Terms of Service

• Customer — a user who requests or books a service through the Platform.
• Provider — an independent person or business who offers and performs services through the Platform.
• Service — home and personal services offered by Providers and requested by Customers.
• Booking — a confirmed arrangement between a Customer and a Provider for a Service.
• Escrow — the holding of a Customer’s payment by our payment partner until the Service is confirmed complete.

You must be at least 18 years old and able to enter into a binding contract to use Artilance. By using the Platform you confirm that you meet these requirements and that the information you provide is accurate and belongs to you.

At launch, Artilance operates in Lagos, Nigeria.

Artilance is a marketplace. We connect Customers with independent Providers. We provide the technology that lets you find each other, communicate, book, and pay through escrow.

We are not a party to the contract for the Service itself. When a Customer books a Provider, the agreement to perform and pay for that Service is directly between the Customer and the Provider. Artilance is not the employer, agent, partner, or joint venturer of any Provider, and Providers are independent contractors, not our staff.

We do not perform the Services, supervise how they are carried out, or control a Provider’s work. We are not responsible for the acts or omissions of any Customer or Provider.

To build trust, we verify Provider identities using the National Identification Number (NIN) and a face (liveness) check through a licensed verification partner. Verification confirms identity — it is not a guarantee of a Provider’s skill, quality, conduct, licensing, or the outcome of any Service.

• We do not guarantee, endorse, or warrant any Provider, Customer, or Service.
• We do not provide insurance of any kind for Services booked through the Platform.
• You are responsible for satisfying yourself that a Provider (or Customer) is suitable before proceeding.

You must keep your login details confidential and your account information accurate and up to date. You are responsible for activity that happens under your account. Tell us immediately at hello@artilance.com if you suspect unauthorised use.

Providers must complete identity verification before offering Services. We may refuse, suspend, or remove verification where an identity cannot be confirmed or where we suspect misuse.

Payments on Artilance are handled through our escrow and payment partner, Payscrow.

1. When a Booking is confirmed, the Customer pays the agreed amount, which is held in escrow by our payment partner.
2. The Provider performs the Service.
3. When the Customer is satisfied, the Customer releases the funds using the escrow confirmation code. Releasing the code confirms the Service is complete and instructs our partner to settle the funds.

You agree to transact and pay through the Platform for Services arranged through the Platform, and not to use the escrow or payment features for anything other than genuine Services.

• Customers pay a service fee of 2% of the Service amount, added at checkout on top of the price agreed with the Provider.
• Providers are charged a total of 5% on completed Services (a platform fee of 3.5% plus a payment-processing fee of 1.5%), which is deducted from the Provider’s payout.

There are no subscription fees — charges apply on a per-Service basis only. We will show applicable fees before you confirm. We may change our fees in future; changes will be reflected in the app and apply to Bookings made after the change.

When a Customer releases the escrow funds, we instruct our payment partner to release the Provider’s payout immediately. Our payment partner settles payouts on a next-business-day (T+1) basis, and funds sometimes arrive sooner. Actual timing depends on our payment partner and the receiving bank; Artilance does not control bank settlement times.

Providers are responsible for providing accurate bank-account details for payouts.

• Cancellations. In the current version of the Platform, a Booking can be cancelled before payment has been made. Once payment is held in escrow, cancellation is handled through the refund and dispute process below.
• Refunds. If a Service is not delivered, is abandoned, or is not as agreed, the Customer may raise a complaint with supporting evidence. Artilance reviews the evidence and decides whether a full or partial refund is warranted. Our payment partner then carries out the resulting settlement or refund.
• Refund decisions are made in good faith based on the information available to us.

If a Customer and Provider cannot resolve an issue between themselves, either party may raise a dispute through the Platform.

• Raising a dispute can freeze the escrowed funds through our payment partner while the matter is reviewed.
• Artilance reviews and decides disputes, and may request evidence from both parties. We may escalate a dispute to our payment partner’s resolution process where appropriate.
• A dispute may be resolved as a refund, a release to the Provider, or a split, and the corresponding Booking status will be updated accordingly.
• Our decision on a dispute is final as between the parties on the Platform, without affecting any legal rights you may have.

