My Local Hero
Local Help. Made Easy.
Contractor operating terms
Your Responsibilities As A Local Hero
Version: 15 October 2026 (v12) · Application-stage summary
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Who These Terms Are With
These application-stage terms are issued by My Local Hero (Pty) Ltd, trading as My Local Hero, registration number 2026/651964/07, with its registered office at 74 Liverpool Street, Hout Bay, Cape Town, Western Cape, 7806.
Independent Service Provider
You provide services as an independent business and not as an employee, worker, partner or agent of My Local Hero. You choose whether to accept each individual offer, may work for customers and other platforms, determine your own availability, provide and control your own people, methods, tools and equipment, and remain responsible for your taxes, licences, insurance and business expenses. My Local Hero does not guarantee exclusivity, minimum hours, salary, benefits or any volume of bookings. These terms do not override the true legal nature of the relationship, which depends on how the arrangement operates in practice.
Qualifications And Verification
You must provide accurate information, maintain every qualification, registration, licence and insurance required for your services, notify My Local Hero of changes or expiry, and permit reasonable verification. You may not represent yourself as approved until activation is confirmed.
Job Offers And Call-Out Earnings
Each offer should show the service, area, timing, total customer call-out fee and your expected call-out earnings. You set one total call-out price above R150, including travel, the R150 MLH fee and up to one hour on site for assessment and labour. The included hour starts when the customer confirms the contractor’s recorded arrival, before work begins. You may accept or decline. The fixed My Local Hero platform fee is currently R150 per completed booking unless a later agreement states otherwise. Your Share is the customer total less the R150 MLH fee, with no further payment-processing or settlement-fee deductions. My Local Hero covers those fees and applicable provider refund charges. This does not make earnings payable for a cancelled or refunded call-out.
Availability Check And Temporary Reservation
My Local Hero may ask ranked groups of suitable contractors whether they are available using limited job information. Confirming availability creates only a short temporary reservation for the period stated; it does not assign the customer, guarantee payment or entitle you to earnings. The customer may see your masked option as soon as it is ready, wait for up to three options and choose another contractor. Unused options are released when a customer selects and pays for one option or the stated hold expires. A final assignment exists only after the customer selects your option, approves the exact total, required payment succeeds and My Local Hero sends the assignment confirmation.
Information Before Final Assignment
Before final assignment, you may receive the service category, general area, requested arrival time and limited problem information needed to decide availability. You must not attempt to identify or contact the customer outside the platform. The customer may see a masked profile containing your verification status, relevant service information, rating, completed-job count, confirmed arrival time and price, but not your direct contact details or full searchable business identity. The exact service location is shared only after selection, verified payment and confirmed assignment. Routine updates use the job card. After call-out completion and an interested response within the review period while the card is open, the customer may choose to contact you directly; interest alone sends no message.
Separate Work Recommendations And Estimates
You may recommend extra work and give an approximate estimated amount through the job card. Label the estimate clearly, describe the recommendation honestly and explain relevant assumptions or exclusions. You—not My Local Hero—are responsible for diagnosis, any final estimate or quotation, pricing, labour, materials, workmanship, safety, invoices, warranties and legal compliance. Do not imply that My Local Hero set, approved, supervises or guarantees this work or price.
Agree Extra Work Directly With The Customer
A customer response to the job-card estimate records interest only; it is not a platform work-authorisation notice or evidence of payment. Agree the final scope, hours, price, timing and permission to begin directly with the customer before starting, including any estimate or quotation required by law. Obtain fresh agreement for changes. Handle the additional work, payment, completion and follow-up directly with the customer. My Local Hero facilitates the recommendation and estimate feature only. Do not pressure the customer, operate their device or treat silence as consent. Nothing in this allocation removes a consumer right or responsibility that cannot lawfully be excluded. My Local Hero remains responsible for its own conduct and representations.
Consumer Rights And Fair Dealing
You must give customers clear, plain-language information, honest pricing and any estimate or quotation required by law before additional work begins. You may not ask a customer to waive a non-waivable right, use unfair terms or make misleading claims about your services, qualifications or relationship with My Local Hero.
