Marketplace Policy

1.Introduction

Artivio is a digital marketplace operated by Artivio Limited that connects skilled artisans and independent service providers with customers who need their services. The Platform facilitates the discovery, hiring, communication, and secure payment for a wide range of skilled services including home repair, beauty and personal care, fashion and tailoring, automotive services, and creative arts.

Artivio is built on the belief that skilled tradespeople deserve a professional platform that takes their work seriously, and that customers deserve reliable access to quality services with proper protections in place. Every feature of the Platform — from onboarding to payments to dispute resolution — is designed with both the artisan and the customer in mind.

2.Platform Overview and Artisan Profiles

Artivio operates as a neutral intermediary marketplace. It is not itself a party to any service agreement between an artisan and a customer, and does not perform, direct, supervise, or guarantee any services listed on the Platform.

2.2 Artisan Profile Structure

Each artisan has access to two distinct profile views:

2.3 Artisan Onboarding

All artisans go through a structured onboarding process before their profile is created. Required steps must be completed before the profile is live; optional steps can be completed later from the Personal Dashboard.

3.Know Your Customer (KYC) and Identity Verification

KYC is a mandatory requirement for all users who wish to operate as artisans on the Platform. An artisan who has not completed and passed KYC will not appear in customer search results, will not be able to receive job requests, and will not be eligible to receive any payments. This requirement cannot be waived or bypassed under any circumstances.

3.2 Information Collected During KYC

• A valid government-issued identity document — Artivio accepts either a National Identity Number (NIN) card or a current Driver's Licence. The document must be current, clearly legible, and show the artisan's full name, date of birth, and photograph
• A selfie photograph of the artisan, compared against the identity document to confirm they belong to the same individual
• Portfolio materials or work samples demonstrating expertise in the listed services

4.Marketplace Policy

The Artivio marketplace functions on the basis of mutual respect, honesty, and good faith. All users are expected to conduct themselves professionally and honestly in every interaction — in how they represent themselves, communicate with others, conduct transactions, and raise or respond to disputes.

4.2 Artisan Responsibilities

• Maintain accurate, honest, and up-to-date profile information at all times, including services offered, price range, and availability
• Deliver services that match the scope, quality, and description agreed with the customer at the time of booking
• Communicate promptly and professionally with customers through the Platform's in-app messaging system
• Hold all skills, certifications, and licences required by Nigerian law to lawfully perform the services listed
• Not mark a job as completed until the agreed service has been fully delivered

4.3 Artisan Cancellation Policy

Where an artisan cancels a confirmed job booking after the customer has made payment, the customer is automatically entitled to a full refund including the platform commission. The artisan will receive no payment for a cancelled job, and the cancellation will be reflected in the artisan's profile activity.

4.4 Artisan Performance Standards

Artisans are expected to maintain a minimum customer satisfaction rating as determined by Artivio from time to time. Where a rating falls below the applicable threshold, Artivio will issue a formal performance notification. Continued poor performance may result in reduced search visibility, temporary suspension, or permanent removal from the Platform.

4.5 Customer Responsibilities

• Provide accurate and complete job details when placing a booking; communicate changes to scope promptly and in good faith
• Make payment through the Platform's approved channels before work begins
• Confirm satisfactory completion promptly and without unreasonable delay once a service has been delivered
• Leave honest, fair, and factual reviews based on genuine experience of the service received

5.Acceptable Use Policy

The Acceptable Use Policy covers permitted uses of the Platform, account security requirements, prohibited services and listings, prohibited conduct, prohibited technical uses, and reviews integrity. It applies to every user of the Platform without exception.

6.Payment, Escrow, and Fund Management

Artivio operates a fully escrow-based payment model. Every customer payment is received by Artivio and held securely for the duration of the job. Funds remain inaccessible to the artisan until the conditions for release are satisfied.

