Refund, Cancellation & Dispute Policy
DadBod Contractors (Pty) Ltd - Effective Date: 26 March 2026 (Last updated: 30 July 2026)
This Policy governs deposits, payments, cancellations, refunds, and disputes on the DadBod Contractors platform (“Platform”). By using the Platform, you agree to this Policy, which must be read together with our Client Terms & Conditions and Privacy Policy.
1. Purpose
This Policy governs deposits, payments, cancellations, refunds, and disputes on the DadBod Contractors platform. By using the Platform, you agree to this Policy, which must be read together with our Client / End-User Terms & Conditions and Privacy Policy.
2. Payment Structure
2.1 Deposit & Balance
For jobs using the DadBod payment option, a client pays an initial deposit to confirm the booking. The final balance is payable after the agreed work has been completed to the client’s satisfaction. The amount payable, any applicable fees and the relevant cancellation and refund terms are shown before payment. Payments are processed through an approved third-party payment provider.
2.2 Payment Processing and Custody of Funds
Payments for jobs using the DadBod payment option are processed through an approved third-party payment provider.
DadBod Contractors does not operate an escrow service, does not hold customer money in trust and does not maintain customer wallet balances.
Payments, refunds, reversals, chargebacks and settlement adjustments are processed through the applicable payment provider and remain subject to that provider’s procedures, applicable law and the payment terms agreed for the transaction.
3. When a Job Is Confirmed
A job is confirmed when a Contractor accepts the job request. At that point the Contractor has committed time and availability, and your deposit becomes subject to this Policy.
4. Cancellations
4.1 Before Contractor Acceptance
Full refund of any amount paid.
4.2 After Contractor Acceptance (Before Work Starts)
A partial refund may apply. The refund will be the amount paid, less an administrative fee of R150.00 (or 10% of the deposit, whichever is the lesser), and less any contractor costs actually incurred and documented prior to cancellation. This reflects time reserved, administrative handling, and contractor opportunity cost.
4.3 After Work Has Started
No refunds will ordinarily be issued after work has started, except where there is a verified service failure as described in Section 6. This provision does not limit any rights you may have under the Consumer Protection Act 68 of 2008 (“CPA”), including where a contractor has failed to perform services to the standard a consumer could reasonably expect under section 54 of the CPA.
5. What Counts as ‘Work Started’
Work is started when:
- The Contractor arrives on-site
- Work physically begins
- Materials are purchased or allocated for the job
6. Refund Eligibility
Refunds MAY be granted if:
- Contractor fails to arrive without valid reason
- Contractor cancels after accepting the job
- Work is not performed at all
- There is clear and provable service failure
- Work materially deviates from the agreed scope
Refunds will NOT be granted for:
- Change of mind after work has started
- Minor dissatisfaction where work has otherwise met a reasonable standard
- Delays outside Contractor control (e.g., weather, supplier delays)
- Failure to properly communicate requirements at booking
- Issues reported unreasonably late without good cause
7. Dispute Process
Step 1: Notify DadBod Contractors
Report disputes as soon as reasonably possible and no later than 30 days after the incident, with full details and evidence.
Step 2: Provide Evidence
You may be required to submit: photos or videos; chat or communication history; and job descriptions or agreements.
Step 3: Platform Review
DadBod Contractors will review all evidence, engage both Client and Contractor, and aim to provide an initial response within 5 business days and a final decision within 10 business days of receiving all complete and required evidence.
8. Resolution Authority & Refund Method
8.1 Resolution Authority
DadBod may facilitate communication and assess a refund request under the agreed terms, available evidence, applicable law and the applicable payment-provider process. Where a refund is approved and DadBod is authorised and able to process it, DadBod may initiate a full or partial refund through the original payment method. This does not remove or affect your legal rights, including rights under the CPA.
8.2 Refund Method
Where a refund is approved, DadBod Contractors will submit the refund instruction through the approved payment provider.
Approved refunds will ordinarily be returned through the original payment method used for the transaction.
DadBod Contractors does not issue customer refunds from a trust account, customer wallet or stored customer balance.
Once the refund instruction has been submitted, the customer’s bank, card issuer or payment provider may require additional processing time before the amount appears in the customer’s account.
9. Partial Refunds
Partial refunds may be issued where work is partially completed, only part of the service is disputed, or some value has been delivered. The amount will reflect the proportion of work completed and value delivered.
10. Fraud, Abuse & Misuse
Refunds will not be issued for false or misleading claims, suspected fraud, or Platform abuse including fake jobs, intentional non-payment, or exploitation of refund processes. Accounts may be suspended or permanently banned.
11. Chargebacks
If you initiate a chargeback with your bank or payment provider, your account may be temporarily suspended pending investigation. DadBod Contractors may dispute the chargeback and provide evidence to the payment provider. If resolved in DadBod Contractors’ favour, your account may be reinstated. If resolved in your favour, the resolution stands and any account suspension will be lifted. Initiating a chargeback does not prevent you from also using our dispute process; however, duplicate recovery for the same transaction is not permitted.
12. Refund Processing Times
Where DadBod is authorised and able to process an approved refund, DadBod aims to initiate the refund within 7 business days after approval. Payment-provider and bank processing times of 3-5 business days may apply after the refund has been initiated. DadBod will notify the customer via email or WhatsApp when the refund has been initiated.
13. Limitation of Liability
Refunds are limited to the amount paid through the Platform for the disputed transaction. DadBod Contractors does not provide compensation for indirect losses, inconvenience, or consequential damages. Nothing in this clause limits your rights under the CPA.
14. Policy Updates
DadBod Contractors may update this Policy at any time. For material changes, at least 14 days’ notice will be provided via the Platform or email. Continued use after the effective date constitutes acceptance.
15. Contact
DadBod Contractors (Pty) Ltd
Email: info@dadbodcontractors.co.za
Phone / WhatsApp: +27 79 710 2912
