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Service Agreement

Last updated: November 13, 2025

CraftRanked Service Agreement

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

Table of Contents

  1. Service Agreement Overview
  2. Service Booking Terms
  3. Payment Terms
  4. Cancellation Policy
  5. Service Delivery
  6. Reviews & Ratings
  7. Insurance & Liability
  8. Referral Program
  9. Dispute Resolution
  10. Quality Standards
  11. Service Categories
  12. Contact & Support

1. Service Agreement Overview

1.1 Purpose of This Agreement

This Service Agreement governs the relationship between customers, artisans, and CraftRanked when services are booked through our platform.

This agreement covers:

  • How bookings work
  • Payment and fees
  • Cancellation policies
  • Service delivery expectations
  • Insurance coverage
  • Dispute resolution

This agreement supplements:

1.2 Parties to This Agreement

Three parties are involved in every booking:

  1. Customer ("You" or "Buyer")

    • Person booking the service
    • Pays for the service
    • Reviews the artisan

  2. Artisan ("Service Provider")

    • Independent contractor (not CraftRanked employee)
    • Delivers the service
    • Receives payment (minus platform fee)

  3. CraftRanked ("We" or "Platform")

    • Facilitates connection
    • Holds payment in escrow
    • Provides insurance and dispute resolution
    • NOT the service provider

Important: Artisans are independent contractors, not CraftRanked employees. CraftRanked is a marketplace platform, not a service company.

2. Service Booking Terms

2.1 How Bookings Work

Step-by-Step Booking Process:

1️⃣ Browse & Search

  • Customer searches for services
  • Filters by category, location, price, rating
  • Views artisan profiles and portfolios

2️⃣ Request Booking

  • Customer selects an artisan
  • Provides service details:
    • Description of work needed
    • Preferred date and time
    • Service location (address)
    • Photos (if applicable)
    • Budget or price agreement

3️⃣ Artisan Review

  • Artisan receives notification
  • Has 24 hours to respond
  • Can: Accept, Decline, or Propose Changes

4️⃣ Price Agreement

  • If artisan proposes different price/terms
  • Customer can: Accept, Decline, or Counter-offer
  • Both parties must agree before proceeding

5️⃣ Payment

  • Once artisan accepts, customer must pay within 24 hours
  • Payment held in secure escrow by CraftRanked
  • Artisan is notified of payment confirmation

6️⃣ Service Delivery

  • Artisan delivers service on agreed date
  • Customer can message artisan for updates
  • Both parties can track booking status

7️⃣ Completion & Payment Release

  • Customer confirms service completion
  • OR automatically confirmed after 48 hours (if no issues reported)
  • Payment released to artisan (minus 15% platform fee)

2.2 Booking Confirmation

Booking is confirmed when:

  • ✅ Artisan accepts the booking
  • ✅ Customer makes payment
  • ✅ Both parties agree on price and terms

Until payment is made:

  • Booking is NOT confirmed
  • Artisan can cancel without penalty
  • Dates are not guaranteed

2.3 Pricing Transparency

All prices must include:

  • Labor costs
  • Materials (or specify separately)
  • Transportation (if applicable)
  • Any additional fees

❌ Hidden fees are NOT allowed.

Price Changes:

  • Artisan can propose price changes BEFORE accepting booking
  • Once booking is confirmed, price CANNOT change (except for additional work)
  • Additional work requires new agreement and payment

2.4 Service Descriptions

Artisans must provide:

  • Clear, accurate service descriptions
  • Realistic timelines
  • Required materials (what they provide vs. what you provide)
  • Any prerequisites or requirements

Customers must provide:

  • Clear description of work needed
  • Accurate photos (if relevant)
  • Access details (gates, security, etc.)
  • Any special requirements or constraints

Misleading descriptions violate our terms and may result in account suspension.

3. Payment Terms

3.1 Platform Fee Structure

CraftRanked charges a 15% platform fee on all bookings.

