Refund and Cancellation Policy

Last updated: 29 April 2026

This Refund and Cancellation Policy (“Policy”) explains what happens when a booking is cancelled or a refund is requested on the Plug A Pro platform. It is part of our Terms of Service. Your rights under the Consumer Protection Act 68 of 2008 (“CPA”) apply throughout and are not excluded by this Policy.

1. How to Request a Cancellation or Refund

Your booking reference number
The reason for the cancellation or refund request
Any supporting evidence (photos, screenshots, notes)

We aim to acknowledge cancellation and refund requests within 1 business day and to make a decision within 5 business days. Complex disputes involving service quality may take longer to investigate.

2. Cancellation Scenarios and Outcomes

Your refund entitlement depends on who cancels, when, and what stage the booking is at.

Scenario A — Customer cancels before Provider is assigned

Customer refund: Full refund to original payment method (or Credits if paid with Credits)
Provider: Not affected (not yet assigned)
Processing time: 5–7 business days for card/EFT; Credits returned within 24 hours

Scenario B — Customer cancels after Provider is assigned but before Provider dispatches

Customer refund: Full refund to original payment method, less any applicable call-out or cancellation fee disclosed in the Quote. If no fee was stated, full refund.
Provider: May receive a partial cancellation allowance if Plug A Pro's policy provides for this
Processing time: 5–7 business days

Scenario C — Customer cancels after Provider has dispatched (is en route or has arrived)

Customer refund: Full refund less any call-out fee disclosed in the Quote, and less any reasonable travel or preparatory costs incurred by the Provider as stated in the Quote
Provider: Entitled to call-out fee as quoted, where applicable
Processing time: 5–7 business days after call-out fee deduction is confirmed

Scenario D — Customer not available / no access / unsafe site

Customer refund: Refund less call-out fee if Provider arrived but could not access the site. If no call-out fee was quoted, the parties bear their own costs.
Provider: Entitled to quoted call-out fee where Provider arrived and attempted to access the site
Note: Customers must ensure the site is accessible and safe. Plug A Pro reserves the right to reduce or withhold a refund where the Customer's failure prevented the service.

Scenario E — Provider cancels

Customer refund: Full refund to original payment method (or Credits). No cancellation fee applies to the Customer.
Provider: Provider cancellation is recorded and may affect Provider standing on the Platform. Plug A Pro may deduct from Provider settlement for associated Platform costs, per the Service Provider Terms.
Processing time: 5–7 business days for card/EFT; Credits returned within 24 hours

Scenario F — Provider no-show

Customer refund: Full refund to original payment method (or Credits)
Provider: No-show is recorded. Provider may be suspended or removed from the Platform for repeated no-shows. Plug A Pro may withhold Provider settlement where applicable.
Processing time: 5–7 business days for card/EFT; Credits returned within 24 hours

Scenario G — Work cannot proceed due to incorrect Customer information

Customer refund: Refund less call-out fee (if Provider arrived) or less a cancellation fee (if Provider was preparing based on incorrect information). Admin will assess on the evidence.
Provider: Entitled to compensation for reasonable preparatory costs or call-out, where supported by the booking record

Scenario H — Work cannot proceed because Provider lacks required tools, skills, or materials

Customer refund: Full refund. This is Provider-caused failure.
Provider: No payout. Platform may take disciplinary action.

Scenario I — Job completed but Customer complains about quality

Customer refund: Not automatic. Plug A Pro will review the complaint, booking record, photos, and Provider response. Refund, partial refund, credit, or rework may be offered depending on evidence and CPA obligations.
Provider: Must cooperate with the complaint review. May be required to redo work at no extra charge where workmanship was defective. Provider is liable for defective work under the CPA.
Timeline: Plug A Pro aims to respond within 5 business days. Complex cases may take longer.

Scenario J — Job partially completed

Customer refund: Pro-rated refund for the unperformed portion, assessed against the Quote and job record
Provider: Payment for completed portion only, subject to evidence and Customer agreement

Scenario K — Extra work approved by Customer but not completed

Customer refund: Full refund of the approved extras that were not performed

Scenario L — Plug A Pro cancels for operational reasons

Customer refund: Full refund to original payment method (or Credits). No penalty to Customer.
Provider: Not penalised for Plug A Pro-initiated cancellations

Scenario M — Fraudulent or abusive booking

Customer refund: Determined by Plug A Pro admin investigation. Where the Customer committed fraud, no refund may be due, and account suspension may apply.
Provider: Where fraud involved a Provider, Provider may face deduction, suspension, or removal.

Scenario N — Force majeure or unsafe conditions

Customer refund: Full refund where the booking cannot proceed due to genuinely unforeseeable circumstances beyond either party's control (e.g., natural disaster, declared state of emergency, dangerous site conditions not caused by either party)
Provider: Not penalised

3. Refund Methods

Paid by card or EFT through the Platform

Refunds for card and EFT payments are returned to the original payment method, subject to payment processor processing times (typically 5–7 business days for card; up to 10 business days for EFT).

Paid with Credits

Refunds for Credits-funded bookings are returned to your Credits balance as Refund Credits. See the Provider Credits Terms and Rules for full details.

Mixed payment (Credits + card/EFT)

Where a booking used a mix of Credits and another payment method, the cash/card portion is refunded to the original payment method first, and the Credit portion is returned to your Credit balance.

4. Service Quality Complaints

If you are not satisfied with the quality of work performed, contact us as soon as possible after the job — ideally within 3 days of completion. Delay in reporting may reduce our ability to investigate and assist.

Provide: a description of the problem, photos if available, and what remedy you are seeking (redo, partial refund, full refund).

The service contract is between you and the Provider. Under the Consumer Protection Act, Providers are responsible for defective workmanship. Plug A Pro will facilitate the complaints process, review available evidence, and may withhold Provider payment or require rework where the complaint is upheld. Plug A Pro does not take over the Provider's liability for their own work.

5. Your CPA Rights

Under the Consumer Protection Act 68 of 2008, you may be entitled to:

Cancel certain service agreements within 5 business days of entering into them under certain conditions
A remedy where goods or services are defective, substandard, or not as described
Fair and honest dealings from Providers
Access to our complaints process

If you believe a Provider has engaged in conduct that violates the CPA, you may also approach the National Consumer Commission at thencc.gov.za.

6. Contact

Cancellations and refunds: support@plugapro.co.za
Plug A Pro — Registered in South Africa