3. SERVICE PROVIDERS

TSC works with Service Providers who are assessed and onboarded according to TSC's processes.

TSC may consider factors such as:

• qualifications and registrations where applicable;

• experience;

• technical ability;

• availability;

• previous service performance;

• customer feedback;

• complaint history; and

• other verification information.

TSC's onboarding and verification process is intended to help us select suitable Service Providers.

However, it does not mean that TSC guarantees that a Service Provider will always perform perfectly or that every job will be completed without problems.

Service Providers are independent businesses or contractors. They are responsible for the technical work they perform and for meeting the legal, professional, safety, licensing, qualification, and regulatory requirements that apply to their work.

4. WHO IS RESPONSIBLE FOR WHAT?

TSC, the Customer, and the Service Provider each have different responsibilities.

TSC is responsible for:

• coordinating the service;

• managing the Booking;

• communicating with the Customer;

• assigning a suitable Service Provider;

• providing customer support;

• handling complaints and investigations; and

• managing refunds and other customer resolutions in accordance with these Terms and TSC's processes.

The Service Provider is responsible for:

• performing the actual service;

• using appropriate tools and equipment;

• carrying out work with reasonable skill and care;

• following applicable safety requirements;

• having the qualifications, licences, registrations, or permits required for their work;

• communicating problems or delays;

• obtaining approval for additional chargeable work; and

• taking responsibility for their workmanship and actions.

The Customer is responsible for:

• providing accurate information;

• providing safe access to the property;

• informing TSC or the Service Provider of known hazards or important conditions;

• being available or making suitable access arrangements;

• approving additional work where required; and

• treating Service Providers respectfully.

5. CUSTOMER ELIGIBILITY

To use TSC, you must:

• provide accurate information;

• provide valid contact details;

• have the legal ability to enter into an agreement; and

• agree to these Terms.

If you provide information that is incorrect or incomplete, this may affect the service, price, timing, or outcome.

6. REQUESTING AND BOOKING A SERVICE

Customers may request a service through TSC's approved booking channels.

When requesting a service, the Customer should provide as much accurate information as possible, including where relevant:

• the property address;

• the type of service required;

• a description of the problem;

• photographs or videos;

• access information;

• known hazards;

• relevant property conditions; and

• any other information requested by TSC.

A service request is not automatically a confirmed Booking.

A Booking is confirmed when:

1. TSC accepts the service request;

2. a suitable Service Provider is assigned; and

3. TSC confirms the Booking with the Customer.

TSC may decline, change, or cancel a service request or Booking where reasonably necessary, including where:

• the requested service is outside TSC's available services;

• a suitable Service Provider is not available;

• the information provided by the Customer is incomplete or materially inaccurate;

• the property or requested work presents an unreasonable safety risk;

• the Customer requests work that is illegal or otherwise prohibited;

• access to the property cannot be provided as required;

• the Customer has breached these Terms; or

• circumstances outside TSC's reasonable control prevent the service from being provided.

7. SERVICE PROVIDER SELECTION

TSC will try to select a Service Provider who is suitable for the requested service.

Selection may depend on:

• the type of work required;

• technical ability;

• location;

• availability;

• previous performance;

• customer feedback; and

• other relevant information.

Customers may request a particular type of Service Provider.

A request does not guarantee that a particular Service Provider will be available or assigned.

8. CUSTOMER RESPONSIBILITIES

Customers must:

• provide accurate information about the service;

• provide safe and reasonable access to the property;

• disclose known risks or hazards;

• secure pets and manage children where necessary;

• communicate changes as soon as possible;

• follow reasonable safety instructions;

• approve additional work before it is carried out where required; and

• treat Service Providers and TSC staff respectfully.

Customers must not:

• request illegal work;

• deliberately provide false information;

• ask a Service Provider to perform work outside the agreed Booking without approval;

• deliberately damage tools or equipment.

