1. Introduction & Acceptance
Welcome to NowNow ("NowNow", "we", "us", "our"), a home services marketplace platform operated in the Republic of South Africa. These Terms and Conditions ("Terms") constitute a legally binding agreement between you and NowNow Services (Pty) Ltd.
By accessing or using the NowNow platform — including our website, mobile applications, progressive web applications, APIs, or any related services (collectively, the "Platform") — you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and any additional terms referenced herein.
If you do not agree to these Terms, you must immediately cease all use of the Platform.
These Terms are governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act"), and the Protection of Personal Information Act 4 of 2013 ("POPIA").
2. Definitions
In these Terms, the following words have the following meanings:
- "Customer" means a registered individual or entity that books or requests services through the Platform.
- "Service Provider" or "Provider" or "Pro" means an independent service professional registered on the Platform to offer services to Customers.
- "User" means any person who accesses or uses the Platform, whether as a Customer, Provider, or visitor.
- "Service" means any home service listed on the Platform, including but not limited to cleaning, plumbing, electrical, painting, beauty and wellness, pest control, pool services, security, roofing, appliance repair, garden maintenance, and moving services.
- "Booking" means a confirmed request by a Customer for a Service to be performed by a Provider at a specified date, time, and location.
- "Commission" means the percentage of the Booking value retained by NowNow as its marketplace fee.
- "Content" means any text, images, reviews, ratings, or other material submitted by Users to the Platform.
3. Platform & Marketplace Role
3.1 Marketplace only
NowNow operates as a technology-enabled marketplace that connects Customers with independent Service Providers. NowNow is not the employer, principal, or agent of any Service Provider. NowNow does not itself perform any home services.
3.2 No employment relationship
Service Providers are independent contractors who use the Platform to find and manage work. The relationship between a Service Provider and NowNow is that of an independent contractor and a platform facilitator, not an employment relationship as defined by the Labour Relations Act 66 of 1995 or the Basic Conditions of Employment Act 75 of 1997. Service Providers are free to accept or decline any Booking, set their own schedules, and work on other platforms or independently.
3.3 Quality standards
While NowNow screens and vets Service Providers and strives to maintain high service quality, the ultimate responsibility for service delivery rests with the individual Provider. NowNow facilitates quality through background checks, reviews, and ratings but does not guarantee the outcome of any specific Service.
4. Accounts & Registration
4.1 Eligibility
You must be at least 18 years old and legally capable of entering into binding agreements under South African law to create an account. By registering, you confirm that you meet these requirements.
4.2 Accurate information
You must provide accurate, current, and complete information during registration and keep your account details up to date. This includes your legal name, valid email address, South African mobile number, and physical address where applicable.
4.3 Account security
You are responsible for maintaining the confidentiality of your account credentials. You must immediately notify NowNow of any unauthorised access to your account. NowNow is not liable for any loss arising from your failure to secure your account.
4.4 One account per person
Each individual may hold only one Customer account and one Provider account. Creating multiple accounts to circumvent suspensions, bans, or other restrictions is prohibited and may result in permanent removal from the Platform.
5. Customer Obligations
As a Customer, you agree to:
- Provide accurate booking details, including the correct address, description of work required, and any access instructions.
- Ensure a safe working environment for Service Providers, free from hazards, aggressive animals, or hostile conditions.
- Be present (or have an authorised representative present) at the service location at the scheduled time, unless otherwise agreed.
- Treat Service Providers with respect and dignity at all times.
- Not request Services that are illegal, dangerous, or outside the scope of the booked Service category.
- Pay for Services through the Platform's payment system. Direct payments to Providers outside the Platform ("off-platform payments") are prohibited except where cash payment is selected at the time of Booking.
- Provide honest and fair reviews and ratings of service experiences.
6. Service Provider Obligations
As a Service Provider, you agree to:
- Provide accurate and truthful information during onboarding, including qualifications, trade certifications, identification documents, and a valid SAPS Criminal Record Certificate (CRC) or Police Clearance Certificate.
- Maintain all licences, certifications, and registrations required by South African law for the services you offer (e.g., Electrical Compliance Certificates, pest control licences, plumbing registrations with PIRB).
- Deliver services professionally, on time, and to the standard described in the service listing.
- Carry your own tools, equipment, and consumables as required for the booked service, unless otherwise stated in the service description.
- Comply with the Occupational Health and Safety Act 85 of 1993 and all applicable safety regulations.
- Not solicit Customers for off-platform work during or after a Booking facilitated through NowNow.
- Treat Customers, their property, and their household members with respect and professionalism at all times.
- Notify NowNow immediately of any incident, injury, or property damage occurring during service delivery.
- Comply with NowNow's code of conduct, training requirements, and quality standards.
6.1 Tax obligations
Service Providers are solely responsible for their own tax affairs, including registration with SARS, income tax returns, provisional tax payments, and VAT registration where applicable (turnover exceeding R1 million per annum). NowNow may provide earnings summaries to assist with tax compliance but does not act as your tax agent.
