RunIT — Terms of Service

Effective date: 10 September 2026 · Version: 2

These Terms of Service ("Terms") govern your access to and use of the RunIT mobile applications, website and related services (together, the "Platform"), operated by RunIT (Pty) Ltd (registration number 2026/475840/07), a company incorporated in the Republic of South Africa with its registered address at Cleeve Rd, Henley on Klip, Meyerton, Gauteng, 1961, South Africa ("RunIT", "we", "us", "our").

By creating an account or using the Platform, you agree to these Terms, our Privacy Policy, and — depending on your role — the Customer Agreement or Worker Agreement. If you do not agree, do not use the Platform.

Certain clauses limit our liability and require you to accept risk. These are highlighted in bold. Please read them carefully. You may ask us about anything you do not understand before accepting (contact details in clause 24).

1. Who we are (disclosure under ECTA §43)

2. Definitions

• Customer — a user who requests or books home services through the Platform.
• Worker — an independent service provider who offers and performs home services through the Platform. Also referred to in the apps as a "Pro".
• Booking — a request for services created by a Customer and accepted by a Worker.
• Services — home services listed on the Platform (e.g. cleaning, plumbing, gardening, handyman, painting, car wash, repairs), performed by Workers.
• Payment Partner — the licensed South African payment service provider that processes payments on our behalf, identified in Schedule A.
• Job Price — the total amount payable by a Customer for a Booking, as displayed to the Customer before they confirm.
• Held Amount — a Job Price that RunIT has received and recorded as held against a Booking under clause 7, pending release to the Worker or refund to the Customer.
• Platform Fee / Commission — the service fee RunIT charges, currently 15% of the Job Price.
• Content — any information, text, images, ratings or reviews submitted through the Platform.

3. What RunIT is (and is not)

3.1 RunIT operates a marketplace that connects Customers with independent Workers. We provide the technology that lets Customers find, book, communicate with, pay, and review Workers.

3.2 RunIT is an intermediary. RunIT does not itself provide the Services and does not employ Workers. The contract for the actual Services is concluded directly between the Customer and the Worker. RunIT is not responsible for the acts or omissions of any Customer or Worker.

3.3 The one exception is payment. For payment purposes only, RunIT collects the Job Price from the Customer as the Worker's authorised collection agent, and is the merchant of record for that payment. This is explained fully in clause 7, and it is why a Customer pays RunIT rather than paying the Worker directly.

3.4 RunIT is not a bank, a mutual bank, a financial services provider, a credit provider, or an FSCA-licensed financial institution, and does not extend credit. RunIT does not lend, invest, or otherwise deal with a Held Amount, and pays it out only as described in these Terms.

3.5 We verify Workers' identities and require background documentation (see clause 14), but we do not guarantee the quality, safety, legality, or outcome of any Service, nor the conduct, honesty or reliability of any Customer or Worker. You deal with other users at your own risk, subject to your rights under the Consumer Protection Act 68 of 2008 ("CPA"), which are not excluded by these Terms.

4. Eligibility and accounts

4.1 To use the Platform you must be at least 18 years old and legally able to enter into a binding contract. The Platform is not for children.

4.2 To make a payment you must have a valid South African bank account, card or supported digital wallet in your own name, or the express authority of the account holder. You may not use a payment method you are not authorised to use.

4.3 You must register an account using a valid mobile number and/or email, and provide accurate, current and complete information. You are responsible for keeping your login credentials and device secure and for all activity under your account. You must tell us immediately of any unauthorised use.

4.4 Verification is by one-time PIN (OTP) sent to your mobile number and/or by email or supported social sign-in.

4.5 You may hold both a Customer and a Worker role on a single account; the relevant role-specific agreement applies to each activity.

4.6 The Platform is offered in South Africa only, and Services are performed at addresses in South Africa.

5. Bookings and the service relationship

5.1 A Customer creates a Booking by selecting a Service, location and time and confirming the estimated price. A Worker may accept or decline. A binding service contract between the Customer and the Worker arises when a Worker accepts a Booking.

5.2 Workers set their own prices for the Services they offer, within a band around RunIT's published guide price for that Service. The price shown to a Customer is therefore the Worker's price, not a RunIT price.