If a Customer's breach of these Terms, fraud, materially false or misleading information, unlawful request, or other wrongful conduct causes TSC to face a claim, loss, liability, or reasonable cost, the Customer may be required to reimburse TSC for the reasonable losses and costs directly arising from that conduct, to the extent permitted by applicable law.

Nothing in this section limits or excludes any rights or remedies available to the Customer under applicable South African consumer legislation.

9. SERVICE PROVIDER RESPONSIBILITIES

Service Providers must:

• accept only work they are capable of performing;

• arrive within the agreed timeframe, unless circumstances prevent this;

• perform work with reasonable skill and care;

• use suitable tools and equipment;

• follow applicable safety requirements;

• communicate delays or problems;

• behave professionally;

• keep Customer information confidential;

• not misuse Customer information;

• explain when additional work is required; and

• obtain Customer approval before carrying out additional chargeable work, unless otherwise agreed.

Service Providers are responsible for maintaining any qualifications, licences, registrations, insurance, permits, tools, equipment, and other requirements that apply to their business or work. Where applicable to the trade or service, Service Providers must hold and maintain the relevant industry registrations or certifications required by law or TSC's vetting requirements.

10. PRICING

TSC uses a set pricing framework for the services it offers.

TSC pricing is informed by factors such as:

• material and supplier pricing;

• the type and scope of work;

• relevant industry pricing;

• labour requirements; and

• other reasonable costs connected to the service.

The Customer will be given the applicable price or quotation before the service where reasonably possible.

The price may include, where applicable:

• labour;

• materials;

• call-out charges;

• installation costs; and

• other agreed service charges.

The Customer is responsible for paying the amount communicated by TSC for the Booking.

11. ADDITIONAL WORK AND PRICE CHANGES

Sometimes a Service Provider may discover that additional work is needed after inspecting the problem.

If this happens, the Service Provider must notify TSC of:

• what additional work is required; and

• Why is it required?

TSC will assess the additional work and, where necessary, provide the Customer with a revised quote.

The Customer must approve the revised quote before any additional chargeable work is carried out, unless the Customer has already given clear authority for the Service Provider to proceed within an agreed limit.

A Customer will not be required to pay for additional work that they did not request or approve, subject to applicable law.

12. PAYMENTS

TSC may facilitate payments through third-party payment providers.

Payment methods and payment timing will be communicated to the Customer during the Booking process.

Customers agree that:

• payment information may be processed by a third-party payment provider;

• TSC does not normally store complete payment card details;

• payment processing may be subject to the terms of the relevant payment provider; and

• unpaid amounts may affect future bookings.

Where a payment is made to TSC or through a payment system arranged by TSC, the Customer will receive the applicable payment confirmation.

13. CANCELLATIONS

Customers may cancel a Booking through the approved TSC communication or booking channel.

Any cancellation rules, fees, or applicable charges will be communicated to the Customer where relevant.

Repeated cancellations, missed appointments, or failure to provide access may affect future bookings.

TSC may cancel a Booking where:

• no suitable Service Provider is available;

• the Customer has provided incorrect or incomplete information;

• the property is unsafe;

• the requested work cannot legally or reasonably be performed;

• the Customer has breached these Terms; or

• circumstances outside TSC's reasonable control prevent the service.

If TSC cancels a Booking for reasons attributable to TSC and a payment has already been made, the applicable payment will be refunded.

14. IF SOMETHING GOES WRONG

TSC wants Customers to have a simple way to report service problems.

If a Customer is unhappy with a service or believes something has gone wrong, they should contact TSC as soon as reasonably possible.

TSC may ask for:

• photographs or videos;

• descriptions of the problem;

• invoices or receipts;

• messages or other communication;

• information about the work performed; and

• any other information reasonably needed to investigate the complaint.

TSC may also ask the Service Provider for an explanation.

TSC will review the available information and decide on an appropriate resolution.

Depending on the circumstances, this may include:

• corrective action;

• further investigation;

• a full refund;

• another reasonable customer resolution; or

• action against the Service Provider.

