Refund & Cancellation Policy

Service providers may be required to pay a subscription fee to access provider features on the NOW Services platform.

Our subscription options may include:

• 1 Month: R179 per month
• 3 Months: R149 per month
• 6 Months: R129 per month
• 12 Months: R99 per month

Subscription Period

When a service provider selects a subscription plan, they are committing to the full subscription period selected at the time of purchase. A 1-month subscription runs for the full 1-month period; a 3-month subscription runs for the full 3-month period; a 6-month subscription runs for the full 6-month period; and a 12-month subscription runs for the full 12-month period.

A service provider cannot terminate the current subscription period early in order to avoid payment for the remaining period, and cancellation of the subscription does not automatically result in a refund for the unused portion of the current subscription period, except where required by applicable law or otherwise approved by NOW Services at its discretion.

Auto-Renewal

Subscriptions are set to automatically renew at the end of the selected subscription period unless the service provider cancels the subscription before the next renewal date. Cancellation therefore prevents future renewal but does not terminate the current paid subscription period. Once a subscription has renewed, the new subscription period will apply and the provider will remain responsible for that subscription period, subject to applicable law.

Subscription Refunds

Subscription fees are generally non-refundable once the applicable subscription period has commenced, except where:

• NOW Services has charged the provider incorrectly
• The provider has been charged more than once for the same subscription
• The transaction was unauthorised and is verified as such
• NOW Services is unable to provide the subscribed platform service for a material period due to an issue within NOW Services’ control
• A refund is required by applicable law
• NOW Services approves a refund at its discretion

NOW Services operates solely as a third-party platform connecting customers with independent service providers.

The service provider is responsible for providing the actual service to the customer and is responsible for the quality, completion and performance of that service.

NOW Services does not directly provide, perform, supervise or guarantee the services supplied by independent service providers.

If a customer cancels a service before the service provider has started the work, the customer may be eligible for a refund depending on the circumstances and the arrangements agreed between the customer and the service provider.

Where the service provider has already incurred reasonable costs or commenced work, the amount refundable may be affected accordingly.

Where applicable, NOW Services may assist the customer and service provider in resolving the matter.

NOW Services does not provide refunds for poor-quality, incomplete or unsatisfactory services performed by an independent service provider, as NOW Services is a third-party platform and is not the party that performed the service.

Responsibility for resolving a claim relating to poor workmanship, incomplete work, defective work, unsatisfactory service, failure to perform the agreed service, or a service that materially differs from what was agreed rests with the service provider who performed the service.

Where a customer has a legitimate complaint, NOW Services may assist by supporting and facilitating the customer’s claim against the relevant service provider.

NOW Services may request information such as photographs; descriptions of the problem; quotations or invoices; communications between the customer and service provider; proof of payment; and other relevant information.

Where a refund, partial refund, correction of work or other compensation is determined to be appropriate, the responsibility for providing that refund, compensation or remedy rests with the relevant service provider and not NOW Services, subject to applicable law.

NOW Services’ involvement in assisting with a customer complaint does not make NOW Services responsible for the service provider’s workmanship, conduct, performance, negligence, omissions or failure to complete the service.

If a service provider accepts a job and subsequently cancels before providing the service, the customer may be entitled to a refund of any amount paid for the service.

Where appropriate, NOW Services may assist the customer in communicating with the service provider and facilitating the resolution.

Any refund relating to the service provider’s cancellation will be the responsibility of the relevant service provider, unless NOW Services has separately received and is legally responsible for the funds.

NOW Services provides a platform for customers and independent service providers to connect.

Disputes concerning the actual service, workmanship, quality, price agreed for the service, incomplete work or other service-related matters are primarily between the customer and the service provider.

NOW Services may assist with communication and support a legitimate customer claim where appropriate. However, NOW Services does not assume responsibility or liability for the acts or omissions of independent service providers.

Nothing in this policy limits any rights that a consumer may have under applicable South African law.

If you believe your NOW Services account or payment method has been used without your authorisation, contact NOW Services as soon as possible.

We may investigate the transaction and request supporting information.

Where an unauthorised transaction is confirmed, appropriate action will be taken in accordance with applicable law and the procedures of the relevant payment provider.

If a customer or service provider has accidentally been charged more than once for the same transaction, they should contact NOW Services as soon as possible.

After verification, the duplicate payment may be refunded.

Where NOW Services is responsible for processing an approved refund, the refund will generally be processed through the original payment method.

Where a refund is the responsibility of an independent service provider, NOW Services may assist in facilitating the claim, but the service provider remains responsible for making the applicable refund.

Where PayFast is used for the original transaction, refunds may be processed through the applicable PayFast refund mechanism.

Once a refund has been approved and the party responsible for the refund has initiated it, the time required for the funds to appear in the customer’s account may depend on the payment provider, bank or payment method.

Nothing in this policy is intended to remove or limit any rights that customers or service providers may have under applicable South African law.

Where legislation provides a consumer with a right to cancel, return or receive a refund, NOW Services and/or the relevant service provider will comply with the applicable legal requirements.

Customers should contact NOW Services if they believe they have a legitimate complaint relating to a service obtained through the platform. Please provide:

• Full name
• Email address or phone number
• Transaction/reference number
• Date of payment
• Amount paid
• Service provider involved
• Description of the issue
• Supporting photographs or documents where applicable

NOW Services may review the information and assist in facilitating communication between the customer and the service provider.

NOW Services may update this Refund & Cancellation Policy from time to time. The latest version will be made available on the NOW Services website.