Service Fulfilment Policy

Thrive Up is a marketplace. We connect clients with independent service professionals. We are not the direct provider of the service, and professionals are not our employees. The professional is responsible for performing the accepted service with reasonable care and skill.

The quotation the client accepts sets out the service, scope of work, what is included and excluded, labour, materials, travel, total price, dates and cancellation conditions. This is the agreed scope of the booking.

• Give an accurate address, access details and clear instructions.
• Make sure someone is available to give access at the agreed time.
• Tell the professional about any safety risks, pets or restrictions at the property.

• Arrive at the agreed time, or tell the client in the app as soon as you know you will be late.
• Perform only the work in the accepted quotation unless a change is approved.
• Use the materials disclosed in the quotation.
• Upload completion evidence, such as after photos and a short summary of the work done.

Changes to the scope of work must be agreed in writing in the app before the extra work starts. A professional may not add any additional charge without the client’s approval. Work done without approval may not be paid for.

If weather, illness, supplier delays, safety risks or other circumstances outside a party’s control affect the booking, that party must tell the other in the app as soon as possible and propose a new time. Either party may then cancel under the Cancellation, Refund and Dispute Policy.

When the work is finished, the professional marks the booking complete and uploads evidence. The client should inspect the work promptly and either confirm completion, ask for corrections or open a dispute.

A completion confirmation records the outcome of the service on Thrive Up. It does not take away any rights you have under the Consumer Protection Act or other law.

If there is a problem, Thrive Up may review the quotation, messages, photos and other evidence to help resolve it. Because we are not the direct service provider, our role is to review the evidence and apply our policies fairly.

Keep bookings, messages, changes and payments on Thrive Up. Records kept in the app are the evidence used if there is a dispute.

• Thrive Up, a division of AO CREATIVES (PTY) LTD (CIPC 2024/669030/07)
• Address: G177 Tshelimnyama Ngoje Crescent, Pinetown, KwaZulu-Natal, 3610, South Africa
• Support: support@thriveup.co.za · 084 615 1771
• Privacy and information requests: private@thriveup.co.za