Terms of Service (Customers)

These Terms of Service ("Terms") constitute a legally binding agreement between you (the "Customer", "User", "Client") and Completeman (Pty) Ltd ("Completeman", "the Company", "we", "us", "our"), a private company duly registered in accordance with the corporate laws of the Republic of South Africa.

These Terms govern your access to and use of the Completeman mobile application ("App"), website, software platforms, and related digital scheduling facilities (collectively, the "Platform") to request, coordinate, and pay for property maintenance, assessment, and repair services executed by independent third-party service providers ("Independent Contractors", "Workers").

BY CREATING AN ACCOUNT, ACCESSING THE PLATFORM, OR SUBMITTING A BOOKING REQUEST, YOU UNCONDITIONALLY AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS IN THEIR ENTIRETY, YOU MAY NOT ACCESS OR USE THE PLATFORM.

1. Nature of Completeman as a Platform Coordinator

1.1. The Venue Disclaimer: Completeman is a technology platform that connects independent homeowners or property representatives (Customers) with independent trade specialists and handymen (Independent Contractors). Completeman operates strictly as a technology venue and marketplace coordinator.

1.2. No Employment Relationship: You explicitly acknowledge and agree that the Independent Contractors dispatched to your property are self-employed, independent third-party business entities. They are not employees, agents, partners, joint ventures, or representatives of Completeman.

1.3. No Direct Representation: Completeman does not perform physical labor, property maintenance, construction, or technical diagnostic services itself. Our role is strictly limited to hosting the Platform, providing data validation, facilitating secure payment routing via our third-party gateway, and algorithmically dispatching available Independent Contractors based on user requests.

2. Account Registration and Data Integrity

2.1. Eligibility: To utilize the Platform, you must be a minimum of 18 years of age and possess the full legal capacity to enter into binding contractual agreements under South African law.

2.2. Verification Credentials: You agree to supply accurate, current, and true information during the account creation process, including your full legal name, cellular telephone number, electronic mail address, and the precise physical address of the property requiring service.

2.3. Authentication via Google Sign-In: If you elect to utilize third-party single sign-on tools (such as Google Accounts OAuth authentication) to access the App, you grant Completeman permission to access, store, and utilize specific profile fields in strict compliance with our Privacy Policy. You remain personally liable for maintaining the confidentiality of your device's security settings and login sessions.

3. The Booking Engine & the Binding Scope of Work

3.1. Definition of Binding Scope: When initiating a request through the App, the Customer is required to construct a comprehensive project brief by typing descriptions, selecting specific problem dimensions, and optionally uploading photographic evidence. This input is legally defined as the "Binding Scope of Work."

3.2. The Legal Blueprint: The Binding Scope of Work forms the exclusive contractual baseline. It establishes the criteria used by the system to allocate jobs, dictates what the Independent Contractor is expected to analyze upon arrival, and acts as the legal record of your request.

3.3. Accuracy Warranty: The Customer warrants that the written descriptions, structural parameters, and photos submitted in the Binding Scope of Work are completely accurate, truthful, and free from misleading omissions.

3.4. Scope Creep & Private Billing Prohibition:

• The Customer is strictly prohibited from demanding, requesting, or coercing the dispatched Worker to perform additional physical labor or diagnostic tasks that fall outside the digital Binding Scope of Work unless an authorized "Scope Amendment" is executed directly within the App.
• The Customer explicitly agrees not to pay any Worker privately in cash or via external personal bank transfers for the service or any expanded scope. All payments must flow exclusively through the Platform to ensure transaction tracking and dispute protection.

4. The Financial Architecture & PayFast Payment Flow

4.1. Two Booking & Billing Models: Completeman services fall into one of two clearly defined billing models. The applicable model depends on the service category selected in the App.

• (a) Direct-Priced Services (default): For the majority of service categories on the Platform — including but not limited to cleaning, gardening, moving assistance, appliance installation, painting of pre-scoped areas, pool care, pest control, and any other service listed in the App with a firm, per-unit or per-hour price — the Customer is quoted a full price up-front based on the Binding Scope of Work selected in the App. The Customer pays the full booking amount up-front via PayFast to secure the dispatch. There is no separate assessment step.
• (b) Assessment-First Services: A limited set of trades where the scope, parts and labour materially depend on on-site diagnosis — currently handyman, plumbing, electrical, tiling, painting, carpentry, and guttering when the Customer selects the "Completeman sources materials / needs measuring" option — follow an assessment-first flow. In these cases the Customer pays an upfront, non-refundable (except as provided in Section 5) "Assessment Fee" to book a qualified professional to attend the property, measure, source correct parts and issue a written final quote. The Assessment Fee is credited toward the labour cost of the final quote once the Customer accepts it.

4.2. Payment Gateway Routing: All financial transactions on the Platform are processed through PayFast (Pty) Ltd, a secure external payment processor. Completeman does not capture, store, or view your credit card details, CVV codes, or secure Internet banking credentials. By submitting a payment, you agree to comply with the terms and conditions set forth by PayFast.

4.3. Direct-Priced Bookings — Confirmation & Completion: For services under section 4.1(a), payment in full via PayFast confirms the booking. A trusted Completeman is dispatched at the scheduled time, performs the work in accordance with the Binding Scope of Work, and closes the job in the App. No secondary quote or top-up is required unless the Customer and Worker jointly approve a Scope Amendment inside the App.

