Service Level Agreement, Privacy Policy and Refund Policy

Part One — Service Level Agreement

1. Services Offered

SmartFix Artisans Marketplace, operated by Oyasmartfix Property Maintenance Ltd, connects customers with skilled independent artisans for home repairs, installations, maintenance, and related services in Lagos, Nigeria. Our services include access to a network of verified artisans, facilitated communication between customers and artisans, secure escrow payment processing, job coordination, and dispute resolution.

SmartFix coordinates independent technicians and specialist artisans who perform services under SmartFix service procedures. Artisans on the SmartFix platform are independent contractors and are not employees or agents of Oyasmartfix Property Maintenance Ltd.

2. Payment and Escrow

Full payment is required upfront before any job is activated. All customer funds are held in escrow by SmartFix until the job is completed satisfactorily. Customers must not pay artisans directly for SmartFix-coordinated jobs. Off-platform payments are not covered by this Agreement, the warranty, or the refund policy.

2.1 Materials funds are disbursed to the artisan upon job activation to enable procurement. SmartFix deducts a handling fee on all materials transactions.

2.2 Workmanship funds are held in escrow and released to the artisan only after the customer confirms satisfactory completion. SmartFix deducts a service fee on all workmanship transactions.

2.3 Where invoices or subscription fees remain unpaid beyond the agreed payment period, SmartFix reserves the right to suspend ongoing services until outstanding balances are settled.

2.4 Customers subscribed to SmartFix plans are entitled to service fee waivers in accordance with their plan terms. Subscription fees are non-refundable once a billing cycle has commenced.

3. Inspection and Scheduling Fees

Fee rates for physical inspections, emergency bookings, and after-hours services are displayed in the platform at the time of booking and may be updated from time to time. Virtual inspections are provided at no charge.

4. Service Warranty

SmartFix may provide a limited workmanship warranty for services performed, subject to the terms specified in the applicable job agreement or Work Order. This warranty applies only to the quality of service workmanship and does not cover defects arising from materials or equipment supplied by the customer, equipment failure beyond SmartFix control, damage caused by the customer after job completion, or normal wear and tear. Warranty claims must be raised within 7 days of job completion confirmation.

5. Supervisor and Dedicated Advisor

For complex or multi-artisan projects, SmartFix may assign a Supervisor to coordinate service delivery at a coordination fee disclosed at the time of booking. A Dedicated Advisor may be made available on request, subject to applicable plan terms or add-on pricing.

6. Ratings

SmartFix operates a bidirectional rating system. Customers rate artisans and artisans rate customers upon job completion. Customer ratings influence artisan matching and standing on the platform. Attempts to manipulate ratings constitute a breach of this Agreement and may result in account suspension.

7. Referral Programme

SmartFix operates a referral programme open to all registered users. Referral rewards are credited to the referrer's wallet upon the completion of the referee's first qualifying transaction. Rewards are non-transferable, have no cash value, and may only be applied as platform wallet credit. SmartFix reserves the right to modify the referral programme terms with reasonable notice.

8. Dispute Resolution

SmartFix operates a tiered dispute resolution process. Disputes are first reviewed by a SmartFix Advisor. Unresolved matters are escalated to senior management. Formal complaints that cannot be resolved through these channels are referred to the SmartFix Artisans Marketplace Disciplinary Committee, which will issue a decision within 3 business days. The Committee's decision is final and binding on both parties. Disputes must be raised through the SmartFix platform.

9. Platform Integrity

SmartFix strictly prohibits any attempt by customers to coerce, bribe, or pressure artisans into accepting off-platform payments or circumventing platform policies. Any such attempt will result in immediate termination of services. SmartFix reserves the right to take legal action where necessary.

10. Safety

SmartFix provides a safety mechanism allowing users to signal distress silently through the platform. Misuse of this feature may result in account suspension. SmartFix requires artisans to carry appropriate insurance. Customers are advised to maintain suitable property and liability insurance for their premises.

11. Intellectual Property

All intellectual property rights in the SmartFix platform, including content, software, trademarks, and branding, are the property of Oyasmartfix Property Maintenance Ltd or its licensors. No user may reproduce or distribute SmartFix content without express written permission.

12. Indemnification

You agree to indemnify and hold harmless Oyasmartfix Property Maintenance Ltd, the SmartFix Artisans Empowerment Initiative, the SmartFix Artisans Cooperative Society, and their respective officers, employees, and agents from any claims, losses, or expenses arising from your use of the platform or breach of these terms.

13. Limitation of Liability

SmartFix shall not be liable for indirect, incidental, or consequential damages including lost profits, lost data, or business interruption. Total liability is limited to the value of the specific job transaction in question.

14. Platform Availability

SmartFix aims to provide continuous platform access. Scheduled maintenance, technical issues, or circumstances beyond SmartFix's control may affect availability. SmartFix will provide advance notice of planned downtime where reasonably possible.

