1. About FIX IT and Empowr
FIX IT is a South African digital marketplace operated by Empowr (Pty) Ltd (registration and contact details available at /contact). FIX IT connects Customers who need trade and emergency services (plumbing, electrical, locksmith, mechanic, towing and related categories) with independent verified service Providers. Empowr is the operator of the platform. Empowr is not the employer of any Provider and does not itself perform trade work.
2. Defined terms
Customer — a user who books a service. Provider — a verified independent contractor who receives Job invitations and performs services. Job Card — the record of a specific booking and its lifecycle. Quote — a Provider's priced proposal for a Job. Completion Report — the Provider's record that work is finished. Wallet — the Customer's saved payment methods and payment history. Builder Points — the non-monetary loyalty and reputation signal used on the platform. Felix — the in-app AI concierge (see the AI Transparency Statement).
3. Eligibility and accounts
You must be 18 or older and legally able to contract in the Republic of South Africa. You must provide accurate information, keep your credentials secure and complete identity verification where required. Empowr may refuse, suspend or terminate accounts for safety, compliance, fraud or breach of these Terms.
4. The service workflow
A typical Job progresses through: booking, Provider invitation and acceptance, Quote submission, Customer Quote approval, trip tracking (trip started, arrived on site, work started, work completed), Completion Report, Customer sign-off, invoicing, payment through the Wallet, receipt, and ratings and reviews. Emergency requests follow the same lifecycle with expedited dispatch. Detailed workflow descriptions are set out in the Customer Agreement and Provider Agreement.
5. Payments, platform fees and Provider payouts
Customer payments are processed through FIX IT using our payment services provider (Paystack). Empowr collects the invoice amount from the Customer, retains the platform & protection fee disclosed at Quote approval, and settles the net amount to the Provider after Customer sign-off. This arrangement provides payment protection to Customers but is not a regulated banking escrow service. Refunds, cancellations, disputes and payouts are handled in accordance with the Refund Policy, Cancellation Policy and Provider Agreement.
6. Customer and Provider obligations
Customers must provide accurate job information, provide safe site access, approve or decline Quotes in good faith and complete sign-off honestly. Providers must maintain valid qualifications, insurance and statutory registrations, honour approved Quotes, and submit accurate Completion Reports. Full obligations are set out in the Customer Agreement and Provider Agreement.
7. Notifications, Inbox and Felix AI
The platform sends transactional notifications (in-app, email and, where enabled, push) that are essential for Job execution and cannot be disabled. Marketing notifications are opt-in. Felix is an AI concierge; its scope, limitations and human-in-the-loop controls are described in the AI Transparency Statement.
8. Builder Points
Builder Points are a non-monetary loyalty and reputation signal. They have no cash value, cannot be redeemed for currency, are non-transferable and may be adjusted or expired in accordance with the programme rules published in-app.
9. Acceptable use, disputes and suspension
Use of the platform is subject to our Acceptable Use Policy and Community Guidelines. Disputes are handled through the in-app dispute workflow; payment may be held while a dispute is investigated.
10. Intellectual property
All FIX IT software, brand assets and documentation are the property of Empowr (Pty) Ltd or its licensors. See the Copyright Notice and Trademark Notice.
11. Consumer rights and applicable law
Nothing in these Terms limits rights that apply to you under South African law, including the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, the Protection of Personal Information Act, 4 of 2013 (POPIA), the Cybercrimes Act, 19 of 2020, the Copyright Act, 98 of 1978, and the Trade Marks Act, 194 of 1993. These Terms are governed by the laws of the Republic of South Africa. Disputes are subject to the non-exclusive jurisdiction of the South African courts.
12. Liability
To the maximum extent permitted by law, Empowr's liability arising out of or in connection with the platform is limited to direct damages actually suffered and, in aggregate, to the platform fees paid by the Customer in the three months preceding the event giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded under South African law.
13. Changes
Empowr may update these Terms. Material changes will be notified in-app or by email at least 14 days before they take effect, except where a shorter period is required by law or to address a security or compliance issue.
14. Contact
Legal: legal@empowr.co.za. Support: /support.
Last updated: placeholder. Final version pending legal review by EMPOWR (Pty) Ltd.