Fee Breakdown:

📊 Example: ₦100,000 Booking

Total Booking Amount:        ₦100,000  (100%)
├─ Artisan Receives:         ₦85,000   (85%)
├─ Platform Fee (4%):        ₦4,000    (Operations)
└─ Commission Pool (11%):    ₦11,000   (Marketing/Referrals)
    ├─ Referrer Commission:  ₦0-₦3,300 (If booking has referrer)
    └─ CraftRanked:          ₦7,700-₦11,000 (Remainder)

What the 15% fee covers:

✅ Payment Processing & Escrow

  • Secure payment gateway (Flutterwave/Paystack)
  • Escrow service (holds payment until completion)
  • PCI-compliant security

✅ Insurance Coverage

  • Up to ₦2,000,000 per booking
  • Property damage coverage
  • Liability insurance

✅ Platform Services

  • Artisan verification (NIN, BVN, documents)
  • Customer support (phone, chat, email)
  • Dispute resolution services
  • Secure messaging system

✅ Infrastructure & Maintenance

  • Platform hosting and security
  • Regular updates and improvements
  • 24/7 uptime monitoring

3.2 Accepted Payment Methods

🇳🇬 Nigerian Payment Methods:

💳 Debit/Credit Cards:

  • Visa
  • Mastercard
  • Verve

🏦 Bank Transfer:

  • All Nigerian banks
  • Instant bank transfer
  • Account number provided at checkout

💰 USSD:

  • Bank USSD codes
  • Works on all phones (no internet needed)

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

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

3.3 Escrow System

How Escrow Protects You:

For Customers:

  • ✅ Money held safely until service is completed
  • ✅ Full refund if artisan doesn't show up
  • ✅ Dispute resolution if service is unsatisfactory
  • ✅ No direct payment to artisans (prevents scams)

For Artisans:

  • ✅ Payment guaranteed once customer confirms
  • ✅ No chasing customers for payment
  • ✅ Protected from fraudulent chargebacks
  • ✅ Automatic payment release (if customer doesn't respond)

Payment Release Timeline:

| Scenario | Timeline | |----------|----------| | Customer confirms completion | Immediate (within 1 hour) | | Customer doesn't respond | 48 hours (automatic release) | | Dispute opened | Held until resolved (2-7 days) |

3.4 Artisan Payout

When Artisans Get Paid:

💸 After Payment Release:

  • Funds processed within 24-48 hours
  • Transferred to verified bank account
  • SMS and email confirmation sent

📊 Payout Breakdown:

Customer Paid:          ₦100,000
Platform Fee (15%):     -₦15,000
Artisan Receives:       ₦85,000

Payout Requirements:

  • ✅ Verified bank account
  • ✅ BVN verification completed
  • ✅ Service marked as complete
  • ✅ No active disputes

Payout Delays:

  • ⏳ First payment: May take 3-5 days (verification)
  • ⏳ Large payments (₦500k+): Additional verification (1-2 days)

3.5 Taxes & Fees

For Customers:

  • Prices shown include all fees
  • VAT may be added (where applicable)
  • No hidden charges

For Artisans:

  • You're responsible for your own taxes
  • We may report earnings to FIRS (if required by law)
  • Withholding tax may apply to large payments
  • Consult a Nigerian tax professional

CraftRanked is NOT a tax advisor.

3.6 Refund Processing

Refund Timeline:

| Payment Method | Refund Processing Time | |----------------|------------------------| | Card payment | 3-5 business days | | Bank transfer | 1-3 business days | | USSD | 3-5 business days |

Refunds are issued to the original payment method.

4. Cancellation Policy

4.1 Customer Cancellations

Before Artisan Accepts:

  • ✅ Free cancellation (100% refund)
  • ✅ No penalty
  • ⚡ Instant refund processing

After Artisan Accepts (Before Service Date):

| Timing | Refund Amount | Artisan Compensation | |--------|--------------|---------------------| | More than 24 hours before | 100% refund | ₦0 (no penalty) | | 12-24 hours before | 50% refund | 50% (compensation) | | Less than 12 hours before | 25% refund | 75% (compensation) | | No-show | 0% refund | 100% (full payment) |

Why? Late cancellations prevent artisans from taking other jobs.

