Terms of Service

Last Updated: December 27, 2025

1. Acceptance of Terms

By accessing and using the GIGZ platform ("Service"), you acknowledge that you have read, understood, and agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service. These Terms constitute a legally binding agreement between you and GIGZ (Pty) Ltd, a company registered in South Africa.

2. Definitions

For the purposes of these Terms:

• "Platform" refers to the GIGZ website, mobile application, and all associated services
• "User" refers to any person accessing or using the Platform
• "Customer" refers to Users seeking services through the Platform
• "Service Provider" refers to verified professionals offering services through the Platform
• "Booking" refers to a service request initiated by a Customer
• "Commission" refers to the 15% fee charged by GIGZ on completed transactions

3. Eligibility and User Accounts

3.1 Age Requirement: You must be at least 18 years old to use this Service. By using the Platform, you represent and warrant that you meet this age requirement.

3.2 Account Registration: To access certain features, you must create an account providing accurate, current, and complete information. You agree to promptly update your information if it changes.

3.3 Account Security: You are responsible for maintaining the confidentiality of your account credentials. You agree to:

• Use a strong, unique password
• Not share your account with others
• Notify us immediately of any unauthorized access
• Accept responsibility for all activities under your account

3.4 Account Suspension: We reserve the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activity.

4. Use of Services

4.1 Permitted Use: You agree to use the Platform only for lawful purposes and in accordance with these Terms. You will not:

• Violate any applicable laws or regulations
• Infringe on intellectual property rights
• Transmit harmful, offensive, or inappropriate content
• Attempt to gain unauthorized access to the Platform
• Use automated systems (bots) to access the Service
• Engage in any form of harassment or discrimination

5. Service Providers

5.1 Verification Process: All Service Providers undergo a comprehensive verification process including identity verification, background checks, banking verification, proof of address, professional qualifications review, and business inspection.

5.2 Independent Contractors: Service Providers are independent contractors, not employees or agents of GIGZ. They are responsible for their own tax obligations, insurance coverage, professional conduct, and quality of services provided.

6. Payments and Commissions

6.1 Commission Structure: GIGZ charges a 15% commission on all completed bookings. Providers receive 85% of the service amount. Tips are transferred 100% to providers.

6.2 Payment Processing: Payments are processed securely through our payment partners. We support credit/debit cards, mobile payments, and wallet balances.

6.3 Wallet System: Users maintain digital wallets for deposits, service payments, and withdrawals (subject to verification).

7. Cancellations and Refunds

7.1 Cancellation Policy: Customers may cancel pending bookings without penalty. Cancellation of accepted bookings may be subject to fees at the provider's discretion.

7.2 Refund Requests: Refund requests must be submitted through the Platform and include a detailed reason. All requests are reviewed within 7 business days considering service completion status, evidence provided, and provider response.

7.3 Refund Methods: Approved refunds may be issued to your GIGZ wallet (instant) or original payment method (3-5 business days).

8. COMPREHENSIVE DISPUTE RESOLUTION POLICY

8.1 Scope: This policy applies to all disputes arising between Customers and Service Providers, or between Users and GIGZ, including but not limited to:

• Service quality disputes
• Payment and pricing disagreements
• Cancellation conflicts
• Property damage claims
• Personal injury claims
• Breach of contract allegations
• Refund disputes
• Rating and review disputes
• Account suspension appeals

8.2 Internal Resolution Process (Mandatory First Step):

Step 1: Direct Communication (1-3 days)

• Parties are encouraged to resolve disputes through direct communication via the Platform's messaging system
• Document all communications as they may be used in mediation
• Both parties should act in good faith to reach a resolution

Step 2: GIGZ Mediation (5-7 business days)

• If direct communication fails, submit a formal dispute via Admin Messages
• Provide: Booking reference number, detailed description of issue, supporting evidence (photos, messages, receipts), proposed resolution
• Both parties will be contacted separately by GIGZ support
• GIGZ will review all evidence and communications
• A neutral mediator will facilitate discussion between parties
• GIGZ may request additional information or evidence

