Terms and Conditions

HireHelpr is a managed household-help booking platform. The platform helps customers find and book trusted domestic workers, nannies and gardeners (“Helpers”) for household services in our supported service areas.

The platform is operated by Endeavour Consulting, registration number 2021/697588/07, a company incorporated in the Republic of South Africa, with its registered address at Endeavour Farm (“HireHelpr”, “we”, “us”, “our”).

These Terms apply to any person who accesses or uses HireHelpr, including customers, prospective customers, visitors, administrators, and any person who books, pays for, receives or reviews services through HireHelpr.

• “Account” means a customer account created on HireHelpr.
• “Booking” means a booking request or confirmed appointment for a Helper to provide a service at a customer’s selected address.
• “Customer” means a person who uses HireHelpr to browse, request, book, receive or pay for household services.
• “Helpr” means an individual domestic worker, nanny or gardener whose profile is created, vetted and managed by HireHelpr and who performs the household service.
• “Platform” means the HireHelpr website, mobile website, applications, admin tools, support channels, booking system and related services.
• “Services” means the booking, scheduling, payment, profile, support, communication and related technology services made available by HireHelpr, and the household services performed by Helpers.
• “Terms” means these Terms and Conditions, as updated from time to time.

HireHelpr provides a managed platform that enables customers to find, book and pay for household help. HireHelpr recruits, verifies and manages Helper profiles, schedules bookings, collects customer payments when payment functionality is enabled, and manages booking support.

HireHelpr may, depending on the operating model used at the time, collect payment from customers as merchant for the booking and pay Helprs directly after service completion. HireHelpr does not provide a wallet, escrow account, stored-value account or customer/worker balance system.

Helprs listed on HireHelpr are independent service providers unless a separate written agreement states otherwise. Use of the Platform does not, by itself, create an employment relationship, partnership, agency, joint venture or labour-broker relationship between the Customer and HireHelpr, or between the Helpr and HireHelpr.

Customers must not represent that a Helpr is their employee merely because the Helpr attends a booking arranged through HireHelpr. If a customer later wishes to employ, place or privately engage a Helpr outside the Platform, the direct engagement and placement terms in these Terms apply.

• You must be at least 18 years old and legally capable of entering into a binding agreement.
• You must provide accurate, current and complete account information, including name, contact number, email address and service address.
• You are responsible for keeping your login credentials secure and for all activity through your account.
• You may not transfer your account to another person or allow another person to use your account without our permission.
• HireHelpr may request proof of identity, address or payment authority where reasonably necessary for security, fraud prevention, support or legal compliance.

HireHelpr is available only in supported service areas shown on the Platform from time to time. We may add, remove or limit service areas at our discretion. A booking is only valid once accepted and confirmed through the Platform or by HireHelpr support.

Where no suitable Helpr is available, HireHelpr may:

• decline the booking
• offer alternative dates
• suggest another Helpr
• cancel the booking and refund any eligible payments

HireHelpr carries out reasonable checks before listing a Helpr. These checks may include identity verification, interviews, work history checks, reference checks and police clearance checks where available or appropriate.

The onboarding process may include:

• identity verification
• interviews
• work history review
• reference checks
• banking verification
• skills assessment
• profile verification
• police clearance where available
• eligibility to work in South Africa where applicable

Verification does not constitute:

• a guarantee of honesty
• a guarantee of future conduct
• a guarantee of competence
• a guarantee of suitability for every household
• a guarantee that information supplied by third parties will remain accurate indefinitely

We rely on information provided by Helprs, referees, public records, third-party verification services and other sources. While we take reasonable steps to verify information, we cannot guarantee that all third-party information is complete, accurate or up to date at all times.

Customers remain responsible for determining whether a Helpr is suitable for their own household requirements. HireHelpr may repeat verification procedures periodically and may suspend access pending updated verification. Providing false documentation or misleading information constitutes a material breach of these Terms and may result in permanent removal from the Platform.

1. You select a service type, such as domestic worker, nanny or gardener.
2. You select a one-time or recurring booking.
3. You provide the booking date, location and required information.
4. The Platform shows Helprs who match the selected service, location and availability.
5. You review the booking summary, including daily rate, platform fee and total cost.
6. You submit the booking and complete payment if online payment is available or required.
7. A booking is only confirmed once HireHelpr confirms it and, where applicable, payment is successfully authorised or received.

