Terms & Platform Rules.

These Terms & Platform Rules (the “Terms”) govern access to and use of the Find At Home website, directory, Listing administration, communications and paid services. In these Terms, “FAH”, “we”, “us” and “our” mean Find At Home Network (Pty) Ltd, trading as Find At Home.

“User” means any visitor or person using the platform. “Listing Owner” means a person authorised to submit or manage a Business, Institution or Professional Listing. “Client” means a person or organisation purchasing a Listing plan, website service or other service from FAH.

By using the website, submitting a Listing, accepting a quotation, paying an invoice, or instructing us to begin work, you agree to the version of these Terms that applies at that time. If you act for an organisation, you confirm that you have authority to bind it.

FAH is a South African local discovery and managed online-presence platform. Our services may include:

• directory Listings for Businesses, Institutions and Professionals;
• search, category and area discovery tools;
• direct-contact links such as call, WhatsApp, email, website and maps;
• Listing submission, verification and administration;
• website design, domain, hosting, business email, local SEO, Google Business Profile and related digital-support services;
• Managed Website and Build & Own Website Development services;
• controlled Online Ordering Websites using product catalogue, cart, checkout, Direct EFT / bank transfer, order confirmation, collection and basic local delivery setup where included; and
• annual website care and management plans.

Features may be added, improved, replaced or retired where reasonably necessary. Material changes to a paid service already purchased will be handled in accordance with the applicable quotation, invoice, agreement and law.

You may use FAH only if you have legal capacity to do so. A person submitting, paying for, claiming or editing a Listing must be the owner, an authorised representative, or otherwise lawfully entitled to provide and publish the information.

You must provide accurate contact and billing information and keep it reasonably current. You may not impersonate another person, falsely claim a Listing, interfere with the platform, scrape it at scale, bypass security, introduce malicious code, or use FAH for an unlawful or fraudulent purpose.

Listing Owners are responsible for the truth, legality and accuracy of everything they submit. A Listing must describe a genuine, lawful service, organisation or professional activity and must not contain:

• false, misleading, deceptive, outdated or materially incomplete claims;
• content that is discriminatory, threatening, harassing, hateful, obscene or exploitative;
• illegal services, scams, pyramid schemes, stolen goods or unsafe conduct;
• another person's name, logo, image, copyright, trademark or private information without authority;
• fake qualifications, licences, registration numbers, reviews, locations or verification claims;
• malware, spam, misleading redirects or links to unlawful content; or
• content that creates a material risk to users, FAH or the integrity of the platform.

You grant FAH permission to format, resize, crop, edit for clarity, correct obvious errors, optimise for search and display the submitted material for operating and promoting the Listing and platform. We will not intentionally change the substance of your business claims without reason.

Where lawful and reasonably appropriate, FAH may create an unclaimed profile from publicly available business information. An authorised owner may request correction, claim or removal. FAH may require evidence before changing ownership-sensitive information.

Listing plans are ordinarily sold for a 12-month period. The applicable start and expiry dates may be recorded in the Listing, invoice or written confirmation. Publication normally occurs after FAH has received cleared payment and all required, usable content and documents. The target is within three business days after those requirements are met, but this is an operational target rather than an unconditional guarantee.

Listing applications and form notifications are handled through our dedicated Listing channel at [email protected]. Unless FAH directs otherwise, public-facing Listing images and the business, institution or professional information write-up should be supplied through our official WhatsApp channel after the initial application. FAH may ask for material to be resent in a safer or more usable format before publication.

A Listing does not renew automatically unless FAH and the Client expressly agree otherwise. We may send renewal reminders. If renewal is not completed by the expiry date, the Listing may be marked expired, hidden or removed. Restoring an expired Listing may require renewed payment and updated information.

Claiming a Listing

Claim requests are reviewed before ownership or management control is recognised. FAH may ask for identity, authority, business or contact evidence and may contact the existing public contact details. Submission of a claim does not guarantee approval.

Verification

A verification badge means only that FAH completed the specific review represented by that badge at a particular time. For example, Business Verification may include reviewing accepted CIPC documentation, while Identity Verification is a separate status. Verification does not mean that FAH:

• guarantees the Listing Owner's services, products, conduct, solvency or ongoing compliance;
• confirms every claim, qualification, licence or professional registration;
• recommends or endorses the provider; or
• accepts responsibility for a later transaction between users.

FAH may refuse, suspend or remove a badge if information cannot be confirmed, becomes outdated, is disputed, or appears inaccurate. Verification documents are handled in accordance with our Privacy Policy and are not displayed publicly unless lawfully required or expressly agreed.

FAH does not sell an undisclosed bidding position. Search results and directory displays may consider relevance, Listing type, category, area, publication status, dates, completeness, freshness, eligibility, randomisation or rotation.

