Terms of Service

1. Introduction

HatGo Services (“HatGo”, “we”, “us”, “our”) operates hatgoservices.co.za, an on-demand campus marketplace serving Hatfield, Pretoria. HatGo connects customers with independent service providers, partner shops, and independent runners who deliver products and services.

These Terms of Service (“Terms”) govern your use of the HatGo platform, including the website, mobile applications, order entry tools, and related services.

By creating an account, placing an order, booking services, or otherwise using the platform, you agree to be legally bound by these Terms.

If you do not agree, do not use the platform.

2. Definitions and Interpretations

In these Terms, except where the context otherwise requires:

• “Customer” means a user of the HatGo platform who orders services or goods.
• “HatGo” means the HatGo platform and its managing entity.
• “Merchant of Record” means that HatGo receives, holds, and disburses funds between Customers and Providers.
• “Provider” means an independent service supplier, shop, or runner offering goods or services via HatGo.
• “POPIA” means the Protection of Personal Information Act 4 of 2013.
• “CPA” means the Consumer Protection Act 68 of 2008.
• Account: a registered user profile on HatGo.
• Booking: a scheduled service order placed via the platform.
• Completion: confirmation that a Booking or Order has been fulfilled or delivered.
• Kiosk Order: an on-demand, immediate order placed through the kiosk or instant ordering function.
• Partner Shop: a shop or business offering goods through HatGo.
• Runner: an independent individual or business providing collection, delivery, or courier services.
• Service Fee: any platform fee, commission, or markup charged by HatGo, disclosed at checkout.
• Verification: processes required by HatGo to confirm identity, eligibility, bank account details, or professional qualification.
• Headings are for convenience only and do not affect interpretation.

3. Account Eligibility, Verification and Approval

• You must be at least 18 years old or otherwise legally competent under South African law to form binding contracts.
• To register as a Provider or Runner, you must submit accurate personal and bank account information as required.
• Providers and Runners undergo manual identity verification by HatGo personnel, including review of submitted identity documents and liveness images.
• Approval and verification are separate steps: Providers may list and undertake bookings prior to verification but cannot receive payments or be assigned deliveries until verified.
• Customers must provide accurate information and are responsible for maintaining secure account credentials.
• You are responsible for all activity on your Account and must protect your login credentials.
• HatGo may suspend or terminate Accounts if information is false, misleading, incomplete, or in breach of these Terms.

4. Platform Role

• HatGo operates as an online marketplace and merchant of record with payment settlement and customer service functions, without guaranteeing third-party performance.
• HatGo does not itself supply any goods or services, and is not the employer, agent, or partner of Providers, Shops, or Runners unless explicitly stated in writing.
• HatGo’s acceptance of payment does not create any warranty or representation about the conduct or service quality of third parties.

5. Payment and Settlement

• HatGo is the merchant of record for all transactions on the platform.
• Payments are currently collected by manual Electronic Funds Transfer (EFT) from Customers into HatGo’s own bank account.
• HatGo records corresponding obligations internally but does not physically move funds except through manual EFT settlement to Providers, Shops, or Runners on a weekly batch basis.
• No third-party payment gateway or escrow account is used or integrated.
• Upon service completion—confirmed by both parties or by expiry of a 24-hour confirmation window—HatGo records settlement obligations.
• Automated or integrated payout services may be introduced in the future; currently, all financial processes are manual.
• Customer funds held by HatGo are not held in escrow.
• HatGo discloses all applicable Service Fees, commissions, and markups prior to payment confirmation.
• Payments and settlements may be withheld where disputes, fraud suspicion, chargebacks, or verification issues arise, pending resolution.

