Refund Policy

1. How Refunds Work on Fixaroo

Fixaroo is a marketplace — the contract for automotive services is between you (the customer) and the garage. However, because we process payments on the garage's behalf, we handle the refund process on your behalf when a refund is due.

All refunds are processed back to the original payment method via Stripe. Please allow 5–10 working days for a refund to appear on your bank statement once it has been approved.

2. Cancellations by Customers

Each garage sets its own cancellation policy, which will be displayed clearly before you confirm your booking. As a general guide:

• More than 24 hours before the appointment — full refund of any amount paid, unless the garage's policy states otherwise.
• Within 24 hours of the appointment — the garage may charge a cancellation fee. Any such fee will be shown at the time of booking.
• No-show — if you fail to attend your booked appointment without cancelling, the garage may retain the full booking amount.

To cancel a booking, log in to your Fixaroo account and cancel through the bookings section, or contact us at [email protected].

3. Cancellations by Garages

If a garage cancels your booking for any reason, you are entitled to a full refund of any amount paid. We will process this automatically and notify you by email. In this case, no cancellation fee applies to you.

4. Service Quality Issues

If you are dissatisfied with the quality of work carried out by a garage, you should raise your concern with the garage directly in the first instance. Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill.

If you cannot resolve the issue with the garage, contact us at [email protected] and we will attempt to mediate. While we cannot guarantee outcomes — since the service contract is between you and the garage — we take quality complaints seriously and may take action against garages that repeatedly fail customers.

In cases of clear misrepresentation (e.g., a garage charging for work not carried out), we may issue a full or partial refund at our discretion after investigation.

5. Platform Fees

Any Fixaroo platform service fee is non-refundable once a booking has been confirmed, except where the garage cancels the booking.

6. Subscription Plans (Garage Partners)

For garage partners on a paid Fixaroo plan: subscriptions are billed monthly or annually and are non-refundable for the current billing period. You may cancel your subscription at any time and retain access until the end of the paid period.

If we discontinue a feature that was central to your plan, we will contact you to discuss a fair resolution.

7. Your Consumer Rights

Nothing in this Refund Policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you believe a garage has breached your consumer rights, you may also contact Citizens Advice or the Citizens Advice consumer helpline on 0808 223 1133.

8. How to Request a Refund

To request a refund:

1. Log in to your Fixaroo account and cancel the booking via the bookings section (where the booking hasn't yet taken place)
2. Or email us at [email protected] with your booking reference and the reason for your request

We aim to respond to refund requests within 2 working days. Where a refund is approved, it will be processed within 5 working days and should appear in your account within 5–10 working days depending on your bank.