TSC will communicate the outcome to the Customer.

15. REFUNDS

TSC aims to protect Customers when a service has not been delivered as reasonably expected.

Where a complaint qualifies for a refund under TSC's customer resolution process, TSC will provide the Customer with a full refund for the affected service.

The Customer may be asked to provide information or evidence so that TSC can properly investigate the complaint.

TSC aims to review and respond to refund complaints within 5 business days after receiving the information reasonably required to assess the complaint. More complex complaints may take longer where further investigation is required.

A refund may be processed through the original payment method or another method reasonably arranged by TSC.

TSC may take separate action with the Service Provider after resolving the Customer's complaint.

This internal process does not reduce the Customer's right to receive the applicable refund from TSC.

Nothing in this section limits any rights the Customer has under applicable South African law.

16. PROPERTY DAMAGE

Customers must report property damage to TSC as soon as reasonably possible.

Where a Customer reports damage, TSC may investigate the matter and request evidence.

The investigation may include:

• photographs or videos;

• information from the Customer;

• information from the Service Provider;

• Booking records;

• communication records; and

• other relevant evidence.

Where the damage was caused by the Service Provider's work or actions, the Service Provider may be responsible for the damage in accordance with applicable law and the agreement between TSC and the Service Provider.

TSC will manage the Customer-facing complaint and resolution process.

Customers remain responsible for damage or loss caused by their own actions, incorrect information, unsafe conditions, or failure to disclose relevant information.

17. SAFETY AND EMERGENCIES

TSC is not an emergency response service.

If there is an immediate danger to life, serious injury, fire, gas, electrical danger, flooding, structural danger, or another serious emergency, Customers should first take appropriate emergency safety measures and contact the relevant emergency service where necessary.

Customers must not ask a Service Provider to perform work that is unsafe or unlawful.

TSC may refuse or stop a Booking if it reasonably believes that the work or property is unsafe.

18. THIRD-PARTY SERVICE PROVIDERS

The Service Provider performs the actual technical or trade work.

TSC does not personally perform every service offered through the Platform.

Service Providers operate as independent businesses or contractors and are responsible for the technical work they perform.

TSC's role is to coordinate the service and manage the Customer experience.

Nothing in these Terms removes any responsibility that TSC has under applicable law.

19. LIABILITY

TSC will take reasonable steps to provide and manage its services properly.

However, TSC cannot guarantee that:

• every Service Provider will always be available;

• every service will be completed without delay;

• every technical problem can be identified before work starts; or

• circumstances outside TSC's reasonable control will not affect a Booking.

To the maximum extent permitted by South African law, TSC is not responsible for losses caused solely by:

• incorrect information provided by the Customer;

• unsafe conditions that the Customer failed to disclose;

• pre-existing property damage;

• the Customer's own actions;

• events outside TSC's reasonable control; or

• delays or failures caused by third parties where TSC could not reasonably prevent them.

Service Providers remain responsible for their own workmanship, technical decisions, actions, and obligations applicable to the work they perform.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under South African law.

20. EVENTS OUTSIDE OUR CONTROL

Sometimes a service may be delayed or cancelled because of circumstances that TSC cannot reasonably control.

These may include:

• severe weather;

• natural disasters;

• power or telecommunications failures;

• road closures;

• strikes;

• government restrictions;

• emergencies;

• unavailable suppliers; or

• other events outside TSC's reasonable control.

TSC will make reasonable efforts to communicate delays and find an appropriate solution.

21. PRIVACY AND PERSONAL INFORMATION

TSC needs to collect and use certain personal information to provide its services.

This may include:

• name;

• telephone number;

• email address;

• property address;

• service details;

• photographs or videos;

• Booking history;

• payment-related information; and

• communication records.

TSC may share information with a Service Provider where reasonably necessary to arrange, provide, or manage the requested service.

For example, a Service Provider may need the Customer's name, address, contact details, job description, photographs, or other relevant information to complete a Booking.