6.2 Payment Process

6.3 Automatic Fund Release

If a customer does not confirm delivery or raise a formal dispute within three (3) days of the artisan marking the job as completed, funds are automatically released to the artisan's Wallet. This protects artisans from having earned payment held indefinitely while giving customers a reasonable window to assess work and raise concerns.

6.4 Platform Commission

Artivio charges a commission of eight percent (8%) of the total transaction value on every successfully completed and settled job. The commission is deducted automatically at the point of payment release. There are no subscription fees, listing fees, or other recurring charges. Commission is only charged on transactions that are successfully completed and settled.

6.5 Prohibited Payment Methods

All transactions must be conducted exclusively through the Platform's approved payment channels. Cash payments and cryptocurrency transactions are not accepted or facilitated under any circumstances. Users who transact outside the Platform do so entirely at their own risk and will not be eligible for any dispute resolution, refund, or escrow protections.

6.6 Failed and Incomplete Transactions

Where a payment fails, the job booking will not be confirmed and the artisan has no obligation to commence work. Where a technical error results in a customer being charged more than once, Artivio will investigate and process a refund of any duplicate charge within five (5) to ten (10) business days upon receiving a written report.

6.7 Chargebacks

Where a customer initiates a chargeback, Artivio will immediately suspend disbursement of any related funds pending the outcome of the investigation and will provide the customer's bank with all relevant transaction documentation. Customers who initiate chargebacks in bad faith or repeatedly use chargebacks as a substitute for the Platform's dispute resolution process may have their accounts suspended or permanently terminated.

6.8 Dormant Wallets

A Wallet is considered dormant after twelve (12) consecutive months of account inactivity. Artivio will notify the artisan at least thirty (30) days before dormancy classification. Unclaimed balances are held for a further twelve (12) months, during which the artisan may reclaim their funds at any time by reactivating their account. After a total dormancy period of twenty-four (24) months, Artivio reserves the right to deal with the outstanding balance in accordance with applicable Nigerian law.

7.Refund Policy

The Refund Policy sets out when refunds are possible (and when they are not), how to raise a refund request, and the timelines within which approved refunds are processed. Refunds are only available within the 3-day dispute window before funds leave escrow.

8.Dispute Resolution

Artivio provides a structured dispute resolution process administered by the Artivio support and compliance team. Artivio does not automatically side with customers or artisans — every dispute is assessed individually on the basis of evidence.

8.2 What Can Be Disputed

• A service was not delivered within the agreed timeline
• The work delivered does not match the agreed scope, description, or quality standard
• Payment has not been received by the artisan despite the customer confirming job completion
• There is a genuine and substantive disagreement about the quality or completeness of the work
• One party has reasonable grounds to believe the other has acted dishonestly or in violation of this policy
• An artisan has been pressured to perform work outside the agreed scope without additional payment being arranged

8.3 The Dispute Process

8.4 Timeframes

Disputes must be raised within three (3) days of the artisan marking the job as completed. Artivio aims to resolve all disputes within five (5) to seven (7) business days of a dispute being formally opened, though complex cases may take longer.

8.6 Escalation

A user who believes a dispute has been resolved incorrectly may escalate by emailing legal@artivios.com with the subject line "Dispute Escalation" and their dispute reference number. Escalations must be submitted within seven (7) days of the original decision and are reviewed within five (5) business days. The outcome of the escalation review is final.

8.7 Misuse of the Dispute Process

The dispute resolution process is provided as a genuine, good-faith mechanism for resolving legitimate disagreements. It must not be used as a tactical tool to avoid payment or pressure other users. Users who raise disputes without genuine grounds, provide false evidence, or repeatedly misuse the process may face account suspension or permanent termination. Artivio also reserves the right to charge an administrative fee to recover costs incurred in administering a dispute found to have been raised in bad faith.

