We do not store your payment card details. By paying through the Platform, you agree to our payment processor's terms of service.

You will receive a booking confirmation via email or SMS once payment is complete.

5. Cancellation Policy

Every business on Bookwik sets a cancellation window — between 2 hours and one week before the appointment, 24 hours by default — and a refund window, which is how much notice a cancellation needs for a full refund. Both are shown on the booking page before you pay, and the policy paragraph you read there is written from those two choices, so it always matches what the platform will do.

To cancel or reschedule, contact the business on the details shown on the booking page or in your confirmation email.

• Cancelled at least the refund window ahead: you are refunded in full automatically — see Section 9.
• Cancelled later than that, or a no-show: no refund. The business held the time for you, so the payment stays with them. A business may still choose to refund you, but it does not have to.
• The business cancels: you are refunded in full automatically, even if the appointment is close. The window above limits your cancellations, not theirs.

If you believe you were charged unfairly, contact us at support@bookwik.app and we will review the situation.

6. Your Account

You are responsible for:

• Keeping your account credentials secure
• All bookings made under your account
• Ensuring your contact details are current

You may delete your account at any time. Your booking history and payment records will be retained for record-keeping and to comply with financial, tax, and accounting obligations — generally for up to 7 years after the relevant transaction — as described in our Privacy Policy.

7. Your Data

We collect the information needed to process your bookings — name, email, phone number, and payment details (handled by our payment processor). We do not sell your personal data.

Your name, contact details, and booking information are shared with the business you book with so they can prepare for and deliver your appointment. For full details, see our Privacy Policy.

8. Disputes with Businesses

If you have a dispute about a service you received, we encourage you to contact the business directly first. If that doesn't resolve the issue, Bookwik support can mediate. We are not responsible for the quality of services provided by businesses on the Platform, but we will take action against businesses that consistently violate our standards.

9. Refunds

A refund is always issued back to the payment method you used. We cannot send it anywhere else — that is what keeps it traceable.

• Automatic: a cancellation made at least the business's refund window before the appointment, and any appointment the business cancels before it starts. You do not have to ask, and nobody has to approve it.
• What you get back: the full amount you paid, with nothing held back. Bookwik takes no commission on the booking, so there is no fee of ours to give up with the refund and nothing is taken from you.
• Where it goes: an appointment's refund is credited to your Bookwik wallet, in the same moment the cancellation is made — not back to the card you paid with. You can spend it on any business on Bookwik, or take it out to your own bank account from your account page. Cash-outs have a ₦1,000 minimum and a flat ₦50 transfer fee, and the bank then takes 1–7 working days to show the money.
• Not lost: a wallet credit is immediate, so there is nothing to queue and nothing to chase. Where an appointment cannot be credited to a wallet at all, or where the sale is a product order, the refund goes through our payment provider within 24 hours; if the provider cannot process it at that moment it is recorded and retried automatically until it is paid, and our team is alerted.
• What is not automatic: late cancellations and no-shows (Section 5), and completed services. Refunds for services already delivered are at the discretion of the business, so ask them first — their contact details are on your booking page and your confirmation email.
• Product orders: goods are fulfilled by the business that sells them, so a refund on an order is theirs to give and is never automatic — the cancellation windows above cover appointments. Ask the business, and Bookwik support can step in if that gets nowhere.

If a business fails to show up or cancels on you, you are entitled to a full refund and we will investigate the business's conduct. If a refund cannot be processed through our provider at all — which can happen with some bank transfers — our support team repays you another way rather than leaving it stuck, and you can reach them at support@bookwik.app.

10. Prohibited Conduct

You may not:

• Create multiple accounts to abuse promotions or avoid bans
• Make fraudulent bookings or payments
• Harass or discriminate against businesses or their staff
• Use the Platform for any illegal purpose

11. Limitation of Liability

Bookwik provides the Platform "as is." We are not liable for indirect, incidental, or consequential damages. Our total liability is limited to the amount you paid for the booking in question.

12. Governing Law

These Terms are governed by the laws of the Federal Republic of Nigeria. Disputes shall be resolved in the courts of Lagos State, Nigeria.

13. Changes to These Terms

We may update these Terms periodically. Material changes will be communicated through the Platform at least 14 days before they take effect.

14. Contact

Questions about these Customer Terms? Contact us at support@bookwik.app.

Bookwik Limited
Lagos, Nigeria
support@bookwik.app