Terms of Service

By creating an account or using Graft you agree to these Terms of Service and to our Privacy Policy. When you sign up you tick a box to say so, and we record the date and the version you accepted. If you do not agree, please do not use Graft.

We may change these terms. When a change is material we will tell you in the app, by email or on this page, and the date at the top will change. If you keep using Graft after that, you accept the new version.

Graft is a marketplace. It connects clients who need work done with workers who do it, and provides messaging, escrow, identity checks and dispute services.

Graft is not the employer, agent, contractor or insurer of any worker, and is not a party to the agreement between a client and a worker. Workers are independent and are responsible for their own work, tools, tax and licences. We do not promise that a task will receive offers, that a worker will be hired, or that any work will be done to any standard.

You must be 18 or older. The information you give us must be true and kept up to date. You are responsible for your password and for everything done through your account. One person, one account: you may not impersonate anyone or run several accounts.

We may suspend or close an account that breaks these terms, puts other people at risk, or is used for fraud.

To protect everyone, you must complete identity verification before you can accept an offer as a client, and workers must submit their ID before sending an offer. You give us a photo of your national ID or passport and a selfie, and workers may also give us certificates for their qualifications. A member of our team reviews them. Submitting a false, altered or someone else's document is grounds for a permanent ban and may be reported to the authorities.

We keep the photo of your identity document and your certificates for 30 days after the review is complete, and then delete them. What stays is the outcome: that you were verified, your verification level, and the name, institution and year of a confirmed qualification. The images themselves do not. Your selfie is kept while your account is open, so we can check that a later account, a dispute or a report involves the same person. It is deleted when you delete your account, or sooner if you ask.

We may keep a person's documents for longer where they are needed to investigate or trace a fraud incident, to deal with a dispute or a legal claim, or to meet a legal duty, for as long as that reason applies. Documents on a suspended account are kept while it is suspended. If you delete your account, we delete your documents unless one of those reasons applies.

Your documents are stored privately, are seen only by authorised Graft staff for these purposes, and are never shown to other users.

A client pays the agreed price plus Graft's 6% service protection fee, on top. If the agreed price is $100, the client is charged $106.00 and the worker receives the full $100. The price, the fee and the total are shown before you pay.

A job settled in cash is charged 2% instead, paid to Graft before the job starts, and the worker is paid the agreed price by hand. Graft holds nothing on a cash job: there is no escrow, no refund and no dispute cover, and you are told this before you choose it.

The client must pay within 24 hours of accepting an offer. If they do not, the hire is cancelled and the task is reopened.

The job amount is then held in escrow. It is released to the worker when the client confirms the work is done, or automatically 72 hours after the worker marks it complete if the client has neither confirmed nor raised a dispute, or as decided in a dispute. An open dispute pauses the automatic release.

Posting a task, browsing, messaging and sending offers are free. Promotions and referral credits may reduce or waive the service fee, and the amount shown at payment is the amount charged.

Graft does not take deposits, is not a bank and does not handle your mobile money PIN or card number. Payments and payouts are carried out by independent payment providers, currently Payonify and Pesepay, and by the networks and banks behind them, such as EcoCash, InnBucks, OneMoney, Visa and Mastercard. Those companies, not Graft, process, hold in transit, approve, decline and settle each transaction, and each has its own terms, limits and fees which you agree to when you use it.

Graft is not responsible or liable for anything done, or not done, by a payment provider, mobile money network or bank. That includes delays, outages, declined or failed transactions, duplicate or partial charges, reversals and chargebacks, holds or limits they apply, fees or charges they add, exchange rate differences, and any loss caused by money sent to the wrong number or account. You are responsible for entering the correct number and details, and for keeping your own accounts and PINs secure.

Every payment has a reference at the provider. If a payment goes wrong, contact us with that reference and we will make reasonable efforts to help trace it and to correct our own records. We cannot reverse a transaction that a provider or network has completed, and we do not guarantee how long a provider takes.

Payouts to a worker are sent to the mobile money number the worker has given us. A payout to a wrong number that the worker supplied cannot be recovered by Graft.

You can pay to feature a job you have posted or your worker profile for 3, 5, 7 or 14 days. A featured listing is shown above listings that are not featured, in the places described on the boost screen, and carries a Featured badge that says it is paid placement. It is not an endorsement by Graft. The price and the end date are shown before you pay, and nothing renews automatically.

Featuring starts when your payment is confirmed and is not refundable once it is live. A boost is not a promise of offers, hires or any result.

