Our Policies

Our policies are designed to protect you, your property, and the team members who carry out our work. Use the index below to jump to each policy.

Policy Index

1. Privacy Policy: How we collect, use, and protect your personal data
2. Cancellation Policy: Booking changes and cancellation fees
3. Refund Policy: When you get money back, and how it is paid
4. Service Delivery Policy: Where we work, when we arrive, and what we deliver
5. Payment Policy: How payment works, what we accept, and billing
6. Quality Guarantee & Service Standards: What to expect and how to report issues
7. Safety Policy: Property safety, damage, and liability
8. Worker Verification & Trust Policy: How we vet our team and what you can expect
9. Recurring Service Policy: How subscriptions work, pausing, and cancellation
10. Review & Feedback Policy: Leaving reviews, ratings, and how we use feedback

Privacy Policy

Who Is Responsible for Your Data

SurfStride (Pty) Ltd (registration number 2026/433687/07), of 36 Chamonix Street, Somerset West, Western Cape, 7130, South Africa, is the responsible party for your personal information under the Protection of Personal Information Act 4 of 2013 (POPIA).

What Data We Collect

When you book a service, we collect:

• Contact information: Name, phone number, email address
• Location data: Property address and access instructions
• Service information: Date, time, frequency, type of service, special instructions
• Payment information: Card details are entered directly into our payment gateway. SurfStride never receives or stores your full card number. We keep only the last four digits, the card type, and the transaction reference.
• Communication history: Messages via WhatsApp, email, or phone

When you use our website or portal, we also collect:

• Usage data: Pages visited, clicks, time spent, device type, approximate location, and IP address
• Cookies and similar technologies: See the cookies section below

Why We Use It, and on What Basis

We do not use your personal information for automated decision-making that produces legal effects for you.

Who We Share Your Data With

We never sell your personal information. We share it only in these cases:

• Assigned team members: Your property address, phone number, and service details, so they can reach you and complete the job. Every team member is bound by a written confidentiality undertaking.
• Operators who process data on our behalf. They act only on our instructions and may not use your data for their own purposes:

• Legal authorities: Only where the law requires it, for example a court order, or where we report a criminal matter such as theft.

Sending Data Outside South Africa

Some of the providers above process data outside South Africa. Section 72 of POPIA permits this where the recipient is subject to laws or binding agreements that provide a comparable level of protection. We rely on the data processing agreements we hold with each provider, which contractually bind them to standards equivalent to POPIA.

Cookies and Analytics

• Strictly necessary cookies keep the site and portal working, hold your session, and protect our forms from abuse. These cannot be switched off.
• Analytics is provided by Vercel Analytics and Speed Insights. It is aggregated and does not build a profile of you or track you across other websites.
• Google reCAPTCHA runs on our contact form to block automated spam. It collects device and usage signals and is governed by Google's Privacy Policy.

You can block or delete cookies in your browser settings. Blocking strictly necessary cookies may stop parts of the site from working.

Data Security

• All data is encrypted in transit using HTTPS
• Card data is handled only by our PCI DSS compliant payment gateway and never touches our systems
• Access is restricted to the SurfStride staff and team members who need it to serve you
• We use industry-standard security measures and review them as the business grows

If a security compromise affects your personal information, we will notify you and the Information Regulator as section 22 of POPIA requires. If you suspect a breach, contact our Information Officer immediately.

Data Retention

• Active booking data: For the duration of your service relationship plus 12 months after the final job
• Payment and accounting records: 7 years, as required by South African tax law
• Historical job data: 3 years, for dispute resolution
• Website usage and analytics data: 12 months
• Marketing consent records: Until you withdraw consent, plus 3 years as proof that consent was given

When a retention period ends, we delete or de-identify the data. Where a copy remains in an encrypted backup, it is isolated from live systems and is deleted when that backup expires. Records we are legally required to keep, such as tax records, are retained even if you request deletion.

Your Rights

Under POPIA you have the right to:

• Access: Request a copy of the personal data we hold about you
• Correction: Ask us to update or correct inaccurate or incomplete data
• Deletion: Request deletion of your data, subject to records we must keep by law
• Object: Object to processing based on our legitimate interests
• Withdraw consent: Unsubscribe from marketing at any time, without affecting your bookings
• Complain: Lodge a complaint with the Information Regulator

We respond to requests within 30 days. There is no charge for a reasonable request.

Contact Our Information Officer

For any privacy request or concern, contact our Information Officer:

• Rikard Jannes Schouwstra, Information Officer
• SurfStride (Pty) Ltd
• 36 Chamonix Street, Somerset West, Western Cape, 7130, South Africa
• Email: info@surfstride.co.za
• Phone and WhatsApp: +27 79 380 2446

Complaining to the Regulator

If you are not satisfied with how we handled your request, you may complain to:

• The Information Regulator (South Africa)
• JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001
• Email: complaints.IR@justice.gov.za
• Website: inforegulator.org.za

Cancellation Policy

Cancellation by You (Customer)

You may cancel any booking at any time. A cancellation fee applies only if you cancel at short notice, because the travel and the booking slot are already committed:

Because we charge on completion, there is usually nothing to refund. In most cases you simply receive an invoice for the cancellation fee, or no invoice at all if you gave more than 24 hours' notice. The refund column applies where you had already paid, for example on a recurring plan billed in advance.

If our team arrives and cannot get into the property, that counts as a cancellation with less than 2 hours' notice.

How to Cancel

• Portal: Cancel from your booking in the customer portal
• WhatsApp: Message us with the booking date and time
• Email: info@surfstride.co.za
• Phone: +27 79 380 2446

Cancellation is confirmed when we send you a written acknowledgment. The time we receive your cancellation is what sets the fee, not the time we reply.

Cooling Off on Online Bookings

If you booked and paid online, section 44 of the Electronic Communications and Transactions Act gives you 7 days to cancel without giving a reason, as long as the work has not yet been done. No cancellation fee applies and you receive a full refund within 30 days.

Cancellation by SurfStride Due to Team Unavailability

If the assigned team becomes unavailable:

• You will be notified as soon as possible (usually within 1 hour)
• We will offer you:
  • A replacement team at a time and day that works best for you, OR
  • A full refund of anything you have paid for that job
• You choose which option you prefer

Cancellation by SurfStride

SurfStride may cancel a booking without charging a cancellation fee if:

• You provide false or incomplete information that prevents us doing the work
• Severe weather or an unforeseen emergency makes work impossible
• We cannot safely perform the work
• A team member becomes unavailable due to illness or emergency

In these cases you are offered a rescheduled booking or a full refund, whichever you prefer.

Recurring Service Cancellation

If you're on a recurring plan (weekly, fortnightly, or monthly):

• You may cancel or pause at any time
• Cancellation requires 7 days' written notice
• The cancellation takes effect at the end of your current billing cycle
• Your last scheduled job will still be completed
• No early termination penalty applies

Section 14 of the Consumer Protection Act also lets you cancel a fixed-term agreement on 20 business days' written notice. Our 7-day notice period is more generous, and nothing here limits that right.

Refund Policy

SurfStride supplies services performed at your property. We do not sell or ship physical goods, so there is nothing to return. This policy covers when money comes back to you and how it is paid.

How Refunds Are Paid

Refunds are paid to the original payment method used for the booking.

• Card refunds are processed within 5 to 10 business days of approval. How quickly it appears on your statement then depends on your bank, usually a further 2 to 5 business days.
• We do not charge any fee to process a refund.
• We will not ask you to accept credit instead of a refund. If you would prefer credit, tell us and we will apply it within 5 to 7 business days. That choice is always yours.

When You Are Entitled to a Refund

These apply where you have already paid. Where you have not paid yet, the same outcomes are reached by reducing or cancelling your invoice instead.

• You cancelled with more than 24 hours' notice (full refund)
• You cancelled with less than 24 hours' notice (50% refunded)
• You cancelled an online booking within the 7-day cooling off period and the work had not started (full refund)
• SurfStride cancelled, could not attend, or could not safely do the work (full refund)
• The work was below standard and you chose a refund rather than a re-visit (refund of a fair portion of the price, under the Quality Guarantee below)
• You were charged in error (full correction)

When a Refund Is Not Available

• You cancelled with less than 2 hours' notice, did not show, or our team could not get access
• Our investigation finds the work met the agreed standard and matched what was booked
• The complaint is about a preference rather than the standard of work, for example preferring the lawn shorter than the length agreed
• The request relates to work completed more than 48 hours earlier and was not reported in that window