6. Orders, Bookings, and Acceptance

• Orders and Bookings must be placed through HatGo’s platform and comply with all applicable service terms and operating hours.
• Providers, Partner Shops, and Runners may accept, reject, or delay acceptance of orders based on availability, verification status, and operational factors.
• A binding contract for the supply of goods or services exists directly between the Customer and the relevant Provider, Partner Shop, or Runner upon order acceptance.
• HatGo may cancel or refuse to accept any order where:
  • service coverage is unavailable;
  • Customer or provider verification is incomplete;
  • payment has not cleared;
  • fraud, misuse, or suspicious activity is detected;
  • orders cannot be fulfilled within prescribed service hours;
  • fulfilment would be unlawful, unsafe, or impractical.

7. Service Hours and Coverage

• The availability of Kiosk Orders and live service depends on operational hours and Runner coverage, currently Monday to Friday, 09:00 to 19:00.
• Orders may only be placed and accepted within these hours and within the platform’s active delivery coverage area.
• HatGo may pause Kiosk checkout or cancel unfulfillable orders due to lack of Runner availability.

8. Completion and Auto-confirmation

• An order is considered completed when:
  • the Customer confirms completion;
  • the Provider, Partner Shop, or Runner confirms completion;
  • HatGo reviews and confirms completion based on platform data and proof; or
  • the auto-confirmation period (typically 24 hours) expires without dispute.
• Completion determinations may rely on photographs, delivery codes, timestamps, messages, platform logs, and other immutable data.

9. Consumer Rights: Cancellation, Refunds and Reschedules

• These policies operate subject to the Consumer Protection Act and other applicable law. No rights guaranteed by law may be waived or limited.
• Customers pay up front for services or goods expected within short delivery windows (e.g., approximately 20 minutes).
• Customers cannot self-initiate cancellations or refunds; cancellations and refunds are handled solely by HatGo in accordance with internal policies and applicable law.
• Kiosk orders operate Monday to Friday, 09:00 to 19:00, and accept orders only when Runner coverage is available; failure to secure a Runner results in cancellation and full refund.
• Cancellation and refund rights comply with CPA provisions, recognizing the nature and urgency of orders; where CPA requires it, HatGo provides remedies including refunds if Runner coverage is unavailable or in case of material breach by Providers.
• For Bookings:
  • Cancellation before acceptance by the Provider: full refund.
  • Cancellation more than 24 hours prior to the scheduled service time: full refund.
  • Cancellation within 24 hours prior: partial refund minus a cancellation fee disclosed at booking.
  • No-show: non-refundable if the Provider/Retailer was ready and available to perform.
• Cancellation after order processing has begun may be refused where preparation, collection, or dispatch is underway, subject to CPA rights.
• Reschedules may be permitted per booking at HatGo’s discretion but are not self-service.
• Refunds will be processed promptly upon approval but may be subject to banking system delays.

10. Customer Obligations

• You agree to provide accurate delivery, booking, and contact details.
• You must be available at agreed times and locations to receive services or goods.
• You must cooperate fairly in verification, delivery, and booking completion procedures.
• You must promptly inspect received services or goods and report disputes transparently.
• You must not abuse cancellation, refund, or dispute provisions.

11. Provider, Runner, and Partner Shop Obligations

• Must provide accurate, lawful information and maintain valid licensing or professional credentials where required.
• Comply with all verification requirements before receiving orders or payments, including identity, banking, and professional screening as required.
• Deliver services and goods with reasonable care, skill, and compliance with law.
• Not engage in conduct detrimental to Customers or HatGo platform integrity.

12. Acceptable Use

• Users must use HatGo services lawfully and refrain from conduct that disrupts platform operation, breaches law or these Terms.
• Prohibited conduct includes but is not limited to:
  • Use of the platform for unlawful, fraudulent, or abusive purposes;
  • Attempting to bypass payment, verification, or settlement steps;
  • Uploading harmful or inappropriate content;
  • Interfering with the service availability or infrastructure.
• HatGo reserves the right to suspend or terminate accounts for violations.

13. Dispute Resolution

• Disputes regarding orders or deliveries shall be reported to HatGo promptly.
• HatGo will investigate disputes using records including immutable line-item histories, photographic and code-based handover proofs.
• Evidence rules and procedures are established by HatGo and may be updated; Users must comply with reasonable requests for information.
• Final resolution rests with HatGo’s review team; judgments are binding subject to applicable law.
• Dispute decisions do not limit your rights to escalate complaints to courts, regulators, or consumer protection bodies.

