Legal

Terms & Conditions

Effective date: 30 May 2026  ·  OnStandby Technologies (Pty) Ltd  ·  Reg. No. 2026/371214/07

By creating an account or using the OnStandby platform, you agree to these Terms. Read them in full. If you do not agree, do not use the platform.

1. The Parties

OnStandby Technologies (Pty) Ltd ("OnStandby", "we", "us", "the platform") is a South African private company (Reg. No. 2026/371214/07) that operates an emergency dispatch and on-demand vendor marketplace.

"User" means any individual or entity that registers to request services through the platform.

"Vendor" means any verified service professional who registers to offer services through the platform.

"You" refers to the User, Vendor, or any person accessing the platform.

2. Eligibility

3. What OnStandby Is

OnStandby is a marketplace and technology platform. We connect users with independent vendors. We are not an employer of vendors, nor are we a service provider. Each vendor is an independent contractor operating their own business.

OnStandby does not guarantee the availability of any vendor, the outcome of any job, or the fitness of any service for any particular purpose. We provide the tools; the service relationship is between user and vendor.

We charge a platform fee of 8% per successful transaction. This fee is deducted from the vendor's payment and is disclosed publicly on onstandby.co.za.

4. Vendor Registration and Verification

Vendors must complete the OnStandby onboarding process, which includes:

Providing false information during registration is grounds for immediate and permanent suspension.

Vendors are responsible for maintaining the validity of their own certifications, licences, and insurance. OnStandby may request updated documents at any time and may suspend vendors whose credentials have lapsed.

5. The Job Lifecycle

5.1 Dispatch and Acceptance

When a user submits a service request, the platform dispatches it via wave-based matching to nearby available vendors. The assigned vendor has a limited window to accept. If a vendor does not accept within this window, the request escalates to the next match.

Acceptance of a job constitutes a binding commitment by the vendor to attend and perform the service.

5.2 Job Execution

Vendors must mark jobs as "in progress" when work begins. Upon completion, the vendor marks the job complete, which starts a 24-hour user confirmation window.

5.3 Confirmation and Auto-Confirmation

The user may confirm the job at any time after the vendor marks it complete. If the user does not confirm or raise a dispute within 24 hours, the job is automatically confirmed and payment is released. Users acknowledge this window and the consequences of inaction.

5.4 Cancellations

Jobs may be cancelled before work begins. Cancellations after a vendor has accepted may be subject to a cancellation fee as set by the vendor in their pricing configuration. Repeated cancellations by either party may result in account action.

6. Payments

6.1 Payment Processing

Payments are processed through two providers:

OnStandby's bank account is not used to hold or disburse transaction funds. The 8% platform fee is deducted from vendor proceeds via the payment provider before disbursement.

6.2 Vendor Payouts

Once a payment is released from escrow, vendors may request a payout. Payouts are processed via EFT to the vendor's registered bank account. OnStandby does not guarantee processing times beyond those of the banking system.

6.3 Refunds

Refunds are issued only where a dispute is resolved in the user's favour, or where OnStandby determines at its sole discretion that a refund is warranted. Platform fees are non-refundable once a transaction has been processed.

6.4 Quotes

Vendors may send structured quotes to users during an active job. A user's acceptance of a quote constitutes agreement to pay the quoted amount and may trigger a payment initiation.

7. Disputes

If a user believes a job was not completed satisfactorily, they may raise a dispute within the 24-hour confirmation window. Raising a dispute pauses the payment release.

OnStandby administrators will review the dispute, considering job records, messages, photos, and both parties' accounts. The administrator's decision is final and binding within the platform.

Possible outcomes: payment is released to the vendor (vendor wins) or a refund is issued to the user (user wins). Partial resolutions are at administrator discretion.

Disputes do not affect either party's right to pursue remedies through South African courts, but platform-level dispute resolution must be attempted first.

8. Ratings and Reviews

Both users and vendors may rate each other after a job is confirmed. Ratings are public (vendor ratings) or platform-visible (user ratings). All ratings must be honest and based on actual experience.

OnStandby does not remove ratings except where they contain prohibited content (hate speech, defamation, false factual claims). Rating manipulation — including self-rating, coordinated ratings, or coercing ratings — will result in suspension.

OnStandby does not offer paid placement, promoted listings, or any mechanism that prioritises vendors based on anything other than merit (rating, availability, proximity, and performance metrics).

9. Prohibited Conduct

The following are prohibited for all users and vendors:

Violation may result in immediate account suspension and, where applicable, referral to law enforcement.

10. Bookings

Vendors who enable the bookings feature may accept scheduled appointments through the platform. Bookings are subject to the vendor's published availability and pricing.

Users who book appointments are responsible for being available at the agreed time. Vendors who accept bookings are responsible for honouring them. No-shows by either party are subject to applicable cancellation fees.

11. Communications

All operational communication between users and vendors regarding a job must take place through the OnStandby in-app messaging system. This ensures that communications are available for dispute resolution. Off-platform communication does not form part of any OnStandby dispute record.

OnStandby may send you transactional notifications — job updates, payment confirmations, booking reminders — by push notification and email. These are necessary for platform operation and cannot be opted out of while your account is active.

12. Intellectual Property

The OnStandby platform, brand, design system, and technology are the property of OnStandby Technologies (Pty) Ltd. You are granted a limited, non-exclusive, non-transferable licence to use the platform for its intended purpose. You may not copy, reproduce, or create derivative works from any part of the platform.

Photos and documents you upload to the platform (as-built photos, certifications) remain your property. You grant OnStandby a limited licence to display and store them for the purposes of job and dispute records.

13. Limitation of Liability

To the fullest extent permitted by South African law, OnStandby's total liability to you for any claim arising from your use of the platform is limited to the transaction value of the job in question. OnStandby is not liable for indirect, consequential, or punitive damages.

OnStandby is not liable for the acts or omissions of vendors. Vendors are independent contractors. OnStandby does not warrant the quality, safety, or legality of any service delivered.

Nothing in these Terms limits liability that cannot be excluded under the Consumer Protection Act, 2008 or any other applicable South African legislation.

14. Account Suspension and Termination

OnStandby may suspend or terminate any account, with or without notice, for violation of these Terms, behaviour detrimental to the platform or its users, or for any other reason at our discretion.

You may close your account at any time by contacting support@onstandby.co.za. Outstanding payment obligations survive account closure.

15. Changes to These Terms

We may update these Terms as the platform evolves. Material changes will be communicated via the email address on your account at least 14 days before taking effect. Continued use of the platform after the effective date constitutes acceptance of the updated Terms.

16. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Any disputes arising from or relating to these Terms shall be subject to the jurisdiction of the courts of the Western Cape Division, High Court of South Africa.

17. Contact