Requesting a Refund

1. Contact us on WhatsApp, by email, or through the portal within 48 hours of the job
2. Give us the booking date, what went wrong, and photos where relevant
3. We respond within 24 hours and complete our review within 5 business days
4. If approved, the refund is processed within 5 to 10 business days to your original payment method

Disputed Charges

If you believe you were charged incorrectly:

1. Contact us within 30 days with details and evidence
2. We investigate and respond within 5 business days
3. If we confirm the error, we refund the difference to your original payment method

Please talk to us before raising a dispute with your bank. We resolve almost every billing question directly, and we will always refund a genuine error.

If We Disagree

If you disagree with a cancellation fee or a refund decision:

1. Contact us within 14 days with evidence such as screenshots or your communication history
2. We will review and respond within 5 business days
3. If it stays unresolved, either party may refer the matter to mediation, or you may approach the National Consumer Commission

Service Delivery Policy

What We Deliver

SurfStride delivers services performed in person at your property. No physical goods are shipped to you, so no delivery charges, shipping timelines, or returns apply.

Where We Work

We serve Somerset West, Strand, Gordons Bay and the wider Helderberg. If your address falls outside our service area, we tell you before you book rather than after.

SurfStride is a mobile service and does not have a walk-in location. Our registered address is for legal and correspondence purposes only. Everything we do happens at your property, so please reach us by phone, WhatsApp, or email rather than visiting in person.

When We Arrive

• The service date and arrival window are agreed at booking and confirmed in writing
• Our team aims to arrive within 15 minutes either side of the agreed time
• If we are running later than that, we contact you before the window closes
• You do not need to be home, provided you have given us safe access arrangements

How Long It Takes

• Once-off jobs are completed in a single visit unless the quote says otherwise
• Quoted jobs state the expected duration in the written quote
• Recurring jobs repeat on the agreed weekly, fortnightly, or monthly cycle

Proof of Completion

Once a job is finished you receive a completion notification, followed by an invoice with a secure payment link. Recurring plans are billed on their contracted date instead. For Airbnb turnovers we include photos where you have asked for them.

If We Cannot Deliver

If we cannot attend as scheduled, we contact you as soon as we know and offer a rescheduled booking or a full refund of anything already paid. See the Cancellation Policy above.

Payment Policy

Accepted Payment Methods

SurfStride accepts:

• Card payments: Visa and Mastercard, processed securely through a PCI DSS compliant South African payment gateway
• Bank transfer (EFT): Direct EFT to the SurfStride business account
• Recurring card payment: Automated subscription billing for recurring plans, managed through the customer portal

Pricing

All prices are quoted and charged in South African Rand (ZAR).

Current prices for every service are published on our customer portal. You do not need an account to view them. Starting prices range from R300 to R1 500 depending on the service.

• Once-off jobs: The starting price for that service, plus any add-ons you select, is the total charged
• Quoted jobs: Larger work such as painting or listing preparation is quoted individually. The written quote is the total, and it is fixed once you accept it
• Recurring jobs: The agreed weekly, fortnightly, or monthly rate, invoiced on the contracted date
• Minimum job value: The starting price shown for each service is the minimum for that service. There is no single minimum across all bookings

The price you see or accept is the total payable. We do not add booking fees, call-out fees, or card surcharges.

We take care to describe our services and prices accurately, but errors can happen. If we find a material mistake in a price or a service description after you have booked, we will tell you before charging you, and you may cancel at no cost.

When Payment Is Due

We never require payment before work begins, and we do not take deposits. You pay once the work is done.

Booking and Payment Online

• You book through the customer portal and receive written confirmation of the date and time
• Nothing is charged at the time of booking. The payment link arrives after the job is completed
• Card payments clear within seconds. Bank transfers (EFT) may take 1 to 2 business days to reflect

Subscription Recurring Payments

For weekly, fortnightly, or monthly recurring services:

• We charge your saved payment method automatically on the contracted date
• Subscriptions are managed through the customer portal, where you can pause, change, or cancel
• Payment reminders are sent by SMS or email 48 hours before the charge
• You must ensure sufficient funds are available
• You can cancel a subscription at any time with 7 days' notice, with no early termination penalty

Late Payment

If payment is overdue by more than 7 days:

• We may suspend your next scheduled service until payment is received
• Interest of 2% per month is charged on the outstanding balance. This is the maximum permitted for incidental credit agreements under the National Credit Act
• The debt may be referred to a collection agency at your cost
• Late payment is recorded on your account and may affect future bookings

Refunds

See the Refund Policy above. Refunds go back to the payment method you used.