4.2 Artisan Cancellations

If Artisan Cancels After Accepting:

For Customer:

  • ✅ Full refund (100%)
  • ✅ ₦5,000 credit (apology compensation)
  • ✅ Priority rebooking assistance

For Artisan:

  • ⚠️ Strike on account (3 strikes = suspension)
  • ⚠️ Rating impact (affects future bookings)
  • ⚠️ ₦5,000 penalty (deducted from future earnings)

Emergency Cancellations: If artisan has genuine emergency (illness, accident, family emergency):

  • Provide proof (medical certificate, police report, etc.)
  • Penalty may be waived
  • Customer still gets full refund + credit

4.3 No-Show Policy

If Customer Doesn't Show Up:

  • Artisan waits 30 minutes
  • Artisan reports no-show
  • Artisan receives full payment
  • Customer gets strike on account

If Artisan Doesn't Show Up:

  • Customer waits 30 minutes
  • Customer reports no-show
  • Customer receives full refund + ₦5,000 credit
  • Artisan gets strike on account

3 no-shows = Account suspension

4.4 Weather & Force Majeure

Severe Weather or Natural Disasters:

  • Either party can request rescheduling (free)
  • If customer cancels: 100% refund
  • If artisan cancels: 100% refund (no penalty)
  • Must be verified severe weather (e.g., flooding, storm)

Examples:

  • ✅ Heavy flooding preventing travel
  • ✅ Government-declared emergency
  • ✅ Power outage affecting service
  • ❌ Light rain or normal weather

4.5 How to Cancel

Via Mobile App or Website:

  1. Go to "My Bookings"
  2. Select the booking
  3. Click "Cancel Booking"
  4. Select reason
  5. Confirm cancellation
  6. Receive refund confirmation

Via Phone:

  • Call: +234 (0) 803 456 7890
  • Provide booking ID
  • Explain reason
  • Cancellation processed within 1 hour

Via Email:

  • Email: support@craftranked.com
  • Include booking ID and reason
  • Response within 2 hours

5. Service Delivery

5.1 Artisan Obligations

Professional Standards:

✅ Arrive on Time

  • Be punctual for scheduled time
  • Notify customer of delays (30+ minutes)
  • Reschedule if running very late

✅ Bring Necessary Tools

  • Arrive with all required equipment
  • Have backup tools (where reasonable)
  • Notify customer in advance if customer must provide materials

✅ Deliver Quality Service

  • Complete work as described
  • Use appropriate techniques and materials
  • Follow industry best practices
  • Clean up work area after completion

✅ Professional Conduct

  • Dress appropriately
  • Be respectful and courteous
  • Respect customer's property
  • Maintain confidentiality

✅ Clear Communication

  • Update customer on progress
  • Explain any issues or delays
  • Get approval for additional work
  • Provide completion confirmation

❌ Prohibited Behaviors:

  • Using customer's utilities without permission (electricity, water)
  • Damaging property
  • Bringing unauthorized people
  • Asking for tips or extra payment outside platform
  • Harassing or inappropriate behavior

5.2 Customer Obligations

Your Responsibilities:

✅ Be Available

  • Be present (or have representative) at scheduled time
  • Provide access to property
  • Respond to artisan's calls/messages

✅ Provide Accurate Information

  • Describe work accurately
  • Show artisan the area/items
  • Disclose any relevant issues (e.g., water leak severity)

✅ Prepare the Work Area

  • Clear the work space (if needed)
  • Secure pets
  • Move fragile items
  • Provide access (unlock gates, notify security)

✅ Respect the Artisan

  • Treat artisan professionally
  • Don't micromanage (let them work)
  • Provide reasonable work conditions

✅ Confirm Completion

  • Inspect work upon completion
  • Report any issues immediately
  • Confirm completion if satisfied

❌ Unacceptable Behaviors:

  • Harassment or disrespectful behavior
  • Refusing to pay for completed work
  • Making false claims
  • Attempting to negotiate price down after completion

5.3 Service Standards

What Customers Can Expect:

🎯 Quality Work:

  • Work completed as described
  • Industry-standard techniques
  • Appropriate materials used
  • Clean, professional finish

⏰ Timeliness:

  • Service starts on time (or customer notified)
  • Completed within estimated timeframe
  • Major delays communicated

🧹 Cleanliness:

  • Work area cleaned up
  • Debris removed (unless agreed otherwise)
  • Tools and materials packed properly

What Artisans Can Expect:

🏠 Safe Work Environment:

