Legal · Everyone
Refunds & Cancellations.
Sideh (Pty) Ltd · Effective 16 October 2026
You pay when you request a booking. Sideh holds the money and only releases it to the provider after the job is done. The table shows what happens in each situation.
| Situation | Client gets back | Provider receives |
|---|---|---|
| Provider declines, or does not reply within 4 hours | 100% | Nothing |
| Client cancels before the provider accepts | 100% | Nothing |
| Client cancels 24 hours or more before the start (or the provider's own free-cancellation time, if shown on their profile) | 100% | Nothing |
| Client cancels later than that | 50% | 50% of the price, less Sideh's commission |
| Client is not there (no-show, reported 15 minutes or more after the start time) | The price minus the provider's no-show fee (50% unless their profile says otherwise) | The no-show fee, less Sideh's commission |
| Provider cancels an accepted booking or does not arrive | 100% plus R50 Sideh credit | Nothing (and a strike) |
| Problem reported and upheld by Sideh Support | Partial or full, as decided |
How refunds are paid
- Card and Instant EFT payments are refunded to the original payment method through Yoco on the day the refund is approved. Banks usually show the refund within 5–10 working days.
- Sideh wallet payments, and the provider-cancellation credit, go back to your Sideh wallet immediately and can be used on any booking.
- Tips are refunded only if the booking is refunded in full.
- The refund you will get is always shown before you confirm a cancellation.
Reporting a problem
After the provider marks the job done you have 48 hours to confirm or report a problem. Reporting pauses the provider's payout for that booking while Sideh Support looks into it (see Complaints & Disputes). If you do nothing, the payment is released automatically.
Abuse
Sideh may refuse a refund in cases of clear abuse of this policy, such as repeated false reports. This does not affect your rights under the Consumer Protection Act. Questions: support@sidehcash.co.za.
Questions about this policy? Email support@sidehcash.co.za.