Refund Policy

Refund Policy

 

Effective date: 13/05/2026

This Refund Policy applies to payments made through MainBay, including workshop quote slot purchases and any other platform payments unless separate terms apply.

By purchasing a quote slot or making a payment through MainBay, you agree to this Refund Policy.

 

1. About MainBay

MainBay operates an online platform that allows customers to submit vehicle repair, service, or guidance requests and allows approved workshops and repair centres to access selected customer request opportunities.

MainBay is not the repair workshop, mechanic, technician, diagnostic provider, towing provider, parts supplier, or service provider.

MainBay does not guarantee that a quote slot will result in a booking, accepted quotation, repair job, payment, profit, or ongoing customer relationship. 

 

2. Legal entity

The MainBay platform is operated by:

MainBay Pty (Ltd)

Registration number: 2025/725878/07

Email: admin@mainbay.co.za

 

3. Quote slot purchases

A quote slot allows an approved workshop or repair centre to access customer details for a specific repair or service request opportunity.

Customer details may include information such as the customer’s name, phone number, email address, location, vehicle details, issue description, and uploaded photos where applicable.

Once customer details have been unlocked, displayed, emailed, sent, or otherwise made available to the workshop, the quote slot is generally non-refundable.

A quote slot is access to a customer request opportunity only. It is not a confirmed job.

 

4. No guarantee of job conversion

A quote slot does not guarantee that:

the customer will answer;

the customer will respond;

the customer is still looking for a workshop;

the customer will accept your quote;

the customer will book the vehicle in;

the customer will proceed with the job;

the customer will pay you;

the job will be profitable;

the customer information will be complete or accurate;

the vehicle issue will match the customer’s description;

you will be the only workshop contacting the customer;

or MainBay will provide further leads.

Refunds will not be given only because:

the customer chooses another workshop;

the customer does not answer;

the customer does not respond;

the customer rejects your quote;

the customer cancels;

the customer delays the booking;

the customer cannot afford the repair;

the customer decides not to repair the vehicle;

the job is not profitable;

the issue is different from what the customer described;

or the workshop does not win the job.

 

5. Customer information may be incorrect or incomplete

Customer request information is based on what the customer submits to MainBay.

MainBay does not guarantee that customer-submitted information is accurate, complete, current, technically correct, or sufficient for quoting, diagnosis, inspection, parts ordering, towing, or repair.

Workshops are responsible for confirming all details directly with the customer before quoting, booking, inspecting, diagnosing, ordering parts, collecting the vehicle, towing, or carrying out any work.

MainBay accepts no liability for wasted time, incorrect quotes, incorrect parts orders, failed bookings, customer disputes, workshop expenses, loss of profit, or any other loss caused by incorrect, incomplete, outdated, or misleading customer information.

A refund will not usually be provided only because the customer’s description of the vehicle issue was incomplete, vague, or different from the final diagnosis.

 

6. When MainBay may consider a refund or credit

MainBay may consider a refund or platform credit where, in MainBay’s reasonable opinion:

the lead is fake;

the lead is a duplicate sold in error;

the customer details are materially incorrect;

the phone number and email are both invalid;

the request was already closed before the quote slot was purchased;

the job was listed with a major error caused by MainBay;

customer details were not made available after payment due to a MainBay system issue;

or the quote slot was incorrectly charged due to a technical or payment error caused by MainBay.

MainBay may ask the workshop to provide evidence before approving a refund or credit.

A refund or credit is not automatic. Each request will be reviewed by MainBay.

 

7. Invalid contact details

If only one contact method is invalid, for example the phone number is incorrect but the email address works, or the email address is incorrect but the phone number works, MainBay may decide not to issue a refund.

MainBay may consider a refund or credit where both the phone number and email address are invalid, and there is no reasonable way for the workshop to contact the customer using the details provided.

 

8. No refund for non-conversion

No refund or credit will be provided only because the quote slot does not convert into a job.

