The rules, in plain language.

These terms apply when you browse Xoot, create an account, request a booking, join Care+, apply as a Xooter, use support, or interact with Xoot's website, web app, PWA, or future Expo mobile app.

Xoot may update these terms before launch and as the product expands. Material changes should be communicated through the app, website, or email where appropriate.

Xoot operates a home-services platform for booking vetted independent service providers, called Xooters. Xoot provides technology, support routing, trust workflows, booking records, and payment coordination.

Unless a separate written agreement states otherwise, Xoot is not the employer of a customer and does not become the legal employer of a household worker engaged outside the platform.

• You must provide accurate account, booking, address, and contact information.
• You are responsible for keeping your login credentials secure.
• You may not share OTPs, passwords, payment details, gate codes, alarm codes, lockbox codes, or private keys in chat, email, screenshots, or support messages.
• Xoot may restrict accounts that create safety, fraud, payment, harassment, or platform-integrity risk.

A booking is not final until the platform confirms the request, price, payment status, service details, and available Xooter assignment where applicable.

Xoot does not promise universal coverage, instant availability, a guaranteed replacement, or a specific Xooter unless that has been confirmed in the live booking flow.

Payment initiation, payment confirmation, refunds, cancellations, Care+ activation, and XootCred changes must be processed by server-side Xoot systems and verified provider events. A frontend success page or mobile return URL does not prove payment success.

Cancellation and refund handling is explained in the Refunds and Cancellations Policy.

Care+ is Xoot's membership layer for Home Memory, favourite Xooter workflows where availability allows, priority support handling, smart reminders, and XootCred benefits. Care+ is not an insurance product and does not guarantee availability or replacement timing.

Care+ benefits activate only after backend payment confirmation. XootCred credits are not cash, cannot be withdrawn, and may expire or be reversed under the XootCred rules.

Gate codes, alarm codes, lockbox notes, parking instructions, pet notes, and access instructions are sensitive. They should be stored only in protected app fields and revealed only to authorised users within approved booking windows.

Do not send sensitive household access information through email, SMS, public chat, screenshots, or the Xoot Concierge bot.

Xoot Concierge may answer general Xoot, Care+, booking, launch-area, and support questions. It must not approve refunds, change payments, override admin decisions, request secrets, or perform account actions.

Safety, theft, damage, harassment, legal threats, payment disputes, cancellations, identity issues, and access-code concerns require human review.

Xoot's in-app calling does not record by default, and Xoot does not record calls on its own initiative. If in-call recording is switched on for your booking, the following applies.

• Either party to an in-app call may record it. Xoot does not record calls on its own initiative and does not record calls between people who are not party to the booking.
• Recordings are audio only. Xoot does not record video inside a home.
• When a recording starts, both parties are shown an on-screen indicator that stays visible for as long as the recording runs. A call cannot be recorded without that indicator appearing.
• Recordings are used only to investigate a safety incident or resolve a dispute about a booking. They are not used for training, marketing, quality scoring, or advertising.
• Access is limited to the parties to the call and the Xoot staff handling a report that the recording is attached to.
• Recordings are deleted after 30 days unless attached to an open report, in which case they are kept until that report is closed.
• You may object to a recording, ask for a copy of one you are party to, or ask for it to be deleted, by contacting Xoot support. You may also complain to the Information Regulator of South Africa.

Xooter applicants must provide truthful identity, right-to-work, background-check, training, reference, and document information. Uploading false, incomplete, or misleading information may result in rejection, suspension, or removal from the platform.

Xoot will take reasonable operational and security steps, but home services involve real-world risk. To the fullest extent allowed by South African law, Xoot is not liable for indirect loss, loss of profit, unsupported guarantees, or losses caused by inaccurate information supplied by users, Xooters, or third-party providers.

Nothing in these terms excludes liability that cannot legally be excluded.