1. Acceptance of Terms
By accessing or using the SurfStride website, mobile app, or any SurfStride service (collectively, the "Service"), you agree to be bound by these Terms & Conditions. If you do not agree to these terms, you may not use the Service.
These terms apply to all customers ("you," "your," "Customer") who book services through SurfStride. SurfStride (Pty) Ltd (South African registration number 2026/433687/07, "we," "us," "our," "SurfStride") is the platform operator, not the service provider.
2. Nature of the Service
2.1 Marketplace Model SurfStride operates as a marketplace connecting residential property owners and managers with independent service contractors. We do not directly employ the contractors who perform services.
2.2 Contractor Relationship All contractors who perform services on your property are independent contractors, not employees or agents of SurfStride. They are responsible for:
- Their own transport, equipment (unless specified), and compliance with applicable laws
- Quality of work and professional conduct
- Their own tax, insurance, and employment obligations
2.3 Service Verification SurfStride verifies contractors' identity and references before they are eligible to accept jobs. However, SurfStride does not:
- Conduct ongoing background checks beyond initial verification
- Guarantee contractor competence or insurance coverage
- Supervise work performed on your property
- Hold responsibility for contractor conduct outside of SurfStride interactions
You acknowledge that you accept the risk inherent in allowing contractors access to your property.
3. Booking and Confirmation
3.1 How to Book You may book services through our website, mobile app, or by contacting us directly via WhatsApp or phone. A booking is not confirmed until you receive written confirmation from SurfStride.
3.2 Information Accuracy You agree to provide accurate information when booking, including:
- Property address and access details
- Service date, time, and frequency preferences
- Special instructions or property hazards
Inaccurate information may result in job delays, additional charges, or cancellation.
3.3 Property Access You must ensure contractors have safe and reasonable access to your property at the scheduled time. Failure to provide access may result in a cancellation charge (see Section 5).
4. Pricing and Payment
4.1 Pricing SurfStride publishes pricing on the website or provides a quote at your request. Prices are in South African Rand (ZAR) and are subject to change without notice (except for recurring contracts, which lock pricing for the contract term).
4.2 Minimum Job Value A minimum job value of R400 applies to all bookings.
4.3 Payment Methods Payment is accepted by:
- Credit/debit card (Visa, Mastercard) via our payment gateway
- Bank transfer
- Cash (where arranged)
4.4 Payment Timing
- Once-off jobs: Payment is due upon receipt of the invoice or before work begins (depending on your arrangement).
- Recurring jobs: Payment is due on the day specified in your subscription agreement or as per direct debit arrangement.
4.5 Late Payments If payment is overdue by more than 7 days, SurfStride reserves the right to:
- Suspend further services until payment is received
- Charge a late payment fee of 5% per month on the outstanding amount
- Refer the account to a debt collection agency at your cost
4.6 Refunds See Section 5 (Cancellation and Refunds) for refund eligibility.
5. Cancellation and Refunds
5.1 Cancellation by Customer
- More than 24 hours notice: Full refund or credit toward future services
- Less than 24 hours notice: 50% cancellation fee charged; remaining 50% credited toward future services
- Less than 2 hours notice or no-show: Full job cost charged; no refund or credit
5.2 Cancellation by Contractor If a contractor cancels, you will be contacted immediately by SurfStride and offered:
- Rescheduling at your preferred date/time with a different contractor
- Full refund
- You may choose your preferred option
5.3 Cancellation by SurfStride SurfStride may cancel a booking without charge if:
- You fail to provide safe property access
- You provide inaccurate or incomplete information that prevents service delivery
- Unforeseen circumstances (e.g., severe weather, emergency) make service impossible
5.4 Recurring Service Suspension You may pause or cancel recurring services with 7 days' written notice. Cancellation takes effect at the end of the current billing cycle.
5.5 Refund Processing Approved refunds will be processed within 5–7 business days via the original payment method or as credit toward future services (your choice).
6. Liability and Indemnity
6.1 Property Damage SurfStride holds public liability insurance covering damage to your property caused by contractor negligence during service delivery. However:
- You are responsible for informing contractors of hazards or fragile items on your property
- SurfStride is not liable for damage to items not disclosed or clearly visible
- Damage claims must be reported in writing within 48 hours
6.2 Personal Injury SurfStride's insurance covers contractor injuries sustained during work. SurfStride is not liable for personal injury to you or your family members. You assume responsibility for ensuring your property is safe for both contractors and occupants.
6.3 Limitation of Liability Except where prohibited by South African law, SurfStride's total liability for any claim arising from the Service shall not exceed the amount you paid for the specific service giving rise to the claim.
