Can you charge more than your quote? A South African guide

Short answer: not without your customer's agreement. If a job turns out to cost more than you quoted, get the extra work and the new price approved by the customer, in writing, before you carry on. For repair and maintenance work, South Africa's Consumer Protection Act (CPA) has estimate rules that point the same way. This guide explains what to do and gives you wording you can copy.

Why the original quote matters

A quote is your offer. Once the customer accepts it, you have agreed a price for a defined scope. If you later bill more, the customer can fairly ask: "Where did this extra come from, and when did I agree to it?" Most disputes are not about the price itself but about surprise.

What the Consumer Protection Act says (in short)

Section 15 of the Consumer Protection Act 68 of 2008 deals with estimates and pre-authorisation for repair and maintenance work. Secondary summaries of the section describe it as follows (please read the Act itself to confirm the exact wording):

• It applies to repair or maintenance work above a prescribed price threshold, where the provider takes possession of the customer's property or the customer asked for a quote first.
• A provider may not charge unless the customer authorised the work in an estimate, declined an estimate in writing (or another recordable manner), or pre-authorised a maximum amount.
• You may not charge more than the estimate or agreed maximum unless the customer consented to the additional amount.
• An estimate should show a breakdown and total, the nature and extent of the work, and how long the quote is valid.
• You may not charge for drawing up an estimate, nor for diagnostic work needed to prepare it, unless this was agreed beforehand.

Whether section 15 applies to your specific job depends on the type of work and the current threshold, so check the Act or ask an attorney. Even where it does not apply, the practical rule is the same: agree changes before you do them.

The 10% myth

You may see advice online that you can exceed an estimate by up to 10%. That rule comes from Ontario, Canada, not from South African law. We found no 10% tolerance in the South African rules, so do not rely on it. The test here is whether the customer agreed to the extra cost.

What to do when the job grows

1. Stop and document. Take a photo of what you found (for example, rotten timber behind a wall or an old pipe that cannot be reused).
2. Price the extra separately. Do not just add it to the final invoice. A short written variation with its own total keeps the original quote intact.
3. Get a yes in writing. A WhatsApp reply or an email saying "approved" is a record. A phone call is not, unless you confirm it by message afterwards.
4. Carry on only after approval. If the customer declines, finish the original scope or agree how to stop.
5. Invoice both amounts clearly. Show the original quote and the approved variation as separate lines, with VAT if you are registered. See what a VAT invoice must contain.

A variation message you can copy

Example wording only. Adjust it to your job:

"Hi Mrs Naidoo, when we opened up the bathroom wall we found the old geyser pipe is corroded and needs replacing. This is not in the original quote (QTE-0042). Extra cost: R1,200 excluding VAT (R1,380 including VAT). Please reply YES to approve or call me to discuss. I will not start this part until I hear from you."

The names and amounts above are illustrative, not real prices.

Prevent the problem in the original quote

• List what is included and excluded.
• Set a validity period (14 to 30 days is common) so material price changes do not trap you.
• State how extras are priced, for example "additional work approved in writing at R450 per hour".
• Itemise materials and labour so changes are easy to point to.

Our guides on how to write a quote that gets accepted and a free quote template cover the structure. If a customer is slow to pay after the job, see how to follow up on a late invoice. Plumbers can start from our plumber page, and electricians from the electrician page.

Frequently asked questions

Can I charge more than my original quote in South Africa?

Only with your customer's agreement. If the Consumer Protection Act's estimate rules apply to your job, you generally need the customer to authorise extra work and cost before you go over the original figure. Get that approval in writing (a WhatsApp or email reply counts as a record) and keep it.

What if I did the extra work without asking?

You risk not being paid for it. Secondary summaries of the Consumer Protection Act say a customer is not liable for repair or maintenance work done without their approval. Ask an attorney or the National Consumer Commission how it applies to your job.

How can I protect myself against price changes?

State what is included and excluded, give the quote a validity period, say how extras will be priced, and send a written variation for approval before doing any additional work.

Related: recovering an unpaid invoice (Small Claims Court) · Interest on overdue invoices · Client statements of account

Sources read for this guide: a 2010 law-journal analysis of the Consumer Protection Act (section 15) and the Act on the dtic website.

General information, not legal or tax advice. We summarised the Consumer Protection Act from secondary sources, so read the Act itself or consult an attorney about your situation. Check VAT treatment with your accountant or SARS.