Cancellation and refund policy

Tradi is not yet open for bookings and takes no payment today. This policy applies from the day bookings open, and is published now so that it can be read in advance.

• Cancel at least 24 hours before the job starts and you get everything back.
• If the tradesperson cancels, you get everything back, whenever it happens.
• If the work was not done, or not as agreed, we put it right at no extra cost, refund the part that was not done properly, or refund the job in full where none of it was usable.
• Refunds go to the card or account you paid from. We start them within 3 business days.

At least 24 hours before the booked start time

Cancel from your booking in the app and the deposit or call-out fee is refunded in full. No fee, no reason needed.

Less than 24 hours before

The tradesperson has usually turned down other work to hold the slot, so a late cancellation is at their discretion. They may keep some or all of the deposit or call-out fee to cover the time they cannot fill. Anything beyond that is refunded.

If you believe an amount kept is unreasonable, write to us and we will look at it. Where a cancellation is caused by something outside your control - illness, a death, an accident, weather that makes the work unsafe - tell us, and we will normally refund in full.

You get a full refund of everything you have paid, however close to the booking it happens. We will also help you find someone else for the job.

The same applies if the tradesperson does not turn up, or turns up unable to do the work they accepted.

Tell us within 7 days of the job date, with a short description and photographs where they help. We hold your payment until you confirm the job is complete, so in most cases the money has not yet reached the tradesperson.

We will ask the tradesperson for their side, and then either:

• arrange for the work to be put right at no extra cost to you;
• refund the part of the job that was not done or not done properly; or
• refund the job in full, where none of it was usable.

We aim to reach a decision within 5 business days of hearing from both sides. This process does not take away your right to pursue the matter yourself.

Refunds are made to the original payment method through PayFast. We cannot pay a refund to a different card or account, which is a fraud-prevention rule rather than a preference.

We start an approved refund within 3 business days. After that it is with your bank, which typically takes a further 5 to 10 business days to show the money in your account. We cannot speed that part up, but we can show you when we sent it.

Nothing in this policy limits the rights you have under the Consumer Protection Act 68 of 2008, including your right to cancel an advance booking and your right to services performed with reasonable skill and care. Where this policy gives you more than the Act requires, the better outcome applies.

Cancel or raise a problem from the booking itself once bookings are open. You can always write to hello@tradi.co.za instead - include the booking reference and what went wrong.

Our full company details are on the contact page, and the wider terms are on the terms and conditions page.