5.3 Prices are shown inclusive of everything payable, in ZAR, before you confirm. The final price may differ from an estimate only where the Service is quote-based or the scope changes, in which case the change must be agreed as described in the app.

5.4 How the Service is delivered. Services are performed in person, at the address the Customer gives, at the date and time agreed in the Booking. There is nothing to ship or deliver. The Worker marks the job complete in the app when the work is done, and the Customer confirms it.

5.5 Scheduling, cancellations, no-shows and rescheduling are handled through the Platform and are governed by these Terms and the Refund Policy.

6. How you can pay

6.1 Payments are processed by our Payment Partner (Schedule A), a licensed South African payment service provider registered with the Payments Association of South Africa. Depending on what the Payment Partner makes available, you may be able to pay by:

• Pay-by-Bank (instant EFT) — you authorise a payment from your online banking profile;
• PayShap or another real-time payment rail — a real-time credit transfer between banks;
• Card — a valid South African credit or debit card, or a supported digital wallet linked to your card (which is processed as a card transaction); and
• any further payment method the Payment Partner enables and we choose to offer, which will be shown to you at checkout before you pay.

6.2 A Customer can only pay once a Worker has accepted the Booking. You are never charged for a Booking that nobody has taken.

6.3 RunIT never receives, sees or stores your card details, banking login credentials, PIN or one-time passwords. Those are entered on the Payment Partner's own secure, PCI DSS-compliant systems. No employee of RunIT will ever ask you for them. If anyone claiming to be from RunIT does, treat it as fraud and report it to support@runitt.co.za.

6.4 Your use of a payment method is also governed by the Payment Partner's own terms, your bank's or card issuer's terms, the applicable card scheme rules, and the terms of any digital wallet provider (for example Apple, Samsung or Google). You must review and accept those separately. We do not control and are not responsible for those third-party services.

6.5 Additional authentication may be required — for example 3-D Secure, or your bank's own two-factor approval. A payment is complete only once the Payment Partner has confirmed authorisation to us.

6.6 Our Payment Partner does not charge you a fee for using it to pay RunIT, unless a fee is expressly displayed to you at checkout.

6.7 A payment may be declined, delayed, reversed or left pending for reasons outside our control — including a decision by your bank, card issuer or wallet provider, fraud screening, network or technical failure, or a legal or regulatory requirement. Where that happens, the Booking is not paid for, and the Worker is not obliged to perform.

7. What happens to your money

Please read this clause carefully. It explains exactly where your money is between the moment you pay and the moment the Worker is paid.

7.1 RunIT collects on the Worker's behalf. Each Worker appoints RunIT, under the Worker Agreement, as its limited agent for the sole purpose of accepting payment of the Job Price from Customers. That agency is limited to collecting payment: RunIT does not perform the Services and is not otherwise the Worker's agent.

7.2 Your payment obligation is discharged when you pay RunIT. Because RunIT collects as the Worker's agent, paying RunIT is treated as paying the Worker. 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. That risk sits between the Worker and RunIT, not with you.

7.3 The chain the money travels. The Payment Partner receives your payment as RunIT's agent, may aggregate and hold it with other payments, and then settles it into RunIT's own merchant bank account on the Payment Partner's settlement cycle. Settlement is not instant and its timing is not controlled by RunIT.

7.4 What "held" means. Once settled, RunIT records the amount as held against your Booking in its internal ledger and does not pay it to the Worker until clause 7.5 is satisfied. We describe this as "held" because that is its practical effect for you — the Worker cannot be paid until the job is done.

7.5 Release. A Held Amount is released to the Worker when: (a) you confirm in the app that the job is complete; or (b) 48 hours pass after the Worker marks the job complete and you have neither confirmed nor raised a dispute (auto-release). Raising a dispute stops auto-release and the money stays held until the dispute is decided (clause 12).

7.6 What "held" does not mean. A Held Amount is not kept in a separate trust, escrow or segregated bank account. It sits in RunIT's own merchant bank account together with RunIT's other funds, and is a ledger position and a contractual obligation, not a legally segregated fund. It is recorded in an append-only ledger that RunIT reconciles, but if RunIT were to become insolvent, a Held Amount would not automatically be protected from RunIT's creditors. We state this plainly because you are entitled to know it.

