Terms & Conditions

1. Acceptance of Terms

By accessing or using the SurfStride website, our customer portal, 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 service provider and your contracting party.

Our details, as required by section 43 of the Electronic Communications and Transactions Act:

The registered address above is our address for legal and correspondence purposes. SurfStride is a mobile service. We do not operate a walk-in location, and all work is performed at your property. Please contact us by phone, WhatsApp, or email rather than visiting in person.

2. Nature of the Service

2.1 We Provide the Service SurfStride provides residential and commercial property services directly to you. When you book a job, your contract is with SurfStride. We are not a marketplace, an introduction service, a labour broker, or an agent acting between you and someone else, and we do not facilitate transactions between third parties.

2.2 Who Performs the Work Work is carried out by SurfStride team members. Some are employed by us and some are engaged by us under subcontract, but in every case they perform the work on our behalf, under our standards and our supervision. Your relationship remains with SurfStride throughout:

• We are accountable to you for the work, whoever performs it
• We are responsible for equipping, briefing, and supervising the team assigned to your job
• You are never asked to contract with, pay, or pursue a claim against an individual team member

2.3 Vetting and Standards SurfStride verifies the identity and references of every team member before they are assigned to jobs, and holds them to the standards set out in these terms and our policies. You should be aware that:

• Initial verification is not an ongoing criminal background check
• We supervise work to our published standards, but we cannot guarantee a job will be free of error
• Where a job falls short, our obligation is to put it right under Section 7

You must still take the ordinary precautions set out in Section 9.3, including securing valuables and disclosing hazards.

3. Booking and Confirmation

3.1 How to Book You may book services through our customer portal at portal.surfstride.co.za, 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 or cancellation. If the work turns out to be materially different from what you booked, we will stop and requote before doing anything beyond the original scope. We never charge you more than the price you accepted without agreeing it with you first.

3.3 Property Access You must ensure our team has safe and reasonable access to your property at the scheduled time. If our team arrives and cannot gain access, the booking is treated as a cancellation on less than 2 hours' notice under Section 5.1.

3.4 How and When the Service Is Delivered SurfStride supplies services performed in person at your property. Nothing is shipped to you and there is no physical product to deliver or return.

• Where we work: Somerset West, Strand, Gordons Bay, and the wider Helderberg. We will tell you before you book if your address falls outside our service area.
• When we work: The date and time window are agreed when you book and confirmed to you in writing.
• Arrival: Our team aims to arrive within 15 minutes either side of the agreed time. If we are running later than that, we contact you.
• Completion: Once-off jobs are completed in a single visit unless your quote says otherwise. Larger quoted jobs state the expected duration in the quote.
• If we cannot attend: We contact you as soon as we know. Sections 5.3 and 5.4 set out your options.

4. Pricing and Payment

4.1 Pricing Current prices for every service are published on our customer portal at portal.surfstride.co.za. You do not need an account to view them. Starting prices range from R300 to R1 500 depending on the service, and each service page shows its own starting price.

All prices are quoted and charged in South African Rand (ZAR). The price shown or quoted is the total amount payable. We are not currently registered for VAT, so no VAT is added.

Some larger jobs (for example painting, listing preparation, and property care management) are quoted individually after we assess the work. You receive a written quote and the price is fixed once you accept it.

Published prices may change, but a price is locked once you have accepted a quote or confirmed a booking. Recurring plans lock pricing for the plan term (see Section 5.5).

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.

4.2 Minimum Job Value The starting price shown for each service on the portal is the minimum for that service. There is no single minimum across all bookings.

4.3 Payment Methods Payment is accepted by:

• Card payment (Visa and Mastercard) processed securely through a PCI DSS compliant South African payment gateway. SurfStride never sees or stores your full card number.
• Bank transfer (EFT) to the SurfStride business account
• Recurring card payment for subscription plans, managed through the customer portal

All card transactions are protected by 3D Secure, as required by the Payments Association of South Africa.

4.4 Payment Timing

All work is charged on completion. SurfStride does not ask for payment before a job is done, and we do not take deposits.

• Once-off jobs: When the job is finished we send you an invoice and a secure payment link.
• Quoted jobs: The same applies to larger quoted work such as painting. We carry the cost of materials and invoice you once the work is complete.
• Recurring plans: Charged on the billing date set out in your subscription agreement.

