Trust & Safety
Verified providers. Protected payments. POPIA-first privacy. A clear dispute process. This is what 'we show up' means in practice.
Verification
Every provider submits a government-issued ID document and a live selfie check. IDs are cross-checked against Home Affairs records where lawful, and their masked identity number is stored in a protected vault — never shown to customers.
Providers upload a valid SAPS Police Clearance Certificate. We track issue and expiry dates and prompt renewal before it lapses.
Providers must hold public liability and, where relevant, trade-specific insurance (e.g. plumbing, electrical). Cover certificates are validated and monitored for expiry.
Trade certificates are verified against the relevant authority: PIRB for plumbing, ECB / Department of Employment & Labour for electrical, SAQCC for gas, LSCA for locksmithing. Providers cannot receive jobs for a trade until the certificate is verified.
Where a provider employs staff, we require a valid Letter of Good Standing under the Compensation for Occupational Injuries and Diseases Act.
Payments
Every job you book on FIX IT is covered by our payment-protection model. Funds are only released to the provider after work is confirmed complete and any dispute window has passed.
When your quote is approved, the amount is authorised on your card. FIX IT holds the funds while work is in progress. On completion, we release the provider's share and retain the transparent platform & protection fee. Cancellations and refunds follow the cancellation rules that applied at the time of your job.
We monitor for stolen-card use, provider self-booking, review manipulation and identity reuse. Suspicious activity is held for human review by our Risk & Safety team before any payout is released.
Safety
Verify the arriving provider's name, photo and badge in the app before opening the door. Keep the in-app chat open. Never share your phone number, bank details or PIN — no genuine FIX IT provider or team member will ever ask for them.
For any threat to life, safety or property, call 10111 (SAPS) or 10177 (ambulance). Use the in-app SOS from an active job to alert our Risk & Safety team at the same time.
Respect, honesty and safety come first. Discrimination, harassment, threats and off-platform payment attempts are not tolerated and result in removal from FIX IT. See our Community Guidelines for the full policy.
Report any incident — safety concern, damage, dishonesty, no-show or unsafe workmanship — through the in-app Report button on the job, or via /support. Every report is logged and reviewed by our Risk & Safety team.
Privacy
FIX IT is a responsible party under the Protection of Personal Information Act. We collect the minimum data required to run the service, we tell you why we collect it, and you can exercise your access, correction, objection and deletion rights through your account.
Personal information sits behind row-level security in our database. Sensitive documents live in protected storage with signed, time-limited URLs. Every administrator action is logged in an immutable audit trail. All traffic is encrypted in transit.
If something goes wrong, open a dispute from the job page. Payment is held until the dispute is resolved. Our Dispute team reviews evidence from both sides and issues a decision within the SLA published on /support.
