# CraftRanked Terms of Service

**Last Updated**: November 13, 2025
**Effective Date**: November 13, 2025

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## Table of Contents

1. [Acceptance of Terms](#1-acceptance-of-terms)
2. [Platform Description & Services](#2-platform-description--services)
3. [User Accounts](#3-user-accounts)
4. [User Responsibilities & Conduct](#4-user-responsibilities--conduct)
5. [Booking Process & Payments](#5-booking-process--payments)
6. [Platform Fees](#6-platform-fees)
7. [Cancellation & Refunds](#7-cancellation--refunds)
8. [Dispute Resolution](#8-dispute-resolution)
9. [Intellectual Property](#9-intellectual-property)
10. [Limitation of Liability](#10-limitation-of-liability)
11. [Nigerian Law Compliance](#11-nigerian-law-compliance)
12. [Termination of Service](#12-termination-of-service)
13. [Changes to Terms](#13-changes-to-terms)
14. [Contact Information](#14-contact-information)

---

## 1. Acceptance of Terms

Welcome to **CraftRanked**! By accessing or using our platform at www.craftranked.com or through our mobile applications, you agree to be bound by these Terms of Service ("Terms").

**If you do not agree to these Terms, please do not use our platform.**

These Terms constitute a legally binding agreement between you and CraftRanked Technologies Limited, a company registered in Lagos, Nigeria.

### Who These Terms Apply To

- **Customers**: Individuals or businesses booking services through CraftRanked
- **Artisans**: Service providers offering their skills through CraftRanked
- **Visitors**: Anyone browsing our platform

By creating an account or making a booking, you confirm that:
- You are at least 18 years old
- You have the legal capacity to enter into binding contracts
- All information you provide is accurate and complete
- You will comply with all applicable Nigerian laws

---

## 2. Platform Description & Services

### What CraftRanked Does

CraftRanked is a **digital marketplace** that connects customers with skilled artisans across Nigeria. We are based in Lagos but serve customers nationwide.

**Services Available:**
- 🏠 **Home Services**: Plumbing, electrical, carpentry, painting, cleaning, AC repair
- 🎉 **Event Services**: Catering, photography, decoration, MC services, entertainment
- 🎨 **Creative Services**: Graphic design, fashion design, makeup, hairstyling, tailoring
- 🔧 **Technical Services**: Phone/laptop repair, CCTV installation, generator repair
- 🚗 **Automotive Services**: Car wash, detailing, mechanic services

### What We Are NOT

**Important**: CraftRanked is a **platform**, not a service provider. We:
- ❌ Do NOT employ the artisans
- ❌ Do NOT provide the services ourselves
- ❌ Do NOT guarantee the quality of services (but we help resolve issues)
- ✅ DO facilitate connections between customers and artisans
- ✅ DO provide payment escrow and insurance coverage
- ✅ DO assist with dispute resolution

Artisans are **independent contractors**, not CraftRanked employees.

---

## 3. User Accounts

### Creating an Account

To use CraftRanked, you must create an account by providing:
- Full name
- Valid email address
- Phone number (Nigerian number)
- Password (secure, at least 8 characters)

### Account Types

**Customer Account**
- Book services from verified artisans
- Make payments through our secure platform
- Leave reviews and ratings
- Earn referral commissions (optional)

**Artisan Account**
- Offer services to customers
- Receive bookings and payments
- Build your reputation through reviews
- Must complete verification process

### Verification Requirements

**For Artisans** (Required before accepting bookings):
- ✅ Email verification
- ✅ Phone number verification (OTP)
- ✅ National Identity Number (NIN) verification
- ✅ Professional documents (certificates, portfolio)
- ✅ Bank account verification

**For Customers** (Optional but recommended):
- ✅ Email verification
- ✅ Phone number verification

### Account Security

**Your Responsibilities:**
- Keep your password confidential
- Do NOT share your account with others
- Notify us immediately if you suspect unauthorized access
- Update your information when it changes

**We will NEVER ask for your password** via email, phone, or message.

---

## 4. User Responsibilities & Conduct

### Acceptable Use

You agree to use CraftRanked only for lawful purposes. You may NOT:

❌ **Post false or misleading information**
❌ **Impersonate others or create fake accounts**
❌ **Harass, abuse, or threaten other users**
❌ **Use the platform for illegal activities**
❌ **Attempt to bypass our payment system**
❌ **Share offensive, defamatory, or harmful content**
❌ **Scrape or copy our content without permission**
❌ **Manipulate reviews or ratings**
❌ **Contact artisans directly to avoid platform fees** (this violates our terms)

