Terms of service

Last updated: October 4, 2026

These Terms of Service ("Terms") govern your use of profind.co.za (the "Platform"), operated by Milan Technologies (Pty) Ltd, trading as ProFind ("ProFind", "we", "us", "our"). By using the Platform, you agree to these Terms. If you don't agree, please don't use the Platform.

1. What ProFind is

ProFind helps consumers discover, compare, contact, book and request urgent help from local businesses and independent service providers across South Africa. Depending on the business and its plan, the Platform may offer search and NOW AI matching, enquiries and messaging, ProFind Reserve bookings (including restaurant reservations), Emergency dispatch, and FeeShield protected payments.

2. ProFind's role as an intermediary

ProFind is a technology platform and intermediary. ProFind is not the provider of the services advertised by businesses listed on the Platform. When you hire, book, or otherwise transact with a business through ProFind, the agreement for the service is between you and that business — ProFind is not a party to it, does not supervise or perform the work, and does not control how a listed business conducts itself. Where ProFind facilitates a payment (for example, a deposit or a FeeShield protected fee), it does so as a payment facilitator on behalf of the business, through its payment processor, and in line with Sections 10 to 12.

3. Business accounts

If you create a business listing, you're responsible for: the accuracy of everything on your profile — business name, category, services, prices, service areas, availability, contact details, credentials, and any claims you make; keeping your profile, hours, Reserve availability and Emergency standby status up to date as your business changes; holding any licences, registrations, qualifications or insurance your business needs to lawfully offer the services you list; and responding to consumer enquiries, bookings and accepted Emergency requests in a reasonable and professional manner.

A false or misleading business profile is a breach of these Terms and may result in removal (Section 19).

4. Consumer accounts and use

If you create a consumer account, submit an enquiry, make a booking or request Emergency help, you agree to: provide accurate contact and location information so a business can actually respond to you; use the Platform lawfully, and not submit fraudulent, abusive, harassing, prank or spam requests; honour bookings you make or cancel them in time; and not use the Platform to scrape, resell, or misuse business or consumer data made available to you through it.

5. Free, Standard and Pro listings

ProFind offers different business plans, currently Free, Standard and Pro, each with different features, limits and visibility. The specific features included in each plan are described on the Platform's Pricing page rather than fixed permanently in these Terms, since plans may evolve over time. We will give reasonable notice of any material change to what a paid plan includes.

6. Subscription billing

Standard and Pro plans are paid subscriptions, billed on a recurring monthly basis through our payment processor, Paystack.

Cancellation. You can cancel a paid subscription at any time. Your plan's paid features remain active until the end of the period you've already paid for; you will not lose what you've already paid for early.

Failed payment. If a payment fails, we will attempt to notify you and allow a reasonable grace period to resolve it before any change to your plan.

Downgrade. If a failed payment is not resolved within the grace period, your listing may be automatically downgraded to the Free plan. This is not a suspension of your ability to use the Platform — your listing continues to exist with the Free plan's features and limits, and features beyond those limits (for example, extra photos, service areas, offers or Reserve) may be hidden or paused.

No pro-rata refunds are provided for a mid-period downgrade or cancellation, except where required by law.

7. ProFind Reserve bookings

ProFind Reserve lets eligible businesses (currently on the Pro plan) offer bookable services, appointments and reservations, with optional prices, durations, staff or resources, waitlists, reminders and loyalty features. When you make a booking, the business, service, date and time, any price or deposit, and the applicable cancellation and payment policy are shown to you before you confirm. A booking is confirmed when the Platform shows it as confirmed. Bookings you make appear in your Personal account under Reserve / My Bookings.

The business is responsible for honouring confirmed bookings, for the accuracy of its availability, and for the service itself. If a business cannot honour a booking, it must cancel it through the Platform as early as possible, and any amount you paid for that booking will be refunded in line with Section 11.

8. Restaurant reservations

Where a restaurant uses Reserve's restaurant mode, you choose a date, time, party size and, where offered, a seating preference. The restaurant allocates tables (which may be combined for larger parties) and may set a dining duration. Where a deposit applies, it is calculated for the full party size you book and is shown before you confirm. Restaurant reservations follow ProFind's standard cancellation framework in Section 11; restaurants cannot set their own cancellation percentages through the Platform.

