Customer Terms and Conditions

1. Who we are, our role and definitions

1.1 These Terms and Conditions ("Terms") apply to every service you book through the EKAETTE mobile application ("App"). The App is operated by EKAETTE DOTCOM LTD (RC 8387056) of 40, Jos Street, Garki, FCT, Nigeria ("EKAETTE", "we", "us"). By creating an account or booking a service you accept these Terms.

1.2 Our role. EKAETTE connects customers with cleaners, electricians, plumbers and other artisans ("Artisans"), handles bookings and payments through the App, and resolves complaints. The work itself is carried out by the Artisan, who is responsible for how it is performed.

1.3 In these Terms: "Service" means the work an Artisan performs for you; "Job" means a booked Service; "Call-out Fee" means the fixed fee for an Artisan’s attendance and inspection; "Quote" means the price for the Job given after inspection; "Escrow" means our holding of your payment until the Job is confirmed complete; "Business Day" means a day other than a Saturday, Sunday or public holiday in Nigeria.

1.4 You must be at least 18 years old and able to enter into a contract to use the App.

2. Booking and call-out fee

2.1 You book a Job through the App by choosing the Service, giving your address and preferred time, and paying the Call-out Fee. We will confirm the booking and show you the assigned Artisan’s name, photo and rating.

2.2 Every Artisan visit carries a fixed Call-out Fee of NGN 5,000, shown before you confirm. It covers the Artisan’s attendance and inspection.

2.3 No-show refund. If the Artisan does not arrive within 30 minutes of the agreed arrival time, we will refund the Call-out Fee to you in full within 3 Business Days. You may instead ask us to assign another Artisan.

2.4 If you accept the Quote and proceed, the Call-out Fee is deducted from the Quote price.

2.5 You must give accurate details, safe access to the place of work, and ensure a person aged 18 or over is present, unless you have agreed otherwise in the App.

3. Inspection, quotes and pricing

3.1 After inspecting the work, the Artisan will send you a Quote through the App. The Quote is open to negotiation between you and the Artisan. Any agreed price must be recorded in the App before work starts.

3.2 The Quote will show labour, parts and materials, any applicable taxes and the estimated time.

3.3 No work begins until you accept the Quote in the App. Any extra work or cost needs your approval in the App before it is carried out.

3.4 Parts and materials are supplied by the Artisan and priced in the Quote.

3.5 If you decline the Quote, you owe only the Call-out Fee.

4. Payment and escrow

4.1 You must pay EKAETTE through the App. Do not pay the Artisan directly unless we have told you in writing that you may.

4.2 We hold the Quote price in Escrow until both the Artisan and you confirm in the App that the Job is complete.

4.3 Please confirm completion, or raise a complaint, within 48 hours after the Artisan marks the Job complete. If you do neither, we may treat the Job as confirmed.

4.4 Once the Job is confirmed, we release the payment to the Artisan at the end of that week, after deducting our fees.

4.5 If you raise a complaint, we hold the disputed amount in Escrow until it is resolved under clause 7.

4.6 The accepted payment methods are shown in the App. If a payment is reversed or found fraudulent, we may cancel the Job and suspend your account.

5. Cancellation, rescheduling and no-show

5.1 You may cancel a Job free of charge before an Artisan is dispatched.

5.2 If you cancel after an Artisan has been dispatched, we keep the Call-out Fee unless the Artisan is late under clause 2.3.

5.3 You may reschedule by giving at least 2 hours’ notice through the App.

5.4 If you are not available when the Artisan arrives, the Artisan will wait up to 15 minutes. After that, the Job may be cancelled and the Call-out Fee kept.

5.5 If we must cancel or reassign a Job, we will tell you promptly and refund any amount paid for work not done.

6. Artisan conduct, damage and liability

6.1 Artisans are vetted before joining the App, including identity, address, guarantor and reference checks, and agree to our standards of work and conduct. Vetting reduces risk but does not remove it, and we cannot guarantee any Artisan’s work or behaviour.

6.2 Please check that the person arriving matches the Artisan shown in the App before allowing access.

6.3 The Artisan is directly liable for damage to your property, or injury, caused by their negligence or misconduct while performing the Service, and has agreed to compensate customers for it. Report any damage through the App within 48 hours, with photographs where possible.

6.4 EKAETTE does not hold insurance covering damage caused by Artisans. We will help you pursue the Artisan and will mediate your claim under clause 7, but we do not promise that compensation will be paid.

6.5 No company guarantee. We do not give a workmanship guarantee or warranty on the Service. If you are unhappy with the work, raise a complaint under clause 7 and we will try to arrange a fair outcome, which may include rework, a partial refund or release of Escrow in your favour. This is not a warranty.

6.6 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or any right you have under Nigerian law, including consumer protection law, that cannot lawfully be excluded.

6.7 Subject to clause 6.6, our total liability to you for any Job is limited to the amount you paid for that Job, and we are not liable for indirect or consequential loss.

6.8 You must tell the Artisan about any hazards at the place of work, secure valuables, and not ask an Artisan to carry out unsafe or unlawful work.

7. Complaints and dispute resolution

7.1 Raise any complaint directly with EKAETTE through the App only.

7.2 We will acknowledge and address your complaint within 48 hours of receiving it. If a complaint needs longer to investigate, we will tell you why and when to expect an outcome.

7.3 If the complaint cannot be settled, it is referred to EKAETTE’s mediator, who reviews the evidence (messages, photographs, the Quote and both accounts) and decides an outcome, which may include rework, a refund, or release or return of Escrow.

7.4 Our mediator is part of EKAETTE. You are not required to accept the mediator’s decision and may take the matter to a court of competent jurisdiction or complain to the Federal Competition and Consumer Protection Commission (FCCPC).

7.5 Please keep all messages about a Job in the App, as they may be used as evidence.

8. Dealings outside the app

8.1 Please book, pay and communicate through the App for every Job, including follow-up work with an Artisan you met through the App.

8.2 If you arrange work or payment with an Artisan outside the App, EKAETTE is not a party to it and is not liable for it. You will have no Escrow protection, no complaint or dispute process, no refund through us, and we take no responsibility for the quality of the work or for any damage or loss.

8.3 We may suspend an account that is used to avoid the App. Please report any Artisan who asks you to deal off the App.

9. Data protection

9.1 We collect and use your personal data to provide the Services, process payments, keep our community safe, handle complaints and meet legal duties, as set out in our Privacy Notice, which forms part of these Terms.

9.2 We use your data for our business and do not sell it. We share it only where necessary, for example with the Artisan assigned to your Job, payment providers and, where the law requires, authorities.

9.3 You have rights under the Nigeria Data Protection Act 2023 to access, correct and delete your data and to object to its use. Contact us to have this arranged.

10. General terms and governing law

10.1 Governing law. These Terms are governed by the laws of the Federal Republic of Nigeria in force from time to time that apply to services of this nature.

10.2 Subject to clause 7.4, the courts of the Federal Capital Territory (FCT) have jurisdiction over disputes arising from these Terms.

10.3 Neither party is liable for delay caused by events beyond its reasonable control, such as flooding, civil unrest, power or network failure, or government action.

10.4 If any provision is found invalid, the rest stays in force. A failure to enforce a right is not a waiver of it.

10.5 We may update these Terms by notice in the App. The version in force when you book a Job applies to that Job.

10.6 These Terms and our Privacy Notice are the whole agreement between you and EKAETTE for the Services.