1Overview
VowNest, operated by Neere Business Group Ltd, is an online marketplace connecting customers with wedding and event service providers in Rwanda. All payments on the platform are collected by Neere Business Group Ltd and processed securely through our payment partner, DPO Pay (cards and mobile money).
Refunds are issued by the platform, not by individual service providers. When a refund is approved, Neere Business Group Ltd returns the funds to your original payment method via DPO Pay. Where a service provider's portion of a payment has already been disbursed, the platform recovers that amount from the provider — this never affects your refund timeline.
2When You Can Get a Refund
Refunds may be issued in the following circumstances:
- Customer cancellation made within the eligible timeframes below.
- Service provider cancellation or failure to show up — you receive a 100% refund, including the platform commission.
- Service not delivered as described — the service significantly differs from the listing, or quality falls substantially below professional standards.
- Payment processing errors — duplicate charges, incorrect amounts, or technical errors during payment.
- Force majeure events — natural disasters, government restrictions, or other circumstances beyond reasonable control.
The following are not eligible for refunds:
- The 10% platform commission (except for provider no-shows, force majeure, and platform technical errors, where it is also refunded).
- Services that have been fully delivered as described.
- Cancellations made outside the eligible timeframe.
- Dissatisfaction based on subjective preferences when the service was delivered as described.
- Bookings where the event has already occurred, or customer no-shows.
3Refund Amounts
Refund amounts for customer cancellations depend on how far in advance of the event date you cancel. Days are counted from the date of the cancellation request to the scheduled event date (the event date itself is not included).
| Cancellation Timing | Refund Amount | Example (100,000 RWF) |
|---|
| 30+ days before event | 100% minus 10% platform commission | 90,000 RWF |
| 15–29 days before event | 50% of booking amount | 50,000 RWF |
| 7–14 days before event | 25% of booking amount | 25,000 RWF |
| Less than 7 days before event | No refund | 0 RWF |
A 100% refund (minus the platform commission) is also issued when a service is not delivered at all or when a payment processing error occurred. For partially delivered services, the refund is assessed based on the undelivered portion.
4How to Request a Refund
- Log into your VowNest account, open My Bookings, select the relevant booking, and choose Request Cancellation/Refund, providing your reason.
- Attach supporting evidence where applicable (photos, communications, documentation for force majeure).
- Our team reviews standard requests within 3–5 business days (complex cases up to 10, disputes up to 14). We may contact you or the service provider for more information.
- You will be notified of the decision by email. Denied requests include an explanation and the option to appeal.
- You can also email our support team with your booking reference, event date, and reason.
5Refund Method & Processing Times
Approved refunds are returned to the original payment method used for the booking:
- Mobile Money (MTN MoMo / Airtel Money): processed within 1–3 business days; funds appear immediately after processing.
- Credit/Debit Card (via DPO Pay): processed within 5–7 business days; funds appear in your account within 7–14 business days depending on your bank.
- Bank Transfer: processed within 3–5 business days; funds appear within 5–10 business days.
Refunds may occasionally be delayed by bank processing times, public holidays, incomplete information, or ongoing disputes. If your original payment method is no longer available, contact support to arrange an alternative after identity verification.
6Disputes & Special Circumstances
If you believe a refund was incorrectly denied, you may appeal through the platform. Appeals go through internal review, mediation between you and the service provider, and a final binding decision by senior management within 14 business days.
- Force majeure: handled case by case — options include a full refund (commission included), rescheduling without penalty, or platform credit valid for 24 months.
- Provider closure: if a service provider goes out of business, customers receive a full refund for undelivered services — the platform absorbs the provider's portion if necessary.
- Platform technical issues: if a platform error prevents service delivery, a full refund including commission is issued immediately.
7Contact Us
For refund-related inquiries:
- Company: Neere Business Group Ltd (operating VowNest)
- Hours: Monday–Friday, 8:00 AM – 6:00 PM (Rwanda Time)
See also our Cancellation Policy and Terms of Service.