Payment Card Security

• All card payments are processed through a PCI DSS compliant payment gateway
• 3D Secure authentication applies to every card transaction, as required by the Payments Association of South Africa
• SurfStride never sees or stores your full card number. Card details are entered directly into the gateway
• All transactions are encrypted in transit using HTTPS
• Report any unauthorized charge to us immediately and we will investigate

Tax & VAT

SurfStride is not currently registered for VAT, so no VAT is added to our prices. The price shown is the total amount payable. We will update this policy if that changes as the business grows.

Quality Guarantee & Service Standards

What You Can Expect

When you book a SurfStride service, you can expect:

• Punctuality: Our team arrives within 15 minutes either side of the scheduled time
• Professionalism: Clean appearance, respectful behavior, communication
• Completeness: Work is finished as described in the booking or quote
• Safety: Work is performed safely; hazards are cleaned up before the team leaves
• ID & Verification: Every team member displays a SurfStride ID badge at your property

Service Standards by Category

Cleaning (Home, Airbnb, Office)

• All surfaces cleaned as agreed (bathrooms, kitchen, bedrooms, living areas)
• Floors swept and mopped (or vacuumed, depending on service)
• Dust wiped from visible surfaces
• Bathrooms scrubbed (toilet, sink, shower/bath)
• Kitchen cleaned (counters, stove, sink)
• Rubbish removed
• Work is completed within agreed timeframe

Gardening & Landscaping

• Lawn mowed to agreed height (usually 5 to 7 cm)
• Edges trimmed
• Garden beds cleared (weeds/dead plants removed)
• Rubbish removed from site
• Work area swept/cleaned of debris
• Our team advises on seasonal work needed

Pool Maintenance

• Water tested and chemicals balanced
• Debris removed from pool surface and floor
• Pump and filter checked
• Tiles cleaned if agreed
• Water level checked and topped if needed

Handyman & Repairs

• Work is completed to agreed specifications
• Materials used are appropriate for the task
• Workspace cleaned after work
• Our team explains what was done and any follow-up needed

Airbnb Turnover

• Property cleaned fully between guests
• Linen changed and laundered
• Property checked for damage, stains, or missing items
• Report provided to host with photos if needed

Reporting Quality Issues

You have 48 hours to report a problem. Contact us with:

• The booking date and time
• Specific details of what was wrong
• Photos or video if applicable
• Your preferred resolution (re-visit or refund)

What Happens Next

1. We review your report within 24 hours
2. If we confirm the work was below standard, you choose between:
   • A free re-visit to correct the issue, OR
   • A refund of a fair portion of the price, paid back to your original payment method
   • Account credit instead of a refund, if you would rather have it
3. If we dispute the claim, we'll explain why and offer to escalate to mediation

Section 54 of the Consumer Protection Act gives you the right to make this choice. We may recommend a re-visit, but we will not insist on it.

What Is NOT Covered

• Subjective preferences: "I prefer the grass shorter", if the agreed length was met, there is no refund
• Requests outside the scope: "Can you fix the tap while you're here?", additional requests require a new booking
• On-site advice: "The team said my garden needed X", advice isn't a guarantee
• Damage from carelessness: Handled under our damage claims process (see the Safety Policy), not the quality guarantee; report within 48 hours

Recurring Service Quality Issues

If quality problems happen more than once on your recurring service:

1. Report after the second occurrence
2. We will assign different team members for future visits
3. If issues persist, you may cancel immediately with no notice period and receive a refund for the affected period

Reviews and Ratings

Your honest reviews help us improve. Leave a review after every job. It takes 30 seconds and helps us raise our standards.

