Terms & Conditions, Cancellation and Refund Policy
Effective date: 30 August 2026. Utility Run is a trading name of DJP Worx (Pty) Ltd t/a Unlock Properties.
These terms govern your use of the Utility Run booking service and apply from the moment you submit a booking. By submitting a booking and proceeding to payment, you accept these terms in full. Please read them before booking.
1. Who we are
Utility Run is operated by DJP Worx (Pty) Ltd, trading as Unlock Properties ("we", "us", "our"), registered in South Africa, with its registered address at 77A Molen Street, Die Bult, Potchefstroom, North West.
2. What we do
Utility Run attends the local municipality on your behalf to handle municipal account matters, including but not limited to:
- Rates clearance certificate applications
- Municipal account transfers (opening/closing accounts)
- Municipal statement requests
- Retrieval of approved building plans held by the municipality
- Account queries and disputes
We act as your agent for the purpose of submitting your instruction and liaising with municipal staff. We do not control municipal processing times, decisions, or internal systems, and we cannot guarantee the outcome of any submission to a municipality.
3. Booking and fees
Our standard fee is R450 per instruction. Attorneys and agents submitting two or more instructions in a single booking qualify for a bulk rate: the per-instruction rate reduces by R25 for each additional instruction, down to a floor of R350 per instruction. All fees are quoted in South African Rand (ZAR) and are inclusive of our service charge for that run.
A booking is only confirmed once payment has been received in full. Bookings are processed in the order confirmed.
4. Payment
Payments are processed securely through PayFast, a licensed South African payment gateway. We do not receive or store your card details — these are handled directly and securely by PayFast under their own security standards. Accepted payment methods include major cards and Instant EFT, as offered by PayFast at checkout.
5. Turnaround time
We anticipate completing most runs within 24 hours of a confirmed, correctly-documented booking. This is our normal turnaround, not a guaranteed deadline — the actual time taken depends on the relevant municipality's own processes, queues, and availability, which are outside our control. If we anticipate that a run will not be completed within 24 hours, we will contact you to let you know.
6. Cancellations and refunds
6.1 Before the run is performed
You may cancel your booking and receive a full refund at any time before we have carried out the run at the municipality. To cancel, email compliance@unlockproperties.co.za or call 064 072 7208, quoting your booking reference. Refunds are processed back to your original payment method via PayFast.
6.2 After the run is performed
Once we have attended the municipality and submitted your instruction, the service has been rendered and the fee for that instruction is no longer refundable, regardless of the outcome of that submission — including where the municipality rejects, queries, or delays the instruction for reasons outside our control (for example, incomplete or incorrect information, or a discrepancy at the municipality's end).
6.3 If the municipality requires additional information
If a run cannot be completed because the municipality requires further information or corrected documentation from you, we will not treat this as a failed service requiring a refund. Instead, once you provide the outstanding information, we will include your instruction in our next available run at no additional charge.
6.4 Bulk bookings
Where a booking includes multiple instructions at the bulk rate, each instruction may be cancelled individually. Cancelling one or more instructions from a bulk booking before those specific runs are performed will be refunded per Section 6.1. Cancelling instructions may affect the bulk rate applied to the instructions that remain; where this happens, we will recalculate the fee for the remaining instructions at the applicable rate for that new quantity and refund or invoice the difference accordingly.
In short: not yet run = full refund. Already run = no refund, even if the municipality rejects it — but we'll fix and resubmit once you give us what's missing, at no extra cost.
7. Your responsibilities
You are responsible for the accuracy and completeness of the information and documentation you provide when booking. Delays or rejections caused by incorrect, incomplete, or outdated information supplied by you are not treated as a failure of our service (see Section 6.3).
8. Limitation of liability
We provide this service with reasonable skill and care, but we do not control municipal decision-making, processing times, or systems, and we make no guarantee as to the outcome of any application, transfer, statement request, or dispute submitted on your behalf. To the maximum extent permitted by law, we are not liable for any loss or damage arising from municipal delays, errors, or refusals, except where caused by our own negligence or wilful default. Nothing in these terms limits any right or remedy you have under the Consumer Protection Act 68 of 2008 ("the CPA") that cannot lawfully be excluded.
9. Your rights under the Consumer Protection Act
Nothing in this policy is intended to reduce or limit your rights under the CPA. Where any term in this document conflicts with a right you hold under the CPA, your CPA rights take precedence. If you believe our service has not met the standard required under the CPA, please contact us using the details below so we can address it directly before escalating elsewhere.
10. Privacy and how we use your information
When you book, we collect personal information including your name (or firm name), email address, phone number, the municipality involved, the relevant account or erf number, the service required, and any notes you provide. We process this information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA").
10.1 Why we collect it
We use this information solely to process your booking, carry out the requested municipal instruction, communicate with you about your booking, and process payment.
10.2 Who we share it with
- The relevant municipality — as necessary to carry out your instruction.
- PayFast — to process your payment securely. We do not share your booking details beyond what is needed for payment.
We do not sell or rent your personal information to any third party.
10.3 How we store it
Your booking details are stored securely and are only accessible to authorised Utility Run staff. We retain booking records for as long as reasonably necessary for accounting, legal, and dispute-resolution purposes.
10.4 Your rights
Under POPIA, you have the right to request access to the personal information we hold about you, request that it be corrected if inaccurate, and request its deletion where we are not legally required to retain it. To exercise any of these rights, contact us at compliance@unlockproperties.co.za.
10.5 Consent
By submitting a booking through our website, you consent to the collection and processing of your personal information as described in this policy, for the purpose of fulfilling your booking.
11. Changes to these terms
We may update this document from time to time to reflect changes in our service, the law, or our payment provider's requirements. The effective date at the top of this page will always reflect the current version. Continued use of our booking service after an update constitutes acceptance of the revised terms.
12. Governing law
These terms are governed by the laws of the Republic of South Africa.
