Terms and Conditions

Last Updated: [31/10/2024]

Welcome to Artizanz! These Terms and Conditions outline the rules and regulations for using the Artizanz Marketplace website and services. By accessing or using our platform, you agree to comply with these terms.

1. Acceptance of Terms

By accessing and using Artizanz, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree, you should refrain from using our platform.

2. Definitions

  • “Platform” refers to the Artizanz Marketplace website and services.
  • “User(s)” refers to both customers and artisans who use the Artizanz platform.
  • “Artisans” refers to registered individuals or businesses offering services or products.
  • “Customer(s)” refers to individuals or businesses seeking services or products from artisans.
  • “Content” refers to all information, materials, and media uploaded or published on the platform.

3. Eligibility

To use Artizanz, you must be at least 18 years old or have legal parental or guardian consent. By registering, you represent that you have the capacity to comply with these Terms.

4. Registration and Account

4.1 Account Creation

To access certain features, users must create an account. You agree to provide accurate and complete information during registration and to keep your account information up-to-date.

4.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials. Notify us immediately if you suspect unauthorized access or activity on your account.

5. Use of the Platform

5.1 For Artisans

Artisans are responsible for providing accurate descriptions, pricing, and availability for their services. Artisans must comply with any verification requirements set by Artizanz.

5.2 For Customers

Customers agree to provide clear, complete project details when requesting services and to pay all agreed-upon fees.

5.3 Communication & Contact Information Policy


To maintain a secure, professional, and trustworthy environment for both artisans and customers, Artizanz requires that all communication, negotiations, and transactions take place within the platform.

5.3.1. No External Contact Information

  • Artisans are strictly prohibited from displaying personal contact details (phone numbers, email addresses, social media handles, etc.) in their About Me section, service descriptions, or any other part of their profile.
  • Customers must book and communicate with artisans only through the Artizanz platform to ensure a safe and trackable service experience.

5.3.2. Why This Policy Exists

  • Security & Fraud Prevention – Keeping communication within the platform protects both artisans and customers from crime, scams, payment fraud, and potential disputes.
  • Professional Record Keeping – Having all conversations and job agreements recorded within the platform allows for transparency and dispute resolution if needed.
  • Payment Protection – Using Artizanz ensures artisans get paid securely through our escrow system, reducing the risk of non-payment.

5.3.3. Consequences for Violating This Policy

  • If an artisan is found displaying external contact details or directing customers to external communication channels, they will receive a warning and a deadline to update their profile.
  • Failure to comply within the given deadline may result in account suspension or removal from the platform.
  • Repeat violations may lead to a permanent account ban.
  • Artizanz will not be responsible for any crimes committed, fraud, and disputes that arise from interactions or transactions that take place outside the platform.

5.3.4. Alternative Options

  • If artisans prefer to share their contact details freely, they may consider using other marketplaces or social media platforms that allow direct external communication.
  • However, by using Artizanz, artisans agree to follow platform guidelines designed to ensure fair, secure, and professional service transactions.

5.3.5. Appeal Process for Suspended or Banned Accounts

  • Artisans who believe they have been wrongfully suspended or banned can submit an appeal within 7 days of receiving the suspension notice.
  • Appeals must be sent via email to info@artizanz.com with the subject: “Appeal – Account Suspension” and must include:
    • Full Name and Contact Information
    • Registered Email Address on Artizanz
    • Reason for Appeal & Explanation
    • Any Evidence or Supporting Documents (if applicable)
  • The Artizanz team will review appeals within 5 business days and provide a decision.
  • If the appeal is successful, the account will be reinstated with a final warning. If the appeal is denied, the suspension or ban will remain in place.

6. Payments and Fees

Artizanz may charge a fee for transactions conducted on the platform. By using Artizanz, you agree to our payment policies:

  • Service Fees: Artisans are required to pay a commission or service fee to Artizanz for each successful transaction.
  • Payment Processing: Payments will be processed through TradeSafe (www.tradesafe.co.za) our third-party payment gateway. By using our platform, you agree to the terms set by TradeSafe.
  • Refunds: Refund requests may be handled according to Artizanz’s refund policy, which will vary by transaction type and situation.

