1. Definitions and Interpretation
Throughout these Terms:
- “Platform” refers to the Artivio mobile application (iOS and Android), website, and all related services
- “User” refers to any person who accesses or uses the Platform
- “Artisan” refers to service providers and skilled professionals who list services on the Platform
- “Customer” refers to hirers and service requesters
- “Transaction” refers to any purchase, sale, service agreement, or project on the Platform
- “Escrow” refers to our secure payment holding system
- “Wallet” refers to the digital account where artisan earnings are held
2. Eligibility and Account Requirements
2.1 Age Requirement
- You must be at least 18 years old to create an account
- For artisans under 18, a parent or legal guardian must create and manage the account on their behalf
- We reserve the right to request proof of age at any time
2.2 Account Registration
- You must provide accurate, current, and complete information during registration
- You must verify your identity through our OTP system using a valid Nigerian mobile number
- You are responsible for maintaining the confidentiality of your account credentials
- One person may not maintain multiple accounts without our written permission
2.3 Artisan Verification
To list services on the platform, artisans must complete enhanced verification including:
- Government-issued ID verification
- Bank Verification Number (BVN) confirmation
- Bank account details for withdrawals
- Business registration documents (if applicable)
- Portfolio or work samples demonstrating expertise
3. Artisan Obligations and Conduct
3.1 Service Listings
Artisans agree to:
- Provide accurate descriptions, specifications, and photographs of all services offered
- Set fair and honest pricing without deceptive discounts
- Update listings promptly when availability or pricing changes
- Honour the terms stated in listings at the time a job is accepted
3.2 Service Delivery Standards
- Arrive on time for all scheduled appointments
- Bring all necessary tools, equipment, and materials
- Complete work according to agreed specifications and timeline
- Maintain professional behaviour and communication throughout
3.3 Prohibited Services and Conduct
Artisans may NOT list or offer:
- Illegal services or items (weapons, drugs, counterfeit goods, stolen property)
- Services that violate intellectual property rights
- Hazardous materials or unsafe practices
- Adult or sexual content or services
- Services promoting hate, violence, or discrimination
4. Customer Obligations and Conduct
4.1 Hiring and Booking
- Review artisan profiles and service descriptions carefully before booking
- Provide accurate job details, location, and contact information
- Make payment promptly through the escrow system upon job acceptance
- Confirm satisfactory completion upon delivery of the service
4.2 Reviews and Ratings
- Provide honest, fair, and factual reviews based on actual experience
- Do not post false, misleading, or malicious reviews
- Do not attempt to extort artisans by threatening negative reviews
5. Payment Terms and Escrow System
5.1 How Escrow Works
For every transaction on Artivio:
- Customer makes full payment at job acceptance
- Payment is held in Artivio's secure escrow account
- Artisan completes and delivers the agreed service
- Customer confirms satisfactory receipt and quality
- Artivio releases payment — net of the 8% platform commission — to the artisan's wallet
- Artisan can withdraw funds to their linked bank account
5.2 Platform Commission
5.3 Automatic Fund Release
If a customer does not confirm delivery or raise a dispute, funds are automatically released to the artisan:
- 3 days after the artisan marks the job as completed
5.4 Accepted Payment Methods
Artivio accepts bank transfers from any Nigerian bank, debit cards (Mastercard, Visa, Verve), USSD bank codes, and mobile wallets. All payments are processed in Nigerian Naira (₦) via Paystack. We do not accept cash or cryptocurrency.
6. Disputes, Refunds, and Returns
6.1 Opening a Dispute
Customers may open a dispute if:
- Service was not delivered within the agreed timeline
- Work significantly differs from the agreed description or scope
- Service was not completed as agreed
6.2 Dispute Resolution Process
- Step 1: The disputing party opens a case and submits evidence
- Step 2: The other party has 48 hours to respond with their evidence
- Step 3: Both parties attempt mutual resolution with Artivio mediation
- Step 4: Artivio support reviews all evidence and makes a final decision
- Step 5: Funds are released or refunded according to the decision
6.3 Refund Policy
Refunds are issued when:
- Service was not delivered and the artisan cannot prove otherwise
- Work significantly does not match the agreed scope
- Artisan cancels the job before starting
Refunds are processed within 5–10 business days to the customer's original payment method.
7. Intellectual Property Rights
7.1 Artivio Intellectual Property
The Artivio platform, including all software, designs, logos, and trademarks, is owned by Don-Clem Technology Limited. You may not:
- Copy, modify, or distribute our software or code
- Use our trademarks, logos, or branding without prior written permission
- Reverse engineer or decompile our applications
7.2 User-Generated Content License
By posting content on Artivio (portfolio photos, service descriptions, reviews), you grant us a worldwide, non-exclusive, royalty-free licence to use, reproduce, and display your content on the platform and in marketing materials. You retain ownership and affirm you have the legal right to post the content.
8. Prohibited Conduct
8.1 Fraudulent Activity
- Creating fake accounts or using false identities
- Manipulating reviews, ratings, or rankings
- Accepting payments outside the platform to circumvent escrow or commission
- Posting deceptive or misleading service descriptions
8.2 Platform Abuse
- Spamming users with unsolicited messages
- Scraping or harvesting user data
- Using bots or automated tools without authorisation
- Attempting to exploit platform vulnerabilities
9. Limitation of Liability
Artivio is a marketplace platform that connects artisans with customers. We do not perform, manage, or guarantee the quality of any services listed on the platform.
9.1 No Warranties
We provide the platform “as is” without warranties. We do not guarantee:
- The quality, safety, accuracy, or legality of any service listed
- The ability of any artisan to complete a transaction
- Uninterrupted or error-free platform operation
9.2 Liability Limits
To the maximum extent permitted by Nigerian law:
- We are not liable for indirect, incidental, or consequential damages
- Total liability is limited to fees paid in the 12 months prior to any claim
- We are not responsible for losses arising from user conduct or service defects
10. Indemnification
You agree to indemnify and hold harmless Don-Clem Technologies from any claims, damages, or expenses arising from:
- Your violation of these Terms
- Your violation of any applicable laws or regulations
- Content you post on the platform
- Services you provide or procure through the platform
11. Account Termination
Artivio reserves the right to suspend or permanently terminate any account that violates these Terms, engages in fraudulent activity, or poses a risk to other users or the platform. Users may close their account at any time via Settings > Account > Delete Account. Pending escrow transactions will be resolved before closure is finalised.
12. Modifications to Terms
We reserve the right to modify these Terms at any time. When changes occur, we will post revised Terms with a new effective date and notify users via email and in-app notification. Continued use of the platform after changes are published constitutes acceptance of the revised Terms.
13. Governing Law and Dispute Resolution
13.1 Governing Law
These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria.
13.2 Arbitration
For disputes between Artivio and users:
- Parties agree to first attempt good-faith mediation
- If mediation fails, disputes shall be resolved by binding arbitration in Lagos, Nigeria, under the Arbitration and Mediation Act 2023
14. Contact Information
For questions about these Terms:
- Email: legal@artivios.com
- In-App: Settings > Help & Support > Legal Inquiries