Terms of Service

1. About these terms

These terms are an agreement between you and BookPro (“BookPro”, “we”, “us”) for the BookPro app and bookpro.ng. By creating an account or using BookPro, you accept them and our Privacy Policy.

BookPro is a marketplace. Pros are independent and are not our employees or agents. The service itself (the haircut, the drive, the wiring) is agreed between the customer and the pro. BookPro provides the platform, the wallet, escrow and dispute resolution.

2. Your account

• You must be 18 or over and able to enter a binding contract in Nigeria.
• You sign in with your own Nigerian phone number. Give accurate details and keep them up to date.
• Keep your phone and your transaction PIN to yourself. You are responsible for activity on your account. Tell us at once if you think someone else has used it.
• One person, one account. During our beta, access may be by invitation only.

3. Your wallet

• You add money by bank transfer to an account number generated for you through our banking partners. Your wallet is credited only after the payment is confirmed with the partner bank. A screenshot or a bank alert is not proof of payment; only the status in BookPro counts.
• Any fee for a top-up is shown in the app before you send money, and your wallet is credited with the amount received after that fee.
• Your wallet holds money for using BookPro. It is not a bank account, and it does not earn interest.
• Limits apply to top-ups, payments, wallet balances and withdrawals, for your safety. The app shows the limits that apply to you. Money that arrives above a limit is held while we review it, and then credited to you or returned to the sender.

4. Offers and bookings

• Customers and pros agree the service, price, time and place in chat using offers. Either side can make an offer or a counter-offer; an offer expires if it is not accepted in time.
• No booking exists until it is paid. A booking is created only when the customer pays the agreed price from their wallet into escrow.
• Offers and prices are between the customer and the pro. Agree any change to the job by sending a new offer, so that what you agreed is on record.

5. Escrow and release on mutual confirmation

• When you pay, the money leaves your wallet and BookPro holds it in escrow for that booking. The pro can see that the booking is paid but cannot withdraw the money.
• The money is released to the pro only when both of you confirm the job is done: the pro marks the job as done and the customer confirms it, in either order. The release happens when the second confirmation arrives, and it is final.
• Only confirm when you are satisfied. If you are not, open a dispute instead (section 8).
• If a pro has marked a job done and the customer neither confirms nor disputes, we send reminders. The pro may then open a dispute, and BookPro decides.

6. Bring your own materials

If you tick the box saying you have your own materials (for example your own braiding hair and products, or your own car for a driver), the pro will come without them, and you must have them ready when the job starts. For Drivers, you are responsible for your vehicle's fuel, papers and insurance. If materials are missing, agree any change in chat with a new offer.

7. Cancellations and refunds

• Customer cancellations: before the pro starts the job, you can cancel for a full refund within 15 minutes of paying, or up to 2 hours before the scheduled start. The app shows the exact window for each booking.
• No-show: if the pro has not started 60 minutes after the scheduled start, you can cancel for a full refund.
• Pro cancellations: a pro can cancel before the money is released; the customer gets a full refund, and repeated cancellations may affect the pro's account.
• Once the pro has marked the job done, the customer can confirm or open a dispute, but not cancel.
• Refunds go back to your BookPro wallet.

8. Disputes

• Either party can open a dispute from the booking at any time before the money is released. The money stays frozen in escrow until the dispute ends.
• Both of you can add evidence, such as photos and a description. We also review the booking and the chat in the app.
• BookPro decides fairly on the evidence: a full refund to the customer, full release to the pro, or a split between you. We tell you both the outcome and the reason. The person who opened a dispute can withdraw it before we decide.
• A customer who is not available at the agreed time may be reported by the pro through a dispute.
• Our decision settles what happens to the money held for that booking. It does not remove any rights you have under Nigerian law.

9. Fees

• Downloading BookPro and creating an account is free. You always see the full price of a booking before you pay.
• We may introduce a service fee or commission on bookings. If we do, it will be shown before you pay or accept an offer, and we will give notice in the app before it applies.
• Withdrawals: pros (and anyone else who can withdraw) can send their wallet balance to a Nigerian bank account in their own name. The bank transfer fee charged by our payment provider, and stamp duty where the law requires it, is deducted from the amount you withdraw. The app shows the fee and exactly what you will receive before you confirm.
• For your security, a withdrawal may be reviewed before it is sent, and withdrawals may be held for a short time after you sign in on a new device, reset your PIN or change your bank account.

10. Extra terms for pros

• Your profile is reviewed before you can take bookings, and we may decline or remove it. Keep your profile, prices and availability accurate, and show only your own work.
• You are responsible for your skills, tools, any licences or permits your work needs, and your own taxes.
• Turn up on time for paid bookings and do the work you agreed. Mark a job done only when it is finished.
• Withdraw only to a bank account in your own name.

11. Prohibited conduct

You must not:

• ask for or make payment outside BookPro for a job found on BookPro. Money paid outside the app is not covered by escrow or refunds;
• create fake bookings, confirm a job that was not done, or work with someone else to move money through BookPro;
• use BookPro for fraud, money laundering or anything illegal, or use someone else's account, card or bank account;
• harass, threaten, discriminate against or endanger anyone, or send sexual, hateful or violent content;
• offer services that are illegal or that you are not qualified to provide;
• share another person's personal data without their permission;
• post false reviews, impersonate anyone, or mislead about who you are;
• copy, scrape, overload or try to break into BookPro, or get around our limits and security.

12. Reviews and content

You keep ownership of the photos and text you add. You give BookPro a licence to store and show them in order to run BookPro (for example, to show a pro's portfolio and reviews). Reviews must be honest and about a real booking. We may remove content that breaks these terms.

13. Suspension and closure

We may limit, suspend or close an account that breaks these terms, puts people at risk or is linked to fraud, and we may hold money linked to suspected fraud while we investigate or as the law requires. You can close your account at any time once your wallet is empty and you have no open bookings, disputes or withdrawals (see Delete your account).

14. Liability

• Pros are independent. BookPro is not responsible for the quality of a pro's work or for what a customer or pro does, beyond our obligations for escrow and disputes in these terms.
• We work hard to keep BookPro available and accurate, but we cannot promise it will always be uninterrupted or error-free.
• To the extent the law allows, BookPro is not liable for indirect or consequential loss, and our total liability to you for a booking is limited to the amount paid for that booking.
• Nothing in these terms limits liability that cannot be limited under Nigerian law, including your rights under the Federal Competition and Consumer Protection Act 2018.

15. Governing law

These terms are governed by the laws of the Federal Republic of Nigeria. If we cannot settle a complaint with you directly, it will be decided by the courts of Nigeria.

16. Changes and contact

We may update these terms. If we make important changes, we will tell you in the app before they take effect. Questions: support@bookpro.ng.