4.4. Assessment-First Bookings — The Post-Assessment Quote:

• Following the on-site physical diagnostic review of the Binding Scope of Work, the Independent Contractor will generate and upload a comprehensive itemised final quote to the App detailing the balance required for complete execution (including labour and materials, net of the Assessment Fee already paid).
• The Customer has the absolute right to Accept or Reject the uploaded final quote within the Platform interface.
• If the Customer Accepts the quote, the outstanding balance must be authorised and processed through the Platform before the final repair work commences or concludes, as directed by the App workflow. The Assessment Fee is credited toward the labour portion of that final invoice.
• If the Customer Rejects the quote, the transaction is closed. The initial Assessment Fee is non-refundable, as it represents full remuneration for the Independent Contractor's travel, professional diagnostic time and physical evaluation of the premises.

5. Cancellation and Refund Policy

This section is drafted in strict adherence to Section 17 of the South African Consumer Protection Act (CPA). It governs the financial penalties associated with advanced booking cancellations to protect the travel costs and operational capacity of Independent Contractors. The refund is calculated against whichever amount the Customer has actually paid to secure the booking — the full booking price for Direct-Priced Services, or the Assessment Fee for Assessment-First Services.

5.1. Customer No-Show Grace Period: If the Independent Contractor arrives at the designated physical address and is unable to secure entry or establish contact with the Customer, the Worker will log a "Delayed Arrival" status inside the App. A strict 15-minute grace period will commence. If the Customer fails to provide access within 15 minutes, the booking is automatically canceled as a "Customer No-Show," and no refund is due.

5.2. Statutory CPA Force Majeure Exception: In accordance with the proviso of Section 17(5) of the CPA, no cancellation fee will be imposed if the Customer is unable to honor the booking due to a documented death or sudden hospitalization of the primary account holder or immediate family member residing at the designated property. Upon receipt of valid medical or statutory proof, a 100% refund will be processed.

5.3. Worker-Initiated Failures (No-Show): If an Independent Contractor accepts a booking but fails to arrive within the allocated scheduling window (excluding delays caused by extreme weather or acts of God), the Customer is entitled to:

• An immediate, unconditional 100% refund of the amount paid; or
• Immediate, prioritized automated re-dispatch of an alternative certified Worker at zero additional cost.

6. Property Representations and Access Warranties

6.1. Lawful Access Rights: The Customer warrants that they are either the legal registered owner of the immovable property where the service is requested, or that they possess explicit, lawful written authorization from the landlord/owner to permit structural modifications, repairs, or assessments on the premises.

6.2. Hazard Disclosures: The Customer must disclose to the Independent Contractor, prior to their entry upon the property, any known structural hazards, dangerous defects, exposed electrical wiring, fragile architectural surfaces, or aggressive domestic animals contained within the perimeter.

7. Exclusion of Liability & Platform Indemnification

7.1. The Core Risk Allocation: YOU EXPRESSLY UNDERSTAND AND AGREE THAT COMPLETEMAN IS NOT LIABLE FOR THE CONDUCT, ACTIONS, OMISSIONS, DELAYS, CRIME, FRAUD, OR PHYSICAL PERFORMANCE OF THE INDEPENDENT CONTRACTORS DISPATCHED THROUGH THE PLATFORM.

7.2. Property Damage and Personal Injury Shield: Any physical damage caused to your home, plumbing systems, electronic networks, or personal assets by a Worker, and any personal injury, bodily harm, or medical emergency sustained during the execution of a service, is the exclusive personal and legal liability of the Independent Contractor. Completeman maintains no insurance policies for, and assumes zero liability regarding, the physical work executed on-site.

7.3. Binding Scope Disputes: Completeman archives the exact digital footprint of the Binding Scope of Work. We are not liable for any subjective disagreements or quality disputes regarding whether a physical action fell inside or outside the user-submitted brief. The Platform provides the immutable data record, but the physical execution remains a direct bilateral contract between the Customer and the Worker.

7.4. Maximum Financial Cap: To the maximum extent permitted under Section 61 of the CPA, if a South African court or arbitration panel finds Completeman legally liable for an operational platform failure, the total aggregate financial liability of the Company to any User for all claims combined shall never exceed the total amount actually paid by the Customer to the Platform (whether as a full booking price or as an Assessment Fee) for the booking out of which the dispute arose.

8. Breach, Suspension, and Termination

8.1. Platform Abuse: Completeman reserves the absolute unilateral right to immediately suspend, terminate, or permanently blacklist your account without prior notification if we detect or suspect:

• Any attempts to bypass the Platform billing system to arrange private work with dispatched Workers.
• The upload of fraudulent, illegal, or abusive imagery within the Binding Scope of Work.
• Verbal or physical abuse directed at our customer support personnel or dispatched Independent Contractors.

9. Domicilium and Applicable Law

9.1. Jurisdiction: These Terms, and any disputes arising directly from your use of the Platform, shall be governed exclusively by, and construed in accordance with, the laws of the Republic of South Africa.

9.2. Legal Address for Notices: Completeman chooses its registered corporate head office as its domicilium citandi et executandi for all legal correspondence, document filings, and formal legal notifications arising under this agreement.