Legal & Policies

1. TERMS AND CONDITIONS OF SERVICE

Last Updated: 17 October 2026

1.1 Services Provided

Trusted Trade Services provides plumbing maintenance, repair, installation, inspection, emergency call-out, estate maintenance, leak detection, geyser-related services, drainage services, and related plumbing services throughout published areas in South Africa.

Services may be requested through:

• Our website and integrated Customer Relationship Management system
• WhatsApp Business
• Telephone
• Any other authorised communication channel

1.2 Quotations and Approval

1.2.1 Inspection and Diagnosis

A call-out fee will apply for attendance, inspection, fault finding, diagnosis, and preparation of quotations.

1.2.2 Quotations

All quotations are provided based on information available at the time of inspection.

Quotations generally include:

• Labour costs
• Further call-out fees where applicable due to the nature of the services to be rendered
• Materials, parts and/or consumables
• Additional authorised charges

1.2.3 Approval Required

No chargeable work will commence without your formal approval and acceptance of the quotation as well as acceptance of our terms and conditions of service.

Approval may be provided:

• Electronically via our in-field application
• Via email
• Via WhatsApp
• In writing

1.2.4 Additional Work

Due to the nature of plumbing infrastructure, we are not always able to ascertain the full extent of damage without first rendering a level of service. Where we are uncertain of the extent of the damage, we will first quote you to render the lowest viable service to ascertain the potential damage and final related costs.

If additional defects, hidden damage, non-compliant installations, or unforeseen site conditions are discovered after initial work has commenced, work will be paused until an amended quotation is prepared by us and approved by you.

No additional chargeable work will proceed without your consent, except where necessary to eliminate an immediate safety risk or prevent substantial property damage.

1.2.5 Evidenced Trust

Unless you specifically request otherwise prior to commencement of the service, we will record video footage of the work environment, including the initial inspection, noticeable damages etc. We will record footage of our own work as evidence of quality of workmanship as well as materials, parts and/or consumables used during the services.

We will never record any other area of your home, you or your family, other than the immediate worksite that we are contracted to service.

Our service recordings will be available for your assessment and download for 30 calendar days from the date of completion of the service via a secure download link which will be shared with you via email within 48 hours of completion of the service. Please ensure that you download the recording within the allocated 30 calendar days, whereafter it will be compressed and archived based on our data retention policy and whereafter rehydration and data retrieval fees may apply.

1.3 Customer Responsibilities

You agree to:

• Provide accurate and complete information regarding the problem.
• Disclose known defects, prior repairs, alterations, or DIY work.
• Ensure safe and reasonable access to the property.
• Arrange any required access permissions, including estate access.
• Secure pets and provide a safe working environment.
• Ensure a person authorised to make decisions is available when required.

Delays caused by restricted access, incorrect information, or customer unavailability will incur additional charges based on our hourly charge rate, per our published service rates, as updated from time to time (please refer to the website for rates published as at date of service). Delays of less than 30 minute may be charged up to 50% (fifty percent) of our hourly charge rate. Delays of more than 30 minutes may be charged up to 100% (one hundred percent) of our hourly charge rate.

1.4 Pricing

1.4.1 Labour

Labour charges are calculated according to our published rates (please refer to our website) and included in the quotation for approval by you, prior to work commencing.

1.4.2 Materials

All materials, replacement parts, fittings, valves, geysers, consumables, fixtures, and other components used in providing services will be separately itemised unless otherwise stated. All materials will be included in the quotation for approval by you, prior to work commencing.

1.4.3 VAT

Prices on quotations and invoices will be stated inclusive or exclusive of South African Value Added Tax (VAT) as required by The Value-Added Tax Act 89 of 1991, as amended from time to time.

1.4.4 Validity

Unless otherwise stated, quotations are valid for 7 calendar days.

1.5 Payment Terms

1.5.1 Invoices

Invoices will be issued upon completion of work or in accordance with the approved quotation.

1.5.2 Payment Methods

Payment must be made using the authorised electronic payment methods specified on the invoice upon completion of the service.

1.5.3 Overdue Accounts

We reserve the right to:

• Charge interest where permitted by law and agreed in writing.
• Suspend future services.
• Refer unpaid accounts for collection.

Customers remain liable for reasonable collection costs permitted by law.

1.6 Workmanship Warranty & Refunds

Trusted Trade Services provides a voluntary 6-month workmanship warranty on workmanship from the date of completion of the services. This warranty operates in addition to, and not in substitution for, any rights afforded to consumers under the Consumer Protection Act 68 of 2008, as amended from time to time.

For our Workmanship Warranty, please refer to the Workmanship Warranty Policy and please ensure that you completely familiarise yourself with the warranty terms prior to booking a service and again prior to submitting a claim.