Safety Policy

Damage Claims

If our team damages your property:

1. Report immediately: Contact us within 48 hours with:
   • Photos of the damage
   • Description of what happened
   • The booking date and, if you have it, the team member's name
   • Estimated cost to repair
2. We investigate: We'll assess whether the damage was caused by our team's negligence
3. Resolution: If negligence is confirmed, SurfStride will repair or make good the damage. We settle the claim with you directly rather than referring you to the individual who did the work. Processing takes 5 to 10 business days.

Note: You are responsible for:

• Informing us of fragile, valuable, or hazardous items
• Removing breakables from work areas
• Clearly marking off-limits areas (e.g., rooms with pets)
• Mentioning allergies or sensitivities upfront (e.g., "my kid has asthma, use non-toxic products")

Injury to Our Team

If a SurfStride team member is injured while working at your property:

• Don't move the injured person
• Call emergency services (10177) immediately
• Contact SurfStride immediately with details
• Document the scene with photos if safe to do so

SurfStride carries responsibility for its own team's safety. You are not liable for injuries to our team unless your negligence caused it (e.g., you didn't disclose a hazard like broken stairs).

Your Responsibility for Safety

You must ensure:

• Safe access: Pathways are clear, gates open easily, no tripping hazards
• Disclosed hazards: Warn us about steep stairs, uneven ground, aggressive pets, slippery surfaces
• Property hazards: Repair broken steps, remove obstacles, secure loose objects
• Allergies/sensitivities: Tell us if you have pets, allergies, or health conditions that affect the job
• Secured valuables: Lock away jewelry, cash, documents, medications, electronics
• Clear instructions: Provide specific access details (e.g., "Gate code is 1234; use the blue door")

Prohibited Activities

Our team cannot:

• Use heavy equipment without specific permission (e.g., pressure washers on delicate surfaces)
• Access areas marked as off-limits
• Use your utilities (electricity, water) without permission
• Smoke or consume alcohol on your property
• Bring additional people to your property without approval

What to Do If Something Goes Wrong

1. Document everything: Take photos, note dates and times, save messages
2. Contact SurfStride: info@surfstride.co.za or WhatsApp immediately
3. Report safety concerns: If a team member behaves unsafely, tell us right away
4. Report misconduct: Theft, harassment, disrespect, contact us immediately

Worker Verification & Trust Policy

How We Verify Our Team

Before anyone is assigned to a SurfStride job, they must:

1. Provide ID: Valid South African ID or passport
2. Pass reference checks: We contact previous employers or clients
3. Verify skills: Confirm they have experience in their stated service area
4. Confirm transport: They have reliable access to reach jobs
5. Pass basic screening: No criminal record for theft, violence, or dishonesty

Verification happens before anyone joins our team. This is not a background check or ongoing security screening.

What Verification Does NOT Include

• Ongoing police checks: We verify once; we don't repeat checks regularly
• Skill certification: We confirm experience, not formal qualifications (unless required by law, e.g., electrical work)
• Credit checks: We don't assess financial history
• Psychological evaluation: We don't assess personality or character beyond references

Verification reduces risk but cannot eliminate it. Where a job goes wrong, SurfStride is accountable to you under the Quality Guarantee and Safety Policy above.

Team Accountability

Every SurfStride team member:

• Wears a branded SurfStride T-shirt and ID badge on every job
• Signs a written confidentiality undertaking covering anything they see or learn at your property. Breaching it is grounds for removal
• Is tracked via GPS when assigned a job (for safety and accountability)
• Is reviewed against customer feedback
• Can be suspended or removed if they receive multiple complaints

Feedback is used internally by SurfStride to manage and improve our team. We do not publish individual profiles or ratings for you to choose between.

What If Something Is Stolen or Damaged?

• Report immediately: Within 48 hours, contact us with details. Report suspected theft to us as soon as you notice it, and to the South African Police Service
• Provide evidence: Photos, descriptions, timeline, value estimation
• Investigation: We'll speak to the team member and review the job details, including GPS records and booking history
• Criminal matters: Theft is a criminal offence. We will report it, assist the South African Police Service investigation, and remove the person from our team. You do not have to pursue the individual yourself.
• Our responsibility: Where our investigation establishes that a SurfStride team member took your property, we will make it good. Because responsibility sits with us, we handle the claim with you directly.
• Your responsibility: As set out in these policies, you remain responsible for securing cash, jewelry, documents, and other valuables before a job begins. Claims for items that were left unsecured, or that cannot be tied to the job, may not be upheld. We strongly recommend securing valuables and installing a visible security camera.

