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RunIT — Customer Agreement

Effective date: 10 September 2026 · Version: 1

This Customer Agreement ("Agreement") applies when you use RunIT to find and book home services. It must be read with the Terms of Service, Privacy Policy and Refund Policy. By booking a Service you agree to this Agreement.

1. How RunIT works for you

1.1 RunIT connects you with independent Workers who perform home services. RunIT is a marketplace and intermediary — it does not perform the Services and does not employ the Workers. Your service contract is directly with the Worker you book.

1.2 We take reasonable steps to verify Workers' identities and may run background checks, but we do not guarantee any Worker's conduct, honesty, competence or the outcome of a Service. Your rights under the Consumer Protection Act 68 of 2008 ("CPA") against the Worker who supplies the Service are not affected by this.

2. Your account and information

2.1 You must be 18 or older and provide accurate account and booking information.

2.2 You must give a correct service address, accurate access details, and an honest description of the job, so the Worker can arrive and work safely and effectively. Wrong or incomplete information that prevents the job may mean you are not entitled to a refund (see Refund Policy).

3. Bookings and pricing

3.1 You create a Booking by choosing a Service, a location and a time — and are then shown only the Workers who can actually do that job at that time. You see the estimated price before you confirm. Workers set their own price for a Service within a band around our published guide price, so the amount shown may differ between Workers.

3.1A Each type of Service has operating hours, shown in the app, and a Booking cannot be made outside them — you cannot, for example, book a plumber for 03:00. Each type also has a typical job length, and Workers are given a minimum rest and travel gap between jobs and a maximum number of jobs per day. This is why a Worker who looks available in one time slot may not appear in another, and why a Worker who is part-way through another job does not appear at all until it is finished.

3.1B "As soon as possible" is simply the earliest slot, not a separate service. If nobody can take the job then, the app says so and offers you another time rather than accepting a Booking nobody can fulfil.

3.1C Choosing a particular Worker is optional. You may pick one from those free at your chosen time, or let RunIT send the job to the nearest available Worker. If you choose someone and they decline or do not respond, the Booking passes automatically to the next nearest Worker who is also free at that time — you do not have to start again.

3.2 The amount you pay is the amount that is held, and it does not change afterwards. If the job turns out to be larger or smaller than expected, the Platform cannot vary the held amount: any adjustment must be agreed between you and the Worker, or handled through the dispute process. For quote-based Services the price is agreed before you pay.

3.3 When a Worker accepts, a service contract arises between you and that Worker.

4. Payment and fund holding

4.1 You pay only after a Worker accepts your Booking — you are never charged for a job nobody has taken.

4.2 Payment is made through our Payment Partner (Schedule A of the Terms of Service), which receives it as RunIT's agent. RunIT collects the job price as the Worker's limited collection agent, so once your payment succeeds you owe the Worker nothing further for that Booking. The funds settle into RunIT's own merchant account — settlement is not instant — and RunIT records the amount as held against your Booking and does not pay it to the Worker until you confirm the job is complete, or automatically 48 hours after the Worker marks it complete if you neither confirm nor raise a dispute. It is not held in a separate trust or escrow account, and RunIT is not a bank or an FSCA-licensed financial institution. Terms of Service clause 7 explains this in full.

4.3 This protects you: the Worker is paid only once the job is done. RunIT deducts its Platform Fee from the amount released to the Worker; the price you pay is the price shown (the Fee is not added on top of your quote unless clearly stated).

4.4 RunIT never receives or stores your card number, banking login credentials, PIN or one-time passwords — they are entered on the Payment Partner's own secure systems and we receive only a reference to the transaction. No employee of RunIT will ever ask you for them.

4.5 If you pay by instant EFT or PayShap, the payment is final and cannot be reversed or charged back — a refund is then a fresh transfer back to you from us. If you pay by card or wallet, your chargeback rights with your issuer are unaffected. See clause 2 of the Refund Policy.

5. Cancellations and refunds

5.1 Cancellations, the flat R50 cancellation fee, refunds and disputes are governed by the Refund Policy. The fee applies once a Worker has accepted and you have paid, and it goes to the Worker, not to RunIT.

5.2 If a Worker does not arrive or cancels, you receive a full refund. If a Service is defective or incomplete, raise a dispute to keep the money held while it is reviewed — do this before confirming completion, because confirming releases the payment.

