Refund Policy

How deposits, cancellations, and refunds are handled for workshop services. This policy applies alongside our Service Agreement, which is the binding document for any work we perform on your vehicle.

1. Overview

SM Automotive Solutions (ABN 70 270 045 035) is a service workshop. We do not sell physical goods through this website, so this policy does not deal with product returns, shipping, or restocking. It covers:

• Booking deposits paid to secure a service slot;
• Cancellation of a booking by either party;
• Diagnostic fees;
• Workmanship warranty claims; and
• Your rights under the Australian Consumer Law.

2. Booking Deposits

A deposit of 10% of the agreed price is required to confirm a booking and to allow us to order the parts needed for your job.

• Refundable in full if you cancel before any parts have been ordered and before the booked workshop time has been committed.
• Refundable less costs already incurred if you cancel after parts have been ordered or scheduling has been committed (for example, where ordered parts cannot be returned, or where supplier deposits have been paid).
• Non-refundable in the case of a no-show on the booked drop-off date without prior notice.

3. Cancellation by the Customer

To cancel a booking, please contact us as early as possible using the enquiry form on the home page or by replying to the booking communication we sent you.

• Before work commences: your deposit will be refunded, less any costs already incurred (such as parts ordered or non-refundable supplier deposits).
• After work has commenced: you remain liable for all labour performed and parts ordered or fitted up to that point. Any deposit balance after these costs will be refunded.

4. Cancellation or Rescheduling by the Workshop

If we need to cancel or reschedule your booking due to circumstances beyond our control (illness, equipment failure, supplier issues, etc.) we will give you as much notice as possible and offer you the choice of:

• Rescheduling to the next available date that suits you; or
• A full refund of any deposit paid, with no costs deducted.

5. Diagnostic Fees

Where we are engaged to investigate a fault and you decide not to proceed with the recommended repair, a diagnostic fee will apply, charged at our hourly labour rate for the time spent diagnosing the issue. We will let you know before diagnostic work begins that this fee will apply.

6. Workmanship Warranty Claims

We warrant our workmanship for 12 months or 20,000 km (whichever comes first) from the date the vehicle is returned to you, provided the vehicle is used for normal road use.

To lodge a workmanship claim:

1. Contact us via the enquiry form on the home page, describing the issue, when it started, and the date of the original work.
2. We will arrange a time to inspect the vehicle and confirm whether the issue is covered by the workmanship warranty.
3. Where a claim is valid, our standard remedy is to perform the corrective work at no charge. A monetary refund will only be considered where re-work is not practical or you do not wish us to perform it.

The workmanship warranty does not cover:

• Damage caused by misuse, neglect, accident, or use of incorrect fluids or fuels;
• Race, track, drag, drift, or competition use of the vehicle;
• Modifications or repairs performed by another workshop after our work;
• The failure of any customer-supplied part, or any consequential damage arising from customer-supplied parts (see section 7).

7. Customer-Supplied Parts

Where you have supplied parts for us to fit, we do not provide warranty on those parts themselves, on their operation, or on any consequential damage arising from their use. Refunds are not available for issues that originate from customer-supplied parts. Where a manufacturer warranty applies to those parts, you should pursue it directly with the original supplier.

8. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to:

• Cancel your service contract with us and to a refund for any unused portion, or to compensation for its reduced value, if a service has a major failure (e.g. the service is significantly different from what was agreed, or cannot be easily fixed within a reasonable time);
• Have a service problem remedied if it is not a major failure, in a reasonable time and at no cost to you.

Nothing in this Refund Policy or in our Service Agreement excludes, restricts, or modifies any non-excludable rights or remedies you have under the Australian Consumer Law.

9. How Refunds Are Paid

Approved refunds will be paid back to the original payment method where reasonably possible. Where that is not practical (for example, where the original payment was in cash), refunds will be made by bank transfer to an account nominated by you.

We aim to process approved refunds within 10 business days of agreement, subject to receiving the necessary payment details from you.

10. Resolving Disputes

If you have a concern about a refund, deposit, or workmanship matter, please contact us first via the enquiry form on the home page. Most issues can be resolved quickly through a direct conversation.

If we are unable to reach a resolution, you may escalate your complaint to Consumer and Business Services South Australia (www.cbs.sa.gov.au), the state regulator for consumer protection.

11. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be reflected by updating the "Last updated" date at the top of this page.

12. Contact

For any question about a refund, deposit, or warranty claim, please get in touch via the enquiry form on the home page.