In most cases, we recommend installing a security camera if you're concerned about theft.

Removal From Our Team

We immediately remove a team member if they:

• Are accused of theft or dishonesty
• Receive consistent complaints about quality or behavior
• Fail to show up for multiple bookings
• Behave disrespectfully or unsafely
• Violate terms of service

Removal is recorded in our internal system; they cannot work for SurfStride again.

Requesting a Different Team Member

SurfStride assigns the team for each job. You can still tell us your preferences:

• Request someone you've had before, and we'll accommodate it where scheduling allows
• Decline the assigned team member before they arrive. Ask us to reassign and there is no charge. If you cancel the booking outright instead, the standard fees in the Cancellation Policy apply, based on how much notice you give
• Ask for a reassignment if you're uncomfortable with who has been assigned (contact us before the job; reassignment may delay service)

Background Check Limitations

SurfStride's verification is basic and non-comprehensive. We recommend you:

• Trust your instincts: If something feels wrong, don't proceed; contact us
• Stay present: Be home or nearby during the job (optional but recommended)
• Secure valuables: Lock up jewelry, cash, documents, medications
• Install cameras: A visible camera deters misconduct and provides evidence if needed

Reporting Misconduct

If a team member behaves inappropriately:

1. Report immediately: Don't delay; contact us via WhatsApp or phone
2. Provide details: What happened, when, specific behavior, words used
3. Provide evidence: Photos, video, written communication
4. We investigate: We'll speak to the team member and review the allegation
5. Action taken: The team member may be warned, reassigned, or removed

For serious misconduct (theft, harassment, threats), contact police and inform SurfStride.

Recurring Service Policy

What Is a Recurring Service?

A recurring service is a scheduled job that repeats at regular intervals:

• Weekly: Same day, same time every 7 days
• Bi-weekly (fortnightly): Same day, same time every 14 days
• Monthly: Same day, same time every 30 days

Common recurring services: Home cleaning, pool maintenance, gardening, Airbnb turnover.

Setting Up a Recurring Service

1. Choose your service: Select the service category and frequency
2. Schedule the first visit: Confirm date, time, and access details
3. Agree on pricing: Recurring rates are lower than the equivalent once-off rate. We confirm your exact rate in writing before you subscribe
4. Set payment: Provide a payment method; we'll auto-charge on the billing date
5. Confirm the agreement: You'll receive a subscription contract

Pricing for Recurring Services

Recurring services have a locked-in price for the plan term you choose (3 or 12 months). This is a price guarantee from us, not a lock-in on you. You can still cancel at any time on 7 days' notice, with no early termination penalty.

Your price will not increase during the term unless:

• You request an upgrade (for example "clean more rooms"), in which case the new price applies from that visit
• The market rate changes significantly, in which case we give 30 days' written notice before any increase and you may cancel instead of accepting it

Payment for Recurring Services

• Billing date: Set when you subscribe (e.g., "charge me every Friday")
• Auto-payment: Your payment method is charged automatically
• Invoice: You receive an invoice after each job
• Payment reminder: SMS or email sent 48 hours before the charge
• Missed payment: If payment fails, we'll retry the next day; if it fails again, service is suspended

Managing Your Recurring Service

You can:

• Pause: Stop services temporarily for up to 3 months (e.g., while on holiday)
• Resume: Restart at any time
• Modify: Change the frequency or date (with 7 days' notice)
• Cancel: End the service at any time with 7 days' written notice

Pausing:

• Service stops; no charges are made
• You can resume within 3 months without re-contracting
• After 3 months, the service is closed and you'd need to re-book

Cancelling:

• 7 days' written notice required (contact us via WhatsApp or email)
• Cancellation takes effect at the end of your current billing cycle
• Your last scheduled job will still be completed
• You keep the services you've paid for up to the end of the billing cycle

What If Your Regular Team Changes?

Sometimes we assign different team members to your recurring service. This might happen because:

• Your regular team member is unavailable (illness, emergency)
• You request a change
• We're improving the service quality

When the assigned team changes:

• You'll be notified in advance (usually 24 to 48 hours)
• The new team member will have the same verification and experience
• Quality standards remain the same
• You can ask for your previous team member to be reassigned if unhappy

Quality Issues on Recurring Services

Recurring services follow exactly the same process as any other job. Report within 48 hours and you choose between a free re-visit and a refund. The full detail is under Recurring Service Quality Issues in the Quality Guarantee above.