7. Cancellations and Refunds

7.1 Service Cancellations

7.1.1 Customer-Initiated Cancellations

  • Advance Notice: Customers can cancel a service request at no charge if the cancellation is made [48 hours] before the scheduled service.
  • Last-Minute Cancellations: If a customer cancels within [48 hours] of the scheduled service, Artizanz reserves the right to charge a cancellation fee. This fee is deducted to compensate the artisan for lost time.
  • Non-Refundable Services: Certain services may be marked as non-refundable or non-cancelable, depending on the artisan’s policy and nature of the service. These will be clearly marked at the time of booking.

7.1.2 Artisan-Initiated Cancellations

  • If an artisan cancels a scheduled service, the customer will receive a full refund. Artizanz may review and limit an artisan’s account if cancellations occur frequently or without proper cause.

7.2 Refund Policy

7.2.1 Eligibility for Refunds

  • Unsatisfactory Service: Customers may request a refund if the service was not completed as agreed or did not meet reasonable expectations. To qualify, customers must submit a refund request with supporting evidence (e.g., photos or communication records) within [7 days] of service completion.
  • Incomplete Services: If a service cannot be completed due to artisan-related issues, Artizanz will process a partial or full refund based on the work completed.
  • Material Purchases: If materials are purchased separately by the customer, they are responsible for handling any exchanges or returns directly with the vendor. Artizanz does not facilitate refunds for materials unless purchased directly through an artisan on the platform.

7.2.2 Refund Processing

  • Refund requests will be reviewed by Artizanz and may require additional information to assess the situation fully.
  • Approved refunds are processed within [10 business days] through the original payment method. Please allow additional time for bank processing.

7.3 Product Returns (If Applicable)

For artisans who sell products on Artizanz:

  • Return Eligibility: Products must be returned in their original condition within [14 days] of receipt to qualify for a refund or exchange. Custom-made or personalized items may be non-returnable.
  • Return Shipping Costs: Customers are responsible for return shipping fees unless the item arrived damaged or was incorrect. In such cases, the artisan will cover the return shipping costs.

7.4 No-Show Policy

  • For Customers: If a customer is a no-show at the scheduled service time, the artisan may be entitled to a cancellation fee. Refund eligibility in no-show cases will be determined on a case-by-case basis.
  • For Artisans: If an artisan is a no-show without prior notification, the customer is entitled to a full refund, and Artizanz may take additional action to ensure compliance.

8. Content and Intellectual Property

8.1 User Content

Users retain ownership of the content they upload but grant Artizanz a non-exclusive, worldwide, royalty-free license to use, display, and distribute this content for promotional purposes.

8.2 Intellectual Property

Artizanz owns all intellectual property rights related to the platform. Users are not permitted to use Artizanz’s trademarks, logos, or copyrighted content without permission.

9. Code of Conduct

By using Artizanz, you agree not to:

  • Post false or misleading information.
  • Violate any local, national, or international laws.
  • Harass, intimidate, or abuse other users.
  • Engage in fraud or misrepresentations.
  • Upload harmful, offensive, or inappropriate content.

Artizanz reserves the right to remove content, suspend accounts, or take legal action for violations of these terms.

10. Dispute Resolution

Artizanz encourages users to resolve disputes directly; however, we may intervene if necessary. Any disputes between users are subject to Artizanz’s dispute resolution process. Artizanz reserves the right to make final decisions in disputes.

11. Limitation of Liability

Artizanz provides the platform “as-is” and makes no warranties regarding service availability, quality, or results. We are not liable for any damages arising from the use or inability to use the platform. Our liability is limited to the extent permitted by law.

12. Privacy Policy

Please review our Privacy Policy to understand how we collect, use, and protect your personal information. By using Artizanz, you agree to our data practices outlined in the Privacy Policy.

13. Changes to Terms

Artizanz reserves the right to update these Terms and Conditions at any time. Any changes will be posted on the platform, and continued use of Artizanz after changes are posted constitutes acceptance of the updated terms.

14. Contact Information

If you have questions or concerns regarding these Terms and Conditions, please contact us at:

  • Email: info@artizanz.com
  • Address: 8 Soapberry Road, Richardsbay, KwaZulu Natal, South Africa

By using Artizanz, you agree to comply with these Terms and Conditions and acknowledge that you understand your responsibilities as a user on the platform.