7.7 Fees. RunIT deducts a Platform Fee of 15% of the Job Price, and the Worker is paid the balance in accordance with the Worker Agreement. The fee percentage is fixed for a Booking when that Booking is created, so a later change to our fee never alters a Booking already made. The Platform Fee is RunIT's charge to the Worker — it is not an additional charge to you, and the price you are shown is the price you pay.

7.8 A Held Amount cannot be varied after payment. If the scope of a job changes, the Platform cannot increase or decrease an amount already held. Any adjustment is a matter between the Customer and the Worker, or is handled through the dispute process.

7.9 All amounts are in South African Rand (ZAR). RunIT is not currently a registered VAT vendor, and no VAT is charged on the Platform Fee. If RunIT becomes liable to register, we will update these Terms and display VAT separately. Workers are responsible for their own tax obligations, including any VAT they must themselves charge and remit.

8. Finality of bank-to-bank payments

8.1 Pay-by-Bank and real-time payments are final and irreversible. An instant EFT or PayShap payment is a credit transfer from your bank account. Once your bank has executed it, it cannot be reversed, cancelled or charged back by you, by us, or by the Payment Partner. There is no chargeback mechanism for these payment methods.

8.2 This does not leave you without a remedy. If something goes wrong with a Booking you paid for by bank transfer, your remedy is RunIT's cancellation, dispute and refund process in clause 11 and the Refund Policy, under which we pay money back to you by transfer to the account you paid from. Your rights under the CPA are not affected.

8.3 Card and wallet payments are different. If you paid by card or wallet, your right to dispute the transaction or seek a chargeback is governed by your agreement with your card issuer and the applicable card scheme rules, and nothing in these Terms limits those rights.

8.4 Please come to us first. Most problems are resolved faster through in-app support than through a bank dispute. Where a charge results from a duplicate charge, a failed or double-processed payment, an incorrect amount, or a charge for a Booking that never happened, we will refund it in full on request, without argument.

8.5 Abusive chargebacks. Initiating a chargeback for a Service that was properly requested, performed and completed — instead of using the dispute process — may lead to suspension of your account while we investigate, and we may recover the amount and any bank fees. We will always give you notice and a chance to respond first, and this clause never applies to a genuine billing error or a genuine dispute.

9. Verification, fraud screening and freezes

9.1 Account verification. We, or the Payment Partner, may verify that the bank account or card being used to pay belongs to you, using an account-verification or identity-verification service. By paying through the Platform you consent to that check and to your information being shared with the Payment Partner and its verification providers for that purpose. There is no charge to you for this check.

9.2 Fraud monitoring. Transactions are monitored for fraud by us and by the Payment Partner and its sponsor banks. We may ask you for further information, including proof of identity, before processing a payment or releasing a Held Amount.

9.3 Freezes. Where we, the Payment Partner, a sponsor bank or a regulator suspect fraud, an unauthorised payment, money laundering, or any unlawful activity, funds relating to a Booking may be withheld, frozen or suspended, in some cases without prior notice to you, and release under clause 7.5 (including auto-release) may be suspended for the duration of an investigation. We will tell you as soon as we lawfully can, and the money stays held rather than being paid to anyone until the matter is resolved.

9.4 Cooperation. You must give us the transaction records, communications and other information that we or the Payment Partner reasonably ask for in such an investigation.

9.5 Consumer protection obligations, banking rules and the requirements of the Payment Partner's sponsor banks may override RunIT's own refund, dispute or release process. Where they conflict, those requirements prevail, and RunIT is not liable for a delay or a withholding that they require. In this clause, "banking rules" means any requirement, rule, standard or procedure imposed by a regulator, a financial institution, a payment scheme (such as PayShap) or an industry body that applies to the payment.

9.6 A party responsible for a fraudulent, unauthorised or incorrectly issued payment instruction bears the risk of it.

10. What may not be paid for through the Platform

10.1 The Platform may be used only for lawful home and personal services listed in the app. You may not use the Platform, or a payment made through it, in connection with anything unlawful, or with any restricted category — including firearms and weapons, drugs and other controlled substances, sexual services, gambling, unlicensed financial services, counterfeit or stolen goods, the purchase or transfer of cryptocurrency or other financial assets, money remittance, or the resale or transfer of value in any form.

