ThumaMe
Terms & Conditions

Collecting personal information

1. About ThumaMe

ThumaMe provides on-ground verification, checks, errands, and reporting services in supported locations. We act as an independent third party to observe, document, and report based on your request.

ThumaMe is not a contractor, security company, law firm, or financial advisor. We do not provide legal, financial, medical, or professional advice.

2. What we provide

ThumaMe may complete tasks such as:

• Property and site checks
• Delivery verification
• Store pricing checks
• Family care and welfare check-ins
• Photo, video, and written reporting

Our service is evidence-based reporting. We report what is observed at the time of the task.

3. Definitions

“Standard Area” means locations within the city boundaries of Harare and Bulawayo.

“Task” means one agreed objective at one location within the Standard Area, resulting in one report delivered to you (photos and/or video and/or written summary).

“Business Days” means Monday to Friday, excluding public holidays.

4. Location coverage and Standard Area

4.1 Standard service area

Standard plans apply within the Standard Area.

If a location is close to the boundary or unclear, ThumaMe will confirm whether it qualifies as Standard Area before dispatch.

4.2 Outside the Standard Area

Any request outside the Standard Area is not covered by standard plans and will require a custom plan or custom quote before work begins.

If a location is outside the Standard Area, it is automatically treated as custom even if it is close to the boundary.

5. What counts as one task

A Task means:

• one agreed objective
• at one location
• within the Standard Area
• resulting in one report delivered to you

If a request contains multiple objectives or multiple locations, it may be treated as multiple tasks.

6. Time included per task, additional time, and Extended Presence

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6.1 Included time per task

Each task includes up to 2 hours of agent time in total.

Agent time includes reasonable travel within the Standard Area, reasonable waiting, evidence capture, and writing or sending the report.

6.2 Additional time (up to 30 minutes where reasonably required)

A task may include up to 30 minutes additional time where reasonably required to complete the same agreed objective at the same location. This is intended for normal delays such as short queues, access delays, or completing the report properly.

6.3 Beyond included time and additional time

If a task goes beyond 2 hours + up to 30 minutes, it will require one of the following, agreed before continuation:

• additional tasks
• an Extended Presence add-on
• a custom plan or custom quote

6.4 Extended Presence and long on-site requests

Requests requiring prolonged waiting, supervision, or long on-site presence are not standard tasks.

As a guide:

• beyond 2 hours + up to 30 minutes may require Extended Presence or additional tasks
• requests requiring 4+ hours are treated as a custom half-day or day-rate service and must be agreed in advance

7. Turnaround time and timelines

7.1 Standard turnaround time

Within the Standard Area, ThumaMe aims to complete most tasks within 48 hours after:

• the task is confirmed, and
• the client provides all required details and access information

7.2 Reasons a task may take longer

Timelines may vary due to:

• denied entry or restricted access
• unsafe conditions
• weather or travel disruptions
• public holidays
• waiting for client clarification
• third-party availability

Urgent requests may be available at an additional fee.

8. Subscriptions, one-off payments, and billing

• Subscription plans are billed monthly in advance and renew automatically unless cancelled.
• One-off tasks are billed as a single payment before work begins.
• Payments are processed securely via Stripe.

8.1 Cancellation

You can cancel a subscription at any time. Cancellation takes effect at the end of the current billing period. We do not offer prorated refunds for partial months.

8.2 Unused tasks

Unless your plan explicitly states otherwise, unused tasks do not roll over to the next month.

9. Task acceptance, changes, and client responsibilities

9.1 Clear instructions required

You must provide accurate information, including addresses, contact details, access instructions, and what you want us to check or confirm.

9.2 Permissions, access, and safety

You are responsible for ensuring we have permission to attend locations and speak to relevant parties where necessary.

If our agent cannot safely access a location, is denied entry, or permission is not granted, we may reschedule or offer a credit at our discretion, taking into account time already spent.

