Plug A Pro

Refunds & Cancellations

This policy explains when you can cancel a booking, when fees apply and how refunds are processed. It forms part of our Terms of Service.

This section explains how cancellations, customer service payment refunds, provider credit reversals and disputes are handled on Plug A Pro. Your statutory rights under South African law, including the Consumer Protection Act 68 of 2008, apply throughout and override this section where required by law.

27.1 Platform role

Plug A Pro is a platform that helps customers find and book independent service providers. The service contract for the actual work is between the customer and the independent provider. Plug A Pro may facilitate intake, matching, quotes, communication, job records, support, provider credits and payments where implemented. Plug A Pro does not perform the service itself.

27.2 What Plug A Pro can and cannot refund

  • Platform-facilitated customer payments: where Plug A Pro handled the customer payment, Plug A Pro may process or facilitate a refund according to this section, the Platform record, payment processor rules and applicable law.
  • Direct or off-platform payments: where the customer paid the provider directly, Plug A Pro can review the dispute record and support communication, but cannot refund money it never handled.
  • Provider credit purchases: provider credit reversals are handled under the Provider Credits Terms and Rules. They are separate from customer service payment refunds.
  • Provider lead-credit deductions: a lead-credit reversal restores provider credits in the provider wallet ledger where approved. It is not a refund to the customer.
  • Provider settlements: where Plug A Pro facilitated payment to a provider, provider settlement deductions may apply for provider-caused failures, refunds, chargebacks, fraud, no-shows or other breaches under the Service Provider Terms (§ 28).

27.3 How to request help

Contact support via WhatsApp or email at support@plugapro.co.za. Include the booking, job, payment or lead reference; the reason for the cancellation, refund, reversal or dispute; and supporting evidence such as photos, screenshots, written quotes, job notes or messages. We aim to acknowledge requests within 1 business day and provide a decision or next step within 5 business days. Complex disputes may take longer where both sides need to respond.

27.4 Customer cancellation scenarios

Before a provider is assigned or selected: if Plug A Pro facilitated payment and no provider has been assigned or selected, the customer will generally receive a full refund to the original payment method, subject to payment processor timing and applicable law.

After provider assignment or selection, but before dispatch: the customer will generally receive a refund less any cancellation or call-out fee that was clearly disclosed and approved in the quote or booking record, subject to applicable law.

After the provider is en route, has arrived or cannot access the site: a disclosed call-out fee, travel cost or reasonable preparation cost may be deducted where the Platform record supports it and the fee was properly disclosed. Customers must provide accurate address details, site access and a reasonably safe site.

Incorrect customer information: where work cannot proceed because the customer supplied materially incorrect information, Plug A Pro may facilitate a partial refund, settlement adjustment or cancellation outcome based on the quote, job record, provider evidence and applicable law.

27.5 Provider-caused cancellations and failures

If a provider cancels, does not arrive, lacks the required tools, skills, licence or availability or otherwise causes the job to fail, the customer may be entitled to a full or partial refund where Plug A Pro facilitated payment. Provider-caused failures are recorded and may result in provider suspension, removal, lead-credit consequences or settlement deductions.

27.6 Quality complaints and incomplete work

The provider is responsible for workmanship, site conduct, tools, licensing, insurance, safety compliance and legal compliance. Plug A Pro will facilitate a support process by reviewing the quote, written approvals, photos, job notes, WhatsApp messages, status updates and provider response. Where the Platform record supports the complaint and Plug A Pro facilitated payment, possible outcomes include rework discussions, full or partial refund, provider settlement hold, provider settlement deduction or account action. Plug A Pro does not become the provider of the service and does not guarantee workmanship or outcome unless expressly stated otherwise.

27.7 Extra work

Customers must approve extras in writing through the Platform before the provider performs that extra work. If extra work was approved and paid for but not completed, the customer may be entitled to a refund for the unperformed approved extras where Plug A Pro facilitated that payment. Verbal or off-platform extras are harder to support and may be treated as a direct customer-provider dispute.

27.8 Fraud, abuse, chargebacks and unsafe conduct

Plug A Pro may delay, refuse, reverse or investigate a refund, credit reversal or settlement where there is suspected fraud, abuse, fabricated evidence, unlawful conduct, payment reversal, chargeback, unsafe site conduct or breach of these Terms. Payment processor chargeback rules may override normal Platform timing.

27.9 Provider credit purchase reversals

Provider credit purchase reversals are separate from customer refunds. Purchased provider credits are generally non-refundable once bought, except where required by law or where Plug A Pro approves a reversal due to a clear platform or system error, duplicate payment, failed credit allocation, incorrect deduction, suspected fraud or chargeback reversal or another admin-approved exception.

27.10 Provider lead-credit deduction disputes

Providers may query a lead-credit deduction where the lead was invalid, duplicated, materially in the wrong category or location, linked to an invalid customer number, not actually requested by the customer, cancelled before unlock or affected by platform error. Approved disputes are restored as provider credits through the wallet ledger.

Contact

Questions about a refund: support@plugapro.co.za or WhatsApp +27 69 355 2447.