Refund & Cancellation Policy

This policy explains when money you pay to or through Banao can be refunded. It is part of our Terms of Service. Every request is looked at by a person, and we always tell you the outcome and the reason.

Refunds are paid by bank transfer to an account in the payer’s name, normally within 14 working days of being approved. Bank charges for sending money to us are not refundable.

• Money in escrow belongs to the client until a milestone is approved and released to the professional.
• If a project is cancelled, or a dispute is resolved in the client’s favour, escrow that hasn’t been released is returned to the client, together with Banao’s commission on that returned amount.
• Money already released for approved milestones can’t be refunded by Banao; any claim about that work is between the client and the professional.
• While a dispute is open, the escrow involved stays where it is until it’s resolved.

• Bid documents and BOQs (for clients and contractors): refundable in full if you cancel before your agent starts preparing it, or if Banao can’t deliver it. Once preparation has started they are not refundable.
• Buying a bid document (architects and contractors): not refundable once you have access to it, unless the project is withdrawn before bidding closes, in which case it is refunded in full.
• Consultancy plans: each phase is paid before it starts. A phase whose work or site visit hasn’t started can be cancelled and refunded; a phase that has started is not refundable. Extra visits are refundable if cancelled before the visit is booked.
• Solar site visits: not refundable once paid, as the Fees page and request form say, unless Banao cancels the visit.
• Posting a printed document or receipt: refundable if it hasn’t been sent yet.
• Agent handling of a property deal: refundable if you cancel before your agent starts on it.

• Monthly fees for a month that has started.
• Boli (open bidding) tokens, which are non-refundable by design once paid.
• Anything already delivered or used, except where this policy or the law says otherwise.

If Banao cancels a service or closes an account for reasons that aren’t the user’s fault, we refund what was paid for the part not yet delivered.

Message your agent in the dashboard support chat, or use the Support page, with the payment reference (it starts with BN-) and what you’d like refunded. We aim to reply within 3 working days.