Terms and Conditions

These Terms and Conditions govern use of ilahle.co.za and bookings for services supplied by Ilahle Palm Care & Transport (“Ilahle”, “we”, “us” or “our”). They incorporate the cancellation, refund, service delivery, transportation and privacy terms below.

Nothing in these Terms excludes, restricts or waives any right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), the Protection of Personal Information Act 4 of 2013 (“POPIA”) or any other applicable law.

1. Supplier and contact details

• Service provider: Ilahle Palm Care & Transport
• Website: https://www.ilahle.co.za
• Email: ncube@ilahle.co.za
• Telephone: 065 527 1724
• Primary service area: Gauteng and surrounding regions, subject to confirmation

2. When these Terms apply

These Terms apply when you browse our website, request or accept a quotation, make a booking, pay for a service, or otherwise instruct us to provide a service. By selecting the acceptance checkbox and continuing to payment, you confirm that you had an opportunity to read, save and print these Terms and agree to the version identified at checkout.

Your booking request is an offer to purchase the selected service. A booking becomes binding when we accept it, receive any required payment, and confirm the service date or other material arrangements. An automated payment confirmation records payment but does not by itself confirm operational availability or a service date.

You must be at least 18 years old and legally capable of entering into an agreement to book a service.

3. Services

Ilahle provides:

• palm tree pruning, trimming and related maintenance;
• removal of dead fronds and seed pods;
• debris removal and disposal when selected and paid for;
• household moving and small-load transportation;
• furniture and appliance transportation; and
• transportation of garden and building materials.

All services are subject to availability, safe access, weather, equipment capacity, applicable law and our operational assessment. We may reasonably refuse, suspend or stop work that would be unlawful or create an unacceptable risk to people, animals, property, vehicles or equipment.

4. Information, quotations and pricing

You must provide complete and accurate information about the service, including tree height and condition, access restrictions, travel distance, collection and delivery addresses, load size, stairs, unusual or high-value items, and any known hazard.

Website prices are calculated from the information you enter and include the selected service and add-ons shown before payment. Unless expressly stated otherwise, prices are in South African rand and include applicable taxes. A price may be revised before work begins if the information supplied was incomplete or inaccurate, the actual scope materially differs from the booking, or you request additional work. We will explain any additional charge and obtain your agreement before performing additional paid work.

Obvious pricing or description errors do not bind either party. If an error affected a paid booking, we will offer the correct price or a refund.

5. Payment and electronic transactions

Online payments are processed securely by PayFast. We do not receive or store your full card or bank-account credentials. You authorise us and PayFast to process the transaction information needed to complete and verify your payment.

Before payment, the website gives you an opportunity to review the service description, input values, selected add-ons, total price and these Terms. You are responsible for correcting mistakes before selecting Pay Now.

A payment is treated as complete only after PayFast confirms a successful transaction to us. We will send a payment notification to the email address supplied at checkout. Keep that notification and your PayFast receipt as your transaction record.

6. Booking confirmation and service arrangements

After payment, we will contact you to confirm the service location, date, time window, access requirements and any remaining operational details. Dates and times are estimates until confirmed by Ilahle.

You must promptly tell us if any booking information changes. We are not responsible for delay or failed performance caused by materially inaccurate information, inaccessible premises, an absent customer, unsafe conditions or a failure to disclose relevant requirements, subject always to applicable law.

7. Customer cancellations, rescheduling and refunds

You may cancel an advance booking by emailing ncube@ilahle.co.za or calling 065 527 1724. The cancellation is effective when received by us.

• More than 48 hours before the confirmed service time: no cancellation charge, and prepaid amounts will be refunded.
• Less than 48 hours before the confirmed service time: we may deduct a reasonable cancellation charge, capped at 45% of the booking value. The actual charge will take account of the nature of the service, the notice given, costs already reasonably incurred, our ability to obtain replacement work and relevant industry practice.
• Failure to attend or provide access: may be treated as a late cancellation, but any charge remains subject to the same reasonableness requirements.
• Rescheduling: requests made at least 48 hours in advance will be accommodated where reasonably possible and remain subject to availability. A late rescheduling request may be treated as a cancellation if we cannot reasonably accommodate it.

No cancellation charge will be imposed where prohibited by law, including where section 17 of the CPA protects a cancellation arising from the death or hospitalisation of the person for whom the booking was made. Any other statutory cooling-off or cancellation right that applies to the transaction remains unaffected.

Approved refunds will be initiated within 7 to 14 business days and returned through the original payment method where reasonably possible. Your bank or payment provider may take additional time to reflect the credit.

8. Cancellations or changes by Ilahle

We may cancel, suspend or reschedule a service because of severe weather, unsafe conditions, equipment or vehicle failure, access restrictions, inaccurate booking information, illegality, or circumstances beyond our reasonable control.

Where we cancel and cannot offer a reasonable alternative date, we will refund the amount paid for the unperformed service. If part of the service was properly completed, any refund will fairly reflect the unperformed portion. This does not limit any additional remedy available under applicable law.