For our Refund Policy, please refer to the Refund Policy and please ensure that you completely familiarise yourself with the refund terms prior to booking a service and again prior to submitting a request for refund.

1.7 Liability

Nothing in these Terms limits any rights you may have under the Consumer Protection Act.

To the fullest extent permitted by law:

• We are not responsible for indirect or consequential damages.
• We are not responsible for pre-existing hidden defects not reasonably discoverable during inspection.
• We are not responsible for delays caused by events beyond our reasonable control.

Our total liability shall not exceed the value of the services supplied in relation to the claim giving rise to liability, except where prohibited by law.

1.8 Emergencies

Response times are estimates and not guaranteed. We however always endeavour to respond to emergency call-outs as fast as possible while operating within the law, including adhering to traffic laws.

Weather conditions, traffic, safety concerns, load shedding, supplier delays, or unforeseen operational factors may affect attendance times for which we cannot be held liable or accountable. We will however keep you updated every step of the way, providing your with relevant information to best manage your emergency.

1.9 Access and Safety

We reserve the right to suspend or refuse work where:

• Safety risks exist;
• Illegal installations are discovered;
• Dangerous conditions are present;
• Customers request unlawful work;
• We are unable to obtain safe access.

1.10 Consumer Rights

Nothing in these Terms excludes, restricts, or limits any rights provided under:

• The Consumer Protection Act 68 of 2008;
• The Electronic Communications and Transactions Act 25 of 2002;
• The Protection of Personal Information Act 4 of 2013; or
• Any other applicable South African law.

1.11 Governing Law

These Terms are governed by the laws of the Republic of South Africa.

2. REFUND POLICY

Last Updated: 17 October 2026

2.1 Our Commitment

Trusted Trade Services is committed to providing services that meet the quality requirements of the Consumer Protection Act 68 of 2008, as amended from time to time.

2.2 When Refunds May Be Available

A refund may be considered where:

• A service was paid for but not rendered;
• Duplicate payments were made;
• An incorrect amount was charged;
• We are unable to perform the agreed service after payment has been received;
• Required by the Consumer Protection Act.

2.3 Service Quality Issues

Where a customer believes services were not performed to the standard required by the Consumer Protection Act, the customer should notify Trusted Trade Services as soon as reasonably possible.

We may:

• Inspect the work;
• Verify the reported defect;
• Repair the issue;
• Re-perform the service; or
• Provide a full or partial refund where appropriate.

2.4 Non-Refundable Charges

The following charges are generally not refundable where the services were performed with reasonable care and skill and in accordance with the approved quotation:

• Labour correctly performed;
• Materials correctly supplied and installed;
• Authorised call-out charges;
• Additional charges arising from previously undisclosed site conditions;
• Completed work that complies with the agreed scope.

This clause does not limit any remedies available under the Consumer Protection Act.

• Refund Timeframes

Approved refunds are generally processed within 5 to 10 business days.

The timing of receipt depends on the customer's payment provider or financial institution.

2.6 How to Request a Refund

Requests may be submitted via email.

Email address: support@trustedtrades.services

Email title: Refund – invoice number

In the body of the email, please provide:

• Customer name
• Invoice number
• Work order number
• Description of the concern
• Supporting photographs, where applicable

Nothing in this Refund Policy limits or excludes any rights or remedies available under the Consumer Protection Act 68 of 2008.

Where consumers are entitled to a repair, re-performance, replacement, reduction in price, refund or any other remedy under applicable law, those rights shall prevail.

2.7 Dispute Resolution

Where a refund request is disputed, Trusted Trade Services may inspect the work, review documentation and communicate with the customer before making a final determination.

Nothing in this process limits the customer's right to escalate the matter through applicable regulatory or legal channels.

3. CANCELLATION POLICY

Last Updated: 17 October 2026

3.1 Customer Cancellations

Customers may cancel a booking via the Trusted Trade Services website and integrated CRM or via our WhatsApp number.

3.1.1 More Than 24 Hours Before Scheduled Appointment

No cancellation fee will apply.

3.1.2 Less Than 24 Hours Before Scheduled Appointment

Trusted Trade Services may charge a reasonable cancellation fee in accordance with Section 17 of the Consumer Protection Act.

In determining the cancellation fee, we may consider:

• The nature of the services booked;
• The notice period provided;
• The likelihood of obtaining an alternative booking;
• Materials specifically ordered for the job;
• Administrative, scheduling and travel costs reasonably incurred;
• Any other factor permitted by law.

In determining the reasonableness of our cancellation fees, the cancellation fee for service call-outs will not exceed the cost of the call-out service.

