Terms of Service

These Terms and Conditions (“Terms”) are a legally binding agreement between you and Lantiex (Pty) Ltd (“Lantiex”, “we”, “us”, “our”) for your use of the Novo customer mobile application and related services (the “App”). Lantiex developed, owns, and controls the Novo platform.

Please read these Terms together with our Novo Privacy Policy. By creating an account, tapping to accept, or using the App, you agree to these Terms. If you do not agree, do not use Novo.

1. Who we are

Lantiex (Pty) Ltd
South Africa
Support: support@lantiex.com
Website: https://lantiex.com
Privacy Policy: https://lantiex.com/novo/privacy-policy/
These Terms: https://lantiex.com/novo/terms-of-service/

Lantiex developed, owns, and controls Novo. Novo is a marketplace. We help you request on-demand vehicle services and match you with nearby independent workshops. Lantiex does not itself perform jump starts, tyre changes, towing, washes, or other vehicle work unless we expressly say so in writing.

2. The service

2.1 What Novo provides

Through the App you can:

• see vehicle services available at a location (subject to coverage and nearby workshops)
• save vehicles and places (for example Home or Work)
• request help, customise the job, and notify nearby workshops
• review a workshop quote, apply an eligible promo code, and confirm how you will pay on arrival
• track the technician on a live map, call the workshop, and receive status updates
• confirm when work is done, rate the workshop, view receipts in Activity, and chat with Novo support

Services currently offered in the App (availability varies by area and workshop) include car wash, inspection, windscreen, jump start, minor service, battery, tyre pressure, tyre change, towing, locksmith, side windows, and coolant.

2.2 What Novo does not provide

• We do not guarantee that a workshop will accept, arrive in a set time, or complete work
• We do not currently process card payments inside the App. You pay the workshop on arrival (cash, card, or PayShap, as you confirm)
• We do not operate a customer wallet or Novo Credit in this version of the App
• Coverage is limited to areas we have enabled. Outside those areas, services are unavailable
• A service greyed out as unavailable means no nearby workshop is offering it at that time

2.3 Independent workshops

Workshops and technicians are independent contractors or businesses. They are not Lantiex employees. The contract for the vehicle work is between you and the workshop. Lantiex’s role, through Novo, is to operate the platform (matching, tracking, quotes display, receipts, support, and related features).

3. Eligibility

To use Novo you must:

• be able to enter a binding contract under South African law
• hold a valid South African plastic driver’s licence (we scan the barcode to verify this)
• use a South African mobile number
• provide true information and keep it up to date

Novo is not for children. You may not create an account with an invalid, expired, not-yet-valid, or illegal licence. Doing so can result in a permanent ban.

4. Account

4.1 Registration

You create an account by accepting these Terms and the Privacy Policy, scanning your licence, verifying your mobile number with an SMS code, setting a password, and completing your profile (and optionally a vehicle and payment preference).

We may store incomplete sign-up progress on your device until registration is finished.

4.2 Login

After sign-up you log in with your mobile number and password. We may send a password-reset email to the address linked to that number (including a technical address we use for authentication if you have not added a personal email).

4.3 Your responsibilities

You must keep your phone, OTP codes, and password confidential. You are responsible for activity on your account. Tell us at support@lantiex.com if you think someone else has used it.

4.4 One active request

You must finish or cancel an active request before starting another.

4.5 Personal details

You may update your name, phone, and optional email in Profile. Your licence identity remains the verification record for the account.

5. Licence verification and safety

We scan the PDF417 barcode on your licence (not a photo of the card) and decode it to confirm identity and that the licence is valid and South African. Your name must match the licence.

We do this to keep Novo safer for customers and workshops. We may refuse, suspend, or permanently ban accounts that use false, expired, or illegal licences, or that otherwise threaten the safety or integrity of the platform.

6. Requests, matching, and tracking

6.1 Location

You must set a service location with map coordinates (GPS, a saved place, or an address search). Location permission is required for GPS. We use location to check coverage, find nearby workshops, and send help to you.

6.2 Requesting

You choose a service, vehicle, and options, then submit a request. We notify nearby workshops. Finding a workshop can take several minutes and may fail if nobody is available.

6.3 Quote and confirmation

Workshops quote after they accept. Prices you see at confirmation are the workshop’s quote (and any promo you apply), not a Novo catalogue price you are locked into before matching. You review the quote, optionally apply a promo, choose cash, card on arrival, or PayShap, and confirm. Tracking starts after you confirm.

6.4 Live job

You can see status (on the way, arrived, in progress, work done), a live map and ETA, and call the workshop. You should be reachable at the location and phone number on the request.

6.5 Completion

When the workshop marks work done, you confirm if everything looks good. We may then ask you to rate the workshop. After a completed job we may also ask, once, if you want to rate Novo in the App Store or Play Store. Receipts appear in Activity.

6.6 Ratings

Your rating helps other customers. Workshops may also hold a rating for customers. Ratings must be honest and not abusive.