Featured Listings are clearly identified and may appear in designated Featured areas, subject to plan eligibility, activation, availability, dates and platform rules. Featured placement does not guarantee a fixed position, number of views, enquiries, leads, sales, revenue or search-engine ranking. Eligible Featured Listings may rotate fairly, and an empty Featured position need not be filled by a non-Featured Listing.

FAH may test or improve layouts and ordering provided that paid plan rights are not materially misrepresented.

Current standard prices are displayed on our Pricing page. The final price, scope, taxes if applicable, payment method and milestones for a particular service are those in the accepted quotation, invoice or written agreement.

FAH ordinarily accepts EFT and issues invoices for paid FAH services. Payment is treated as made when cleared funds are received and correctly allocated. Clients must use the correct reference and provide proof of payment when requested.

Sales representatives, official quotations and payment security

Find At Home sales representatives, independent sales representatives and other persons introducing or promoting FAH services are not authorised to collect cash, receive EFT payments, accept payments into personal or third-party accounts, or otherwise receive customer funds on behalf of FAH, unless FAH expressly authorises a specific arrangement in writing.

Sales representatives are not authorised to alter FAH pricing, grant or create discounts, extend or change promotions, promise additional services, vary service scope, or make other commitments on behalf of FAH unless expressly authorised in writing by Find At Home Network (Pty) Ltd. The applicable price, discount, promotion, scope and payment terms are those confirmed in an official FAH quotation or invoice, or otherwise expressly approved by FAH in writing.

Clients should use the quotation or invoice number as the payment reference where possible. If a Client omits or uses an incorrect reference, FAH may request proof of payment or other reasonable information so that the payment can be identified and correctly allocated.

Website project payments may be divided into no more than two instalments where FAH agrees in writing. FAH may pause work, withhold publication or withhold transfer of deliverables while an amount is overdue. This does not remove any statutory right or remedy available to either party.

Fees paid by customers directly to a listed Business, Institution or Professional do not belong to FAH. FAH does not invoice, collect or hold money for those third-party transactions unless a separate written service expressly says otherwise.

Requests to cancel a paid FAH service must be sent in writing as soon as possible. Refunds are determined according to the applicable law, the accepted quotation or invoice, whether work has begun, the service already supplied, non-recoverable third-party costs, and the reason for cancellation.

If cancellation occurs after work has lawfully begun, FAH may retain or claim only a fair and lawful amount for services actually performed and properly incurred, non-recoverable third-party costs, or a reasonable cancellation charge where permitted. If FAH materially fails to supply the agreed service, the Client retains the remedies provided by applicable law, which may include correction of the service or an appropriate refund.

A refund is not due merely because a Listing or website did not generate an expected number of views, leads, sales or rankings, unless FAH expressly guaranteed that measurable result in writing.

A website or digital project is governed by these Terms together with its accepted quotation, invoice, Website Service Agreement, brief and written scope. The more specific written service terms apply to that project where they differ from these general Terms, subject to applicable law.

Standard website service models

FAH currently offers Managed Website services and Build & Own Website Development Packages. Standard offers may include Managed Website at R899 per month, Managed Online Ordering Website at R1,499 per month, Starter Presence at R11,900 once-off, Business Growth at R17,900 once-off, Online Ordering Website at R19,900 once-off, and Premium Digital Presence from R27,900. Current pricing and final scope are confirmed on the Pricing page and the Client's accepted quotation or invoice.

Managed Website and Managed Online Ordering Website services ordinarily have a minimum initial service term of 12 months. Build & Own project payment arrangements are those stated in the accepted quotation or invoice. An included Find At Home Listing remains subject to the applicable Listing Service Agreement and platform rules.

Standard Online Ordering scope

Where the Client purchases an Online Ordering Website, the standard service is a controlled ordering system rather than a full marketplace or advanced e-commerce platform. The standard customer journey may include Product Catalogue → Cart → Checkout → Direct EFT / bank transfer → Order Confirmation → Collection or Basic Local Delivery.

The standard Online Ordering packages include up to 20 initial products, unless a different quantity is expressly included in writing. Additional products, large catalogues, complex variations, subscriptions, marketplaces, advanced stock systems, custom workflows or other advanced functionality may require separate assessment and quotation.

Collection, local delivery and courier accounts

Standard Online Ordering may include collection / pickup and basic local delivery setup. Basic local delivery may include defined local delivery areas, a fixed or flat delivery fee and/or a simple free-delivery rule where technically suitable and included in scope.

FAH does not provide courier, transport or delivery services. The Client remains responsible for packaging, dispatch, collection arrangements, actual delivery, delivery times, delivery charges and fulfilment.

FAH does not apply for, open, negotiate, contract, administer or manage The Courier Guy or another third-party courier account for the Client. Courier accounts, contracts, verification, billing and operational relationships are the Client's responsibility.

Live courier rates, automatic waybills, courier bookings, collection systems, shipping APIs, courier plugins and advanced logistics integrations are outside the standard Online Ordering scope. If a Client already has a suitable courier account, FAH may assess a requested integration for compatibility and quote separately.

Payment gateways

The standard Online Ordering setup uses Direct EFT / bank transfer and does not require a third-party online payment gateway. FAH does not apply for, open, verify, contract, administer or manage a payment-gateway or merchant account for the Client.

If a Client independently has or obtains a suitable payment-gateway account, FAH may assess a requested integration for compatibility, security and scope. Payment-gateway integrations, provider fees, plugins, APIs and related work are not included unless expressly agreed in writing.

Client responsibilities

• provide accurate, lawful and usable text, images, product information, prices, contact details and approvals on time;
• confirm that submitted material may lawfully be used;
• review drafts and give consolidated feedback within the requested time;
• check important factual, regulatory, professional, product and pricing claims before approval;
• for Online Ordering, maintain accurate product, stock, collection, delivery, refund and customer-service information; and
• pay agreed FAH service amounts when due.

Scope, timing and revisions

Delivery timing begins only when cleared payment, required content, product information, access and decisions have been received. Dates are estimates unless expressly stated as fixed in writing. Client delays, repeated changes, third-party outages or expanded scope may change delivery timing.

Only the pages, products, features, integrations and revision rounds stated in the accepted scope are included. New pages, products beyond scope, major rewrites, redesigns, additional integrations, repeated changes after approval or substantial content replacements may be quoted separately.

Hosting, domains, technical management and care plans

Third-party domain, hosting, email, WordPress, WooCommerce, plugin and platform services remain subject to their providers' rules, availability and renewal charges. Managed services may remain under FAH technical administration while active. Build & Own clients may be eligible for the then-applicable Annual Website Care arrangement from Year 2. If renewal or service fees are not paid, connected services may expire, be suspended or stop working, subject to the applicable agreement and law.

FAH owns or is licensed to use the platform, brand, software, layouts, design systems, code, snippets, templates, documentation and other materials created independently of a Client project. Nothing in these Terms transfers ownership of FAH's reusable tools, framework or know-how.

The Client retains ownership of material it owned before supplying it. The Client grants FAH a non-exclusive licence to host, reproduce, resize, adapt, optimise and display that material as reasonably required to deliver and promote the purchased service.

After full payment, the Client may use the final client-specific website, design and copy produced for it, subject to any third-party licence and excluding FAH's reusable framework, tools and pre-existing components. Unless a quotation expressly states otherwise, the Client receives a licence to use those underlying FAH components as part of the delivered website; they may not extract, resell, redistribute or present the framework or snippets as their own product.

FAH may display completed work in its portfolio or marketing unless the Client asks us in writing not to do so and there is a reasonable confidentiality basis.

FAH helps users discover and contact independent providers and may provide website or ordering-system infrastructure to Clients. Unless expressly stated in a separate written agreement, FAH is not the employer, partner, representative, agent, broker or contracting party of a listed provider or user.

Where a customer orders from a Client's Online Ordering Website, the transaction is between that customer and the Client. FAH is not the merchant, seller, supplier, payment intermediary, courier or marketplace operator merely because FAH designed, hosts or manages the website. Order confirmations and website statuses are technical functions and do not guarantee cleared payment, stock, acceptance or fulfilment.

Users must make their own enquiries before appointing, visiting, paying or relying on a provider. This may include checking identity, references, licences, professional registration, qualifications, insurance, pricing, safety, availability and written terms. Providers are responsible for their own quotations, orders, services, products, employees, taxes, legal compliance, customer care, refunds, returns, warranties, fulfilment and disputes.

External websites, maps, Google profiles, social services and communication platforms are operated by third parties. A link does not mean FAH controls, endorses or accepts responsibility for their content, privacy, security or availability.

Our Privacy Policy explains how we collect, use, disclose, retain and protect personal information. By using FAH or submitting information, you acknowledge that the relevant processing may occur as described there and as otherwise permitted by law.

Verification documents, including accepted CIPC documents and identity-related evidence, are used only for legitimate verification, administration, fraud prevention, legal compliance and dispute handling. They are not sold or displayed as Listing content. Access is limited where reasonably possible.

Our public website forms may send Listing submissions to [email protected]. General enquiries and formal notices use [email protected]. The WordPress system-administration mailbox is not a public customer-contact address. Using WhatsApp for images and Listing write-ups can reduce automated form spam, but it does not prove that a sender, file or link is safe; FAH may review, refuse or request replacement material.

