Escrow & Payments

This page explains how payments, booking fees, and escrow work on the Find My Helper platform.

Find My Helper uses a secure third-party payment provider to process payments and hold funds in escrow until the correct booking outcome is reached.

This payment model is designed to protect both Customers and Providers by creating a structured and transparent payment flow.

Effective date: 15 March 2026

---

1. How Payments Work

When a Customer submits a booking request through the Platform, payment is made at the time the request is placed.

The booking payment is made up of:

• Service Amount – the amount charged by the Provider for the booked service
• Booking Fee – the platform service fee charged by Find My Helper

These amounts are processed securely through an independent third-party payment provider.

2. What Escrow Means

Escrow means that funds are held securely by the payment provider instead of being released immediately when payment is made.

This protects both sides of the booking:

• Customers are protected because funds are not released before the booking reaches the correct stage
• Providers are protected because payment is secured once a valid booking has been paid

Find My Helper does not hold customer card details directly and does not operate as a bank or financial institution.

3. When Funds Are Held

After payment is made, the Service Amount and Booking Fee are held in escrow while the booking is awaiting acceptance or completion, depending on the booking status.

During this period, the funds are secured and tracked through the Platform.

4. When Funds Are Refunded

Funds may be refunded in full or in part depending on what happens to the booking.

A full Service Amount refund generally applies when:

• The Provider declines the booking
• The Provider does not respond and the booking expires
• The Customer cancels before the Provider accepts the booking
• The Customer cancels after the Provider has accepted the booking

In these cases, the Service Amount will be refunded while the Booking Fee may be retained by Find My Helper.

5. When Funds Are Released

Once the booked service has been completed and the Customer confirms completion in the Platform, escrow funds are released.

At that stage:

• The Provider receives the Service Amount
• Find My Helper receives the Booking Fee

If a Customer does not confirm completion within the defined period after the job, the Platform may automatically release the funds according to the booking rules.

6. Booking Fee Structure

Find My Helper charges a Booking Fee for each completed booking.

The current fee structure is:

• R0 – R599 → R49 fixed fee
• R600 – R999 → 10%
• R1000 and above → 14%

This Booking Fee is part of the total amount paid by the Customer at the time of booking.

7. Payment Security

All payments are processed using a secure third-party payment provider.

Find My Helper does not store or process payment card details directly.

Payment processing, escrow handling, refunds, and releases are managed through the integrated payment infrastructure used by the Platform.

8. Payment Processing Times

Refunds and payment releases depend on the processing times of the third-party payment provider and the Customer’s or Provider’s bank.

Although refunds may be initiated immediately in the Platform, it can take several business days for funds to appear in the relevant account.

9. Provider Payouts

Providers receive payment only after the booking has reached the correct release stage.

To receive payouts, Providers will be required to complete the payout onboarding process with the payment provider.

Find My Helper does not store provider banking details directly where these are managed by the third-party payment provider.

10. Failed or Interrupted Payments

If a payment fails, is cancelled, or is interrupted before completion, the booking will not be treated as successfully paid until the payment provider confirms the transaction.

Customers may need to retry payment if the original transaction does not complete successfully.

11. Disputes and Payment Reviews

Find My Helper may review payment-related issues, suspicious activity, or possible misuse of the Platform where necessary.

The Platform reserves the right to delay or restrict payment actions where fraud prevention, platform safety, or legal compliance requires further review.

12. Contact Information