Customer Support Policy
Here's how to reach us, how quickly we reply, and how we help when something goes wrong with a booking.
Last updated: 18 October 2026
1. Support Channels
- Email: [email protected]
- The contact form on our website
Many common questions are answered in our FAQ.
2. Response Times
We aim to reply to every message within 24 hours on business days (Monday to Friday, excluding South African public holidays). Urgent problems with a booking that is happening today get priority.
3. Disputes
If you disagree with a provider about a booking, try to resolve it in the LocalHands chat first, so there is a written record. If that doesn't work, contact support with your booking reference. We will review the chat history and any photos, hear from both sides, and recommend an outcome. That outcome may include a refund under our Return & Refund Policy.
4. Escalation
If you're unhappy with how support handled your issue, reply to the same email thread and ask for it to be escalated to a senior team member. You also keep your rights under the Consumer Protection Act, including the right to contact the National Consumer Commission.
5. Respectful Conduct
We treat everyone with respect and ask the same of you. Abusive or threatening behaviour towards our team or providers may lead to an account being suspended, as set out in our Terms & Conditions.