Nature of the Platform
Jolloyard is a technology platform and marketplace facilitator — not a service provider. We connect customers with independent service providers. The contractual relationship for any service is between the User and the Provider. Jolloyard is not responsible for the execution, quality, or outcome of any service.
User Eligibility
- You must be at least 18 years of age to create an account or use Jolloyard
- You must provide accurate and complete information during registration
- You are solely responsible for all activity that occurs under your account
Acceptable Use
Use of the platform is subject to our Acceptable Use Policy, which sets out prohibited activities, content standards, and the consequences of violations. Violations may result in immediate account suspension or termination.
Bookings & Payments
- All payments are processed by Paystack, our licensed payment service provider. Jolloyard does not store card or bank credentials — each payment is initiated through Paystack's hosted checkout
- Jolloyard operates as the merchant of record for transactions on the platform. When you make a booking, your payment is a refundable prepayment to Jolloyard for a service that has not yet been performed — it is not a deposit held in trust for the provider, and the platform is not acting as an escrow agent
- How charging works: the full booking amount is charged at the time you make the booking and held in a Jolloyard-owned business account at a Nigerian licensed bank. The held funds remain refundable to you until the service is delivered and the dispute window closes
- A booking moves from pending to confirmed once the provider accepts. If payment fails or is not completed, the booking is automatically cancelled and no charge is captured
- Bookings must be made at least 30 minutes before the service start time. Bookings less than 2 hours before the start are treated as "short-notice" bookings and surface a warning on the confirm-and-pay screen so you understand the tight provider response window before paying
- Providers have up to 48 hours to accept a booking, or until 15 minutes before the scheduled start, whichever comes first. If the provider does not accept in that window the booking is automatically declined and you receive a full refund to the original card. No action is needed on your part
- Provider release: after a booking is marked complete, the provider's net-of-commission is released to their linked bank account 2 business days later, around 2 PM Nigeria time, via Paystack's Transfers API, once the dispute window has closed without an open dispute. Friday and weekend completions release the following Tuesday. The release is automatic and rule-based; it is not a discretionary disbursement
- Providers link a bank account once during onboarding. The bank account is the release destination, not a settlement subaccount Jolloyard pays into on the provider's behalf
- Providers may update the linked bank account at any time from within the app. Updates apply to future releases only and do not affect amounts already released
- Refunds (from cancellation or dispute) are processed back to the original card from the held balance. Funds typically land within 3–10 business days depending on your bank or card issuer
Cancellations & Refunds
Cancellation rights, refund tiers, and dispute resolution are governed by our Refunds Policy. In summary: every booking includes a 5-minute cool-off after provider acceptance during which a cancellation earns a full refund regardless of how close to the service it is; outside that window customers receive a graduated refund depending on how far in advance they cancel; providers who do not respond before the deadline trigger an automatic full refund; and disputes raised through the app are reviewed by our support team.
Platform Fees & Commission
- Jolloyard charges a commission on each completed booking, retained from the held balance when the provider's net is released. The commission rate depends on the provider's tier (based on completed bookings and average rating) and is shown to providers when setting their price and on each booking
- Customers pay only the provider's advertised hourly rate — no additional platform fees are charged to customers
- Current commission rates are visible to providers in the app and may be reviewed periodically. Jolloyard will give providers at least 14 days' notice before changing the published rates
Provider Verification & Responsibilities
- All service providers must submit a valid identity document (NIN or International Passport) and a profile photo during registration
- Applications are reviewed and verified by the Jolloyard team before providers can offer services on the platform
- All listing information must be accurate, current, and not misleading
- Providers must fulfil confirmed bookings promptly and professionally
- Providers must comply with all applicable Nigerian laws and regulations
- Providers must not solicit users to transact outside the Jolloyard platform
- Jolloyard may reject or revoke provider access at any time if verification documents are found to be fraudulent or if the provider violates these terms
Disputes
Either the customer or the provider may raise a dispute through the app if there is a problem with a booking. Disputes can be raised from the moment the service was scheduled to start (e.g. the provider didn't show up, or the service is mid-delivery) and up to 2 PM Nigeria time, 2 business days after the service is marked complete (Friday and weekend completions have until 2 PM the following Tuesday). This window is also the release hold — provider funds are not released until it closes without an open dispute. The other party will be notified and given the opportunity to respond. Jolloyard's support team acts as a neutral facilitator, reviewing both sides before making a decision. Jolloyard aims to resolve disputes within 10 business days. Outcomes may include a full refund, partial refund, or no refund, depending on the evidence provided. For urgent issues, contact support@jolloyard.com.
Limitation of Liability
To the fullest extent permitted by Nigerian law, Jolloyard shall not be liable for any indirect, incidental, or consequential damages arising from your use of the platform. Our total liability shall not exceed the fees paid by you in the three months preceding the claim.
Account Suspension
- Jolloyard may suspend or terminate accounts that violate these Terms or the Acceptable Use Policy
- Grounds include fraud, false information, harassment, repeated disputes, or off-platform solicitation
- Suspended providers will not be able to receive new bookings, and any pending Paystack settlements may be paused, pending resolution
- You may request account deletion at any time by contacting us
Governing Law
These Terms are governed by the laws of the Federal Republic of Nigeria, including the Nigeria Data Protection Act (NDPA) 2023 and the Federal Competition and Consumer Protection Act (FCCPA) 2018. Any disputes shall be subject to the exclusive jurisdiction of Nigerian courts.
Contact Us
Questions about these Terms? Reach us at support@jolloyard.com.