1. Wallet top-ups
Parents add money to their AuntyNow wallet through Paystack. Wallet credit is created only after our server verifies with Paystack that the transaction reference, amount, currency and status are correct. A browser redirect to the callback URL by itself does not credit a wallet.
We use idempotency checks so that repeated callbacks or webhooks do not create duplicate credit. Top-ups are non-refundable to the original payment method except as described in this policy or required by law.
2. Booking escrow
Creating a booking immediately moves the full care value plus service fee from the Parent's available wallet into a held booking escrow. While the booking is matching, assigned, en route, arrived or in progress, those funds are held by AuntyNow and are not available to either party.
3. Parent cancellation
A Parent may cancel in the app while a booking is matching, assigned or en route. The full held amount returns to the Parent's available wallet as platform credit. After the Caregiver has arrived, in-app cancellation is unavailable and support must review the circumstances.
If a Parent cancels repeatedly, cancels after arrival without a valid reason, or fails to be present or reachable at the care location at the scheduled time, AuntyNow may, after review, forfeit part or all of the escrow to compensate the Caregiver and cover platform costs.
4. Caregiver cancellation and no-shows
If a Caregiver fails to arrive or complete a booking without a valid reason, AuntyNow may cancel the booking, return the held amount to the Parent's available wallet and take enforcement action against the Caregiver's account, up to and including permanent removal from the platform.
5. Late-arrival service credit
When recorded arrival is more than 10 minutes after the scheduled start time, one booked hourly-rate amount is returned to the Parent's available wallet when the booking completes, and the Caregiver release is reduced by the same amount. This is wallet credit, not an automatic reversal to the original card or bank method.
6. Disputes and chargebacks
If you believe a payment or booking charge is incorrect, contact hello@auntynow.ng with the booking ID and payment reference. We will review the booking record, escrow status and tracking events before making a determination.
Initiating a chargeback or dispute with your bank before contacting us may result in account suspension until the matter is resolved. If a chargeback is found to be invalid, we reserve the right to recover fees and costs.