Return & Refund Policy
LocalHands is a marketplace for services, not physical goods. This policy explains when a booking can be cancelled and how refunds are handled.
Last updated: 18 October 2026
1. Scope
This policy applies to services booked and paid for through localhands.co.za or the LocalHands mobile app. Payments are processed securely by PayFast. Services arranged and paid for directly with a provider outside the platform are not covered.
Because LocalHands sells services rather than goods, there is nothing to "return". Instead, you may cancel a booking or ask for a refund as described below. This policy is read together with section 9 of our Terms & Conditions, and nothing in it limits your rights under the Consumer Protection Act 68 of 2008.
2. Cancellation by Customer
- More than 48 hours before the scheduled service: full refund, less any payment gateway processing fees.
- 24–48 hours before the scheduled service: up to 50% refund at LocalHands' discretion, subject to the provider's agreement.
- Less than 24 hours before, or no-show: no refund, unless the provider agrees otherwise.
3. Cancellation by Provider
If a provider cancels a confirmed booking, or does not arrive, you will receive a full refund. We can also help you find another provider for the same job.
4. Unsatisfactory Work
If the work was not completed as quoted, contact us within 7 days of the service date with photos and a description of the problem. We will mediate with the provider, who may be asked to return and fix the work. A full or partial refund for completed services is decided at LocalHands' discretion after the investigation.
5. How to Request a Refund
- Sign in and open the booking under My Bookings, or email [email protected].
- Give your booking reference, the reason for the request and any supporting photos.
- We acknowledge every request within 2 business days and tell you the outcome once we have reviewed it.
6. Refund Timelines
Approved refunds go back to the original payment method within 5–10 business days. How long the money takes to reflect depends on your bank or card issuer.
7. Non-refundable Items
- Payment gateway processing fees charged by PayFast.
- Tips paid to providers once a job is complete.
- Materials the provider has already bought for your job at your request, where you agreed to them in the quote.