3.1.3 After Attendance

Where a technician has already travelled to the property or attended the site in accordance with a confirmed booking, the applicable call-out fee and any reasonable costs actually incurred will be charged.

3.1.4 Customer No-Shows for Call-out Services

Where:

• Access is unavailable;
• No authorised person is present;
• Entry is denied;
• The customer cannot be contacted;

Any no-show charge will be limited to the fee for the service call-out.

3.1.5 Emergency Work

Once emergency stabilisation work has commenced to protect persons or property, cancellation may not be possible for work already performed.

Services already rendered, emergency stabilisation work already completed, and materials already used remain payable, subject to applicable consumer rights under the Consumer Protection Act.

3.2 Cancellation by Trusted Trade Services

We reserve the right to cancel or reschedule appointments due to:

• Unsafe conditions
• Extreme weather
• Vehicle breakdowns
• Staff illness
• Force majeure events
• Circumstances beyond our reasonable control

Where prepaid amounts have been received and no services were performed, customers will be entitled to an appropriate refund.

3.3 Refunds Following Cancellation

Any refund arising from cancellation will be processed in accordance with our Refund Policy.

Nothing in this policy is intended to limit, exclude or waive any rights afforded to consumers under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation.

Where any provision of this policy conflicts with applicable law, that provision shall be interpreted and applied to the minimum extent necessary to comply with such law.

4. PRIVACY POLICY

Last Updated: 17 October 2026

4.1. Introduction

Trusted Trade Services respects your privacy and is committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA").

This Privacy Policy explains how we collect, use, store, protect, and share your personal information.

4.2. Information We Collect

We may collect:

4.2.1 Personal Information

• Name and surname
• Telephone number
• Email address
• Physical address
• Estate details
• Billing information

4.2.2 Service Information

• Plumbing fault descriptions
• Service history
• Quotations
• Invoices
• Site photographs and video recordings
• Warranty information

4.2.3 Communication Information

• WhatsApp communications
• Telephone records
• Website enquiry forms
• Email correspondence

4.2.4 Technical Information

Our website may collect:

• IP addresses
• Browser information
• Device information
• Website usage data
• Cookies

4.3. Why We Process Personal Information

We process personal information to:

• Provide plumbing services
• Create quotations and invoices
• Schedule appointments
• Communicate with customers
• Respond to enquiries
• Provide warranties and after-sales support
• Comply with legal obligations
• Improve our services
• Maintain service records
• Prevent fraud and security incidents

4.4. Lawful Basis for Processing

We process personal information where:

• You have consented;
• Processing is necessary to provide services;
• Processing is necessary to comply with legal obligations;
• Processing is necessary for our legitimate business interests;
• Processing is otherwise permitted by POPIA.

4.5 Sharing Personal Information

We may share personal information with:

• Employees and authorised contractors
• Estate management representatives where necessary to gain access to the permises to service
• Payment processors
• Accounting providers
• Hosting providers
• IT service providers
• Regulatory authorities where legally required
• Insurers and legal advisers

We do not sell personal information.

4.6 Security Measures

We implement reasonable technical and organisational safeguards to protect personal information against:

• Loss
• Theft
• Unauthorised access
• Disclosure
• Alteration
• Destruction

These measures include restricted access controls, secure electronic systems, password protection, and staff confidentiality obligations.

4.7 Retention

We retain personal information only for as long as reasonably necessary to:

• Fulfil the purposes for which it was collected;
• Comply with legal obligations;
• Resolve disputes;
• Enforce legal rights.
• Site footage and recordings are archived after 30 calendar days of completion of the service to further safeguard data.

4.8 Cookies

Our website may use cookies and related technologies.

Cookies help improve:

• Website performance
• User experience
• Website functionality
• Analytics reporting

Users may manage cookie settings through their browser.

4.9 Your Rights Under POPIA

Subject to applicable law, you may:

• Request access to personal information;
• Request correction of inaccurate information;
• Request deletion where legally permissible;
• Object to certain processing activities;
• Withdraw consent where consent applies;
• Lodge a complaint with the Information Regulator.

4.10 Information Regulator

Information Regulator (South Africa)

Website: https://inforegulator.org.za

4.11 Contact Details

For privacy-related requests, please contact:

Information Officer: Albertus Potgieter

Email: albertus@trustedtrades.services
Telephone: 064 641 1952

4.12 Policy Updates

Trusted Trade Services may amend this Privacy Policy from time to time.

Updated versions will be published on the website with the revised effective date.

5. WORKMANSHIP WARRANTY POLICY

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

5.1. Our Commitment

Trusted Trade Services is committed to delivering professional plumbing services of a high standard. We stand behind the quality of our workmanship and provide this Workmanship Warranty Policy in addition to the rights granted to consumers under South African law.