10.2 The Platform is not a means of transferring money between people. A Booking must be a genuine request for a genuine Service.

10.3 Attempting to use the Platform for anything in clause 10.1 or 10.2 will result in the transaction being refused or reversed, the account being suspended, and the matter being reported to the Payment Partner and, where appropriate, to the authorities.

11. Cancellations, cooling-off and refunds

11.1 Cancellation rights and fees — including the flat R50 cancellation fee, which applies once a Worker has accepted and the Customer has paid, and which is paid to the Worker with no Platform Fee taken on it — are set out in the Refund Policy.

11.2 Cooling-off (ECTA §44). Certain electronic transactions carry a 7-day cooling-off right. That right does not apply to services that, by agreement, begin to be performed before the end of the cooling-off period, nor to services performed on a specific date or period — which is the case for on-demand and scheduled home services. Where a cooling-off right does apply, you may exercise it as described in the Refund Policy.

11.3 How refunds are paid. An approved refund is paid in ZAR, by the same route your money came in wherever that is possible — back to the card or wallet you used for a card payment, or by electronic funds transfer to the bank account you paid from for a bank payment. We may need to ask you to confirm your banking details before we can pay a bank refund, because a bank credit transfer cannot simply be run backwards. RunIT does not charge a fee to process a legitimate refund.

11.4 Refunds are approved and initiated by a person, not automatically. Timing, and the full refund process, are set out in the Refund Policy.

12. Disputes about a Booking

12.1 Disputes about a Service are primarily between the Customer and the Worker. RunIT provides an in-app dispute process and may, at its discretion, mediate and direct the release, refund or partial refund of a Held Amount as set out in the Refund Policy.

12.2 Raise a dispute before you confirm completion. Confirming completion releases the payment to the Worker, and once released it cannot be reversed on the Platform.

12.3 We acknowledge a dispute within 1 business day and give a reasoned written decision within 5 business days of receiving the last information we asked for — extendable once, with notice, to no later than 10 business days for genuinely complex matters. The money stays held while a dispute is open.

12.4 RunIT's decision is made in good faith to resolve the matter on the Platform. It does not remove your rights under the CPA, your right to pursue the other user directly, or your right to approach the National Consumer Commission or a court.

12.5 Complaints about a payment itself — as opposed to the Service — should be raised with us first at support@runitt.co.za. If we cannot resolve it, you may raise it with the Payment Partner using the contact details in Schedule A, or with your own bank.

13. User conduct

13.1 You agree not to: (a) use the Platform for any unlawful, fraudulent or harmful purpose; (b) harass, threaten, discriminate against, or endanger any person; (c) provide false information or impersonate anyone; (d) circumvent the Platform by arranging, performing or paying for Services off-platform to avoid fees, with a person you were introduced to through RunIT. This restriction is limited to a period of twelve (12) months from your last interaction with that person on the Platform, after which you are free to deal with them directly; (e) interfere with, scrape, reverse-engineer or attempt to breach the security of the Platform, or circumvent any authentication, verification or fraud control; (f) post unlawful, defamatory, misleading or infringing Content.

13.2 Breaches may result in suspension or termination (clause 20) and may be reported to the authorities.

14. Worker verification and safety

14.1 Because Workers may enter Customers' homes, every Worker must complete all of the following before RunIT will activate them and send them any work: (a) identity verification — their South African ID number, a photograph of their government-issued ID document, and a selfie, checked against each other by RunIT; (b) a police clearance certificate, which the Worker obtains from the South African Police Service (in practice via an accredited agency) and uploads to RunIT, and which RunIT reviews; (c) a contactable referral; and (d) their express consent, given in the app, to RunIT processing the above.

14.2 Renewal. A police clearance certificate is valid on the Platform for 12 months. RunIT notifies a Worker 30 days before theirs expires, and on the day it expires that Worker stops receiving new work until a current certificate is supplied. Jobs already accepted are not affected. RunIT may also require any Worker to re-verify at any time.

