Terms & Conditions

In these Terms & Conditions:

• MetaFix, we or us means MetaFix, a home services platform operating in South Africa.
• Platform means the MetaFix website, mobile app and any related services.
• Customer or you means a person or entity who requests a service through the Platform, including property managers acting for their tenants.
• Professional means an independent, vetted service provider (plumber, electrician, painter and similar) who accepts jobs through the Platform.
• Job means a service request created on the Platform.
• Estimate means the indicative price range shown before a Professional inspects the site.
• Quote means the final price confirmed by the Professional on site.

MetaFix is a marketplace that connects Customers with independent, verified Professionals. We are not a plumbing, electrical, building or maintenance contractor, and we do not employ the Professionals who accept your Job.

The service contract for the work itself is between you and the Professional. MetaFix facilitates discovery, matching, communication, scheduling, payment handling and dispute support.

We vet Professionals before they may accept work, but we do not warrant the outcome of any particular Job beyond the remedies set out in these Terms.

When you submit a Job you choose a service category, describe the issue, select an urgency level and confirm your address and preferred time slot.

• A call-out fee applies to every Job and covers the Professional's travel and initial assessment. The fee is shown before you submit.
• Urgency surcharges apply to urgent (same day) and emergency (within two hours) bookings and are shown before you submit.
• The price range shown in the app is an indicative Estimate only. It is generated from our price guide and the information you provide.
• The Professional confirms the final Quote on site, before any work starts. You may decline the Quote; only the call-out fee is then payable.
• Additional parts, materials or scope agreed on site may change the final amount. Any change must be agreed with you in the app before the work proceeds.

• You may cancel a Job free of charge before a Professional has been assigned.
• Cancelling after assignment but more than two hours before the scheduled slot is free of charge.
• Cancelling within two hours of the scheduled slot, or if nobody is present to give access, may attract a no-show fee equal to the call-out fee.
• If a Professional cancels or fails to arrive, we re-match your Job at no extra cost and refund any call-out fee already charged.

All prices are in South African Rand (ZAR) and include VAT where applicable. Payment is made through the Platform once the work is marked complete.

• MetaFix collects payment on behalf of the Professional and pays out the Professional's share less the platform commission disclosed to them.
• Refunds are considered where work was not performed, was materially incomplete, or where a Job was cancelled by the Professional.
• Approved refunds are processed to the original payment method or your MetaFix wallet within 10 business days.
• Promotional codes are subject to their own terms, cannot be exchanged for cash and may be withdrawn at any time.

Before a Professional may accept work we verify their identity (South African ID), proof of address, relevant qualifications and, where applicable, a police clearance certificate. Skills are confirmed through a category assessment.

• Professionals must arrive within the agreed slot, be appropriately equipped and behave courteously and safely.
• Professionals must not solicit work or payment outside the Platform for Jobs introduced by MetaFix.
• We may suspend or remove any Professional who breaches these standards or whose ratings fall below our threshold.

• Give accurate contact details, address and a fair description of the issue.
• Ensure an adult over 18 is present to give safe access at the scheduled time.
• Ensure the work area is reasonably accessible and free of hazards, and secure pets.
• Tell us in advance about known risks such as asbestos, unstable structures or faulty electrical installations.
• Pay the agreed amount promptly once the work is complete.

Raise a dispute from the Job screen, or email hello@metafix.co.za. Our service commitment is:

• Acknowledged within 24 hours of being raised.
• Resolved, or a clear resolution plan communicated, within 48 hours.
• Where work is defective, we will arrange a return visit or a suitable refund.

Nothing in these Terms limits your rights under the Consumer Protection Act 68 of 2008 or your right to refer a complaint to the National Consumer Commission.

To the maximum extent permitted by South African law, MetaFix is not liable for indirect, incidental or consequential loss, loss of profit, or loss arising from the acts or omissions of an independent Professional.

Where MetaFix is found liable, our aggregate liability for any Job is limited to the total amount you paid for that Job. This limitation does not apply to death or personal injury caused by our negligence, or to any liability that cannot lawfully be excluded.

We process your personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA). We collect only what we need to match you with a Professional, deliver the service, take payment and support you afterwards. We never sell your data.

Your address and contact number are shared with the assigned Professional for the duration of the Job. Full details are set out in our Privacy Notice.

These Terms are governed by the laws of the Republic of South Africa, and the South African courts have exclusive jurisdiction.

Questions? Email us at hello@metafix.co.za.