Refund and Cancellation Policy
Eco Shine Auto Spa Refund and Cancellation Policy
Last updated: 21 May 2026
This Refund and Cancellation Policy applies to once-off bookings, subscription services, fleet bookings, and payment requests made with Eco Shine Auto Spa.
South African consumer law allows customers to cancel advance bookings, but also allows a supplier to charge a reasonable cancellation fee in appropriate circumstances. A cancellation fee should consider the nature of the service, notice given, whether the slot can be filled by another customer, and normal industry practice. No cancellation fee may be charged where the customer cannot honour the booking because of death or hospitalisation of the person for whom the booking was made.
1. Once-Off Bookings
Customers may cancel or reschedule a once-off booking by contacting Eco Shine Auto Spa as soon as possible.
Rescheduling
Rescheduling is allowed where reasonable notice is given and a new slot is available.
We will do our best to accommodate changes, but rescheduling is subject to availability.
Cancellations
For once-off bookings:
Cancellations made at least 24 hours before the booking may qualify for a refund or free reschedule.
Cancellations made less than 24 hours before the booking may be subject to a reasonable cancellation charge.
Same-day cancellations, missed appointments, incorrect locations, unavailable vehicles, or denied access may be treated as late cancellations or no-shows.
Where a cancellation fee applies, it will be reasonable and based on the circumstances, including preparation time, travel arrangements, staff allocation, payment costs, and whether the booking slot can be filled.
2. No-Shows and Unavailable Vehicles
A booking may be treated as a no-show if:
The vehicle is not available at the agreed time
The location or parking bay is incorrect
Security access is not arranged
The customer cannot be reached
The vehicle cannot reasonably or safely be serviced
In these cases, Eco Shine Auto Spa may charge a reasonable cancellation or call-out fee.
3. Subscriptions
Subscription payments cover the subscription package selected by the customer.
Once a subscription has started and washes have been used, refunds will not be given for services already provided.
Where a customer cancels a subscription before using any washes, Eco Shine Auto Spa may refund the unused amount, less reasonable payment processing, administrative, or setup costs where applicable.
Unused subscription washes do not automatically roll over unless the package specifically states that they do.
Subscription cancellations must be sent to Eco Shine Auto Spa in writing by WhatsApp or email.
4. Fleet Services
Fleet service bookings may require a deposit or upfront payment.
Fleet cancellations are handled according to the approved quote or agreement.
Where a fleet booking is cancelled after staff, equipment, products, travel, or scheduling commitments have already been arranged, Eco Shine Auto Spa may charge a reasonable cancellation fee.
If work has already started, the customer will be responsible for payment for the work completed and any reasonable costs already incurred.
5. Refunds
Approved refunds will be processed using a reasonable available payment method.
Refunds may take several business days to reflect, depending on the bank or payment provider.
Payment provider fees, bank charges, or transaction fees may be deducted where allowed and reasonable.
6. Bad Weather or Operational Issues
Eco Shine Auto Spa may reschedule bookings due to bad weather, unsafe conditions, staff availability, equipment problems, access restrictions, or other operational issues.
Where Eco Shine Auto Spa needs to reschedule, the customer will be offered another available slot.
If we cannot provide the service within a reasonable time, the customer may request a refund for services not yet provided.
7. Customer Dissatisfaction
If you are unhappy with a service, please contact Eco Shine Auto Spa as soon as possible, preferably on the same day.
We may request photos or details so we can assess the issue.
Where the issue is valid and reported promptly, Eco Shine Auto Spa may offer a correction, partial refund, credit, or another reasonable solution.
8. Non-Refundable Situations
Refunds may not be available where:
The service has already been completed properly
The customer provided incorrect details
The vehicle was unavailable or inaccessible
The customer missed the booking
The customer cancels at short notice and the slot cannot reasonably be filled
The issue relates to pre-existing vehicle damage, stains, wear and tear, or defects that cannot be resolved through standard cleaning
9. Emergency Exceptions
No cancellation fee will be charged where the customer cannot honour the booking because of death or hospitalisation of the person for whom, or for whose benefit, the booking was made, in line with the Consumer Protection Act.
10. Contact for Cancellations and Refunds
To cancel, reschedule, or request a refund, contact:
Email: info@ecoshineautospa.com
WhatsApp: +27 72 685 6159
Please include your name, booking date, booking time, phone number, and reason for cancellation or refund request.
