ProFixer Refund, Cancellation and Delivery Policy

Last updated: 19 May 2026

This Refund, Cancellation and Delivery Policy explains how payments, digital credits, lead purchases, cancellations and refunds are handled on the ProFixer platform.

1. About ProFixer

ProFixer operates an online marketplace that connects homeowners, property managers and businesses with independent local contractors and service providers.

Customers may post jobs on ProFixer free of charge. Contractors may purchase digital credits and use those credits to unlock available customer leads and contact information.

Payments made to ProFixer are for digital platform credits and access to lead information. ProFixer does not sell or deliver physical products.

Contractors listed on the platform operate independently. ProFixer is not the contractor performing the work and is not a party to the service agreement entered into between a customer and a contractor.

2. Digital Credit Purchases

Contractors can purchase credit packages through the payment methods made available on the ProFixer platform.

The price, number of credits and applicable charges will be displayed before payment is completed. Unless expressly stated otherwise, credit purchases are once-off transactions and do not create an automatic recurring subscription.

By completing a purchase, the contractor confirms that:

the payment information supplied is accurate;
the contractor is authorised to use the chosen payment method;
the credit package and price have been reviewed;
the contractor has read and accepted this policy and the applicable Contractor Terms and Conditions.

3. Digital Delivery Policy

ProFixer credits are digital products and are not physically shipped or delivered.

After successful payment confirmation, purchased credits will normally be added automatically to the contractor’s ProFixer account. Delivery is usually immediate but may take up to 24 hours where additional payment confirmation, security verification or technical processing is required.

When a contractor uses credits to purchase a lead, the relevant customer contact information will be made available electronically through the contractor’s ProFixer account, subject to the rules and availability of the platform.

If purchased credits are not reflected in the contractor’s account within 24 hours, the contractor should contact ProFixer and provide:

the account holder’s name;
the registered email address or mobile number;
the payment date and amount;
the payment or transaction reference;
proof of payment where available.

ProFixer will investigate the transaction and either deliver the purchased credits or arrange an appropriate refund where payment was received but delivery cannot be completed.

4. Cancelling a Credit Purchase

A contractor may cancel a purchase before completing payment by leaving the checkout process.

A completed credit purchase may be cancelled within seven days of the transaction where:

the credits have not been used;
the refund request is submitted in writing;
the transaction can be verified; and
the request is not fraudulent or abusive.

Once credits have been used to unlock lead information, the digital service is regarded as having been supplied. Used credits cannot normally be cancelled or refunded merely because the contractor later decides not to contact the customer or does not secure the job.

Nothing in this policy limits any cancellation rights that cannot lawfully be excluded under South African consumer legislation.

5. When a Payment Refund May Be Approved

A payment refund may be approved in circumstances including:

the same payment was processed more than once;
an incorrect amount was charged because of a ProFixer technical error;
payment was received but the digital credits were not delivered;
an unused credit purchase was cancelled within the applicable cancellation period;
the transaction was proven to be unauthorised, subject to payment-provider verification;
ProFixer is unable to provide the purchased digital service; or
a refund is required under applicable South African law.

Refund requests must include sufficient information for ProFixer to identify and investigate the transaction.

6. Lead Credit Review Policy

A contractor who believes that a purchased lead is invalid must report the issue within 72 hours of unlocking the lead.

ProFixer may return the credits used for the lead where an investigation confirms that:

the customer’s primary contact information is invalid;
the lead was duplicated and sold twice to the same contractor because of a platform error;
the job was created fraudulently;
the lead details were materially different from the service category displayed before purchase;
the customer confirmed that no genuine job request was submitted; or
a technical error prevented the contractor from receiving the lead information.

ProFixer may request evidence of reasonable contact attempts, including call records, messages or emails, before deciding a lead-credit claim.

An approved lead claim will normally be resolved by returning the relevant credits to the contractor’s ProFixer account rather than issuing a cash refund.