### Customer Responsibilities

- Provide accurate service requirements
- Be present at the agreed location and time
- Make payments through the platform
- Treat artisans with respect
- Report any issues promptly

### Artisan Responsibilities

- Provide accurate service descriptions and pricing
- Arrive on time for bookings
- Deliver quality services as described
- Use appropriate materials and tools
- Maintain professional conduct
- Report any issues or delays immediately

### Consequences of Violation

Violations may result in:
- Warning notices
- Temporary suspension
- Permanent account termination
- Legal action (for serious violations)
- Reporting to Nigerian law enforcement (if criminal activity)

---

## 5. Booking Process & Payments

### How Bookings Work

1. **Customer browses services** and selects an artisan
2. **Customer sends booking request** with details and preferred date/time
3. **Artisan reviews** and accepts/declines/proposes changes
4. **Customer makes payment** once artisan accepts
5. **Service is delivered** on agreed date
6. **Customer confirms completion** or reports issues
7. **Payment is released** to artisan (minus platform fee)

### Payment Methods

We accept the following payment methods in Nigeria:

💳 **Card Payments**: Visa, Mastercard, Verve
🏦 **Bank Transfer**: All Nigerian banks
💰 **USSD**: Bank USSD codes

**Payment Processors**: We use Flutterwave and Paystack for secure payment processing.

**Note**: Additional payment methods may be added in the future.

### Payment Escrow System

**For Your Protection:**
- Payments are held securely by CraftRanked
- Released to artisans only after service completion
- Refunded to customers if service is not delivered
- Protects both parties from fraud

**Payment Release Timeline:**
- **Automatic release**: 48 hours after customer confirms completion
- **Manual confirmation**: Customer can release payment immediately
- **Dispute**: Payment held until dispute is resolved

### Payment to Artisans

Artisans receive payments:
- **After platform fee deduction** (15% of booking amount)
- **Within 24-48 hours** of payment release
- **To verified bank account** provided during registration
- **No cash payments** - all payments through the platform

---

## 6. Platform Fees

### Fee Structure

CraftRanked charges a **15% platform fee** on all bookings to maintain and improve our services.

**Breakdown of the 15% Fee:**

| Component | Percentage | Purpose |
|-----------|-----------|---------|
| **Platform Fee** | 4% | Operations, maintenance, customer support |
| **Commission Pool** | 11% | Shared with referrers based on tier |
| **Total** | **15%** | **Deducted from booking amount** |

### How Fees Are Applied

**Example: ₦100,000 Booking**

```
Booking Amount:          ₦100,000
Platform Fee (4%):       -₦4,000
Commission Pool (11%):   -₦11,000
Artisan Receives:        ₦85,000 (85%)
```

**If booking has a referrer:**
- Referrer earns 1.1% - 3.3% (based on tier)
- CraftRanked keeps the remaining portion
- Artisan still receives 85%

### What the Fee Covers

Your 15% platform fee includes:

✅ **Payment Processing & Escrow**
✅ **Insurance Coverage** (up to ₦2,000,000 per booking)
✅ **Customer Support** (phone, chat, email)
✅ **Dispute Resolution Services**
✅ **Platform Maintenance & Security**
✅ **Fraud Prevention & Verification**
✅ **Marketing & Customer Acquisition**

### No Hidden Fees

We believe in **transparent pricing**. The price you see is the price you pay (plus any applicable taxes).

**No charges for:**
- Creating an account
- Browsing services
- Messaging artisans
- Leaving reviews
- Cancellations (within policy)

---

## 7. Cancellation & Refunds

### Customer Cancellations

**Before Artisan Accepts:**
- ✅ Full refund (100%)
- ✅ No penalty

**After Artisan Accepts (Before Service Date):**
- **More than 24 hours before**: Full refund (100%)
- **12-24 hours before**: 50% refund
- **Less than 12 hours before**: 25% refund
- **No-show**: No refund (0%)

**Refund Timeline**: 3-5 business days to original payment method

### Artisan Cancellations

If an artisan cancels after accepting:
- Customer receives full refund immediately
- Artisan may receive penalty points
- Repeated cancellations may lead to account suspension

**Emergency Cancellations:**
If artisan has a genuine emergency (with proof), penalties may be waived.

### Service Not Delivered

If the artisan fails to show up:
- ✅ Full refund (100%)
- ✅ ₦5,000 compensation credit
- ⚠️ Artisan receives strike on account

