Terms & Conditions

By accessing or using LocalHands, you represent that:

• You are at least 18 years of age.
• You have the legal capacity to enter into a binding contract under South African law.
• You will comply with all applicable South African laws and regulations.
• The information you provide during registration and use of the platform is accurate and complete.

These Terms apply to all users of the platform, including Customers, Service Providers (Contractors), Company Administrators, and Agents.

LocalHands provides the infrastructure for Customers and Providers to connect, communicate, and transact. The service contract for any job is formed directly between the Customer and the Provider upon confirmation of a Booking. LocalHands' role is limited to:

• Operating and maintaining the platform.
• Facilitating communication between Customers and Providers.
• Processing payments via our integrated payment gateway (PayFast).
• Verifying provider applications and maintaining platform standards.
• Providing dispute resolution support (without guarantee of outcome).

LocalHands makes no warranty that Providers are appropriately licensed, insured, or qualified for any specific job unless explicitly indicated by a Verified badge. Customers are encouraged to conduct their own due diligence before confirming a Booking.

4.1 Account Creation

• You must provide accurate, complete, and current information during registration.
• You may only create one account per person or business unless explicitly authorised by LocalHands.
• Accounts are non-transferable and may not be sold or assigned to another party.

4.2 Account Security

• You are responsible for maintaining the confidentiality of your password and account credentials.
• You must notify LocalHands immediately of any suspected unauthorised use of your account.
• LocalHands is not liable for any loss or damage arising from your failure to protect your account credentials.

4.3 Account Verification

LocalHands may require email verification, phone verification, or identity verification at any time. Failure to complete required verification may result in limited or suspended access to platform features.

5.1 Application and Approval

To list services on LocalHands, you must submit a provider application and receive approval from our team. We reserve the right to decline any application without providing a reason. Approved status may be revoked at any time for breach of these Terms or platform policies.

5.2 Provider Responsibilities

As a Provider, you agree to:

• Provide services professionally, safely, and to the standard described in your profile.
• Ensure you hold any licences, certifications, or insurance required by law for the services you offer.
• Respond to Customer enquiries promptly and honour confirmed bookings.
• Maintain accurate and up-to-date pricing, availability, and service descriptions.
• Comply with all applicable South African labour, health and safety, and consumer protection laws.
• Not solicit Customers to transact outside the LocalHands platform to avoid fees.

5.3 Company Accounts and Agents

A Company Administrator is responsible for all actions taken by Agents operating under their Company Account. Agents must be added with the Agent's informed consent. LocalHands is not liable for disputes between a Company Administrator and their Agents.

5.4 Independent Contractor Status

Providers are independent contractors, not employees, partners, or agents of LocalHands. Nothing in these Terms creates any employment relationship, partnership, joint venture, or agency between LocalHands and any Provider.

As a Customer, you agree to:

• Provide accurate information about the job, location, and requirements when submitting a service request.
• Treat Providers with respect and professionalism.
• Honour confirmed bookings and be available at the agreed time and location.
• Not use the platform to solicit Providers for services outside the platform in order to avoid fees.
• Pay the agreed amount promptly upon accepting a quote.
• Provide a safe and accessible environment for Providers performing services at your property.

7.1 How Bookings Work

1. A Customer initiates a Service Request by messaging a Provider through the platform.
2. The Provider sends a formal Quote through the platform's quote system.
3. The Customer reviews and accepts the Quote.
4. The Customer completes payment via PayFast.
5. A confirmed Booking is created and both parties receive notification.

7.2 Quote Validity

Quotes are valid for the period specified by the Provider (or 7 days if not specified). LocalHands does not guarantee that a quoted price will remain available after expiry. Providers may update pricing on their profiles at any time, but cannot retroactively change an accepted Quote.

7.3 Confirmation

A Booking is only confirmed once payment has been successfully processed. Email confirmations will be sent to both the Customer and the Provider upon successful payment.

8.1 Payment Processing

All payments are processed through PayFast (Pty) Ltd, a South African payment gateway. By making a payment, you agree to PayFast's Terms of Service and Privacy Policy. LocalHands does not store card details.

8.2 Currency

All prices on LocalHands are quoted and charged in South African Rand (ZAR).

8.3 Platform Fees

LocalHands may charge a platform fee or commission on transactions. Any applicable fees will be clearly disclosed before payment confirmation. Current fee structures are published on the platform and may be updated with 30 days' notice to affected users.

8.4 Payment Failures

If a payment fails, the Booking will not be confirmed. LocalHands is not responsible for payment failures caused by your bank, card issuer, or PayFast. Please contact your bank or PayFast support in such cases.

8.5 Invoicing and Records

Payment records are accessible through your account dashboard. LocalHands provides a payment summary for each completed transaction. For formal VAT invoices, please contact us.

9.1 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: 50% refund at LocalHands' discretion, subject to Provider agreement.
• Less than 24 hours before or no-show: No refund, unless the Provider agrees otherwise.

