Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

Booking Policy

This Booking Policy governs how service appointments are scheduled, confirmed, modified, and completed on Servana across all service categories including home repairs, technicians, cleaning, healthcare, and professional services.

1. How Booking Works

1. Browse service providers by category, location, rating, and price
2. View provider profile, credentials, reviews, and available time slots
3. Select a service, date, and time slot
4. Provide service address and any special instructions
5. Confirm payment (upfront or as specified by provider)
6. Receive booking confirmation with provider details
7. Provider arrives at scheduled time to perform the service
8. Mark service as completed and leave a review

2. Payment Requirements

Bookings require confirmed payment or sufficient Servana Wallet balance unless the provider offers pay-on-completion. Payment methods include card, bank transfer, USSD, and wallet. The total amount (including any service fees) is displayed before confirmation.

3. Booking Confirmation

A booking is confirmed when:

• Payment is successfully processed, AND
• The provider accepts the booking (for request-based providers), OR
• The time slot is auto-confirmed (for instant-book providers)

You receive a confirmation notification with booking details, provider contact (via in-app chat), and service address.

4. Provider Availability

Providers maintain their availability calendars in the Servana provider dashboard. Available slots are shown in real-time. Servana does not guarantee provider availability beyond what is displayed in the calendar.

5. Rescheduling

You may reschedule a booking subject to provider rules:

• Reschedule requests must be made at least 12 hours before the appointment (unless provider allows shorter notice)
• Select a new available time slot through the app
• Provider must accept the new time (for request-based rescheduling)
• One free reschedule is typically allowed; additional reschedules may incur fees

6. Cancellations

Cancellation fees and refund amounts depend on timing. See our Cancellation Policy for full details. Cancel through My Bookings in the app.

7. No-Shows

A no-show occurs when:

• Customer no-show: You are not available at the service address at the scheduled time. The provider may charge up to 100% of the booking fee after waiting a reasonable period (typically 15–30 minutes).
• Provider no-show: The provider fails to arrive without notice. You receive a full refund and may rebook with another provider.

8. Service Completion

After the service is performed:

• The provider marks the booking as completed in the app
• Payment is released to the provider (if not already captured)
• You are prompted to rate and review the service
• Report any issues within 48 hours for dispute resolution

9. Additional Charges

If the provider identifies work beyond the original booking scope, they must obtain your approval before proceeding. Additional charges must be agreed upon in-app. Disputes over unauthorized additional charges can be raised through the dispute center.

10. In-Home Service Safety

For services performed at your location:

• Ensure a safe and accessible work environment
• Secure valuables and pets before the provider arrives
• Providers are background-checked but Servana recommends being present during service
• Report any safety concerns immediately via in-app reporting or safety@servana.ng

11. Healthcare Bookings

Doctor and healthcare appointments have additional requirements:

• Providers must hold valid medical council registration
• Telemedicine consultations are conducted via secure in-app video where available
• Prescriptions and medical advice are the sole responsibility of the licensed provider
• Servana does not provide medical advice or endorse specific treatments

12. Contact

Booking support: support@servana.ng · Provider inquiries: providers@servana.ng

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Questions? Contact support@servana.ng or privacy@servana.ng.