Cancellation and refund policy

Tradi is not yet open for bookings and takes no payment today. This is our planned policy. We plan to process payments through Paystack, subject to activation of our account, and will publish final terms before you can book.

• Nothing is charged when you book, so cancelling before the work starts costs nothing, whoever cancels.
• You pay only after the work is done, and never more than the quote you accepted plus any change you approved.
• If something is wrong with the work, tell us within 7 days. Depending on the agreed or legally determined outcome, the remedy may be to 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.
• If you were charged too much, or charged twice, we refund the difference.
• We start a refund within 3 business days of the decision, to the card or account you paid from, or to a bank account in your own name if that cannot receive it.

Cancel from your booking in the app at any time before the work starts. Nothing has been charged, so there is no fee and nothing to refund, and no reason is needed. If the work is due soon, please cancel as early as you can so the tradesperson can plan their day.

Nothing has been charged, so you owe nothing, 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.

Please tell us from the booking within 7 days of the job date, with a short description and photographs. This reporting window does not remove your statutory rights or prevent a later report of a hidden defect.

We will ask the tradesperson for their side and aim to reach a decision within 5 business days of hearing from both sides, or of the deadline we give the tradesperson to reply if they do not. Putting the work right comes first. Depending on the agreed or legally determined outcome, the remedy may be to:

• 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 and not put right; or
• refund the job in full, where none of it was usable.

If you were charged more than the accepted quote plus the changes you approved, or charged twice for the same job, we refund the difference. This process does not take away your right to pursue the matter yourself.

Approved refunds are paid through Paystack to the original payment method. We will not silently substitute a wallet credit for an original-method refund.

We start an approved refund within 3 business days of the decision. 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.

If the original payment method can no longer receive the refund, we will ask for a bank account in your own name, verify it, and send the refund there.

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.