1. What this policy covers
This Refund & Cancellation Policy applies to (a) payments Buyers make for Orders through Sukii's in-platform PayMongo checkout — whether paid in full or secured with a reservation deposit, (b) reservation deposits Clients pay to secure a service booking, and (c) a Seller's paid Featured/Flash Deals promotional add-on purchase (Section 8). Every Sukii Seller lists free, with no membership fee or listing fee to refund. It does not cover advertising spend you pay directly to third parties, or any service purchased outside of Sukii.
2. Order refunds — general principle
Sukii collects payment for an Order on the Seller's behalf. For a full payment, Sukii later remits the Seller's share, less our commission. For an Order secured with a reservation deposit, Sukii keeps that deposit as its commission and the Seller collects the remaining balance directly — see Section 5 for how a reservation deposit is handled if the Order is cancelled instead of completed. Because the Seller is the one preparing and delivering the product, refund requests for a specific Order are handled as follows:
- Before the Seller has started fulfilling your Order (e.g. you ordered by mistake, changed your mind, or the Seller hasn't yet acknowledged it), you may cancel for a full refund by contacting the Seller through in-platform chat or messaging Sukii support.
- If the Seller cannot fulfil your Order (out of stock, unable to deliver, etc.), you are entitled to a full refund.
- If an item arrives materially different from its listing (wrong item, not as described, damaged in a way the Seller is responsible for), message the Seller first — most issues are resolved directly. If unresolved, contact Sukii support with your Order details and we will review and, where warranted, refund the Order in full or in part.
- Once an Order has been delivered and accepted as described, it is not eligible for a Sukii-initiated refund; any post-delivery arrangement (returns, exchanges) is between you and the Seller per their own stated policy, if any.
3. What is never refundable on an Order
- The PayMongo payment-gateway fee charged on the transaction.
- An Order already delivered and accepted as described.
- Buyer's remorse after a Seller has already begun preparing a custom or made-to-order item, unless the Seller agrees otherwise.
4. How Order refunds are paid out
Where a refund is approved, we refund the Buyer's original payment method via PayMongo. If the Seller's share of that Order has already been included in a settled payout, Sukii will offset the refunded amount against the Seller's next scheduled payout, or invoice the Seller directly where offsetting isn't possible.
5. Booking cancellation by the Seller (provider)
If the Seller cancels a confirmed booking, the Client receives a full refund of whatever they paid — a reservation deposit or the full price — with no PayMongo fee deducted, regardless of how close to the appointment the cancellation happens. The Seller isn't at fault, so Sukii absorbs that processing cost itself rather than passing it to the Client.
6. Booking cancellation by the Client
If the Client cancels, whether their payment is refunded depends on timing — the same rule whether they paid a reservation deposit or the full price:
- Enough notice given (at least the Seller's configured no-show/cancellation window before the appointment — 24 hours by default, shown on the booking) — the payment is refunded less the non-refundable PayMongo payment-gateway fee (Section 3).
- Inside that window, or a genuine no-show — the payment is forfeited; no refund is issued. Where it goes next depends on how it was paid — see Section 7.
7. How a booking payment is commissioned
A reservation deposit equals the category commission for that booking and is kept by Sukii in full as its commission no matter what happens next — completed, cancelled, or forfeited, it is never split with or disbursed to the Seller. A full payment is the Seller's revenue less Sukii's commission, same as a regular Order: if the booking completes, or if the Client forfeits it under Section 6, the Seller is paid their share on the usual payout schedule — a forfeiture doesn't hand that money to Sukii, it compensates the Seller for the slot they held. Where Section 5 or 6 above entitles the Client to a refund instead, that refund is issued regardless of this commission treatment.
8. Featured & Flash Deals add-on purchases (Sellers)
A Featured or Flash Deals placement is a paid promotional add-on — separate from any Order or booking commission, and separate from the free listing itself. Once a placement has gone live (its start date has passed and the listing is actively being promoted), the purchase is strictly non-refundable — no partial, prorated, or cash refund is issued for any remaining time on that placement. If you cancel before the placement's start date, you are eligible for platform credit only, applied toward a future Featured or Flash Deals purchase — no cash refund is issued in that case either. To cancel a not-yet-started placement, message Sukii support with your Seller USID and the placement details.
9. Duplicate or erroneous charges
If you are charged twice for the same Order, booking, or add-on placement, or charged in error through a clear processor or system fault, we will refund the duplicate/erroneous amount in full once verified.
10. How to request a refund or cancellation
For an Order, message the Seller in-platform first, then message Sukii support with your Order details if unresolved. For a booking, cancel directly from the Seller's booking system, or message us and include your booking details and the Seller's Unique Seller ID (USID). We aim to acknowledge requests promptly and to review them without unnecessary delay. Approved refunds are returned to your original payment method; the time for funds to appear depends on your bank or wallet and PayMongo's own timelines.
11. Chargebacks
Please reach out to us before filing a chargeback or dispute with your bank or wallet — most issues are resolved faster directly. Filing a chargeback for an Order that was delivered as described, or in bad faith, may result in suspension of your account while we provide the processor with proof of delivery.
12. Your statutory rights
Nothing in this policy removes or limits the rights granted to you under the Consumer Act of the Philippines (Republic Act No. 7394) or other applicable law. Where a mandatory legal right gives you a stronger remedy, that right prevails.
13. Contact
Questions about an Order, a refund, a booking deposit, or an add-on placement? Message us on Messenger (fastest) or email sukiicapiz@gmail.com.