Connect Mech - Refund Policy
Effective date: May 18, 2026
1. Overview
This Refund Policy explains how payments work on Connect Mech and under what circumstances refunds may or may not be issued. By paying the service request fee through our Services, you acknowledge this policy in addition to our Terms of Service.
2. Payments processed by Connect Mech
The only customer payment processed through the Connect Mech app and website is the service request fee: a one-time fee paid when you submit a service request so that verified Mechanics can see and respond to your job. The amount is shown before you pay and corresponds to the service category you select.
This fee is charged in Nigerian Naira (NGN) through our payment partner (Paystack). We do not store full card details on our servers.
3. Payments not processed by Connect Mech
Payment for the actual roadside or on-site work (labour, parts, and related charges) is{' '} not collected through the app. You and your Mechanic agree on and handle that payment directly between yourselves (for example, cash, bank transfer, or another method you both accept). Connect Mech is not a party to those transactions and does not process, hold, or refund payments for completed work.
4. No refunds for the service request fee
The service request fee is final and non-refundable once successfully processed, including if:
- No Mechanic accepts your request;
- You cancel before service begins;
- The vehicle issue is not fully resolved; or
- You are dissatisfied with the Mechanic's work (including disputes about off-app payment for the job).
We do not offer chargebacks or refunds for the service request fee except where required by applicable law or explicitly approved by us in writing.
5. Off-app payments between you and your Mechanic
Any amount you pay a Mechanic for work performed is outside this Refund Policy. Disputes about quality, pricing, or payment for the job itself must be resolved directly with the Mechanic. We may still review reports of fraud or serious platform policy violations and take account action where appropriate, but we cannot refund money we did not receive.
6. Before you pay the service request fee
We encourage you to:
- Review the service request fee and category before completing checkout.
- Confirm your location, vehicle details, and issue description are accurate.
- Use in-app messaging to clarify scope and expected cost with your assigned Mechanic before work proceeds.
- Agree with your Mechanic on how and when payment for the actual service will be made (outside the app).
7. Disputes and support
If you experience a problem with a charge made through Paystack on our platform, contact us promptly at contact@connect-mech.com or through in-app support. We may investigate reports of fraud, platform errors, or serious policy violations and take appropriate action (such as account restrictions or assisting with charge disputes only where our payment processor or law requires).
8. Mechanic wallets and withdrawals
Mechanic wallet balances and withdrawal requests relate to mechanic-facing features and are subject to separate processing rules. They are not covered by customer service request fee refunds.
9. Changes to this policy
We may update this Refund Policy from time to time. The effective date at the top of this page will reflect the latest version. Continued use of paid features after changes constitutes acceptance.
10. Contact
Questions about payments or this policy: