Version 1.0.0. Effective 18 May 2026.
Scope: this Support Policy describes how to reach Sizoro Support, what response times to expect, how requests are prioritised, how complaints are escalated, and the external complaint routes available to you under South African law. Read it together with the Terms of Service, Worker Terms, Acceptable Use Policy, Dispute Policy, Payment Policy, Payout Policy, and Privacy Policy.
1. How to reach Sizoro Support
The fastest way to reach Support is the in-app Help or Support action on the screen where the issue is happening — for example, the booking detail page if it is a booking issue, the payout screen if it is a payout issue. Using the in-app action attaches your account, booking, and Paystack references automatically, which speeds up resolution. If the issue stops you from logging in, email support@sizoro.com from the email address registered to the account. For data-protection requests use support@sizoro.com and for security-vulnerability disclosures use support@sizoro.com.
2. Hours of operation
Sizoro Support operates from 09:00 to 17:00 SAST, Monday to Friday, excluding South African public holidays. Out-of-hours messages are queued and triaged the next business day. Safety-critical issues received out of hours are escalated to the on-call admin as soon as practicable.
3. Severity tiers and first-response targets
Sizoro classifies every support request into a severity tier and commits to a first-response time per tier. We aim to meet these targets; they are not money-back guarantees.
SEV-1 (safety, security, fraud, account compromise, child safety, real-time incident on a booking): first response within four (4) business hours, or sooner where feasible.
SEV-2 (payment failure, payout failure, dispute deadline at risk, account lockout, identity verification stuck): first response within one (1) South African business day.
SEV-3 (general booking issue, profile edit, rating correction, app bug not blocking core flow): first response within two (2) South African business days.
SEV-4 (information requests, feedback, feature requests): first response within five (5) South African business days.
4. What to include
A good support request includes (a) your account email or phone number; (b) the booking ID where relevant; (c) the Paystack payment reference, Paystack Transfer reference, or payout reference where relevant; (d) a clear, factual description of what happened and what you would like Sizoro to do; (e) the date and time the issue happened (in SAST); and (f) screenshots, photos, or other evidence that are lawful to share. Do not send your full ID document, full bank statement, or other sensitive personal information unless Sizoro Support explicitly asks for them in-app — over email, redact unnecessary detail.
5. Authenticated routes
Where possible, log in before raising the request so we can verify it is you. We do not action requests from third parties to access another user's account unless we receive a court order, a lawful subpoena, or another lawful instruction from a regulator, and we will tell the affected user where the law permits.
6. Booking-specific help
Start from the booking detail page when you have a booking link or ID. The available in-app actions depend on the booking's status, payment state, and dispute window. For example, the dispute action is only available during the 48-hour post-completion window described in the Dispute Policy.
7. Payment and payout help
For payments, include the Paystack reference shown on your receipt or booking. For payouts, start from the Worker payout screen so the request carries the payout reference and the Worker's verified bank details. Some payment and payout matters require Sizoro to make a separate enquiry with Paystack; we will hold the support thread open while that happens.
8. Complaints and internal escalation
If you are not satisfied with a first-line decision, reply on the support thread saying that you want to escalate, summarise why the decision is wrong, and add any new evidence. A senior Sizoro admin will review and respond within five (5) South African business days. Final decisions are recorded with an admin identity and a timestamp.
9. External complaint routes
Where a complaint cannot be resolved by Sizoro Support, the following external routes are available depending on the subject of the complaint.
For consumer-protection matters under the Consumer Protection Act 68 of 2008: the National Consumer Commission (complaints@thencc.org.za, +27 12 428 7000) and the National Consumer Tribunal (registry@thenct.org.za). The Small Claims Court is available for claims within its monetary threshold; the Magistrate's Courts have wider jurisdiction.
For data-protection matters under POPIA: the Information Regulator of South Africa (complaints.IR@inforegulator.org.za, +27 10 023 5200) under section 99 of POPIA.
For payment-card or banking-related complaints that we cannot resolve and that involve a registered South African bank: the Ombudsman for Banking Services (info@obssa.co.za, +27 11 712 1800) under the Financial Sector Conduct Authority framework. Note that Sizoro is a marketplace operator, not a bank — for issues that concern Sizoro directly, the Consumer Protection Act route is the correct one. Where the underlying dispute is with the issuing bank itself, the Ombudsman for Banking Services route applies.
For fraud, theft, threats, or other criminal matters: the South African Police Service (10111).
10. Confidentiality and POPIA
Support conversations are stored to help us resolve your issue and to keep a record. We process personal information in support requests in line with the Privacy Policy. We do not share support content with other users except where strictly necessary to resolve a dispute (and even then, only the parts that are necessary).
11. Languages
Support is available in English. We can also reasonably accommodate requests in isiZulu and Afrikaans, although automated translation tools may be used to triage and route the request. Where the matter is legally sensitive, we will route to an admin who can handle the language directly.
12. Accessibility
If you need a support adjustment for a disability (for example, a phone callback instead of email, or a longer response window for a Worker who cannot type at length), let us know and we will make a reasonable adjustment under the Promotion of Equality and Prevention of Unfair Discrimination Act.
13. Records and retention
Support interactions are retained for at least five (5) years to support audit, regulator response, and complaint review. POPIA rights of access, correction, deletion, objection, and restriction continue to apply.
14. Changes to this Support Policy
We may update this Support Policy. Material changes are notified through the app or by email at least 14 days before they take effect.
15. Contact summary
General support: support@sizoro.com
Privacy and data requests: support@sizoro.com
Security-vulnerability disclosures: support@sizoro.com
Information Regulator (POPIA): complaints.IR@inforegulator.org.za
National Consumer Commission (CPA): complaints@thencc.org.za
National Consumer Tribunal: registry@thenct.org.za