The Platform may include a feature that lets you flag an urgent problem during a Booking. This feature is not an emergency response service. It notifies the other party to the Booking and creates a record for our internal review — it does not contact the police, medical services, fire services, or any other emergency responder.

• You may submit reviews and ratings about a Service you have used. Reviews must be honest and based on genuine experience.
• Once submitted, reviews cannot be deleted by users. We do not routinely edit or moderate reviews, though we may remove content that breaches these Terms or the law.
• You keep ownership of the content you post, but you grant Artilance a non-exclusive, worldwide, royalty-free licence to host, display, and use that content to operate and promote the Platform.
• You are responsible for the content you post and must have the rights to it.

Arranging or completing a Service off the Platform is not prohibited, but if you choose to do so, you do so entirely at your own risk. Off-platform arrangements are not covered by our escrow, dispute, verification, or refund processes, and Artilance has no responsibility for them.

Note that soliciting other users to move a transaction off the Platform specifically to avoid our fees (“circumvention”) is a breach of these Terms and may result in suspension or removal (see section 15).

You must not:

• Provide false, misleading, or stolen information, or impersonate anyone or use another person’s identity or NIN.
• Commit or attempt fraud, including payment fraud, chargeback abuse, or misuse of the escrow or refund systems.
• Harass, threaten, abuse, discriminate against, or endanger the safety of any person.
• Offer or request anything illegal, or use the Platform for any unlawful purpose.
• Circumvent the Platform’s fees or payment system, or induce others to do so.
• Post false reviews or manipulate ratings.
• Upload harmful, obscene, infringing, or unlawful content.
• Interfere with, scrape, reverse-engineer, or attempt to compromise the security or operation of the Platform.
• Use the Platform if you are under 18.

We may suspend, restrict, or terminate your account, with or without notice, if we reasonably believe you have breached these Terms or the law, including for: fraud or attempted fraud; abusive, unsafe, or threatening behaviour; payment misconduct or chargeback abuse; attempts to circumvent our fees or payment system; providing false identity information; or any other conduct that harms the Platform, its users, or third parties.

You may delete your account in the app at any time — subject to first completing or resolving any active booking, pending payout, or open dispute. When you delete your account, we anonymise your personal data and retain certain records as described in our Privacy Policy. Some provisions — including fees owed, dispute outcomes, and the financial records we are required to keep — survive termination.

The Platform, including its software, design, and branding, belongs to Artilance and is protected by law. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose. You may not copy, modify, distribute, or create derivative works from the Platform except as permitted by law.

The Platform is provided “as is” and “as available”, without warranties of any kind, whether express or implied, to the fullest extent permitted by law. We do not warrant that the Platform will be uninterrupted, error-free, or secure, or that any Provider, Customer, or Service will meet your expectations.

To the fullest extent permitted by law:

• Artilance is not liable for the acts, omissions, conduct, quality, safety, legality, or outcome of any Service, Provider, or Customer, or for any dispute between users.
• Artilance is not liable for indirect, incidental, special, consequential, or punitive losses, or for loss of profit, income, data, or goodwill.
• Our total aggregate liability to you for any claim arising out of or relating to the Platform is limited to the greater of (a) the total fees you paid to Artilance in the six (6) months before the event giving rise to the claim, or (b) ₦20,000.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law, including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for your statutory rights under Nigerian data-protection and consumer-protection law.

You agree to indemnify and hold harmless Artilance and its officers, employees, and partners from any claim, loss, liability, or expense (including reasonable legal fees) arising out of your use of the Platform, your Services, your content, or your breach of these Terms or the law.

These Terms are governed by the laws of the Federal Republic of Nigeria, and you agree to the exclusive jurisdiction of the courts of Lagos State, Nigeria for any dispute arising out of or relating to these Terms or the Platform, without affecting any mandatory consumer rights you may have.

We may update these Terms from time to time. When we make material changes, we will update the “Last updated” date above and, where appropriate, notify you through the app or by email. Your continued use of the Platform after an update means you accept the revised Terms.