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 interest of 2% per month on the outstanding amount, in line with the maximum permitted for incidental credit agreements under the National Credit Act
• Refer the account to a debt collection agency at your cost

4.6 Refunds See Section 5 (Cancellation and Refunds) for when you are entitled to a refund and how it is paid.

5. Cancellation and Refunds

5.1 Cancellation by Customer You may cancel a booking at any time. What you owe depends on how much notice you give:

• More than 24 hours' notice: No cancellation fee
• Less than 24 hours' notice: 50% of the job cost
• Less than 2 hours' notice, no-show, or no access on arrival: The full job cost

Because we charge on completion, there is usually nothing to refund. You receive an invoice for the cancellation fee, or no invoice at all if you gave more than 24 hours' notice. Where you had already paid, for example on a recurring plan billed in advance, the balance is refunded to your original payment method under Section 5.6.

The cancellation fee covers the travel and the booking slot we cannot fill at short notice. If you are owed money back and would rather keep it on your account as credit toward a future booking, tell us and we will do that. Credit is always your choice, never the default.

5.2 Cooling Off on Electronic Transactions Where you booked and paid online, section 44 of the Electronic Communications and Transactions Act gives you 7 days to cancel without giving a reason, provided the service has not yet been performed. In that case you receive a full refund with no cancellation fee, paid within 30 days of your cancellation.

5.3 Team Unavailability If the team assigned to your job becomes unavailable, SurfStride will contact you as soon as possible and offer:

• 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 you prefer.

5.4 Cancellation by SurfStride SurfStride may cancel a booking without a cancellation fee if:

• You provide inaccurate or incomplete information that prevents service delivery
• Unforeseen circumstances (for example severe weather or an emergency) make service impossible
• We are unable to safely perform the work

Where we cancel for any of these reasons and you have already paid, you receive a full refund of that payment, or a rescheduled booking if you prefer.

5.5 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. Nothing in a recurring plan limits your right under section 14 of the Consumer Protection Act to cancel a fixed-term agreement on 20 business days' written notice.

5.6 How Refunds Are Paid Approved refunds are paid to the original payment method used for the booking. Card refunds are processed within 5 to 10 business days of approval, though the time it takes to appear on your statement depends on your bank. EFT payments are refunded to the account the payment came from. We do not charge a fee to process a refund.

If you would prefer account credit instead of a refund, we will apply it within 5 to 7 business days and it can be used toward any future service.

6. Liability and Indemnity

6.1 Property Damage If our team negligently damages your property during service delivery, SurfStride is responsible for putting it right. We will investigate and resolve the claim with you directly; you do not need to pursue the individual who performed the work. However:

• You are responsible for informing us of hazards or fragile items on your property
• SurfStride is not liable for damage to items not disclosed and not clearly visible
• Damage claims must be reported in writing within 48 hours

6.2 Personal Injury SurfStride is responsible for the safety of its own team while they are working at your property, and carries that responsibility rather than passing it to you. You remain responsible for ensuring your property is safe for both our team and your occupants, and you may be liable for injury caused by a hazard you failed to disclose.

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
• Delays or inability to provide service due to circumstances beyond our control

Nothing in this section limits our responsibility for the work itself, or for the conduct of our team, as set out in Sections 6.1, 6.2, and 7.

Nor does it limit any liability that South African law does not allow us to limit. That includes liability for gross negligence, for death or personal injury caused by our negligence, and for our obligations to you under the Protection of Personal Information Act.

6.4 Indemnity You agree to indemnify and hold SurfStride harmless from any claim, damage, or cost (including legal fees) arising from:

• Your misuse of the Service
• Your failure to provide safe access to your property
• Your failure to disclose hazards or safety concerns

7. Service Quality and Disputes

7.1 Quality Standards SurfStride sets and enforces the quality standards for all services we provide. If you are unsatisfied with work quality, contact us within 48 hours with specific details.

7.2 Remedies Section 54 of the Consumer Protection Act gives you the right to choose your remedy where services are not performed to a reasonable standard. If we confirm that work is below standard, you may choose either:

• A re-visit at no charge to correct the issue, or
• A refund of a reasonable portion of the price paid, refunded to your original payment method

You may take account credit instead of a refund if you prefer. We will tell you which remedy we recommend, but the choice is yours.

