Terms of Service

1. Acceptance of Agreement

By accessing or using the Trakr mobile application and website, you agree to be bound by these Terms of Service. If you do not agree, you may not use the platform. These terms constitute a legally binding agreement between you and Trakr (Pty) Ltd.

2. Nature of the Services

Trakr provides a technology platform that connects independent third-party service providers ("Professionals") with users seeking services ("Customers").

3. Payments, Customer Wallet & Tip System

To protect both parties, Trakr operates a transparent payment and wallet structure:

• Upfront Request Fee: A dynamic upfront fee (Standard or Urgent/Emergency) is deducted upon creating a service request. This fee queries directly from the database and guarantees technician dispatch.
• Customer Wallet (Store Credit): Customer refunds and credits are credited directly to the Customer's Trakr Wallet as in-app store credit (Uber Eats model). Funds in the Customer Wallet can be used for future bookings and request fees whenever the balance covers the fee. Customer wallet balances are non-withdrawable to external bank accounts. External bank EFT payouts are reserved strictly for registered Service Providers.
• 100% Tips Directly to Providers: Customers have the option to rate and tip their Service Provider upon job completion. Trakr takes 0% platform commission on tips — 100% of the customer tip is deposited immediately into the Service Provider's Wallet.
• Escrow Protection: Funds are released to the Professional only when the Customer verifies completion with their secure Start PIN and proof of work is submitted.

4. Cancellation and Refund Policy

Cancellations affect the schedule and livelihood of our independent Service Providers. The following standardized rules govern all request cancellations and refunds:

• Cancellation within 5 Minutes (Grace Period): If a Customer cancels a service request within 5 minutes of booking, a 100% full refund of the request fee is credited immediately to their Customer Trakr Wallet as store credit.
• Unassigned Requests in Open Pool: If a Customer cancels a request while it is still waiting in the open pool (no service provider has accepted or been assigned), a 100% full refund is credited immediately to their Customer Trakr Wallet.
• 20-Minute Pool SLA Timeout: If an open service request is not accepted by any service provider within 20 minutes, Trakr automatically expires the request, notifies the Customer, and credits a 100% full refund to the Customer's Trakr Wallet.
• Cancellation after 5 Minutes with Assigned Provider (50/50 Split): If a Customer cancels more than 5 minutes after creation and a Service Provider has accepted or been assigned, a 50/50 compensation split applies: 50% of the request fee is refunded to the Customer's Trakr Wallet, and 50% is credited directly to the assigned Service Provider's Wallet to compensate for their travel preparation, vehicle readiness, and lost time. In-app notifications are sent to both parties.
• Provider Cancellations (Release to Pool): Service Providers cannot permanently cancel or delete a customer request. When a provider cancels, the job is returned to the open pool for another available provider, and the customer is notified.

5. User Conduct

Users must provide accurate information. Fraudulent activity, including bypass attempts (trying to pay a Professional outside of the Trakr app), will result in immediate account termination.

6. Limitation of Liability

To the maximum extent permitted by South African law (including the Consumer Protection Act), Trakr shall not be liable for any indirect, incidental, or consequential damages arising out of the work performed by Professionals.

While we vet Pros, we recommend Customers secure valuables and supervise any third-party working on their premises.