Refunds

Refunds

We understand how frustrating it can be when you don’t end up doing a job due to a cancellation or, even worse, a no-show. In this situation, we have a refund process to ensure you aren't charged the commission fee. This guide explains exactly how it works. 

How to request a refund

Refunds are processed through the website, and you must follow a series of steps to be successful.

Making sure you’re eligible for a refund

You need to do the following to make sure your refund can be processed:
  1. Send a message to the driver within 48 hours of winning the job.
  2. This message could be a cancellation confirmation or another attempt to contact the driver.
After you've completed the above steps, it's important to wait until after the booking date has elapsed. If a booking date hasn't been selected (for example, if your booking calendar isn't enabled), the date will be set at 14 days after the job was accepted by the customer.

You will have seven working days from this date to dispute the job. Attempting to claim before or after this window will prevent you from identifying the booking to claim a refund, or the refund will be rejected.

In most cases, your monthly invoice will not be generated before the refund window closes. We will void the job - it won't appear on your monthly statement, and you won't be charged for it.

Payment locked screen

If you see the payment locked screen, you need to add a payment card to your account and pay off any debts incurred due to unpaid commission fees. Then contact team@fixmycar.com with the reason for requesting a refund on each job you'd like refunding.

Alert
We will not process the refund if you haven’t attempted to communicate with the driver, or if you try to request a refund before the booking date.

Requesting a refund

Follow the steps below to request a refund for a job that didn’t go ahead.


1. Find the vehicle registration number from the job for which you want a refund.

2. Click ‘refunds’ in the navigation panel on the left side of the screen.




3. Enter the registration number and click ‘search’ to find the job.



4. Press the ‘refund’ button next to the relevant job.

5. Use the drop down menu to select the reason for your refund request.



Things to remember

  1. You must contact the driver within 48 hours of winning the job.
  2. You must wait until the booking date (or 14 days after the driver accepts if there is no booking date) before submitting a refund request.
  3. You have seven working days from that date to submit a refund request.
  4. Check you are using the correct registration number.
  5. You can't request a refund for a job where the driver has left feedback. If the feedback was left in error, contact our customer services team.
One way to make the refund process more manageable is to set up a "job won" message in your profile settings to send out automatically  when a driver accepts your quote. 



Info
Once submitted, in nearly all cases refund requests void the job from your monthly invoice. In the very rare event that you have already been charged, we will create a credit note to be used against your next monthly invoice.

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