RunIT — Refund & Cancellation Policy
Effective date: 10 September 2026 · Version: 2
This Policy explains how payments, cancellations, refunds and disputes work on RunIT. It forms part of the Terms of Service and should be read with the Customer Agreement. Nothing here limits your rights under the Consumer Protection Act 68 of 2008 ("CPA"), and nothing here limits any right you have against your own bank or card issuer.
1. How payment and fund holding work
1.1 You pay only after a Worker accepts. You are never charged for a booking nobody has taken — the Platform will not accept payment until a Worker has accepted your Booking.
1.2 Payment is made through our Payment Partner, a licensed South African payment service provider identified in Schedule A of the Terms of Service. Your card number, banking login credentials, PIN and one-time passwords never reach RunIT — 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.
1.3 RunIT collects on the Worker's behalf. Each Worker appoints RunIT as its limited agent to accept payment for a Booking. Once your payment succeeds, you owe the Worker nothing further for that Booking, and you carry no risk if RunIT fails to pay the Worker over.
1.4 Where the money sits. The Payment Partner receives your payment as RunIT's agent and settles it into RunIT's own merchant account on its own settlement cycle — settlement is not instant. RunIT then records the amount as held against your Booking and does not pay it to the Worker until the job is done. We describe this as "held" because that is its effect for you: the Worker cannot be paid until the work is complete.
It is not held in a separate trust or escrow account. It sits in RunIT's merchant account with RunIT's other funds and is a ledger position and a contractual obligation, not a segregated fund. RunIT is not a bank or an FSCA-licensed financial institution, and does not lend, invest or otherwise deal with money held against a Booking.
1.5 The amount held is released to the Worker when: (a) you confirm the job is complete in the app; or (b) 48 hours pass after the Worker marks the job complete, and you have not confirmed and have not raised a dispute (auto-release).
1.6 RunIT deducts its Platform Fee of 15% from the released amount; the balance goes to the Worker. The fee percentage that applies to a Booking is fixed when you create it, so a later change to our fee never alters a Booking you have already made. Holding the payment until completion protects you: the Worker is paid only once the job is done.
2. What you can pay with, and why it matters for refunds
This is the most important thing to understand about refunds on RunIT, because your payment method decides how a refund reaches you.
| How you paid | Can it be reversed? | How a refund reaches you |
|---|---|---|
| Pay-by-Bank (instant EFT) | No. A bank credit transfer is final and irreversible once your bank executes it. There is no chargeback on this rail. | We pay you back by a fresh electronic funds transfer to the account you paid from |
| PayShap or another real-time rail | No — same as above | Fresh electronic funds transfer |
| Card or digital wallet (Apple, Samsung, Google Pay) | Yes — normal card rules apply | Refunded back to the card or wallet you used, where possible |
2.1 A bank payment being irreversible does not leave you without a remedy. It means the remedy runs through us, under this Policy, rather than through your bank. We cancel, we dispute, and we refund — and clause 5 says how and how fast.
2.2 Because a bank transfer cannot be run backwards, we may need to ask you to confirm your banking details before we can pay a bank refund. We will only ever ask for the account holder name, bank, branch and account number needed to send you money. We will never ask for your banking login, PIN or a one-time password in order to refund you — anyone who does is committing fraud, and you should report it to support@runitt.co.za.
2.3 If you paid by card or wallet, your right to dispute the transaction with your issuer, and the card scheme rules that govern it, are unaffected by this Policy.
3. Cancellations
| When you cancel | What happens |
|---|---|
| Before a Worker accepts | Full refund of anything paid. No fee. |
| Before you have paid | Nothing to refund and no fee — a fee is only ever taken out of money already held. |
| After a Worker accepts, once you have paid | Refund of the amount paid less a flat cancellation fee of R50, which goes to the Worker. This applies whether the Worker is still on the way or has already started. |
| Worker cancels, or does not arrive (no-show) | Full refund to you. No fee. |
3.1 The fee (if any) is shown to you before you confirm a cancellation.
3.2 The fee goes to the Worker, not to us. RunIT takes no Platform Fee on a cancellation fee — it is compensation to the Worker for the slot they held for you, not revenue for us.
3.3 What the cancellation fee is (CPA §17). The fee is not a penalty. Section 17 of the Consumer Protection Act entitles you to cancel an advance booking, and allows the supplier to charge only a reasonable charge for the cancellation. The flat R50 fee is set to cover the Worker's direct economic loss — the time slot they reserved for you and turned other work away for, and any travel already undertaken — and nothing more. It is deliberately a single low flat amount rather than a percentage, so that it never scales beyond the Worker's actual loss on a large booking, which we consider reasonable under CPA §17(3) having regard to the nature of the Service and general practice in the industry.
3.4 If a Worker has already done part of the job and you are not satisfied, use the dispute process in clause 5 rather than cancelling — a dispute can produce a partial outcome that reflects the work actually done, which a cancellation cannot.