  • Access to necessary utilities (with permission)
  • Safe, hazard-free work area
  • Clear instructions and access

💬 Clear Communication:

  • Responsive customer
  • Accurate job description
  • Timely feedback

💰 Fair Payment:

  • Payment as agreed
  • No price negotiation after completion
  • Timely payment release

5.4 Additional Work

If Additional Work is Needed:

  1. Artisan Discovers Additional Issues

    • Artisan must explain issue to customer
    • Provide estimate for additional work
    • Get customer's approval BEFORE proceeding

  2. Customer Requests Extra Work

    • Artisan provides quote
    • Customer creates new booking (or pays extra)
    • Work must be agreed in writing (via platform messages)

  3. Payment for Additional Work

    • Customer pays through platform (separate booking)
    • OR agrees to pay at completion (with written agreement)
    • Artisan should NOT proceed without payment agreement

❌ DO NOT proceed with additional work without agreement!

5.5 Work Completion

How to Confirm Completion:

For Customers:

  1. Inspect the work
  2. Test functionality (if applicable)
  3. Ask questions if unsure
  4. Click "Confirm Completion" if satisfied
  5. Leave a review

For Artisans:

  1. Show customer the completed work
  2. Explain what was done
  3. Answer any questions
  4. Get customer's sign-off
  5. Mark job as complete

If Issues:

  • Report immediately via platform
  • Provide photos/videos
  • Request artisan to fix (if minor)
  • Open dispute (if major)

Auto-Completion: If customer doesn't respond within 48 hours, booking is automatically marked complete and payment released.

6. Reviews & Ratings

6.1 Review System

Why Reviews Matter:

  • Help other customers choose artisans
  • Help artisans build reputation
  • Improve overall service quality
  • Hold everyone accountable

Who Can Leave Reviews:

  • ✅ Customers can review artisans (after service completion)
  • ✅ Artisans can review customers (after payment release)

6.2 Rating Criteria

5-Star Rating System:

⭐⭐⭐⭐⭐ 5 Stars - Excellent

  • Exceeded expectations
  • Perfect quality and professionalism
  • Would definitely rebook

⭐⭐⭐⭐ 4 Stars - Good

  • Met expectations
  • Quality work
  • Minor areas for improvement

⭐⭐⭐ 3 Stars - Average

  • Work completed but with issues
  • Below expectations
  • Needs significant improvement

⭐⭐ 2 Stars - Poor

  • Did not meet expectations
  • Quality issues
  • Would not recommend

⭐ 1 Star - Very Poor

  • Unacceptable service
  • Major problems
  • Report to CraftRanked

Rating Categories (For Artisans):

  • Quality of Work (1-5 stars)
  • Professionalism (1-5 stars)
  • Timeliness (1-5 stars)
  • Communication (1-5 stars)
  • Overall Rating (average of above)

Rating Categories (For Customers):

  • Communication (1-5 stars)
  • Respectfulness (1-5 stars)
  • Payment (1-5 stars)
  • Overall Rating (average of above)

6.3 Review Content Guidelines

✅ Acceptable Reviews:

  • Honest, factual descriptions
  • Specific details about the experience
  • Constructive criticism
  • Photos of completed work (optional)

❌ Prohibited Content:

  • Offensive language or personal attacks
  • Discriminatory comments (race, gender, religion, etc.)
  • False or misleading information
  • Irrelevant content
  • Spam or promotional content
  • Revealing personal information (phone numbers, addresses)
  • Threats or harassment

Consequences for Violating Guidelines:

  • Review removed
  • Warning issued
  • Account suspension (for repeated violations)

6.4 Fake Reviews

Zero Tolerance for Fake Reviews:

❌ Prohibited:

  • Creating fake accounts to leave reviews
  • Paying for positive reviews
  • Asking friends/family to leave fake reviews
  • Leaving reviews for services not received
  • Retaliatory negative reviews

If We Detect Fake Reviews:

  • Reviews removed immediately
  • Account suspended or banned
  • Legal action for serious cases

How to Report Fake Reviews:

  • Click "Report" on the review
  • Select reason (fake review)
  • Provide evidence (if available)
  • We investigate within 48 hours

6.5 Responding to Reviews

Artisans Can Respond to Reviews:

  • Thank customers for positive reviews
  • Address concerns in negative reviews
  • Explain your side (professionally)
  • Offer to make things right

Tips for Responding:

  • ✅ Be professional and respectful
  • ✅ Acknowledge the customer's concerns
  • ✅ Explain what happened (if relevant)
  • ✅ Offer a solution
  • ❌ Don't be defensive or argumentative
  • ❌ Don't reveal personal information

Reviews Cannot Be Deleted (except for violations): Once published, reviews stay on your profile. This ensures transparency and authenticity.

