What is The SweetAs Property Protection Guarantee

The SweetAs Property Protection Guarantee is a guarantee we offer to all customers who hire SweetAs Elite pro’s.

SweetAs Elite pro’s are our most trusted and reliable pro’s and have no violations of SweetAs’s strict marketplace guidelines. Elite pro’s are identified by the Property Protection Guarantee Badge, and they have been handpicked by the SweetAs team.

The SweetAs Property Protection Guarantee provides our customers with R5 000 of protection, against property damage or the loss of a deposit.

Why do we Offer it

At SweetAs, we want our customers to feel confident and safe using our services that’s why we only connect you with the best and most trusted local professionals. However, if something goes wrong once the project has started we still want to be there for you and that’s why we offer The SweetAs Property Protection Guarantee.

The SweetAs Property Protection Guarantee

How does it Work

If you experience any damage to your property as a direct result of negligence by an Elite pro hired through SweetAs or if you pay a deposit and an Elite pro does not start the project, SweetAs will assist you in finding a resolution.

If a resolution is not possible SweetAs will provide you with R5 000, it’s as simple as that.

All service requests submitted through SweetAs are eligible for coverage under The SweetAs Property Protection Guarantee subject to terms, conditions and guarantee requirements.

What does the Property Protection Guarantee Cover

Property Damage experienced by a SweetAs customer, that is a direct result of negligence of a SweetAs Elite pro.
The Loss of deposit experienced by a SweetAs customer, due to unstarted work, using a SweetAs Elite pro.

What doesn’t the Property Protection Guarantee Cover

This is not a comprehensive listed of items not covered by The SweetAs Property Protection Guarantee.

Quality of work.
Loss of materials, tools or other property owned by the customer that are used on the job.
losses that are inherent to the service or damages that are normal or usual to the service.
Normal wear and tear.
Faulty installation.
Theft of any form.
Payment disputes that result in loss.
Project delays that result in loss.
Property damage that is not caused by the negligence of a SweetAs Elite pro.
Property damage experienced by third parties.
Loss of deposit due to the customer.
Loss of deposit experienced by third parties.
Losses that result from incomplete work.
Loss of deposit that is not due to a SweetAs Elite pro.
Loss of wages.
Loss of time.
Pain and suffering.

Requirements for the Property Protection Guarantee

The original SweetAs service request must have been submitted directly through SweetAs via the mobile application or website.
The guarantee only applies for services requested on the original SweetAs service request, services not stipulated on the original SweetAs service request will not be covered by the guarantee.
The claim must be made by the original SweetAs customer who submitted the original SweetAs service request to SweetAs via the mobile application or website.
Losses covered by The SweetAs Property Protection Guarantee must be experienced by the original SweetAs customer.
The SweetAs Property Protection Guarantee only applies to SweetAs Elite pros; these pros will have a verification badge, background check badge and a property protection guarantee badge.
The claim may only be for property damage caused by a negligent Elite pro or for loss of deposit due to unstarted work by an Elite pro.
The claim must meet the specified time requirements.
All the necessary documentation must be provided by the Client.
You must make a good faith effort to resolve the dispute with the pro directly before submitting a claim
The customer must not hold any responsibility for the property damage or loss of deposit.

The Claim

When to submit your claim (time requirements)

Property Damage

A SweetAs Elite pro must be hired within 3 weeks of the orginal SweetAs service request being approved by SweetAs. Elite pros hired outside of this period will not be covered by The SweetAs Property Protection Guarantee.
Damage must occur within 16 weeks from the start of the project, damage outside of this period will not be coverd by The SweetAs Property Protection Guarantee.
Once damage has occurred the customer thereafter has 2 weeks to report this and make a claim to SweetAs. Submitting a claim outside of this period will result in the claim being rejected.

Loss of Deposit

A SweetAs Elite pro must be hired within 3 weeks of the orginal SweetAs service request being approved. Elite pros hired outside of this period will not be covered by The SweetAs Property Protection Guarantee.
If a deposit is paid but no work started the customer must attempt to contact the pro and attempt to resolve the issue for 3 weeks, from the date the deposit is paid. Submitting a claim before the 3 week period will result in the claim being rejected. Customers must have proofs of their attempts to contact the pro.
Once the 3 week period is over and if no resolution has been reached or if the deposit has not been returned in full, the customer has an additional 2 weeks to file a claim to SweetAs. Submitting a claim outside of this period will result in the claim being rejected.

What documentation do you need to provide us with to claim

The customer must provide all of the following documentation; the onus is solely on the customer to provide all the documentation

A completed SweetAs Property Protection claim form.
Original SweetAs Request sent by customer.
Original quote provided by the SweetAs Elite pro.
Any documentation showing that the Elite SweetAs pro was hired by the customer for the project.
A copy of the original contract/agreement between the customer and the trusted SweetAs pro for the project.
If property damage was caused by the Elite pro, documentation detailing damage and estimates to repair or replace the damage.
Proof of ownership of property.
If a deposit was paid but no work was done: proof of payment and documentation showing no work was done.
Documentation showing previous attempts made to resolve the issue with the trusted pro.
Signed, swore and stamped affidavit from your nearest SAPS (only if requested by SweetAs)
Any other documentation you feel will help your case.

Documentation must show that all the requirements for the SweetAs Property Protection Guarantee were met. All of the above documentation is necessary for a valid claim for The SweetAs Property Protection Guarantee. SweetAs will use its sole discretion in determining the interpretation for the supplied documents. All documentation must show that the customer met all the terms, conditions and requirements of The SweetAs Property Protection Guarantee.

How to submit a claim

To submit a claim for The SweetAs Property Protection Guarantee, all you have to do is:

1.

Download the claim form.
2.

2. Complete the claim form and attach the necessary documentation.
3.

3. Send it to us for evaluation

What Happens after you’ve submitted your claim

SweetAs takes claims very seriously as we value all our customers. We urge all customers to try and solve issues amicably with pros and also not to submit false claims.

1.

1. Claims will be evaluated.
2.

2. All valid claims will be processed and all invalid claims will be rejected.
3.

Valid claims will then be investigated.
4.

If the pro is at fault, we will attempt to make contact with the pro to resolve the issue.
5.

If the pro agrees to rectify the situation, the customer must permit the pro to do so.
6.

If the pro does not agree to rectify the situation, The SweetAs Property Protection Guarantee will pay out.

Payment

Property damage: SweetAs will either make a payment of R5 000 or the value to repair or replace the damage, whichever is the lesser.
Loss of Deposit: SweetAs will either make payment of R5 000 or the value of the lost deposit whichever is the lesser.

The SweetAs Property Protection Guarantee is subject to modification by us at any time. The SweetAs Property Protection Guarantee is not an insurance policy, no customer, service provider, pro or third party is insured under this Guarantee. If a customer requires protection beyond the scope of this guarantee, they should seek secondary insurance.

If the scope of your issue is not covered by The SweetAs Property Protection Guarantee, SweetAs also has a Resolution Centre that assists customers and pros in resolving any issues they may face.