Help
Frequently Asked Questions
Quick answers to the questions we get most often about bookings, payments, our Workers, cancellations, and our Customer Goodwill Scheme. For the full legal detail, see our Terms & Conditions.
About Garden Route Hands
What is Garden Route Hands?
Garden Route Hands is a managed service marketplace that connects Clients with vetted, approved Workers for household, domestic, cleaning, garden, property, general labour, and helping-hand services. We are a booking and coordination platform — we do not perform the services ourselves.
Where do you operate?
We currently operate in George, Western Cape. We plan to expand to other towns in the Garden Route and elsewhere in South Africa over time.
What kinds of services can I book?
Household help, residential and outdoor cleaning, garden and property assistance, general labour and helping-hand work, and (where available) pet and animal assistance. New service categories will be added as we grow.
Are Workers employees of Garden Route Hands?
No. Every Worker on the platform is an independent contractor. We facilitate the booking and process payment, but the service itself is performed by the Worker in their independent capacity.
Bookings
How do I book a service?
Visit www.gardenroutehands.co.za, select the service and date you need, enter the service address, create your booking, and pay through the platform. Once payment clears and a Worker accepts the booking, you will receive a confirmation with the Worker's details.
How far in advance should I book?
The earlier the better, especially for weekends and month-end. Last-minute bookings are accepted where a Worker is available, but availability is not guaranteed.
Can I request a specific Worker?
You can express a preference, but we do not guarantee that a specific Worker will be assigned to your booking. Workers may be substituted at any time due to availability, illness, or operational reasons.
Can I book the same Worker for regular cleans?
Where the same Worker is available, we will try to keep continuity across recurring bookings. We cannot guarantee continuity, and we may rotate or substitute Workers as needed.
What if no Worker is available?
If we cannot assign a Worker to your booking, we will refund the booking value in full or, if you prefer, work with you to reschedule at no extra cost.
Can I add extra hours or services on the day?
Yes, but any extension must be booked and paid for through the platform. Unofficial extensions arranged directly with the Worker are not eligible for any goodwill contribution.
Payments
How do I pay?
All bookings are paid upfront through PayFast, our third-party payment processor. The booking is only confirmed once payment has cleared and a Worker has accepted.
Are prices VAT inclusive?
Yes. All prices displayed on the website are inclusive of VAT unless otherwise stated.
Is PayFast secure?
PayFast is a regulated South African payment service provider that is PCI DSS compliant. We do not store your card details on our systems.
Do you accept cash?
No. All bookings must be paid through the platform. You are welcome to give your Worker a voluntary tip in cash, but the booking itself cannot be paid directly to the Worker.
When am I charged?
Payment is taken at the time you submit your booking. If we cannot confirm a Worker, the payment is refunded.
What happens if my payment fails or is reversed?
The booking will not be confirmed. If a chargeback is raised after a service has been performed, we may suspend your account, recover the amount owing, and refer fraudulent or wrongful chargebacks to our legal representatives and SAPS.
Cancellations and Rescheduling
How do I cancel a booking?
Contact us by email at gardenroutehands@gmail.com or through the platform. Cancellations are timed from when we receive the notice.
What are the cancellation fees?
Cancellations more than 24 hours before the scheduled start time are free. Between 24 and 4 hours before the start time, a 50% fee applies. Less than 4 hours before, or a no-show, attracts the full booking value.
What counts as a no-show?
A no-show is where the Worker arrives at the service address at the scheduled time and is unable to gain access or perform the service through no fault of the Worker or of Garden Route Hands. The full booking value is payable.
Can Garden Route Hands cancel my booking?
Yes — for example where no Worker is available, where safety concerns exist, where information you have provided is incorrect, or where you are in material breach of the Terms. Where the cancellation is on our side or due to force majeure, you receive a full refund or a reschedule at no extra cost.
Workers and Vetting
How are Workers vetted?
Our vetting process includes identity verification, reference checks, review of supporting documentation, interviews, and an internal approval review. Only approved Workers receive booking assignments.
Do you do criminal background checks?
No. We do not undertake formal criminal record checks on Workers. Our vetting is based on identity verification, references, supporting documents, and interviews. You should treat the engagement of a Worker the same way you would treat the engagement of any independent contractor in your home.
What should I provide for the Worker?
Unless we have agreed otherwise, you are responsible for providing the cleaning equipment, materials, and chemicals required for the service. You must also ensure safe access to the property and the availability of water and electricity.
Can the Worker bring someone else?
No. Workers may not bring unauthorised persons (including children, family members, or friends) onto your property.
What if I am not happy with the Worker's conduct?
Contact us at gardenroutehands@gmail.com within 72 hours. We will acknowledge your complaint within two business days and aim to resolve it within fifteen business days.
Customer Goodwill Scheme (Damage and Theft)
What is the Customer Goodwill Scheme?
It is a voluntary goodwill contribution offered by Garden Route Hands of up to R5,000 per booking, paid at our sole discretion, towards the repair or replacement of items accidentally damaged by a Worker during a booking, or items stolen by a Worker during a booking. It is not a refund, not a guarantee, and not insurance.
Is this insurance?
No. The Customer Goodwill Scheme is not an insurance product, Garden Route Hands is not a registered insurer, and no insurance contract exists between you and Garden Route Hands. The scheme is a voluntary financial contribution offered by Garden Route Hands at its discretion. You should arrange and maintain your own household contents insurance, and we recommend that you do.
Is this a refund?
