Customer Terms of Use

Applies to: customers who use the Like Magic website or app (web and Android) to get a price, request quotes or book a home service.
Status: Soft-launch version LM-CT-2026-10. Document 1 of 11 in the Like Magic legal set.

Contents

1. Who we are and how these terms work

1.1 "Like Magic", "we", "us" and "our" mean Pro Media Mogul (Pty) Ltd, a private company registered in South Africa with registration number 2014/188632/07, of 108 Workington Road, Greenwood Park, Durban, 4051, which runs the Like Magic Home Services platform. Our addresses and contact details are on our Company information page.

1.2 These terms apply when you use our website at www.likemagic.co.za or our app (web and Android), together called "the platform", to get a price, request quotes or book a service. "You" means the customer. A "provider" is an independent business (a sole proprietor or a company) that offers its services through the platform.

1.3 You accept these terms when you tick the box to accept them, which you do when you open an account and before your first booking. If you do not agree, please do not book through the platform.

1.4 These terms include the policies linked from them: the Cancellation and Refund Policy, the Quote and Extra-Work Policy, the Workmanship Guarantee, the Reviews Policy, the Community and Safety Guidelines and the Complaints Policy. Our Privacy Notice explains how we use personal information. If a policy and these terms say different things, the one that gives you more protection applies.

1.5 We have tried to write these terms in plain language. If a clause is unclear, it will be read in the way that favours you.

1.6 Nothing in these terms limits a right you have under the CPA, the ECT Act or any other law that cannot be limited. If a clause would have that effect, it applies only as far as the law allows.

2. How we show you these terms and your copy

2.1 The key terms box at the top of these terms lists, in bold, every clause that limits our responsibility, places a risk on you, asks for an indemnity or records an acknowledgement. The app shows it to you and asks you to tick that you have read it before you first pay.

2.2 Before you pay for any booking, the app shows you a summary of what you are booking, the full price and any fees, and lets you check and correct your details or cancel before you confirm.

2.3 You can read, download and print these terms at any time from our website. We email you a link to the version you accepted with your first booking confirmation. You can also ask us for a free copy at hello@likemagic.co.za.

2.4 Your bookings, invoices and job reports are available in the app while your account is open. You can ask us for a copy for five years after the job.

2.5 Electronic signatures and records. When you accept these terms, approve a quote or extra work, release a payment or report a problem in the app, we make a record of: the date and time; the internet (IP) address and the device your request came from; how you were signed in; the version of the wording you were shown, with a digital fingerprint of it; and, when you release a payment, the name you typed and the signature you drew. We give each record a receipt number, seal it with a cryptographic hash so that any change can be detected, keep it for five years and show it to you in the app. Under section 13 of the ECT Act these records are your electronic signature and count as a signed written record. You can ask for a copy of any record about you at hello@likemagic.co.za.

3. What Like Magic does and does not do

3.1 We run an online marketplace. We connect you with independent providers who are not our employees and who do not do the work on our behalf.

3.2 The provider, not Like Magic, provides the home service. Your contract for the service is with the provider, and the provider is the "supplier" of the service and of any parts or equipment they fit, for the purposes of the CPA.

3.3 What we do ourselves:

1. we check providers before they can accept jobs and again when their documents expire (clause 3.4);
2. we show you prices, call-out fees and quotes before you commit;
3. we send your request to suitable providers who are available;
4. we collect your payment as the provider's limited payment collection agent (clause 7);
5. we give you live tracking while the provider is on the way, in-app chat, the job report and support;
6. we handle complaints and help resolve disputes; and
7. we run the claims process for the providers' Workmanship Guarantee, and help you with claims against a provider or the provider's insurer.

3.4 Before a provider can accept jobs, we check their identity, proof of address and bank account, the trade registrations the law requires for their trade, their public liability insurance, and a criminal record check done with their consent through an accredited vetting service. These checks are done at a point in time and repeated when documents expire and every 12 months for criminal record checks. They reduce risk, but we cannot promise how a provider will behave. We remain responsible if we are negligent in carrying out these checks.

3.5 We must provide our own services (the platform, payment collection, support and the claims process) with reasonable care and skill.

3.6 Which providers you see depends on the service, your location, the provider's availability and trade registrations, and their ratings and reliability. Providers cannot pay us for a higher place in results. If that ever changes, paid placements will be clearly labelled.