We will put it right, by refunding you or restoring the days, if you were charged and the listing did not go live, if you were charged twice by mistake, or if we removed your boost or listing in error. Contact us through the Help page with the time and the payment reference.

There is no refund and no pro rata credit for the days remaining when you delete or pause your account, when you remove the listing yourself, when a job is filled or closed early, or when we remove a listing or an account for breaking these terms. Pausing an account does not stop the days counting down.

Money held in escrow is refunded only through the process in these terms: a job cancelled before work starts, or a dispute decision. A dispute decision states where the job amount goes.

Payment provider charges and any fee an outside network took are not refundable by Graft. Featured listings are covered by section 7.

Nothing in these terms removes any right you have under Zimbabwean law that cannot lawfully be excluded.

If work is not what was agreed, the client can raise a dispute. Doing so freezes the escrow. Our team reads the evidence, including messages, photos, documents and shared locations on Graft, and decides where the money goes: to the worker, back to the client, or split. Our decision decides what happens to the money held by Graft. It does not stop either person from using any legal right they have against the other.

Provide honest evidence. A false claim or forged evidence is grounds for closing an account.

Where a job is done in person, or both sides agree, the client may pay the worker in cash. The service fee is still paid through Graft. Cash paid directly is outside escrow, so Graft cannot hold it, refund it or decide who was right about it. You take that risk yourself.

Do not share phone numbers, email addresses, social media handles or addresses in messages, and do not try to take a job or a payment outside Graft. Messages that look like they contain contact details are blocked automatically. Repeated breaches can lead to a suspension.

Do not harass, threaten, deceive or discriminate against anyone, post anything unlawful, or use Graft for fraud. Do not use photos, files or shared locations to get around these rules.

You can send words, photos, PDF and Word files, and your location in a conversation. What you send is your responsibility: you must have the right to share it, and it must not be unlawful or harmful. A location you send shows the recipient exactly where you were at that moment. Send it only to people you choose to trust with it.

Files and photos are stored privately. Other members can open only what was sent to them.

Automated safety checks look at messages, photos, job posts and sign-ups for scams, fraud, abuse and off-platform payment. Our team may review conversations, files and photos to detect or investigate fraud or a breach of these terms, to handle a report or a dispute, or when the law requires, and an account found breaking these terms can be suspended.

A worker who creates a profile agrees that their profile photo, first name (partly masked), trades, verification badge, confirmed qualifications, ratings and bio can be seen by visitors who are not signed in. Their full name, contact details, exact suburb and messaging are available only to signed-in users. A worker can delete their account at any time to remove their profile.

We collect what you give us: your name, email, phone number, city and suburb; your identity documents, selfie and qualification certificates; the mobile money details you give for payouts; the tasks, offers, messages, photos, files and locations you send; and your reviews. We also collect records of payments, and technical and usage information such as your device, the pages and screens you use, and notification settings.

Location: we use an approximate location to show work and workers near you. We share a precise location only when you choose to send it in a conversation.

How we use and protect it, who we share it with and your rights are set out in the Privacy Policy.

Identity documents and certificates: 30 days after the review is complete, unless kept longer under section 4. Selfies: while your account is open. Payment and contract records are kept for as long as accounting, tax and dispute rules require, even after an account is deleted. Other account information is removed or anonymised when you delete your account, except where we must keep it for these reasons.

Graft provides the platform as it is and as it is available. To the fullest extent the law allows, Graft is not liable for: the quality, safety or timing of any work; anything a client or worker does or fails to do; loss, injury or damage arising from work done or from meeting another user; anything done by a payment provider, mobile money network, bank, internet or device provider (see section 6); interruptions or errors in the platform; or any indirect or consequential loss, or loss of profit or opportunity.

Where Graft is found liable to you despite this, our total liability for any one claim is limited to the amount held in escrow for the job concerned, or, where nothing was held, to the fees you paid Graft in the 12 months before the claim. This does not limit liability that cannot lawfully be limited.

You agree to pay for loss Graft suffers because you broke these terms or the law.

You can pause or delete your account from your profile. Active contracts, money held in escrow and money in transit must be settled first. Closing an account does not cancel anything you owe and does not entitle you to a refund of anything, including a featured listing.

These terms are governed by the laws of Zimbabwe. Disputes are for the courts of Harare, Zimbabwe.

Legal notices: legal@graft.co.zw. Everything else: the Help page.