Nothing in this policy limits, excludes, or replaces any rights available under the Consumer Protection Act 68 of 2008 ("CPA").

5.2. Workmanship Warranty Coverage

Trusted Trade Services warrants that all plumbing services performed by our technicians will be carried out:

• With reasonable care and skill;
• In accordance with industry standards;
• In compliance with applicable plumbing regulations;
• Using suitable methods and materials for the approved scope of work; and
• In accordance with any applicable PIRB requirements.

5.3. Warranty Period

Trusted Trade Services provides a 6-month workmanship warranty from the date of service completion unless a longer period is specified in writing.

If a workmanship-related defect is reported during the warranty period, we will investigate and, where appropriate, repair the workmanship defect at no additional labour charge.

5.4. What Is Covered

Examples of workmanship defects that may be covered include:

• Incorrect installation of plumbing components;
• Faulty workmanship resulting in leaks;
• Improper sealing of fittings installed by Trusted Trade Services;
• Failure of repairs due to workmanship defects;
• Incorrect assembly of components installed by Trusted Trade Services.

Coverage applies only to the specific work performed by Trusted Trade Services.

5.5 What Is Not Covered

This warranty does not cover:

5.5.1 Manufacturer Defects

Parts, products, geysers, pumps, fixtures, valves, taps, appliances and equipment supplied by Trusted Trade Services are subject to the applicable manufacturer's warranty.

Manufacturer warranties are separate from the Trusted Trade Services workmanship warranty and remain subject to the terms, conditions and claims procedures of the relevant manufacturer.

5.5.2 Pre-Existing Conditions

Issues arising from:

• Existing corrosion;
• Hidden pipe failure;
• Structural movement;
• Deteriorated plumbing systems;
• Undisclosed damage;
• Previously defective installations.

5.2.3 Unauthorised Modifications

Trusted Trade Services shall not be liable under this warranty for defects or failures directly resulting from work, alterations, repairs, modifications or interference undertaken by persons other than Trusted Trade Services after completion of our work.

5.2.4 External Factors

Including:

• Flooding;
• Storm damage;
• Lightning;
• Municipal water pressure fluctuations;
• Power surges;
• Water contamination;
• Ground movement;
• Freeze damage;
• Vandalism;
• Misuse;
• Neglect.

5.2.5 Blockages

Drain or sewer blockages caused by:

• Foreign objects;
• Grease;
• Tree roots;
• Misuse of plumbing systems;
• Ongoing maintenance issues.

"This warranty applies only to workmanship performed by Trusted Trade Services and does not constitute a maintenance contract or guarantee against future failures of ageing plumbing systems."

5.6 Warranty Claims

To submit a warranty claim, the customer must notify Trusted Trade Services as soon as reasonably possible in writing via email.

Email address: support@trustedtrades.services

Email title: Warranty claims – invoice number

In the body of the email please supply:

• Customer name;
• Service address;
• Invoice or work order number;
• Description of the issue; and
• Photographs where reasonably available.

Trusted Trade Services reserves the right to inspect and assess the reported issue before determining whether it qualifies for warranty coverage.

5.7 Inspection Process

Trusted Trade Services reserves the right to inspect and assess the reported issue to determine whether the matter falls within the scope of this warranty and applicable law. During inspection we may determine that:

• The issue is covered by this warranty;
• The issue falls under a manufacturer warranty;
• The issue results from unrelated causes;
• The issue is outside the warranty period.

5.8 Warranty Remedies

Where a valid workmanship warranty claim is confirmed, Trusted Trade Services may, at its discretion:

• Repair the defective workmanship;
• Re-perform the affected service;
• Replace affected workmanship-related components where appropriate; or
• Provide another reasonable remedy consistent with applicable law.

5.9 Emergency Repairs by Third Parties

Customers should contact Trusted Trade Services before arranging third-party repairs where reasonably possible.

Unauthorised repair work by third parties may affect warranty eligibility unless emergency measures were necessary to prevent injury or substantial property damage.

5.10 Wear and Tear

This warranty does not cover normal wear and tear, deterioration due to age, corrosion developing after completion of the work, or failures arising from the ordinary ageing of plumbing systems, fixtures or components not installed by Trusted Trade Services.

5.11 Statutory Consumer Rights

This Workmanship Warranty Policy operates alongside your rights under:

• Consumer Protection Act 68 of 2008;
• Plumbing Industry Registration Board (PIRB) standards where applicable;
• Any other applicable South African laws.

Where there is any conflict between this policy and the CPA, the CPA shall prevail.

