My Local Hero
Customer Terms
Customer Terms
How A My Local Hero Booking Works
Version: 15 October 2026 (v13)
On This Page
Supplier Details
These terms are between you and My Local Hero (Pty) Ltd, trading as My Local Hero. Company registration: 2026/651964/07. Registered office: 74 Liverpool Street, Hout Bay, Cape Town, Western Cape, 7806. Website: book.mylocalheroes.co.za. Email: info@mylocalheroes.co.za. Telephone and WhatsApp: 082 200 1992.
Our Role
My Local Hero operates a local-services connection and booking platform. We present suitable contractors who have completed our stated verification checks, record the contractor you choose or approve, connect you with that contractor, coordinate attendance and facilitate the disclosed call-out payment. Verification reduces risk but is not a guarantee of future conduct or workmanship.
The Contractor’s Role
The contractor is an independent service provider and is responsible for inspecting the problem, deciding how the work should be performed, complying with applicable laws and safety requirements, and providing any quotation, labour, materials, invoice and warranty relating to work beyond the disclosed call-out service. My Local Hero does not perform, supervise, price or guarantee that separate repair work.
Call-Out Fee
Each contractor sets a total call-out price above R150, including travel, the fixed R150 My Local Hero fee and up to one hour on site for assessment and labour on the booked task. Assessment and diagnosis count towards that hour. The included hour starts when the customer confirms the contractor’s recorded arrival, before work begins. You approve the exact total before paying; no extra travel charge is added afterwards. Materials, additional time and further visits are excluded unless expressly included. The agreed price applies if the task finishes sooner. Completion of a repair is not guaranteed where parts or additional work are needed. Any extra hours or work require a separate direct agreement with the contractor.
Availability Checks And Masked Profiles
After you confirm a request, My Local Hero may ask ranked groups of suitable contractors whether they are available using limited service, general area and timing information. Available options may appear as contractors respond. The booking page will show the options and any applicable search or offer expiry. Availability is not guaranteed. An availability response may reserve that option for the period shown, but it is not a final assignment and does not authorise a charge. Before payment, a shortlist may identify contractors only through a masked profile, verification status, relevant service information, eligible ratings and completed-job count, confirmed arrival time and exact call-out total. Direct contact details, a searchable full business identity and unrelated personal information are not displayed at this stage.
Your Selection And Payment Approval
You choose from the available options, or for an emergency you may be shown the first suitable available option. The selected contractor must confirm they can still attend at the agreed time and price before payment becomes available. Before any payment request, we will display the exact total call-out price and identify the contractor option to which it relates. Payment requires your express action on a button that states the amount payable. We will not automatically charge you, substitute a higher-priced option or treat silence as consent. If an availability hold expires before payment succeeds, we will ask you to choose or approve an available option again.
Cancelling An Availability Search
You may cancel the contractor search before selecting and paying for an option. We will stop unsent availability checks, release unused temporary options and confirm that the search has ended. No call-out charge applies where no payment has been completed and no contractor has been finally assigned. A cancellation after payment or final assignment is handled under the cancellation and refund policy.
When Contact Details Are Released
The selected contractor is finally assigned only after your selection, successful payment where required, and our assignment confirmation. Before assignment, contractor profiles remain masked and the customer’s exact address and direct contact details are concealed. After confirmed assignment, the contractor receives the service location and information needed to attend. Routine updates and support use the job card and My Local Hero’s channels; assignment does not automatically authorise sharing personal phone numbers. For optional separate work, after the customer confirms call-out completion and records interest in an estimate during the available 24-hour period while the card remains open, the customer may choose to open WhatsApp with the contractor’s work number. Recording interest alone sends no message and does not share the customer’s number. Sending a WhatsApp message shares the customer’s number with the recipient. Final extra-work arrangements are made directly. You may not use masked profiles, availability information or platform records to bypass My Local Hero or obtain the same introduced call-out outside the platform.
Important Allocation Of Responsibility
Please read this section carefully. My Local Hero is responsible for operating the local-services connection and booking platform, the accuracy of its own representations, handling the disclosed call-out payment and coordinating the accepted contractor’s attendance. The contractor is independently responsible for diagnosis, any separate quotation, repair work, people, equipment, parts, materials, safety, invoices and warranties. This allocation does not waive or limit a right or liability that cannot lawfully be waived or limited.