7. Insurance & Liability

7.1 Insurance Coverage

All bookings include insurance up to ₦2,000,000.

What's Covered:

🏠 Property Damage:

  • Damage to customer's property during service
  • Accidental breakage or destruction
  • Water damage, fire damage, etc. (if caused by artisan)

Examples:

  • ✅ Plumber breaks a pipe
  • ✅ Electrician damages wall while installing
  • ✅ Painter spills paint on furniture
  • ✅ Cleaner breaks a valuable item

🤕 Personal Injury:

  • Injury to customer or third parties
  • Medical expenses
  • Related damages

Examples:

  • ✅ Customer injured by falling tool
  • ✅ Visitor trips over artisan's equipment
  • ✅ Electrical shock from faulty installation

🔒 Theft or Loss:

  • Theft of customer's property by verified artisan
  • Loss of valuable items during service

⚠️ Important: Artisan must be verified and booking must be through CraftRanked platform.

7.2 What's NOT Covered

❌ Exclusions:

  • Pre-existing damage (damage that existed before service)
  • Normal wear and tear
  • Customer's negligence or fault
  • Damage not related to the service
  • Intentional damage by customer
  • Loss due to customer's failure to secure property
  • Acts of God (natural disasters, etc.)
  • Damage outside service scope

Examples NOT Covered:

  • ❌ Customer claims plumber broke pipe that was already leaking
  • ❌ Customer's phone stolen (not related to service)
  • ❌ House flooded due to natural disaster during service
  • ❌ Artisan trips over customer's cluttered items

7.3 Filing an Insurance Claim

How to File a Claim:

Step 1: Report Incident (Within 48 Hours)

  1. Go to "My Bookings"
  2. Select the booking
  3. Click "Report Issue" > "File Insurance Claim"
  4. Describe what happened
  5. Upload photos/videos of damage

Step 2: Provide Documentation

  • Photos of damage (before and after if possible)
  • Police report (for theft or major incidents)
  • Medical records (for injury claims)
  • Repair estimates (from licensed professionals)
  • Purchase receipts (for stolen/damaged items)

Step 3: Investigation (5-10 Business Days)

  • Insurance team reviews claim
  • May contact you and artisan for details
  • May request additional documentation
  • May send assessor to inspect damage

Step 4: Resolution

  • Approved: Payment issued within 5-7 business days
  • Partially Approved: Partial payment (explanation provided)
  • Denied: Reason provided, with appeal option

Claim Timeline:

  • Simple claims: 5-7 days
  • Complex claims: 10-14 days
  • Claims requiring police investigation: 14-30 days

7.4 Claim Limits

Per Booking Limit: ₦2,000,000 Annual Limit (Per Customer): ₦5,000,000 Annual Limit (Per Artisan): ₦10,000,000

Repeated Claims:

  • Frequent claims may trigger investigation
  • Suspected fraud reported to authorities
  • Account may be suspended

7.5 Artisan Liability

Artisans Are Liable For:

  • Damage they cause during service
  • Poor quality work requiring re-do
  • Missing deadlines (with penalty)
  • Policy violations

Artisans Are NOT Liable For:

  • Pre-existing conditions
  • Customer's unreasonable expectations
  • Damage outside their control
  • Issues after warranty period (if specified)

Gross Negligence: If artisan is found grossly negligent or intentionally caused damage:

  • Insurance covers customer's loss
  • CraftRanked pursues artisan for reimbursement
  • Artisan account permanently banned
  • Legal action may be taken

7.6 Customer Responsibilities

To Maintain Coverage, Customers Must:

  • ✅ Book through CraftRanked platform (off-platform bookings not covered)
  • ✅ Use verified artisans only
  • ✅ Report incidents within 48 hours
  • ✅ Provide accurate information
  • ✅ Cooperate with investigation
  • ✅ Not make fraudulent claims

Fraudulent Claims:

  • Claim denied
  • Account permanently banned
  • Reported to law enforcement
  • Legal action for damages

8. Referral Program

8.1 How the Referral Program Works

Earn Commission by Referring Friends!