14. Privacy and Data Protection

• HatGo processes personal information in accordance with its Privacy Policy, which forms part of these Terms.
• Personal data collected includes identity documents, liveness images, banking details, transaction data, and communication records.
• Verification data is manually reviewed and securely stored by HatGo, with strict access controls.
• Retention of financial and verification records complies with applicable tax, accounting, and legal requirements.

15. Intellectual Property

• All platform content — including software, designs, logos, and text — is owned or licensed by HatGo.
• You may not copy, modify, distribute, or use any content without prior written consent except as permitted by law.

16. Limitation of Liability

• HatGo operates as an online marketplace platform facilitating connections and transactions between Customers and Providers.
• While HatGo holds funds and controls payment settlement, it does not guarantee performance or services offered by Providers, Shops, or Runners.
• HatGo’s liability shall be limited to losses directly caused by its own gross negligence or wilful misconduct.
• HatGo shall not be liable for indirect, incidental, consequential, or special damages arising from the use of the platform or services provided by Providers.
• This limitation applies to all claims, including breach of contract, delict (tort), or statutory claims under the CPA, except where prohibited by law.
• Nothing in these Terms limits non-waivable rights under South African consumer protection legislation.

17. Indemnity

You indemnify HatGo against all claims, losses, liabilities, damages, costs, or expenses arising from:

• Your breach of these Terms.
• Your misuse or unlawful use of the platform.
• Your violation of law or third-party rights.

18. Suspension and Termination

• HatGo may suspend or terminate Accounts immediately for:
  • Breach of these Terms.
  • Fraud or misconduct.
  • Payment reversals or unlawful activity.
  • Legal or regulatory requirement.
  • Security or operational risks.
• Termination does not affect accrued rights or obligations.

19. Changes to these Terms

• HatGo may update these Terms from time to time.
• Material changes will be notified before they take effect, where reasonably practical.
• Continued use of the platform after changes constitutes acceptance.

20. User Communications and Notices

• Communications relating to the platform and these Terms will be made via email or within the platform dashboard.
• Users must keep their contact details current.
• Notices shall be effective upon receipt in the ordinary course.

21. Governing Law and Jurisdiction

• These Terms and any disputes arising therefrom shall be governed by and construed in accordance with the laws of the Republic of South Africa.
• The parties submit to the non-exclusive jurisdiction of the South African courts.

22. Force Majeure

• HatGo shall not be liable for failing or delaying performance due to causes beyond its reasonable control, including but not limited to acts of God, strikes, government actions, or technical failures.
• HatGo will inform affected Users of such events and resume services as soon as practicable.

23. Fraud Prevention and Monitoring

• HatGo implements reasonable measures to detect and prevent fraudulent activities.
• Users agree to notify HatGo immediately of any suspected or actual unauthorized use of their account.
• HatGo reserves the right to suspend or cancel suspicious accounts and transactions.
• Abuse of payment reversal or chargeback rights may result in legal action.

24. Record Keeping and Audit Logs

• HatGo maintains manual and electronic financial records consistent with applicable law and internal policies to enable reconciliation and audit.
• Audit logging is limited to currently implemented manual transaction records and delivery confirmation data; no system-generated automated audit trail beyond existing operational records is maintained.
• Tracking of deliveries is limited to photographic handover evidence and delivery codes as currently implemented; more extensive tracking is not provided.

25. Version Control and Acceptance Recording

• Each user’s acceptance of these Terms shall be recorded in the system against a specific version identifier and timestamp.
• No prior versions shall apply once a new version is accepted.
• HatGo records user acceptance of these Terms at Account creation and upon material updates.
• Version timestamps and user consent logs are maintained for evidentiary purposes.

26. Contact

Questions or concerns regarding these Terms may be directed to team@hatgoservices.co.za.