Our Policies

Our policies are designed to protect you, your property, and the contractors who work with us. Use the index below to jump to each policy.

Policy Index

1. Privacy Policy — How we collect, use, and protect your personal data
2. Cancellation & Refund Policy — Booking changes, cancellations, and refunds
3. Payment Policy — How payment works, what we accept, and billing
4. Quality Guarantee & Service Standards — What to expect and how to report issues
5. Safety & Insurance Policy — Insurance coverage, property safety, and liability
6. Worker Verification & Trust Policy — How we vet contractors and what you can expect
7. Recurring Service Policy — How subscriptions work, pausing, and cancellation
8. Review & Feedback Policy — Leaving reviews, ratings, and how we use feedback

Privacy Policy

What Data We Collect

When you book a service, we collect:

• Contact information: Name, phone number, email address
• Location data: Property address
• Service information: Date, time, frequency, type of service, special instructions
• Payment information: Card details (processed securely through our payment gateway — we never store full card data)
• Communication history: Messages via WhatsApp, email, or phone

When you use our website or app, we also collect:

• Usage data: Pages visited, clicks, time spent, device type, IP address
• Cookies: To remember your preferences and improve your experience

How We Use Your Data

We use your information to:

1. Deliver your service — Assign contractors, send confirmations, communicate about your booking
2. Improve our platform — Understand how customers use SurfStride, identify problems, optimize our service
3. Payment processing — Charge you securely and generate invoices
4. Customer support — Respond to questions, handle complaints, resolve disputes
5. Marketing — Send you service reminders, special offers, and news (only if you opt in)
6. Compliance — Meet legal obligations and protect against fraud

Who We Share Your Data With

• Assigned contractors: We share your property address, phone number, and service details so they can contact you and complete the job
• Payment processors: Peach Payments or Yoco receive encrypted payment information
• Insurance provider: Claim information if needed for damage/injury coverage
• Legal authorities: Only if required by law (e.g., court order)

We do NOT sell your data to third parties.

Data Security

• All data is encrypted in transit (HTTPS)
• Payment information is handled by PCI-compliant payment processors
• Access to your data is restricted to SurfStride staff who need it to serve you
• We use industry-standard security measures

No system is 100% secure. You use the Service at your own risk. If you suspect a data breach, contact us immediately.

Data Retention

• Active booking data: Kept for the duration of your service relationship + 12 months after final job
• Payment records: Kept for 7 years (South African tax law requirement)
• Historical job data: Kept for 3 years for dispute resolution
• Deleted data: Permanently removed from our servers and backups

Your Rights

Under South African data protection law, you have the right to:

• Access: Request a copy of all personal data we hold about you
• Correction: Ask us to update or correct inaccurate data
• Deletion: Request deletion of your data (with some exceptions for legal/tax records)
• Opt-out: Unsubscribe from marketing communications at any time
• Complaint: Lodge a complaint with the Information Regulator if you believe we've mishandled your data

Contact Data Privacy

For privacy concerns, contact:

SurfStride (Pty) Ltd Email: info@surfstride.co.za WhatsApp: +27 79 380 2446

Cancellation & Refund Policy

Cancellation by You (Customer)

The refund amount depends on when you cancel:

How to Cancel

• Online: Log into your account and cancel through the booking portal
• WhatsApp: Message us with the booking date and time
• Phone: Call us during business hours
• Email: info@surfstride.co.za

Cancellation is confirmed when we send you a written acknowledgment.

Refund Processing

• Refunds are processed within 5–7 business days
• Refunded amount goes back to your original payment method
• Alternative: Request a credit balance instead of a refund (useful for recurring customers)

Cancellation by Contractor

If the assigned contractor cancels:

• You will be notified as soon as possible (usually within 1 hour)
• We will offer you:
  • Rescheduling with a different contractor at your preferred date/time, OR
  • Full refund to your original payment method
• You choose which option you prefer

Cancellation by SurfStride

SurfStride reserves the right to cancel a booking without charging you if:

• You don't provide safe access to your property
• You provide false or incomplete information
• Severe weather or unforeseen emergencies make work impossible
• A contractor becomes unavailable due to illness or emergency

In these cases, you will be offered:

• Rescheduling at your preferred date/time, OR
• Full refund

Recurring Service Cancellation

If you're on a recurring plan (weekly, fortnightly, or monthly):

• You may cancel or pause at any time
• Cancellation requires 7 days' written notice
• The cancellation takes effect at the end of your current billing cycle
• No refund for the paid period (but your last scheduled job will still be completed)