3.7 If you book for a business that is a juristic person, the CPA may not apply if its asset value or annual turnover is at or above the threshold set under the CPA (currently R2 million). These terms still apply to that booking.

3.8 The platform currently operates in Durban and surrounding areas. We add new areas one at a time. When you enter your address, the app shows whether a vetted provider covers it.

4. Your contract with the provider

4.1 Your contract with the provider starts:

1. for an instant fixed-price booking, when your payment succeeds and a provider accepts the booking, which the app confirms;
2. for a call-out booking, when your call-out fee is paid and a provider accepts the visit. The repair itself is a separate contract that starts only if you accept the provider's quote in the app; and
3. for a quote request, when you accept one provider's quote in the app.

4.2 The provider must do the work with reasonable care and skill, at the agreed time, for the agreed price, in line with the law and any certificate of compliance (CoC) the law requires, and must take reasonable care of your home and belongings.

4.3 If no provider accepts your booking, or a provider cancels and we cannot offer you another one at a time that suits you, we cancel the booking and refund everything you paid, with interest at the prescribed rate from the date you paid.

4.4 Once a provider accepts, the app shows you their name, photo and vehicle. The person shown in the app must be the person who comes. They may bring helpers they supervise, and must tell you in the app before they arrive.

4.5 Unless you and the provider agree a specific date, the provider must do the work within 30 days of the contract starting. If they do not, you may cancel on 7 days' notice and get a full refund.

4.6 Every provider must carry public liability insurance that covers their work, including damage to your property and injury to people (Service Provider Agreement clause 12).

5. Your account

5.1 You must be 18 or older to open an account and book.

5.2 Your details must be true and up to date. You may have one account. Keep your login details secure and tell us immediately if you think someone else is using your account.

5.3 You are responsible for bookings made from your account, unless they were made without your permission and you told us promptly once you knew.

5.4 There is no subscription and no minimum period. You can close your account at any time in the app or by emailing us, and bookings you have already paid for will be handled under the Cancellation and Refund Policy. If we ever offer a subscription or membership, we will give you separate terms that comply with section 14 of the CPA.

6. Booking types and what a price covers

6.1 There are three ways to book:

6.2 Fixed prices are set by Like Magic, and providers who take fixed-price jobs have agreed to them. Each fixed-price service lists what is included and what is not, for example which parts, how much work, and whether making good (such as patching and painting) is included. Please read this before you book.

6.3 If, when the provider arrives, the job is materially different from the fixed-price description, the provider will stop, explain why and show you photos in the app, and offer a variation quote. You decide whether to approve it. If you decline and the booked work cannot reasonably be done, we refund the fixed price less the call-out fee shown when you booked, unless the service description in the app was wrong.

6.4 Some jobs cannot be priced in advance. If you choose a service that needs an inspection or quotes, the app tells you before you pay.

6.5 Prices can differ by time slot (for example after hours, weekends or public holidays). The price for the slot you pick is shown before you pay and does not change after you book.

6.6 When you ask for quotes, we invite up to 5 suitable providers to quote, and you compare up to 3 quotes. They may ask questions in the chat or ask to visit. A visit to prepare a quote is free unless a fee is shown and you accept it before the visit. The request closes when 3 quotes are in, when you accept one, when you withdraw it, or when the quotes expire (14 days). You do not have to accept any quote.

6.7 Quotes and extra work follow our Quote and Extra-Work Policy. In short: no work beyond what you approved, and the final price cannot be more than the approved quote plus any extra work you approved in the app.

7. Prices and payment

7.1 All prices are in rand. You pay VAT only if your provider is registered for VAT: the platform then adds VAT to that provider's price or quote and shows it separately. If your provider is not registered for VAT, no VAT is added. Like Magic is not registered for VAT, so no VAT is charged on our own fee. Before you pay, the app shows the service price, any VAT, any call-out fee and the total. If we ever charge a customer service fee, it is shown as a separate line before you pay (we charge none at present). There are no hidden charges.

7.2 You pay by card or instant EFT through our payment provider. We never see or store your full card number.

7.3 Our payment system is secure by accepted technological standards. If it fails and you suffer loss as a result, we are responsible as the ECT Act provides.

7.4 We collect payments as the provider's limited payment collection agent. When you pay us for a job, you have paid the provider for that amount.

