My Local Hero
Refund Policy
Cancellation And Refund Policy
Fair Outcomes When Plans Change
Version: 9 October 2026 (v6)
On This Page
Who This Policy Applies To
This policy applies to the booking and disclosed call-out service facilitated by My Local Hero (Pty) Ltd, trading as My Local Hero. Company registration: 2026/651964/07. Registered office: 74 Liverpool Street, Hout Bay, Cape Town, Western Cape, 7806.
Call-Out Payments And Separate Work
This policy covers the disclosed My Local Hero call-out payment. The customer approves a contractor-set total before payment, including travel, the R150 MLH fee and up to one hour on site for assessment and labour on the booked task. Assessment counts towards the hour. The included hour starts when the customer confirms the contractor’s recorded arrival, before work begins. Materials, extra time and further visits are additional unless stated. The agreed price applies if the task finishes sooner; completion of a repair is not guaranteed where parts or more work are needed. The payment provider and any holding or split arrangement must be confirmed before live payments begin. The contractor may recommend extra work and an approximate estimated amount through the job card. This is a recommendation feature only. Any final agreement and payment for extra work are directly between the customer and contractor, outside the call-out payment.
Before Dispatch
If the customer cancels before the visit, or the contractor cannot attend, our intended process is to cancel the booking, arrange a full customer refund and invite the customer to search again. We do not transfer a funded transaction to another contractor. My Local Hero covers applicable provider refund charges so those charges do not reduce an approved full customer refund. The live refund process and transaction-state handling must be tested before payments begin. No real payment or automatic refund is performed by the demonstration. Any failure after work begins is reviewed under the service-remedy sections below.
Death Or Hospitalisation
No cancellation fee will be charged where the booking cannot be honoured because of the death or hospitalisation of the person for whose benefit the booking was made, as provided by the Consumer Protection Act.
No-Show, Duplicate Or Incorrect Payment
A confirmed contractor no-show qualifies for a full refund of the call-out payment. Confirmed duplicate payments, payment-processing errors and unauthorised transactions will be corrected or refunded after reasonable verification. Customers should report an unrecognised transaction to both My Local Hero and their bank or payment provider promptly.
Unsatisfactory Call-Out Service
If the call-out service supplied by My Local Hero or on its behalf does not meet a legally required standard, the customer may request that the service failure be remedied or that a reasonable portion of the call-out price be refunded, having regard to the extent of the failure. Nothing in this policy limits a remedy the customer has under the Consumer Protection Act or other applicable law.
When A Refund May Be Approved
Subject to reasonable verification and applicable law, a full or partial call-out refund may be approved where the paid call-out was not supplied, the confirmed contractor did not arrive, the customer was charged more than once, the payment was unauthorised, the wrong service was dispatched because of a My Local Hero error, or the disclosed call-out service materially failed to meet the agreed or legally required standard. The remedy will reflect what occurred: a full refund where no material call-out service was supplied, or an appropriate remedy or reasonable partial refund where only part of the service failed.
What Does Not Automatically Qualify
After a call-out has begun, a refund is not automatic merely because a customer rejects a contractor’s separate repair quotation, chooses not to proceed with additional work, finds another provider, expected repairs or materials that were not included in the disclosed call-out, or is dissatisfied without identifying a failure in the paid call-out service. A dispute about separate work should be raised directly with the contractor or an appropriate dispute body. My Local Hero will still review a failure in the paid call-out or its own conduct.
Information Used To Review A Request
We may consider the booking and payment records, messages, timestamps, dispatch and arrival records, the disclosed scope, photographs or documents voluntarily supplied, and responses from the customer and contractor. We will request only information reasonably necessary to decide the case. A customer should report the issue promptly and preserve relevant evidence, but delay alone does not remove a statutory right.
Duplicate, Unsupported And Dishonest Claims
Only one outcome will be issued for the same payment and loss. A duplicate request will be linked to the existing case. We may decline a claim that is materially inconsistent with reliable records, lacks information reasonably needed after the customer has been given a fair opportunity to provide it, or is reasonably found to be dishonest. Any call-out payment refund is limited to the amount of that payment, without excluding a separate lawful claim or remedy. This does not prevent a customer from providing further evidence, disputing the outcome or exercising a lawful remedy.
Separate Contractor Work
The contractor may use the job card to recommend separate work and provide an approximate estimated amount. The contractor supplies the recommendation and estimate; My Local Hero only presents them and records the customer’s response. The estimate is indicative, not a fixed quotation, invoice, payment request or guarantee of the final cost. A response on the job card records interest or a decision not to proceed; it does not authorise work or confirm payment. Before extra work begins, the customer and contractor must agree the final scope, price, timing and permission to start directly, including any estimate or quotation required by law. They arrange payment, completion, invoices, warranties and any follow-up directly with each other. My Local Hero does not supervise, authorise, track completion of, collect payment for, guarantee or manage refunds for this separate work as part of its service. Nothing in this allocation removes a consumer right or responsibility that cannot lawfully be excluded. My Local Hero remains responsible for its own conduct and representations. A separate-work concern does not automatically qualify for a call-out refund; any failure in the paid call-out or My Local Hero’s own conduct will still be reviewed under this policy.
Permission And Changes To Separate Work
The customer and contractor must agree permission to begin and any changes to the final scope or price directly. A job-card response to an estimate is not permission to charge or proof that work is authorised, completed or paid. Concerns about extra work, invoices, warranties or direct payments should be raised with the contractor or an appropriate dispute body. My Local Hero does not operate a separate-work authorisation or follow-up process. This does not restrict a lawful remedy or excuse any responsibility My Local Hero has under applicable law.
How To Request Help Or A Refund
Contact us on WhatsApp at 082 200 1992 or email info@mylocalheroes.co.za. Include the booking reference, payment date, amount and a short explanation. Do not send card numbers, PINs, banking passwords or one-time passwords.
Human Review, Reporting And Refund Timing
A person at My Local Hero reviews call-out refund requests; automated messages may acknowledge a request or ask for information but do not decide disputed fault or approve or refuse a refund. We consider relevant records and give both parties a fair opportunity to respond. We explain the outcome and reasons, including the amount and basis of any partial refund, and allow further evidence or a review. Please report call-out problems promptly, preferably within 24 hours after you confirm call-out completion. Report a no-show or payment error as soon as you notice it; you do not need to wait for completion. The 24-hour period is a reporting target, not a refund deadline or an automatic loss of rights. A complaint alone does not establish contractor fault or guarantee a refund. Where the confirmed payment arrangement supports it, only the affected call-out earnings may be held while the request is reviewed. An approved refund is returned through the appropriate payment route as soon as reasonably possible, subject to provider processing and any applicable legal deadline. This reporting period does not itself promise a payout hold or bank refund within 24 hours. The proposed TradeSafe accept-or-dispute window after completion is separate; its precise trigger, release rules and provider dispute process must be confirmed before live payment. Release of funds does not remove statutory rights.
If The Complaint Is Unresolved
Please allow us a reasonable opportunity to resolve the complaint. A consumer may then use any remedy available under applicable law, including referring an eligible complaint to the National Consumer Commission or another competent consumer body.