7.3 Conduct Complaints Complaints regarding conduct, respect, or safety should be reported immediately to SurfStride. We will investigate and may:

• Remove the team member from your job or from SurfStride entirely
• Require the work to be re-done at our cost
• Refund the job in full to your original payment method

Complaints about the standard of workmanship (e.g., "was the painting done well?") are handled by SurfStride under Section 7.2. You raise them with us, not with the individual who did the work.

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 brief the team attending your property
• 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 SurfStride team members assigned to your job, and only so far as they need it to complete the work. We also use a small number of service providers who process data on our behalf, such as our payment gateway, hosting and website analytics providers. They act on our instructions and may not use your data for their own purposes. The full list is in our Privacy Policy. We never sell your personal data.

8.3 Data Security SurfStride uses industry-standard encryption and security measures to protect your personal information, and we take responsibility for safeguarding it as required by the Protection of Personal Information Act. No online system can be guaranteed completely secure, but that does not reduce our obligations to you. If a breach affects your personal information, we will notify you and the Information Regulator as the Act requires.

8.4 Full Privacy Policy See our Privacy Policy for complete details on data handling, retention, and your rights.

9. Team Conduct and Safety

9.1 Acceptable Conduct SurfStride requires every team member to behave professionally and respectfully, and we hold them to it. 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 team member behaves inappropriately, contact SurfStride immediately with details. We will investigate and may:

• Suspend or remove the team member
• Refund the job to your original payment method
• Report to authorities if warranted (e.g., theft)

9.3 Confidentiality and Property Security Every SurfStride team member is bound by a written confidentiality undertaking covering anything they see or learn at your property. Breaching it is grounds for removal from our team.

That obligation does not remove your own responsibility to secure valuables and sensitive areas of your property. As a sensible precaution, do not leave cash, jewellery, confidential documents, medications, or other high-value items unattended during a job.

10. Use of the Website and Portal

10.1 Acceptable Use You agree not to:

• Use the Service for unlawful purposes
• Harass, threaten, or abuse SurfStride team members or staff
• Misrepresent information in bookings
• Interfere with the website, the customer portal, or our systems
• Solicit SurfStride team members to perform work outside of SurfStride, or otherwise attempt to circumvent payment through SurfStride

10.2 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.

10.3 Content and Reviews Reviews and testimonials you leave for SurfStride must be honest and factual. We reserve the right to remove abusive, false, or defamatory content.

11. Intellectual Property

All content on the SurfStride website and customer portal, including logos, text, images, and designs, is the property of SurfStride or its licensors. You may not reproduce, modify, or distribute content without permission.

12. Changes to Terms

SurfStride may modify these Terms & Conditions at any time.

For material changes, we notify you by email at least 14 days before they take effect, and they apply from that date. Minor changes, such as fixing a typo or clarifying wording that does not affect your rights, take effect when posted to the website.

A booking you have already confirmed is governed by the terms in force at the time you booked it. Continued use of the Service after a change takes effect constitutes acceptance of the modified terms.

13. Dispute Resolution

13.1 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.

13.2 Escalation If informal resolution fails, either party may escalate to mediation or, if necessary, to the South African courts.

13.3 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.

14. Contact Information

For inquiries, disputes, or concerns:

• SurfStride (Pty) Ltd
• Registration number: 2026/433687/07
• Registered address: 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

For data protection and privacy requests, contact our Information Officer, Rikard Jannes Schouwstra, at info@surfstride.co.za.

15. Summary for Customers

You should know:

• SurfStride provides the service and is responsible for the work; your contract is with us, not with the person who arrives
• Prices for every service are published on our customer portal, in Rand, with no VAT added and no account needed to view them
• You book on the portal, on WhatsApp, or by phone; cancellation fees apply if you cancel with less than 24 hours' notice
• All work is paid on completion, never upfront, and we do not take deposits. Card payments go through a secure payment gateway and we never see your card number
• If you are owed money back, it goes to the card or account you paid from. Account credit is available if you would rather have it, but it is your choice
• If work is below standard, you choose between a free re-visit and a refund of a fair portion of the price
• If our team negligently damages your property, report it within 48 hours and we will put it right; you're responsible for disclosing hazards
• Report quality issues or misconduct to us within 48 hours; you never have to take it up with an individual team member
• Every team member is bound by a written confidentiality undertaking
• Your personal data is protected under POPIA and shared only with the team assigned to your job and the providers listed in our Privacy Policy

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.