Customer Terms & Conditions

BuildHero : Customer Terms & Conditions

Parties: BuildHero (Pty) Ltd ("BuildHero", "we", "us") and the Customer ("you").

1. 1. Purpose and Relationship
   1. 1.1 BuildHero operates a technology-enabled marketplace that connects customers with independent, third-party service providers (the "Suppliers") for home-related services (collectively, the "Partner Services"), and facilitates discovery, messaging, quoting, booking, payment collection, reviews and support (the "Platform"). BuildHero does not itself perform the Partner Services.
   2. 1.2 Commercial agent for payments: For bookings made via the Platform, BuildHero acts as the Supplier's limited commercial agent to conclude bookings, issue receipts and collect amounts due from you for Partner Services. Payment to BuildHero discharges your payment obligation to the Supplier for that booking.
   3. 1.3 Your Supplier Contract: When you accept a quote or book Partner Services, you enter a separate contract directly with the Supplier for delivery of the Partner Services (the "Supplier Contract"). BuildHero is not a party to the Supplier Contract and is not responsible for the performance or quality of the Partner Services, subject to your non-waivable rights under the Consumer Protection Act, 2008 (CPA).
2. 2. Key Definitions
   1. 2.1 "Booking" means a booking or job request via the Platform.
   2. 2.2 "Job Value" means the total price accepted for the Job (incl. VAT, if applicable) plus/minus approved variations recorded on the Platform.
   3. 2.3 "Cancellation window" means the period of 24 hours before scheduled Job Start.
   4. 2.4 "Dispute Period" means the period after completion within which you may raise a dispute (default 24 hours, as published on the Platform).
   5. 2.5 "Job Completion/Sign-off" means your confirmation of completion on the Platform or deemed completion upon expiry of the Dispute Period without a dispute.
3. 3. Accounts, Eligibility and Conduct
   1. 3.1 You must be 18+ and legally capable of contracting. Information provided must be accurate and kept current. BuildHero may verify details and suspend or terminate accounts for breach, abuse, fraud or risk.
   2. 3.2 All Booking-related communications, acknowledgements, quotes, variations, updates and documentation (job cards, photographs, certificates) must occur via the Platform for Jobs initiated through BuildHero.
4. 4. Booking, Quotes and Changes
   1. 4.1 You may request Partner Services by submitting a Booking request. Where applicable, a site inspection may be required before a final quote is issued.
   2. 4.2 Acceptance: No work commences until you accept the quote or call-out confirmation through the Platform.
   3. 4.3 Variations: Any scope or price change must be requested and approved via the Platform; Suppliers must upload supporting photographs and job documentation.
5. 5. Prices, Payments and Invoices
   1. 5.1 Advance payment to BuildHero: For all accepted Jobs, you pay BuildHero in advance (including any deposit/call-out/milestone), in our capacity as commercial agent for the Supplier. We then settle amounts to the Supplier according to the Platform's payout rules (this does not affect your rights to refunds under these terms).
   2. 5.2 Tax invoices: The tax invoice for the Partner Services is issued by or on behalf of the Supplier; BuildHero may issue an invoice on the Supplier's behalf where legally permitted. Receipts will be available via the Platform.
   3. 5.3 Security & processors: Electronic payments are processed via third-party payment processors. Service availability may be interrupted for maintenance.
6. 6. Cancellations, Rescheduling, No-Shows and Refunds
   1. 6.1 Customer-initiated.
      1. 6.1.1 Before the Supplier's stated cancellation window (as published on the Platform): you may cancel without fee, and any pre-payment will be refunded.
      2. 6.1.2 Within the Supplier's cancellation window: a cancellation fee may be charged (up to the value stated in the Supplier's policy), and the balance (if any) will be refunded.
      3. 6.1.3 Rescheduling: permitted via the Platform subject to Supplier availability and any stated time limits/fees.
   2. 6.2 No-show by Customer: If you fail to make the site available or are absent at the agreed time without rescheduling under 6.1.1, a no-show fee may be charged in line with the Supplier's policy.
   3. 6.3 Supplier-initiated: If the Supplier cancels:
      1. 6.3.1 Before your payment/confirmation: the Job may be reassigned; no platform penalty applies to you.
      2. 6.3.2 After your payment (more than 48h before start): you receive a full refund; you may elect to re-open the Job to other suppliers.
      3. 6.3.3 Within 48h of start: you receive a full refund; BuildHero may impose penalties on the Supplier and re-open the Job if you wish.
   4. 6.4 No-show by Supplier: you receive a 100% refund and BuildHero may suspend/remove the Supplier. (Supplier-side enforcement occurs under Supplier terms.)
   5. 6.5 Refund mechanics: Refunds are made to your original payment method, less any applicable cancellation/no-show fees in accordance with the Supplier's published policy and Applicable Laws.