Cancellation Due to Service Quality Issues

If you cancel because the work quality is unacceptable:

1. Report the issue within 48 hours with photos/details
2. We will investigate and either:
   • Offer a re-visit at no charge to fix the problem, OR
   • Refund the full job cost
3. You choose which option you prefer

Non-Refundable Items

SurfStride does not refund:

• Fees paid more than 90 days in the past
• Disputes resolved in the contractor's favor
• Bookings cancelled by you with less than 24 hours' notice (50% fee applies)

Disputes

If you disagree with a cancellation fee or refund decision:

1. Contact us within 14 days with evidence (screenshots, communication history)
2. We will review and respond within 5 business days
3. If unresolved, either party may escalate to mediation

Payment Policy

Accepted Payment Methods

SurfStride accepts:

• Credit cards: Visa, Mastercard (processed through secure payment gateway)
• Debit cards: Visa, Mastercard
• Bank transfer: Direct EFT to SurfStride business account
• Cash: Only where pre-arranged with the contractor
• Subscription payment: Automated debit from your card or bank account

Pricing

All prices are in South African Rand (ZAR).

• Once-off jobs: Quoted price + any add-ons = total charged
• Recurring jobs: Agreed monthly/fortnightly/weekly rate; invoiced on the contracted date
• Minimum job value: R400 applies to all bookings

When Payment Is Due

Online Booking Payment

• When you book online, payment is requested immediately
• Your booking is not confirmed until payment clears
• Most card payments clear within seconds; bank transfers may take 1–2 business days

Subscription Recurring Payments

For weekly, bi-weekly, or monthly recurring services:

• We automatically charge your payment method on the contracted date
• Payment reminders are sent via SMS/email 48 hours before
• You must ensure sufficient funds in your account

Late Payment

If payment is overdue by more than 7 days:

• We may suspend your next scheduled service until payment is received
• A late payment fee of 5% per month is charged on the outstanding balance
• The debt may be referred to a collection agency at your cost
• Late payment appears on your account and may affect future bookings

Refunds

See the Cancellation & Refund Policy above for full details on refund eligibility and processing.

Disputed Charges

If you believe you were charged incorrectly:

1. Contact us within 30 days with details
2. Provide evidence (screenshots, emails, booking confirmation)
3. We will investigate and respond within 5 business days
4. If we confirm the error, a refund will be processed

Payment Card Security

• All card payments are processed through PCI-compliant gateways
• SurfStride never stores full credit card numbers
• We use encryption (HTTPS) for all transactions
• Report unauthorized charges to us immediately

Tax & VAT

Prices shown do not include VAT (15%) unless stated. VAT will be added at checkout.

Quality Guarantee & Service Standards

What You Can Expect

When you book a SurfStride service, you can expect:

• Punctuality: Contractors arrive within 15 minutes of the scheduled time
• Professionalism: Clean appearance, respectful behavior, communication
• Completeness: Work is finished as described in the booking or quote
• Safety: Work is performed safely; hazards are cleaned up before the contractor leaves
• ID & Verification: Contractor displays SurfStride ID badge at your property

Service Standards by Category

Cleaning (Home, Airbnb, Office)

• All surfaces cleaned as agreed (bathrooms, kitchen, bedrooms, living areas)
• Floors swept and mopped (or vacuumed, depending on service)
• Dust wiped from visible surfaces
• Bathrooms scrubbed (toilet, sink, shower/bath)
• Kitchen cleaned (counters, stove, sink)
• Rubbish removed
• Work is completed within agreed timeframe

Gardening & Landscaping

• Lawn mowed to agreed height (usually 5–7 cm)
• Edges trimmed
• Garden beds cleared (weeds/dead plants removed)
• Rubbish removed from site
• Work area swept/cleaned of debris
• Contractor advises on seasonal work needed

Pool Maintenance

• Water tested and chemicals balanced
• Debris removed from pool surface and floor
• Pump and filter checked
• Tiles cleaned if agreed
• Water level checked and topped if needed

Handyman & Repairs

• Work is completed to agreed specifications
• Materials used are appropriate for the task
• Workspace cleaned after work
• Contractor explains what was done and any follow-up needed

Airbnb Turnover

• Property cleaned fully between guests
• Linen changed and laundered
• Property checked for damage, stains, or missing items
• Report provided to host with photos if needed

Reporting Quality Issues

You have 48 hours to report a problem. Contact us with:

• The booking date and time
• Specific details of what was wrong
• Photos or video if applicable
• Your preferred resolution (re-visit or refund)

What Happens Next

1. We review your report within 24 hours
2. If we confirm the work was below standard, you get:
   • Free re-visit to correct the issue, OR
   • Refund for the defective portion
   • You choose your preference
3. If we dispute the claim, we'll explain why and offer to escalate to mediation

What Is NOT Covered

• Subjective preferences: "I prefer the grass shorter" — if the agreed length was met, there's no refund
• Requests outside the scope: "Can you fix the tap while you're here?" — additional requests require a new booking
• Contractor opinion: "The contractor said my garden needed X" — advice isn't a guarantee
• Damage from contractor carelessness: Covered by insurance; claim must be reported within 48 hours

Recurring Service Quality Issues

If quality problems happen more than once on your recurring service:

1. Report after the second occurrence
2. We will assign a different contractor for future visits
3. If issues persist, you may cancel and receive a refund for the defective period

Reviews and Ratings

Your honest reviews help us improve. Leave a review after every job — it takes 30 seconds and helps other customers and contractors.

Safety & Insurance Policy

SurfStride's Insurance

SurfStride (Pty) Ltd maintains public liability insurance covering:

• Property damage: Accidental damage to your property caused by contractor negligence during work
• Contractor injury: Medical costs and compensation if a contractor is injured at your property
• Professional indemnity: Our liability for errors in service delivery

Policy holder: SurfStride (Pty) Ltd Coverage limit: Available on request Renewal: Annual; always in force during service delivery

You can request a copy of the insurance certificate at any time: info@surfstride.co.za

Damage Claims

If a contractor damages your property:

1. Report immediately — Contact us within 48 hours with:
   • Photos of the damage
   • Description of what happened
   • Contractor name and booking date
   • Estimated cost to repair
2. We investigate — We'll assess whether the damage was caused by contractor negligence
3. Insurance handles the claim — If negligence is confirmed:
   • Insurance pays for repairs (up to policy limits)
   • You may need to provide quotes from repair contractors
   • Processing takes 5–10 business days

Note: You are responsible for:

• Informing contractors of fragile, valuable, or hazardous items
• Removing breakables from work areas
• Clearly marking off-limits areas (e.g., rooms with pets)
• Mentioning allergies or sensitivities upfront (e.g., "my kid has asthma — use non-toxic products")

Contractor Injury

If a contractor is injured while working at your property:

• Don't move the injured person
• Call emergency services (10177) immediately
• Contact SurfStride immediately with details
• Our insurance covers the contractor's medical costs
• Document the scene with photos if safe to do so

You are not liable for contractor injuries unless your negligence caused it (e.g., you didn't disclose a hazard like broken stairs).

Your Responsibility for Safety

You must ensure:

• Safe access: Pathways are clear, gates open easily, no tripping hazards
• Disclosed hazards: Warn contractors about steep stairs, uneven ground, aggressive pets, slippery surfaces
• Property hazards: Repair broken steps, remove obstacles, secure loose objects
• Allergies/sensitivities: Tell us if you have pets, allergies, or health conditions that affect the job
• Secured valuables: Lock away jewelry, cash, documents, medications, electronics
• Clear instructions: Provide specific access details (e.g., "Gate code is 1234; use the blue door")

Contractor Insurance

Individual contractors are responsible for their own personal injury and liability insurance. SurfStride does not guarantee that contractors carry insurance. If you require confirmation that your contractor has insurance, contact us before booking.

Your Home Insurance

We recommend notifying your home and contents insurer that:

• Regular contractors access your property
• You have a property services arrangement in place
• This may affect your coverage or premium

Check your policy — some insurers require notification of regular service access.

Prohibited Activities

Contractors cannot:

• Use heavy equipment without specific permission (e.g., pressure washers on delicate surfaces)
• Access areas marked as off-limits
• Use your utilities (electricity, water) without permission
• Smoke or consume alcohol on your property
• Bring additional people to your property without approval

What to Do If Something Goes Wrong

1. Document everything — Take photos, note dates and times, save messages
2. Contact SurfStride — info@surfstride.co.za or WhatsApp immediately
3. Report safety concerns — If a contractor behaves unsafely, tell us right away
4. Report misconduct — Theft, harassment, disrespect — contact us immediately

Worker Verification & Trust Policy

How We Verify Contractors

Before a contractor can accept a job, they must:

1. Provide ID: Valid South African ID or passport
2. Pass reference checks: We contact previous employers or clients
3. Verify skills: Confirm they have experience in their stated service area
4. Confirm transport: They have reliable access to reach jobs
5. Pass basic screening: No criminal record for theft, violence, or dishonesty

Verification happens before the contractor is activated on our platform. This is not a background check or ongoing security screening.