Nothing in this warranty limits, excludes or waives any rights or remedies afforded to consumers under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

This workmanship warranty is intended to supplement, and not replace, any statutory rights available to consumers.

Where any provision of this warranty is found to be inconsistent with applicable law, that provision shall be interpreted and applied to the minimum extent necessary to comply with such law, and the remainder of the warranty shall remain in force.

6. WEBSITE COOKIE POLICY

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

6.1 Introduction

This Cookie Policy explains how Trusted Trade Services uses cookies and similar technologies on our website.

By continuing to use our website, you consent to the use of cookies as described in this policy unless you disable them through your browser settings or cookie preferences.

This policy should be read together with our Privacy Policy.

6.2 What Are Cookies?

Cookies are small text files stored on your device when you visit a website.

Cookies help websites:

• Remember preferences;
• Improve functionality;
• Enhance user experience;
• Analyse website traffic;
• Improve website performance.

Cookies do not generally identify you personally, but may be linked to information that can identify you.

6.3 Types of Cookies We Use

6.3.1 Essential Cookies

These cookies are necessary for the operation of the website.

They may be used to:

• Maintain session security;
• Enable website forms;
• Process service requests;
• Prevent fraudulent activity.

Without these cookies, certain website functions may not operate correctly.

6.3.2 Functional Cookies

These cookies allow us to:

• Remember user preferences;
• Save form information;
• Improve website usability.

6.3.3 Analytics Cookies

We may use analytics tools such as Google Analytics or similar services to understand:

• Website visits;
• Page performance;
• User behaviour;
• Device types;
• Traffic sources.

This helps us improve our services and website experience.

6.3.4 Marketing Cookies

Where used, marketing cookies may:

• Measure advertising effectiveness;
• Deliver relevant advertising;
• Track interactions with promotional content.

These cookies will only be used where legally required consent has been obtained.

6.4 Information Collected Through Cookies

Cookies may collect information including:

• IP address;
• Browser type;
• Device type;
• Operating system;
• Pages visited;
• Time spent on pages;
• Website interaction data;
• Referral websites.

6.5 Third-Party Cookies

Some website features may involve third-party providers such as:

• Google Analytics;
• Google Maps;
• WhatsApp Business links;
• Payment service providers;
• Website hosting providers.

These providers may place cookies or collect data according to their own privacy policies.

Trusted Trade Services does not control third-party cookies.

6.6 Managing Cookies

Most web browsers allow you to:

• Block cookies;
• Delete cookies;
• Receive cookie notifications;
• Change cookie preferences.

Instructions can typically be found in your browser settings.

Disabling certain cookies may affect website functionality.

6.7 POPIA and Personal Information

Where cookie data constitutes personal information under POPIA, Trusted Trade Services will:

• Process such information lawfully;
• Use it only for legitimate purposes (refer to Policy X);
• Implement reasonable safeguards;
• Respect applicable user rights.

Further information is available in our Privacy Policy.

6.8 Changes to this Policy

We may update this Cookie Policy from time to time.

Any updated version will be published on this website together with the revised effective date.

6.9 Contact Us

For enquiries regarding this Cookie Policy or personal information processing, please contact:

Information Officer: Albertus Potgieter

Email: albertus@trustedtrades.services
Telephone: 064 641 1952

7. PAIA MANUAL

Promotion of Access to Information Act Manual

Prepared in terms of Section 51 of the Promotion of Access to Information Act 2 of 2000

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

7.1 Introduction

This Manual has been prepared in accordance with Section 51 of the Promotion of Access to Information Act, 2000 ("PAIA").

PAIA gives effect to the constitutional right of access to information held by private and public bodies when such information is required for the exercise or protection of any rights.

This Manual explains:

• What information Trusted Trade Services holds;
• How requests for access may be made;
• How personal information is processed under POPIA;
• How to contact us regarding PAIA or POPIA matters.

7.2 Company Information

Company Name: Trusted Trade Services (Pty) Ltd

Registered Address: 923 Jacques Street, Moreleta, Pretoria

Telephone: 064 641 1952

Email: support@trustedtrades.services

Website: www.trustedtrades.services

7.3 Information Officer

In terms of POPIA, every organisation must appoint an Information Officer.