7.5 We hold your payment until you release it. When you pay for a job, we receive the money as the provider's limited payment collection agent (clause 7.4) and hold it for that job; the provider is not paid at that point. When the provider marks the job as finished in the app, we ask you to release the payment. You release it on the "Release my payment" page in your own app: you check the amount and the provider, type your full name, sign on the screen and tick the box. We record the date and time, your IP address and device, how you were signed in, the version of the wording you saw, your typed name and your signature, and we give you a receipt (clause 2.5). Releasing tells us that the provider may be paid from the money we hold. Nothing extra is charged to you, and releasing does not mean that you give up any right described in clause 7.5C.

7.5A If you are not satisfied, tap "Something is not right" in the app instead of releasing the payment. We keep holding the payment while we look into it, ask the provider for their side, and decide within the times in our Complaints Policy. We may release all of it to the provider, refund all of it to you, split it, or ask the provider to come back and put the work right first. We tell you our decision and the reasons in the app.

7.5B If you neither release the payment nor report a problem within 7 days after the provider marks the job as finished, we release the payment to the provider automatically. We remind you at least twice before we do, using the contact details in your account. You can still report a problem for 14 days after a release (clause 16.4), and the Workmanship Guarantee still applies.

7.5C Releasing a payment, or an automatic release, is not an acceptance that the work is free of defects and does not take away any right you have under the CPA (including sections 54, 56 and 57), under the Workmanship Guarantee or under these terms. If we later find that a refund is due to you, we recover it from the provider under our agreement with them.

7.5D While we hold a payment, it is recorded against your job in our system and shown in the app as "Held". The money sits with our payment provider until it is settled to us. We keep a separate record of every held payment, we do not treat held payments as our income or use them to run our business, and we do not pay interest on them.

7.5E If a refund is due to you while we still hold the payment, we pay it from the held amount to the card or account you paid with, within 7 business days of our decision and never later than 30 days (Cancellation and Refund Policy clause 10.1). The app shows you the refund reference.

7.5F What we are and are not. Like Magic is not a bank. We do not take deposits in the way a bank does, lend money or pay interest. If the app ever asks for a part-payment on a larger quote (clause 6.1), it is held and released exactly like any other payment. Holding your payment is part of collecting it for the provider as their limited payment collection agent: it protects you until the job is finished, and it lets us refund you from the held money if we decide that a refund is due. Card and instant-EFT payments are processed by our payment provider, and we never see or store your full card number (clause 7.2).

7.6 After the job you receive an invoice in the provider's name, with their VAT number if they are registered, that shows the work done, the price, any VAT, and that Like Magic collected payment as agent. Where we charge you a customer service fee, we give you our own invoice for it. It shows no VAT, because Like Magic is not registered for VAT. The receipt for your release of the payment is attached to the invoice in the app.

7.7 Pay only in the app. Never pay a provider in cash or into their own bank account. If a provider asks you to, please tell us.

7.8 If you are unhappy with a charge, please contact us before asking your bank for a chargeback. Your rights under your card or bank rules are not affected. Chargebacks for work that was done as agreed may lead to us suspending your account (clause 17).

7.9 If a price shown in the app contains an obvious error, we will tell you before the job and you may cancel for a full refund.

8. Your home, safety and access

8.1 You must: give the provider safe access at the booked time; make sure an adult (18 or older) is at home from arrival until the job is finished; tell the provider in the app about any hazards you know of (such as faulty wiring, asbestos, unsafe structures or aggressive animals); keep pets secured; and keep children away from the work area.

8.2 A provider may refuse or stop work that is unsafe. If the danger was something you knew about and did not tell us, the call-out fee may apply. Otherwise you pay only for approved work that was done.

8.3 You confirm that you own the property or have permission from the owner, landlord or body corporate for the work. Unless the quote says the provider will get them, you are responsible for approvals such as building plans or body-corporate consent.

8.4 The provider may use a reasonable amount of your water and electricity needed for the job.

8.5 If anything in your home is damaged during the job, tell us in the app within 14 days. The provider must take reasonable care of your property and is responsible for any damage they cause. Clause 14.2 explains how we help you claim from the provider and their insurer.

9. Live tracking, chat, photos and job reports

9.1 When the provider taps "On my way", you can see their live location in the app until they arrive. We do not show a provider's location at any other time.

9.2 We share your name, address and job details with the provider who accepts your booking, only so they can do the job.

9.3 You can chat and send voice notes to the provider and to our office in the app. Please keep all contact in the app. Our support team can read chats and listen to voice notes for support, safety and to resolve disputes, and you agree to this.