7. Bookings & Service Delivery
7.1 Booking process
Bookings are created through the Platform by selecting a service category, specific service, preferred date and time, urgency level, and providing the service address. Prices are displayed before confirmation. A Booking is confirmed once payment is processed or a cash booking is accepted by a Provider.
7.2 Provider assignment
NowNow assigns Bookings to qualified, available Providers based on proximity, availability, skills, ratings, and other factors. Customers may view the assigned Provider's profile, ratings, and verification status. Providers may accept or decline Booking offers within the specified response window.
7.3 Urgency levels
NowNow offers three urgency levels: Scheduled (book for a specific date and time), Same-Day (service within the same business day, subject to availability), and Instant (fastest available dispatch, surcharge may apply). Availability of urgency options varies by service category and Provider availability.
7.4 Service scope
The Provider is obligated to complete the work as described in the Booking. Any additional work identified during the service requires the Customer's explicit consent and may be quoted separately. Providers must not pressure Customers into approving unrelated work.
8. Pricing & Payments
8.1 Pricing
All prices are displayed in South African Rand (ZAR) and are inclusive of VAT where NowNow is a registered VAT vendor. Prices are set by NowNow based on service type, complexity, and market rates. Surcharges may apply for instant or same-day urgency, after-hours service, and public holidays.
8.2 Payment methods
NowNow accepts payments via credit and debit cards (Visa, Mastercard), instant EFT, SnapScan, and cash (where available for the service category). Payments are processed securely through our payment partner, Stitch Express (Pty) Ltd, a registered Payment Service Provider. NowNow does not store your card details.
8.3 Payment flow
For card and digital payments, the Customer is charged at the time of Booking confirmation. Funds are held by NowNow until the service is marked as completed and the mandatory review period has passed (24 hours). Provider payouts are processed weekly, minus the applicable commission.
8.4 Commission
NowNow retains a commission on each completed Booking. The commission rate varies by service category and is disclosed to Providers during onboarding and in the Booking details. Current commission rates range from 15% to 22% of the total Booking value.
8.5 Callout fees
Certain services (e.g., plumbing, electrical, appliance repair) carry a callout fee, which is the minimum charge for the Provider to attend the service location. This is charged regardless of whether additional work is required, and is clearly indicated in the service listing before Booking.
9. Cancellations & Refunds
9.1 Customer cancellations
- More than 24 hours before scheduled time: Full refund.
- 4–24 hours before: 50% refund (50% cancellation fee applies).
- Less than 4 hours before or no-show: No refund. The full booking amount may be retained as a cancellation fee.
- Instant/same-day bookings: Cancellations after Provider dispatch incur a minimum callout fee.
9.2 Provider cancellations
If a Provider cancels an accepted Booking, NowNow will attempt to reassign the Booking to another qualified Provider. If no replacement is available, the Customer will receive a full refund. Repeated cancellations by a Provider may result in account restrictions or deactivation.
9.3 NowNow cancellations
NowNow may cancel a Booking if no qualified Provider is available, if a safety concern is identified, or if the Booking violates these Terms. In such cases, Customers will receive a full refund.
9.4 Refund processing
Refunds are processed to the original payment method within 5–10 business days, depending on your bank or payment provider. Cash bookings that are refunded will be processed via EFT to the Customer's nominated bank account.
9.5 Cooling-off period
In accordance with the CPA and ECT Act, Customers who book services through the Platform via electronic transaction have the right to cancel the transaction within 5 business days of the booking confirmation, provided the service has not yet been performed. This cooling-off right does not apply to services that have already been partially or fully delivered.
10. Safety & Trust
10.1 Provider vetting
All Service Providers undergo identity verification, SAPS criminal record checks, qualification verification (where applicable), and reference checks before being approved on the Platform. NowNow reserves the right to require additional vetting at any time.
10.2 Safety features
The Platform includes safety features such as real-time GPS tracking during active Bookings, an SOS/panic button for both Customers and Providers, on-arrival identity verification, and secure in-app communication. Customers and Providers are encouraged to use these features.
10.3 Insurance
NowNow maintains limited liability insurance that may cover certain incidents arising during service delivery. This insurance is not a substitute for comprehensive home insurance, personal liability insurance, or professional indemnity insurance. Providers are strongly encouraged to maintain their own professional indemnity and public liability insurance. Coverage details and limitations are available on request.
10.4 Prohibited conduct
The following conduct is strictly prohibited and may result in immediate account termination and reporting to the South African Police Service (SAPS):
- Violence, threats, or intimidation of any kind.
- Theft, fraud, or misappropriation of property.
- Harassment, discrimination, or hate speech based on race, gender, sexual orientation, religion, disability, or any other protected characteristic.
- Attending a Booking under the influence of alcohol or illegal substances.
- Photographing or recording Customers, Providers, or their property without consent.
