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 get your money back from 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:

  • Access the driver’s phone number by clicking the telephone reveal button within 48 hours of winning the job. This indicates you have tried to communicate with them.

  • Send an additional message within 48 hours of winning the job. 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 observe a three-day waiting period before submitting a refund request. This time is given to the driver to respond if they wish to, ensuring a fair process for both parties. You can submit your request on the fourth day.


We will not process the refund if you haven’t attempted to communicate with the driver or try to request a refund after less than three days.

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.



Refunds are capped

Refunds are capped at a percentage based on the average refund request rate across the Garage Network. The rate kicks in after you have won ten jobs and is a percentage of what you have paid in fees minus the amount you have requested in refunds.


For instance, if the cap is 16% and you have paid £100 in fees over the last 30 days, you can claim a refund of £16. The more jobs you win, the higher the value of the refunds you can claim back.


If you have not received a review for the job and have followed the 48-hour contact terms, refund requests up to the percentage cap will not be questioned and will be automatically processed after three days.

What happens if I exceed the refund cap?

You may occasionally exceed your refund rate. However, since the percentage is based on the network average, it would be unusual for you to go repeatedly or significantly over it.


Even if you go over the refund cap, you can still make a request, but it will be checked to ensure you have followed our 48-hour contract terms. As long as you have followed the correct procedure, we will likely issue the refund within seven days.

Things to remember

  • You must contact the driver twice within 48 hours of winning the job.

  • You must wait three days before submitting a refund request.

  • You have 30 days to submit the request.

  • Check you are using the correct registration number.

  • 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, who will be happy to investigate.

  • If the job is older than 30 days because a driver made an advanced booking, contact our customer services team for help at team@whocanfixmycar.com.


One way to make the refund process more manageable is to set up a “job won” message in your profile settings to automatically send out when a driver accepts your quote. This counts as one of the two communication attempts required for a successful refund.




Once submitted, refunds are issued to the card they were initially charged from within seven days.

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