1. When refunds apply
Full or partial refunds may apply where the Provider does not arrive, does not complete the agreed work, performs work materially different from the approved Quote, or where a Job dispute is decided in the Customer's favour. Where sign-off has not yet occurred, refunds are typically faster because funds have not been released to the Provider.
2. How to request a refund
Raise a refund request from the affected Job Card or via /support. Attach evidence (photos, Completion Report references, messages) to speed up review.
3. Process and timing
Refunds are processed to the original payment method through Paystack. Card refunds typically take 3–10 business days to reflect depending on your bank. For EFT or manual payments, refunds are made to the account of origin subject to verification.
4. Platform & protection fee
Whether the FIX IT platform & protection fee is refundable depends on the reason for refund. The fee is refunded in full where a Provider no-show, non-completion or FIX IT-side error is the cause; it may be retained where the Customer cancels without a safety reason after Provider work has already been performed.
5. Consumer rights
Nothing in this policy limits your rights under the Consumer Protection Act, 68 of 2008.
Last updated: placeholder. Final version pending legal review by EMPOWR (Pty) Ltd.