9. Palm-care requirements and safety

You must disclose known hazards, including unstable ground, overhead or underground services, electrical lines, structures, restricted access, pests, disease, dangerous animals or prior tree damage. You must secure pets and keep customers, children and bystanders outside the designated work area.

Tree work can involve falling material, sharp tools, machinery and work at height. We will take reasonable safety precautions and may change the method or stop work if conditions are unsafe. Debris removal is included only when shown as selected in the booking.

10. Transportation terms

You must ensure that goods are lawfully owned or controlled by you, properly described, suitably packed, ready at the agreed collection time, and accessible at both collection and delivery locations. You must disclose fragile, unusually heavy, high-value, hazardous or temperature-sensitive items before booking.

Unless we expressly agree in writing, we do not transport illegal goods, weapons, explosives, flammable or hazardous substances, dangerous chemicals, live animals, perishable goods requiring controlled conditions, cash, negotiable instruments, or any item that may endanger people, property or the vehicle.

Collection and delivery times are estimates. Traffic, weather, road conditions, loading delays and events outside our reasonable control may cause delay. You or an authorised representative should inspect goods at delivery and report visible loss or damage as soon as reasonably possible, preferably within 24 hours. A late report does not remove a right that cannot lawfully be excluded, but may make investigation more difficult.

11. Service standards, loss and liability

We will perform services with the quality and care that persons are generally entitled to expect and will comply with applicable statutory service-quality obligations.

To the maximum extent permitted by law:

• neither party is liable to the other for indirect, special or consequential loss that was not reasonably foreseeable when the booking was made;
• we are not liable for loss caused by inaccurate information, inadequate packing, an undisclosed defect or hazard, ordinary wear and tear, or an event outside our reasonable control, except to the extent that our conduct caused or contributed to the loss; and
• any contractual limitation will be applied only to the extent that it is fair, reasonable and lawful in the circumstances.

Nothing in these Terms limits liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by a person where such liability cannot lawfully be limited, or any strict or other liability imposed by the CPA or another applicable law.

12. Personal information and privacy notice

We collect personal information that you provide during an enquiry, booking or payment, including your email address, telephone number if supplied, service details, locations, booking instructions, PayFast transaction identifiers and correspondence.

We process this information to:

• provide quotations, take payment and perform the contract;
• confirm, schedule and manage services;
• send customer and supplier transaction notifications;
• prevent fraud, keep financial and operational records, resolve disputes and comply with law; and
• protect our legitimate business, safety and security interests.

Information may be shared only as reasonably necessary with PayFast, hosting and email providers, professional advisers, contractors involved in the service, regulators or law-enforcement bodies where required or authorised by law. We do not sell personal information.

We keep personal information only for as long as reasonably required for the purposes above, applicable tax and accounting rules, legal claims and lawful recordkeeping. We use reasonable technical and organisational safeguards, but no internet transmission or storage method is completely secure.

You may ask to access or correct your personal information, object to processing where POPIA permits, or request deletion where we no longer have a lawful reason to retain it. Contact ncube@ilahle.co.za. You may also complain to South Africa’s Information Regulator.

13. Electronic communications and payment notifications

You agree that booking, payment and service communications may be sent electronically to the contact details you provide. A payment confirmation sent after a successful PayFast notification will identify the transaction, service, amount, accepted Terms version, acceptance timestamp and link to these Terms. These operational messages are not direct marketing.

You must keep your contact details accurate and monitor the supplied email account, including its spam or junk folder.

14. Complaints and disputes

Please send a complaint to ncube@ilahle.co.za with your name, booking reference, relevant facts and the outcome requested. We will try to acknowledge the complaint within 2 business days and resolve it within a reasonable time.

The parties should first try to resolve a dispute in good faith. You may also use any complaint or enforcement process available under applicable law, including the National Consumer Commission, a provincial consumer protection authority, the Information Regulator or a competent court.

15. Intellectual property and website use

Website text, branding, graphics and layout are owned by or licensed to Ilahle. You may view, save and print these Terms and ordinary booking records for personal or internal business use. You may not misuse the website, interfere with its operation, introduce malicious code or use its content unlawfully.

16. Changes to these Terms

We may update these Terms from time to time. The version accepted at checkout governs that booking unless a later change is required by law or expressly agreed with you. The current version and last-updated date will remain available on the website.

17. General

If a provision is unlawful or unenforceable, it will be limited or severed only to the minimum extent necessary, and the remaining provisions will continue to apply. A delay in enforcing a right is not a waiver. You may not transfer a booking without our agreement; we may use suitably qualified employees or contractors to perform a service while remaining responsible as required by law.

These Terms and each booking are governed by the laws of the Republic of South Africa. South African courts with jurisdiction may hear disputes, without limiting any consumer forum or remedy available under applicable law.

18. Acceptance

By selecting “I have read and accept the Terms and Conditions” and continuing to payment, you acknowledge that you were shown the applicable Terms, including the cancellation and refund rules, safety and transportation provisions, liability notices and privacy information, and that you agree to them.