Refund and Cancellation Policy

1.1 BuildHero (Pty) Ltd ("BuildHero", "we", "us", or "our") operates a technology-enabled online marketplace (the "Platform") that lists, promotes and facilitates the booking of home-improvement and maintenance services by end-users ("Customers").

1.2 This Refund and Cancellation Policy ("Policy") governs all refunds, cancellations, rescheduling, and disputes arising from bookings made through the Platform.

1.3 All payments are securely processed via Peach Payment Services (Pty) Ltd ("Peach Payments"), a licensed Third-Party Payment Provider (TPPP) regulated under the National Payment System Act and the Payments Association of South Africa (PASA).

1.4 This Policy must be read together with BuildHero's Customer Terms and Conditions, the Supplier Agreement (Addendum F – Funds Handling & Payout Terms), and the Peach Payments Payer Terms (updated 17 July 2025).

1.5 By confirming a booking and making payment through the Platform, the Customer accepts and agrees to the terms of this Policy.

2.1 BuildHero is the merchant of record for all payments made via the Platform and is solely responsible for refund and cancellation processes.

2.2 Peach Payments acts only as a payment facilitator. It is not a party to any contract between the Customer and the Supplier and bears no responsibility for service quality, delivery, or refund decisions.

2.3 All refund, cancellation, or dispute requests must be made directly to BuildHero on the Platform or by emailing support@buildhero.co.za only if the website is not available. Peach Payments will not act on refund requests unless instructed by BuildHero.

3.1 Custodial Role: BuildHero acts as a limited commercial agent for each Supplier solely for the purpose of collecting and disbursing payments made by Customers through the Peach Payments gateway. All Customer payments are received into BuildHero's designated merchant account and held in a ring-fenced manner in accordance with Peach Payment's TPPP structure. BuildHero is a limited agent authorised to collect and release funds on behalf of Suppliers.

3.2 Standard Payouts (Jobs ≤ R20 000): Unless otherwise specified, payments are released as follows:

• 70% of the quoted amount is released to the Supplier once the booking is confirmed and scheduled; and
• 30% is retained until (a) the Supplier uploads satisfactory proof of completion such as a Jobcard and images; and (b) the 24-hour Customer dispute window expires without issues raised.

3.3 Milestone-Based Payouts (Jobs > R20 000): For larger or staged projects, BuildHero may implement milestone-based payouts (e.g., 50% deposit, 20% at midpoint, 30% on completion, or another schedule agreed between Supplier and Customer). Each milestone payment will only be released after BuildHero verifies proof of completion for that stage and the corresponding dispute window (if any) has expired.

3.4 Refund Reserve: The retained 30% (or final milestone portion) serves as a provisional reserve for potential refunds or adjustments under Clause 7. Once the dispute period has elapsed without issue, remaining funds are automatically released to the Supplier.

3.5 Final Authority: All payout releases and refund instructions are executed by BuildHero through Peach Payments in accordance with this Policy and the Peach Payments Merchant Agreement. Suppliers may not process off-platform payments or refunds directly.

5.1 Customer No-Show: If the Customer fails to make the site accessible or is absent at the agreed time without prior rescheduling, a no-show fee may be charged.

5.2 Supplier No-Show: If a Supplier fails to attend or commence the service as confirmed, the Customer will receive a 100% refund, and BuildHero may suspend or remove the Supplier from the Platform.

5.2.1 Repeated cancellations, non-performance, or unresolved disputes may result in withheld payouts, temporary suspension, or permanent removal from the Platform, as set out in the Supplier Agreement.

5.2.2 In terms of this clause, and in the event that the Supplier has already received funds in respect of a confirmed booking, the Supplier is required to ensure that the funds are paid back to BuildHero within 7 (seven) days of demand.

6.1 If a Supplier cancels before Customer payment or confirmation, the job may be reassigned without penalty.

6.2 If a Supplier cancels after payment but more than 48 hours before start, the Customer will receive a full refund and may elect to re-open the job to other Suppliers.

6.3 If a Supplier cancels within 48 hours of the scheduled start, the Customer will receive a full refund, and BuildHero may apply penalties to the Supplier as set out in the Supplier Agreement.

6.4 BuildHero will process refunds under this clause within the timeframe set out in Clause 10.

6.5 In all circumstances wherein a Supplier has received funds from BuildHero but cancels the scheduled job as more fully described in clause 6.2 and 6.3, the Supplier will ensure that such funds are paid back to BuildHero within 7 (seven) days of demand.

7.1 After completion, the Customer has 24 hours (or such longer period as stated on the Platform) to raise a dispute through the Platform.

7.2 Disputes are first routed to the Supplier for response and remedy. If unresolved, BuildHero's internal dispute resolution process applies.

7.3 Where the service is found to be defective, incomplete, or materially deviating from the agreed quotation, BuildHero may:

• require the Supplier to remedy or complete the work at no additional cost; or
• authorise a partial or full refund to the Customer through Peach Payments, depending on the severity of the non-performance.

  7.3.2.1 Partial refunds will be calculated based on (i) percentage of work completed, (ii) verified material and labour costs already incurred, and (iii) the remaining unperformed portion of the job.

7.4 Refunds under this clause do not affect the Customer's statutory rights under sections 54–56 of the CPA. Refunds approved under this clause are funded from the Supplier's retention or all further payouts to be made to the supplier.

8.1 All refunds are processed by BuildHero through the Peach Payments gateway and credited to the original payment method used.

8.2 Refunds are typically processed within 5–10 business days calculated from the date of finalisation of the internal dispute resolution process, subject to bank and scheme settlement times.

8.3 Where a payment was only authorised (not captured), BuildHero may cancel the authorisation (reversal) instead of issuing a separate refund.

8.4 Any Peach Payments processing or transaction fees are non-refundable unless the refund results from an error by BuildHero or Peach Payments.

8.5 Refunds cannot be issued directly by Suppliers and must be authorised by BuildHero.

9.1 BuildHero and Peach Payments comply with all applicable AML, KYC, and Payment Scheme Rules.

9.2 Refunds may be delayed or withheld if there is suspected fraud or unauthorised use until verification is completed.

9.3 Peach Payments may suspend or reverse transactions when required by a bank, payment network, or regulator.

9.4 All personal information processed during the internal dispute resolution and refund processing is managed in accordance with BuildHero's Privacy Policy.

10.1 BuildHero endeavours to review refund or cancellation requests within five (5) business days and process approved refunds in accordance with clause 8.2 herein.

10.1.1 Refund processing timelines are subject to completion of an Internal Dispute Resolution process as the case may be.

10.2 The total time for funds to reflect depends on the Customer's bank, payment method and any applicable scheme rules. Where a refund is approved during the 24-hour dispute period, the amount will be deducted from the Supplier's retention or further payouts, in accordance with the funds-handling provisions.

11.1 Customers may raise chargeback disputes directly with their bank.

11.2 BuildHero will cooperate with Peach Payments to provide supporting documentation.

11.3 Duplicate refunds will not be issued where a chargeback has already been upheld.

12.1 If a dispute remains unresolved after BuildHero's internal process, Customers may refer it to the Consumer Goods and Services Ombud (CGSO) or a competent court.

12.2 BuildHero's determination on refund eligibility is final, subject to the Customer's other rights in law and further disputes to be raised with the Supplier directly.

13.1 Neither BuildHero nor the Supplier shall be liable for delays or cancellations caused by events beyond reasonable control, including severe weather, illness, load-shedding, strike action, or safety risks onsite. In such cases, BuildHero will assist both parties in rescheduling or adjusting the booking without penalty.

14.1 This Policy is governed by the laws of the Republic of South Africa.