Deposits, Cancellations and Refunds Policy

This policy explains how you pay for a booking made on proscope.co.za ("ProScope"), what happens if a booking is cancelled, and how refunds work. It forms part of our Terms and Conditions. If a service has its own rules, we show them to you before you pay.

ProScope is operated by PROSCOPE BUSINESS SOLUTIONS (PTY) LTD (registration number 2026/871710/07). The service itself is delivered by the business you book.

1. How you pay

• Deposit. When you accept a quote, you pay a deposit of 30% of the agreed job price through ProScope. Your booking is confirmed once Payfast confirms the payment.
• Balance. The remaining 70% is paid through ProScope after your booking is confirmed and before the work starts. You can pay it from your booking page.
• Before you pay, the checkout shows the total price, the deposit, the balance, when the balance is due and the exact cancellation cutoff for your booking. All amounts are in South African rand (ZAR).
• Please do not pay the business directly for a job you booked on ProScope.

The deposit percentage can change over time. The percentage and amounts shown at your checkout are the ones that apply to your booking.

2. The cancellation cutoff

When you request quotes, you give the job date and the time the work should start. The cutoff is 48 hours before that start time (South African time). If the business you book offers a different date, the cutoff moves with it. If you cancel exactly at the cutoff, it counts as cancelling before the cutoff.

Your booking page and confirmation email show the exact cutoff date and time.

3. If you cancel before the cutoff

• A cancellation charge of 30% of the deposit applies.
• The other 70% of the deposit is refunded to you.
• Any balance you have already paid is refunded in full.
• Any refund fee Payfast charges is deducted from the refund (see section 10).

4. If you cancel after the cutoff

• The deposit is not refundable, subject to your rights under the law.
• Any balance you have already paid is refunded in full, as long as the work has not started.

5. How to cancel

Open your booking in your dashboard and choose Cancel this booking. Before you confirm, we show you what will be refunded. The time you confirm the cancellation is the time we use for the cutoff.

Online cancellation closes at the job's start time. After that, or if work has already started, please use Report a problem on your booking or contact us at support@proscope.co.za.

6. If work has already started

If a booking is cancelled after the work has started, or after part of the work is done, the outcome depends on what was agreed, the work performed, the reason for the cancellation, the evidence and the law. We review these cases individually under our Complaints and Disputes process.

7. If the business cancels, cannot do the job or does not arrive

We treat all three the same way, as a no-show:

• Everything you paid for that job is refunded: the deposit and any balance you have already paid. No cancellation charge applies to you.
• Report it from your booking as soon as possible, and keep any messages or call records showing your attempts to reach the business. You do not need to wait a long time before reporting it. We check what happened with the business and record the outcome.
• ProScope does not arrange a replacement booking. You may choose one of the other quotes you received for the same request, if it is still valid and that business confirms it is available, or you may look for another option yourself.
• A replacement booking is a new booking, with its own price, terms and payment.

8. When the job is done

When the work is finished, you and the business each confirm it on the booking. The job is complete once you have both confirmed. If something is wrong, use Report a problem instead.

9. Other problems with the service

A late arrival, damage, incomplete work, a disagreement about the quote or a change in scope is not automatically a cancellation or a no-show. The outcome depends on the booking terms, the evidence and the law. It may be no refund, a partial refund agreed or decided on the evidence, a full refund where justified, or another lawful outcome. See our Complaints and Disputes process.

Changes to the agreed price must be agreed by you and the business in writing in ProScope messages before the work is done.

10. How refunds are processed

• We confirm the refund amount and reason before we submit it, and we record every step.
• You can follow the status on your booking page: requested, under review, approved, processing, refunded, partially refunded, declined or failed. We also email you when a refund is approved, declined or completed.
• Refunds are processed through Payfast, our payment provider. We show a refund as completed only once Payfast has confirmed it.
• If Payfast charges a fee for the refund, that fee is deducted from the amount refunded to you.
• How long a refund takes to reach you after that depends on your payment method and bank.

11. Your rights

Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other law that cannot lawfully be limited.

12. Contact

support@proscope.co.za · +27 78 449 7160