What Verification Does NOT Include

• Ongoing police checks: We verify once; we don't repeat checks regularly
• Skill certification: We confirm experience, not formal qualifications (unless required by law, e.g., electrical work)
• Insurance verification: We don't guarantee contractors carry personal insurance
• Credit checks: We don't assess financial history
• Psychological evaluation: We don't assess personality or character beyond references

You accept the risk that a contractor may not perform perfectly or may behave in unexpected ways.

Contractor Accountability

All contractors on SurfStride:

• Wear a branded SurfStride T-shirt and ID badge on every job
• Are tracked via GPS when accepting a job (for safety and accountability)
• Receive ratings and reviews from customers
• Can be suspended or removed if they receive multiple complaints

Ratings and reviews are public and visible on their profile so you can make informed choices.

What If Something Is Stolen or Damaged?

• Report immediately — Within 24 hours, contact us with details
• Provide evidence — Photos, descriptions, timeline, value estimation
• Investigation — We'll speak to the contractor and review job details
• Insurance claim — If it's theft, we may report to police and claim through insurance
• Resolution — We'll work toward restitution or insurance coverage

In most cases, we recommend installing a security camera if you're concerned about theft.

Contractor Removal

We immediately remove a contractor from the platform if they:

• Are accused of theft or dishonesty
• Receive consistent complaints about quality or behavior
• Fail to show up for multiple bookings
• Behave disrespectfully or unsafely
• Violate terms of service

Removal is reported to our internal system; they cannot use SurfStride again.

Your Right to Choose or Decline a Contractor

You can:

• Request a specific contractor you've had before
• Decline a contractor before they arrive (may incur a 50% cancellation fee)
• Request a different contractor if you're uncomfortable with the assigned one (contact us before the job; reassignment may delay service)

Background Check Limitations

SurfStride's verification is basic and non-comprehensive. We recommend you:

• Trust your instincts — If something feels wrong, don't proceed; contact us
• Stay present — Be home or nearby during the job (optional but recommended)
• Secure valuables — Lock up jewelry, cash, documents, medications
• Install cameras — A visible camera deters misconduct and provides evidence if needed

Reporting Misconduct

If a contractor behaves inappropriately:

1. Report immediately — Don't delay; contact us via WhatsApp or phone
2. Provide details — What happened, when, specific behavior, words used
3. Provide evidence — Photos, video, written communication
4. We investigate — We'll speak to the contractor and review the allegation
5. Action taken — The contractor may be warned, reassigned, or removed

For serious misconduct (theft, harassment, threats), contact police and inform SurfStride.

Recurring Service Policy

What Is a Recurring Service?

A recurring service is a scheduled job that repeats at regular intervals:

• Weekly: Same day, same time every 7 days
• Bi-weekly (fortnightly): Same day, same time every 14 days
• Monthly: Same day, same time every 30 days

Common recurring services: Home cleaning, pool maintenance, gardening, Airbnb turnover.

Setting Up a Recurring Service

1. Choose your service — Select the service category and frequency
2. Schedule the first visit — Confirm date, time, and access details
3. Agree on pricing — Recurring rates are usually 10–15% lower than once-off rates
4. Set payment — Provide a payment method; we'll auto-charge on the billing date
5. Confirm the agreement — You'll receive a subscription contract

Pricing for Recurring Services

Recurring services have a locked-in price for the contract term (usually 3 or 12 months). Price will not increase during this period unless:

• You request an upgrade (e.g., "clean more rooms") — new price applies
• The market rate changes significantly — we provide 30 days' notice before any increase

Payment for Recurring Services

• Billing date: Set when you subscribe (e.g., "charge me every Friday")
• Auto-payment: Your payment method is charged automatically
• Invoice: You receive an invoice after each job
• Payment reminder: SMS or email sent 48 hours before the charge
• Missed payment: If payment fails, we'll retry the next day; if it fails again, service is suspended

Managing Your Recurring Service

You can:

• Pause: Stop services temporarily for up to 3 months (e.g., while on holiday)
• Resume: Restart at any time
• Modify: Change the frequency or date (with 7 days' notice)
• Cancel: End the service at any time with 7 days' written notice

Pausing:

• Service stops; no charges are made
• You can resume within 3 months without re-contracting
• After 3 months, the service is closed and you'd need to re-book

Cancelling:

• 7 days' written notice required (contact us via WhatsApp, email, or phone)
• Cancellation takes effect at the end of your current billing cycle
• Your last scheduled job will still be completed
• No refund for the remaining paid period, but you get the services you've paid for

What If Your Contractor Changes?