7. 7. Completion, Disputes and Remedies
   1. 7.1 Dispute Period: After Job Completion/Sign-off, you have 24 hours (as published) to raise a dispute via the Platform.
   2. 7.2 Process: Disputes are routed to the Supplier first for response and proposed remedy; if not resolved within a reasonable time, BuildHero's internal dispute process will apply. Thereafter, disputes may proceed per clause 12.
   3. 7.3 Supplier warranties: Suppliers warrant proper workmanship for a reasonable period customary to the trade (not less than the period stated on the Platform) and materials in line with manufacturer warranties; remedies include repair/re-performance or fair price reduction/refund for defective portions, subject to law. Exclusions apply for misuse, fair wear and tear, unauthorised modifications and customer-supplied materials. Claims must be lodged via the Platform within the warranty period.
8. 8. Reviews, Content and Conduct
   1. 8.1 The Platform provides a public review mechanism.
   2. 8.2 Incentivised/fake reviews and manipulation are prohibited. You must be factual and respectful; BuildHero may moderate or remove content that breaches law or policy. You grant BuildHero a licence to host and display feedback you submit, subject to POPIA.
9. 9. Data Protection (POPIA) and Communications
   1. 9.1 Roles: BuildHero processes personal information to operate the Platform, manage bookings, process payments, prevent fraud and support disputes. Suppliers are independent responsible parties for their off-platform processing.
   2. 9.2 Legal bases & sharing: By using the Platform, you consent to the processing and sharing of your information with relevant Suppliers and sub-operators solely for these purposes, subject to POPIA security safeguards and cross-border transfer conditions.
   3. 9.3 Your rights: You have rights to access, correct, delete and object, subject to legal limits. Use the Platform channels to submit requests.
   4. 9.4 Service messages: You agree to receive electronic service communications (booking updates, reminders, security verifications). Marketing preferences can be managed in your profile.
10. 10. Disclaimers and Liability
    1. 10.1 BuildHero provides the Platform "as is" and does not warrant uninterrupted availability. We are not responsible for the Partner Services (which are provided under your Supplier Contract).
    2. 10.2 Indemnity (site readiness): You are responsible for site access, safety disclosures and utilities reasonably required for the Supplier to perform. You indemnify BuildHero against loss arising from hazards you failed to disclose that a reasonable customer would have disclosed.
    3. 10.3 Site Areas; Access-Related Damage (gardens, landscaping, etc.): BuildHero is not responsible and accepts no liability for any loss of or damage to gardens, lawns, landscaping, paving, driveways, boundary walls, finishes or other site areas, or to movable property at the premises where the Partner Services are performed (the "Site"), arising out of or incidental to access/egress or the carrying-out of the Partner Services (including the transport, staging or use of tools, equipment, vehicles or materials). Responsibility for any such damage lies between you and the Supplier. You are responsible for preparing and protecting the Site, including removing or covering fragile items, demarcating no-go areas, and accurately identifying and marking any concealed services (e.g., irrigation, electrical, fibre, water, or gas lines). For clarity, this clause does not exclude liability that cannot lawfully be excluded, nor any liability arising from BuildHero's gross negligence, wilful misconduct or fraud, and it does not limit a Supplier's duty to exercise reasonable skill and care.
11. 11. Termination and Suspension
    1. 11.1 We may suspend or terminate access for abuse, fraud risk, repeated no-shows or breach. Account closure does not affect accrued rights or obligations.
12. 12. Governing Law, Disputes and Notices
    1. 12.1 Governing law: South African law.
    2. 12.2 Customer–Supplier disputes:
       1. 12.2.1 If any dispute arises out of or in connection with the Partner Services, the Customer and the Supplier must first attempt to resolve it directly and in good faith, including a short, without-prejudice mediation using the Platform's dispute tools or an agreed independent mediator within ten (10) Business Days.
       2. 12.2.2 If the dispute is not resolved by mediation within that period, it is an exclusive matter between the Customer and the Supplier.
       3. 12.2.3 BuildHero is not a party to, and has no obligation to participate in, fund, or adjudicate such dispute, and accepts no liability for the Partner Services or the outcome of any such dispute.
       4. 12.2.4 For clarity, this clause does not limit any non-waivable rights you may have under law.
       5. 12.2.5 BuildHero may, at its discretion, provide administrative assistance (e.g., platform records) without assuming responsibility for the underlying dispute.