Complaints and Disputes

If something goes wrong with a booking, this is how we help. The process applies to customers and to businesses, and is designed to be fair, based on evidence and easy to follow on a phone.

Level 1: Sort it out directly

For straightforward issues, such as what a quote includes or a small misunderstanding, first try to resolve it with the other side in ProScope messages.

You do not have to do this first if there is a safety concern, suspected fraud, serious misconduct, a business that did not arrive, or anything else that needs our attention straight away.

Level 2: ProScope helps

Customers and businesses can open a dispute linked to the booking:

• About a booking: open the booking in your dashboard and choose Report a problem.
• Anything else: email support@proscope.co.za or call +27 78 449 7160.

Please tell us:

• your booking reference;
• what the problem is about and when it happened;
• what outcome you are asking for; and
• any messages, photos or documents that help explain it.

We only ask for information we reasonably need, and we handle it under our Privacy Policy.

What happens next

We respond as quickly as we can. We acknowledge your dispute, ask for any evidence we need, and keep you updated until it is decided. Both sides get a fair chance to explain. We consider the accepted quote, the booking details, messages, payment records, the evidence, our policies and your legal rights.

Possible outcomes

Depending on the circumstances, the outcome may be:

• no refund;
• a full or partial refund where it is justified;
• a settlement agreed by both sides;
• a correction or clarification of the booking records;
• a warning, restriction or review of a business account under the Terms for Businesses; or
• a referral to an appropriate external process.

We send both sides a written decision that sets out the outcome, the information we considered, the reason, any next step and how to take it further.

Payments during a dispute

• Opening a dispute does not by itself trigger a refund.
• Any refund follows our Deposits, Cancellations and Refunds Policy and is processed through Payfast.
• If a payment cannot be changed, we explain why and what your options are.

If the business cancelled, could not do the job or did not arrive, everything you paid for that job is refunded. ProScope does not arrange a replacement booking.

Asking for a review

If you disagree with our decision, reply to the decision email and ask for a review by a senior member of our team.

Level 3: Outside help

Some matters need an independent body, depending on the issue: for example the National Consumer Commission, the Consumer Goods and Services Ombud, an insurer, a tribunal or a court. Our process does not take away any rights you have under the law.

Our details

PROSCOPE BUSINESS SOLUTIONS (PTY) LTD · Registration number 2026/871710/07 · 3 Rooikrans Street, Oudtshoorn, Western Cape, 6620, South Africa