9. Emergency dispatch

ProFind Emergency lets you send an urgent request, with your location, a description and optional voice note or photos, to nearby businesses that have opted in to Emergency and are on standby. Depending on the service, a responder may travel to you, or you may be directed to travel to the business (for example, a clinic or vet). ProFind may widen the search radius step by step when no responder is nearby, and may reroute your request if a responder does not accept in time.

ProFind does not guarantee that a responder will be available, will accept your request, or will arrive within any particular time. ProFind Emergency is not a replacement for public emergency services. If there is a risk to life, health, or safety (for example, a medical emergency, fire or crime in progress), contact the relevant public emergency services immediately.

Live location and route information shown during an Emergency request is an estimate and depends on device, network and map data. Responders are responsible for travelling lawfully and safely.

10. FeeShield protected fees and payment processing

FeeShield is ProFind's protected-payment feature. Where a business is eligible and FeeShield is shown on a booking or Emergency request, a call-out, consultation or booking fee (or deposit) is authorised or collected through Paystack, and is released to the business only once the conditions shown to you are met — for example, confirmation of the business's arrival or of your attendance using an arrival or booking code. ProFind retains a platform fee (currently 10%) from a FeeShield payment, and the business receives the balance after release. The amount, timing of authorisation (for bookings, this may be up to 24 hours before the booking), and release conditions are shown before you confirm.

Businesses become eligible for FeeShield on Reserve only after meeting ProFind's published eligibility requirements, which currently include a minimum number of genuine reviews and unique customers, and may be required to complete identity and payout verification. ProFind may suspend a business's FeeShield eligibility if it reasonably suspects misuse.

Card and bank details are processed by Paystack, not stored by ProFind. If FeeShield is not shown on a booking or request, no protected fee is charged through ProFind for it, and any payment for the service is a matter between you and the business.

11. Cancellations, no-shows and refunds

Unless a different policy is clearly shown to you before you confirm a booking, ProFind's standard cancellation framework for paid Reserve bookings and deposits is: cancellation more than 24 hours before the booking — no cancellation charge; cancellation between 12 and 24 hours before — up to 25% of the protected amount may be retained; cancellation less than 12 hours before — up to 50% may be retained; and a no-show — up to 50% may be retained. Any amount not retained is released or refunded through Paystack.

If the business cancels, does not honour a confirmed booking, or does not arrive for an accepted FeeShield Emergency job, the protected amount you paid for it is refunded or the authorisation released. Refunds are returned to the original payment method; the time it takes to appear depends on your bank and Paystack. Nothing in this section limits any right you have under the Consumer Protection Act, 2008, where it applies.

12. Arrival and booking codes

Some bookings and Emergency jobs use a secret arrival or booking code. Only share your code with the business when the business has actually arrived or you have actually been served, because entering a valid code confirms completion and can release a protected payment to the business. Businesses must not ask for, guess or enter a code before the condition it confirms has happened. Misuse of codes is a breach of these Terms.

13. Reviews and ratings

Reviews exist so consumers can share genuine experiences with a business they engaged through ProFind. Where Reserve supports it, businesses and customers may also rate each other after a completed booking.

No pay-to-delete. A business can never pay ProFind, at any plan tier, to have a genuine, policy-compliant negative review removed.

Genuine experiences only. Reviews should reflect a real interaction with the business. Fabricated reviews (by a business about itself, a competitor, or on behalf of someone who didn't actually use the service) breach these Terms.

Moderation. We may remove a review, or a business's reply to one, that is fraudulent, that breaches these Terms (for example, containing abusive, defamatory, or off-topic content), or that we're required to remove by law. A business may also publicly reply to a review; that reply is held to the same standards.

Reporting. Either a business or another user may report a review they believe breaches these Terms; we will review a genuine report, but reporting alone does not remove a review.

14. Verification

Where a business or responder displays a verification badge or certification, that badge indicates only that ProFind has performed the specific checks associated with it (for example, confirming a business registration document or identity check was submitted and reviewed). A verification badge is not a guarantee of the quality, safety, reliability, licensing status or future performance of the business — it reflects that a defined check was completed, not an endorsement. Badges can expire or be removed.

15. Business responsibility

A listed business remains solely responsible for: the services it provides, and the quality and safety of the work performed; quotations, pricing, and any contract it enters into with a consumer; honouring confirmed bookings and accepted Emergency requests; the conduct of its staff, team responders and vehicles; holding any licences, registrations, insurance or qualifications required by law to provide its services; legal compliance in how it operates and advertises; and resolving disputes with its own customers.