Sometimes we assign a different contractor to your recurring service. This might happen because:

• Your regular contractor is unavailable (illness, emergency)
• You request a change
• We're improving the service quality

When a contractor changes:

• You'll be notified in advance (usually 24–48 hours)
• The new contractor will have the same verification and experience
• Quality standards remain the same
• You can request your previous contractor be reassigned if unhappy

Quality Issues on Recurring Services

If you're unhappy with the work on a recurring service:

1. Report within 48 hours of the job with specific details
2. First complaint: We'll speak to the contractor; if confirmed as substandard, we offer a re-visit or refund for that job
3. Second complaint: We'll assign a different contractor
4. Third complaint: You may cancel with a prorated refund for the defective period

Contract Term and Renewal

• Initial contract: Usually 3 or 12 months (you choose)
• Automatic renewal: After the contract ends, the service continues month-to-month unless you cancel
• Renewal pricing: May increase (we give 30 days' notice before any increase)
• Cancel before renewal: Contact us at least 7 days before the contract end date to avoid auto-renewal

Cancellation Example

Scenario: You're on a weekly cleaning for R800/month, locked in for 12 months. After 4 months, you want to cancel.

• You contact SurfStride with 7 days' notice
• Cancellation takes effect at the end of the current month
• You've paid for and received 4 full months of service
• No refund for the remaining 8 months (the service was available; you chose not to use it)

Review & Feedback Policy

Why Reviews Matter

Reviews help us:

• Improve our service and platform
• Hold contractors accountable for quality
• Help other customers make informed choices
• Celebrate good work and address problems quickly

Leaving a Review

After every job:

1. You'll receive a review request via SMS or email
2. Click the link to leave a rating (1–5 stars) and written comment
3. Takes less than 1 minute
4. Your review appears on Google, our website, and the contractor's profile

You can review:

• The contractor's professionalism and quality
• Punctuality and communication
• Cleanliness and respect for your property
• Value for money

Review Guidelines

We encourage honest, detailed reviews. Keep reviews:

• Factual — Describe what actually happened
• Specific — "Great attention to detail" is better than "5 stars"
• Respectful — Even if you're unhappy, stay professional
• Relevant — Focus on the service, not the person's appearance or background

What We Don't Allow

Reviews that contain:

• Abuse or harassment — Personal attacks on the contractor
• False claims — Unsubstantiated allegations of theft or misconduct
• Spam or off-topic content — Unrelated to the service
• Competitor promotion — Advertising another service provider

These reviews are removed.

Responding to Feedback

• Negative reviews: Contractors and SurfStride will respond professionally and offer solutions
• You can reply — If a contractor disputes your review, you can clarify
• We mediate — If a dispute arises, we'll investigate

Contractor Ratings

Each contractor has a public rating (1–5 stars) based on all customer reviews. This rating affects:

• Whether customers choose them
• Whether they stay on the SurfStride platform (below 3.5 stars = we may remove them)
• What jobs they're assigned to

Using Your Feedback

Your feedback helps us:

• Identify training opportunities for contractors
• Improve our processes and systems
• Make decisions about service quality
• Create content and guides for customers

We may use your feedback (anonymously) in case studies or testimonials. If you'd prefer not to be featured, let us know.

Reporting Fake Reviews

If you suspect a review is fake or inaccurate:

• Contact us with details: info@surfstride.co.za
• Provide evidence or explanation
• We'll investigate and may remove false reviews

Privacy in Reviews

• Your review is public on our website, Google, and the contractor's profile
• Your name appears with your review (unless you request anonymity)
• Your property address and personal details are never published
• Photos you include should not show personal information or valuables

Rating Incentives

SurfStride may occasionally offer small incentives for leaving reviews (e.g., R50 credit on your next booking). This does not mean you should leave a false review — reviews must always be honest.

Questions?

If you have questions about any policy:

Email: info@surfstride.co.za WhatsApp: +27 79 380 2446 Phone: +27 79 380 2446

We typically respond within 24 hours.

Last updated: June 2026. Next review: September 2026.