Terms & Conditions

Last updated: 5/22/2026

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Welcome to Tideez. These Terms and Conditions explain how customers, helpers, and visitors may use the Tideez website, mobile app, and related services.

By using Tideez, you agree to these Terms. If you do not agree, please do not use our platform.

1. About Tideez

Tideez is a South African home cleaning services platform that allows customers to book cleaning services and get matched with available helpers.

Customers can choose a service, select a date and time, add extras, make payment, manage bookings, receive notifications, confirm job start, and leave reviews after completed services.

Tideez may assist with booking, matching, payments, communication, support, and service management.

2. Platform Role

Tideez acts as a platform that connects customers with helpers for home cleaning services.

Tideez is not responsible for every action, omission, delay, or conduct of customers or helpers, but we may take reasonable steps to manage complaints, remove users, cancel bookings, or assist where issues arise.

3. User Accounts

To use certain features, you may need to create an account.

You agree to:

• provide accurate information;

• keep your login details secure;

• update your information when it changes;

• not allow someone else to use your account without permission;

• notify Tideez if you suspect unauthorized access.

Tideez may suspend, restrict, or delete accounts that provide false information, misuse the platform, or breach these Terms.

4. Customer Bookings

Customers can book services through the Tideez app or website.

A booking may include:

• service type;

• address;

• date and time;

• add-ons;

• customer notes;

• total price;

• payment status;

• assigned helper details.

A booking is only treated as confirmed once payment has been successfully completed and a helper has accepted or been assigned to the job.

Tideez does not guarantee that a helper will always be available for every booking request.

5. Customer Responsibilities

Customers agree to:

• provide the correct address and access details;

• select the correct service, date, and time;

• be available or reachable during the booking;

• provide access to the property;

• ensure the property is safe for the helper;

• treat helpers respectfully;

• pay through the official Tideez payment process;

• provide cleaning supplies and equipment where required.

Unless Tideez clearly states otherwise, customers are responsible for providing the cleaning products, supplies, and equipment required for the service.

If a helper cannot complete a job because of incorrect details, no access, unsafe conditions, missing supplies, or customer unavailability, the booking may be cancelled or rescheduled according to Tideez policies.

6. Helper Responsibilities

Helpers agree to:

• provide accurate profile information;

• keep their availability updated;

• only accept jobs they can complete;

• arrive on time;

• perform services professionally and respectfully;

• follow reasonable booking instructions;

• respect customer property and privacy;

• notify Tideez or the customer if there is a problem;

• not request direct off-platform payments.

Tideez may suspend or remove helpers who fail to meet service standards, receive serious complaints, act dishonestly, or misuse the platform.

7. Services

Tideez may offer services such as:

• basic cleaning;

• deep cleaning;

• window cleaning;

• Airbnb turnover cleaning;

• move-in or move-out cleaning;

• selected add-on services.

Service availability may depend on the customer’s area, helper availability, date, time, and selected service type.

Tideez may update, remove, or change services and pricing from time to time.

8. Payments

Payments are processed through approved third-party payment providers, such as Paystack or another payment partner.

Customers must pay through the official Tideez payment process. Tideez does not support direct cash or private payment arrangements unless clearly stated by Tideez.

Prices may include:

• service cost;

• add-ons;

• booking fee;

• platform fee;

• any other amount shown before payment.

A booking will only be treated as paid once the payment provider confirms successful payment and Tideez updates the booking status.

9. Helper Earnings

Helpers may receive earnings for completed jobs according to Tideez’s platform rules and payment structure.

Tideez may deduct platform fees, payment processing fees, refunds, cancellations, penalties, or other approved deductions where applicable.

Helper payouts may be delayed if there are disputes, failed payments, incomplete jobs, incorrect helper details, or suspected fraud.

10. Cancellations and Rescheduling

Customers may request to cancel or reschedule a booking.

Cancellations and refunds may depend on:

• how close the cancellation is to the booking time;

• whether a helper has already accepted;

• whether the helper has already travelled or arrived;

• whether the service has started;

• payment provider processing times;

• Tideez’s cancellation rules at the time.

Tideez may cancel a booking if:

• no helper is available;

• payment fails;

• the address is incorrect;

• the customer cannot be reached;

• the property is unsafe;

• the service cannot reasonably be completed;

• there is suspected fraud or misuse.

11. Refunds

Refunds, where approved, may be processed back to the original payment method or issued as credit, depending on Tideez’s policy and the payment provider.

Refunds may take time to reflect depending on the payment provider and the customer’s bank.

Tideez may refuse refunds where a service was completed, where a customer provided incorrect details, where access was denied, or where the customer failed to follow the booking requirements.

12. Job Start and Completion

A helper may request to start a job through the app. The customer may be asked to confirm that the helper has arrived and the job has started.

When a helper marks a job as completed, the customer may receive a notification and may be asked to review the service.

Customers should raise any issues as soon as possible after the service is completed.

13. Reviews and Ratings

Customers may leave ratings and reviews after completed bookings.

Reviews must be honest, fair, and based on the actual service experience.

Tideez may remove reviews that are:

• false;

• abusive;

• discriminatory;

• threatening;

• offensive;

• unrelated to the service;

• used to harass a customer or helper.

14. User Conduct

Users may not:

• provide false information;

• abuse, threaten, or harass others;

• damage or misuse the platform;

• attempt fraud;

• avoid Tideez fees or payment systems;

• collect or misuse another user’s personal information;

• create duplicate or fake accounts;

• interfere with bookings;

• use Tideez for unlawful purposes.

Tideez may suspend or terminate accounts that breach these Terms.

15. Safety

Customers and helpers must act respectfully and safely.

Helpers should not be asked to perform unsafe, illegal, or unreasonable tasks.

Customers should ensure the property is safe and that the helper can perform the service without unreasonable risk.

Tideez may cancel or investigate bookings where safety concerns are reported.

16. Privacy

Tideez collects and processes personal information to provide services, manage accounts, process bookings, process payments, send notifications, provide support, improve the platform, and comply with legal obligations.

Please read our Privacy Policy to understand how we collect, use, store, share, and protect personal information.

17. Intellectual Property

The Tideez name, logo, branding, website content, app design, text, graphics, icons, and related materials belong to Tideez or its licensors.

You may not copy, reproduce, sell, modify, or misuse Tideez content without written permission.

18. Third-Party Services

Tideez may use third-party services for payments, hosting, analytics, communication, maps, authentication, storage, or other app functions.

Tideez is not responsible for third-party outages, errors, payment delays, or policies, but we may try to assist where possible.

19. Availability of the Platform

Tideez aims to keep the website and app available, but we do not guarantee that the platform will always be uninterrupted, error-free, or available.

We may update, suspend, or restrict access to the platform for maintenance, security, improvements, or operational reasons.

20. Limitation of Liability

To the extent allowed by law, Tideez will not be liable for indirect losses, loss of profit, loss of data, missed bookings, delays, payment provider issues, or matters outside our reasonable control.

Nothing in these Terms limits rights that cannot legally be excluded under South African law.

21. Account Deletion

Users may request account deletion through the app or by contacting Tideez.

Tideez may need to keep certain records where required for legal, payment, fraud prevention, dispute, tax, accounting, or business purposes.

22. Changes to These Terms

Tideez may update these Terms from time to time. When changes are made, the “Last updated” date may be changed.

Continued use of Tideez after changes means you accept the updated Terms.

23. Contact Us

For questions about these Terms and Conditions, contact us:

Tideez
Website: www.tideez.co.za
Email: business@tideez.co.za
Location: South Africa