Terms of Service

Version 2026-10-20 · Effective [effective date]

Draft — have a Nigerian lawyer review before launch. This page is a starting template written around how the Naija Wash app actually works. It is not legal advice. Fill in every highlighted [placeholder] and have it checked, especially the sections on payments, refunds, liability and consumer rights. Remove this box when done. If you change these terms in a meaningful way, also change TERMS_VERSION in the backend so users are asked to accept again.

1. Who we are and what Naija Wash does

Naija Wash is operated by [COMPANY LEGAL NAME], a company registered in Nigeria (RC [RC NUMBER]) with its registered office at [REGISTERED ADDRESS] ("Naija Wash", "we", "us").

Naija Wash is an online marketplace. It helps customers find and book car wash, cleaning, laundry and similar services from independent businesses ("Providers"). We do not perform the services ourselves. When you book, your contract for the service is between you and the Provider; we provide the platform and handle reports as described below.

How it works today. Right now Naija Wash only connects customers and Providers. Booking in the app sends a request. When the Provider accepts, you can see each other's phone number and agree the price and how to pay directly. We do not take, hold or refund any money, and we are not a party to that payment. The sections below about payments, refunds and payouts apply only if and when we switch on in-app payments, and we will tell you before that happens. Problems with a job can still be reported to us; we can remove or suspend Providers, but we cannot refund you. [Lawyer: confirm this section and add disclaimers about payments made directly between users.]

2. Your account

You must be at least 18 and able to enter a binding contract.
Give accurate details and keep your password private. You are responsible for activity on your account. Tell us at once if you think someone else is using it.
We ask for your location when you sign up so we can show Providers near you. You can update it at any time.
You must confirm your email address before you can book. Providers must also be verified by us before their services appear (section 8).
We may suspend or close accounts that break these terms, are used for fraud, or put others at risk.

3. Booking and paying (customers)

The price shown is the price you pay. Prices are in Naira (₦).
A booking is confirmed only once your payment succeeds. Until then the time slot may be given to someone else, and unpaid bookings are cancelled automatically after a short time.
Online payments (only when switched on) are processed by a licensed payment partner. We never see or store your card details. The partner's own terms apply to the payment.
Your payment is collected through our payment partner. We keep our service fee (currently [10]% of the booking price) and hold the Provider's share until the job is complete and the 72-hour problem-reporting window has passed, so that we can refund you if there is a problem. We then pay it to the Provider (see section 8). [Lawyer: holding customer funds even briefly may need a licence or a regulated payment partner in Nigeria (CBN). Confirm before launch.]

4. Cancelling and refunds

Cancelling. You can cancel a booking at any time before the Provider marks the job complete. If you had already paid, we refund the full amount to the payment method you used. Refunds are sent through our payment partner and can take [5–10] business days to reach your bank, which is outside our control.

Provider cancels. If a Provider can't do the job, you get a full refund.

[Business decision: the app currently refunds 100% on any cancellation before completion. If you want cancellation fees or a late-cancellation cut-off, change this section and the code.]

5. Problems with a job

When the Provider marks a job complete we ask you to confirm you're happy. You can also leave a rating and review.
If something went wrong, tell us through the app within 72 hours of the job being marked complete. Describe what happened and add photos if you can.
Provider's reply. The Provider is notified and can reply in the app, with photos, within [12] hours. We start the review when they reply or when that time has passed.
Our team looks at what both sides provide (including photos and messages) and decides whether to refund you in full or to close the report. We will tell you the outcome and why.
Automated review. To answer quickly, a report may first be reviewed by an automated assistant (an AI system). It can decide small, clear-cut cases itself and passes larger or unclear ones to a person. When it decides, we tell you that it did. If you disagree with an automated decision you can ask for a person to review it again from My bookings, within [7] days, and a person will decide. [Lawyer: confirm wording against NDPA rules on automated decision-making and your appeal process.]
Providers who repeatedly lose reports, or who do not repay amounts they owe us after refunds, may be warned and their accounts suspended. A suspension can be lifted by our team.
Our decision on a report is made in good faith but does not remove any rights you have under Nigerian consumer-protection law.
If you disagree with the outcome, contact [email protected]. You may also contact the Federal Competition and Consumer Protection Commission (FCCPC).

6. Providers: your obligations

You are an independent business, not our employee or agent. You are responsible for your own staff, equipment, insurance, taxes and any licences your work needs (for example, fumigation and pest control).
Describe your services, prices and location honestly, turn up on time and do the work with reasonable skill and care.
Set your opening hours and how many jobs you can run at once; customers can only book times you have made available.
Photos you upload must be your own and must not show other people's private information.
When in-app payments are on, you must not take bookings or payments outside the platform to avoid our fee.

7. Provider payouts and fees

We hold your share of each booking until the job is marked complete and the customer's 72-hour problem-reporting window has passed. After that it shows as available in your dashboard. You then request a withdrawal, and we send it to the bank account you gave us 48 hours after your request. Money from a booking that is refunded or under dispute is not paid out. Accounts that are suspended are not paid until support has reviewed them. [Lawyer: confirm wording and timings.]
Our service fee is [10]% of each booking price and is deducted automatically when the customer pays.
Because we may already have paid you by the time a customer's report is decided, if we refund a customer in the customer's favour you agree to repay us the amount of your share for that booking. We record it against your account and may collect it by agreement, by deducting it from future payouts where the payment system allows, or by other lawful means.
You are responsible for declaring and paying tax on your earnings.

8. Provider verification

Before a Provider's services are visible, we ask for a government-issued ID, and a CAC registration number where the Provider has one, and we review them. We may refuse or withdraw approval at our discretion. Verification means we have checked the documents you gave us; it is not a guarantee of the quality of any Provider's work.

9. Reviews and content

Reviews must be honest and based on your own experience. Don't post anything unlawful, abusive, or misleading. By posting a review or photo you give us a non-exclusive licence to show it on Naija Wash. We may remove content that breaks these terms.

10. Acceptable use

Don't misuse the service: no fake bookings or reviews, no attempts to break or overload the system, no harassment of Providers or customers, no using the service for anything illegal.

11. Our responsibility

We take reasonable care to run the platform but we do not control the work Providers do. To the extent the law allows, Naija Wash is not liable for the quality of a Provider's work or for loss or damage caused by a Provider, and our total liability to you for any claim relating to a booking is limited to the amount you paid for that booking. Nothing in these terms excludes liability that cannot be excluded by law, including for death or personal injury caused by our negligence, fraud, or your rights as a consumer. [Lawyer: confirm this wording.]

12. Your data

How we use personal data is explained in our Privacy Policy.

13. Changes

We may update these terms. If the changes are significant we will tell you and ask you to accept the new version. Using Naija Wash after a change means you accept it.

14. Governing law and disputes

These terms are governed by the laws of the Federal Republic of Nigeria. [Lawyer: add how disputes are resolved, e.g. courts of Lagos State, or arbitration.]

15. Contact

[COMPANY LEGAL NAME] · [REGISTERED ADDRESS] · [email protected] · +234 916 781 0756