HireHelpr may decline, cancel or amend a booking where there is a pricing error, availability conflict, suspected fraud, safety concern, unsupported location, failed payment, or operational issue.

A one-time booking is a single booking for a selected date. A recurring booking is a series of bookings generated according to the customer’s selected frequency and preferred weekdays.

For recurring bookings, HireHelpr may require payment upfront for the selected booking period, for example one month, unless otherwise stated during checkout. The Platform will generate the booking dates and show the cost before payment is completed.

Recurring bookings do not guarantee indefinite availability of a specific Helper. A Helper may become unavailable due to illness, leave, schedule changes, relocation, termination from the Platform or other operational reasons. HireHelpr may offer a replacement Helpr, reschedule the booking, cancel future bookings, or refund eligible amounts.

HireHelpr uses daily rates for MVP bookings. Unless otherwise shown on the Platform, the rate displayed for a Helpr is the Helpr’s daily rate for a standard service day. Standard working hours are 07:30 to 15:30 unless otherwise agreed in writing by HireHelpr.

HireHelpr charges a platform fee that is included in the Helpr rate shown on the Platform. The rate displayed is the all-in price payable; no separate fee is added at checkout. The booking summary will show the Helpr rate and total payable before the customer confirms the booking.

Prices may change from time to time. Confirmed bookings will be charged at the price shown at the time of booking, unless the booking is amended by agreement or an obvious pricing error occurred.

A booking may remain pending until payment is received, authorised or manually confirmed by HireHelpr. HireHelpr may release a pending booking or availability hold if payment is not completed within the time shown during checkout or communicated by HireHelpr.

HireHelpr does not operate a wallet, stored-value account, escrow account, customer balance, worker balance or payment account functionality. Customers cannot hold funds on the Platform. Helprs cannot hold, withdraw or transfer balances through the Platform.

Where HireHelpr collects customer payment for a booking, the payment is collected by HireHelpr for the confirmed service booking. HireHelpr records the amount payable to the Helpr and pays the Helpr directly via EFT payments after completion according to HireHelpr’s operating process.

HireHelpr intends to pay Helprs directly after the relevant job has been completed. The normal payout timeframe is expected to be within approximately 24 to 48 hours after completion, subject to confirmation that the service was completed, that no immediate complaint or dispute has been raised, and that the customer payment has been received or settled.

Payouts may be delayed where there is a payment failure, suspected fraud, cancellation, refund request, customer complaint, safety incident, dispute, banking delay, payment-provider delay, incorrect Helpr banking details, or legal/compliance issue.

Customers may cancel a booking through the Platform or by contacting HireHelpr support. Cancellation rules shown during booking or in the booking confirmation will apply.

Unless different rules are shown at checkout, the following default cancellation approach applies:

• Cancellation more than 24 hours before the booking start: eligible for cancellation without a HireHelpr cancellation fee, subject to any non-refundable payment-provider fees or costs already incurred.
• Cancellation within 24 hours of the booking start: may be subject to a reasonable cancellation charge to cover administrative costs, Helper lost earnings, transport commitments or other reasonable costs.
• Cancellation after the Helpr has arrived or after the scheduled start time: may be treated as a late cancellation or no-access booking, and the customer may be charged in full or in part depending on the circumstances.
• If the customer cannot honour a booking due to death or hospitalisation of the person for whom or for whose benefit the booking was made, HireHelpr will consider applicable consumer law requirements and may waive cancellation fees where required by law.

Any cancellation charge must be reasonable in the circumstances and will be assessed with reference to the nature of the booking, notice period, likelihood of filling the slot, costs incurred and applicable law.

Customers may request that an upcoming visit be rescheduled up to 24 hours before its scheduled commencement time. Rescheduling is provided free of charge.

Rescheduling requests are subject to:

• Helpr availability
• operational requirements
• sufficient notice
• Platform functionality

Where rescheduling is unavailable, Customers may cancel the existing booking and submit a new booking request.

Cancellation fees may still apply where a booking is cancelled instead of rescheduled.

HireHelpr does not guarantee that the same Helpr will be available for a rescheduled booking.

Where a Helpr becomes unavailable because of illness, emergency, transport disruption or other unforeseen circumstances, HireHelpr may:

• offer a replacement Helpr
• propose an alternative booking time
• cancel the booking and refund any eligible amounts

HireHelpr will make reasonable efforts to minimise inconvenience to both Customers and Helprs when rescheduling becomes necessary.