9.Customer Protection and Disclaimer

9.2 Disclaimer of Liability for Service Quality

To the fullest extent permitted by applicable Nigerian law, Artivio makes no representation and gives no warranty, express or implied, as to the quality, safety, legality, suitability, or fitness for purpose of any service offered or performed by an artisan through the Platform. While Artivio carries out identity verification and enhanced due diligence on all artisans, these processes are designed to verify identity and assess basic suitability — not to guarantee the quality of an artisan's work. Customers are responsible for conducting their own assessment of an artisan's suitability before confirming a booking.

9.3 No Insurance Coverage

Artivio does not provide insurance coverage of any kind in respect of services arranged through the Platform. This includes:

• Public liability insurance covering injury or property damage arising from an artisan's work
• Professional indemnity insurance in respect of any artisan's work or advice
• Compensation for loss or damage to the customer's property during a service
• Financial protection against loss arising from an artisan's negligence or poor workmanship

9.4 Artisan No-Show Policy

Where an artisan accepts a confirmed booking and fails to attend the appointment without giving the customer prior notice, the customer has the right to raise a formal dispute. Subject to verification of the facts, the customer will be entitled to a full refund. Artisans reported on multiple occasions for no-shows without prior notice will be subject to account review which may result in reduced search visibility, suspension, or permanent removal.

9.5 Protection of Customer Personal Information

Personal information shared with an artisan to enable a service must not be used for any other purpose. Artisans are strictly prohibited from:

• Using customer personal information for any purpose other than completing the booked service
• Storing or retaining customer personal data beyond what is necessary for the service
• Sharing customer personal information with any third party without the customer's express consent
• Contacting customers outside of the Platform using contact information obtained through the Platform

10.Data Protection and Privacy

Artivio collects and processes personal data in accordance with the Nigeria Data Protection Regulation (NDPR) 2019 and all other applicable data protection laws. Artivio does not sell personal data to third parties and does not use personal data to serve targeted advertising. Personal data is shared with third parties only where strictly necessary to provide the Platform's services, and always under data processing agreements.

All users have the right to access, correct, and request deletion of their personal data. KYC documents and identity verification data are retained for a minimum of five (5) years from the date of submission in line with Nigerian anti-money laundering regulations. Data subject requests may be submitted through the Platform's account settings or by emailing legal@artivios.com. Further details are set out in the Artivio Privacy Policy at artivios.com/privacy-policy.

11.Limitation of Liability, Indemnification, and Governing Law

11.1 Limitation of Liability

To the fullest extent permitted by applicable Nigerian law, Artivio's total aggregate liability to any user shall not exceed the total platform commission paid by or on behalf of the relevant user to Artivio in the three (3) months immediately preceding the event giving rise to the claim. In no event shall Artivio be liable for any indirect, incidental, special, consequential, or punitive damages including loss of profit, revenue, data, goodwill, or business opportunity.

11.3 Force Majeure

Artivio shall not be in breach nor liable for any delay or failure to perform obligations resulting from events beyond its reasonable control, including acts of God, natural disasters, epidemic or pandemic, government actions, civil unrest, failure of third-party services, power outages, or acts of terrorism or war.

11.4 Governing Law

This document and all disputes arising out of or in connection with it are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute shall be subject to the exclusive jurisdiction of the courts of the Federal Republic of Nigeria.

12.Amendments and Updates

Artivio reserves the right to amend this document at any time. Where a material change is made, users will be notified by email and in-app notification at least seven (7) days before the change comes into effect. Where immediate changes are required — for example to address a security threat or urgent regulatory requirement — changes may take effect immediately upon notification. Continued use of the Platform following notification constitutes unconditional acceptance of the revised terms.

13.Contact Information

For questions, concerns, or requests relating to this policy or any aspect of Platform compliance, contact Artivio through the following channels. Artivio aims to respond to all policy and compliance enquiries within two (2) business days.

This document is issued by Artivio Limited. Copyright © 2026 Artivio. All rights reserved. artivios.com | legal@artivios.com