WeBuyCars is committed to resolving any concerns you may have regarding a vehicle purchased from us. This process is designed to be fair and efficient, in line with the Consumer Protection Act, Act 68 of 2008, (CPA) and the South African Automotive Industry Code of Conduct (Code).

Steps you need to take:

In the event that you have a complaint regarding a vehicle that you bought from WeBuyCars, you agree that you will follow the steps below to resolve your complaint.

Step 1: Lodge your complaint

If a complaint arises regarding a vehicle that you purchased from WeBuyCars, you must first bring the issue to our attention by contacting our Customer Care Department as soon as reasonably possible.

Step 2: Our internal investigation

Once your complaint is lodged, our Customer Care team will conduct a thorough investigation. The Customer Care team will contact you within the same or next business day of you lodging your complaint and request any additional information that we may require to investigate your complaint.

WeBuyCars will endeavour to provide you with an outcome of your complaint within ten (10) business days. However, this is dependent on whether your vehicle should be assessed or inspected by WeBuyCars or an independent third-party workshop, and in such an event, WeBuyCars will endeavour to provide you with an outcome as soon as possible.

Important note: To ensure a fair and objective assessment of your complaint, you may not proceed with any repairs or alterations to the vehicle until our investigation is complete and an agreement is reached. Any repairs conducted without the express written approval of the WeBuyCars Customer Care Department may be considered unauthorised repairs. In such an event, you will void your implied warranty as set out in the CPA. Furthermore, if you choose to take your vehicle to a workshop or service provider without prior written approval from WeBuyCars, WeBuyCars will not be held liable for any storage fees.

Step 3: Referral to the Motor Industry Ombud of South Africa (MIOSA)

If your complaint is not resolved to your satisfaction within 30 (thirty) days of the complaint being lodged, you undertake, in terms of the CPA, to refer your complaint to the Motor Industry Ombud of South Africa (MIOSA).

The MIOSA is an accredited and independent dispute resolution forum for the South African automotive industry. We will provide you with the necessary information to file a formal complaint with them. You can lodge your complaint with the MIOSA here.

The MIOSA will assess your complaint and issue a recommendation.

WeBuyCars undertakes to adhere to the recommendations issued by the MIOSA.

For more information, you can view the Consumer Protection Act and South African Automotive Industry Code of Conduct. 

Customer care call centre: 087 057 0000

Customer care email: [email protected]

Customer care department operating hours:
Monday to Friday - 08:00 to 17:00
Saturday - 08:00 to 14:00