Community and Safety Guidelines
Applies to: everyone who uses Like Magic: customers, the adults at a job, service providers and their team members. It forms part of the Customer Terms of Use and the Service Provider Agreement.
Status: Soft-launch version: applies from the day bookings open. Document 8 of 11 in the Like Magic legal set.
In short
- Treat everyone with respect. No discrimination, harassment, threats or violence, ever.
- Customers: check the provider's name and photo in the app when they arrive, and make sure an adult is home.
- Providers: do only work you are registered for, work safely, and photograph only the work.
- Pay and communicate only through the app.
- In an emergency call 10111 (police) or 112 from a cellphone, then tell us in the app.
This summary helps you find your way. The numbered clauses below are the actual guidelines.
Contents
1. Respect for everyone
1.1 Treat customers, providers, their team members and our staff with courtesy and respect.
1.2 Do not discriminate against anyone because of race, gender, sex, pregnancy, marital status, ethnic or social origin, colour, sexual orientation, age, disability, religion, conscience, belief, culture, language, birth, nationality or any other personal characteristic.
1.3 Providers may not refuse or cancel a job for a discriminatory reason. Customers may not ask for, or reject, a provider for a discriminatory reason.
2. Zero tolerance
2.1 We remove anyone from the platform who: uses or threatens violence; commits sexual misconduct or makes unwanted sexual comments or advances; harasses, stalks or intimidates anyone; steals; or damages property on purpose.
2.2 We report crimes to the South African Police Service (SAPS) where appropriate, and cooperate with the police.
3. Arriving at a job
3.1 The app shows the customer the provider's name, photo and vehicle before they arrive. Customers should check that the person who arrives is the person shown in the app. If it is not, do not let them in, and contact us.
3.2 Providers must carry their identity document and show it if asked.
3.3 An adult (18 or older) must be at the home from arrival until the job is finished.
3.4 Customers must tell the provider in the app about hazards they know of, and keep pets secured.
4. Children and vulnerable people
4.1 Providers must never be alone with a child, and must not photograph children.
4.2 If a vulnerable person (for example an elderly person or someone with a disability) is at home, customers should arrange for another adult to be present, or tell us so we can help.
5. Alcohol and drugs
5.1 Providers must not work under the influence of alcohol or drugs, or use them at a job.
5.2 Customers must not offer alcohol or drugs to providers. Providers may leave if a customer is intoxicated and they feel unsafe.
6. Privacy in the home
6.1 Providers may go only into the areas needed for the job, and must not look through belongings, documents or devices.
6.2 Providers photograph only what is needed to show the work. No photos of people, children, documents, valuables or security systems (unless the job is on the security system).
6.3 Providers must not share customers' addresses, photos or details with anyone, or post them on social media.
6.4 Customers may have security cameras at home, but must not film providers in a way that is intrusive or not connected to security, and must not post images of providers online.
7. Payments
7.1 All payments go through the app. Providers must never ask for cash, EFT or any payment outside the app, and customers should never make one.
7.2 Tell us if anyone asks you to pay or be paid outside the app.
8. Contact
8.1 Use the in-app chat and voice notes to contact each other. Keep messages about the job.
8.2 After the job, do not contact each other outside the app, except through the app for a guarantee claim or a new booking.
8.3 Do not ask for or give personal social media details, and do not visit each other outside a booked job.
9. Working safely and lawfully
9.1 Providers must do only work that they, and anyone they bring, are registered and competent to do. For example, a handyperson must not do electrical, gas, plumbing or security work.
9.2 Providers must use the right safety equipment, follow the Occupational Health and Safety Act and issue any certificate of compliance the law requires.
9.3 Customers must not ask a provider to take unsafe short cuts or avoid a legally required certificate.
9.4 Anyone may stop a job that has become unsafe. Tell us straight away.
10. Emergencies and incidents
10.1 In an emergency, call 10111 for the police, 10177 for an ambulance, or 112 from any cellphone. Then tell us in the app.
10.2 Report any incident (an injury, damage, a threat, harassment or anything that made you feel unsafe) in the app as soon as possible. Providers must report incidents within 24 hours.
10.3 We take every report seriously, keep it confidential as far as we can, and never allow retaliation against someone who reports in good faith.
11. What happens if the guidelines are broken
11.1 Depending on how serious it is, we may: remind or warn the person; ask for training or an improvement plan; suspend the account while we investigate; or remove the person from the platform.
11.2 For serious matters (clause 2) we may suspend an account immediately while we investigate.
11.3 Before a final decision to remove anyone, a person at Like Magic tells them what was reported and the information we relied on, and gives them a chance to respond.
11.4 Customers can ask for a review of our decision through our Complaints Policy. Providers can appeal under clause 15 of the Service Provider Agreement.