Operational messages about a Listing, claim, payment, renewal, security or service are not marketing messages. Marketing communications will include a reasonable way to opt out where required.

FAH may review, request evidence, correct formatting, reject, hide, suspend, expire or remove content or access where reasonably necessary to:

• enforce these Terms or a paid plan;
• address suspected fraud, impersonation, illegality, infringement, non-payment or safety risk;
• respond to a credible complaint, legal duty or rights-holder request;
• protect users, FAH, systems or third parties; or
• maintain accurate and trustworthy platform information.

Where appropriate, we may ask the Listing Owner to correct a problem before removal. Urgent, repeated or serious issues may be acted on immediately. Removal for breach does not automatically create a refund right; any refund or outstanding payment will be handled under section 9 and applicable law.

A user may report a Listing through the Contact page. A report must be honest and should include enough information for assessment. FAH is not required to resolve a private commercial dispute but may act when the platform rules or law are implicated.

FAH will use reasonable skill and care in operating its own services, but websites and online services can be affected by maintenance, hosting failures, internet outages, cyber incidents, third-party changes, browser differences, search-engine changes and events outside reasonable control.

We do not promise that the platform will always be uninterrupted, error-free, immune from attack or compatible with every device or external system. Users must not attempt unauthorised access, testing or interference. Please report a suspected vulnerability privately rather than exploiting or publishing it.

Nothing in this section reduces FAH's obligation to use reasonable security measures or any responsibility that cannot lawfully be excluded.

To the maximum extent permitted by law, FAH is not liable for indirect, incidental, special or consequential loss, loss of profit, revenue, opportunity, goodwill, data or anticipated savings arising from the platform or an affected service where that loss was not directly caused by FAH's breach and was not reasonably foreseeable.

Where FAH is legally liable for ordinary negligence or breach and the law permits a contractual cap, FAH's aggregate liability relating to the affected paid service is limited to the fees actually paid to FAH for that affected service during the 12 months before the event giving rise to the claim.

The exclusions and cap do not apply to FAH's gross negligence, fraud or wilful misconduct; death or personal injury to the extent liability cannot lawfully be limited; breach of a non-excludable statutory duty; or any consumer right or remedy that the law does not permit FAH to exclude.

FAH will give the indemnifying party reasonable notice of a claim where practicable. A delay in giving notice does not remove the indemnity except to the extent that the delay materially prejudices the defence.

The indemnifying party must provide reasonable information and cooperation, must not admit liability or settle an indemnified claim in a way that imposes liability, an obligation or reputational harm on FAH without FAH's prior written consent, and must take reasonable steps to limit further loss.

FAH may participate in or, where its platform, reputation, legal duties or continuing operations are materially affected, assume control of the defence using reasonably selected legal representatives. FAH will not require payment for a settlement made without reasonable consultation with the indemnifying party, unless urgent action was reasonably required to prevent greater loss, comply with law or respond to a regulator or court.

This indemnity is in addition to FAH's other lawful rights and survives suspension, removal, expiry or termination of a Listing or service. It does not permit double recovery and applies only to the extent of the Listing Owner's or Client's responsibility for the relevant claim or loss.

Please first contact FAH with your name, contact details, relevant Listing or invoice, a clear description of the issue and the outcome requested. We will aim to acknowledge the complaint within three business days and handle it in good faith within a reasonable time.

If a dispute cannot be resolved directly, either party may use any applicable ombud, regulator, alternative dispute-resolution process or court. Nothing in these Terms prevents a person from approaching the National Consumer Commission, the Information Regulator or another competent authority where entitled to do so.

These Terms are governed by the laws of the Republic of South Africa. Subject to any mandatory consumer jurisdiction, proceedings may be brought before a South African court with jurisdiction.

FAH may update these Terms to reflect service, operational or legal changes. The effective date will be updated. Material changes affecting an active paid service will not be applied retrospectively in an unfair manner. Continued use after a notified change takes effect constitutes acceptance where legally valid.

If a provision is unlawful or unenforceable, it will be limited or severed only to the extent necessary, and the remaining provisions will continue. A delay in enforcing a right is not a waiver. No person other than the parties has a right to enforce these Terms unless the Terms or law expressly provide otherwise.

If an accepted quotation, invoice or signed service agreement conflicts with these general Terms, the more specific written term governs that specific service, except where it is unlawful.

Questions, cancellation notices, legal notices and platform reports may be sent using the details below. A notice is not treated as received merely because it was posted on social media.

Operational legal draft prepared for Find At Home's current directory and managed website-service model. Operational legal draft prepared for Find At Home's current directory, website-service and controlled Online Ordering model. Independent South African legal review remains recommended as the service model develops.