Booking, Cancellation, Refund & Disputes

Last updated: 13 September 2026

This Booking, Cancellation, Refund & Disputes Policy (“Policy”) applies to service bookings, business order requests, work requests, provider selection, completion, cancellations, payment-related disagreements and related disputes created through Aviggo.

Aviggo primarily provides technology that connects users. Unless a specific flow expressly shows platform payment, Aviggo does not collect, hold or escrow user funds. Payment, refund and compensation matters may therefore also depend on the agreement between the users and applicable Bangladesh law.

1. Scope of this Policy

This Policy provides a general framework for bookings, order requests, cancellations, no-shows, completion, payment disputes and refund-related issues involving service providers, customers, job posters, local businesses or other users on Aviggo.

2. Aviggo’s role

Aviggo is generally not a party to a booking or order. It provides technical tools for requests, acceptance, messaging, status updates, reviews and records. The actual performance, price, quality and direct payment arrangement remain primarily the responsibility of the users involved.

3. What booking statuses mean

Depending on the flow, an Aviggo booking may show Pending, Accepted, In Progress, Ready, Completed, Declined or Cancelled. Business order requests may display context-specific labels for the same underlying status.

A status helps record platform activity; it is not by itself conclusive proof of service quality, payment settlement or legal liability.

4. Before sending a booking request

Customers or job posters should provide reasonably clear information about the requested service, preferred date/time, location, work needed, special requirements and other relevant details.

5. Before a provider accepts

Providers and businesses should consider their availability, capability, required licence or qualification, service area and practical ability to complete the request before accepting it.

6. What an accepted booking means

Accepting a booking or order request indicates a genuine intention to proceed with the work or service. After acceptance, both parties should confirm important details in Aviggo messages or another written record.

7. Confirm the scope in writing

Where possible, agree before work begins on:

the work or service to be provided;
the scope or quantity;
date, time and location;
estimated duration;
price or rate;
who supplies materials or parts;
delivery, pickup or transport arrangements;
when extra charges may apply;
what will count as completion.

8. Clarify price and payment first

Before work begins, clarify the total price, hourly/daily rate, starting rate, materials, transport, advance payment and other possible charges. Vague payment arrangements increase the risk of disputes.

9. Changes to the scope

If new requirements, extra work, additional materials, a different location or more time become necessary, obtain agreement before adding charges. Keep the change in writing where possible.

10. Cancellation while Pending

While a booking is still Pending, the customer may use the available Cancel option. A provider who cannot proceed may Decline the request. Early notice helps reduce wasted time for everyone.

11. Customer cancellation after acceptance

In the current Aviggo flow, a customer can generally cancel while a booking is Accepted. If the provider has already travelled, purchased materials or incurred a genuine agreed preparation cost, refund or compensation may depend on the parties’ agreement and applicable law.

12. Cancellation after In Progress or Ready

Once a booking reaches In Progress or Ready, a direct Cancel button may no longer be available. If work needs to stop at that stage, promptly inform the other party and try to resolve the matter in writing. Use Reporting & Complaints when needed.

13. When a provider Declines

A provider who Declines a Pending request does not proceed with the booking. Declining a request alone is not a policy violation, although misleading availability, repeated abuse or discriminatory conduct may be reviewed under other policies.

14. If a provider cannot proceed after accepting

If a provider becomes unable to complete an Accepted booking, they should tell the customer as early as possible. Where no provider-side cancellation control is available, explain the situation in messages and cooperate with the customer’s available cancellation or support/report options.

15. Customer no-show

If a customer does not appear at the agreed time or place, the provider may wait a reasonable period and attempt contact through messages. Repeated intentional no-shows may affect community trust and may be considered in an account review.

16. Provider no-show

If the provider does not appear at the agreed time or place, the customer should attempt contact and may cancel or report the booking when appropriate. Repeated unexplained provider no-shows may be relevant to trust, ranking or account action.

17. Delays and rescheduling

If traffic, weather, an emergency, supply delay or another genuine issue requires a timing change, tell the other party as soon as reasonably possible. Record any newly agreed date or time in messages.

18. Access, materials and customer cooperation

Where the work requires access, an accurate address, electricity/water, measurements, item availability or other customer cooperation, the customer should reasonably provide it. Customer-side obstacles may be relevant when reviewing an incomplete-work dispute.

19. Unsafe or unlawful conditions

A provider may refuse to begin or may stop work that appears unsafe, unlawful, materially different from what was agreed, or contrary to the Prohibited Services & Items Policy. Safety takes priority in an immediate-risk situation.

20. Completed status

A booking or order should be marked Completed only when the work has genuinely been completed. False completion, fake bookings or fabricated work history may violate the Community Standards.

21. Disagreement about completion

If a provider marks a booking Completed but the customer believes it is incomplete, materially defective or outside the agreed scope, contact the provider promptly and preserve relevant evidence. A Completed status does not by itself end a dispute.

22. Reviews and ratings

A review/rating option may become available after completion. Reviews must reflect genuine experience. Users must not pressure another person to change a truthful review in exchange for a refund, discount or other benefit.