Information Officer: Albertus Potgieter

Email: albertus@trustedtrades.services
Telephone: 064 641 1952

7.4 Information Regulator

Questions, complaints or concerns regarding access to information or privacy rights may be directed to:

Information Regulator (South Africa)

Physical Address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg

Website: https://www.justice.gov.za/inforeg/

Email: enquiries@inforegulator.org.za

General Enquiries: 010 023 5200

7.5 Records Automatically Available

The following records may be accessed without a formal PAIA request:

• Website terms and conditions
• Privacy Policy
• Cookie Policy
• Refund Policy
• Cancellation Policy
• Warranty Policy
• Marketing brochures
• Service information
• Website content intended for public access

7.6 Categories of Records Held by Trusted Trade Services

7.6.1 Corporate Records

• Registration documents
• Shareholder records
• Governance records
• Policies and procedures
• Compliance records

7.6.2 Financial Records

• Invoices
• Accounting records
• Banking information
• Tax records
• Supplier records

7.6.3 Human Resources Records

• Employment contracts
• Payroll records
• Personnel files
• Training records

7.6.4 Operational Records

• Work orders
• Quotations
• Site reports
• Service records
• Maintenance records
• Plumbing compliance documentation
• PIRB-related records

7.6.5 Customer Records

• Customer contact details
• Service history
• Payment history
• Warranty records
• Customer communications
• WhatsApp communications
• Email correspondence

7.6.6 Technology Records

• Website analytics
• Website logs
• Customer enquiries
• Security records

7.7 Processing of Personal Information Under POPIA

Trusted Trade Services processes personal information to:

• Provide plumbing services;
• Manage customer relationships;
• Process payments;
• Issue quotations and invoices;
• Schedule appointments;
• Deliver warranty services;
• Comply with legal and regulatory obligations;
• Maintain business records.

Personal information is processed in accordance with our Privacy Policy.

7.8 Grounds for Refusal of Access

Trusted Trade Services may refuse access to records on grounds permitted under PAIA, including where disclosure:

• Would reveal another person's personal information;
• Would breach confidentiality obligations;
• Would reveal commercially sensitive information;
• Would compromise legal privilege;
• Would endanger safety or security;
• Is otherwise protected under applicable legislation.

7.9 Request Procedure

Requests for records must be submitted in writing to the Information Officer.

Requests should include:

• Full name and contact details;
• Sufficient detail to identify the requested record;
• The right being exercised or protected;
• Preferred method of access;
• Proof of identity where required.

Applicable request fees may be charged in accordance with PAIA.

7.10 Response Time

Trusted Trade Services will respond within the time periods prescribed by PAIA (30 days), unless an extension is permitted under the Act.

7.11 Availability of this Manual

This Manual is available:

• On the Trusted Trade Services website;
• On request from the Information Officer;
• As otherwise required by PAIA.

8. WEBSITE DISCLAIMER

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

1. General Information

The information contained on this website is provided for general informational purposes only.

While Trusted Trade Services makes reasonable efforts to ensure the accuracy of information published on this website, we make no representations or warranties regarding its completeness, reliability, suitability or accuracy.

Users rely on website information at their own risk.

2. No Professional Advice

Content published on this website:

• Does not constitute professional plumbing advice;
• Does not constitute engineering advice;
• Does not constitute legal advice;
• Does not create a contractor-client relationship.

Specific plumbing problems must be assessed individually by a qualified technician.

Online information should never be relied upon as a substitute for a site inspection.

3. Quotations and Pricing

Any prices, estimates, examples or service descriptions displayed on this website:

• Are for informational purposes only;
• May change without notice;
• Do not constitute a binding quotation;
• Remain subject to site inspection and assessment.

Formal quotations issued by Trusted Trade Services shall prevail over any website content.

4. Emergency Situations

Although this website may provide general guidance for plumbing emergencies, users should take appropriate steps to protect property and safety.

Trusted Trade Services shall not be liable for losses arising from reliance on general website guidance.

Emergency attendance times remain subject to location, operational capacity, weather conditions, safety considerations and other factors.

5. Third-Party Links

This website may contain links to third-party websites.

Such links are provided for convenience only.

Trusted Trade Services:

• Does not control external websites;
• Does not endorse third-party content;
• Is not responsible for external website content, security, privacy practices or availability.

Users access third-party websites at their own risk.

6. Intellectual Property

Unless otherwise stated, all content on this website is the property of Trusted Trade Services or its licensors, including:

• Logos
• Branding
• Text
• Graphics
• Images
• Layouts
• Documents
• Marketing materials

No content may be copied, reproduced, republished, modified or distributed without prior written permission.

Limited personal and non-commercial use is permitted.

7. Limitation of Liability

To the fullest extent permitted by South African law, Trusted Trade Services shall not be liable for:

• Direct or indirect losses;
• Business interruption;
• Loss of profits;
• Data loss;
• Website downtime;
• Viruses or malicious software;
• Website errors or omissions;
• Reliance on website content.

Nothing in this disclaimer excludes liability that cannot legally be excluded under South African law.

8. Website Availability

Trusted Trade Services does not guarantee uninterrupted availability of the website.

