Last updated: 6 September 2026
- Purpose of This Policy
MutiSquare aims to provide a responsible platform where users can discover and connect with independent traditional healers and other practitioners.
This policy explains how users and practitioners can report concerns, suspected fraud, misleading listings, inappropriate conduct or other possible violations of MutiSquare’s policies.
- What Can Be Reported
Users may report concerns including:
- suspected scams or fraud;
- impersonation or false identity information;
- deliberately misleading practitioner information;
- false claims about qualifications or registrations;
- threats, harassment or abusive behaviour;
- requests for confidential banking information, PINs or OTPs;
- suspected exploitation of users;
- inappropriate or unlawful content;
- misuse of photographs or personal information;
- suspicious payment requests;
- fake or manipulated reviews;
- services that may be unlawful;
- serious safety concerns; or
- other conduct that may violate MutiSquare’s policies.
- How to Submit a Complaint
Complaints or reports may be submitted through the Contact page on the MutiSquare website.
When submitting a complaint, users should provide as much relevant information as reasonably possible, including:
- their name and contact information;
- the name of the practitioner or listing concerned;
- a description of what happened;
- relevant dates;
- payment information where relevant;
- screenshots, messages or other supporting information where available; and
- any other information that may assist MutiSquare in understanding the complaint.
Users should not submit passwords, banking PINs or one-time passwords (OTPs).
- Honest Reporting
Complaints should be made honestly and in good faith.
Users must not knowingly submit false complaints for the purpose of harming, threatening, harassing or unfairly damaging another person.
MutiSquare may take appropriate action where its reporting system is deliberately abused.
- A Complaint Does Not Automatically Prove Wrongdoing
Receiving a complaint does not automatically mean that the practitioner or user complained about has done something wrong.
Where appropriate, MutiSquare may review available information and may allow the affected practitioner or user an opportunity to respond.
- How MutiSquare May Review a Complaint
Depending on the nature of the complaint, MutiSquare may:
- review the relevant practitioner listing or account;
- request additional information from the complainant;
- request information or an explanation from the practitioner;
- review information available through the MutiSquare platform;
- temporarily restrict a listing while serious concerns are assessed; or
- take other reasonable steps appropriate to the circumstances.
MutiSquare is not a law-enforcement agency, court, medical regulator or financial institution and does not have the investigative powers of those organisations.
- Possible Actions
Depending on the seriousness of the matter and the available information, MutiSquare may:
- take no further action where a complaint cannot reasonably be substantiated;
- request that information be corrected;
- issue a warning;
- remove particular content;
- remove or suspend Verified status;
- temporarily suspend a listing;
- restrict access to certain platform functions;
- permanently remove a listing or account; or
- take other reasonable action to protect users and the platform.
- Urgent Safety Matters
MutiSquare should not be used as an emergency service.
If a person believes that they or another person is in immediate danger, they should contact the appropriate emergency services or law-enforcement authorities.
Serious allegations involving suspected criminal conduct may need to be reported directly to the appropriate authorities.
- Fraud and Financial Complaints
Customers currently pay practitioners directly.
MutiSquare does not receive, hold or process consultation payments between customers and practitioners.
Where a complaint concerns money paid directly to a practitioner, MutiSquare may consider whether the practitioner’s continued presence on the platform raises concerns, but MutiSquare cannot automatically reverse or refund a payment that it did not receive.
Users should retain proof of payments and relevant communications.
Suspected fraud may also need to be reported to the user’s bank, payment provider or appropriate authorities.
- Refund Disputes With Practitioners
Practitioners are responsible for communicating their consultation fees, deposit requirements, cancellation conditions and any applicable refund arrangements to customers.
Disputes regarding money paid directly to a practitioner should ordinarily first be raised with that practitioner where it is safe and reasonable to do so.
MutiSquare may consider complaints about repeated or serious misconduct but does not guarantee that it can recover money paid directly to a practitioner.
- Confidential Information
Complainants should avoid submitting unnecessary confidential information.
Users must never send MutiSquare their banking passwords, PINs or OTPs.
Information submitted as part of a complaint will be handled in accordance with MutiSquare’s Privacy Policy and applicable law.
- Information Shared During an Investigation
Where reasonably necessary to assess a complaint, MutiSquare may need to inform the person complained about of the substance of the allegation and request a response.
MutiSquare will seek to handle personal information responsibly and in accordance with applicable law.
MutiSquare cannot guarantee complete anonymity where disclosure is legally required or reasonably necessary to investigate or respond to a matter.
- Practitioner Response
Where appropriate, a practitioner may be given an opportunity to respond to a complaint or provide supporting information.
Practitioners must not threaten, intimidate or harass a person for submitting a genuine complaint.
Retaliatory conduct may itself result in action by MutiSquare.
- Repeated Complaints
MutiSquare may consider patterns of complaints when assessing whether a practitioner or account presents a risk to users or the platform.
The number of complaints alone will not necessarily determine the outcome. MutiSquare may also consider their nature, seriousness, reliability and available supporting information.
- False or Malicious Complaints
MutiSquare may take action against users who knowingly submit fraudulent or malicious complaints or deliberately misuse the reporting system.
This does not prevent users from making genuine complaints merely because a complaint is ultimately not substantiated.
- Reviews and Complaints
A negative review and a formal complaint are not necessarily the same thing.
Reviews may describe a user’s experience, while the complaints process is intended for matters requiring MutiSquare’s attention or possible platform action.
MutiSquare may moderate reviews separately under its applicable review rules.
- Complaints About MutiSquare
Users and practitioners may also contact MutiSquare regarding concerns about the operation of the platform, account administration, privacy or MutiSquare’s own services.
Where a complaint concerns personal information, it will also be considered in accordance with MutiSquare’s Privacy Policy and applicable data-protection requirements.
- External Rights and Remedies
Using MutiSquare’s complaints process does not prevent a person from exercising rights available under South African law or approaching an appropriate regulator, authority, court or other body.
- Record Keeping
MutiSquare may retain reasonable records of complaints, investigations and actions taken where necessary for platform administration, safety, dispute management, fraud prevention or legal compliance.
Such information will be handled in accordance with MutiSquare’s Privacy Policy and applicable law.
- Changes to This Policy
MutiSquare may update this Complaints & Reporting Policy as the platform and its reporting procedures develop.
The latest version will be published on the MutiSquare website with an updated revision date.
- Contact MutiSquare
Complaints, reports and safety concerns may be submitted through the Contact page on the MutiSquare website.