Refunds & Cancellations

Your rights come first

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page limits them, and nothing we say to you can sign them away.

Under those guarantees, work we do for you must be:

• Carried out with due care and skill.
• Fit for the purpose you told us about.
• Delivered within a reasonable time where no time was agreed.

Parts and goods we supply must be of acceptable quality, match their description, and be fit for purpose.

If there is a major failure

You can choose to cancel the service and get a refund for the unused portion, or keep it and ask for compensation for the difference in value. You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure. For a major failure with a part we supplied, you can choose a refund or a replacement.

If the problem is not major

We will fix it within a reasonable time, at no cost to you. If we don't, you can have it done elsewhere and recover the reasonable cost from us, or cancel and get a refund for the unused portion.

In practice: if something isn't right with work we did, bring the car back and talk to us. We'd far rather sort it out ourselves than have you out of pocket and unhappy.

Cancelling or rescheduling a booking

Remember that submitting the booking form is a request for a window. A booking exists once we've confirmed a time with you by text or call. See our Terms of Service.

• Before we confirm: nothing to cancel. Reply to our text or ring us and tell us you no longer need it. There's no charge and no consequence.
• After we confirm: please give us as much notice as you reasonably can, and at least the day before where possible. A bay held for a car that never arrives is a slot another customer could have used.
• Rescheduling is free. Ring or text and we'll find you another window.
• Running late? Tell us. We'd rather move you than lose the day.

To cancel or reschedule, call (07) 4803 8387, reply to our confirmation text, or email admin@drive-safe.com.au. Our hours are Mon to Fri, 8:00am to 5:00pm · Sat, 9:00am to 2:00pm. Closed Sundays.

For a mobile booking, please cancel before we set out. Once a technician is on the road to you we have committed the travel, and short-notice cancellations may attract a reasonable call-out charge. We will always tell you before charging anything.

If we have to cancel or move your booking, we will contact you as soon as we know, offer you the next available window, and refund anything you have paid in full if you would rather not rebook.

Paying for your job

We don't take payment before the work. There's no deposit to pay when you request a booking, and this website doesn't collect card details anywhere.

You're quoted first, you approve the quote, we do the work, and you pay when it's finished, in that order. If we introduce deposits or online payment in future, this page gets updated before we take a single dollar.

Whatever changes, this does not: you get the price before we touch the car, and we do not exceed a quote without asking you first.

Where a refund does not apply

To be straight with you about the limits, and always subject to your rights above, we can't refund:

• Work you approved and we completed correctly, because you later changed your mind.
• A diagnostic or inspection that was carried out properly but did not produce the answer you hoped for. Finding nothing wrong is a legitimate result, and it took the same time to establish. Where our published pricing waives a diagnostic fee if we do the repair, that waiver still applies.
• A fault that was identified and quoted to you, and you chose not to proceed with.
• Damage caused after the vehicle left us, by a further incident, by continued use against our advice, or by someone else's work.
• Parts you supplied yourself. We will fit them where it is safe to do so, but we cannot warrant a part we did not supply.

How to ask for a refund

Ring us, email us, or bring the car in. There is no form to fill out. It helps if you have:

• Your name and vehicle registration.
• The invoice or quote, or roughly when the work was done.
• What went wrong, in your own words.

We'll respond within 5 business days. Most issues get resolved by us looking at the car, which is usually the fastest and best outcome for both of us. If we disagree with you about something, we'll tell you why in plain language rather than going quiet.

If we cannot agree

Come to us first. We'll always try to sort it out directly. If we can't reach an agreement, you can contact the Office of Fair Trading Queensland on 13 QGOV (13 74 68) or at qld.gov.au/law/fair-trading, or the Australian Competition and Consumer Commission at accc.gov.au. Both are free, and you don't need our permission to contact them.

Related: our Terms of Service and our Privacy Policy.