The website may be suspended, modified, updated or withdrawn at any time without notice.

9. POPIA Compliance

Personal information collected through this website is processed in accordance with:

• Our PAIA Manual;
• Our Privacy Policy;
• Our Cookie Policy.

By using this website, users acknowledge such processing.

10. Indemnity

To the extent permitted by law, users agree to indemnify and hold Trusted Trade Services harmless against claims arising from:

• Unlawful use of the website;
• Breach of these website terms;
• Violation of the rights of third parties.

11. Governing Law

This disclaimer is governed by the laws of the Republic of South Africa.

Any disputes arising from use of the website shall be subject to the jurisdiction of South African courts.

9. POPIA CONSENT NOTICE (WEBSITE FORMS)

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

Why We Collect Your Information

When you submit a form on our website, request a quotation, book a service, download information, or contact us through our website, we collect and process personal information in order to:

• Respond to your enquiry;
• Provide plumbing services;
• Prepare quotations;
• Schedule appointments;
• Communicate regarding your request;
• Provide warranty and after-sales support;
• Comply with legal and regulatory requirements.

Information We May Collect

We may collect:

• Name and surname;
• Contact number;
• Email address;
• Physical address;
• Estate or complex information;
• Description of plumbing issues;
• Photographs submitted by you;
• Communication preferences.

Consent

By submitting a website form, you:

• Confirm that the information provided is accurate;
• Consent to Trusted Trade Services processing your personal information for the purposes described above;
• Acknowledge that your information may be stored electronically in our business management systems;
• Acknowledge that we may contact you regarding your enquiry, quotation, appointment or service request.

Sharing Information

Your information may be shared only with:

• Authorised employees;
• Approved contractors and technicians;
• Payment service providers;
• Business software providers;
• Service providers assisting with delivery of services;
• Authorities where required by law.

We do not sell personal information.

Your Rights

You may at any time:

• Request access to your information;
• Request correction of inaccurate information;
• Request deletion where legally permitted;
• Withdraw consent where applicable;
• Object to certain forms of processing.

Requests may be directed to the Information Officer at:

Email: info@trustedtrades.services
Telephone: 064 641 1952

Sample Website Checkbox

Mandatory Form Consent

☐ I consent to Trusted Trade Services processing my personal information in accordance with the Privacy Policy for the purpose of responding to my enquiry and providing plumbing services.

10. DIRECT MARKETING CONSENT STATEMENT

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

Purpose

Trusted Trade Services may occasionally send customers information relating to:

• Maintenance reminders;
• Plumbing tips;
• Special offers;
• Estate service announcements;
• Seasonal promotions;
• New services;
• Customer surveys;
• Competitions and promotional campaigns.

We will only send direct marketing communications where permitted by law.

Consent

Where required by POPIA, direct marketing communications will only be sent where you have provided consent.

You may provide consent by:

• Selecting an opt-in checkbox on our website;
• Providing written consent;
• Responding positively to a marketing subscription request;
• Any other legally valid mechanism.

Marketing Channels

Communications may be sent through:

• Email;
• SMS;
• WhatsApp Business;
• Telephone calls (where legally permitted).

Opt-Out Rights

You may unsubscribe at any time by:

• Clicking the unsubscribe link in emails;
• Replying "STOP" to SMS or WhatsApp marketing messages;
• Contacting Trusted Trade Services directly.

There is no charge for opting out other than standard network charges.

Sample Marketing Consent Checkbox

Optional Marketing Consent

☐ I would like to receive maintenance reminders, service updates, promotions and marketing communications from Trusted Trade Services by email, SMS and WhatsApp. I understand that I may unsubscribe at any time.

11. WEBSITE TERMS OF USE

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

1. Acceptance

By accessing and using this website, you agree to be bound by these Website Terms of Use.

If you do not agree to these terms, you should not use the website.

2. Permitted Use

You may use this website solely for:

• Obtaining information about our services;
• Requesting quotations;
• Booking services;
• Contacting Trusted Trade Services;
• Accessing customer resources.

You may not use the website for unlawful purposes.

3. Prohibited Activities

Users may not:

• Attempt unauthorised access to website systems;
• Introduce malware or harmful code;
• Interfere with website operations;
• Harvest customer information;
• Copy website content without permission;
• Misrepresent their identity;
• Submit false or misleading information.

4. Intellectual Property

All website content remains the property of Trusted Trade Services unless otherwise indicated.

This includes:

• Branding;
• Logos;
• Website design;
• Images;
• Text;
• Graphics;
• Documents;
• Downloadable content.

No reproduction is permitted without written consent.