For Customers & Artisans:

  1. Get your unique referral code
  2. Share with friends, family, colleagues
  3. They sign up using your code
  4. They book services (or provide services if artisan)
  5. You earn commission on their bookings (for 12 months)

8.2 Referral Commission Structure

15% Platform Fee Breakdown:

  • 4% Platform Operations
  • 11% Commission Pool (shared with referrers)

Your Commission = % of the 11% Pool (Based on Tier):

| Tier | Active Referrals | Commission Share | Effective Rate | Example (₦100k Booking) | |------|------------------|------------------|----------------|------------------------| | 🥉 Bronze | 1-2 | 10% | 1.1% | ₦1,100 | | 🥈 Silver | 3-9 | 15% | 1.65% | ₦1,650 | | 🥇 Gold | 10-19 | 20% | 2.2% | ₦2,200 | | 💎 Platinum | 20+ | 30% | 3.3% | ₦3,300 |

"Active Referrals" = Users who completed at least 1 booking in the last 90 days.

8.3 Referral Terms

Validity:

  • Referral links valid for 12 months from signup
  • Auto-renews if referral stays active
  • Platinum tier: Automatic renewal

Earnings:

  • Commission on every booking your referral makes
  • For artisans: Commission on every service they provide
  • Paid weekly (minimum ₦2,000 threshold)

Payout:

  • Transferred to your bank account
  • Paid every Friday at 12pm WAT
  • First-time: ₦2,000 minimum
  • Ongoing: ₦5,000 minimum

Taxation: You're responsible for reporting referral income to FIRS (if applicable).

8.4 Referral Restrictions

❌ Prohibited Activities:

Creating Fake Accounts:

  • Creating multiple accounts to refer yourself
  • Using bots or automated systems
  • Registering family members who won't use the platform

Incentivizing Fake Bookings:

  • Paying people to sign up and create fake bookings
  • Arranging sham transactions
  • Booking services with no intention of receiving them

Spamming:

  • Mass texting/calling without consent
  • Posting spam on social media
  • Email spam

Misleading Claims:

  • False advertising about CraftRanked
  • Promising unrealistic earnings
  • Impersonating CraftRanked staff

Self-Referral:

  • Referring your own second account
  • Having family member refer you (if you live together)

Consequences:

  • ⚠️ First offense: Warning + earnings forfeiture
  • ⚠️ Second offense: 30-day suspension
  • ⚠️ Third offense: Permanent ban + legal action

8.5 Referral Disputes

If You Believe Your Referral Wasn't Credited:

  1. Email referrals@craftranked.com
  2. Provide referral code and friend's email
  3. We investigate within 48 hours
  4. Credits added if error confirmed

If You Disagree with Tier Calculation:

  1. Email referrals@craftranked.com
  2. Request account review
  3. We provide breakdown of active referrals
  4. Corrections made if needed

9. Dispute Resolution

9.1 When to Open a Dispute

Common Reasons:

Quality Issues:

  • Service not completed as described
  • Poor quality work
  • Incomplete work
  • Wrong service provided

Payment Issues:

  • Artisan requesting extra payment (not agreed)
  • Customer refusing to release payment
  • Disputed additional charges

Professionalism Issues:

  • Artisan didn't show up
  • Customer not available
  • Disrespectful behavior
  • Safety concerns

Damage Issues:

  • Property damage during service
  • Lost or stolen items
  • Injury during service

9.2 Resolution Process

Step 1: Try to Resolve Directly (Encouraged)

  • Message each other through the platform
  • Explain the issue
  • Propose a solution
  • Agree on resolution

If you can agree, great! No need to escalate.

