ProSol Plumbing & Solar · Refunds, cancellations and delivery

Changing your mind, and putting it right

How our work reaches you, how to cancel a booking or a quote you accepted, when you get money back and how fast, and what our guarantee covers. Your rights under the Consumer Protection Act and the Electronic Communications and Transactions Act come first, and nothing here takes them away.

Last updated 27 October 2026

1. What we sell, and how it is delivered

We sell services: plumbing, geysers, solar water heating, heat pumps, solar PV and backup power, installed or repaired at your property. The parts and equipment we supply are fitted as part of that work. We do not sell goods on their own and we do not post or courier anything, so there is no shipping and no shipping charge.

Where: on site at your property, in Stellenbosch, Somerset West, Strand, Gordon’s Bay, Paarl, Franschhoek, Wellington, Klapmuts, Kuils River and Brackenfell. We work only in South Africa, and we do not export goods or services.
When: a booking is confirmed once we tell you the day and the plumber, on WhatsApp or by email. A time you choose online is a request until then. For an emergency we come as soon as a plumber can reach you, at any hour.
Larger work such as installations and renovations: the start date and how many days the work takes are agreed when you accept the quote, and depend on the parts being in stock. If a part is delayed, we tell you as soon as we know and give you a new date.
Work in stages: a job that runs over several days is paid in stages, usually a deposit before we start and the balance when it is finished. Each payment is for work set out on your quote and invoice, and every day booked on the job shows on your job’s own link.
If we cannot keep an agreed time, we tell you as early as we can and offer another. If no new time suits you, you may cancel with no charge, and we refund anything you paid for work not yet done.
Your estimate, quote, invoice and receipts come to you on WhatsApp or by email and stay on your job’s own link, where you can download or print them. Where the law requires a plumbing Certificate of Compliance, we issue it when the work is finished.

2. Cancelling a call-out or booking

Tell us by phone, WhatsApp or email, on malan@prosolplumbing.co.za, WhatsApp or 081 559 2180. You do not have to give a reason.

Before the plumber has set off for you: no charge, and anything you paid is refunded in full.
Once the plumber is on the way (you will have had an “on my way” message), or if we arrive at the agreed time and cannot get in: we may charge the call-out fee for that visit, and nothing more. You know the call-out fee before you book.
No charge at all if you cancel because the person the booking was for has died or is in hospital (section 17(5) of the Consumer Protection Act).

3. Changing your mind within 7 days

If you accepted an estimate or quote online, by pressing Accept on the link we sent you, section 44 of the Electronic Communications and Transactions Act gives you a cooling-off period:

You may cancel within 7 days of accepting, without a reason and without any penalty.
We refund everything you paid, as quickly as the section below says, and never later than 30 days after you cancel.
If you want us to start inside those 7 days, we ask you to confirm it first, because once work you asked for has started, the cooling-off right no longer covers it (section 42(2) of the Act). You can still cancel the rest, as below.

4. Cancelling work later

After those 7 days, or if you accepted in person or by phone, you can still cancel at any time before the work is finished. You then pay only for:

work already done, at the rates in your quote;
parts and materials already fitted;
parts and materials bought for your job that our supplier will not take back. If the supplier takes them back for a handling fee, you pay only that fee. Anything you pay for is yours to keep.

We take that from what you have paid, refund the rest, and send you a written breakdown. If your deposit does not cover it, we invoice the difference with the same breakdown.

We never keep a deposit as a penalty. Section 17 of the Consumer Protection Act allows only a reasonable cancellation charge, and these are our actual costs.

5. How refunds are paid, and how fast

We pay a refund within 10 business days of agreeing it with you, in full, with no admin fee.
Paid by card: back to the card you paid with, through Stitch, never in cash or to another card or account. A part refund goes back the same way. Your bank may take a few more days to show it.
Paid by EFT: back to the account you paid from.
Paid in cash: by EFT to an account in your name.
Refunds are always in South African rand. We never give a voucher or credit instead of a refund you are owed, unless you ask for one.
If you paid by card and something has gone wrong, talk to us first: a refund straight to your card is quicker than a dispute. You always keep your right to dispute a card payment with your bank (a chargeback). Your bank then decides it under Visa’s or Mastercard’s rules, and we give it the records of your job: the estimate you accepted, the work done and the invoice. A payment your bank has already returned to you through a dispute is not refunded a second time.

6. If something is wrong with our work

Tell us as soon as you notice. We come back, look at it, and put right any fault in our work or in parts we supplied, at no charge.

Workmanship: guaranteed for 12 months from the day the job is finished, the same promise printed on every invoice.
Parts and equipment we supply: covered by the manufacturer’s warranty, often for several years on geysers, panels, inverters and pumps, and we help you claim on it.
Your rights under the Consumer Protection Act apply as well. If a service is not done properly, you may ask us to put it right or to refund a fair part of the price (section 54). Goods we supply must be of good quality for six months, and you choose repair, replacement or a refund (section 56). New parts fitted in a repair, and the labour to fit them, are guaranteed for three months (section 57). Where our 12 months is longer, it applies.
Not covered: damage from someone else’s later work, misuse or accidents, and parts you bought yourself. For parts you supplied, our 12 months still covers the work of fitting them.

7. If you are not happy

Tell Malan Lombard, on malan@prosolplumbing.co.za, WhatsApp or 081 559 2180. We acknowledge every complaint within 2 business days and aim to resolve it within 15 business days. If we cannot agree, you can go to:

The Consumer Goods and Services Ombud (CGSO), free for consumers: 0860 000 272, info@cgso.org.za.
For plumbing that does not meet the regulations, the Plumbing Industry Registration Board (PIRB): 086 174 7275, mail@pirb.co.za. Our registered plumbers follow its Plumber’s Code of Conduct.
The National Consumer Commission.

Contact

Prosol Plumbing And Solar (Pty) Ltd, trading as ProSol Plumbing & Solar. 2 Rand Street, Plankenbrug, Stellenbosch, 7600, South Africa. 081 559 2180 · malan@prosolplumbing.co.za. Reg. no. 2012/213687/07 · VAT no. 4880277175 · Director: Jean Malan Lombard.

Secure online payments through Stitch, in South African rand (ZAR)