16. Consumer responsibility

Consumers are encouraged to perform their own reasonable checks before hiring a business found through ProFind — for example, confirming a quote in writing, checking relevant licensing or insurance where it matters for the job, and using ordinary judgment before making any payment, sharing an arrival code, or granting access to their property. ProFind's verification badges and reviews are intended to help with this, but do not replace your own diligence.

17. Ranking and sponsored placement

Businesses on paid plans may receive enhanced visibility, NOW AI eligibility or higher placement in results, but only among results that are actually relevant to a consumer's search — a paid listing that doesn't match the service or location searched for will not be shown ahead of, or instead of, a relevant listing on a lower plan. Paid plans never guarantee the first result. Where a result's placement has been influenced by a paid plan, we will identify this in a clear and transparent way (for example, a "Pro" label) rather than presenting it as an organic ranking outcome.

18. Prohibited listings and content

You may not use the Platform to list, advertise, request or facilitate: scams, fraud, or deceptive schemes; illegal services, or services requiring a licence the business does not hold; false credentials, qualifications, or claims of certification/verification the business does not actually have; impersonation of another person or business; false or prank Emergency requests; abusive, harassing, hateful, or discriminatory content; content that infringes another party's intellectual property or other rights; misleading advertising, including fabricated reviews or ratings; or any goods or services otherwise prohibited by South African law.

19. Suspension and termination

We may suspend or remove a listing, feature (for example, Emergency, Reserve or FeeShield) or account that we reasonably believe breaches these Terms, misrepresents the business, or poses a risk to consumers or the Platform, with or without prior notice depending on the severity of the issue. Where practical, we will explain why. You may also close your own account at any time by contacting support@profind.co.za.

20. Intellectual property

The ProFind name, logo, NOW AI, FeeShield and Reserve branding, Platform design, software, database structure and other proprietary systems belong to Milan Technologies (Pty) Ltd (or its licensors) and may not be copied, reproduced, or used without our written permission, other than as reasonably necessary to use the Platform as intended (for example, a business displaying its own ProFind profile link).

21. User-uploaded content

When you upload content to the Platform (a business profile description, photos, a review, a message, a voice note), you retain ownership of it, but you grant ProFind a licence to host, display, and reproduce it as necessary to operate the Platform — for example, displaying a business's photos on its public profile, or sending an Emergency voice note to the responder you selected. You confirm that you have the right to upload the content you provide, and that it does not infringe anyone else's rights.

22. Limitation of liability

To the maximum extent permitted by South African law: ProFind provides the Platform on an "as is" and "as available" basis, and does not guarantee that search results, NOW AI matches, availability, Emergency responder availability, routes, listings, or reviews are complete, accurate, or error-free at all times; ProFind is not liable for the acts, omissions, workmanship, pricing, safety or conduct of any business or responder listed on the Platform, since ProFind is an intermediary and not the provider of those services (Section 2); and ProFind's total liability to you for any claim arising from your use of the Platform is limited to the greater of what you've paid ProFind (excluding amounts paid through ProFind to a business) in the preceding 12 months or a reasonable minimum amount, except where a limitation of this kind is not permitted by law (for example, in cases of gross negligence or wilful misconduct).

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under South African law, including the Consumer Protection Act, 2008, where it applies.

23. Complaints and disputes

If you have a complaint about the Platform, a listing, a booking, an Emergency request, a payment or a review, contact support@profind.co.za with the details. We will investigate genuine complaints and respond within a reasonable time. A dispute between a consumer and a business about work actually performed is a matter between those two parties; ProFind can assist by reviewing relevant messages, booking records, codes, location and payment records where appropriate, and may hold, release or refund a FeeShield amount in line with Sections 10 to 12, but ProFind does not otherwise arbitrate the underlying dispute.

24. Governing law

These Terms are governed by the laws of the Republic of South Africa, and any dispute arising from them will be subject to the jurisdiction of the South African courts, without prejudice to any right you may have to refer a matter to the Information Regulator, the National Consumer Commission, or another applicable regulator.

25. Changes to these Terms

We may update these Terms from time to time as the Platform evolves. Where a change is material, we will take reasonable steps to notify registered users. Continued use of the Platform after a change takes effect means you accept the updated Terms.

26. Contact us

ProFind
A trading name of Milan Technologies (Pty) Ltd
Cape Town, South Africa
support@profind.co.za