Complaints Policy
Applies to: customers and anyone affected by a job booked through Like Magic. Providers' disputes with Like Magic follow the Service Provider Agreement.
Status: In force from 15 October 2026 (soft launch). Document 11 of 11 in the Like Magic legal set.
In short
- Complain in the app or by email. It is free, and we never hold a complaint against you.
- We acknowledge your complaint within 1 business day, ask the provider for their side, and aim to decide within 5 business days.
- We give you a final answer within 15 business days.
- If we have not solved it by then, or you are unhappy with our answer, you can go to the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission (NCC). Privacy complaints can go to the Information Regulator.
This summary helps you find your way. The numbered clauses below are the actual policy.
Contents
1. Our approach
1.1 Complaining is free. We treat every complaint fairly, confidentially and without holding it against you.
1.2 You can complain in writing or by voice note in the app, and we will help you if you need assistance to make your complaint.
1.3 This policy does not limit your rights under the Consumer Protection Act (CPA), the ECT Act or POPIA.
2. How to complain
2.1 You can complain:
- in the app, from the booking concerned (the quickest way, because the job details are attached); or
- by email to hello@likemagic.co.za.
2.2 Privacy complaints can also go to our Information Officer at privacy@likemagic.co.za.
3. What to tell us
3.1 Please tell us: the booking concerned; what went wrong; what you would like us to do; and any photos or documents that help. You do not need to know the law or use legal words.
4. Our timelines
4.1 We follow these timelines:
| Step | Timeline |
|---|---|
| We acknowledge your complaint and give you a reference number | Within 1 business day |
| We ask the provider for their side, where relevant | The provider has 48 hours to respond |
| We decide and tell you the outcome and reasons | Within 5 business days of having the information we need |
| If you are unhappy, a senior person reviews it (clause 7) | Within 5 business days of your request |
| Our final answer | Within 15 business days of your complaint |
4.2 Please report a problem with a job or a charge within 14 days of completion (our dispute window). Defects covered by the Workmanship Guarantee can be reported within 90 days. These windows do not limit your rights under the law.
4.3 If you report a problem in the app before the payment for the job is released, we keep holding that payment while we look into it (Customer Terms clause 7.5A); the app shows you the date the payment would otherwise be released by itself. If you report a problem within 14 days after a release, we may recover a refund from the provider.
5. How we investigate and decide
5.1 We look at the booking, the quote and any approved extra work, the job report and photos, the chat, and what you and the provider tell us. We may arrange an inspection.
5.2 We explain our decision and the reasons in writing.
6. What we can do
6.1 Depending on the complaint, we can:
- ask the provider to redo the work under the Workmanship Guarantee;
- refund all or part of what you paid, as set out in our Cancellation and Refund Policy;
- give you credit, but only if you prefer it to a refund;
- correct a charge, invoice or review;
- take action against a provider under our Community and Safety Guidelines and Service Provider Agreement; or
- help you raise and follow up a claim against the provider and the provider's insurer for damage or injury, as set out in section 8 of the Workmanship Guarantee.
7. If you are not happy with our decision
7.1 Ask us to review it. A senior person at Like Magic (the head of Pro Media Mogul (Pty) Ltd, or a senior person they appoint) who was not involved will look at it again.
8. Outside help
8.1 If we have not resolved your complaint within 15 business days, or you are unhappy with our final answer, you may take it to:
- the Consumer Goods and Services Ombud (CGSO), which deals with complaints about consumer goods and services free of charge: www.cgso.org.za, complaints@cgso.org.za;
- the National Consumer Commission (NCC): www.thencc.org.za, complaints@thencc.org.za;
- a provincial consumer protection authority or consumer court;
- the Small Claims Court, for claims up to its limit, or another court; or
- for complaints about how we handle your personal information, or about a PAIA request, the Information Regulator: www.inforegulator.org.za, POPIAComplaints@inforegulator.org.za (POPIA) and PAIAComplaints@inforegulator.org.za (PAIA).
8.2 The CGSO normally expects you to have given us the chance to resolve the complaint first. Please refer it promptly: the CGSO may decline a complaint that is referred long after the event.
8.3 We will never require you to go to arbitration.
9. Records and learning from complaints
9.1 We keep a record of every complaint, what we did and the outcome, for at least 3 years.
9.2 We review complaints regularly to improve our service and provider standards. We may use complaint information without your name for this.
10. Complaints from providers
10.1 Providers who have a complaint or dispute with Like Magic should email providers@likemagic.co.za and follow clause 21 of the Service Provider Agreement. Appeals against deactivation follow clause 15 of that agreement.
10.2 Complaints about a customer's conduct can be reported in the app and are handled under our Community and Safety Guidelines.