Refund & Cancellation Policy
Last updated: 28 July 2026
This policy explains how refunds and cancellations work on BookChain, operated by CHAINREACTION TECHNOLOGIES LIMITED. It covers two separate things: (1) subscription fees that Providers pay us for the Service, and (2) payments that Customers make for bookings with a Provider.
1. Provider subscriptions
Subscription plans are billed monthly in advance. You can cancel your subscription at any time from your dashboard; cancellation stops the next renewal and your plan stays active until the end of the current paid period.
- We do not usually provide partial refunds for the remaining days of a monthly period once it has started.
- If you believe you were charged in error, or the Service was unavailable for an extended period due to a fault on our side, contact us and we will review your case fairly.
- Any approved refund is returned to the original payment method within a reasonable period, subject to the payment provider's processing times.
2. Customer bookings
When a Customer pays for a booking, the payment is for a service provided by the Provider, not by BookChain. Each Provider sets their own cancellation and refund terms, which should be shown at the time of booking.
- Cancellations by a Customer are handled according to the Provider's stated terms — for example, a full refund if cancelled a set number of hours before the appointment.
- Cancellations by a Provider — if a Provider cancels a confirmed booking, the Customer is entitled to a refund of amounts paid for that booking, unless an alternative is agreed.
- Disputes about a specific booking should first be raised with the Provider. We can help facilitate contact where needed.
3. How refunds are made
Refunds are returned through the original payment method, such as mobile money or card, and are processed by the relevant payment provider. Timing depends on the provider and is usually a few business days.
4. Non-refundable items
Except where required by law, transaction or gateway processing fees already charged by a payment provider may not be refundable, even where the underlying amount is refunded.
5. How to request a refund
To request a refund or raise a billing issue, contact us at billing@bookchain.co.zm with your account details and, where relevant, the booking reference. We aim to respond within a reasonable time and to resolve issues fairly.
6. Your legal rights
This policy operates alongside your rights under applicable Zambian consumer law, which are not affected by anything stated here.
7. Contact
CHAINREACTION TECHNOLOGIES LIMITED, [registered office address], Lusaka, Zambia · billing@bookchain.co.zm