Completo Terms — Homeowners

These terms are for homeowners who post a job on Completo, accept a written quote, and pay through SafePay. Completo (Pty) Ltd runs the marketplace. Completo is not Completeman.

This is not legal advice. If the job is a sale, a new-home build, or a contract you need someone to read, get a qualified person.

1. What Completo is

Completo is a marketplace. You post a job. Verified contractors quote. You pick one. You pay through SafePay. Work is released in milestones. You stay in control of the release.

Completo is not the contractor. Completo is not a party to the works. The contract for the work is between you and the contractor you accept. The contractor owns the workmanship. Completo does not guarantee quality, workmanship, or that the job will be done to a particular standard.

2. Quotes and milestones

You accept a written, itemised quote. That quote is the job. WhatsApp voice notes are not the quote.

Payment is in milestones tied to that quote. Already-released milestones stay with the contractor who earned them. A later dispute does not claw back a milestone you already accepted.

3. SafePay — who holds the money

When you fund a job, the quoted amount goes into SafePay.

• Funds sit in a TradeSafe trust account.
• Standard Bank is the custodian of that trust account.
• Completo never holds or touches homeowner funds.
• Completo's 3.5% platform fee is built into the price you see. It is not a surprise at checkout.

SafePay is payment protection: the contractor can see the money is secured, and it only releases when you approve a milestone (or when these terms say it auto-accepts). If we say “guaranteed”, it means the funds are in trust — not in the contractor's pocket. It does not mean Completo guarantees the work.

4. Inspect, accept, silence

When the contractor marks a milestone (or the job) complete, you have 5 days to inspect.

• Approve — payment releases (typically within 24 hours of approval).
• Log a dispute in that window — funds can freeze while Completo facilitates.
• Do nothing — the milestone auto-accepts and funds release. Silence is accept.

Check the work. Run the taps. Flick the breakers. Don't blue-tick your own house.

5. Disputes

Completo facilitates. We look at the quote, the chat, and the photos. We may issue a non-binding recommendation. We advise. We do not sit as a court. We do not decide workmanship for you.

If facilitation fails, the path already described on Completo (Small Claims under the stated threshold, or AFSA above it) applies. TradeSafe releases on written agreement from both sides or a binding order. Completo accepts no liability for the outcome of a dispute. The contractor still owns the workmanship.

6. What Completo does not do

• Does not do the plumbing, electrical, or building work
• Does not guarantee quality or that work is “to standard”
• Does not certify the job
• Does not hold your money
• Does not send you cash out of SafePay because you are unhappy with the finish
• Does not appoint a replacement contractor under these terms

If you are unhappy before you accept, don't approve. Money stays in SafePay until you accept, it auto-accepts, both sides agree, or a binding order says otherwise.

7. Your job

Give access. Keep to Completo chat. Take photos. Accept or dispute against the written quote in the 5-day window. Pay only through SafePay for work on Completo. Cash off-platform is outside these terms.

8. Contractors

Credentials are checked before a contractor can quote. That is not a promise that the work will be done to standard. You should still check trade registrations where they apply (for example PIRB, DoEL, a municipal register).

9. South Africa

Completo is for jobs in the areas we list (including Johannesburg, Pretoria and Cape Town). South African law applies. These terms do not replace municipal by-laws, electrical CoCs, or a building contract you sign off-platform.