9.4 The provider takes photos of the work area before, during and after the job. They must photograph only what is needed to show the work, and avoid people, documents and personal items. You can ask them not to photograph a room or item, and you can add your own photos in the app.

9.5 After the job you receive a job report (PDF) by email, which you can also download in the app. It includes the work done, parts used, times, photos and your signature.

9.6 When the job is finished, the provider asks you to sign on their phone. That signature only confirms that the provider attended and records the work shown in the report. It is not a release of your payment: only "Release my payment" in your own app releases money (clause 7.5). It does not mean you accept that the work is free of defects, and it does not take away your right to complain, to claim under the workmanship guarantee or to use your rights under the law.

9.7 If you are not there to sign, the provider submits the report with photos. The job is then marked finished, and the 7 days in clause 7.5B start from that moment. Your payment is still held until it is released under clause 7.5.

10. Cancelling, moving a booking and no-shows

10.1 The full rules are in our Cancellation and Refund Policy. This clause is a summary.

10.2 You can move or cancel a booking in the app for free until 12 hours before the booked time. If you booked less than 12 hours ahead, you can cancel for free until the provider taps "On my way". Our office confirms cancellations, but the time you cancel in the app is the time that counts.

10.3 After the free period, or if the provider arrives and cannot get in or do the job because no adult is there, you may be charged a late-cancellation fee (the call-out fee for the trade). The fee is shown before you book.

10.4 You pay no cancellation fee if the person the booking was for has died or is in hospital, if the provider comes at a different time or place from the booking, if the provider cancels, or if the job cannot go ahead for reasons beyond your control. If the provider is late or comes to the wrong place, you may cancel and get a full refund with interest.

10.5 You also have the right to cancel an online booking within 7 days without giving a reason, unless the service has already started with your consent. The Cancellation and Refund Policy explains how this works.

11. Guarantee, reviews and your rights under the law

11.1 The Workmanship Guarantee is each provider's promise to come back as soon as possible and fix defects in their own work, free of charge, if you report them within 90 days. It is in addition to your rights under the law. It is not insurance, Like Magic does not pay claims under it, it applies only to jobs booked and paid in the app, and it has exclusions.

11.2 Your rights under the CPA are against the provider as supplier, and we will help you use them. They include: work of good quality done on time, or else the work redone or a reasonable part of the price refunded (section 54); goods of good quality with a 6-month implied warranty (section 56); a 3-month warranty on repairs covering both new parts and labour (section 57); and a claim for harm caused by unsafe goods (section 61).

11.3 If a provider plans to use reconditioned or second-hand parts, the quote or job description must say so before you approve it.

11.4 Ratings and reviews follow our Reviews Policy. Everyone on the platform must follow our Community and Safety Guidelines.

12. Dealing outside the platform

12.1 If you arrange work directly with a provider you met through Like Magic, or pay a provider outside the app, that work is not covered by the workmanship guarantee, or by our support, payment protection or complaints process, and we are not responsible for it.

12.2 We do not charge customers a fee for dealing outside the platform.

12.3 A provider must not ask you to pay or book outside the app. Please tell us if one does.

13. What you may not do

13.1 You may not:

1. give false information, book for someone else without their permission or make fake bookings;
2. use a payment method you are not authorised to use, or ask for chargebacks for work that was done as agreed;
3. threaten, harass, abuse or discriminate against a provider or our staff;
4. ask a provider to do unlawful or unsafe work, such as avoiding a legally required certificate of compliance;
5. post fake or misleading reviews, or offer or demand anything in exchange for a review;
6. interfere with the platform, copy its content in bulk or try to access accounts or data that are not yours; or
7. let a person under 18 book or be the only adult present at a job.

14. Our liability

14.1 To the extent the law allows, Like Magic takes no responsibility for the provider's work, for the parts and equipment the provider supplies, or for any damage, loss or injury the provider causes. The provider is responsible for these and must carry public liability insurance to cover them. Your claim is against the provider and the provider's insurer. We remain responsible for our own services and for loss caused by our own negligence.

14.2 If a provider's work causes damage or injury, report it in the app within 14 days of the job. We will then:

1. pass your claim to the provider and ask them to refer it to their insurer;
2. give you the provider's business details and the name of their insurer, so that you can claim directly if you prefer;
3. follow up with the provider until your claim has been answered, and keep you informed;
4. hold the provider's payment for the job while the claim is open if it has not yet been released, and, if it has, recover any refund due to you from the provider's later payouts (clause 7.5C); and
5. with your permission, give the provider's insurer the job report, photos and chat for the job.