7. Payment, pricing, and promos

7.1 Pay on arrival

You pay the workshop when they attend, using the method you confirmed. Novo does not take your card number in the App in this version. Card or PayShap on arrival is an arrangement between you and the workshop.

7.2 Amounts

The amount payable is the accepted quote minus any valid promo discount. Platform commission is a workshop-side matter and is not charged to you as a separate line.

7.3 Promos

Promo codes are issued by us, may have dates, minimums, and per-customer limits, and can be withdrawn. Misuse may lead to the promo being reversed or the account being restricted.

7.4 Offers

Home-screen offers are published by us. External links are not part of Novo’s service.

8. Cancellation

You may cancel a request while we are still searching, and after a match you may cancel only before work starts (on the way or arrived). You cannot cancel through the App once work is in progress.

If a request is cancelled or expires before completion, no payment is taken by Novo. Any amount already paid to a workshop in person is between you and that workshop.

We or the workshop may cancel if matching fails, the location is outside coverage, nobody is nearby, or there is a safety or policy issue. We will try to tell you in the App.

9. Your conduct

You agree not to:

• provide false identity, vehicle, location, or licence information
• request services you are not entitled to, or for a vehicle you do not have authority to have serviced
• harass, threaten, or discriminate against workshop staff or Novo support
• use Novo while it would be unsafe (for example standing in live traffic without care)
• interfere with the App, scrape it, or reverse engineer it except as allowed by law
• create multiple accounts to evade a ban, promo limit, or deletion rule
• use the App for any unlawful purpose

We may suspend or ban accounts that break these rules. Suspended users cannot request help. You may appeal by emailing support@lantiex.com.

10. Support

In-app tickets and chat are for help with orders, feedback, and account issues. We will try to respond in reasonable time but do not guarantee a response time. Safety issues should be marked clearly in the topic where the App allows it.

For emergencies (fire, medical, crime), contact South African emergency services. Novo is not an emergency-response service.

11. Intellectual property

The App, the Novo name and logos, icons, and content belong to Lantiex or our licensors. You receive a limited, personal, non-exclusive, non-transferable licence to use the App for your own vehicle-service requests in South Africa, in line with these Terms. You may not copy, modify, or redistribute the App.

12. Third-party services

The App uses third-party infrastructure, including Google Firebase, Google Maps / Places / Directions, Apple or Google push notifications, and (on Android) Play in-app updates. Their terms and privacy notices also apply to their services. Outages of those services may affect Novo.

13. Disclaimers

The App is provided “as is” and “as available”. To the maximum extent permitted by South African law (including the Consumer Protection Act 68 of 2008 where it applies):

• we do not warrant uninterrupted, error-free, or fully covered service
• we do not warrant the quality, safety, parts, or workmanship of any workshop. That is the workshop’s responsibility
• estimated arrival times are estimates only
• we are not a party to the workshop’s work except as the platform operator described in these Terms

Nothing in these Terms excludes rights you have under the Consumer Protection Act that cannot legally be excluded.

14. Limitation of liability

To the maximum extent permitted by law, Lantiex and its directors, staff, and suppliers are not liable for:

• loss arising from a workshop’s acts, omissions, delay, workmanship, parts, or charges
• unavailability of a service or workshop in your area
• device, network, map, or GPS inaccuracy
• indirect or consequential loss, lost profits, or loss of data

Where we are liable and liability can lawfully be limited, our total liability to you for a claim relating to the App is limited to the greater of (a) the amount you paid in respect of the specific job giving rise to the claim (if any was paid through or recorded in the App) and (b) R 1 000.

This does not limit liability for death or personal injury caused by our gross negligence, or any liability that cannot be limited by law.

15. Indemnity

You indemnify Lantiex against claims, losses, and costs arising from your misuse of the App, your breach of these Terms, or your interactions with a workshop, except to the extent caused by Lantiex’s gross negligence or wilful misconduct.

16. Suspension, deletion, and closure

We may suspend or close accounts for breach, safety, fraud, invalid licences, or legal reasons.

You may request deletion in the App. Deletion is not instant:

• you must request it
• you cannot request it if you used a Novo service in the last 7 days
• after a valid request we retain data for 3 months, then delete it as described in the Privacy Policy
• you may keep using Novo until the request is processed

We may keep limited records after closure where the law or safety requires it (for example a ban).

17. Changes

We may change the App and these Terms. The “Last updated” date will change. Material changes will be posted on this page or in the App. If you continue to use Novo after a change, you accept the new Terms. If you do not agree, stop using the App and request deletion.

18. General

• These Terms are governed by the laws of the Republic of South Africa. Courts of South Africa have jurisdiction, without limiting any CPA rights on forum.
• If a clause is unenforceable, the rest remains in force.
• These Terms and the Privacy Policy are the entire agreement for the App.
• You may not assign your account without our consent. We may assign the Novo platform or these Terms to an affiliate or successor.
• Failure to enforce a right is not a waiver.
• English is the controlling language of these Terms. An Afrikaans translation, if provided, is for convenience.

19. Contact

support@lantiex.com
https://lantiex.com