Step 2: Open Dispute (Within 7 Days of Service)

  1. Go to "My Bookings"
  2. Select the booking
  3. Click "Open Dispute"
  4. Select reason
  5. Describe issue in detail
  6. Upload evidence (photos, videos, messages)

Step 3: Other Party Responds (48 Hours)

  • Artisan/Customer sees your dispute
  • They provide their side
  • Upload their evidence
  • Propose resolution

Step 4: CraftRanked Mediation (2-5 Days) Our dispute team:

  • Reviews all evidence
  • May contact both parties
  • May request additional info
  • Proposes fair resolution

Step 5: Resolution Options

For Customers:

  • ✅ Full refund
  • ✅ Partial refund (if work partially completed)
  • ✅ Artisan returns to fix/redo work
  • ✅ Insurance claim (if property damage)
  • ✅ Credit for future booking

For Artisans:

  • ✅ Full payment released
  • ✅ Partial payment (if work partially completed)
  • ✅ No penalty (if customer at fault)
  • ✅ Compensation for customer's breach

Step 6: Appeal (If Unhappy with Decision)

  • Submit appeal within 7 days
  • Senior team reviews
  • Final decision within 5 days
  • Decision is binding

9.3 Evidence Requirements

Helpful Evidence:

Photos/Videos:

  • Before and after photos
  • Photos of damage or poor work
  • Videos showing issues
  • Timestamped if possible

Messages:

  • Screenshots of platform messages
  • Text messages (if off-platform communication occurred)
  • Email correspondence

Documents:

  • Original booking details
  • Payment receipts
  • Repair estimates (for damage claims)
  • Medical records (for injury)
  • Police reports (for theft)

Witnesses:

  • Contact info for witnesses
  • Witness statements
  • Third-party verification

More evidence = faster resolution.

9.4 Dispute Outcomes

Possible Resolutions:

| Outcome | Customer | Artisan | Platform | |---------|----------|---------|----------| | Customer fully right | 100% refund + credit | ₦0 + strike | - | | Mostly customer's favor | 75% refund | 25% payment | - | | Split fault | 50% refund | 50% payment | Both warned | | Mostly artisan's favor | 25% refund | 75% payment | - | | Artisan fully right | ₦0 | 100% payment + bonus | Customer warned | | Insurance claim | Full refund | Partial payment | Insurance covers |

Both parties must accept our decision.

9.5 Legal Escalation

If You Disagree with Our Resolution:

Option 1: Arbitration (Recommended)

  • Request arbitration (email: legal@craftranked.com)
  • Independent arbitrator reviews case
  • Conducted in Lagos, Nigeria
  • Costs shared 50/50
  • Arbitrator's decision is final and binding
  • Faster and cheaper than court

Option 2: Court (Last Resort)

  • File lawsuit in Lagos State Courts
  • Nigerian law applies
  • Can be lengthy and expensive
  • CraftRanked will defend our decision

We strongly encourage using our dispute resolution process first. It's faster, free, and fair.

10. Quality Standards

10.1 Artisan Verification

Before Artisans Can Accept Bookings:

✅ Identity Verification:

  • National Identity Number (NIN) verified with NIMC
  • BVN verified with Nigerian banks
  • Phone number verified (OTP)
  • Email verified

✅ Professional Verification:

  • Relevant certificates (if applicable)
  • Portfolio review
  • Skills assessment (for some categories)
  • Background check (criminal record)

✅ Financial Verification:

  • Bank account verified
  • Able to receive payments

Verification Badge: Verified artisans have a ✅ badge on their profile.

Only book with verified artisans for insurance coverage and protection.

10.2 Ongoing Quality Monitoring

We Monitor Artisans for:

  • Customer ratings and reviews
  • Completion rate (should be 95%+)
  • Response time (should respond within 24 hours)
  • Cancellation rate (should be below 5%)
  • Dispute rate (should be minimal)

Consequences of Poor Performance:

  • ⚠️ Low ratings: Profile visibility reduced
  • ⚠️ High cancellations: Temporary suspension
  • ⚠️ Repeated complaints: Account review
  • ⚠️ Serious violations: Permanent ban

10.3 Customer Quality Standards

We Also Monitor Customers:

  • Payment reliability
  • Communication responsiveness
  • No-show rate
  • Dispute frequency
  • Review authenticity

Problematic Customers:

  • May have booking limits
  • May be restricted from certain artisans
  • May be suspended (for abuse or fraud)

