Terms of Service

1. Who we are

Lukilly is operated by [PLACEHOLDER: company name] (registration number [PLACEHOLDER: registration no]), with its registered address at [PLACEHOLDER: address], South Africa ("Lukilly", "we", "us"). VAT number: [PLACEHOLDER: VAT no, or "not VAT registered"]. You can contact us at [PLACEHOLDER: support email].

By creating a profile you agree to these Terms and our Privacy Policy. If you do not agree, do not use Lukilly.

2. What Lukilly is, and is not

Lukilly is an online marketplace that helps people who need home services ("customers") find independent service providers ("providers"), compare itemised quotes and communicate about a job.

• We are a facilitator. The agreement for the work is between the customer and the provider. Lukilly does not perform the work and is not a party to that agreement.
• Providers are independent. They are not our employees, agents or contractors, and we do not supervise how they work.
• We do not guarantee work. We do not guarantee the quality, safety, legality or timing of any job, or that a provider is available.

3. Who can use Lukilly

• You must be 18 or older and legally able to enter into contracts in South Africa.
• If you use Lukilly for a business, you confirm you are authorised to bind that business.
• You sign in with a Google account. Keep that account secure; you are responsible for activity on your Lukilly profile.
• You choose a role, Customer or Provider, when you create your profile. You cannot change it yourself. Admin access is only granted by Lukilly.
• Give accurate information and keep it up to date. One person, one profile.

4. Posting jobs

• Describe the job honestly and clearly, including anything a provider needs to know to quote safely.
• Your job shows an approximate area (about 1 km), not your street address. Your exact address is optional, stored privately and only shown to the provider whose quote you approve.
• Do not put addresses, phone numbers, ID numbers, access codes or other people's personal information in a job title or description.
• Do not post jobs that are illegal, unsafe or that require a licence or registration you know the provider will not have.
• We may edit, hide or remove jobs that break these Terms.

5. Quotes and agreements

• Providers quote in South African rand, split into labour, materials and other costs. If a provider is VAT registered, their quote must include VAT.
• A quote is the provider's offer. When a customer approves a quote, a contract for that scope of work is formed between the customer and that provider, and the provider can see the private address (if one was given).
• If the scope changes, agree the change and the new price in writing in the job chat before the extra work is done. A formal "revised quote" feature is not available yet.
• Providers may not charge more than the approved quote without the customer's written agreement.

6. Payments: planned, not live yet

When in-app payments launch (coming soon), we plan to work like this. We will update these Terms and ask you to accept them again first.

1. When you approve a quote, you pay the quote total through PayFast, a South African payment gateway. Card and bank details are entered on PayFast's pages; Lukilly never sees your full card number.
2. The payment is held [PLACEHOLDER: holding arrangement, e.g. by PayFast or in a designated account] and not released to the provider while the job is in progress.
3. When the customer confirms the job is complete, the payment is released to the provider, less the platform fee. If the customer neither confirms nor opens a dispute within [PLACEHOLDER: number] days after the provider marks the job complete, the payment may be released automatically.
4. If a dispute is open, held funds stay held until the dispute is decided (see section 9).

PayFast's own terms and privacy policy also apply to payments made through PayFast.

7. Fees

• Lukilly charges providers a platform fee on the approved quote total, deducted from the provider's payout: 12% on the Free plan or 8% on Lukilly Pro. Customers pay the quote total and no booking fee, whichever plan the provider is on.
• It is free to post a job, browse jobs or submit a quote. Lukilly Pro is an optional provider subscription of R99.00 per month [PLACEHOLDER: VAT treatment of the subscription], active up to a paid-through date. When Pro is not active, the Free plan applies.
• The fee rate is fixed on each quote when the provider sends it (including a revised quote) and does not change if the provider later changes plan.
• Until online billing launches, Lukilly activates Pro manually. [PLACEHOLDER: Pro billing, renewal, cancellation, cooling-off and refund terms].
• The fee is only charged on jobs paid through Lukilly once in-app payments are live.
• VAT on the platform fee: [PLACEHOLDER: whether the platform fees include or exclude VAT].
• Worked examples are on our Fees page. We will give at least [PLACEHOLDER: notice period] notice before changing fees; changes never apply to quotes already approved.

8. Cancellations and refunds

• Before a quote is approved: customers can cancel a job, and providers can withdraw a quote, at no cost.
• After approval, before work starts: either side may cancel. Once payments are live, the customer gets a full refund of the amount held.
• After work has started: the customer and provider should agree a fair amount for work done and materials bought. If they cannot agree, either can open a dispute and held funds will be split according to the outcome.
• Once payments are live, refunds go back to the original payment method within [PLACEHOLDER: number] business days of the decision. The platform fee is not charged on amounts refunded to the customer.
• Your consumer rights still apply. Nothing in these Terms takes away rights you have under the Consumer Protection Act 68 of 2008 (for example, the right to services of good quality, performed in a timely manner) or the Electronic Communications and Transactions Act 25 of 2002 (including any cooling-off right that applies).

