Keplix

Refund & Cancellation Policy

Last updated: March 07, 2026

Draft for review. The timelines and amounts on this page are proposed defaults and are pending final approval. Please confirm the exact terms with our support team before relying on them for a specific booking.

This policy explains when you can cancel a booking made through Keplix, what refund you can expect, and how long it takes to reach you. It applies to services booked and paid for through the Keplix app or website.

We want cancelling to be as straightforward as booking. Wherever the outcome is in doubt, our support team will decide in your favour.

1. Cancelling a booking

You can cancel any booking from the My Bookings section of the Keplix app. What you get back depends on how close to the appointment you cancel:

  • More than 24 hours before your slot — full refund of everything you paid.
  • Within 24 hours of your slot — 50% refund. The remainder covers the workshop's reserved capacity.
  • After work has started — no refund, because parts and labour have already been committed. If you are unhappy with the work itself, see section 4.

2. If the workshop cancels

If a partner workshop cancels your booking, cannot honour the slot, or does not turn up, you receive a 100% refund regardless of timing — including cancellations made minutes before the appointment. We will also help you rebook with another verified workshop nearby.

3. How refunds are paid

  • Refunds always go back to the original payment method. We cannot redirect a refund to a different card, account or wallet.
  • Once approved, refunds are initiated immediately and typically appear within 5–7 working days. The exact timing depends on your bank or card issuer.
  • You will receive a confirmation in the app and by email when a refund is initiated, including a reference number you can quote to your bank.

4. Service quality and disputes

If the work carried out was not what you agreed, was incomplete, or created a new problem, do not cancel — raise a dispute instead. Contact us within 7 days of the service date with your booking reference and photos where relevant.

We acknowledge every dispute within 48 hours and aim to resolve it within 7 working days. Depending on the outcome, a resolution may be a free rework by the same workshop, a partial refund, or a full refund.

5. What is not refundable

  • Diagnostic or inspection fees, where the inspection has already been carried out and the findings shared with you.
  • Parts that have been fitted and used, unless they are found to be faulty — in which case the manufacturer or workshop warranty applies.
  • Bookings where you did not attend and did not cancel in advance.

6. Getting help

If anything about a refund is unclear, or a refund has not arrived within the expected window, contact us and we will chase it for you.

You may also find your answer on our FAQ page.