5.3 Refunds are processed by hand rather than automatically, and are paid back by the route your money came in — to your card or wallet for a card payment, or by transfer to the account you paid from for a bank payment, in which case we may need to confirm your banking details with you first. Allow a few business days for the money to reach you after a refund is approved.

6. Your responsibilities and safety

6.1 You agree to:

  • provide a safe working environment and reasonable access for the Worker;
  • ensure a responsible adult is present or contactable as appropriate for the Service;
  • secure valuables and sensitive items, and supervise the work as you see fit;
  • treat the Worker with courtesy and without discrimination or harassment.

6.2 For your safety, we recommend you confirm the Worker's identity against their in-app profile on arrival, and use in-app chat and payment rather than sharing personal contact or paying cash off-platform.

6.3 You are responsible for the safety of children, pets and other people at the premises during a Booking.

7. Reviews

You may rate and review a Worker after a completed Booking. Reviews must be honest, fair and lawful. You grant RunIT a licence to display your review as described in the Terms of Service. Do not post false, defamatory or abusive content.

8. Prohibited conduct

You must not:

  • (a) arrange or pay for Services off-platform with a Worker you were introduced to through RunIT, in order to avoid fees. This restriction lasts twelve (12) months from your last interaction with that Worker on the Platform, after which you are free to engage them directly;
  • (b) provide false information, misuse the dispute or refund process, or commit fraud (including improper chargebacks);
  • (c) harass, threaten, discriminate against or endanger any Worker or other person;
  • (d) misuse or attempt to compromise the Platform.

Breach may lead to suspension or termination and, where appropriate, referral to the authorities.

9. Liability

9.1 The Worker is responsible for performing the Service. RunIT is not liable for the acts or omissions of Workers, for the quality or outcome of a Service, or for loss, damage, theft or injury occurring during a Booking, except to the extent caused by RunIT's own unlawful conduct or gross negligence, and subject to the CPA.

9.2 RunIT's liability to you is limited as set out in Terms of Service clause 19.2, and — for property damage and theft during a Booking — clause 19.3, which applies a higher cap to those claims. Nothing excludes liability that cannot lawfully be excluded (including under the CPA).

9.3 If a Worker damages your property or something is stolen during a Booking, the Worker is primarily responsible: they are an independent contractor, liable for their own acts and omissions, and must carry public liability insurance for high-risk Services (Worker Agreement clause 8.1A). You may claim directly against that Worker and, where applicable, their insurer, and you keep your full rights under the CPA. RunIT will give you reasonable assistance — including the booking record, the Worker's verified details needed for a legitimate claim, chat history and job photos — subject to privacy law. Where RunIT is itself found liable, ToS clause 19.3 applies.

10. Data protection

RunIT processes your personal information (including your address and booking history) in accordance with the Privacy Policy and POPIA.

We share as little as possible, as late as possible. A Booking may be offered to several Workers at once, so before anyone accepts, those Workers see only your first name and the suburb — never your surname, street address or contact number. Only once a Worker accepts does that Worker receive the full service address and the booking details needed to do the job. Your phone number is not shared: contact happens through in-app chat.

11. Suspension and termination

You may stop using RunIT and delete your account from within the app at any time. Deletion is refused only while something is genuinely outstanding — an active Booking, a payment still held, or an open dispute — and the app tells you which one applies, so that money is never stranded and a dispute is never left without evidence. What is erased and what must be retained is set out in the Privacy Policy.

RunIT may suspend or terminate your access for breach of this Agreement, risk to others, or as required by law or fraud-prevention, as set out in the Terms of Service.

12. Changes and general

12.1 RunIT may update this Agreement; material changes will be notified in the app, and continued use means acceptance.

12.2 This Agreement is governed by the law of the Republic of South Africa, with the non-exclusive jurisdiction of the South African courts. You may also approach the National Consumer Commission or a court to enforce your CPA rights.

Acknowledgement. By booking a Service, you confirm that you have read and understood this Agreement and agree to its terms.

  • Legal entity: RunIT (Pty) Ltd · Registration number: 2026/475840/07
  • Contact: support@runitt.co.za · Address: Cleeve Rd, Henley on Klip, Meyerton, Gauteng, 1961, South Africa
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