3.5 Repeated late cancellations or no-shows (by Customers or Workers) may affect your account standing.
4. Cooling-off (ECTA §44)
4.1 The Electronic Communications and Transactions Act gives a 7-day cooling-off right for some electronic transactions. This right does not apply where the Service, by agreement, begins to be performed before the end of the 7 days, or where the Service is booked for a specific date or period — which is the case for on-demand and scheduled home services.
4.2 Where a cooling-off right does apply to a particular transaction, you may cancel within the period for a refund of amounts paid, less the direct cost of unwinding anything already supplied, as required by law.
5. If something goes wrong — disputes
5.1 If a Service is not performed, is incomplete, or is not of the quality you are reasonably entitled to expect, you can raise a dispute in the app instead of (or after) confirming completion. Raising a dispute keeps the money held and stops auto-release while the matter is reviewed. Raise it before you confirm completion: confirming releases the payment to the Worker, and once released it cannot be reversed on the Platform.
5.2 We review disputes in good faith, considering the booking details, chat history, photos and both parties' input. A dispute is resolved with one of these outcomes:
- Release to Worker — the Service was properly performed; funds are released.
- Refund to Customer — you are refunded in full; the booking is cancelled.
- Partial resolution (partial performance) — a fair split reflecting the work actually done, assessed on the proportion of the agreed scope completed, the value of that work to you, and any materials already supplied and used.
5.3 How long we take (dispute SLA). We acknowledge a dispute within 1 business day and give a reasoned written decision within 5 business days of receiving the last piece of information we asked for. If a matter is genuinely more complex, we will tell you before the 5 days are up, explain why, and give a firm revised date no later than 10 business days. Approved refunds are initiated within 1 business day of the decision — see clause 6 for how long the money then takes to reach you. The money stays held while a dispute is open, so a delay by us never means the Worker is paid before the matter is decided.
5.4 Our dispute decision is made in good faith to resolve the matter on the Platform. It does not take away your rights under the CPA or your right to pursue the Worker directly, or to approach the National Consumer Commission or a court.
6. How refunds are paid
6.1 Approved refunds are paid in South African Rand (ZAR), by the route set out in clause 2 — back to your card or wallet for a card payment, or by fresh electronic funds transfer to the account you paid from for a bank payment.
6.2 Refunds are processed by a person, not automatically. When a refund is approved — whether by a cancellation, a dispute outcome or a billing error — it is recorded immediately and shows in the app straight away, but the money itself is paid back by hand. We initiate it within 1 business day of approval; the time for the money to reflect then depends on your bank and, for a card refund, your issuer — typically a few business days. If a refund has not reached you within 10 business days of approval, contact us and we will trace it.
6.3 RunIT does not charge a fee to process a legitimate refund, and does not deduct its Platform Fee from a refunded Booking.
6.4 A refund may be delayed by a fraud investigation. Where we, the Payment Partner, a sponsor bank or a regulator are investigating a suspected fraudulent or unauthorised payment, the funds may be frozen and a refund held up until the investigation is finished — in some cases without prior notice to us or to you. We will tell you as soon as we lawfully can, and the money stays held rather than being paid to anyone while the matter is open.
7. When refunds are not available
Refunds are generally not available where:
- the Service was properly performed and completed;
- you confirmed completion (or auto-release occurred) and no valid dispute was raised in time;
- the issue is caused by inaccurate information you provided (e.g. wrong address, no access, unsafe conditions preventing the Worker from working); or
- you request a refund for reasons unrelated to the Service or the Worker's performance.
This clause does not override your CPA rights for defective or substandard services.
8. Billing errors and chargebacks
8.1 Billing and technical errors are our problem to fix, not yours. Where a charge results from a duplicate charge, a failed or double-processed payment, an incorrect amount, a charge for a Booking that never happened, or any other billing or technical error, we will refund it in full on request, without dispute — whichever way you paid.
8.2 Please contact us first. Most issues are resolved quickly, and usually faster than a bank dispute. This is especially true for bank-rail payments, where your bank has no chargeback mechanism to offer you (clause 2) and we are the only route to a refund.
8.3 Your bank and card rights are untouched. If you paid by card or wallet, nothing in this Policy discourages you from raising a legitimate chargeback, and your CPA and card scheme rights are not affected.
8.4 Fraudulent chargebacks are different. Initiating a chargeback for a Service that was properly requested, performed and completed — instead of using the dispute process in clause 5 — may lead to account suspension while the matter is investigated, and we may recover the amount and any bank fees. We will always give you notice and a chance to respond first. This never applies to a genuine billing error or a genuine dispute.
9. Contact
Questions about a payment or refund? Contact us at support@runitt.co.za or use in-app support. We acknowledge within 1 business day.
If we cannot resolve it, you may approach the National Consumer Commission, our Payment Partner (Schedule A of the Terms of Service), your own bank, or a court.
- Legal entity: RunIT (Pty) Ltd · Registration number: 2026/475840/07
- Address: Cleeve Rd, Henley on Klip, Meyerton, Gauteng, 1961, South Africa · Telephone: 076 682 4358