9.2 Cancellation by Provider

Providers who cancel a confirmed Booking without adequate cause or notice may face penalties including reduced visibility in search results, a warning, or account suspension. Customers whose bookings are cancelled by a Provider will receive a full refund.

9.3 Refund Process

Approved refunds are processed within 5–10 business days via the original payment method. Processing times may vary depending on your bank or card issuer. LocalHands will deduct any non-refundable payment gateway fees from refund amounts.

9.4 Disputes about Service Quality

If you are dissatisfied with the quality of service received, you must notify LocalHands within 48 hours of the service being completed. We will facilitate a mediated resolution between you and the Provider. Refunds for completed services are at LocalHands' discretion following investigation.

• Only Customers who have completed a Booking through LocalHands may leave a review for that Provider.
• Reviews must be honest, factual, and based on your personal experience of the service.
• Reviews may not contain defamatory, offensive, discriminatory, or false statements.
• LocalHands reserves the right to remove reviews that violate these Terms, but will not remove negative reviews that comply with these rules.
• Providers may not offer incentives (discounts, gifts, or payments) in exchange for positive reviews.
• Attempting to manipulate ratings — by creating fake accounts, pressuring customers, or gaming the system — will result in immediate account termination.

You agree not to use LocalHands to:

Violation of this section may result in immediate account suspension or permanent termination, and may be reported to the relevant South African authorities where applicable.

12.1 LocalHands IP

All intellectual property rights in the LocalHands platform, including but not limited to the website design, logo, software, databases, trademarks, and written content, are owned by LocalHands (Pty) Ltd or its licensors. You may not reproduce, copy, distribute, or create derivative works from any part of the platform without prior written permission.

12.2 User Content Licence

By submitting Content (profile information, photos, reviews, portfolio items, service descriptions) to LocalHands, you grant us a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, and distribute that Content on the platform for the purposes of operating and promoting LocalHands. You retain ownership of your Content and may request its removal subject to our data retention obligations.

12.3 Prohibited Use of Content

You may not use another user's Content without their express permission. Copyright infringement will result in immediate removal of the infringing Content and may lead to account termination.

To the maximum extent permitted by South African law:

• LocalHands is not liable for the quality, safety, legality, or completeness of any service performed by a Provider.
• LocalHands is not liable for any direct, indirect, incidental, special, or consequential damages arising from your use of the platform.
• LocalHands is not liable for any loss of data, loss of revenue, or damage to property arising from platform use.
• Our aggregate liability to you for any claim arising from these Terms or platform use shall not exceed the amount paid by you to LocalHands in the 3 months preceding the claim.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under the Consumer Protection Act 68 of 2008 or other applicable South African legislation.

You agree to indemnify, defend, and hold harmless LocalHands, its directors, employees, agents, and partners from and against any claims, liabilities, damages, losses, costs, and expenses (including legal fees) arising out of or relating to:

• Your breach of these Terms or any applicable law.
• Your Content or any misrepresentation in your profile or service listings.
• Any services you provide or receive through the platform.
• Any dispute between you and another user.

15.1 Between Users

Disputes between Customers and Providers should first be reported to LocalHands support via our contact form. We will make reasonable efforts to mediate a fair resolution within 5 business days. LocalHands' decision in platform-related disputes (such as refund eligibility) is final.

15.2 With LocalHands

Any dispute between you and LocalHands that cannot be resolved informally shall be submitted to binding arbitration in Johannesburg, South Africa, under the Arbitration Foundation of Southern Africa (AFSA) rules, unless both parties agree to an alternative resolution method. Class action claims are waived to the extent permitted by law.

15.3 Consumer Rights

Nothing in these Terms limits your rights under the Consumer Protection Act 68 of 2008. You may also approach the National Consumer Tribunal or Consumer Commissioner if required.

16.1 Termination by You

You may close your account at any time via your account settings or by contacting support. Closing your account does not waive any outstanding obligations, including unpaid amounts or ongoing disputes.

16.2 Termination by LocalHands

LocalHands may suspend or permanently terminate your account, with or without notice, if you:

• Breach these Terms or our platform policies.
• Engage in fraudulent, illegal, or abusive behaviour.
• Repeatedly receive negative reviews or complaints from other users.
• Pose a risk to the safety or integrity of the platform or its users.

16.3 Effect of Termination

Upon termination, your right to access the platform ceases immediately. Any pending bookings or payments will be handled according to our cancellation and refund policy. Data retention post-termination is governed by our Privacy Policy.

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa. The following legislation may apply to your use of LocalHands:

LocalHands reserves the right to update or modify these Terms at any time. We will notify users of material changes via:

• Email notification to your registered email address.
• A notice displayed on the platform homepage for at least 30 days.
• An updated "Last updated" date at the top of this page.

Continued use of the platform after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to any changes, you must stop using LocalHands and may request account deletion.

For questions, concerns, or requests relating to these Terms, please contact us: