Cancellation & Refund Policy

This Cancellation & Refund Policy forms part of the TradesLink Terms and Conditions and applies to all users of the TradesLink platform.

1. Purpose

This Policy explains when a job may be cancelled, when refunds may be issued, and how cancellation fees are determined.

TradesLink aims to balance the interests of customers, tradespeople and the platform while promoting fairness, accountability and transparency.

2. Cancelling a Job

Jobs may only be cancelled through TradesLink's designated communication process. Users should notify TradesLink as soon as reasonably possible if they wish to cancel a job.

3. Customer Cancellation Before Acceptance

If a customer cancels a job before a tradesperson has accepted or committed to the work, the customer will generally receive a full refund.

4. Customer Cancellation After Acceptance

If a customer cancels after a tradesperson has accepted the job but before work begins, a cancellation fee may apply.

The cancellation fee will generally be the greater of:

• 5% of the agreed job value; or
• R100,

subject to a maximum fee of R500.

TradesLink reserves the right to reduce or waive the cancellation fee where fairness reasonably requires.

5. Customer Cancellation After Work Has Started

Once work has commenced, refunds are not automatic. TradesLink may investigate the circumstances before determining whether a:

• full refund
• partial refund; or
• no refund,

is appropriate. When making its determination, TradesLink may consider factors including:

• the amount of work completed
• the agreed scope of work
• communications between the parties
• photographs and videos
• invoices or quotations
• any other relevant evidence

TradesLink's determination is made solely for administering payments through the platform and does not constitute a legal judgment.

6. Tradesperson Cancellation

Tradespeople are expected to honour accepted jobs. Where a tradesperson cancels without reasonable justification, TradesLink may:

• issue a warning
• temporarily suspend the account
• permanently terminate the account for repeated or serious breaches

Where a tradesperson cancels before work begins, the customer will generally receive a full refund.

7. Failure to Attend

If either party fails to attend the agreed location without reasonable notice or explanation, TradesLink may investigate. Evidence may include:

• WhatsApp communications
• photographs
• videos
• timestamps
• location information
• statements from both parties

TradesLink may determine an appropriate refund or payment outcome based on the available evidence.

8. Changes to the Scope of Work

If either party wishes to significantly change the agreed scope of work after payment has been made, both parties should notify TradesLink before additional work proceeds.

Where appropriate, the existing agreement may be cancelled and replaced with a revised agreement and payment.

9. No Early Release of Funds

As a general rule, TradesLink does not release any portion of customer funds before a job has been completed or otherwise resolved under TradesLink's Terms and Policies.

Tradespeople are responsible for managing their own operating expenses, including the purchase of tools, equipment and materials required to perform their services.

Unless expressly approved by TradesLink in writing under a separate arrangement, no partial payment or advance payment will be released before completion of the job.

10. Refund Method

Approved refunds will generally be returned using the original payment method where reasonably possible. Refund processing times may vary depending on payment providers and financial institutions.

11. Disputed Refunds

Where a dispute exists, TradesLink may temporarily delay any refund while investigating. Users agree to cooperate by providing relevant evidence, including:

• photographs
• videos
• invoices
• WhatsApp communications
• written explanations
• any other information reasonably requested by TradesLink

Failure to cooperate may affect TradesLink's ability to resolve the dispute.

12. Fraudulent Refund Requests

TradesLink may refuse any refund request where there are reasonable grounds to believe that:

• false information has been provided
• evidence has been manipulated
• fraud has occurred
• the platform is being abused
• users have attempted to circumvent TradesLink's payment system

Fraudulent conduct may result in account suspension, permanent removal, and where appropriate, referral to law enforcement authorities.

13. Exceptional Circumstances

TradesLink may make reasonable exceptions to this Policy where circumstances beyond the reasonable control of either party make strict application of this Policy unfair. Examples include:

• serious illness
• natural disasters
• government restrictions
• emergencies
• significant technical failures affecting the platform

Each matter will be considered individually based on the available evidence.

14. Good Faith

Customers and tradespeople are expected to act honestly and in good faith throughout the cancellation and refund process.

TradesLink reserves the right to take appropriate action against users who intentionally misuse or abuse the cancellation process.

15. Changes to this Policy

TradesLink may amend this Policy from time to time. Updated versions will be published on the TradesLink website. Continued use of the platform after changes become effective constitutes acceptance of the revised Policy where permitted by applicable law.

16. Contact

Questions regarding this Policy may be directed to: