This policy applies to all bookings made using the SpruceBuddy Platform via the SpruceBuddy iOS and Android mobile application (“Platform”) operated by E.T.Trading of 91 Noordrand Rd, Kempton Park, Gauteng, South Africa (“SpruceBuddy”, “we”, “us”, or “our”).

Please Note: It is your responsibility to familiarise yourself with this policy. By making a booking, you indicate that you have read this policy and that you agree with and fully accept the terms of this policy. If you do not agree with or fully accept the terms of this policy, we ask that you do not make a booking.

MAKING, AMENDING AND CANCELLING A BOOKING

When making a booking, you will be required to pay the price shown on our Platform. The total cost of your booking will be charged at the time of booking.

If for some reason we are unable to charge your card for the sums due for your booking, we may reach out to you directly and give you, at our discretion, a period of time during which you can provide an alternative payment method to charge the sums due. If you do not provide an alternative payment method within the time period given to you, we reserve the right to cancel

Any amendments to your booking must be notified to and agreed with the Service Provider directly. Where you make permissible changes to a booking, the Service Provider will issue the revised booking confirmation directly to you. We strongly recommend you check and confirm with the Service Provider the precise terms and conditions upon which the Service Provider makes the revised service available to you upon receipt of the booking confirmation. The reference numbers included on the booking confirmation should be quoted in all enquiries, cancellations, or modifications of the booking.

You do not have an automatic right to cancel any booking you make unless such rights are provided to you by the Service Provider under their specific terms and conditions as disclosed on the booking confirmation and detailed service description page at the time of booking.

RESCHEDULING, SENT AWAY AND LOCKOUT

We and the relevant Service Provider require at least 48-hour notice for reschedules or cancellations. If you cancel with less than 48 hours’ notice, and your service is not rescheduled within a week, you will be charged the full anticipated cost of your booked services. Exceptions may be made at our discretion and shall be limited to emergencies and/or illnesses.

If for any circumstance the relevant Service Provider is Sent Away or Locked Out, there will be a cancellation fee of 100% of the booking and service fee.

If a booking is cancelled by the Service Provider or if the Service Provider fails to attend the agreed location to provide the services requested, please notify us within 36 hours following the scheduled start time of the visit and, if still required, make another request for the relevant services to be provided by the Service Provider (or another Service Provider) at another mutually agreeable time. If we have already taken payment for such visit, we will offer you a full refund in respect of the relevant amount if you do not wish to rearrange the visit.

If the service provider attends the agreed location but there is nobody at the location or there is no means of accessing the address to carry out the service, without any cancellation notice received, full payment will be taken with the provided payment details.

REFUNDS

Refunds will be processed within 14 days and made to the payment method used at the time of booking. For currency conversions, refunds will be made in the currency in which you paid for the booking. We accept no responsibility for any loss or gain arising from changes in exchange rates between the time of order and the time of refund.

LATE OR MISSING REFUNDS

If you have not received a refund within 14 days of us notifying you that your refund has been issued, please double check your bank account and contact your bank or credit card company. If you have done all this and still have not received your refund, please contact us.

HELP AND COMPLAINTS

If you have any questions about this policy, you can contact us by email using support@sprucebuddy.com with “Refund Policy” in the subject line.

CHANGES

The first version of this policy was issued on Thursday, 31st of October 2024, and is the current version. Any prior versions are invalid, and if we make changes to this policy, we will revise the effective date.