Booking, Cancellation & Credit Voucher FAQs

Do I have to pay upfront when booking?

Yes. All bookings are paid in advance to secure your inspection time and mobile attendance.

What happens if I cancel my booking with enough notice?

If you cancel at least 24 hours before your appointment time (during business hours):

Customers located within Brisbane or Redlands receive a Credit Voucher for the full booking value
No administration fee applies for in-service-area bookings

What if I cancel with less than 24 hours’ notice?

If less than 24 hours’ notice is given:

A 50% cancellation fee applies
The remaining balance is issued as a Credit Voucher (for Brisbane & Redlands bookings)

This helps cover lost booking time and travel allocation.

Can I reschedule instead of cancelling?

Yes. If you contact us by phone at least 2 hours before your appointment, we may be able to reschedule your booking instead of cancelling.

Do you offer cash refunds?

For change-of-mind cancellations, refunds are generally provided as Credit Vouchers, not cash.
Cash refunds are provided only where a booking is outside our service area, as a Credit Voucher would not be reasonably usable.
**Cash refunds may also be required under the Australian Consumer Law in certain circumstances (for example, where we fail to meet consumer guarantees), rather than providing a Credit Voucher.**
Your rights under the Australian Consumer Law always apply.

What is a Credit Voucher?

A Credit Voucher is electronic store credit that:

Can be used toward future eligible services
Is valid for 3 years
Is not redeemable for cash
Is emailed to you once processed

What if I booked outside your service area?

Rivercity Roadworthys and Mechanical services Brisbane and Redlands only.

If a booking is made outside these areas:

We are not obliged to attend
An administration fee of $34.90 inc. GST applies
The remaining balance is refunded to the original payment method
Credit Vouchers are not issued for out-of-service-area bookings

What is a “Non-Event” appointment?

A Non-Event occurs when we attend but cannot complete the inspection due to customer-related issues, such as:

The vehicle is not available
The vehicle is not accessible or safe to inspect
Keys or access are unavailable
The vehicle does not require an inspection
We cannot contact you on arrival (15-minute wait time)

In these cases, no refund or credit applies unless required by law.

What do I need to do before my inspection?

Please ensure:

The vehicle is ready at the booked time
It is parked on a hard, flat surface
There is at least 1 metre clearance around the vehicle
The vehicle has fuel and a working battery
Mobile reception is available for electronic certificates

What if weather prevents the inspection?

If conditions make the inspection unsafe, we’ll reschedule your booking at no cost.

What if something goes wrong with the service?

If we fail to provide the service with due care and skill, or within a reasonable time, you may be entitled to a refund or other remedy under the Australian Consumer Law.

Where can I read the full policy?

You can view the full Cancellation, Credit Voucher and Terms of Service Policy here:

👉 https://www.rivercityroadworthys.com/policy