Booking Fee & Cancellation Policy

1) Overview & definitions

Booking/assessment fee (“booking fee”): the amount you pay on the Platform to reserve an appointment.

Diagnostics / Vehicle assessment fee (“diagnostics fee”): for diagnostic/assessment appointments, this is the full price of that appointment.

Service centre: the independent business that performs the work.

Appointment: the date/time you choose for services at the service centre.

This policy should be read together with our Terms of Service and Privacy Policy.

2) When fees apply

Standard service packages (e.g., “Minor Service”, “Brakes”): you pay a booking fee to secure the slot. It covers scheduling/coordination and is not a pre-payment for the service centre’s invoice.

Diagnostics / Vehicle assessment: you pay a diagnostics fee, which is the full fee for the diagnostic/assessment appointment itself (e.g., scan and basic checks described on the package page). It is not a deposit toward any later repair work.

3) Cancelling or rescheduling (you)

Cancel ≥ 24 hours before your appointment (standard or diagnostics): full refund of the fee you paid (booking fee or diagnostics fee).

Reschedule ≥ 24 hours before: one reschedule free of charge (no new fee).

Cancel or reschedule within 24 hours, or no-show (arriving >30 minutes late or not arriving): the fee is forfeited.

To cancel or reschedule, use “Change / Cancel booking” in your confirmation email or email admin@mainbay.co.za with your order number.

4) Cancelling or rescheduling (service centre / MainBay)

If the service centre or MainBay cannot honour the appointment (staffing, parts, emergencies):

You may reschedule at no cost, or

Receive a full refund of the fee paid (booking fee or diagnostics fee)—your choice.

5) Incorrect or incomplete information

MainBay and/or the service centre may decline or cancel a booking if the information provided is incorrect or incomplete (e.g., different vehicle/engine, undisclosed modifications, safety issues).

If this causes the appointment to be abandoned on the day, the fee may be forfeited.

You’re welcome to rebook with the correct details.

6) What fees do and don’t cover

Diagnostics fee covers the diagnostic/assessment session described on the package page (e.g., fault-code scan and basic checks). If further diagnostic time, teardown, or road-testing is needed, the service centre will quote you first.

Booking fee (standard services) doesn’t cover parts, labour, consumables or diagnostics—those are quoted and billed by the service centre directly to you.

Neither fee is credited to any later repair or service unless expressly stated on the package page.

7) Refund method & timing

Approved refunds are made to the original payment method. Banks typically take 3–10 business days to reflect the credit after we process it.

8) Force majeure / safety

If severe weather, load-shedding, supply issues, or other events beyond anyone’s control affect your appointment, we’ll reschedule at no cost or refund the fee.

9) Statutory rights

Nothing in this policy limits your rights under South African law (including the Consumer Protection Act, where applicable).

10) Contact

Questions or changes? Email admin@mainbay.co.za and include your order number.