Frequently Asked Questions
CUSTOMER FAQs
BOOKINGS
- Download Ontizi App on Appstore or Play store.
- Set up your account in 2 easy steps.
- Explore servicers/ search in the categories for the servicer you want.
- Select a service
- Select preferred day- time slot- click on book
- Review service details and price- click on confirm and pay.
- Enter preferred payment method- click get payment instructions
- If paying by mobile money, wait up to a minute for a Selcom payment pop-up window on your screen, then authorize payment by pressing 1, then inserting a mobile payment pin to continue.
- If paying by card, then insert the preliminary details, and wait for a payment authorization window to load, then authorize the payment.
Please note that the payment authorization process might differ depending on the mobile network and may be subject to change without our pre-approval. We strive to update the information as fast as we receive it.
After confirming the booking, a page with options to manage this appointment will show, including contact details and their location.
Problems happen and we understand that. We encourage you to wait for no more than 15 minutes and, depending on the circumstance, try to resolve the issue with the Servicer first.
Alternatively, you can opt to cancel your appointment and apply for a refund with us, subject to our terms and conditions.
You have the freedom to cancel your appointment any time up to your appointment’s hour. After that it is considered a no-show.
You will be charged a cancellation fee depending on when you canceled your appointment to compensate the servicer. Read more about our cancellation and no-show policy here.
You can earn money freelancing on Ontizi. Download our app on Appstore or Play store and add your business to your account.
PAYMENTS
You will be charged the full amount after inputting and confirming the payment details. However, your payment will only be released to your servicer after your appointment is honored.
If the error reads “an error occurred while trying to make the payment, please try booking again” - then you will have to go back to selecting a service again and booking it.
This means that you clicked Finish before the pop-up payment window appeared. This window takes up to 1 minute to appear depending on your network provider/ payment option.
To retry, go to bookings, and click on the correct “pending” booking, scroll to the bottom to first “check payment status”, and if payment is not received, then click “complete payment’’ to go back to the payment window. Only click finish after you have authorized payment.
You have the freedom to cancel your appointment any time up to your appointment’s hour. After that it is considered a no-show.
You will be charged a cancellation fee depending on when you canceled your appointment to compensate the servicer. Read more about our cancellation and no-show policy here.
We offer refunds based on the following policies you can read about here.
To apply for a refund, email us help@ontizi.tz;
- Subject being “Application for a refund
- In the body of text: state the reason i.e. stating the subsection in which your application qualifies for a refund i.e. 1.3(A) or 1.3(B),
- Attach proof in form of communication, photos or documents where applicable.
Please reach out to help@ontizi.tz;
- Subject being “Payment Issues”
- Body of text: state the reason and explain more,
- Attach proof in form of error message, photos or documents where applicable.
Make sure to include all necessary booking details that will help us in investigating your issue.
BUSINESS FAQs
BOOKINGS
Ontizi is a safe, reliable and automated platform for users to find and autonomously book services online. We provide users with the convenience to make & manage their bookings at any time without having to call you.
As a Servicer, you can benefit from a hands-off admin work approach as you receive automated confirmed bookings online and see your business’ progress, i.e., revenues, trends and customer reports in the same place at anytime, anywhere, on your fingertips.
That's great! You have room to select during registration- to offer multiple slots in a certain time frame. When one slot is booked, the calendar will still be visible as open to book until all slots per time frame are booked then the slot will gray out.
When a client cancels, we will notify you instantly, the time slot in your calendar automatically reopens for other clients to book. We process payouts to servicers or refunds to the client based on the cancellation policy applicable.
Setting up takes only a few minutes, everything is simple and straightforward.
- Download Ontizi app on Appstore or Play store.
- Set up your account in 3 easy steps
- Add your business from the registration process or later via settings under Ontizi for Business within the app.
- You can also register via a desktop/laptop through our Dashboard for Business portal here: https://app.ontizi.com/web/dashboard
PAYOUTS
Ontizi allows you to receive settlements weekly, and a minimum of 24 hours after a reservation is honored. Payouts are paid in to the payout method you provided us with during registration.
Example: If you had 5 honored appointments that week, you would receive the money for all of 5 them on the payout day. 24 hours must have passed, for you to be paid for your most recent honored booking, or you will be paid only for the 4 that qualify a payout.
BOOKINGS
Clients will select services and pick their respective time slots as you make available to them and afterwards, they will pay for them fully online, which will act as a booking confirmation. You will then be notified of a new booking via an SMS & push notification and that slot will automatically become unavailable for others to book.
If you will avail more than one slot for the same time frame, then the slot will continue to be visible for others to book to the total number of slots per time frame.
Upon arrival the clients will present their booking details which should match the confirmation details you received via SMS. Make sure to cross-check this information before beginning service.
Ontizi strives to connect committed service providers to honest clients in need of different services. To avoid no shows, cancellations and late shows, Ontizi offers a unified cancellation policy (insert the link) to protect your business! Ontizi will charge a fraction of or the entire booking amount depending on the time of cancellation or reason for cancellation as a cancellation or no-show fee, this payout net of any service fees will be paid out to you.
Immediately, reach out to your client to communicate the situation with them and offer them the ability to reschedule to the next available slot/ cancel where necessary.
Next step is to cross-check in the specific overbooked service details” to ensure that you have limited the quantity of bookings per service slot to the number of bookings/clients you can accommodate per slot.
To do this.
- Go to the business tab
- Click on your registered business
- Scroll down and click on the related overbooked service
- Scroll down to “quantity”
- Ensure that the quantity you have allowed per service slot is what you can accommodate. e. from 9am-11am (120mins)- the quantity is 2. Meaning only two people maximum can book this slot.
- Repeat cross-checking quantities allowed for every service you offer.