Customer Request Terms

Customer Request Terms

Effective date: 13/05/2026

These Customer Request Terms apply when you submit a repair request, service request, guidance request, vehicle issue, photo, contact details, or related information to MainBay through the MainBay website, app-style platform, forms, or any related MainBay service.

By submitting a request, you agree to these Customer Request Terms.

 

1. About MainBay

MainBay operates an online platform that helps customers submit vehicle-related requests and connects suitable requests with selected third-party workshops or repair centres.

MainBay may assist with request routing, general next-step guidance, and workshop matching.

MainBay is not the repair workshop, mechanic, technician, vehicle manufacturer, insurer, towing provider, diagnostic centre, or parts supplier unless this is expressly stated in writing.

MainBay does not itself carry out vehicle repairs, diagnostics, inspections, towing, maintenance, or workshop services through this request platform.

 

2. Legal entity

The MainBay platform is operated by:

MainBay Pty (Ltd)

Registration number: 2025/725878/07

Email: admin@mainbay.co.za

 

3. What happens when you submit a request

When you submit a repair, service, diagnostic, or vehicle-related request, MainBay may review the information you provide.

If MainBay considers the request suitable for the platform, MainBay may list or share the request on the MainBay workshop portal, where selected approved workshops or repair centres may be able to view the request and choose whether they want to quote, respond, or contact you.

A suitable request may remain live on the MainBay workshop portal for up to 7 days from the date it is listed, unless MainBay removes it earlier, extends it, rejects it, marks it as closed, or decides otherwise at its discretion.

After the 7-day period, the request may be removed from the workshop portal. This means workshops may no longer be able to view, accept, or respond to that request through the MainBay platform.

Workshops are independent third-party businesses. They are not required to accept, quote on, or respond to every request listed on the MainBay platform.

A workshop may contact you directly to discuss your vehicle issue, inspection, diagnostic requirements, quote, availability, or booking.

Submitting a request does not guarantee that: a workshop will accept the request; a workshop will choose to quote on the request; a workshop will contact you; you will receive a quotation; you will receive a quotation within a specific time; your request will remain listed for the full 7-day period; the quotation will be the lowest available price; the vehicle issue will be diagnosed; the vehicle issue will be repaired; the repair will be completed within a specific time; or any workshop will agree to take on the job.

MainBay may reject, remove, hold, extend, close, or choose not to list or route a request if it is incomplete, unclear, suspicious, abusive, duplicated, outside the platform scope, outside the service area, already resolved, expired, or unsuitable for the platform.

 

4. Sharing your information

By submitting a request, you give MainBay permission to process and share relevant information with selected workshops or repair centres for the purpose of responding to your request.

This may include:

your name;

phone number;

email address;

vehicle make, model, year, engine, and related details;

city, suburb, or general location;

issue type;

issue description;

whether the vehicle can drive;

photos or attachments you upload;

and any other information reasonably needed to understand the request.

MainBay will only share information that is reasonably necessary for the workshop or repair centre to understand and respond to your request.

Workshops that receive your information are expected to use it only for the purpose of contacting you about your specific request.

 

5. Your responsibility when submitting information

You agree that the information you submit must be accurate, honest, complete, and not misleading.

You must not submit:

false requests;

fake contact details;

spam;

offensive content;

unlawful content;

misleading vehicle information;

or information belonging to another person without their permission.

You are responsible for checking that your contact details, vehicle details, location, and issue description are correct.

Incorrect or incomplete information may affect whether a workshop can contact you, quote correctly, or assist with your request.

 

6. Workshop quotes, bookings, and repairs

Any quote, diagnosis, inspection, repair, booking, parts supply, warranty, workmanship, invoice, payment, or related arrangement between you and a workshop is strictly between you and that workshop.

MainBay is not a party to the repair, service, inspection, diagnostic, towing, parts, labour, warranty, invoice, payment, or booking transaction between you and the workshop.

The workshop is responsible for its own:

quotation;

diagnosis;

inspection;

repair work;

service work;

parts supplied;

parts pricing;

labour charges;

workmanship;

warranty;

invoices;

payment collection;

booking arrangements;

vehicle updates;

completion timelines;

and dispute handling.

MainBay is not responsible for:

the accuracy of a workshop’s diagnosis;

the quality of workmanship;

the price quoted by a workshop;

the availability of parts;

delays;

failed repairs;

repeat faults;

damage caused by the workshop;

warranties or guarantees offered by the workshop;

payment disputes;

or any dispute between you and the workshop.

 

7. MainBay is not responsible for vehicle updates after booking

Once you choose to proceed with a workshop or repair centre, you must communicate directly with that workshop regarding your vehicle.

MainBay is not responsible for providing updates about:

booking confirmation;

vehicle drop-off;

vehicle collection;

inspection progress;

diagnostic results;

parts availability;

additional repair approvals;

repair delays;

completion times;

final invoices;

payment arrangements;

or warranty follow-ups.

MainBay may, at its discretion, assist with communication or escalation, but MainBay is not required to manage the repair process or provide vehicle updates on behalf of the workshop.

