Dispute Resolution Policy

This policy explains how disagreements between clients and service providers on the Copus platform are raised, reviewed, and resolved, including when refunds apply.

1Introduction

Copus connects clients with skilled service providers (“SPs”) for professional, practical, artistic, and informal services. While most bookings on Copus go smoothly, this policy sets out what happens when they don’t, and what every user can expect from the process.

This policy applies to every booking made through the Copus platform, regardless of how the booking was paid for (in-app payment or cash-on-service).

This document is written in plain language for everyday use. It does not replace your rights under South African law, including the Consumer Protection Act 68 of 2008 (“CPA”).

2Who Can Raise a Dispute

Either party to a booking can raise a dispute:

A dispute can only be raised against a specific, existing booking. General complaints not tied to a booking should be sent to Copus support instead.

3Grounds for a Dispute

Copus recognises the following categories of dispute. When raising a dispute, you will be asked to select the category that best matches your situation.

Work not completed

The service provider did not perform the work at all, or abandoned it partway through without a reasonable explanation.

Work not completed to the agreed quotation

The work delivered does not match what was agreed in the accepted quote, whether in scope, materials, or specification.

Unacceptable quality

The work was completed and matches the agreed scope, but the standard of work is so poor that a reasonable person would not accept it.

No-show

One party failed to show up for a scheduled on-site booking without prior notice.

Wrong service delivered

The SP delivered a different service than the one booked or quoted.

Payment dispute

A disagreement over whether payment was made, the amount paid, or a duplicate charge. This includes disputes over cash payments where one party claims payment was made and the other disputes it.

Communication or conduct

Unprofessional, abusive, or unreasonable conduct during the course of a booking that falls short of safety or harassment concerns (see 3.9 below).

Cancellation dispute

A booking was cancelled in a way that breached Copus’s cancellation terms, for example a very late cancellation causing loss to the other party. Refer to the Cancellations & Refunds section in the Copus Terms of Service for the applicable penalties.

Minor on-the-job safety concerns

Lower-severity safety issues connected to how a job was carried out (for example, an SP not following basic safety precautions resulting in minor property damage).

Serious safety incidents (harassment, threats, fraud, or anything that makes you feel unsafe) are not handled through the dispute process described in this document. These are escalated immediately through Copus’s separate Safety Reporting feature, available from the booking or profile screen, and may also warrant contacting local authorities.

Other

Any other booking-related issue not captured above. You will be asked to describe the issue in your own words.

4Time Limits for Raising a Dispute

Copus uses fixed time limits so that disputes are raised while details are fresh and evidence is easy to gather. These limits also protect service providers from being held in limbo indefinitely.

Situation

Time limit

Counted from

Work not completed at all, or SP no-show

48 hours

Scheduled end time of the booking

Quality or scope issues on completed work

24 hours

Job marked complete by the SP (the standard confirmation window)

Disputes raised after the 24-hour confirmation window has closed

Up to 30 days

Job completion date, reviewed as a Formal Dispute (see Section 6)

Payment, cancellation, communication, and other disputes

30 days

Date of the relevant booking or event

Absolute outer limit for all dispute types

60 days

Job completion or scheduled date

Disputes raised after the relevant time limit will not be accepted through the standard process. If you believe there are exceptional circumstances that prevented you from raising your dispute in time, please contact Copus support directly.

5Quick Dispute Process (for time-sensitive issues)

Most disputes (work not completed, no-shows, and quality issues raised within the relevant time limit) go through Copus’s Quick Dispute process, designed to resolve straightforward issues fast.

Step-by-step

If you disagree with the outcome

Either party can ask for the dispute to be escalated to the Formal Dispute process described in Section 6, if they believe the Quick Dispute outcome was incorrect or unfair.

6Formal Dispute Process

More serious disputes, or any Quick Dispute that has been escalated, go through a more thorough Formal Dispute process.

Step-by-step

Your rights beyond Copus

Copus’s Formal Dispute process is the final step within the platform. It does not replace or limit your legal rights. If you remain unsatisfied with the outcome, you may have the right to escalate the matter under the Consumer Protection Act 68 of 2008, including approaching the relevant consumer protection authority, an accredited ombud scheme, or the National Consumer Tribunal, or to pursue the matter through the courts.

7Refunds and Payment Outcomes

When a dispute results in a refund or other financial outcome, the following principles apply. All refunds are processed only after the relevant dispute has been raised, reviewed, and accepted through the Copus dispute process. Refund and payment queries can be directed to disputes@copus.co.za.

Possible outcomes

How refunds are funded

Where a service provider has not yet received their payout for a disputed booking, the disputed amount is simply held back and not included in their next scheduled payout.

Where a service provider has already been paid out for a disputed booking, the refunded amount is deducted from their Copus balance and recovered from their future earnings.

Copus’s service fee on a booking is calculated on the original agreed amount. Where a partial refund is issued, this fee is not recalculated. The refund is absorbed by the service provider’s portion of the payment, not by Copus’s service fee.

Cash-on-service bookings

For bookings paid in cash directly to the service provider, Copus cannot process a refund through the platform. In these cases, an upheld dispute will be reflected in the service provider’s standing and account balance on Copus, but the client should expect any cash refund to be arranged directly with the service provider where Copus’s ruling supports one.

Timing

Approved refunds are processed as soon as practicable after a ruling is issued. EFT and card refunds may take a number of business days to reflect, depending on your bank or payment provider.

8While a Dispute Is Open

9Fair Use of the Dispute Process

The dispute process exists to resolve genuine issues. Copus monitors for patterns of bad-faith disputes, including but not limited to repeated unfounded claims intended to avoid payment, or repeated failure to deliver agreed work. Accounts found to be misusing the dispute process may face restrictions, including limits on future bookings.

Questions about this policy can be directed to Copus support through the in-app Help section, or by emailing disputes@copus.co.za.