Acceptable Use Policy

1. Overview

Servfi (servfi.co.za) is a South African online marketplace connecting homeowners and individuals with verified trade professionals for home services. The platform facilitates discovery, booking, communication, and payment between customers and service providers.

This AUP describes the conduct expected from all users and the actions Servfi may take when this policy is violated.

2. Platform Description & Services

Servfi operates a two-sided marketplace offering the following services:

• For Customers: Browse and book verified trade professionals for home services including plumbing, electrical work, cleaning, painting, garden services, carpentry, tiling, and more.
• For Service Providers: Create a business profile, list services, receive and accept booking requests, manage jobs, and receive payment.
• Payment Processing: Servfi processes payments on behalf of the transaction using Paystack. Customers pay a call-out fee upon booking confirmation, and a final invoice payment upon job completion. Servfi collects these funds and settles with service providers.

3. Know Your Customer (KYC) & Verification Requirements

3.1 Customer Registration

All customers are required to provide the following information upon registration:

• Full name
• Valid email address
• Contact phone number
• Physical service address

3.2 Service Provider Registration & Enhanced Due Diligence

Service providers undergo a more thorough verification process before being allowed to accept bookings. Providers must submit:

• Full name and business name (if applicable)
• Valid South African ID document or passport
• Proof of address (not older than 3 months)
• Relevant trade certificates, licenses, or qualifications
• Business registration documents (if operating as a registered business)
• Bank account details for payment settlement
• Contact phone number and email address

All provider accounts are subject to manual review and explicit approval by Servfi administrators before becoming active on the platform. Providers who have not been approved will not appear in search results and cannot receive booking requests.

3.3 Ongoing Monitoring

Servfi reserves the right to request updated verification documents at any time and to suspend accounts pending re-verification.

4. Payment Flow

Servfi uses a two-stage payment model designed to protect both customers and service providers:

• Stage 1 — Call-out Fee: After a provider accepts a booking, the customer pays a call-out fee via Paystack. This confirms the booking and covers the provider's time to visit the site. Payment is processed by Paystack and settled to Servfi.
• Stage 2 — Final Invoice: Once the job is marked complete by the provider, they submit a final invoice (labour + materials). The customer reviews and pays the final amount via Paystack. This payment is also settled to Servfi.
• Provider Payout: Servfi settles funds to the service provider after job completion and successful payment, less the applicable platform fee.

Paystack is used solely to process customer-to-Servfi payments. Servfi is the merchant of record for all transactions on the platform.

5. Permitted Use

Users may use the Servfi platform to:

• Search for and book verified home service professionals
• Manage bookings, invoices, and payments through the platform
• Communicate with the other party regarding a confirmed booking
• Leave honest reviews of completed services
• Update their profile and account information
• Contact Servfi support regarding disputes or issues

6. Prohibited Use

6.1 Fraudulent Activity

• Creating fake accounts or impersonating another person or business
• Submitting false or misleading information during registration or verification
• Uploading fraudulent identity documents or qualifications
• Initiating fraudulent chargebacks or payment disputes
• Colluding to generate fake bookings or reviews

6.2 Off-Platform Transactions

• Soliciting or accepting payment for services outside of the Servfi platform ("side deals") after initial contact through Servfi
• Sharing personal banking details with the other party to circumvent Servfi's payment system

6.3 Harassment & Abuse

• Threatening, harassing, or abusing other users through the platform's messaging or review system
• Posting defamatory, discriminatory, or offensive content
• Discriminating against users on the basis of race, gender, religion, disability, or any other protected characteristic

6.4 Misuse of the Platform

• Attempting to reverse-engineer, scrape, or copy the platform's content or data
• Using automated bots or scripts to interact with the platform
• Attempting to access another user's account without authorisation
• Using the platform to distribute spam, malware, or unsolicited communications
• Interfering with the platform's technical infrastructure

6.5 Illegal Activity

• Using the platform to facilitate any activity that is unlawful under South African law
• Offering or requesting services that require a licence the provider does not hold
• Money laundering or processing proceeds of crime through the platform

7. Dispute Management

Servfi maintains a full audit trail for every booking, recording all key lifecycle events including booking creation, provider acceptance, status changes, payments, invoicing, and cancellations. Each audit entry records the actor, their role, a timestamp, and relevant details.

In the event of a dispute:

• Either party may contact Servfi support at support@servfi.co.za
• Servfi will review the booking's full audit trail to establish the facts
• Both parties will have an opportunity to provide their account of events
• Servfi will mediate and issue a decision, which may include refunds, partial refunds, or account actions
• Decisions are final unless the affected party escalates to the relevant consumer authority

Servfi aims to resolve all disputes within 5 business days of receiving a complaint.

8. Enforcement & Consequences

Violations of this AUP may result in one or more of the following actions at Servfi's discretion:

• A written warning to the account holder
• Temporary suspension of the account
• Permanent termination of the account
• Withholding of pending payments pending investigation
• Reporting the activity to relevant law enforcement or regulatory authorities
• Civil or criminal legal action

Servfi reserves the right to take any action it deems appropriate to protect the integrity of the platform, its users, and the public.

9. Reporting Violations

If you become aware of a violation of this policy, please report it immediately:

• Email: support@servfi.co.za
• Contact Form: servfi.co.za/contact

All reports are treated confidentially. Servfi will investigate all credible reports and take appropriate action.

10. Changes to This Policy

Servfi reserves the right to update this Acceptable Use Policy at any time. Users will be notified of material changes via email or a prominent notice on the platform. Continued use of the platform after changes constitutes acceptance of the updated policy.

11. Contact Us

For questions about this policy, please contact: