Refund & Cancellation Policy — SureFix Solutions

This policy governs all plumbing, electrical, geyser, drain cleaning, and compliance inspection bookings made with SureFix Solutions (Pty) Ltd across our Johannesburg service territories (including Sandton, Fourways, Bryanston, Randburg, Morningside, Midrand, and surrounding areas).

By booking an emergency dispatch or scheduling an onsite trade appointment via telephone, WhatsApp, our website, or email, you acknowledge and agree to the cancellation, warranty, and refund conditions set forth below.

Cancellation Prior to Vehicle Departure: If you request an emergency callout and cancel before our mobile trade vehicle has departed our regional hub or technician's location, the cancellation is 100% free of charge with no cancellation fee incurred.

Cancellation While Technician is En Route: Once our licensed plumber or electrician is dispatched and actively in transit within the 60-minute emergency window, substantial operational resources, fuel, and scheduling slots are allocated. If you cancel while the technician is en route, a reasonable cancellation fee (up to R350) may apply in terms of CPA Section 17 to offset direct logistics costs.

Cancellation Upon Onsite Arrival: If the technician arrives at the designated property and you choose to cancel before diagnostics begin, our standard transparent call-out fee applies.

2+ Hours Notice: For scheduled maintenance, solar installations, DB board rewiring, or planned geyser replacements, you may cancel or reschedule at no charge by notifying us at least 2 hours prior to the agreed arrival window.

Free Rescheduling: You may reschedule your booking to another mutually convenient date or time slot at zero penalty.

Late Cancellation & Lock-Outs: If a scheduled booking is cancelled with less than 1 hour's notice, or if our team arrives and is unable to gain safe, authorized access to the property (e.g. security gate denial, absent homeowner), an abortive callout fee will be charged.

Transparent Quoting (CPA Compliant): In compliance with Section 15 of the CPA, our technicians perform a professional physical fault assessment and provide a written or verbal quotation before commencing any physical repair or replacement.

Diagnostic Fee: Once diagnostic testing and fault-finding (e.g. megger insulation testing, camera drain inspection, geyser pressure testing) have been successfully completed on site, the assessment fee covers professional technical time and is non-refundable. If you accept the quote and proceed with the repair, the diagnostic fee is credited or waived as per our transparent pricing terms.

Statutory Warranty on Workmanship: Under Section 56 of the CPA, every service performed by SureFix Solutions carries an implied warranty of quality, safety, and compliance with statutory standards (SANS 10254 and SANS 10142-1).

12-Month Workmanship Guarantee: All new trade installations (including new geyser systems, distribution boards, full re-piping, and lighting installations) carry an unconditional 12-month workmanship guarantee. Standard maintenance repairs carry a 6-month workmanship guarantee.

Immediate Remedy & Repair: If an installation or repair fails within the warranty window due to poor or defective workmanship, SureFix Solutions will return promptly to rectify and repair the fault at zero additional charge.

Refund for Unremedied Services: If SureFix Solutions is unable to remedy or rectify a proven defective service to statutory compliance standards within a reasonable time, the customer is entitled to a full or fair pro-rata refund for the labor portion charged for that service.

Original Manufacturer Warranties: Sourced materials (including Kwikot, Franke, and Heat Tech geyser cylinders, CBI circuit breakers, Schneider switchgear, DAB booster pumps) are backed by authentic South African manufacturer warranties ranging from 1 to 10 years.

Defective Parts Replacement: If any part installed by our team fails within its warranty period due to a manufacturer defect, we will facilitate the warranty claim, replacement, and reinstallation in accordance with manufacturer protocols and CPA standards.

Returns of Unused Stock Parts: Uninstalled standard stock components returned in unopened, pristine original packaging within 7 business days are eligible for a 100% refund or credit. Bespoke or special-order parts procured specifically for non-standard installations may be subject to a supplier restocking fee of 10%–15%.

Refunds and complimentary warranty repairs cannot be granted under the following conditions:

• Damage resulting from municipal water supply surges, high-pressure water hammer outside property control, or municipal brownouts / severe load-shedding phase anomalies (unless protected by a dedicated whole-home surge protector installed by us).
• Pre-existing structural plumbing or electrical defects that the client was explicitly advised to repair but declined.
• Unauthorized tampering, modification, or repair attempts by unqualified third parties or the customer after our work was signed off.
• Environmental acts of God, including direct lightning strikes, flooding, extreme hail, tree root intrusion into drains post-clearing, or corrosive borehole water without required filtration.
• Official Electrical Certificate of Compliance (CoC) or Plumbing CoC statutory inspection fees where testing was performed and genuine safety defects prevented certificate issuance under the law.

Payment Method: All authorized refunds are processed directly via Electronic Funds Transfer (EFT) to the customer's verified South African bank account or as a direct reversal to the original card or payment gateway (Visa, Mastercard, SnapScan, or Yoco).

Processing Window: Approved refunds will be initiated within 3 to 5 business days following receipt and verification of the client's official banking details or merchant refund clearance. An official Proof of Payment (POP) will be dispatched via email.

Disputed Transactions: In accordance with fair business practice, we encourage customers to contact our dispatch management desk directly prior to initiating merchant chargebacks, ensuring rapid resolution within 24 hours.

To request a booking cancellation, reschedule, or lodge a warranty/refund inquiry, please reach out to our service desk with your invoice number, service address, and details of the request: