Privacy Policy & Terms

Silver Hands is a web-based marketplace that connects customers in South Africa with verified service providers across any industry. The platform lets you describe the work you need, receive and negotiate quotes, and pay securely into escrow — with funds released only when you confirm the job is done. Silver Hands is operated online and is currently available as a web application.

Both customers and service providers must register an account and create a profile to use the platform. When you sign up you choose whether you are joining as a Client or as a Service Provider. Providers must complete an onboarding profile (business name, services, areas, and verification details) before they can receive quote requests. You are responsible for keeping your login credentials secure and for the accuracy of the information on your profile. Providers may be subject to verification at the platform’s discretion; a “verified” badge reflects checks we have performed and is not a guarantee of performance.

When you request a quote you are asked to complete a Scope of Work — describing the job, materials needed, property type, urgency, and access notes — so that providers can quote accurately. Providers respond with a quoted price and estimated duration. The initial quote is an estimate only and not a binding contract until you and the provider agree on a final price.

Once a quote request is sent, you and the provider can negotiate the price and details through the in-app Messages feature. Either party may send an offer, and the other party may accept, decline, or send a counter-offer. Negotiations are not binding until an offer is accepted. When an offer is accepted, a booking is created automatically and the agreed price is locked in. The customer then pays the agreed amount (plus applicable fees) into escrow to start the job.

The price you negotiate with a provider is the “agreed price”. After negotiation, a mandatory service fee of 15% is added to the amount the customer pays. This service fee is not optional and is added to the customer’s balance at checkout. An optional insurance fee of 3% of the agreed price may be added at checkout to cover certain protections; you may decline insurance and the fee will not be charged. The total you pay at checkout is the agreed price plus the service fee, plus insurance only if you choose to add it.

Payments are processed through PayFast, a South African payment gateway. When you pay, funds are held securely by Silver Hands in escrow — they are not released to the provider until you confirm the work is complete. Once you confirm, the agreed price (less the platform service fee) is released to the provider. If a dispute arises, funds may be held pending resolution. Refunds, where applicable, are handled in accordance with our dispute process.

After a job is completed, both customers and providers may leave a rating and written feedback — customers rate providers, and providers rate clients. Reviews should be honest and based on genuine experience. We may remove reviews that are fraudulent, abusive, or unrelated to a real transaction. Retaliatory or fake reviews may result in account restrictions. As a Christ-centred community built on trust and honesty, Silver Hands applies an automatic quality safeguard: if a provider or a client receives three (3) consecutive low ratings (two stars or below) on completed jobs, their account is automatically suspended and placed under review. A suspended provider is hidden from the marketplace and cannot receive new bookings; a suspended client cannot place new bookings. Suspended accounts are reviewed by Silver Hands and may be reinstated if the concern is resolved. This standard applies equally to providers and clients, so that our marketplace reflects the integrity and care we are called to.

If you are unhappy with the work, you may raise a dispute before releasing escrow. Silver Hands will review the scope of work, chat history, and evidence from both parties, and may release, partially release, or refund the held funds. Decisions are made in good faith and aim to be fair to both customers and providers.

We collect the information you provide when registering and building your profile (name, email, location, business details), details of your quote requests, chat messages, bookings, and payments. We use this to operate the marketplace, process payments, prevent fraud, and provide support. Payment card details are handled entirely by PayFast and are never stored on Silver Hands servers.

Chat messages are used to facilitate quotes and bookings. We do not sell your data. Messages may be reviewed by Silver Hands staff solely to resolve disputes or enforce platform policies. Contact details shared in chat are the responsibility of the parties sharing them.

The platform uses cookies and local storage to keep you logged in, remember preferences such as your account role, and improve performance. We do not use cookies for third-party advertising.

Under the Protection of Personal Information Act (POPIA), you may request access to, correction of, or deletion of your personal information. To exercise these rights, contact us using the details below. We will respond within a reasonable timeframe.

If you have questions about this policy, your account, or a transaction, please contact Silver Hands support through the app or the contact details published on the platform. This policy may be updated from time to time; material changes will be communicated within the app.