Complaints Procedure

At ClickMechanic, our mission is to make car care easy for everyone, everywhere.

As a part of that, we always strive for a ‘Right first time’ approach. We have designed the website to be super-easy to use, so even if you’re flummoxed by your vehicle issue/s, you won’t be by our platform!

As we know, things can - and unfortunately, do - go wrong occasionally. However, our friendly and knowledgeable support team are here to help.

If your complaint relates to the browsing, booking or payment of services, please
contact us at: support@clickmechanic.com

We have our own in-house Resolution Centre where customers and mechanics can communicate in writing and where we can also oversee, or get involved, as required.

In the event of any subsequent dispute between customer and mechanic, we are here in a mediatory capacity, to help bring the matter towards swift and amicable resolution, wherever possible - just 'escalate' the case to us for review.

If your complaint relates to a dispute with the independent mechanic (e.g. the amount charged, parts fitted or the quality of a repair) then please open a resolution case within your ClickMechanic account via the web link below, where you can message both the independent mechanic and ClickMechanic.

https://www.clickmechanic.com/resolution-centre

If you have purchased a Pre-Purchase Inspection, please be advised these are not offered with any form of warranty or guarantee. Please refer to the disclaimer within the individual inspection report itself.

ClickMechanic is a third party marketplace platform only. All mechanics trading on our platform are independent and are not employed by us. They trade under their own business names, manage their own day-to-day work schedules and ultimately, decide which bookings they undertake.

Your contract of works, payment, warranty (if applicable) and any refund decision are the sole responsibility of the independent mechanic and not ClickMechanic, as the booking platform.

Our platform is used by a wide range and large number of independent mechanics. Each Mechanic is solely responsible for the quality of their own advice and service. ClickMechanic cannot be held responsible for work completed or otherwise, nor do we endorse or recommend any mechanic.

Please refer to our Terms of Service: www.clickmechanic.com/terms

We will always endeavour to help resolve your complaint as soon as possible, however, due to the complex nature of vehicle mechanics, some complaints will require a longer period of time in which to investigate and resolve. If this is the case, we'll provide you with updates and look to work with you and the independent mechanic to reach a satisfactory resolution.

If you have had defective work fixed elsewhere, you should always provide your mechanic and ourselves with a verifiable report and invoice from the third-party garage (or similar) who carried out the remedial work, as evidence to support any complaint made. Without such evidence, your complaint would be regarded as unsubstantiated and therefore, unfortunately we would be unable to support your side of things with your mechanic. ClickMechanic cannot be held responsible for any associated costs.

Please also be aware that getting a repair fixed elsewhere before the independent mechanic has been offered reasonable opportunity to inspect/rectify it may invalidate their warranty.

Finally, we appreciate dealing with any complaint can be stressful and frustrating and our support team are happy to try to help both our customers and partner mechanics in such matters. However, kindly treat our team with respect, otherwise we may cease communications and take further action, as appropriate.

If you're unhappy with our support, you can request your complaint is escalated to our Customer Service Manager for final response.