5. User Submissions

By submitting forms, reviews, comments or feedback, you warrant that:

• The information is accurate;
• You have the right to provide it;
• The content is not unlawful or misleading.

6. Privacy

Use of this website is subject to:

• Privacy Policy;
• Cookie Policy;
• POPIA Consent Notice.

7. Limitation of Liability

To the fullest extent permitted by law, Trusted Trade Services shall not be liable for losses arising from:

• Website interruptions;
• Technical malfunctions;
• Viruses;
• User reliance on website content;
• Unauthorised website access.

8. Amendments

Trusted Trade Services may amend these terms at any time.

Updated versions will be published on the website.

9. Governing Law

These Terms are governed by the laws of South Africa.

12. COMPLAINT HANDLING POLICY

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

Our Commitment

Trusted Trade Services aims to provide professional, transparent and customer-focused service.

We treat complaints as an opportunity to improve our services.

How to Lodge a Complaint

Email address: support@trustedtrades.services

Email title: Complaint – invoice number – complaint category

In the body of the email, please provide:

• Customer name;
• Service address;
• Complaint category;
• Invoice or work order number;
• Description of the complaint;
• Supporting photos or documents where available.

Complaint Categories

Complaints may relate to:

• Workmanship concerns;
• Delays or missed appointments;
• Billing or payment disputes;
• Customer service concerns;
• Property damage;
• Warranty claims;
• Communication concerns.

Complaint Process

Step 1 – Acknowledgement

We aim to acknowledge complaints within:

• 1 business day

Step 2 – Investigation

We may:

• Review job records;
• Review photographs;
• Interview staff;
• Conduct a site inspection;
• Review quotations and invoices.

Step 3 – Resolution

Depending on the circumstances, we may:

• Provide an explanation;
• Correct an error;
• Reperform services;
• Attend a callback visit;
• Issue a refund;
• Offer another appropriate remedy.

Step 4 – Escalation

If a complaint cannot be resolved, it may be escalated to management for final review.

Customer Protection

Customers will not be disadvantaged for lodging a complaint in good faith.

Regulatory Rights

Nothing in this policy limits the customer's rights to approach:

• The National Consumer Commission;
• Consumer courts;
• Ombud schemes where applicable;
• The Information Regulator (for privacy matters);
• Courts of competent jurisdiction.

13. PROMOTION AND COMPETITION TERMS

Trusted Trade Services (Pty) Ltd
Last Updated: 17 October 2026

1. Applicability

These Promotion and Competition Terms apply to all promotions, giveaways, referral campaigns, review campaigns and competitions run by Trusted Trade Services unless separate competition terms state otherwise.

2. Eligibility

Participants must:

• Be at least 18 years old;
• Reside in South Africa;
• Comply with these terms;
• Meet any additional requirements specified in the promotion.

Employees, contractors and immediate family members may be excluded where required.

3. Promotional Campaigns

Trusted Trade Services may conduct:

• Customer appreciation campaigns;
• Seasonal promotions;
• Referral programmes;
• Prize draws;
• Service giveaways;
• Review-based promotions.

Specific campaign rules may supplement these terms.

4. Google Reviews and Customer Reviews

Trusted Trade Services may invite customers to submit genuine reviews.

Customers are never required to provide only positive reviews.

Any incentive programme shall be based on participation and not on the content or rating of the review.

Customers remain free to provide honest feedback.

5. Prize Draws

Where a promotion includes a random prize draw:

• Winners will be selected fairly;
• Winners may be contacted using the information provided;
• Reasonable efforts will be made to notify winners.

6. Prizes

Prizes:

• Are not transferable unless otherwise stated;
• May not be exchanged for cash unless required by law;
• May be substituted with a prize of comparable value if necessary.

7. Publicity

Where permitted by law and subject to consent, winners may agree to:

• Publication of their first name and surname;
• Publication of general location;
• Publication of photographs relating to the prize.

Participants may decline publicity.

8. Data Protection

Personal information collected during promotions will be processed in accordance with:

• POPIA;
• The Privacy Policy;
• Applicable South African law.

Information will only be used for promotion administration unless additional consent is obtained.

9. Disqualification

Trusted Trade Services reserves the right to disqualify participants who:

• Provide false information;
• Manipulate promotion processes;
• Engage in fraudulent activity;
• Violate these terms.

10. Amendments and Termination

Trusted Trade Services may amend, suspend or terminate a promotion where reasonably necessary due to:

• Fraud;
• Technical issues;
• Legal requirements;
• Circumstances beyond our control.

11. Compliance with South African Law

All promotions and competitions will be conducted in accordance with:

• Consumer Protection Act 68 of 2008;
• POPIA;
• Electronic Communications and Transactions Act;
• Any other applicable South African legislation.