Step 3: GIGZ Decision (7-14 business days)

• If mediation fails, GIGZ will issue a binding decision based on evidence, Platform policies, fairness and reasonableness, and South African consumer protection laws
• Possible outcomes include: Full or partial refund, Service completion requirement, Account warnings or suspensions, Payment adjustments, or No action required
• Both parties will be notified in writing of the decision and reasoning
• GIGZ's decision is final and binding unless appealed (see Section 8.4)

8.3 Evidence Requirements: To support your dispute claim, you should provide:

• Photographs or videos of work performed or issues
• Screenshots of relevant conversations
• Receipts or proof of payment
• Third-party assessments (if applicable)
• Timeline of events
• Witness statements (if applicable)

8.4 Appeals Process:

• Appeals must be submitted within 14 days of the initial decision
• Appeals are only accepted for: New evidence not previously available, Procedural errors in the original process, or Demonstrable bias or unfairness
• Appeals are reviewed by senior management
• Appeal decisions are final with no further internal recourse

8.5 External Resolution (After Internal Process): If you remain unsatisfied after exhausting our internal process, you may pursue:

• Consumer Protection: Lodge a complaint with the National Consumer Commission of South Africa
• Alternative Dispute Resolution: Engage an accredited mediator or arbitrator (costs shared equally unless otherwise agreed)
• Legal Action: Pursue claims through South African courts (Magistrate's Court for claims under R400,000, High Court for larger claims)

8.6 Time Limits:

• Disputes must be raised within 30 days of the relevant booking or incident
• Late submissions may be rejected unless exceptional circumstances apply
• Refund requests must be submitted within 60 days of payment

8.7 Dispute Escalation to Legal Authorities: GIGZ reserves the right to report fraudulent activity, criminal behavior, or serious violations to appropriate authorities including SAPS (South African Police Service), National Consumer Commission, or relevant regulatory bodies.

8.8 No Class Actions: You agree to resolve disputes individually and waive any right to participate in class action lawsuits or class-wide arbitrations.

9. Safety and Security

We recommend Users:

• Use the Platform's messaging and payment systems (never conduct transactions off-platform)
• Report suspicious behavior immediately
• Share live location with trusted contacts during in-person services
• Use our safety check-in features for high-risk services
• Verify provider identity upon arrival

10. Luxury Rentals (Ambara by gigz)

10.1 Rental Terms: Luxury rental items are subject to availability and specific rental agreements between Customers and Providers.

10.2 Security Deposits: Providers may require security deposits for high-value items, refundable upon satisfactory return.

10.3 Damage Liability: Customers are liable for damages beyond normal wear and tear. Disputes over damage will follow the standard dispute resolution process.

11. Limitation of Liability

GIGZ provides the Platform "as is" without warranties. We are not liable for indirect, consequential, or punitive damages. Our maximum liability is limited to fees paid in the preceding 12 months.

12. Governing Law and Jurisdiction

These Terms are governed by the laws of South Africa. You consent to the exclusive jurisdiction of South African courts for any legal proceedings.

13. Termination

Either party may terminate this agreement at any time. Upon termination:

• Outstanding payments remain due
• Wallet balances can be withdrawn
• Active bookings must be completed or cancelled
• Your account data will be retained per our Privacy Policy

14. Changes to Terms

We may modify these Terms at any time. Material changes will be notified via email or Platform notification. Continued use after changes constitutes acceptance.

15. Contact Information

For questions, disputes, or support:

• Email: support@gigz.co.za
• Platform: Admin Messages in your account
• Response time: Within 48 hours for urgent matters

16. Severability

If any provision is found unenforceable, the remaining terms continue in full effect.

By using GIGZ, you acknowledge that you have read, understood, and agree to these Terms of Service.