7. Circumstances That Do Not Normally Qualify for a Refund

Credits or lead charges will not normally be refunded where:

the customer does not choose the contractor;
the contractor does not win or complete the job;
the customer does not immediately answer a telephone call or message;
the contractor contacts the customer too late;
the customer and contractor cannot agree on price, timing or scope;
the customer decides to postpone or cancel the work after the lead was supplied;
another contractor has already been appointed;
the contractor purchases a lead outside their preferred location or skill area where those details were displayed before purchase;
the contractor fails to use the supplied contact information;
the contractor’s account is suspended because of a breach of the platform terms; or
the request is made outside the stated lead-review period without a reasonable explanation.

Purchasing a lead provides access to a potential customer opportunity. It does not guarantee that the customer will respond, request a quotation or award the job to the contractor.

8. Refund Method and Processing Time

Approved payment refunds will be processed through the original payment method wherever reasonably possible.

A refund will not exceed the amount originally paid for the relevant transaction.

ProFixer will normally initiate an approved refund within 10 business days. The time taken for the funds to appear in the customer’s account may depend on the payment provider, bank and payment method.

Where applicable law prescribes a different refund period, ProFixer will follow the legally required period.

The person requesting the refund may be required to provide proof of identity, proof of payment or other reasonable transaction information for security and fraud-prevention purposes.

9. Contractor Work, Quotations and Service Cancellations

Homeowners and businesses post jobs on ProFixer free of charge and do not purchase the contractor’s physical services from ProFixer.

Any quotation, deposit, appointment, cancellation, refund, workmanship guarantee or delivery arrangement relating to the actual repair, installation or construction work must be agreed directly between the customer and the selected contractor.

Contractors are responsible for clearly communicating their own:

quotation terms;
deposit requirements;
service-delivery dates;
cancellation charges;
refund arrangements;
workmanship guarantees; and
product or material warranties.

ProFixer does not hold or receive contractor deposits unless expressly stated for a specific service.

10. Customer Job Cancellations

A customer may cancel or withdraw a posted job before appointing a contractor.

If a contractor has already purchased and received the customer’s lead details, withdrawal of the job does not automatically result in a refund to the contractor. ProFixer may nevertheless review the circumstances and return credits where the lead was withdrawn before the contractor had a reasonable opportunity to make contact.

Customers should notify ProFixer promptly when a job has been completed, postponed or cancelled so that the listing can be updated.

11. Failed, Pending or Duplicate Payments

A payment marked as pending will not be treated as successfully completed until confirmation is received from the payment provider.

If funds are deducted but credits are not delivered, the contractor should not immediately repeat the payment. The contractor should first contact ProFixer so that the original transaction can be investigated.

Where a confirmed duplicate payment has occurred, ProFixer may either:

refund the duplicate transaction; or
retain the amount as account credits with the contractor’s express agreement.

12. Chargebacks and Payment Disputes

Contractors should contact ProFixer before initiating a chargeback so that the matter can be investigated and resolved.

Submitting a dishonest, misleading or fraudulent chargeback may result in the suspension of the contractor’s account and recovery of any amounts lawfully owed to ProFixer.

This clause does not prevent a cardholder from exercising legitimate rights through their bank or payment provider.

13. Statutory Consumer Rights

This policy must be interpreted in accordance with the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and other applicable South African laws.

Nothing in this policy is intended to exclude, restrict or replace any right or remedy that cannot lawfully be excluded.

14. Contact ProFixer

Refund, cancellation and delivery enquiries may be submitted using the contact details below:

Business name: ProFixer SA
Email: info@profixer.co.za
Telephone: 0117911706
Business address: 51 Earls Avenue, Randburg, Johannesburg
Website: www.profixer.co.za

Please include the account details, transaction reference and a clear explanation of the request. ProFixer will acknowledge the complaint and investigate it within a reasonable period.