HireHelpr may cancel, reassign or reschedule a booking where reasonably necessary, including where a Helpr is sick, unavailable, delayed, suspended, removed from the Platform, affected by transport issues, or where there is a safety, payment, compliance or operational concern.

Where HireHelpr cancels a paid booking and no suitable replacement or reschedule is provided, HireHelpr will refund eligible amounts paid for that booking, subject to applicable law and any payment-provider rules.

• If a Helpr does not arrive, the customer must notify HireHelpr as soon as possible and no later than 24 hours after the scheduled start time. HireHelpr may offer a replacement, reschedule or refund depending on the circumstances.
• If the Helpr arrives but cannot access the property, cannot contact the customer, or is prevented from starting work due to customer-side issues, the booking may be treated as completed, cancelled late, or chargeable in whole or in part.
• If the Helpr is materially late, the customer must report this to HireHelpr. HireHelpr may investigate and may offer an appropriate remedy where justified.

Refunds are assessed according to the booking status, cancellation timing, service issue, payment status, selected Payment Provider rules and applicable law. HireHelpr may provide a refund, partial refund, credit, replacement booking, reschedule, or no refund, depending on the circumstances.

Refunds can only be made to the original payment method where online payment was used, unless HireHelpr approves another lawful method. Refunds may take time to reflect depending on banks and Payment Providers.

• Provide accurate booking information, address, access instructions, contact details and task requirements.
• Provide a safe, lawful and appropriate working environment for the Helpr.
• Treat Helprs respectfully and without discrimination, harassment, intimidation or abuse.
• Ensure that the Helpr has reasonable access to water, sanitation and any tools, products or equipment required for the agreed work, unless HireHelpr has expressly agreed otherwise.
• Disclose any relevant risks, including animals, aggressive persons, safety concerns, difficult access, hazardous materials, security procedures, alarms, health risks or special household rules.
• Ensure that any pets are safely managed and that Helprs are not exposed to dangerous animals.
• Not request illegal, unsafe, degrading, clinical, sexual, discriminatory or hazardous work.

• Attend confirmed bookings on time as far as reasonably possible.
• Perform the agreed service with reasonable care and skill.
• Respect customer privacy, property and household rules.
• Notify HireHelpr promptly of delays, illness, safety concerns or inability to attend.
• Not solicit off-platform work in breach of these Terms or HireHelpr policies.
• Comply with applicable laws and HireHelpr conduct requirements.

Domestic worker services may include ordinary household cleaning, laundry, ironing, kitchen cleaning, bathroom cleaning, tidying and similar domestic tasks agreed through the booking. Unless expressly agreed, domestic services exclude hazardous cleaning, mould remediation, pest control, heavy lifting, exterior high-window cleaning, biohazard cleaning, cleaning involving dangerous chemicals, or work requiring specialist equipment or licensing.

• Customers must provide accurate information about the child or children, including age, allergies, medical conditions, behavioural risks, emergency contacts, medication requirements, disabilities or special care needs.
• Helprs may not administer medication, provide medical treatment, diagnose conditions, perform nursing care or provide specialised care unless this has been specifically agreed in writing and the Helper is appropriately qualified.
• Customers must provide emergency contact details and remain reachable during the booking.
• HireHelpr may refuse or cancel childcare bookings that present safety, medical, behavioural or operational risks beyond the Helper’s capability.
• Unless otherwise agreed, a single nanny booking should not require supervision of more children than is reasonable and safe for one Helper.

Gardening services may include ordinary garden maintenance, weeding, sweeping, lawn care, light trimming and garden cleanup. Unless expressly agreed, gardening services exclude tree felling, working at heights, pesticide or herbicide application, electrical repairs, irrigation installation, landscaping construction, major waste removal, dangerous tools, heavy machinery, or any work requiring specialist licensing or insurance.

Unless the booking confirmation states otherwise, the customer must provide reasonable access to the tools, cleaning products, equipment or garden tools required for the service. HireHelpr may specify minimum equipment expectations for certain services. If adequate tools or materials are not available, the Helpr may be unable to complete certain tasks and the booking may still be chargeable.

HireHelpr or the Helpr may refuse, pause or end a booking if the working environment is unsafe, unlawful, abusive, discriminatory, unsanitary beyond reasonable scope, or materially different from what was described at booking.

