If something goes wrong
Good to know: right now Naija Wash only connects customers and providers — you agree the price and pay each other directly, so we don't take or hold any money. That means we can't refund you. You can still report a problem: we read it, hear the provider's side, and can warn, suspend or remove providers who let customers down. The refund and AI-review steps below apply only if we switch on in-app payments.
Most jobs go fine. If one doesn't, here is exactly what happens, in plain words. Pick who you are:
What you can do
- The provider marks the job complete.You'll get a notification. From that moment you have 72 hours (3 days) to tell us if there is a problem.
- Happy? Tap "I'm satisfied". Not happy? Tap "Report an issue".Open My bookings. Write what went wrong in a few clear sentences and add up to 5 photos. Photos make a big difference.
- We look at it.First an automated assistant (an AI) reads your report and the photos. For small, clear-cut cases (up to ₦20,000) it can decide straight away. Anything bigger, unclear, or serious goes to a person at Naija Wash. We aim to answer within [X working days].
- You get an answer, and the reason.You'll be notified by app[, email and SMS]. We always say whether it was decided by the automated assistant.
- If you don't agree, ask for a person.If the assistant closed your report, tap "Ask a person to review" in My bookings within 7 days. A real person then decides, and the assistant won't touch it again.
What can happen
| Outcome | What it means for you |
|---|---|
| Full refund | You get back everything you paid. The refund goes to the card or account you paid with. Your bank can take a few business days to show it. |
| Report closed | We didn't find grounds for a refund. You keep the service and nothing is refunded. You can ask a person to look again (see step 5). |
For now we either refund in full or close the report — we don't do part-refunds. If you think a different fix is fair, say so in your report or contact us.
How to make a strong report
- Say what was wrong and where ("the left side of the sofa still has stains", not just "bad job").
- Add clear photos taken in good light, as soon as the job finishes.
- Report within 72 hours. After that, contact us and we'll see what we can do.
- Be honest. Reports are checked against the provider's side and the booking history. Repeated unfair reports can lead to your account being limited.
Safety, damage or theft? If someone was hurt, something was damaged or stolen, or you felt unsafe, report it here and contact us straight away on +234 916 781 0756 or [email protected]. These cases always go to a person.
What happens when a customer reports a job
- You're told straight away.You get a notification when a customer reports a problem with a completed job. Customers have 72 hours after you mark a job complete to do this.
- You tell your side, in the app.Open Bookings in your dashboard and tap Respond on the reported job. You'll see what the customer said, and you can write your reply and add photos of the finished job. You have 12 hours to do this — we start the review when you reply, or when the 12 hours are up, whichever comes first.
- We review it.An automated assistant reads the customer's report and photos first. For small, clear-cut cases (up to ₦20,000) it can decide on its own. Bigger, unclear or serious cases go to a person.
- You're told the result.Either way you get a notification with the outcome and the reason.
- The customer can ask for a person to look again if the assistant closed their report. A person's decision is final.
Tip. Replying is the best way to protect yourself. If you say nothing, we decide using only the customer's report — and your silence is never treated as an admission, but you lose the chance to show your photos. Everything happens in the app; you never need to email us proof.
What it means for your money
| Outcome | What happens to you |
|---|---|
| Report closed | Nothing changes. You keep your payment as normal. |
| Customer refunded | We refund the customer from Naija Wash's own balance. Your share of that job (what you were paid after our fee) is then recorded as owed by you — you can see it on the Payments tab of your dashboard. We never take money from your bank automatically. Support contacts you to arrange repayment. |
If you owe money
- We send a reminder after 3 days, then at most once a week.
- Pay it back or talk to us, and it's settled. If you keep ignoring it (₦5,000 or more for over 30 days after two reminders), your account can be suspended.
- Your account can also be suspended if you lose 3 reports within 60 days.
- We never suspend you while you have paid jobs in progress. A suspension pauses your listings; a person can lift it once things are sorted out.
How to avoid problems
- Describe your service honestly — price, what's included, how long it takes.
- Turn up on time and keep your Availability up to date so you're not double-booked.
- Only mark a job complete when it truly is. Marking it early is the most common reason customers report a job.
- Take photos of the finished work (before and after if you can) and keep them. They're your best proof.
- If you can't do a job, tell us early. Paid bookings can only be cancelled by our support team, who refund the customer in full.
Fairness, in short
- A person can always overrule the automated assistant.
- Every decision is recorded and can be checked.
- Nothing here removes your rights under Nigerian law. You may also contact the Federal Competition and Consumer Protection Commission (FCCPC).
Need help? Contact [email protected]. Full details are in our Terms of Service (section 5).