SurfStride is not liable for:
- Indirect, consequential, special, or punitive damages
- Loss of data, income, or business opportunity
- Contractor conduct, competence, or compliance with legal obligations
- Delays or inability to provide service due to circumstances beyond our control
6.4 Indemnity You agree to indemnify and hold SurfStride harmless from any claim, damage, or cost (including legal fees) arising from:
- Your use of the Service
- Your arrangement of contractor access to your property
- Your failure to disclose hazards or safety concerns
- Disputes between you and any contractor
7. Contractor Quality and Disputes
7.1 Quality Standards SurfStride sets reasonable quality expectations for all services. If you are unsatisfied with work quality, contact us within 48 hours with specific details.
7.2 Remedies If we confirm that work is below standard, we will:
- Arrange a re-visit at no charge to correct the issue, or
- Provide a refund for the defective portion of the service
7.3 Disputes with Contractors Disputes regarding conduct, respect, or safety should be reported immediately to SurfStride. We will investigate and may:
- Remove the contractor from the platform
- Require the contractor to apologize or re-do the work
- Offer you a refund
SurfStride will not mediate disputes over technical competence (e.g., "was the painting done well?"). These are contractual matters between you and the contractor.
8. Privacy and Data
8.1 Data Collection When you book a service, you provide your name, phone number, email, property address, and service preferences. This data is used to:
- Assign and communicate with contractors
- Send booking confirmations and reminders
- Improve our service
- Conduct reviews and feedback
8.2 Data Sharing We share your property address and contact information with the assigned contractor only. We do not sell or share your personal data with third parties.
8.3 Data Security SurfStride uses industry-standard encryption and security measures. However, no online system is completely secure. You use the Service at your own risk.
8.4 Full Privacy Policy See our Privacy Policy for complete details on data handling, retention, and your rights.
9. Contractor Conduct and Safety
9.1 Acceptable Conduct All contractors must behave professionally and respectfully. Prohibited conduct includes:
- Harassment or discrimination
- Theft or dishonesty
- Appearing under the influence of drugs or alcohol
- Refusing reasonable access or instructions
- Damaging property deliberately
9.2 Reporting Misconduct If a contractor behaves inappropriately, contact SurfStride immediately with details. We will investigate and may:
- Suspend or remove the contractor
- Refund the job fee
- Report to authorities if warranted (e.g., theft)
9.3 Property Security You are responsible for securing valuables and sensitive areas of your property. SurfStride contractors do not sign non-disclosure agreements. Do not leave confidential documents, medications, or high-value items unattended during a job.
10. Insurance
10.1 SurfStride's Insurance SurfStride maintains public liability insurance covering:
- Accidental property damage caused by contractor negligence
- Contractor injury sustained during work at your property
- Professional indemnity for SurfStride's actions
Insurance details and policy copies are available upon request.
10.2 Contractor Insurance Contractors are responsible for their own personal injury and liability insurance. SurfStride does not guarantee that individual contractors carry insurance.
10.3 Your Insurance We recommend that you maintain home and contents insurance and notify your insurer about regular contractor access to your property.
11. Use of the Website and App
11.1 Acceptable Use You agree not to:
- Use the Service for unlawful purposes
- Harass, threaten, or abuse contractors or SurfStride staff
- Misrepresent information in bookings
- Interfere with the website, app, or systems
- Attempt to circumvent payments through SurfStride
11.2 Account Responsibility You are responsible for maintaining the confidentiality of your account credentials and all activities on your account. Notify us immediately if you suspect unauthorized access.
11.3 Content and Reviews Reviews and testimonials you leave on the SurfStride platform must be honest and factual. We reserve the right to remove abusive, false, or defamatory content.
12. Intellectual Property
All content on the SurfStride website and app — including logos, text, images, and designs — is the property of SurfStride or its licensors. You may not reproduce, modify, or distribute content without permission.
13. Changes to Terms
SurfStride may modify these Terms & Conditions at any time. Changes are effective upon posting to the website. Continued use of the Service constitutes acceptance of modified terms.
We will notify you of material changes via email at least 14 days before they take effect.
14. Dispute Resolution
14.1 Informal Resolution If you have a dispute with SurfStride, contact us in writing at info@surfstride.co.za with details. We will respond within 5 business days.
14.2 Escalation If informal resolution fails, either party may escalate to mediation or, if necessary, to the South African courts.
14.3 Governing Law These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of South Africa, without regard to conflict of law principles.
15. Contact Information
For inquiries, disputes, or concerns:
SurfStride (Pty) Ltd Email: info@surfstride.co.za WhatsApp: +27 79 380 2446 Phone: +27 79 380 2446
16. Summary for Customers
You should know:
- SurfStride connects you with independent contractors — we don't employ them
- You book online or via WhatsApp; cancellation fees apply if you cancel with less than 24 hours' notice
- Payment is due on the day of service or as per your subscription agreement
- We insure against contractor negligence damaging your property, but you're responsible for disclosing hazards
- Report quality issues or misconduct within 48 hours
- Your personal data is secure and shared only with the assigned contractor
By using SurfStride, you acknowledge that you have read and agree to these Terms & Conditions.
If you do not agree, do not use the Service.