Examples include threatening behaviour, harassment, unsafe animals, exposure to dangerous chemicals, illegal activity, unsafe electrical conditions, lack of access to sanitation, or requests outside the booked service scope.

For 6 months after a Helper is introduced to a customer through HireHelpr, the customer must not privately engage that Helpr for household services outside HireHelpr. This includes direct cash arrangements, private recurring bookings, direct employment, or arrangements made through another person in the same household.

If a customer wishes to employ or privately engage a Helper introduced through HireHelpr, the customer must contact HireHelpr first. HireHelpr may approve a formal placement subject to a placement fee. The placement fee will be the amount shown on the Platform or quoted by HireHelpr in writing. If no amount is shown, the default placement fee is R2000 excluding VAT, payable within 10 business days of the direct engagement starting.

This clause is intended to protect HireHelpr’s investment in recruiting, verifying, listing and managing Helpers. It survives account closure, cancellation or termination of these Terms.

Customers may leave reviews only for completed bookings. Reviews must be honest, lawful and based on the customer’s genuine experience. HireHelpr may remove, hide, edit for formatting, moderate or refuse to publish content that is false, defamatory, discriminatory, abusive, threatening, private, irrelevant, unlawful, spam, or otherwise inappropriate.

By submitting a review or other content, you grant HireHelpr a non-exclusive, worldwide, royalty-free licence to use, display, reproduce and publish that content for operating and promoting the Platform, subject to applicable privacy law.

HireHelpr may offer promotions, coupons, discounts, credits or referral benefits from time to time. These are discretionary, may have separate rules, may expire, may not be transferable, and may not be redeemable for cash unless required by law. HireHelpr may withdraw or reverse promotional benefits if there is suspected abuse, fraud, duplicate accounts or breach of these Terms.

Customers should report service complaints to HireHelpr, not directly to the Helpr in a confrontational manner. Complaints should be submitted as soon as possible and preferably within 24 to 72 hours after the booking so that HireHelpr can investigate while the facts are still fresh.

HireHelpr may request photographs, messages, booking details, access records, witness information or other evidence. HireHelpr may contact the Helpr and may take reasonable steps including a refund, partial refund, replacement booking, reschedule, warning, suspension, investigation or no remedy where the complaint is not substantiated.

Customers are responsible for maintaining appropriate household, property, personal, vehicle, pet, childcare and other insurance relevant to their home and circumstances. HireHelpr is not an insurer and does not replace household or personal insurance.

To the fullest extent permitted by law, HireHelpr is not liable for ordinary household risks, pre-existing defects, wear and tear, indirect losses, loss of profit, emotional distress, consequential damages, or losses not reasonably foreseeable from a breach by HireHelpr.

Unless expressly stated otherwise, HireHelpr does not guarantee that any booking is covered by insurance.

Where HireHelpr elects to obtain insurance for certain operational risks, such insurance shall not create any contractual right in favour of Customers or Helprs unless expressly stated.

Customers acknowledge that ordinary household activities involve inherent risks.

HireHelpr is not responsible for:

• ordinary wear and tear
• pre-existing damage
• deterioration caused by age
• defects in customer property
• circumstances beyond its reasonable control

Nothing contained in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable South African law.

Subject to the above, HireHelpr shall not be liable for:

• indirect losses
• consequential losses
• special damages
• loss of profits
• loss of business opportunity
• reputational damage
• emotional distress
• punitive damages
• losses not reasonably foreseeable

As HireHelpr operates solely as a technology marketplace, Customers acknowledge that household services are performed independently by Helprs and not by HireHelpr.

Accordingly, HireHelpr shall not be liable for the manner in which household services are performed except to the extent that liability arises directly from HireHelpr's own unlawful conduct, fraud, wilful misconduct or gross negligence.

To the fullest extent permitted by law, HireHelpr's total aggregate liability arising from any claim relating to a specific booking shall not exceed the total amount paid by the Customer for that booking.

Where a claim does not relate to a specific booking, HireHelpr's aggregate liability shall not exceed the total platform fees paid by the Customer to HireHelpr during the preceding three (3) months.

Nothing in these Terms limits any statutory rights available under the Consumer Protection Act or any other applicable legislation.