Separate Work Recommendations And Estimates
The contractor may use the job card to recommend separate work and provide an approximate estimated amount. The contractor supplies the recommendation and estimate; My Local Hero only presents them and records the customer’s response. The estimate is indicative, not a fixed quotation, invoice, payment request or guarantee of the final cost. A response on the job card records interest or a decision not to proceed; it does not authorise work or confirm payment.
Direct Arrangements For Extra Work
Before extra work begins, the customer and contractor must agree the final scope, price, timing and permission to start directly, including any estimate or quotation required by law. They arrange payment, completion, invoices, warranties and any follow-up directly with each other. My Local Hero does not supervise, authorise, track completion of, collect payment for, guarantee or manage refunds for this separate work as part of its service. 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.
Timing And Access
A preferred date or time is not confirmed merely because it was requested or a contractor indicated availability. Confirmation occurs only when you approve an available option, required payment succeeds and My Local Hero issues the final assignment confirmation. You must provide accurate access and contact information and ensure that an authorised adult can grant safe access to the property.
Call-Out Completion, Complaints And Refunds
Only the booked call-out is marked complete and reviewed through My Local Hero. Declining a separate estimate does not make a properly supplied call-out unsuccessful. Report call-out no-shows, incomplete call-outs, payment errors or concerns about My Local Hero promptly through our official channel. Call-out refund requests are reviewed by a person, considering relevant records and a fair opportunity for both parties to respond. A complaint alone does not establish fault or guarantee a refund. Any call-out payout hold depends on the approved payment provider and disclosed settlement arrangement. Separate-work disagreements are addressed directly with the contractor, without limiting any lawful remedy or My Local Hero’s own responsibilities.
Fair Complaint Assessment
A person at My Local Hero reviews call-out refund requests using the agreed call-out scope, what was supplied, payment and attendance records, relevant evidence and responses from both parties. We give reasons for a full refund, partial refund, remedy or refusal and allow further evidence or a review. A rating, allegation or repeated request does not by itself establish fault. Duplicate claims are linked to the same case, and only one refund is issued for the same charge and loss. A reasonable opportunity to provide necessary information is given before an unsupported claim is declined. Statutory consumer rights remain protected.
Customer Reviews
After a completed booking, you may receive a personal, expiring link to review the contractor. Submit only honest feedback about that booking and do not include private, abusive, unlawful or misleading content. Reviews may be checked for eligibility, duplication, relevance, fraud and personal information before they contribute to a displayed score. A review does not itself open a complaint or refund request; contact My Local Hero support separately if you require assistance or a remedy.
Cancellations And Refunds
You may cancel an advance booking. Our intended pre-visit process is cancellation and a full customer refund, followed by a new search if needed. Provider fees and refund timing are awaiting TradeSafe confirmation before live payments begin. A contractor no-show or a call-out that cannot be supplied qualifies for a full refund of the call-out payment. Other service failures will be remedied or refunded to the extent required by law. Our full cancellation and refund policy forms part of these terms.
Responsibility
Each party remains responsible for the services and obligations it actually provides. Nothing in these terms excludes rights or liability that cannot lawfully be excluded, including liability that applicable law does not permit a supplier to avoid. My Local Hero remains responsible for its own platform conduct and representations. The contractor remains responsible for the contractor’s diagnosis, separate quotations, repair work, people, equipment, parts, materials, safety compliance, invoices and warranties. Describing the parties’ roles does not decide liability where the law provides otherwise.
Privacy
Our privacy notice explains how booking and location information is used and shared. Before final assignment, a prospective contractor receives only limited information needed to confirm availability, and the customer sees a masked profile. The exact service location is disclosed to the assigned contractor after the customer approves the price, required payment succeeds and assignment is confirmed. Direct contact sharing follows the customer-initiated process described above.
Contact
For help with a booking, contact My Local Hero (Pty) Ltd on 082 200 1992 or at info@mylocalheroes.co.za.
Payment Release And The Review Window
Our proposed TradeSafe arrangement uses a 24-hour accept-or-dispute window after the booked call-out is completed. The precise completion trigger, release conditions, provider charges and dispute process must be confirmed and disclosed before live payment. Customer confirmation, an optional rating and MLH’s manual closure are distinct steps; a rating is not required. Reporting targets and payment release do not remove statutory complaint or refund rights.