This includes situations where:

the customer received a cheaper quote elsewhere;

the customer used another workshop;

the customer changed their mind;

the customer did not trust the workshop;

the customer wanted free advice only;

the customer no longer needs the repair;

the vehicle was sold;

the vehicle was already repaired elsewhere;

the customer was comparing prices;

the repair was too expensive;

or the workshop’s quote was not accepted.

Quote slots are paid access opportunities, not guaranteed jobs.

 

9. No refund for workshop error, delay, or misuse

No refund will be given where the workshop:

purchases the wrong job;

purchases a job outside its service area;

purchases a job it is not qualified or equipped to handle;

fails to contact the customer promptly;

contacts the customer unprofessionally;

provides unclear or misleading pricing;

fails to provide a formal quotation;

breaches MainBay’s Terms of Service or Workshop Terms;

misuses customer information;

shares customer information without permission;

attempts to resell the lead;

or is removed, suspended, or restricted from the platform for misconduct.

 

10. Formal quotation recommendation

MainBay strongly advises workshops and repair centres to provide customers with a formal written quotation on company letterhead, an invoice system, or an official business document before any paid work is carried out.

MainBay does not recommend quoting only verbally or only through informal WhatsApp messages, especially where the work involves diagnosis, repairs, parts replacement, labour, towing, storage, or additional charges.

MainBay also advises customers to only confirm a booking, authorise work, or make payment after receiving a formal written quotation from the workshop or repair centre.

A refund will not be provided because a workshop failed to quote clearly, failed to confirm costs properly, or failed to manage the customer relationship professionally.

 

11. Refund request period

Refund requests must be submitted to MainBay within 48 hours of purchasing the quote slot, unless MainBay allows a longer period in writing.

Late refund requests may be declined.

To request a refund, contact MainBay at:

Email: admin@mainbay.co.za

Your request should include:

order number;

job title or quote slot reference;

date of purchase;

reason for the refund request;

details of the issue;

screenshots or supporting evidence, where available;

and confirmation of whether you attempted to contact the customer.

 

12. Refund method

Approved refunds will usually be processed back to the original payment method where possible.

Where a refund to the original payment method is not possible, MainBay may offer another reasonable refund method or platform credit.

Processing times may depend on Shopify, payment providers, banks, or other systems outside MainBay’s control.

MainBay is not responsible for delays caused by banks, payment providers, Shopify, or third-party systems.

 

13. Platform credits

Where appropriate, MainBay may offer a platform credit instead of a cash refund.

Platform credits may be used towards future quote slot purchases or other eligible MainBay platform payments.

Platform credits have no cash value unless MainBay agrees otherwise in writing.

MainBay may set expiry dates, usage rules, or limits for platform credits.

 

14. Customer repair requests

Customers do not currently pay MainBay to submit repair, service, or guidance requests unless a separate paid service is introduced.

If a customer later pays a workshop directly for inspection, diagnostic work, repairs, parts, towing, labour, storage, or any other service, that payment is strictly between the customer and the workshop.

Workshop payments made directly by customers are not covered by this MainBay Refund Policy.

Customers must resolve workshop payment, repair, warranty, or service disputes directly with the relevant workshop or repair centre.

 

15. Booking fees, deposits, parts, or other services

If MainBay offers separate booking fees, service bookings, deposits, parts, products, subscriptions, or paid services in the future, separate terms may apply.

Where separate terms conflict with this Refund Policy, the service-specific terms will apply.

 

16. Fraud, abuse, and platform protection

MainBay may decline a refund request if it reasonably believes that the request is fraudulent, abusive, dishonest, misleading, or made in bad faith.

MainBay may suspend or remove workshop access where repeated refund abuse, false claims, misuse of customer information, or platform manipulation is suspected.

 

17. Changes to this policy

MainBay may update this Refund Policy from time to time.

The latest version published on the website will apply from the effective date shown at the top of the page.

Continued use of MainBay after updates means you accept the updated Refund Policy.

 

18. Governing law

This Refund Policy is governed by the laws of the Republic of South Africa.

 

19. Contact

For refund requests or questions, contact:

MainBay Pty (Ltd).

Registration number: 2025/725878/07

Email: admin@mainbay.co.za