Plans change. Here’s what to do.
A practical guide to changing a booking, cancelling and asking for a refund.
Open your private booking link or find your booking using your reference and mobile number. If a change is unavailable online, email washhub@tosh.co.za.
Online changes at a glance
| Action | Available online |
|---|---|
| Cancel | More than two hours before the booked start time. |
| Reschedule | More than four hours before the start time, up to three changes, subject to the service allowing rescheduling and an available slot. |
| After cash payment, or once work begins | Contact us and the service business for review and any payment reconciliation. |
At exactly two or four hours before the appointment, the corresponding online control is closed. All times use South African Standard Time. A disabled button does not remove a right to cancel, complain or seek a refund.
Late cancellations, missed appointments and fees
The website does not automatically charge a cancellation or no-show fee. Contact the business promptly if you cannot attend. Any proposed cancellation charge must have a lawful basis, be reasonable in the circumstances and take account of notice and the prospect of replacing the booking. We will not describe a charge as automatic merely because an online window has closed.
Applicable statutory exceptions, including the Consumer Protection Act’s protection for qualifying cancellations due to death or hospitalisation, remain available.
Cooling-off rights
Where section 44 of the Electronic Communications and Transactions Act applies, a service transaction can be cancelled without penalty within seven days of the agreement, with a refund within 30 days of cancellation if already paid. Statutory exclusions may apply, including when services begin with your consent during that period. Selecting an early appointment is not a blanket waiver of your rights. Contact us to exercise a right that the online controls do not accommodate.
If the service cannot go ahead
If a team or business cancels, cannot honour the booking or cannot work safely, contact us to arrange an available alternative or review cancellation and any money paid for unperformed work. A replacement time must be agreed with you; you do not have to accept store credit instead of a refund that is legally due.
Refunds and service complaints
No online payment is taken, so there is no card charge for the website to reverse. Where you paid in person, the recipient of that payment must reconcile any refund. Send your reference, payment date, amount, proof of payment if available, and a description of the issue to washhub@tosh.co.za. Do not send card credentials.
We will help identify the responsible business and communicate the outcome and refund method. Refunds are handled manually. There is no blanket “no refunds” rule: applicable remedies for poor-quality or incomplete services, including correction or an appropriate refund, remain available.
Keep your confirmation and correspondence. If unresolved, you may use the applicable consumer complaints channels described in our terms.