Cancellations & reschedules
- Cancel or reschedule free up to 24 hours before your booking — full refund.
- Within 24 hours of the booking — 50% fee applies.
- No-show, no access to the vehicle, or wrong address on the day — full fee forfeited (see clause 3.2 of the Terms for the 20-minute access window).
- If we reschedule due to weather, safety or events beyond our control — your choice of the next available slot or a full refund.
To cancel or reschedule, contact us as early as possible by phone or email — see Contact.
Inspection Guarantee
If we miss a major fault that meets the conditions in clause 8 of our Terms, we refund the inspection fee you paid and contribute toward the cost of rectification, up to the Cover Cap for the tier you bought:
| Inspection tier | Guarantee period | Cover Cap (AUD inc. GST) |
|---|---|---|
| Essential | 60 days | $2,500 |
| Comprehensive | 90 days | $3,500 |
| Elite Buyers' Protection | 90 days | $5,000 |
| Light Truck (≤4.5t) | No guarantee applies | — |
| Onsite Pink Slip | No guarantee (Transport for NSW governed) | — |
Conditions apply. The full eligibility rules, exclusions and claim process are set out in clauses 8.1 to 8.5 of our Terms & Conditions. In short: the fault must be a major mechanical, structural or safety defect that was present and reasonably detectable on the day within your tier's scope, cost more than $1,500 to rectify, and not already be noted in your written report.
Your consumer rights
Nothing in this policy or our Terms excludes, restricts or modifies any right or guarantee you have under the Australian Consumer Law (ACL). If our services are not supplied with due care and skill, you may be entitled to a remedy under the ACL regardless of the contractual guarantee above.
How to request a refund or make a claim
- Email us with your booking reference, the vehicle details, and the reason for the request;
- For guarantee claims, include the original written report, an independent licensed workshop's itemised quote, and any supporting photos or diagnostic evidence;
- We will acknowledge your request within 2 business days and aim to resolve eligible claims within 14 business days of receiving complete information.
For the complete legal terms, see our Terms & Conditions and Privacy Policy.