You agree to indemnify and hold HireHelpr, its directors, employees, contractors, suppliers and agents harmless from claims, losses, damages, fines, costs and expenses arising from your breach of these Terms, misuse of the Platform, unlawful conduct, unsafe premises, inaccurate information, direct engagement of a Helper, or violation of another person’s rights.

HireHelpr does not tolerate discrimination, harassment, intimidation, sexual harassment, hate speech, threats, exploitation, abusive conduct or unsafe treatment of Helprs, customers or staff. This includes discrimination based on race, colour, ethnicity, nationality, religion, gender, sex, pregnancy, marital status, disability, age, sexual orientation, language or any other protected ground under South African law.

HireHelpr may suspend or terminate accounts, cancel bookings, refuse service, report conduct to authorities, or take legal action where appropriate.

HireHelpr processes personal information in accordance with its Privacy Policy and applicable South African privacy law. Personal information may be processed to create accounts, verify users, manage bookings, process payments, vet Helpers, provide support, prevent fraud, comply with law, resolve disputes and improve the Platform.

Customers must not misuse a Helper’s personal information. Helper contact details, identity information, reference information and documents must not be copied, shared, published or used outside the booking context.

By using HireHelpr, you consent to receive communications electronically, including booking confirmations, payment notices, support messages, policy updates and account notices. Electronic communications may be sent by email, SMS, WhatsApp, in-app notification or other channel selected by HireHelpr.

Before confirming a booking, the Platform should provide an opportunity to review the booking details, correct mistakes and withdraw from the transaction before final confirmation, where applicable. Customers should keep their own copies of booking confirmations and receipts.

HireHelpr owns or licenses the Platform, branding, logo, designs, text, software, databases, processes and content, except for content owned by users or third parties. You may not copy, scrape, reverse engineer, reproduce, frame, resell, commercially exploit or create derivative works from the Platform without HireHelpr’s written permission.

• Use the Platform for unlawful, fraudulent, abusive or harmful purposes.
• Attempt to hack, scrape, overload, disrupt, copy, reverse engineer or interfere with the Platform.
• Create false accounts, submit false bookings, misuse promotions or impersonate another person.
• Post defamatory, discriminatory, offensive, private, threatening or unlawful content.
• Circumvent HireHelpr by arranging direct bookings with Helpers introduced through the Platform.
• Request unsafe, illegal, sexual, degrading, medical or specialist work outside the service scope.

You may stop using HireHelpr at any time and may request account closure. HireHelpr may suspend or terminate your account, refuse bookings, cancel bookings, remove content or restrict access if you breach these Terms, fail to pay, misuse the Platform, pose a safety risk, provide false information, circumvent the Platform, or where required for legal or operational reasons.

Termination does not affect accrued rights, payment obligations, refund assessments, direct-hiring restrictions, dispute clauses, indemnities, intellectual property rights or any clause intended to survive termination.

HireHelpr may update these Terms from time to time. The latest version will be available on the Platform. Where changes are material, HireHelpr will take reasonable steps to notify customers by email, in-app notice or website notice. Continued use of the Platform after the effective date of updated Terms means you accept the updated Terms.

These Terms must be interpreted consistently with applicable South African consumer protection law. Nothing in these Terms is intended to unlawfully limit or exclude rights that may not be limited or excluded by law. If a clause is inconsistent with applicable consumer law, that clause will be limited to the extent necessary to comply with the law while preserving the remaining Terms.

These Terms are governed by the laws of the Republic of South Africa. The parties will first try to resolve disputes informally through HireHelpr support. If a dispute cannot be resolved informally within 30 days, either party may refer the dispute to a competent court or, by agreement, to mediation or arbitration.

Subject to applicable law, the courts of Republic of South Africa will have jurisdiction over disputes arising from these Terms or use of HireHelpr.

For the purposes of the Electronic Communications and Transactions Act:

Legal Entity

Endeavour Consulting (Pty) Ltd

Trading Name

HireHelpr

Registration Number

2021/697588/07

Country of Registration

Republic of South Africa

Website

https://hirehelpr.com

Email Address

info@hirehelpr.com

Support Email

support@hirehelpr.com

Physical Address

Endeavour Farm, Grahamstown

For support, complaints, cancellations, privacy requests or legal notices, contact HireHelpr at:

• Email: info@hirehelpr.com
• Support email: support@hirehelpr.com
• Physical address: Endeavour Farm, Grahamstown