23. Direct payments

If payment is made outside Aviggo by cash, bank, mobile financial service or another direct method, preserve the amount, date, recipient and transaction proof. Those funds are not held by Aviggo.

24. Advance-payment safety

Be cautious with unreasonable advance-payment requests from unfamiliar users. A reasonable advance may sometimes be needed for materials or commitment, but confirm the amount and purpose in writing. Never share passwords, OTPs, PINs or full payment credentials.

25. If Aviggo introduces platform payment

If Aviggo later introduces platform payment, deposits, escrow, commission or payment protection for a specific flow, additional payment/refund terms displayed for that flow will apply. Material fees and conditions will be disclosed as clearly as reasonably possible.

26. Who refunds when Aviggo did not collect payment

If Aviggo did not collect or hold the payment, Aviggo cannot directly issue the refund. Responsibility for returning money will generally rest with the payment recipient, subject to the parties’ agreement and applicable law.

27. When a refund may be appropriate

Depending on the facts, agreement and applicable law, a refund or price adjustment may be appropriate where:

the service was not provided at all;
the booking was cancelled before work began and no non-recoverable agreed cost was incurred;
the wrong item or service was supplied;
the service was materially different from the agreed description;
a duplicate or excess payment can be demonstrated;
applicable law requires a refund.

28. When a full refund is not automatic

A full refund may not automatically be appropriate where:

a genuine portion of the work has already been completed;
agreed materials or customized goods have already been purchased or produced;
the customer changed the agreed scope;
the customer’s preference changed after proper delivery;
the customer failed to provide required access or cooperation;
a genuine non-refundable third-party cost was incurred.

Mandatory consumer law prevails where it requires a different result.

29. Partial work and proportional settlement

For partially completed work, the parties may consider the completed portion, usable result, materials and remaining work when agreeing a proportional payment or partial refund. Aviggo does not impose a universal percentage unless a specific paid flow expressly states one.

30. Materials and third-party costs

If a provider incurs agreed material, ticket, transport, delivery or other third-party costs that cannot be recovered, those costs may be relevant to a cancellation settlement. Keep receipts or other proof.

31. Local-business order requests

After a Business Profile accepts an order request, item, quantity, price, pickup/delivery and availability should be confirmed in messages. Sending an order request does not by itself guarantee stock availability or a final price.

32. Wrong, damaged or materially different items

If a local-business order is wrong, damaged, unsafe or materially different from what was agreed, contact the business promptly and preserve photos, receipts, messages or delivery evidence. Applicable consumer rights remain unaffected.

33. Evidence for a dispute

Useful evidence may include:

booking or order reference;
Aviggo messages;
agreed price and scope;
date/time and status history;
payment receipt or transaction reference;
relevant photos or video;
invoice, material receipt or delivery record;
other relevant documents.

Fabricating or altering evidence to mislead others is a serious policy violation.

34. Try to resolve the issue with the other party first

Unless there is a safety risk, fraud or serious misconduct, first explain the issue calmly in writing to the other party. State what happened and what resolution you are seeking.

35. Reporting a dispute or complaint to Aviggo

If the matter is not resolved, use the available Report feature or Contact Us. Include the booking reference, relevant messages, payment proof and a short chronology where possible.

36. What Aviggo may review

Aviggo may consider available platform records, booking status, timestamps, messages, reports, review history, account information and evidence provided by users. Additional information may be requested when necessary.

37. Actions Aviggo may take

Depending on the situation, Aviggo may:

direct users to relevant information for resolution;
remove or restrict policy-violating content;
issue warnings;
limit booking, messaging or other features;
temporarily suspend or, in serious cases, close an account;
preserve relevant records for fraud or safety review.

Where Aviggo does not hold the payment, it cannot forcibly deduct money from another user’s account to issue a refund.

38. Fraud, threats or safety incidents

If a dispute involves fraud, threats, violence, stalking, theft, child safety, prohibited services or another serious safety issue, do not rely only on ordinary payment negotiation. Follow Safety & Trust guidance and seek appropriate authority assistance when necessary.

39. Bank, card or external-payment disputes

Banks, card issuers, mobile financial services and other payment providers may have their own reversal, chargeback or complaint processes. Aviggo does not control those outcomes. Do not make false or duplicate claims about the same transaction.

40. Bangladesh consumer rights

This Policy does not limit mandatory rights under the Consumer Rights Protection Act, 2009, applicable digital-commerce guidance or other applicable Bangladesh law. Where a mandatory legal rule conflicts with this Policy, the applicable law prevails.

41. Abuse of the dispute system

Fake refund claims, forged receipts, fabricated evidence, false non-delivery claims, repeated disputes used for harassment or misuse of reporting to pressure another user are prohibited. A good-faith complaint is not a violation merely because it cannot ultimately be proven.

42. Policy updates and contact

This Policy may be updated as Aviggo’s booking, payment or marketplace features change. Material changes will be published on this page and reflected in the “Last updated” date. Use Contact Us for questions or complaints.

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