Agent safety and hostility
We reserve the right to abandon a task immediately if an agent feels threatened, intimidated, verbally abused, or otherwise unsafe due to anyone at the location. In such cases, the task may be marked as completed for the purposes of time spent and reporting, and no refund will be issued.

9.3 Scope changes

If you change the scope of a task after it has been accepted, we may treat it as a new task or request an additional fee.

9.4 Third-party details and consent

If you provide third-party contact details or personal information to ThumaMe, you confirm you have permission to share it with us for the purpose of completing the task.

10. Evidence and reporting

We provide evidence in the format appropriate to the task, which may include photos, videos, and written summaries.

Reports reflect what was observed at the time of the visit only. Conditions may change after we leave.

Where appropriate, we avoid capturing faces or private spaces without consent. Some sensitive tasks may be report-only.

11. Digital delivery and network issues

Reports are deemed “delivered” once they have been sent by ThumaMe via our usual channels (including WhatsApp, email, or a downloadable file link). ThumaMe is not responsible for delays or failures in receipt caused by your device settings, blocked numbers, incorrect contact details, limited storage, your own network issues, or outages of third-party services such as WhatsApp or email providers.

If you believe a report has not been received, you must notify us and we will make reasonable efforts to resend it.

12. Task Types and Scope

This section explains what is included in common task types, what is not included, and when a task becomes an add-on, multiple tasks, or a custom plan.

Unless stated otherwise, all tasks must be within the Standard Area. Outside the Standard Area requires a custom plan or custom quote.

12.1 Pricing Check

Included

• Visit up to 3 shops within the Standard Area
• Collect prices for up to 10 line items
• Report includes shop names,addresses, prices, availability, and evidence where possible

Not included

• Visiting more than 3 shops
• Purchasing items using ThumaMe funds (unless agreed separately)
• Negotiating prices as a contractor or broker

Becomes add-on or additional tasks

• Additional shops beyond 3
• More than 10 line items
• Multiple visits or extended coordination beyond included time

12.2 Property Check

Included

• One visit to one property
• Visual inspection and evidence collection where access is granted and safe
• Standard report on visible condition and concerns

Not included

• Repairs, maintenance, cleaning, or security services
• Forced entry or accessing locked areas without permission
• Professional inspections

Becomes add-on or additional tasks

• Multiple properties or addresses
• Re-visits across multiple days
• Prolonged on-site supervision

12.3 Delivery Verification

Included

• One visit to one delivery address
• Confirm whether delivery arrived and what was received
• Evidence where possible

Not included

• Storing goods
• Returns or dispute resolution with suppliers
• Waiting for a delivery to arrive for long periods

Becomes add-on or additional tasks

• Collection and drop-off (two stops)
• Multiple deliveries or multiple addresses
• Extended waiting beyond included time

12.4 Welfare Check

Included

• One visit to one location to check on a person’s wellbeing
• Written summary of the visit
• Photo evidence only with consent

Not included

• Medical assessments, counselling, or emergency services
• Domestic dispute involvement, enforcement, or confrontation

Becomes add-on or additional tasks

• Multiple people at different locations
• Frequent repeat check-ins beyond plan allowances
• Extended time on-site beyond included time

12.5 Contractor or Builder Check

Included

• One visit to one site
• Confirm attendance and progress status
• Photos or video evidence and written summary

Not included

• Managing contractors, enforcing deadlines, or quality sign-off
• Technical certification of work
• Long supervision or “stay until completion”

Becomes add-on or additional tasks

• Multiple visits or multiple sites
• Extended supervision beyond included time
• Dispute handling or confrontation

12.6 Document Pickup or Drop-off

Included

• One pickup or one drop-off within the Standard Area
• Confirmation of handover where appropriate

Not included

• Bribery, influence, or “fast-tracking” services
• Legal advice or document certification