14.3 What RunIT does not do. RunIT does not itself run criminal-record searches, and does not check the National Register for Sex Offenders. Clause 14.1(b) is a certificate obtained by the Worker and reviewed by us; it reflects the position at the date it was issued and is not a continuous monitoring service.

14.4 These checks reduce but do not eliminate risk. RunIT does not warrant any Worker's character, competence or conduct. Customers should take sensible precautions (see the Customer Agreement), and Workers must comply with the Worker Agreement.

15. Reviews and Content

15.1 Customers and Workers may rate and review each other after a completed Booking. Reviews must be honest, lawful and based on genuine experience.

15.2 The two directions are not treated the same. Reviews about a Worker are public — that is what they are for, and they appear on that Worker's profile alongside a rating out of 10. Reviews about a Customer are not public and are not shown to the Customer they describe: only an aggregate rating derived from them is visible to Workers considering a Booking. This is deliberate, so that a Worker can report a genuine problem without it becoming a dispute with that Customer.

15.3 You grant RunIT a non-exclusive, royalty-free, worldwide licence to host, use, reproduce and display your Content for the purpose of operating and promoting the Platform. You remain responsible for your Content and warrant that you have the right to submit it.

15.4 We may remove Content that breaches these Terms, is unlawful, or is reported and found to be fraudulent or abusive.

15.5 What happens to your Content when you close your account. If you delete or deactivate your account: (a) your profile is removed from public view, and your name is replaced with an anonymised label (for example "Former user") wherever your Content remains visible; (b) ratings and reviews you wrote about others stay published in anonymised form. They are part of the other user's earned reputation and of the record other users relied on, so removing them would distort that record. The licence in clause 15.3 continues for this limited purpose only; (c) ratings and reviews written about you are removed from public view together with your profile, but are retained internally where we must keep them for dispute, fraud-prevention or legal reasons; and (d) you may ask us to remove a specific review you wrote, and we will do so unless we are required to keep it, or it is evidence in an open dispute or investigation.

This clause is subject to your POPIA rights and to the retention periods in the Privacy Policy.

16. Intellectual property

The Platform, including the RunIT name, logo ("Run IT — Work don't wait"), software, designs and content (excluding user Content), is owned by or licensed to RunIT and protected by law. You may not copy, modify or exploit it except as permitted by these Terms.

17. Availability and changes to the Platform

We aim to keep the Platform available but do not guarantee uninterrupted or error-free operation. We may update, suspend or discontinue features. We rely on third parties (for example our hosting provider, the Payment Partner, banks and mobile networks) and are not liable for their failures beyond our reasonable control.

18. Disclaimers

18.1 Except as required by law (including the CPA and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA")), the Platform is provided "as is" and "as available", and RunIT does not make any warranties about the Services performed by Workers or the conduct of any user.

18.2 Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability under the CPA for gross negligence, or for death or personal injury caused by our negligence.

19. Limitation of liability and indemnity

19.1 To the maximum extent permitted by law, RunIT is not liable for any indirect, incidental or consequential loss, or for loss or damage arising from: the acts or omissions of any Customer or Worker; the quality, safety or outcome of any Service; property damage, theft or injury occurring during a Booking; the acts, omissions, outages or decisions of the Payment Partner, a bank, a card issuer, a card scheme, a wallet provider or a network operator; or your reliance on ratings, reviews or verification.

19.2 To the maximum extent permitted by law, RunIT's total liability to you arising from or in connection with the Platform is limited to the greater of (a) the total Platform Fees you paid to RunIT in the three (3) months before the event giving rise to the claim, or (b) ZAR 1,000. This clause does not limit liability that cannot lawfully be limited (clause 18.2), and is subject to clause 19.3.

19.3 Property damage and theft during a Booking. Where a claim is for physical damage to your property or theft occurring at your premises during a Booking: (a) the Worker who performed the Booking is primarily responsible. The Worker is an independent contractor who is liable for their own acts and omissions, must carry appropriate insurance for high-risk Services, and indemnifies RunIT under the Worker Agreement. You may claim directly against that Worker and, where applicable, their insurer, and we will give you reasonable assistance and the booking records needed to do so; (b) where RunIT is nonetheless found liable, the cap in clause 19.2 is raised to ZAR 50 000 for that claim; and (c) nothing in this clause limits your rights under the CPA, or RunIT's liability for its own gross negligence or unlawful conduct, or for death or personal injury caused by our negligence.

