Plug A Pro

Provider Credits Terms and Rules

Last updated: 29 May 2026

These rules apply to approved independent service providers who use Plug A Pro to receive and accept customer-selected opportunities. Customers do not buy these provider credits. Provider credits are prepaid platform units used by providers to accept eligible leads or jobs on Plug A Pro. They are not payment for the provider's actual work.

1. What provider credits are

1 provider credit currently equals R50. Provider credits are shown in the provider wallet and credits history inside the Provider Portal. They are not cash, legal tender, financial credit, a loan, a bank deposit, interest-bearing value or a stored-value bank account.

Provider credits cannot be withdrawn as cash, transferred, sold, exchanged, assigned to another account or converted into money unless Plug A Pro expressly approves a lawful reversal.

2. Who can buy or receive credits

Provider credits are for approved providers only. Paid top-ups may require identity verification and an active provider wallet. Plug A Pro may also award starter, promotional, onboarding, voucher or goodwill credits. Promotional and voucher credits are separate from purchased credits and may have campaign-specific rules if those rules are stated when they are awarded.

3. When credits are deducted

A provider credit is deducted only when a customer selects a provider and that provider completes final acceptance of the customer-selected opportunity through the Platform, WhatsApp or the Provider Portal. Each accepted customer-selected opportunity currently uses 1 provider credit unless the Platform expressly states a different rule before acceptance.

4. When credits are not deducted

  • Previewing a lead summary does not use credits.
  • Showing interest does not use credits.
  • Being shortlisted does not use credits.
  • Customer selection before the provider's final acceptance does not use credits.
  • Declining a lead does not use credits.
  • Letting a lead expire does not use credits.
  • A failed, cancelled or reversed top-up does not add credits.

5. Purchased credits, promo credits and voucher credits

Purchased credits are added only after payment is confirmed by Plug A Pro, the relevant payment processor (currently PayFast and Pay@ / PayAt or another processor shown in the Provider Portal at the time of purchase) or manual finance reconciliation. Promotional, starter, onboarding and voucher credits are non-purchased credits. They cannot be withdrawn or refunded as cash.

When the Platform deducts credits for an accepted lead, promo or voucher credits may be used before purchased credits so the wallet ledger keeps paid and non-paid credits separate.

6. Refunds, reversals and disputes

Purchased provider credits are generally non-refundable once bought, except where required by law or where Plug A Pro approves a reversal because of a clear platform or system error, duplicate payment, failed credit allocation, incorrect deduction, suspected fraud or chargeback reversal or another admin-approved exception.

A provider may query a lead-credit deduction where the lead was invalid, duplicated, materially in the wrong category or location, linked to an invalid customer number, not actually requested by the customer, cancelled before unlock or affected by a platform error. Approved lead-credit disputes are reversed through the provider wallet ledger. They are not customer service refunds.

7. Expiry

Purchased provider credits do not currently expire in the implemented wallet. Any future expiry rule for purchased credits must be communicated before it applies and requires legal review for CPA, ECTA and related payment/accounting treatment. Promotional, starter, onboarding or voucher credits may expire if a lawful expiry rule is stated when they are awarded.

8. Audit records

Plug A Pro records credit purchases, allocations, deductions, reversals, payment reversals, lead unlocks, disputes and admin adjustments in wallet ledger and audit records. These records help support queries, fraud review, accounting and dispute handling.

9. How to query a credit deduction

Contact support via WhatsApp or email at support@plugapro.co.za. Include the job or lead reference, the deduction you are querying, the reason and any screenshots or supporting evidence. Plug A Pro will review the Platform record and respond with the outcome.

10. Changes

Plug A Pro may update provider credits terms with notice, subject to applicable law. Continued use of the Provider Portal, WhatsApp provider actions or provider tools after notice means the updated rules apply.