Service Delivery Policy
Last Updated: November 2025 | Version 1.0
What We Deliver
FindYourLocum is a digital platform that connects healthcare professionals with healthcare facilities for temporary staffing (locum) positions. We do not ship physical products; instead, we deliver digital matching and payment processing services.
Matching Service
Connect professionals with facilities
Verification
Credential & identity checks
Payment Processing
Secure escrow payments
1. INTRODUCTION
This Service Delivery Policy outlines how FindYourLocum delivers its digital platform services to users. As a technology-based marketplace connecting healthcare professionals with healthcare facilities, our "delivery" refers to the provision of digital services rather than physical goods.
This policy should be read in conjunction with our Terms of Use, Privacy Policy, and Refund Policy.
2. NATURE OF SERVICES
2.1 Digital Platform Services
FindYourLocum provides the following digital services:
- User Registration & Verification: Account creation and credential verification for healthcare professionals and facilities
- Profile Management: Tools to create and manage professional profiles and facility listings
- Shift Posting & Discovery: Platform for posting available shifts and finding opportunities
- Matching Services: Algorithms and tools to match qualified professionals with suitable opportunities
- Communication Tools: In-app messaging and notification systems
- Booking Management: Shift scheduling, confirmation, and management features
- Payment Processing: Secure payment collection and disbursement services
- Support Services: Customer support and dispute resolution
2.2 What We Don't Deliver
To be clear, FindYourLocum does NOT provide:
- Physical products or goods
- Direct medical or healthcare services
- Employment contracts (we are not an employer)
- Medical equipment or supplies
- Transportation services
3. SERVICE DELIVERY PROCESS
3.1 For Healthcare Professionals
1Registration & Onboarding
- Download the app and create an account
- Submit required documents for verification
- Complete profile setup
- Delivery time: Immediate account creation; verification within 24-48 hours
2Shift Discovery
- Browse available shifts in your area
- Filter by specialization, date, pay rate, and location
- Receive notifications for matching opportunities
- Delivery time: Real-time updates; notifications within seconds
3Application & Booking
- Apply for shifts with one tap
- Receive confirmation when accepted
- Access shift details and facility information
- Delivery time: Application submitted instantly; acceptance depends on facility
4Payment
- Check in and out through the app
- Shift completion triggers payment release
- Funds transferred to your linked bank account
- Delivery time: 2-5 business days after shift completion confirmation
3.2 For Healthcare Facilities
1Registration & Setup
- Create facility account
- Verify facility credentials and registration
- Set up payment method
- Delivery time: Immediate; verification within 24-48 hours
2Shift Posting
- Post shifts with detailed requirements
- Set rates, dates, and qualifications needed
- Reach verified healthcare professionals
- Delivery time: Posts go live immediately
3Candidate Selection
- Review applications from qualified professionals
- View verified credentials and ratings
- Accept or decline candidates
- Delivery time: Real-time notifications of applications
4Shift Management & Payment
- Track check-in/check-out times
- Confirm shift completion
- Payment processed securely
- Delivery time: Automatic upon shift confirmation
4. SERVICE AVAILABILITY
4.1 Platform Availability
- Mobile App: Available 24/7 on iOS and Android devices
- Website: Accessible at all times via any web browser
- Customer Support: Monday to Friday, 8:00 AM - 5:00 PM SAST
- Emergency Support: Available via email for urgent matters
4.2 Maintenance Windows
We may occasionally need to perform maintenance on our systems:
- Scheduled maintenance is typically performed during low-usage hours
- Users will be notified in advance of planned downtime
- We aim for 99.9% uptime across our platform
5. GEOGRAPHIC COVERAGE
5.1 Service Area
FindYourLocum currently operates in:
- Primary: South Africa (all provinces)
- Major metropolitan areas: Johannesburg, Cape Town, Durban, Pretoria
- Expanding to additional regions based on demand
5.2 Location-Based Matching
Our platform uses location services to match professionals with nearby facilities. You can set your preferred work radius and receive notifications for shifts within your specified area.
6. PAYMENT DELIVERY
6.1 Payment Timeline
| Stage | Timeline |
|---|---|
| Payment Collection (from Facility) | At time of booking confirmation |
| Escrow Hold | Until shift completion |
| Payment Release Initiation | Within 24 hours of shift confirmation |
| Funds in Bank Account | 2-5 business days after release |
6.2 Payment Methods
- For Facilities: Credit/debit cards, bank transfers via Paystack
- For Professionals: Direct bank transfer to linked South African bank account
Note: Payment processing times may vary depending on your bank. Public holidays may also affect delivery timelines.
7. NOTIFICATION DELIVERY
7.1 Types of Notifications
- Push Notifications: Real-time alerts for new shifts, applications, messages
- Email Notifications: Booking confirmations, payment receipts, important updates
- SMS Notifications: Critical alerts (optional)
- In-App Notifications: All platform activity and updates
7.2 Notification Timing
- Push notifications: Delivered within seconds
- Email notifications: Delivered within 5 minutes
- SMS notifications: Delivered within 1 minute
8. SERVICE LEVEL COMMITMENTS
Platform Uptime
99.9%
Target availability
Verification Time
24-48 hrs
For new accounts
Support Response
< 24 hrs
For all inquiries
Payment Processing
2-5 days
After confirmation
9. SERVICE INTERRUPTIONS
9.1 Causes of Interruption
Service may be temporarily unavailable due to:
- Scheduled maintenance
- System upgrades
- Internet connectivity issues
- Third-party service provider issues
- Force majeure events
9.2 Our Response
- We will notify users of planned interruptions in advance
- We work to resolve unplanned outages as quickly as possible
- Status updates will be communicated via email and social media
10. CONTACT & SUPPORT
For questions about our services or service delivery:
Support Hours: Monday to Friday, 8:00 AM - 5:00 PM SAST. For urgent matters outside these hours, please email us and we will respond as soon as possible.
11. POLICY UPDATES
This Service Delivery Policy may be updated from time to time. We will notify users of material changes via email or in-app notification. Continued use of the Platform constitutes acceptance of the updated policy.