9. Disputes

If something goes wrong, first try to sort it out in the job chat. If you cannot, contact us at [PLACEHOLDER: support email] with the job title. An in-app dispute button is coming soon.

1. Time limit: raise a dispute within [PLACEHOLDER: number] days of the job being marked complete or of the date it should have been completed.
2. Evidence: we look at the approved quote, the job chat, photos, dates and anything else either side provides. Keep agreements in the job chat; we cannot verify calls or messages sent elsewhere.
3. Target timeline: we aim to acknowledge a dispute within 2 business days, give the other party 5 business days to respond, and give a decision within 10 business days of receiving both sides. Complex cases may take longer, and we will tell you if they do.
4. Outcome: we may release held funds to the provider, refund the customer, or split the amount. Our decision only covers money held by Lukilly. It is not a court ruling.
5. You can still approach the National Consumer Commission, the Consumer Goods and Services Ombud, a small claims court or another court.

10. Provider obligations

• Only quote for work you are qualified, equipped and legally allowed to do, and do it with reasonable care and skill.
• Licences and registrations: hold any registration or certificate the law requires for the work. For example, electrical work that needs a Certificate of Compliance must be done or signed off by a registered person; gas installations need an authorised gas practitioner; and some plumbing work needs a registered plumber's Certificate of Compliance.
• Insurance: carry any insurance the law or your trade body requires. [PLACEHOLDER: decide whether public liability insurance is mandatory for all providers, and the minimum cover]
• Tax: you are responsible for your own income tax, VAT registration and returns, and for issuing a valid tax invoice where required. Lukilly does not withhold tax from payouts.
• Follow health and safety laws, including the Occupational Health and Safety Act, and work safely in customers' homes.
• Complete identity verification when asked. We use Didit for this.
• Use a customer's address and personal information only for the job, and never share it.

11. Customer obligations

• Give accurate job information and tell the provider about known hazards (for example asbestos, live wiring, aggressive animals).
• Provide safe access at the agreed time, and pay the approved amount for work properly done.
• Confirm completion, or raise a problem, promptly.

12. Verification and reviews

A "verified" badge means a provider passed the identity or document checks available at that time. It is not a guarantee of their work, insurance or honesty. Ratings and reviews are coming soon. When they launch, reviews must be honest, based on a real job and free of personal information. We may remove fake or abusive reviews.

13. Prohibited conduct

You must not:

• break the law, or use Lukilly for fraud, money laundering or illegal work;
• harass, threaten, discriminate against or abuse anyone;
• create fake accounts, quotes, jobs or reviews, or impersonate someone;
• post other people's personal information, or spam users;
• scrape, copy or resell Lukilly data, or try to bypass our security or access controls;
• upload malware or interfere with the service.

14. Paying outside Lukilly

Once in-app payments are live, customers and providers who meet through Lukilly must pay for that job through Lukilly. Do not ask for, offer or accept payment outside Lukilly for it, and do not share contact details to avoid the platform fee. If you pay outside Lukilly, you lose the protection of held funds and our dispute process, and we may suspend accounts involved. [PLACEHOLDER: decide whether this restriction extends to repeat work with the same provider, and for how long]

15. Our responsibility to you

16. Suspension and closing accounts

We may suspend or close an account that breaks these Terms or the law, puts others at risk, or is involved in fraud, after giving reasons unless doing so would be unsafe or unlawful. You can stop using Lukilly at any time; open jobs, held payments and disputes will be dealt with first. To close your account, email [PLACEHOLDER: support email] (in-app account deletion is not available yet).

17. Changes to these terms

We will tell you about material changes before they take effect and ask you to accept the new version before you continue using your workspace. The version you accepted and the time you accepted it are recorded on your profile.

18. Governing law and complaints

These Terms are governed by the laws of the Republic of South Africa. Subject to your rights as a consumer, you agree to the jurisdiction of [PLACEHOLDER: court, e.g. the Magistrates' Court for the district of the company's registered address]. You may complain to us first at [PLACEHOLDER: support email], and you keep the right to approach the National Consumer Commission, the Consumer Goods and Services Ombud or the Information Regulator.

19. Contact and notices

[PLACEHOLDER: company name] · [PLACEHOLDER: address] (address for legal notices) · [PLACEHOLDER: support email] · [PLACEHOLDER: phone]