askowethu.co.za

Payment & Payout Policy

Effective date: 5 July 2026

1. Purpose

This Payment & Payout Policy explains how payments are collected, held, processed, and paid through the AskOwethu Platform. It forms part of the AskOwethu Terms of Use and Service Provider Agreement. By using the Platform as a Customer or Provider, you agree to this Policy.

2. Definitions

For purposes of this Policy:

• Booking means a service request accepted by a Provider and confirmed by the Customer through the Platform.
• Customer means the individual or business requesting services through AskOwethu.
• Provider means the independent service provider registered on the Platform.
• Platform Fee means the fee charged by AskOwethu for providing access to the Platform, payment processing, customer support, fraud prevention, dispute management and related services.
• Provider Earnings means the amount payable to a Provider after all applicable deductions.
• Completion Code means the unique verification code issued to the Customer to confirm satisfactory completion of a booking.

3. How the Payment Process Works

The AskOwethu payment process follows these steps:

• A Customer submits a service request.
• A Provider submits a quotation.
• The Customer accepts the quotation.
• The Customer pays the total amount shown on the Platform.
• The payment is processed through an authorised third-party payment service provider.
• Funds are securely held until the booking is completed or otherwise released under this Policy.
• The Provider completes the work.
• The Customer confirms completion by providing the Completion Code, or AskOwethu otherwise confirms completion.
• AskOwethu calculates the Provider's earnings after applicable deductions.
• Eligible earnings are included in the next scheduled Wednesday payout.

4. Customer Payments

Customers must pay through the AskOwethu Platform using the available payment methods. Accepted payment methods may include:

• Debit cards
• Credit cards
• Instant EFT
• Digital wallets
• Other payment methods introduced by AskOwethu

Cash payments for Platform bookings are not permitted unless AskOwethu expressly enables that payment option.

5. Payment Authorisation

By confirming a booking, the Customer authorises AskOwethu and its authorised payment service providers to:

• charge the selected payment method;
• verify payment details;
• collect all amounts due;
• recover unpaid amounts;
• process refunds where applicable;
• apply authorised adjustments;
• process cancellation fees where applicable.

6. Holding of Customer Funds

Customer payments are securely processed through authorised third-party payment service providers. Until funds are released:

• AskOwethu may instruct the payment provider to hold the funds;
• funds may remain pending while fraud checks are completed;
• funds may be held while disputes are investigated;
• funds may be held while refunds are processed.

AskOwethu is not a bank and does not operate as a deposit-taking financial institution.

7. Completion of Bookings

A booking is generally regarded as completed when:

• the agreed services have been performed;
• the Customer provides the Completion Code; or
• AskOwethu determines, based on available evidence, that the booking has been completed.

The Completion Code should only be shared after the Customer is reasonably satisfied with the completed work.

8. Provider Earnings

Provider Earnings are calculated by deducting any applicable amounts from the agreed service price, including:

• AskOwethu's platform commission;
• payment processing fees (where applicable);
• refunds authorised under Platform policies;
• chargebacks;
• taxes required by law (if applicable);
• fraud-related reversals;
• other lawful deductions disclosed to the Provider.

Providers are responsible for reviewing their earnings history within the Platform.

9. Payout Schedule

AskOwethu processes Provider payouts every Wednesday. The payout includes eligible earnings from bookings completed during the previous Monday to Sunday period.

Example: booking completed Tuesday, week closes Sunday, payout processed the following Wednesday.

If a scheduled payout day falls on a public holiday, AskOwethu may process payouts on the next available business day.

10. Payout Requirements

To receive payouts, Providers must:

• maintain an active AskOwethu account;
• provide accurate banking information;
• complete identity verification;
• comply with Platform policies;
• resolve any outstanding account restrictions.

Incorrect banking details may delay payment.

11. Pending, Available and Paid Earnings

Provider earnings may appear in three categories.

Pending

Amounts awaiting:

• Completion Code confirmation;
• fraud review;
• dispute resolution;
• the scheduled payout date.

Available

Amounts approved for the next Wednesday payout.

Paid

Amounts successfully transferred to the Provider's nominated bank account.

12. Disputed Bookings

If a Customer disputes a booking before confirming completion:

• payment may remain on hold;
• AskOwethu may investigate the matter;
• AskOwethu may request evidence from both parties;
• payout may be delayed until the investigation concludes.

AskOwethu may determine an appropriate outcome based on the available evidence.

13. Refunds

Refunds may be issued where appropriate, including where:

• a booking is cancelled in accordance with Platform policies;
• a Provider fails to attend the booking without reasonable cause;
• services materially differ from the agreed scope;
• duplicate payments occur;
• payment processing errors occur;
• required by law.

Refunds may be full or partial. Refund processing times depend on the Customer's payment provider.

For the full rules on cancellations and refunds, see our Cancellation & Refund Policy.

14. Chargebacks

Where a Customer successfully initiates a payment chargeback:

• AskOwethu may recover the relevant amount;
• Provider Earnings may be adjusted;
• future payouts may be withheld;
• additional verification may be required.

Fraudulent chargebacks may result in Customer account suspension.

15. Fraud Prevention

AskOwethu may delay, withhold or reverse payments where fraud is suspected. Examples include:

• fake bookings;
• collusion;
• stolen payment methods;
• identity fraud;
• false Completion Codes;
• duplicate Provider accounts;
• manipulated quotations;
• payment abuse.

AskOwethu may permanently suspend accounts involved in fraudulent activity.

16. Failed Payouts

Where a bank transfer fails due to incorrect banking information or other factors beyond AskOwethu's reasonable control:

• the payout will remain pending;
• the Provider may be required to update banking details;
• AskOwethu will attempt to process the payment during a future payout cycle.

17. Tax Responsibilities

Providers are responsible for:

• declaring income;
• paying income tax;
• VAT obligations (where applicable);
• maintaining accounting records.

AskOwethu does not provide tax advice.

18. Payment Records

Customers and Providers may access transaction histories through the Platform where available. AskOwethu may retain payment records for compliance, accounting, legal and fraud prevention purposes.

19. Policy Changes

AskOwethu may amend this Policy from time to time. Material changes will be communicated through the Platform or by other reasonable means. Continued use of the Platform after changes take effect constitutes acceptance of the revised Policy.

20. Contact

AskOwethu (Pty) Ltd

• Email: Info@askowethu.co.za
• WhatsApp: +27 64 626 2875

If you have any questions regarding payments or payouts, please contact our support team before initiating a dispute with your payment provider.