Your rights against the provider under the CPA are not affected.

14.3 Our total liability to you for any claim about our own services is limited to the greater of R5,000 and the total you paid through the platform for the booking the claim is about.

14.4 We are not liable for indirect or consequential loss, such as loss of income or profit, unless it was caused by our gross negligence, fraud or intentional wrongdoing, or the law does not allow us to exclude it.

14.5 Clauses 14.1, 14.3 and 14.4 do not apply to: loss caused by our gross negligence, fraud or intentional wrongdoing; death or bodily injury caused by our negligence; our responsibility for payment security under the ECT Act; or any right under the CPA that cannot be limited.

14.6 We try to keep the platform available but it may sometimes be down for maintenance or because of problems outside our control. If a booking fails because of this, we refund anything you paid for it.

15. Your indemnity

15.1 You indemnify us (make good our loss) only against claims and losses caused by your own breach of these terms or your own unlawful act. For example, if you tell us you have the owner's permission for work when you do not, and the owner claims from us. This does not apply to any loss caused by us or by a provider.

16. Complaints and disputes

16.1 If something goes wrong, tell us in the app or at hello@likemagic.co.za. Our Complaints Policy explains the steps. We acknowledge complaints within 1 business day and aim to resolve them within 15 business days.

16.2 If we have not resolved your complaint within 15 business days, or you are unhappy with our answer, you can go to the Consumer Goods and Services Ombud (CGSO), the National Consumer Commission (NCC), a provincial consumer protection authority or a court. For privacy complaints you can go to the Information Regulator.

16.3 We will never require you to go to arbitration. After a dispute has arisen you may choose to agree to mediation or arbitration, but you do not have to.

16.4 Please report a problem with a job or a charge in the app within 14 days of the job being marked as finished or of the payment being released, whichever is later. This is the window for our in-app dispute process. Defects covered by the Workmanship Guarantee can be reported within 90 days. These windows do not limit your rights under the law.

16.5 If you have a dispute with a provider, we help. While we still hold the payment for the job we may refund you part or all of it after looking at the job report, the photos, the chat and what you and the provider tell us. After the payment has been released we may recover a refund from the provider and pay it to you. Refunds go back to the card or account you paid from. This does not limit your rights against the provider.

17. Suspending or closing your account

17.1 We may suspend or close your account if you: commit fraud; threaten the safety of a provider or our staff; harass or abuse anyone; make chargebacks for work done as agreed; repeatedly cancel late or fail to give access; seriously or repeatedly break these terms or the Community and Safety Guidelines; or if the law requires us to.

17.2 Before we close your account, we tell you why and give you 7 days to respond. If there is an urgent safety or fraud risk, we may suspend your account immediately, and then tell you why and give you a chance to respond.

17.3 If we close your account for a reason other than your breach, we refund bookings you have paid for that have not been done.

18. Changes to these terms

18.1 We may change these terms. We will tell you by email and in the app at least 14 days before a change takes effect, and ask you to accept any change to the key terms. Changes never apply to jobs you booked before the change. If you do not agree, you may close your account.

18.2 A change needed urgently to comply with the law may take effect sooner. We will tell you as soon as we can.

19. Events beyond anyone's control

19.1 If load-shedding, severe weather, flooding, civil unrest, a strike, a pandemic or another event beyond our or the provider's reasonable control prevents or delays a job, we will tell you as soon as possible and offer a new time.

19.2 If you do not want a new time, you may cancel and get a full refund for any work not done. You pay only for approved work that was already done.

20. General

20.1 South African law governs these terms. Your rights under the ECT Act apply regardless of which law governs.

20.2 You may bring a claim in any court that has jurisdiction, including the magistrate's court for the area where you live.

20.3 Our address for legal notices is 108 Workington Road, Greenwood Park, Durban, 4051. You may also send notices to hello@likemagic.co.za. We send notices to the email address in your account. Emails and in-app messages count as written notice.

20.4 If a court finds any clause invalid, the rest of these terms still apply.

20.5 If we do not enforce a right straight away, we have not given it up.

20.6 We may transfer our rights and duties under these terms to another company that takes over the platform, if your rights are not reduced. We will tell you if this happens.

20.7 These terms and the policies in clause 1.4 are the whole agreement between you and us about using the platform.