- Soliciting personal relationships with Customers or Providers met through the Platform.
11. Limitation of Liability
11.1 Platform "as is"
The Platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by South African law (subject to the CPA), NowNow makes no warranties, express or implied, regarding the Platform's availability, accuracy, or fitness for a particular purpose.
11.2 Service quality
While NowNow endeavours to maintain high standards through vetting, training, and review systems, NowNow does not guarantee the quality, safety, or legality of any Service performed by a Provider. The contractual relationship for service delivery exists between the Customer and the Provider.
11.3 Liability cap
To the maximum extent permitted by law, NowNow's total aggregate liability to any User for any claims arising from or related to the Platform or these Terms shall not exceed the total fees paid by or to that User through the Platform in the 12 months preceding the claim.
11.4 Indirect damages
NowNow shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, regardless of the cause of action or theory of liability, except where such exclusion is prohibited by the CPA.
11.5 Force majeure
NowNow shall not be liable for any failure or delay in performance resulting from circumstances beyond its reasonable control, including but not limited to load shedding, natural disasters, pandemics, civil unrest, government action, internet outages, or telecommunications failures.
12. Intellectual Property
All intellectual property in the Platform — including the NowNow name, logo, brand, software, design, content, and proprietary algorithms — is owned by NowNow Services (Pty) Ltd or its licensors. You may not copy, modify, distribute, sell, or create derivative works from any part of the Platform without our prior written consent.
By submitting Content (including reviews, ratings, and images) to the Platform, you grant NowNow a non-exclusive, royalty-free, perpetual, and worldwide licence to use, display, reproduce, and distribute that Content in connection with the Platform and NowNow's marketing activities.
13. Privacy & Data Protection
Your use of the Platform is subject to our Privacy Policy, which explains how we collect, use, store, and protect your personal information in compliance with the Protection of Personal Information Act 4 of 2013 (POPIA).
By using the Platform, you consent to the collection and processing of your personal information as described in the Privacy Policy. You have the right to access, correct, and request deletion of your personal information, subject to legal and contractual requirements.
14. Dispute Resolution
14.1 In-platform resolution
In the event of a dispute regarding a Booking or Service, Users should first use the Platform's dispute resolution process by contacting NowNow support within 48 hours of service completion. NowNow will investigate and attempt to resolve the dispute fairly based on available evidence (booking details, photos, GPS data, communications).
14.2 Mediation
If the dispute cannot be resolved through the Platform, either party may refer the matter to mediation through the Arbitration Foundation of Southern Africa (AFSA) or a mutually agreed mediator.
14.3 Consumer rights
Nothing in these Terms limits your rights under the Consumer Protection Act 68 of 2008. You may lodge a complaint with the National Consumer Commission (NCC) or the relevant industry ombud at any time. Customers may also approach the small claims court for disputes involving amounts below the prescribed threshold.
14.4 Governing law
These Terms are governed by and construed in accordance with the laws of the Republic of South Africa. Any legal proceedings shall be subject to the exclusive jurisdiction of the courts of the Republic of South Africa, specifically the High Court of South Africa, Gauteng Division, Johannesburg, or the applicable Magistrate's Court.
15. Termination & Suspension
15.1 By you
You may deactivate your account at any time through the Platform settings or by contacting support at support@nownow.co.za. Outstanding Bookings must be completed or cancelled before account deactivation. Provider accounts with pending payouts will receive all outstanding earnings before closure.
15.2 By NowNow
NowNow may suspend or terminate your account immediately if you breach these Terms, engage in prohibited conduct, accumulate excessive negative reviews, fail to maintain required qualifications or certifications, or if NowNow reasonably believes your continued use poses a risk to other Users or the Platform. NowNow will provide notice of termination to the extent practicable.
15.3 Effect of termination
Upon termination, your right to access the Platform ceases immediately. Provisions relating to intellectual property, limitation of liability, dispute resolution, and any accrued rights or obligations shall survive termination.
16. General Provisions
16.1 Amendments
NowNow reserves the right to modify these Terms at any time. Material changes will be communicated to Users via email, in-app notification, or prominent notice on the Platform at least 14 days before taking effect. Continued use of the Platform after the effective date constitutes acceptance of the updated Terms.
16.2 Entire agreement
These Terms, together with the Privacy Policy and any additional terms for specific services, constitute the entire agreement between you and NowNow regarding the use of the Platform.
16.3 Severability
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
16.4 No waiver
NowNow's failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
16.5 Assignment
You may not assign or transfer your rights or obligations under these Terms without NowNow's prior written consent. NowNow may assign its rights and obligations without restriction.
16.6 Contact
For any questions about these Terms, please contact us:
- Email: legal@nownow.co.za
- Support: support@nownow.co.za
- Registered address: NowNow Services (Pty) Ltd, 42 Rivonia Road, Sandton, Johannesburg, Gauteng, 2196, South Africa