Cancellation Policy
Last updated: June 2026
1. Overview
Vula24 allows customers and locksmiths to cancel jobs under certain conditions. This policy explains when cancellations are allowed, any fees that apply, and how refunds are processed.
2. Customer Cancellations
2.1 Before Locksmith Dispatch
If you cancel before the locksmith has been dispatched (i.e. before you have made payment), no cancellation fee applies. Your job will be cancelled at no cost.
2.2 After Locksmith Dispatch
If you cancel after payment has been made and a locksmith is already on the way, a cancellation fee of R120 applies. This fee compensates the locksmith for their time and travel costs.
2.3 When You Cannot Cancel
You cannot cancel a job once the locksmith has marked arrival at your location or has started work.
3. Locksmith Cancellations
Locksmiths may cancel accepted jobs but must provide a reason. Accepted reasons include vehicle breakdown, personal emergency, unsafe job location, or unresponsive customer.
Each cancellation is recorded against the locksmith's account:
- 1st cancellation: Warning issued
- 3rd cancellation: Final warning
- 5th cancellation: Account suspended pending review
When a locksmith cancels, the customer is notified immediately and Vula24 will attempt to find a replacement locksmith at no extra cost to the customer.
4. Refunds
4.1 Free Cancellations
If you cancel before payment or the locksmith cancels before arrival, you receive a full refund of any amount paid.
4.2 Cancellation Fee Refunds
If a R120 cancellation fee applies, the remaining balance after the fee will be refunded to your original payment method within 3-5 business days.
4.3 Refund Processing
All refunds are processed manually by the Vula24 admin team. You will receive confirmation via the email address on your account.
5. How to Cancel
To cancel a job open the Vula24 app, go to your active job and tap "Cancel Job". You can also contact us at support@vula24.co.za if you experience any issues cancelling through the app.
6. Disputes
If you believe a cancellation fee was incorrectly applied, please contact us at support@vula24.co.za within 7 days of the cancellation. We will review your case and respond within 2 business days.
7. Contact
For any questions about this policy:
Email: support@vula24.co.za
WhatsApp: 066 123 5067