/Legal/Dispute Resolution Policy

Dispute Resolution Policy

Last updated: 4 April 2026

This policy describes how disputes should be raised and resolved on MaidServSA.

Table of Contents

1. Scope

This policy applies to:

  • CLIENT and MAID disputes (payment, conduct, communication, ratings)
  • User-platform disputes (moderation, suspension, access decisions)

2. Step 1: Informal Resolution

Users should first attempt direct resolution through in-app messaging for the related job conversation.

3. Step 2: Platform Mediation

If direct resolution fails, users may submit reports for review.

3.1 Message disputes

Report the message in the app using the Report button in the conversation. An admin reviews the report and may redact (hide) the message. A report moves from open, to reviewed, to resolved.

3.2 Rating disputes

Report the rating in the app using the Report button on the rating. An admin reviews it and may hide the rating, restore a rating that was previously hidden, or close the report with no change.

3.3 General reports

For concerns about user profiles, job listings, applications, messages, or suspicious activity that fall outside the message- or rating-specific flows, use the Report button on the item. You choose a reason and a severity level (low, medium, or high) and can add optional detail.

  • Once a report is submitted, the reported item is locked (cannot be edited or deleted) until an admin resolves it.
  • An admin reviews the report and resolves it with an action: no action, a warning, suspension, or a ban. Involved parties may be notified by email about the outcome.
  • A report moves from open, to under review, to resolved.

3.4 Support channel

You can also contact support@maidservsa.co.za with relevant details and evidence.

4. Step 3: Formal External Resolution

If internal steps are insufficient, parties may consider appropriate South African forums, including:

  • National Consumer Commission (NCC), where applicable
  • Commission for Conciliation, Mediation and Arbitration (CCMA), where applicable
  • Small Claims Court (currently for claims generally below R20,000)
  • Magistrate's Court or High Court, depending on claim type and value

5. Alternative Dispute Resolution

Parties may agree to private mediation or arbitration before court proceedings when practical.

6. Limitation Period

Claims should be raised as soon as possible. Rights may be affected by statutory limitation/prescription periods, including principles under the Prescription Act, 1969.

7. Governing Law

All disputes are governed by South African law and interpreted with the Terms of Service and Service Agreement.