TSC will handle personal information in accordance with applicable South African privacy laws, including the Protection of Personal Information Act 4 of 2013 (POPIA).

Personal information will only be used and shared for legitimate purposes connected to TSC's services, legal obligations, or other purposes explained to the Customer.

Customers should also review TSC's Privacy Policy, which explains in more detail how TSC collects, uses, stores, protects, and shares personal information.

22. CUSTOMER INFORMATION AND COMMUNICATION

Customers agree that TSC may contact them about:

• Bookings;

• appointment times;

• service updates;

• payments;

• complaints;

• refunds;

• customer support; and

• other matters directly related to the services requested.

TSC may use communication channels such as:

• telephone;

• email;

• WhatsApp;

• SMS; or

• other communication methods made available by TSC.

Customers should keep their contact details up to date.

23. REVIEWS AND FEEDBACK

Customers may provide honest feedback about services received through TSC.

Reviews and feedback must:

• relate to the actual service;

• be truthful;

• not knowingly contain false information;

• not contain threats or abusive language; and

• not contain discriminatory or unlawful content.

TSC may remove or decline to publish content that breaches these requirements or applicable law.

TSC may use genuine Customer feedback to improve its services and assess Service Provider performance.

24. SERVICE PROVIDER PERFORMANCE

TSC may monitor Service Provider performance using information such as:

• customer feedback;

• complaints;

• refund history;

• missed or cancelled Bookings;

• service quality;

• communication; and

• other relevant performance information.

Where concerns arise, TSC may take action to protect Customers and maintain service standards.

This may include:

• requiring corrective action;

• reviewing the Service Provider's status;

• reducing future Booking opportunities;

• temporary suspension; or

• removing the Service Provider from TSC.

Any action taken against a Service Provider is separate from the Customer's right to have their complaint investigated.

25. INTELLECTUAL PROPERTY

TSC owns or has the right to use its:

• name;

• logo;

• branding;

• website content;

• documents;

• designs;

• systems; and

• other TSC materials.

Customers may not copy, reproduce, modify, sell, or use TSC's intellectual property without permission.

26. ACCOUNT SUSPENSION OR TERMINATION

TSC may suspend or terminate a Customer's access to its services where the Customer:

• breaches these Terms;

• provides false information;

• engages in fraud;

• behaves abusively or threatens others;

• attempts to misuse TSC's services;

• creates a safety risk; or

• otherwise acts unlawfully.

Where reasonably possible, TSC will explain the reason for suspension or termination.

Termination does not remove any rights or obligations that arose before termination.

27. CHANGES TO THESE TERMS

TSC may update these Terms from time to time.

When changes are made, TSC will publish the updated Terms through an appropriate TSC channel.

The updated Terms will apply from the effective date stated in the updated version.

Where required by law, TSC will provide additional notice of important changes.

28. GOVERNING LAW

These Terms are governed by the laws of the Republic of South Africa.

If a Customer has a complaint or dispute that cannot be resolved directly with TSC, TSC may first attempt to resolve the matter through informal discussion or mediation.

If the matter remains unresolved, the Customer may approach the National Consumer Commission, an applicable consumer ombud, or the South African courts, where applicable.

Nothing in these Terms prevents a Customer from exercising any rights available to them under applicable consumer or other South African legislation.

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29. IF PART OF THESE TERMS IS INVALID

If any part of these Terms is found to be unlawful, invalid, or unenforceable, the remaining parts will continue to apply to the extent permitted by law.

30. CONTACT TSC

If you have a question, complaint, or concern about a Booking or these Terms, please contact us:

The Service Company (TSC)

Email: [Insert Email]

Website: [Insert Website]

Phone: [Insert Contact Number]

31. ACCEPTANCE OF THESE TERMS

By requesting, booking, or using a TSC service, you confirm that:

• you have read these Terms;

• you understand how TSC works;

• you agree to these Terms; and

• The information you have provided to TSC is accurate to the best of your knowledge

  
  

Thank you for choosing The Service Company.