19.4 You indemnify RunIT against claims, losses and reasonable costs arising from your breach of these Terms, your Content, your Services (if a Worker), or your unlawful conduct, except to the extent caused by RunIT's own unlawful conduct or gross negligence.

20. Suspension and termination

20.1 You may stop using the Platform and close your account at any time (subject to completing open Bookings and settling amounts owed).

20.2 We may suspend or terminate your account, with or without notice where reasonable, if you breach these Terms, create risk to others, or where required by law, by the Payment Partner, or by our fraud-prevention processes. Amounts already earned or owed are handled in accordance with the applicable role agreement and the Refund Policy.

20.3 Suspension freezes a wallet. Where a Worker's account is suspended, that Worker's wallet is frozen and no payout may be requested until the matter is resolved.

21. Privacy and data protection

21.1 We process personal information in accordance with POPIA and our Privacy Policy, which forms part of these Terms.

21.2 Sharing with the Payment Partner. To take a payment we share the information needed to process it — which may include your name, contact details, the amount, the Booking reference, your device and IP information, and the results of identity or account verification — with the Payment Partner, its sponsor banks, and its verification and fraud-prevention providers. You consent to this sharing, which is also necessary to perform our contract with you and to comply with our legal obligations. The Payment Partner processes that information under its own privacy policy (Schedule A).

21.3 Sharing for fraud prevention and compliance. We may share personal information with banks, credit bureaus, identity-verification providers, fraud-prevention agencies, regulators and law enforcement, where required by law or reasonably necessary to prevent, detect or investigate fraud or other crime.

21.4 Cross-border transfer. Personal information is hosted on servers located outside South Africa (in the United Kingdom and the European Union), and the Payment Partner may process information outside South Africa. These transfers are made under POPIA §72(1)(a), on the basis of binding agreements enforcing a level of protection substantially similar to POPIA. The Privacy Policy explains the safeguards.

21.5 Your rights to access, correct, object to and delete your personal information, and to complain to the Information Regulator, are set out in the Privacy Policy and in our PAIA Manual at runitt.co.za/legal/paia-manual.

22. Communications

By using the Platform you agree to receive service-related communications (for example OTPs, booking and payment notifications) by SMS, email and push notification. Marketing communications are optional and subject to your consent and your right to opt out (POPIA §69 and the CPA).

23. Changes to these Terms

23.1 We may update these Terms — including to reflect changes required by law, by a regulator, or by the Payment Partner or its sponsor banks. We will post the updated version in the app and on https://www.runitt.co.za, and for material changes we will give reasonable notice.

23.2 Continued use after changes take effect means you accept them. If you do not accept, you must stop using the Platform.

23.3 A change to these Terms does not alter a Booking already made and paid for.

24. Complaints, governing law and how to reach us

24.1 Complaints. Contact us first, at support@runitt.co.za or through in-app support. We acknowledge complaints within 1 business day and aim to resolve them within 5 business days.

24.2 If we cannot resolve a complaint, you may approach the National Consumer Commission, the Information Regulator, the Payment Partner (Schedule A), your own bank, or a court. Nothing in these Terms takes away a right you have under South African law.

24.3 Governing law. These Terms are governed by the law of the Republic of South Africa, and you agree to the non-exclusive jurisdiction of the South African courts.

24.4 Contact. Our full details are in clause 1. In short: support@runitt.co.za, 076 682 4358, RunIT (Pty) Ltd, Cleeve Rd, Henley on Klip, Meyerton, Gauteng, 1961, South Africa.

Schedule A — Our Payment Partner

Payments made through the RunIT Platform are processed by:

Your relationship with the Payment Partner. When you pay for a Booking you also accept the Payment Partner's own consumer terms and privacy policy, available at the links above. The Payment Partner facilitates the payment instruction you give to your bank; it is not the supplier of the Services, and questions about a Service must be raised with RunIT and the Worker, not with the Payment Partner.

If we change Payment Partner, we will update this Schedule and notify users. A change of Payment Partner does not alter the rest of these Terms.

By continuing to use RunIT, you confirm that you have read, understood and agreed to these Terms.