15. Termination

Either party may terminate use of the platform at any time. Outstanding jobs will be handled in accordance with the Refund Policy. SmartFix reserves the right to suspend or terminate accounts in cases of breach of these terms, fraudulent activity, or behaviour that threatens platform integrity or user safety.

16. Governing Law

This Agreement is governed by the laws of the Federal Republic of Nigeria. Disputes not resolved through the platform's dispute resolution process are subject to the jurisdiction of the courts of Lagos State, Nigeria.

Part Two — Privacy Policy

17. Collection of Information

SmartFix collects personal and operational information necessary to deliver its services. This includes identity information, contact details, payment information, location data (with permission), verification documents from artisans and suppliers, device information, and job and transaction history.

18. Use of Information

We use the information we collect to provide and improve our services, match customers with artisans, process payments, communicate about jobs and account matters, administer welfare programmes through the SmartFix Artisans Cooperative Society, detect and prevent fraud, and generate anonymised sector intelligence as described in Clause 19.

19. Data Intelligence and Sector Research

SmartFix collects operational data across all platform activity. This data is used to generate internal platform improvements and may be used to publish aggregated, anonymised market intelligence. No personally identifiable information is included in any published report or data product. By using the platform, you consent to the collection and use of anonymised data from your platform activity for these purposes. This practice complies with the Nigeria Data Protection Regulation (NDPR).

20. Sharing of Information

We may share your information with artisans, supervisors, and advisors assigned to your job, payment processors, the SmartFix Artisans Cooperative Society for welfare administration, and regulatory authorities where required by Nigerian law. We do not sell personal information to advertisers or unrelated third parties.

21. Security

SmartFix takes reasonable technical and organisational measures to protect user information. Payment data is handled by PCI-DSS compliant processors. Verification documents are stored encrypted. No digital system guarantees absolute security.

22. Marketing and Communications

We may use your contact information to send service updates and promotional offers. You may opt out at any time by contacting legal@oyasmartfix.com or using the unsubscribe option in any communication.

23. Third-Party Services

SmartFix uses third-party service providers to deliver platform features. These providers operate under their own privacy policies. SmartFix is not responsible for the data practices of third-party providers.

24. Data Retention

We retain personal information for as long as your account is active and as required thereafter by Nigerian law, including for dispute resolution, tax compliance, and fraud prevention.

Part Three — Refund Policy

25. Commitment

SmartFix is committed to high-quality artisan services. Where services paid for are not delivered as agreed, customers are entitled to a refund as set out in this policy. This policy complies with the Consumer Protection Council of Nigeria (CPC) and the Lagos State Consumer Protection Agency (LASCOPA).

26. Refund Eligibility

A refund may be issued where: the assigned artisan is unreachable for more than 24 hours without response; the artisan behaves in a manner that violates the SmartFix code of conduct; materials have not been purchased and the customer does not wish to proceed; or the job cannot be completed due to circumstances on the artisan's side that SmartFix cannot resolve. Refunds apply only to registered customers who have paid in full through the SmartFix platform.

27. Refund Process

Where a concern cannot be resolved by a SmartFix Advisor, the matter is referred to the SmartFix Artisans Marketplace Disciplinary Committee. The Committee will investigate and issue a decision within 3 business days. Approved refunds are processed within 1 to 2 working days of the decision date.

28. Refund Amount

28.1 If materials or equipment have not been purchased: a full refund is issued less any inspection fees already incurred.

28.2 If materials or equipment have been purchased with evidence: the purchased items are delivered to the customer and the remaining balance is refunded.

28.3 If materials or equipment have been purchased without adequate evidence: SmartFix deducts the estimated cost and refunds the remaining balance.

28.4 Subscription fees are non-refundable once a billing cycle has commenced.

29. Cancellation of Refund Request

A refund request may be withdrawn at any time before the Disciplinary Committee issues its decision, provided the artisan is willing to complete the job and the customer agrees to proceed.

30. Exclusions

Refunds are not available where: damage was caused by the customer's negligence; changes to the agreed job scope were made by the customer without formal approval; the customer has already confirmed job completion in the platform; materials or equipment supplied by the customer contributed to the issue; or the claim is raised more than 7 days after job completion.

Part Four — Customer Responsibilities and General Terms

31. Customer Responsibilities

31.1 Communication — Customers must provide accurate and timely information about the job required.

31.2 Access — Customers must provide safe and appropriate access to the work area and ensure required utilities are available.

31.3 Payment — All payments must be made through the SmartFix platform before work commences. Off-platform payments are not recognised under this Agreement.

31.4 Conduct — Customers must treat artisans and SmartFix personnel with respect. Abusive or threatening behaviour will result in account suspension.

32. Entire Agreement

This Service Level Agreement, Privacy Policy, and Refund Policy constitute the entire agreement between the customer and SmartFix Artisans Marketplace and supersede all prior agreements, whether written or oral.

33. Updates to These Terms

SmartFix reserves the right to update these terms. Users will be notified of material changes through the platform. Continued use of the platform after notification constitutes acceptance of the updated terms.

34. Contact

For questions or concerns about these policies, contact SmartFix at legal@oyasmartfix.com.