This policy complies with the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).
1. Overview
1.1 Square 15 Facility Solutions facilitates maintenance, repair, and installation services through independent Artisans. This policy governs cancellations, refunds, and dispute resolution.
1.2 All monetary values are in South African Rand (ZAR) and include VAT at 15% unless otherwise stated.
2. Booking Cancellation by Client
2.1 Before Artisan Acceptance:
- Cancellation is free and immediate.
- Any payment made is refunded in full to the original payment method or Wallet within 1–3 business days.
2.2 After Artisan Acceptance, Before Artisan Departure:
- A cancellation fee of R50.00 applies to compensate the Artisan for time allocation.
- The remainder of any payment is refunded to the Client’s Wallet.
2.3 After Artisan is En Route or On Site:
- A cancellation fee of R150.00 or 25% of the booking value (whichever is greater) applies.
- This covers the Artisan’s travel costs and lost opportunity.
- Refund of the remaining amount is credited to the Client’s Wallet within 3 business days.
2.4 No-Show by Client:
- If the Client is not present at the scheduled time and location, and has not communicated a delay, the booking is marked as a client no-show.
- The full call-out fee is forfeited. Any remaining payment is refunded minus the call-out fee.
3. Booking Cancellation by Artisan
3.1 If an Artisan cancels after accepting a booking:
- The Client receives a full refund.
- The booking is automatically reassigned to another available Artisan.
- Repeated cancellations by Artisans result in penalties as per the Artisan Agreement.
3.2 If no replacement Artisan is available:
- The Client receives a full refund.
- Square 15 will prioritise rescheduling at the Client’s convenience.
4. Cancellation by Square 15
4.1 We may cancel bookings due to safety concerns, fraud suspicion, or force majeure events.
4.2 In all such cases, a full refund is provided.
5. Refunds for Unsatisfactory Work
5.1 Reporting Period:
- Clients must report quality issues within 72 hours of job completion.
- Reports can be made via the Help Center, WhatsApp, or by contacting support@square15.co.za.
5.2 Investigation:
- Square 15 will review before/after photos, AI quality scores, and any evidence provided by both parties.
- Investigation is typically completed within 5 business days.
5.3 Remedies:
- a) Re-do: The Artisan may be asked to return and rectify the issue at no additional cost.
- b) Partial Refund: If the work was partially completed or below standard, a proportional refund may be issued.
- c) Full Refund: If the work was not performed, was grossly negligent, or the Artisan did not attend, a full refund will be issued.
5.4 Refund Method:
- Refunds are credited to the Client’s in-app Wallet by default.
- Clients may request a refund to their original payment method (EFT or card), which may take 5–10 business days to process.
- Admin may initiate direct card payments for refunds.
6. Deposit Payments and Balance
6.1 When a Client pays a 35% deposit:
- The deposit is held in escrow.
- The remaining 65% balance is due upon job completion.
- If the Client cancels after work has commenced, the deposit is non-refundable (it covers materials and labour already incurred).
6.2 If the Artisan cancels or fails to complete:
- The full deposit is refunded to the Client.
7. Wallet Refunds
7.1 Wallet refunds are instant and available immediately for future bookings.
7.2 Wallet balances can be used for any future service on the Platform.
7.3 Wallet balances are non-transferable and cannot be withdrawn as cash, except by admin-initiated payout.
8. BNPL (Buy Now Pay Later) Cancellations
8.1 Cancellations of BNPL-funded bookings are subject to the terms of the respective BNPL provider (PayJustNow, MoreTyme, Happy Pay, or Mobicred).
8.2 Refunds for BNPL transactions are processed through the BNPL provider and may take longer than standard refunds.
8.3 The Client remains responsible for any BNPL instalments until the refund is confirmed by the provider.
9. Warranty Claims
9.1 Artisan workmanship carries a 30-day warranty for the same issue.
9.2 To make a warranty claim:
- Contact support via the Help Center within 30 days of job completion.
- Provide photos and description of the recurring issue.
- The original Artisan will be dispatched to rectify at no cost.
9.3 Warranty does not cover:
- Damage caused by the Client or third parties after service delivery.
- Normal wear and tear.
- Issues unrelated to the original service.
- Client-supplied materials.
10. RFQ (Request for Quotation) Cancellations
10.1 An accepted RFQ quote is binding. Cancellation after acceptance follows the same rules as Section 2.
10.2 If a Client rejects a quote, no charges apply.
10.3 Quotes are valid for 7 days unless otherwise stated.
11. Dispute Escalation
11.1 Step 1: Report via Help Center or WhatsApp.
11.2 Step 2: Square 15 investigates and proposes a resolution within 5 business days.
11.3 Step 3: If unsatisfied, request escalation to a senior manager.
11.4 Step 4: If still unresolved, either party may refer the matter to the National Consumer Commission or pursue mediation.
11.5 Clients in Gauteng may also approach the Consumer Affairs Court.
12. Exceptions
12.1 No refund will be issued if:
- The Client approved the completed work in the app or after 72 hours without dispute.
- The issue is caused by pre-existing conditions not disclosed during booking.
- The Client made false or fraudulent claims.
- The service was performed as described and the Client simply changed their mind after completion.
13. Cooling-Off Period (ECTA Section 44)
13.1 For services booked electronically, Clients have a 7-day cooling-off period from the date of booking to cancel without penalty, provided:
- The Artisan has not yet commenced work.
- No materials have been purchased for the job.
13.2 Once work commences or materials are procured, the cooling-off period no longer applies.
14. Contact for Refund Requests
Square 15 Facility Solutions (Pty) Ltd
Refund enquiries: support@square15.co.za
Help Center: Available in the app under Profile → Help Center
WhatsApp: Send “refund” to start the process
Response time: Within 2 business days