Fair, evidence-led outcomes

Cancellation & Refund Policy

What happens when plans change, work is incomplete or a payment needs to be reversed.

Version 2026-07-27.1 · Effective 27 July 2026

Product companies: Flinx is a product of AUROSTRAT SOLUTIONS (PTY) LTD and YIK SOLUTIONS (PTY) LTD. Your legal rights come first: This policy does not replace or reduce any remedy that cannot lawfully be excluded under the Consumer Protection Act, Electronic Communications and Transactions Act or other applicable law.

1. How to request help

Open the relevant job in Flinx and use the dispute or report-issue option as soon as reasonably possible. Include the accepted offer, messages, photos, receipts, attendance details and a concise description of the requested outcome. If in-app reporting is unavailable, email info@aurostrat.com with the job reference.

Do not include passwords, full card details or unnecessary identity documents. Urgent safety or property-damage concerns should be reported immediately, but Flinx support is not an emergency service.

2. Cancellation by job stage

Before offer acceptance: the customer may withdraw the request and no payment is charged.
After acceptance but before performance: cancellation is reviewed against statutory rights, the agreed start time, whether performance began with consent and any disclosed non-recoverable cost.
Diagnosis booked or completed: a diagnosis cancelled before attendance may be refundable subject to disclosed costs. A competent completed diagnosis is generally chargeable, even if the customer does not accept later work.
Work started or partly completed: the parties should agree a fair amount for compliant work and authorised materials already supplied. Defective or unperformed portions remain subject to legal remedies and the dispute process.
Provider cannot perform: the provider must notify the customer promptly. Amounts paid for unavailable or unperformed service are refundable as required by law.

3. Electronic cooling-off

Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an electronic transaction for services without reason and without penalty within seven days after the agreement is concluded, and a qualifying prepayment must be refunded within the statutory period.

The cooling-off right does not apply to a service that began with the consumer’s consent before the seven-day period ended, or where another statutory exclusion applies. Other cancellation rights may still be available. Contact Flinx promptly if you wish to rely on a cooling-off right.

4. Likely outcomes

Full refundMay apply to a duplicate or unauthorised payment, provider no-show with no service, unperformed diagnosis, unavailable service, or another case requiring a full refund by law.

Rework or partial refundMay apply where work is incomplete, defective or only partly usable. The outcome considers the extent of the failure and reasonable value already delivered.

Diagnostic fee retainedGenerally applies where the agreed inspection was competently completed. A refund may apply if the diagnosis was not performed or was materially deficient.

No adjustmentMay apply where evidence does not support the claim, compliant work was completed, or the complaint is only a change of mind after performance, subject always to mandatory rights.

5. Provider-funded Flinx fee

The customer pays only the accepted Pro quote. Flinx’s 5% platform fee is deducted from the provider settlement and is not added to or collected on top of the customer price.

If a customer payment is refunded, the customer receives the applicable refund against the amount actually paid. Flinx separately adjusts the provider earning and provider-funded fee in the settlement ledger where required.

6. Review and decision timing

Flinx aims to obtain an initial response within five business days after a dispute is opened and to resolve a complete case within fifteen business days. Missing evidence, safety review, insurer involvement, external settlement or complex facts may extend the process; Flinx will provide an update where practical.

Possible outcomes include rework, mutual cancellation, partial refund, full refund, customer credit, no financial adjustment, an unsupported-claim finding or referral to an external process. The parties will receive a reasoned outcome through the available channel.

7. How refunds are paid

A card refund is submitted through the payment provider and is complete only when the provider confirms it. The time for the amount to appear depends on the payment provider, card network and issuing bank. Refunds ordinarily return to the original method unless law or the provider requires another route.

Flinx cannot automatically reverse cash or another external settlement. The responsible party must make the repayment directly and provide evidence so the job record can be updated. A refund cannot exceed the eligible completed payment.

8. Chargebacks and external complaints

Contact Flinx first where practical so the job evidence can be reviewed, but nothing in this policy removes rights available through a card issuer, bank, insurer, court, tribunal or regulator. Users must not seek duplicate recovery through both a Flinx refund and a chargeback.

Consumers may lodge eligible complaints with the National Consumer Commission. Privacy complaints are handled under the Privacy Policy.

9. Contact

info@aurostrat.com +27 62 794 5564

This policy forms part of the Terms of Service. Pricing components are explained in the Pricing Policy.