### Partial Completion

If service is partially completed:
- Dispute opened automatically
- CraftRanked team reviews evidence
- Partial payment may be released based on work completed
- Refund issued for uncompleted portion

### Refund Process

**How to Request Refund:**
1. Go to "My Bookings"
2. Select the booking
3. Click "Request Refund"
4. Provide reason and evidence (if applicable)
5. Wait for review (24-48 hours)

**We review refunds within 48 hours** and process approved refunds within 5 business days.

---

## 8. Dispute Resolution

### When Disputes Arise

Disputes may occur due to:
- Service quality issues
- Pricing disagreements
- Incomplete work
- Property damage
- Payment issues

### CraftRanked's Resolution Process

**Step 1: Open a Dispute (24 hours)**
- Report issue through platform
- Provide photos, videos, or other evidence
- Both parties can submit their side

**Step 2: CraftRanked Mediation (2-5 days)**
- Our team reviews all evidence
- We may contact both parties for clarification
- We propose a fair resolution

**Step 3: Resolution**
Possible outcomes:
- Full refund to customer
- Partial refund to customer
- Payment released to artisan
- Partial payment to both parties
- Additional compensation from insurance

**Both parties must accept our decision as final.**

### Escalation to Arbitration

If you disagree with our resolution:
- You may request arbitration under Nigerian law
- Arbitration to be conducted in Lagos, Nigeria
- Costs shared equally between parties
- Arbitrator's decision is final and binding

### Legal Action

If arbitration fails:
- Either party may pursue legal action
- Jurisdiction: Lagos State Courts, Nigeria
- Governing Law: Nigerian law

**We encourage resolution through our platform first**, as it's faster and free.

---

## 9. Intellectual Property

### CraftRanked's Property

All content on CraftRanked is owned by us or licensed to us:

**We own:**
- CraftRanked name, logo, and branding
- Website design and code
- Original text, graphics, and photos
- Platform features and functionality

**You may NOT:**
- Copy or reproduce our content without permission
- Use our logo or branding without written consent
- Create derivative works based on our platform
- Reverse engineer our software

### User-Generated Content

**Content You Upload:**
When you post content on CraftRanked (photos, reviews, service descriptions), you grant us:
- A worldwide, non-exclusive license to use, display, and distribute your content
- The right to moderate, edit, or remove content that violates our policies
- The right to use your content for marketing purposes

**You retain ownership** of your content, but you give us permission to use it.

**You represent that:**
- You own or have rights to all content you upload
- Your content does not infringe on others' rights
- Your content complies with Nigerian law

### Artisan Portfolios

Artisans may showcase their work in portfolios. By uploading work:
- You confirm you have client permission (if applicable)
- You verify the work is your own
- You allow CraftRanked to display it on your profile

---

## 10. Limitation of Liability

### Platform "As Is"

CraftRanked is provided **"as is"** and **"as available"** without warranties of any kind.

**We do NOT guarantee:**
- Uninterrupted or error-free service
- Service quality from artisans
- Specific results from using our platform
- Compatibility with all devices

### What We're NOT Liable For

**CraftRanked is NOT responsible for:**

❌ Acts or omissions of artisans
❌ Quality of services provided
❌ Damage to property (covered by insurance, see below)
❌ Personal injury (covered by insurance, see below)
❌ Lost business or profits
❌ Indirect or consequential damages
❌ Acts of God (natural disasters, etc.)

### Insurance Coverage

**Good News**: All bookings include insurance coverage up to **₦2,000,000**.

**Covered:**
- Property damage during service delivery
- Accidental injury to customer or third parties
- Loss or theft by verified artisans

**To File a Claim:**
1. Report incident within 48 hours
2. Provide photos and documentation
3. Submit police report (if applicable)
4. Wait for insurance review (5-10 business days)

**Not Covered:**
- Pre-existing damage
- Intentional misconduct by customer
- Wear and tear
- Damage not related to service

### Maximum Liability

**Our total liability to you is limited to:**
- The amount you paid for the specific booking, OR
- ₦50,000 (whichever is greater)

**This limitation applies to all claims**, including breach of contract, negligence, or other legal theories.

### Exceptions

These limitations DO NOT apply to:
- Fraud or willful misconduct by CraftRanked
- Death or personal injury caused by our negligence
- Violations of Nigerian consumer protection laws

---

## 11. Nigerian Law Compliance

### Regulatory Compliance

CraftRanked complies with all applicable Nigerian laws and regulations:

**✅ Nigerian Data Protection Regulation (NDPR)**
- We protect your personal data
- We obtain consent for data processing
- You have rights to access and delete your data

