1. Role of Empowr and FIX IT
FIX IT is a marketplace operated by Empowr (Pty) Ltd. Empowr connects you with independent verified Providers, hosts the Job Card, facilitates communications and processes your payment. Empowr is not the Provider and does not itself perform the trade work. The service contract for the work is between you and the Provider, subject to these platform rules.
2. Booking a service
You create a booking by submitting a service request (including category, address, description and any evidence photos). The platform then invites eligible Providers. When a Provider accepts, a Job Card is created and you can communicate through the in-app chat. For emergencies, dispatch is expedited but the same Job lifecycle applies.
3. Quotes and approval
The Provider submits a Quote showing labour, parts, call-out and the FIX IT platform & protection fee. You may approve, decline or request changes. Work only starts once you approve the Quote. A Provider may not increase an approved Quote without your written approval of a new version.
4. Trip tracking, work and Completion Report
The Job Card records trip started, arrived on site, work started and work completed events. When work is complete the Provider submits a Completion Report. You then complete Customer sign-off, confirming that the work matches the approved Quote.
5. Payment, Wallet and receipts
You pay through your FIX IT Wallet, which supports saved cards tokenised through Paystack and other payment methods offered in-app from time to time (for example OZOW, EFT with reference, and mobile wallets where available). When you approve the Quote the invoice amount may be authorised on your payment method. After Customer sign-off, Empowr collects the invoice amount and issues a payment receipt in-app. Card details are never stored on FIX IT systems.
6. Platform fees and Provider payouts
The FIX IT platform & protection fee is shown separately on the Quote before you approve. Empowr retains this fee and settles the net amount to the Provider after Customer sign-off. This arrangement is provided for your protection and to enable dispute handling; it is not a regulated banking escrow service.
7. Ratings, reviews and Builder Points
After sign-off you may rate the Provider and leave a review. Reviews must be truthful and comply with our Community Guidelines. Builder Points earned on your account are a non-monetary loyalty signal with no cash value.
8. Cancellations, refunds and warranty
Cancellation outcomes are set out in the Cancellation Policy, refund outcomes in the Refund Policy and workmanship warranty in the Warranty Policy.
9. Your obligations
Provide accurate information, safe access to the site, disclose known hazards, treat Providers with respect (see Community Guidelines), keep communications about active Jobs on the platform, and approve or dispute Completion Reports honestly.
10. Notifications and Felix
Transactional notifications about your Job are essential and cannot be disabled. Marketing notifications are opt-in. Felix, our AI concierge, may provide guidance in-app; the AI Transparency Statement explains its scope and human-in-the-loop safeguards.
11. Identity verification
For fraud prevention and safety, we may require identity or address verification before certain actions (for example higher-value payments or bookings at new addresses). Verification data is handled in accordance with the Privacy Policy.
12. Consumer rights
Nothing in this agreement limits your rights under the Consumer Protection Act, the Electronic Communications and Transactions Act, POPIA or the Cybercrimes Act. This agreement is governed by the laws of the Republic of South Africa.
Last updated: placeholder. Final version pending legal review by EMPOWR (Pty) Ltd.