Refunds are reviewed against the appointment status, payment record, service delivered, technician status, and reason for the request. Approval depends on the circumstances of the booking.
01
When a refund may be approved
A full or partial refund may be approved where a duplicate payment was made, an incorrect amount was charged, Car Doctor is unable to provide the booked service, a payment was taken for a booking that cannot be fulfilled, or another verified payment or service-delivery issue requires correction.
02
Customer cancellations
Refund eligibility following a customer cancellation depends on the status of the appointment and whether work or travel has already begun. A cancellation made before a technician is assigned or dispatched may be more likely to qualify for a refund than a cancellation made after operational costs have been incurred.
03
Missed appointments and access problems
If the customer is unavailable, the vehicle cannot be accessed, the location information is materially incorrect, or the technician cannot safely perform the service at the agreed location, the booking may be treated as a missed or failed appointment. Refund eligibility will be reviewed based on the circumstances and any costs already incurred.
04
Completed services
Once a booked service has been completed, payment is generally treated as payment for work already provided. If you believe there is a service-quality, billing, or technical issue, contact Car Doctor so the matter can be reviewed. Depending on the verified circumstances, an appropriate remedy may include a partial refund, correction, repeat inspection, or another reasonable resolution.
05
Promotions, discounts, referrals and rewards
For bookings made using a promotional price, referral benefit, reward, or other discount, any approved cash refund is based on the amount actually paid. Promotional benefits or rewards connected with a cancelled or refunded transaction may be reversed, cancelled, or restored where appropriate to the underlying booking.
06
How refunds are returned
Where supported, an approved refund will normally be submitted back through the original payment method. Payments may be processed through a third-party provider such as Tap Payments, and the time required for a refund to appear may depend on the payment provider, card network, issuing bank, or other financial institution.
07
Refund processing time
Car Doctor will submit an approved refund as soon as reasonably practical after approval. The date the funds become visible in the customer's account is controlled by the relevant payment provider or financial institution and may differ from the date Car Doctor submits the refund.
08
How to request a refund
Contact Car Doctor through the website contact details and provide the appointment reference, payment reference if available, the customer name or contact number used for the booking, and a short explanation of the request. We may ask for additional information where reasonably necessary to verify the booking or transaction.
09
Refund decisions
Car Doctor may approve a full refund, partial refund, billing correction, service remedy, or decline the request depending on the booking record, payment history, technician status, service already delivered, and reason for the request. Nothing in this policy limits rights or remedies that cannot lawfully be excluded under applicable consumer law.
10
Contact
If you have a question about a payment, cancellation, or refund, please contact Car Doctor through the Contact page or the business contact details displayed on the website.