Refund & Cancellation Policy

1. When you get a full refund

• The issue wasn't solved. If the attendant could not resolve your problem after a quote was accepted and paid, the amount paid is refunded in full.
• Work never started. If you paid a quote but no attendant began work on the ticket, the fee is returned in full.
• You cancelled before work started. Cancel any time before an attendant begins work for a full refund.
• No quote was accepted. If you close a ticket before a quote is sent or accepted, there is no charge.
• You were charged in error. Duplicate or accidental charges are always refunded.

2. Cancelling a ticket

You can cancel or close a ticket from your dashboard, by replying on the ticket thread, or by messaging us on WhatsApp. If no quote has been accepted, cancellation is free. Once a quote is accepted and paid, cancellation before work begins is fully refunded. If work has already begun and the problem isn't fixed, the no-fix refund still applies.

3. How to request a refund

Reply on the ticket thread, send a WhatsApp message to +256 394 703795, or email notifications@askporta.com. Tell us the issue wasn't resolved. We review requests within 2 business days.

4. How refunds are paid

Refunds are returned to the original payment channel used for the quote (mobile money, bank transfer, or card). Depending on the provider, funds usually appear within 5–10 business days.

5. Fair use

This policy exists for genuine cases. Repeated refund requests that appear abusive, or tickets where we cannot reach you or you decline to follow reasonable troubleshooting steps, may be reviewed individually and can lead to account restrictions.

6. Statutory rights

Nothing in this policy limits consumer rights you have under the law where you live. See our Terms of Service for the full agreement.