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Terms & Conditions

Last updated: 12 July 2026 • iSpan

Plain-language summary: You pay through our platform via Netcash, we release funds to the artisan after the job is done (85% to artisan, 15% platform fee). Artisans get paid by EFT within 1 business day. Both sides have clear responsibilities set out below.

1. About iSpan

iSpan is an online marketplace that connects customers ("Customers") who need home repair, maintenance, and cleaning services with independent skilled workers ("Artisans"). We are not a staffing agency, employer, or contractor. All work is performed by independent Artisans. By registering you agree to these Terms.

2. Eligibility

  • You must be 18 years or older and a resident of South Africa to register.
  • Artisans must provide accurate identity documents. False information results in immediate account termination.
  • iSpan reserves the right to suspend accounts pending verification or investigation.

3. Job Posting & Offers

  • Customers post jobs describing the work needed. Artisans browse open jobs and submit price offers.
  • Accepting an offer creates a binding agreement between the Customer and the Artisan.
  • iSpan is not a party to that agreement and is not liable for the outcome of the work.
  • You may not arrange off-platform payments to avoid our fee — this results in immediate suspension.

4. Platform Fee & Payments

iSpan charges a 15% platform fee on all completed jobs.

  • Payment is processed securely via Netcash Pay Now after the artisan marks the job complete and submits a payment request.
  • Artisans receive 85% of the agreed job price, transferred by EFT within 1 business day of confirmed payment.
  • All prices are in South African Rand (ZAR). iSpan does not store card details.

5. Cancellation Policy

We understand that plans change, but late cancellations waste Artisans' time and travel costs.

When you cancel Cancellation fee
More than 24 hours before scheduled start Free
2–24 hours before scheduled start 25% of agreed price
Less than 2 hours / no-show 50% of agreed price
  • If an Artisan cancels after accepting a job, no fee is charged to the Customer.
  • Repeated artisan cancellations result in profile review and potential suspension.

6. Workmanship Guarantee

30-Day Rework Guarantee: If work is found defective within 30 days of completion and the Artisan is at fault, the Artisan must rectify the issue at no extra charge.
  • Raise a rework request within 30 days via the platform to invoke this guarantee.
  • iSpan will mediate. If the Artisan does not respond within 5 business days, we may issue a refund.

7. Disputes

  • Disputes must be raised within 30 days of the job completion date.
  • We will investigate and respond within 5 business days.
  • Chargebacks raised directly with your bank without first contacting us may result in account suspension.

8. Artisan Verification

  • We verify artisan identity documents and may request police clearance certificates.
  • Verification reduces risk but does not constitute a guarantee of character, skill, or suitability.
  • Customers remain responsible for their own due diligence before allowing an artisan onto their property.

9. Limitation of Liability

  • iSpan is a marketplace and is not liable for injury, property damage, or financial loss arising from work performed by Artisans.
  • Our total liability is limited to the platform fees paid in the 12 months preceding the claim.
  • Artisans are solely responsible for their own insurance, tools, SARS tax obligations, and legal compliance.

10. Prohibited Conduct

  • Using the platform for any unlawful purpose.
  • Posting false, misleading, or fraudulent job listings or reviews.
  • Harassing, threatening, or abusing other users.
  • Attempting to gain unauthorised access to our systems.
  • Circumventing the platform by arranging direct off-platform payments.

11. Privacy & POPIA

We are committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). Please read our Privacy Policy to understand how we collect, use, and protect your data, and how you can exercise your rights.

12. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Disputes shall be subject to the jurisdiction of the South African courts.

13. Changes to These Terms

We may update these Terms at any time. We will notify registered users by email. Continued use after the effective date constitutes acceptance.

14. Contact

Questions about these Terms? Contact us at legal@ispan.co.za

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