Cancellations & remedies

Before a booking is accepted

A website enquiry is not a confirmed booking. There is no cancellation charge just for withdrawing an enquiry. The written quote confirms price, scope, appointment arrangements and payment terms before acceptance.

Cancelling or rescheduling an accepted booking

Contact the published service contact promptly with your reference and preferred outcome. We assess any cancellation charge case by case. It must be reasonable under applicable law, taking account of the notice given, the nature of the service, the ability to find another customer and relevant industry practice. There is no automatic blanket forfeiture or fixed “no refunds” rule.

Where the Consumer Protection Act’s advance-booking rules apply, a charge may not be imposed where the booking cannot be honoured because of the death or hospitalisation of the person for whose benefit it was made. Any amount lawfully due and any refund are explained in writing.

Eligible electronic cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies to a service transaction, a consumer may cancel within seven days after conclusion of the agreement without a reason or penalty, subject to that Act’s conditions and exceptions. An applicable refund is due within 30 days after cancellation.

The Act contains an exception for services begun with the consumer’s consent before the cooling-off period ends. If an early appointment is requested, we must separately explain the effect and obtain informed agreement before starting. Merely submitting a request does not waive any cooling-off right. Direct-marketing transactions may have a different statutory regime; we do not treat a single deadline as applying to every transaction.

Unsafe conditions, access problems or provider cancellation

Tell us about access restrictions and known safety issues before acceptance. If the agreed work cannot safely proceed, we discuss the cause, work already performed, reasonable costs, alternatives and any refund required by law. If we cannot provide the agreed service, we offer a fair rescheduling or refund arrangement consistent with your rights.

Unsatisfactory service

If the Consumer Protection Act applies and the service fails to meet its required quality standards, available remedies can include correcting the defective service or a reasonable refund of the price paid, having regard to the extent of the failure. A scope limitation does not remove these rights. A pre-existing vehicle fault is assessed separately from whether our agreed service was properly performed.

How to raise a complaint

1. Send your reference, vehicle details, concern, supporting information and desired outcome to the published service contact.
2. We aim to acknowledge within two business days and give a substantive response within ten business days, or explain the investigation timetable.
3. Keep the quotation, report, correspondence and receipts. Do not send unnecessary ID or banking documents through the public form.

You may approach an appropriate consumer authority, ombud, tribunal or court without giving up mandatory rights. The National Consumer Commission provides consumer complaint information; automotive disputes may also fall within the Motor Industry Ombudsman of South Africa jurisdiction. Eligibility depends on the dispute and applicable scheme.

Keep a copy of the terms and quotation that apply to your booking. Updates apply prospectively; they do not remove rights attached to an existing agreement.