Credits and Refunds Policy

Last updated 20 October 2026

1. What credits are

Credits pay BizBook’s fee when a provider secures a job. 1 credit costs R1. Prices include VAT where it applies.

Credits are bought in Wallet with a card, through Yoco. They don’t expire, can’t be transferred to another account and can’t be exchanged for cash, except for the refunds below.

Bonus credits that BizBook gives for free (for example in a promotion) can be used like bought credits but are never refunded as money.

2. How credits are used

• Accepting a request at the customer’s budget, or being booked through Instant booking, takes the fee straight away.
• Sending a price offer or a quote holds the fee. If the customer accepts, the held credits become the fee. If they choose someone else, decline, or the request ends, the held credits come back automatically.
• If a customer confirms they paid more than the booked amount, the fee on the difference is taken. This can take your balance below zero, and you will need to top up before securing new jobs.
• The fee is 10% of the job value plus 15 credits for every R1 000 or part of it.

3. Refunds of fees when a job is cancelled

• The matching part of every fee (15 credits per R1 000) is never refunded.
• Customer cancels: the 10% part comes back to the provider as credits.
• Provider cancels: the 10% part comes back only for the provider’s first cancellation in 30 days made more than 2 hours before the job and before setting off.
• A second cancellation between the same customer and provider within 60 days: nothing is refunded.
• Disputes: after reviewing a reported problem, BizBook may give credits back.

Fee refunds are always made as credits in your wallet.

4. Refunds of credits you bought

• Within 7 days of buying credits, you can cancel that purchase and get a full refund of the credits you haven’t used, in line with section 44 of the Electronic Communications and Transactions Act.
• When you close your account, you can ask for a refund of bought credits you haven’t used. Bonus credits and credits from fee refunds are not paid out.
• If a card payment went through but no credits arrived, or you were charged twice, tell us and we will check it against Yoco’s records and fix it.

To ask for a refund, email [support email address] from the details on your account, with the date and amount of the top-up. Approved refunds go back to the card you paid with, normally within 10 working days. If you dispute a card payment with your bank while a refund request is open with us, we may pause your credits until it is resolved.