Becomes add-on or additional tasks

• Multiple stops or offices
• Long queues beyond included time
• Repeat visits due to missing documents or unclear instructions

12.7 Contact attempts and coordination

Included

• Up to 2 call attempts and 1 WhatsApp message per task

Becomes add-on or additional tasks

• Extended coordination beyond included time
• Multiple follow-ups across days

12.8 Clear examples

Usually 1 task

• “Check my property at one address and send photos and a report”
• “Verify one delivery at one address and confirm what arrived”
• “Check prices using up to 3 shops and report back”
• “Do one welfare check-in at one location and send an update”

Usually multiple tasks

• “Check my property then go to another address”
• “Visit two different areas far apart”
• “Return to the same site multiple times in the same week”

Not a standard task

• “Stay there for the whole day”
• “Supervise builders until the job is finished”
  These require Extended Presence or a custom plan.

13. Prohibited and unsafe tasks

We do not accept tasks that involve:

• illegal activity
• trespassing or forced entry
• harassment, intimidation, threats, or confrontation
• debt collection or enforcement actions
• bribery or corruption
• any activity that places our agents or others at risk

We may refuse, pause, or stop a task if safety or legality is a concern. If work has already been performed, refunds may not apply.

14. Third parties and decisions

ThumaMe is not responsible for the actions, omissions, or misrepresentations of third parties (including contractors, suppliers, family members, tenants, sellers, or service providers).

You remain responsible for decisions and actions taken based on our reports.

15. Refund policy and credits

Refunds are not provided for:

• completed tasks
• tasks already in progress
• subscription periods that have started

If a task cannot be completed due to circumstances outside our control, we may offer a reschedule or a credit at our discretion.

Credits

• Credits are non-transferable
• Credits must be used within 60 days of issue unless stated otherwise

16. Chargebacks and disputes

If you initiate a chargeback after a task has been completed or is in progress, we may suspend service while we dispute the claim. We may use task evidence, timestamps, and communication logs to respond to the dispute.

17. Complaints and resolution

If you have a complaint, contact us at info@thumame.co with:

• your name
• your task reference (if available)
• a clear description of the issue

We aim to respond within 2 Business Days.

Where appropriate, we may offer:

• clarification or correction if an error is identified
• a reschedule
• a credit, at our discretion, depending on the circumstances

18. Privacy, marketing consent, and data retention

18.1 Confidentiality

We treat your information and reports as confidential and do not share them without your consent unless required by law.

18.2 Marketing use

We do not use client photos, videos, names, or task details for marketing without explicit written consent.

18.3 Data retention

We retain reports and media for 12 months from delivery, after which they may be deleted unless we need to keep them for legal, tax, or dispute reasons.

19. Force majeure

ThumaMe is not liable for delays or failures caused by events beyond our reasonable control, including network outages, fuel shortages, extreme weather, road closures, government actions, public disruptions, or other circumstances that make task completion unsafe or impractical. Where possible, we will communicate delays and agree a revised timeline.

20. Limitation of liability

To the maximum extent permitted by law:

• ThumaMe is not liable for indirect, incidental, special, consequential, or economic losses, including loss of profits, loss of business, or losses arising from third-party actions.
• ThumaMe’s total liability is limited to the amount you paid for the relevant subscription month or the relevant one-off task fee, whichever applies.

Nothing in these Terms limits liability where it cannot be limited by law.

21. Consumer rights

If you are a consumer in the UK, you may have legal rights under consumer protection law. Nothing in these Terms is intended to exclude or limit those rights.

Where you request ThumaMe to start providing services immediately, you acknowledge that once a service has been performed or materially started, refund rights may be limited, depending on your legal rights and the circumstances.

22. Changes to these Terms

We may update these Terms from time to time. Continued use of ThumaMe after changes means you accept the updated Terms.

23. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction.

24. Contact

If you have any questions about these Terms, contact:
Email: info@thumame.co
Company/legal entity name: ThumaMe LTD

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