**✅ Companies and Allied Matters Act (CAMA)**
- CraftRanked is properly registered with CAC
- We maintain proper corporate governance

**✅ Electronic Transactions and Banking Regulations**
- We use licensed payment processors
- All transactions are properly recorded

**✅ Consumer Protection Council (CPC) Guidelines**
- We protect consumer rights
- Fair pricing and transparent terms
- Complaint handling mechanism

### Tax Obligations

**For Customers:**
- Prices include applicable taxes
- VAT may be added where required

**For Artisans:**
- You are responsible for your own taxes
- We may report earnings to FIRS (Federal Inland Revenue Service) as required
- Withholding tax may apply to large payments

**We are NOT tax advisors**. Please consult with a Nigerian tax professional.

### Anti-Money Laundering (AML)

To comply with Nigerian AML regulations:
- We verify user identities
- We monitor suspicious transactions
- We report suspicious activity to EFCC/NFIU as required
- Large transactions may require additional verification

---

## 12. Termination of Service

### You Can Leave Anytime

You may terminate your account at any time by:
1. Going to "Account Settings"
2. Clicking "Delete Account"
3. Confirming your decision

**What happens when you delete:**
- Your profile and content are removed
- Active bookings are cancelled (refunds apply)
- You lose access to your history
- Your data is deleted per NDPR (within 30 days)

**Note**: Some data may be retained for legal/compliance purposes.

### We May Terminate Your Account

CraftRanked may suspend or terminate your account if:

⚠️ You violate these Terms
⚠️ You engage in fraudulent activity
⚠️ You abuse other users
⚠️ Your account is inactive for 2+ years
⚠️ Required by law

**We will notify you** (unless legally prohibited) and give you a chance to respond.

### Effect of Termination

Upon termination:
- You lose access to the platform
- Outstanding payments are settled
- Active bookings are handled per our policies
- Your license to use CraftRanked ends
- Sections that should survive (liability, disputes) remain in effect

---

## 13. Changes to Terms

### We May Update These Terms

CraftRanked reserves the right to modify these Terms at any time.

**When we make changes:**
- We update the "Last Updated" date
- We notify you via email and/or in-app notification
- We post the new Terms on our website

**Material changes** (that significantly affect your rights) will be announced **30 days in advance**.

### Your Options

If you don't agree with the updated Terms:
- You may stop using CraftRanked
- You may close your account
- Continued use means you accept the changes

**Check these Terms regularly** to stay informed.

---

## 14. Contact Information

### Need Help?

**CraftRanked Technologies Limited**

📍 **Office Address**:
Craftranked Nigeria Limited
3rd Floor, AXA Mansard Place
927/928 Bishop Aboyade Cole Street
Victoria Island, Lagos, 106104
Nigeria

📧 **Email**:
General: info@craftranked.com
Support: support@craftranked.com
Legal: legal@craftranked.com

📞 **Phone**:
+234 (0) 803 456 7890
Available: Monday - Friday, 8am - 6pm WAT

💬 **Live Chat**:
Available on our website and app

🌐 **Website**:
www.craftranked.com

📱 **Social Media**:
Instagram: @craftranked
Twitter: @craftranked
Facebook: /craftranked

### Data Protection Officer

For privacy-related inquiries:

**Data Protection Officer**
📧 dpo@craftranked.com
📞 +234 (0) 803 456 7891

---

## Legal Notices

**Company Registration**:
CraftRanked Technologies Limited
RC Number: 1234567
Registered in Lagos, Nigeria

**Governing Law**:
These Terms are governed by the laws of the Federal Republic of Nigeria.

**Jurisdiction**:
Lagos State Courts have exclusive jurisdiction over any disputes.

**Language**:
These Terms are written in English. Translations may be provided for convenience, but the English version governs in case of conflict.

**Severability**:
If any provision is found invalid, the remaining provisions remain in effect.

**Entire Agreement**:
These Terms, along with our Privacy Policy and Service Agreement, constitute the entire agreement between you and CraftRanked.

---

## Acceptance

**By using CraftRanked, you acknowledge that:**
- You have read and understood these Terms
- You agree to be bound by these Terms
- You will comply with all applicable Nigerian laws
- You are at least 18 years old

**Thank you for using CraftRanked!** 🎉

We're committed to connecting skilled Nigerian artisans with customers who need their services. Together, we're building a more efficient and trustworthy marketplace.

---

**Questions?** Contact us at legal@craftranked.com

**Last Updated**: November 13, 2025
**Version**: 2.0