 

8. Formal quotations and authorisation

MainBay strongly advises customers to request and review a formal written quotation from the workshop or repair centre before confirming a booking, authorising work, or making payment.

A formal quotation should ideally be provided on the workshop’s company letterhead, invoice system, or official business document.

You should confirm all costs directly with the workshop before any paid work is done, including:

inspection fees;

diagnostic fees;

call-out fees;

towing charges;

labour charges;

parts prices;

repair costs;

storage fees;

and any additional charges.

You should not rely only on verbal pricing or informal messages where the repair, service, diagnosis, or parts replacement may involve additional costs.

MainBay does not authorise work on your behalf.

You are responsible for deciding whether to accept or decline any quotation from a workshop.

 

9. Diagnostic and inspection charges

A workshop may charge for diagnostic work, inspections, call-outs, towing, or quotation-related work where this is agreed with you.

You should ask the workshop to clearly explain any diagnostic, inspection, call-out, towing, or quotation-related charge before proceeding.

MainBay encourages customers and workshops to follow fair repair and maintenance practices, including obtaining customer approval before any paid work or additional work is carried out.

 

10. No obligation to accept a quote

You are not obligated to accept any quote from a workshop that contacts you through MainBay.

You may choose to proceed, decline, ask for more information, request a formal quotation, or seek another opinion.

Submitting a request through MainBay does not create a repair contract between you and any workshop unless you separately agree to proceed with that workshop.

 

11. No online diagnosis

MainBay does not diagnose vehicles online.

Any guidance provided by MainBay is general next-step guidance only and is based on the information you submit.

Guidance may suggest steps such as:

getting a diagnostic scan;

booking an inspection;

contacting a workshop;

checking whether the vehicle is safe to drive;

stopping driving if the vehicle may be unsafe;

or arranging towing or emergency assistance where appropriate.

MainBay guidance is not a full diagnosis, repair instruction, safety certification, technical report, or replacement for a physical inspection by a qualified person.

MainBay does not guarantee that any guidance response will identify the actual cause of the vehicle issue or resolve the vehicle problem.

MainBay will not be held liable for any loss, damage, cost, vehicle damage, failed repair, incorrect repair, further breakdown, or other consequence arising from your reliance on general guidance provided through the platform.

 

12. Emergency and safety issues

MainBay is not an emergency roadside assistance provider.

If your vehicle is unsafe to drive, overheating, leaking fuel, has brake failure, steering issues, smoke, fire risk, warning lights, unusual noises, loss of power, or any other urgent safety issue, you should stop driving where safe to do so and contact an appropriate emergency, towing, roadside assistance, or repair provider.

You are responsible for deciding whether it is safe to continue driving.

When in doubt, do not continue driving until the vehicle has been checked by a suitably qualified person.

 

13. Photos and uploaded content

If you upload photos or other content, you confirm that you have the right to share them with MainBay.

MainBay may share uploaded photos or descriptions with selected workshops to help them understand and respond to your request.

Do not upload sensitive documents, identity documents, bank cards, licence discs, unrelated private information, or confidential documents unless MainBay specifically asks for them.

 

14. Customer privacy

MainBay processes personal information to receive, review, route, and respond to customer requests.

Your personal information may be shared with selected workshops or repair centres for the purpose of responding to your request.

MainBay’s handling of personal information is explained in the Privacy Policy.

By submitting a request, you agree that MainBay may use your information to process the request and may share relevant request details with selected workshops or repair centres.

 

15. Availability of the platform

MainBay may change, pause, remove, or refuse any request at its discretion.

MainBay may also remove, close, expire, or archive customer requests after a set period, including after the request has been live on the workshop portal for up to 7 days.

MainBay may reject requests that are incomplete, suspicious, outside the service area, unlawful, abusive, duplicated, misleading, or not suitable for the platform.

MainBay does not guarantee that the website, forms, request system, emails, integrations, third-party services, or workshop routing process will always be available, uninterrupted, or error-free.

 

16. Limitation of liability

To the maximum extent allowed by law, MainBay will not be liable for: a workshop choosing not to quote; a workshop choosing not to contact you; you not receiving any quote responses; you receiving fewer quote responses than expected; indirect loss; consequential loss; loss of income; loss of opportunity; vehicle downtime; loss of vehicle use; failed repairs; incorrect diagnosis; incorrect guidance interpretation; incorrect quotation; workshop conduct; delays; parts issues; towing issues; payment disputes; warranty disputes; or any loss arising from your dealings with a third-party workshop or repair centre.

MainBay’s role is limited to operating the platform, receiving requests, reviewing requests, listing or routing suitable requests where applicable, and providing general next-step guidance where applicable. Nothing in these terms excludes liability where the law does not allow it to be excluded.

 

17. Changes to these terms

MainBay may update these Customer Request Terms from time to time.

The latest version published on the website will apply from the effective date shown at the top of the page.

Continued use of MainBay after updates means you accept the updated Customer Request Terms.

 

18. Contact

For questions about these Customer Request Terms, contact:

MainBay Pty (Ltd)

Registration number: 2025/725878/07

Email: admin@mainbay.co.za