11. Service Categories

11.1 Available Services

CraftRanked offers services in these categories:

🏠 Home Services:

  • Plumbing
  • Electrical work
  • Carpentry
  • Painting
  • Cleaning (home & office)
  • AC installation & repair
  • Generator repair
  • Furniture assembly

🎉 Event Services:

  • Catering
  • Photography & videography
  • Event decoration
  • MC/Compere services
  • DJ services
  • Entertainment
  • Event planning

🎨 Creative Services:

  • Graphic design
  • Fashion design
  • Tailoring
  • Makeup artistry
  • Hairstyling
  • Photography (portraits, products)
  • Videography

🔧 Technical Services:

  • Phone/laptop repair
  • CCTV installation
  • Networking & IT support
  • Satellite/decoder installation
  • Home theater setup

🚗 Automotive Services:

  • Car wash & detailing
  • Mobile mechanic
  • Car AC repair
  • Upholstery

More categories coming soon!

11.2 Service-Specific Terms

Some service categories have additional requirements:

High-Value Services (₦500,000+):

  • Extra identity verification
  • Additional insurance documentation
  • Milestone-based payments

📋 Coming Soon: Milestone-based payments are currently in development and will be available in Q1 2026. Currently, all high-value bookings use full upfront payment held securely in escrow until service completion.

Multi-Day Services:

  • Daily progress updates required
  • Interim inspections
  • Partial payment releases

📋 Coming Soon: Partial payment releases for multi-day services are currently in development and will be available in Q1 2026. Currently, all bookings use full payment held securely in escrow until final service completion and approval.

Emergency Services:

  • Premium pricing may apply
  • Faster response time
  • 24/7 availability

12. Contact & Support

12.1 Customer Support

Need Help?

📞 Phone: +234 (0) 803 456 7890 Monday - Friday: 8am - 6pm WAT Saturday: 9am - 3pm WAT

📧 Email:

  • General: support@craftranked.com
  • Disputes: disputes@craftranked.com
  • Referrals: referrals@craftranked.com
  • Insurance: claims@craftranked.com

💬 Live Chat: Available on website and mobile app Monday - Friday: 8am - 6pm WAT

Response Time:

  • Phone: Immediate
  • Live Chat: Within 5 minutes
  • Email: Within 2 hours (business hours)

12.2 Office Location

Craftranked Nigeria Limited

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

🕐 Office Hours: Monday - Friday: 9am - 5pm WAT

(Walk-ins welcome, but please call ahead)

12.3 Emergency Contact

For Urgent Safety Issues:

🚨 24/7 Emergency Line: +234 (0) 803 456 7899

What Qualifies as Emergency:

  • Artisan threatening customer or vice versa
  • Active property damage situation
  • Injury during service
  • Safety hazard discovered

For Non-Emergencies: Use regular support channels above.

Legal Notices

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

Governing Law: This Service Agreement is governed by Nigerian law.

Jurisdiction: Lagos State Courts have exclusive jurisdiction.

Compliance:

  • Nigerian Data Protection Regulation (NDPR)
  • Companies and Allied Matters Act (CAMA)
  • Consumer Protection Council (CPC) Guidelines
  • Electronic Transactions Regulations

Arbitration: Disputes to be arbitrated in Lagos under Nigerian Arbitration and Conciliation Act.

Language: English is the official language of this agreement.

Entire Agreement: This Service Agreement, along with our Terms of Service and Privacy Policy, constitutes the entire agreement between parties.

Acceptance & Agreement

By booking a service on CraftRanked, you agree to:

  • These Service Agreement terms
  • Our Terms of Service
  • Our Privacy Policy
  • All applicable Nigerian laws

By accepting a booking as an artisan, you agree to:

  • Deliver services professionally
  • Comply with all platform policies
  • Maintain quality standards
  • Act as an independent contractor

Questions? Email: legal@craftranked.com

Thank you for using CraftRanked! 🎉

We're committed to creating a safe, transparent, and efficient marketplace for Nigerian artisans and customers.

Let's build Nigeria's most trusted artisan marketplace together! 🇳🇬

Last Updated: November 13, 2025 Version: 2.0 Document: Service Agreement

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