In short: we address a first complaint with the team member, assign different team members after a second, and if problems continue you may cancel immediately with no notice period and receive a refund for the affected period.

Contract Term and Renewal

• Initial term: 3 or 12 months (you choose). This fixes your price. It does not stop you cancelling
• Automatic renewal: After the term ends, the service continues month-to-month unless you cancel
• Renewal notice: We write to you between 40 and 80 business days before the term ends to tell you it is about to renew and whether the price is changing, as section 14 of the Consumer Protection Act requires
• Renewal pricing: May increase, with at least 30 days' written notice
• Cancel at any time: 7 days' written notice, whether you are inside the term or past it. No early termination penalty applies

Cancellation Example

Scenario: You're on a monthly cleaning plan at R450 a month, with a 12 month price lock. After 4 months, you want to cancel.

• You contact SurfStride with 7 days' notice
• Cancellation takes effect at the end of the current month
• You've paid for and received 4 full months of service
• The service continues to the end of the paid month; the remaining months are simply not billed
• No early termination penalty is charged for the 8 months you did not use

Review & Feedback Policy

Why Reviews Matter

Reviews help us:

• Improve our service
• Hold ourselves accountable for quality
• Help other customers make informed choices
• Celebrate good work and address problems quickly

Leaving a Review

After every job:

1. You'll receive a review request via SMS or email
2. Click the link to leave a rating (1 to 5 stars) and written comment
3. Takes less than 1 minute
4. Your review may appear on Google and our website

You can review:

• The professionalism and quality of the work
• Punctuality and communication
• Cleanliness and respect for your property
• Value for money

Review Guidelines

We encourage honest, detailed reviews. Keep reviews:

• Factual: Describe what actually happened
• Specific: "Great attention to detail" is better than "5 stars"
• Respectful: Even if you're unhappy, stay professional
• Relevant: Focus on the service, not the person's appearance or background

What We Don't Allow

Reviews that contain:

• Abuse or harassment: Personal attacks on our team members
• False claims: Unsubstantiated allegations of theft or misconduct
• Spam or off-topic content: Unrelated to the service
• Competitor promotion: Advertising another service provider

These reviews are removed.

Responding to Feedback

• Negative reviews: SurfStride will respond professionally and offer solutions
• You can reply: If we respond to your review, you're welcome to clarify
• We investigate: If a dispute arises, we'll look into it

How Ratings Are Used

We track ratings for each team member internally, based on customer reviews. These ratings are not published, and they are used by SurfStride to:

• Decide who is assigned to which jobs
• Identify who needs additional training or supervision
• Decide whether someone remains on our team (below 3.5 stars, we may remove them)

Using Your Feedback

Your feedback helps us:

• Identify training opportunities for our team
• Improve our processes and systems
• Make decisions about service quality
• Create content and guides for customers

We may use your feedback (anonymously) in case studies or testimonials. If you'd prefer not to be featured, let us know.

Reporting Fake Reviews

If you suspect a review is fake or inaccurate:

• Contact us with details: info@surfstride.co.za
• Provide evidence or explanation
• We'll investigate and may remove false reviews

Privacy in Reviews

• Your review may be published on our website and Google
• Your name appears with your review (unless you request anonymity)
• Your property address and personal details are never published
• Photos you include should not show personal information or valuables

We Do Not Pay for Reviews

SurfStride does not offer credit, discounts, or any other incentive in exchange for a review or a rating. Paying for reviews breaches the review policies of Google and other platforms, and it would make our ratings meaningless.

If you are ever offered something in return for a positive review, it did not come from us. Please report it to info@surfstride.co.za.

Questions?

If you have questions about any policy:

• SurfStride (Pty) Ltd
• Registration number: 2026/433687/07
• 36 Chamonix Street, Somerset West, Western Cape, 7130, South Africa
• Country of domicile: South Africa
• Email: info@surfstride.co.za
• Phone and WhatsApp: +27 79 380 2446

We typically respond within 24 hours.

Last updated: July 2026. Next review: September 2026.