No. A goodwill contribution is exactly that — a contribution towards your loss, not a full refund or replacement. Garden Route Hands will not in any case pay the full replacement cost of any item. Clients are expected to contribute the difference themselves, claim from their home contents insurance, or recover the balance directly from the Worker.
Is there a minimum claim amount?
Yes. The scheme considers claims of R250 or more only. Claims below R250 are not accepted through the platform and should be resolved directly between you and the Worker. This threshold reflects the cost of investigating and administering a claim.
How do I submit a claim?
Claims must be submitted within 48 hours of the booking by completing the Garden Route Hands online claim form on the website, or by emailing gardenroutehands@gmail.com with all the information that form requires. Late claims will not be considered, regardless of reason.
What information must I include in a claim?
Your booking reference; the date and time of the incident; a written description of what happened; the items affected and the amount claimed; at least three clear photographs (a close-up of the damage, a photo showing the item in its location, and proof of purchase or value such as a till slip, invoice, bank statement, or comparable online listing); and a tick-box declaration that the damage was caused during the Garden Route Hands booking and not before. For theft claims, you must also open a SAPS case within 72 hours and provide a valid case number — no theft claim will be considered without one.
What is excluded from the scheme?
Cash, jewellery, watches, precious metals and stones, firearms and ammunition, data and software, items not properly secured, fair wear and tear, pre-existing damage, fragile or defective items, consequential or indirect losses, items damaged outside the booking, and any claim found to be fraudulent or exaggerated. The full list of exclusions is in clause 18 of the Terms and Conditions.
How long does the investigation take?
Garden Route Hands aims to communicate a written decision within 14 business days of receiving a complete claim. The investigation may involve contacting the Worker, reviewing booking notes, and requesting additional evidence.
How is the goodwill amount determined?
The amount, if any, is determined by Garden Route Hands in its sole discretion, taking into account the depreciated market value of the item at the time of the incident (not the replacement-as-new value), the strength of the evidence, the conditions and exclusions in the Terms, and the R5,000 cap. Partial contributions are normal; full contributions are rare and reserved for clear-cut, high-value, well-evidenced damage.
Can I appeal a decision?
No. Decisions made under the Customer Goodwill Scheme are final and not subject to appeal. By submitting a claim, you accept this. If you wish to escalate, the only route is the formal dispute resolution process in the Terms — informal negotiation, mediation, and arbitration through AFSA.
What if my claim is found to be exaggerated or fraudulent?
It will be repudiated in full, your account may be terminated, any amounts already paid by us will be recoverable from you, and we reserve the right to refer the matter to SAPS.
Safety and Trust
What if I am not satisfied with the service?
Lodge a complaint with us at gardenroutehands@gmail.com within 72 hours of the booking. Where appropriate, we may offer a credit, a re-clean, or a partial refund at our discretion.
What if something is damaged or missing?
Follow the Customer Goodwill Scheme claims procedure within 48 hours. Theft claims also require a SAPS case number within 72 hours, and claims below R250 are not considered.
Can the Worker refuse to do the job?
Yes. A Worker may refuse to start or continue a job where conditions are unsafe, where aggressive animals are present, where they are being abused or harassed, where they are not equipped for the work, or where what they are being asked to do would be unlawful.
What should I do with my valuables?
Secure all cash, jewellery, important documents, electronics, and items of sentimental value before the Worker arrives. These are excluded from the Customer Goodwill Scheme.
Do I need to disclose anything about my property?
Yes. You must disclose dogs and other animals (and their temperament), firearms, hazardous chemicals or biological hazards, mould, vermin, unsafe structures, anyone with an infectious illness, and any other condition a reasonable person would treat as a hazard.
Privacy and Account
How is my personal information protected?
We process personal information in line with the Protection of Personal Information Act (POPIA). Your details are used to provide the service, process payment, assign a Worker, and meet our legal obligations.
Will I receive marketing emails?
Only if you opt in. You can unsubscribe at any time using the link in any marketing communication.
Can I delete my account?
Yes. Contact us at gardenroutehands@gmail.com and we will close your account. Note that we may retain certain records where the law requires us to do so.
What about the Worker's information?
When we share a Worker's name and contact details with you for a booking, you may only use that information for the purpose of the booking. You may not retain, distribute, or use it for any other purpose.
Hiring a Worker Directly
Can I hire a Worker directly outside the platform?
No. For as long as you are a Client of Garden Route Hands, and for six months after your account ends, you may not directly or indirectly engage any Worker introduced through the platform other than through the platform.
What if I want to employ a Worker permanently?
Contact us. A formal placement can be arranged on payment of a placement fee of R1,500 excluding VAT per Worker. This covers our cost of recruiting, vetting, and onboarding that Worker.
What happens if I hire a Worker outside the platform without telling you?
This is a material breach of our Terms and Conditions. The placement fee becomes payable, and we reserve the right to suspend your account and pursue further remedies in law.
Contact and Support
How do I contact Garden Route Hands?
Email gardenroutehands@gmail.com or call 063 480 5670. We are based at 47 First Street, George, Western Cape.
How quickly will I get a response?
We aim to acknowledge enquiries within two business days and to resolve complaints within fifteen business days. Claims under the Customer Goodwill Scheme are dealt with within fourteen business days of a complete submission.
What if my question is not answered here?
Please get in touch. We would rather hear from you than have you guess.
Still need help?
Get in touch
Email us at gardenroutehands@gmail.com or call 063 480 5670. We are based at 47 First Street, George, Western Cape, and we would rather answer a quick question than have you guess.