Customers, Staff And Subcontractors
Treat customers professionally, protect their personal information and use it only for the accepted booking. You remain responsible for your employees, assistants and subcontractors and may use them only where lawful, appropriately qualified and permitted by the final contractor agreement.
Call-Out Completion, Complaints And Payouts
Record arrival, the booked call-out outcome and completion honestly. The job-card completion process covers the call-out only; it does not certify separate work. Cooperate with fair call-out complaint reviews and provide relevant records. A complaint alone is not proof of fault or an automatic refund or deduction. Only the affected call-out earnings may be held where the approved payment provider and disclosed settlement arrangement support it. A pending amount is not settled. You handle separate-work completion and payment directly with the customer.
Delays And Emergencies After Accepting A Job
If you expect to arrive more than 15 minutes after the agreed window, use the running-late option on the active job page as soon as possible. Give a reasonable estimated delay and a brief, accurate reason so My Local Hero can record the update and notify the customer. If a genuine emergency prevents attendance, notify My Local Hero immediately and do not transfer the booking yourself. My Local Hero cancels the affected booking and arranges refund follow-up. A funded transaction cannot be redirected to a replacement contractor; the customer starts a new search if they still need help. You will not earn the call-out allocation where you did not supply it, and you must not request payment from the customer. Repeated or avoidable late withdrawals may affect future offers, while genuine emergencies will be assessed fairly.
Late-Withdrawal And Reassignment Charge
After you voluntarily accept an offer, My Local Hero may propose a reasonable charge of up to R150 if you withdraw from a scheduled booking with less than 24 hours’ notice, withdraw from a same-day booking with less than two hours’ notice, withdraw from an emergency booking after acceptance, or fail to attend without notifying us. This is not an automatic fine. We will give you the reason and at least 48 hours to explain or provide relevant evidence before a person decides whether to waive, reduce or approve the charge. Genuine medical or family emergencies, accidents, breakdowns, serious safety concerns, severe weather, customer-caused changes, platform errors and other circumstances reasonably beyond your control may be exempt.
How An Approved Charge May Be Recovered
An approved charge must be proportionate to the disruption and reasonable cancellation costs. It may be recorded or recovered only as expressly authorised in the final signed contractor agreement and applicable law. It will not be taken automatically from your bank account, applied to an unrelated disputed or held booking, or imposed merely because you declined an offer before accepting it. You will receive the decision and may request a review.
Refunds And Customer Remedies
You must cooperate with lawful cancellation, remedy and refund requests relating to services you supply. If your no-show or failure causes the call-out payment to be refunded, the related contractor earnings will not become payable and a settled amount may be recovered where the final contractor agreement and law permit. My Local Hero’s cancellation and refund policy does not reduce your direct obligations to the customer.
Complaint Evidence And Recovery
You must respond within the reasonable review period stated in the case notice and provide accurate records relevant to the disputed booking. My Local Hero may hold only the affected earnings while the matter is reviewed. Where reliable evidence shows that your no-show, misconduct or failure caused a lawful refund, the affected earnings may be withheld or a previously settled amount recovered only as permitted by the final contractor agreement and applicable law. You will be told the reason and given a fair opportunity to respond, except where immediate action is reasonably necessary for safety, fraud prevention or legal compliance.
Ratings And Reliability
Customers may submit a verified review after a completed booking. Public customer ratings and My Local Hero’s internal reliability records are separate. A disputed allegation, unresolved complaint or proposed charge will not automatically reduce your reliability record. Reviews may be checked for booking eligibility, duplication, abuse, fraud, relevance and personal information. You may respond to a disputed factual allegation through the review process. Declining an unaccepted offer does not reduce your rating or reliability.
Insurance And Responsibility
You are responsible for loss, damage, injury, defective work or legal non-compliance caused by you or the people you use, subject to applicable law. The final onboarding agreement may require specified insurance and reasonable indemnities before activation.
Final Onboarding
This application-stage summary records the operating principles but does not activate a contractor. Approved applicants must complete verification and accept the final contractor agreement before receiving live jobs.