Welcome to Servana. By accessing or using the Servana platform, mobile application, or any related services (collectively, the "Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Platform.
These Terms constitute a legally binding agreement between you and Servana ("we", "us", or "our"). By creating an account, you confirm that you are at least 18 years of age, have read and understood these Terms, and have the legal authority to enter into this agreement.
Important: These Terms apply to all users of the Platform, including seekers (customers looking for services) and providers (individuals or businesses offering services).
To use Servana, you must register for an account. When registering, you agree to:
- Provide accurate, current, and complete information
- Maintain and update your information as necessary
- Keep your password secure and confidential
- Notify us immediately of any unauthorised use of your account
- Accept responsibility for all activities under your account
You may not create more than one account, transfer your account to another person, or use another person's account without permission.
Servana reserves the right to suspend or terminate accounts that contain false information, are used for fraudulent activity, or violate these Terms.
As a Seeker, when you make a booking through Servana, you agree that:
- You are responsible for accurately describing the work required
- You will make payment as agreed at the time of booking
- You will be present or available at the agreed time and location
- You will treat providers with respect and professionalism
- Cancellations made within 24 hours of the scheduled appointment may attract a cancellation fee
- You will leave honest and fair reviews based on your actual experience
Servana cannot guarantee that a provider will be available at any given time, and we are not liable for any loss arising from a provider's cancellation or failure to appear.
As a Provider on Servana, you agree to:
- Provide accurate information about your qualifications, experience, and services
- Hold any required licences, certifications, or permits for your trade
- Deliver services to the standard described in your profile
- Respond to booking requests promptly (within 1 hour where possible)
- Maintain professional conduct with all customers at all times
- Not solicit or accept payments outside of the Servana platform
- Comply with all applicable Nigerian laws and regulations
Verification: Servana may, at its discretion, verify provider credentials. A verified badge does not constitute an endorsement of the provider's services. It simply confirms that the provider's identity has been reviewed.
Servana reserves the right to remove any provider listing that violates these Terms or that we believe could endanger customer safety.
Payments on Servana are processed through a secure third-party payment processor. By using our payment services, you also agree to the processor's terms of service.
Platform Fee: Servana charges a platform fee of 5% on each completed transaction. This fee is deducted from the total payment and covers platform maintenance, customer support, and payment processing costs.
Provider Payouts: Providers will receive their net earnings (service fee minus platform fee) within 3 business days of a booking being marked as complete, subject to no active disputes.
Refunds: Refunds may be issued at Servana's discretion in the following circumstances:
- The provider failed to show up without cancelling
- The service was significantly different from what was described
- A verified dispute is resolved in the seeker's favour
Servana does not facilitate, encourage, or accept any payments made outside of the platform. Off-platform transactions are at your own risk and are not covered by our dispute resolution process.
You agree not to use the Servana Platform to:
- Post false, misleading, or fraudulent information
- Harass, threaten, or abuse other users
- Discriminate against any user on the basis of race, religion, gender, or disability
- Circumvent the platform by arranging off-platform payments after initial contact
- Post content that is obscene, defamatory, or illegal
- Impersonate another person or misrepresent your qualifications
- Scrape, harvest, or collect data from the Platform
- Introduce viruses or malicious code to the Platform
- Attempt to gain unauthorised access to any part of the Platform
- List services that are illegal, dangerous, or harmful
Violations of this section may result in immediate account suspension and, where applicable, reporting to relevant Nigerian authorities.
When you submit content to Servana (including photos, descriptions, reviews, and messages), you grant us a non-exclusive, royalty-free, worldwide licence to use, display, and distribute that content in connection with operating the Platform.
You represent and warrant that:
- You own or have the right to share all content you submit
- Your content does not infringe any third-party intellectual property rights
- Your content is accurate and not misleading
Servana does not claim ownership of your content, but we reserve the right to remove any content that violates these Terms or our Community Guidelines.
In the event of a dispute between a Seeker and a Provider, the following process applies:
- Direct Resolution: Both parties should first attempt to resolve the issue through the in-app chat within 24 hours.
- Raise a Dispute: If unresolved, either party may raise a formal dispute through the Platform. The booking will be frozen pending resolution.
- Servana Review: Our team will review the dispute, consider evidence from both parties, and issue a decision within 48–72 hours.
- Final Decision: Servana's decision on disputes is final and binding within the Platform.
Note: Servana's dispute resolution process is a goodwill service. For legal disputes, you may seek independent legal counsel under Nigerian law.
To the fullest extent permitted by Nigerian law, Servana shall not be liable for:
- Any direct, indirect, incidental, or consequential loss arising from use of the Platform
- The quality, safety, or legality of services provided by Providers
- Any loss arising from reliance on provider reviews or ratings
- Interruptions to the Platform due to maintenance, technical issues, or circumstances beyond our control
- Loss of data, revenue, or profits arising from Platform use
Our total liability to you in connection with your use of the Platform shall not exceed the total fees paid by you to Servana in the three months preceding the claim.
You may close your account at any time from the Settings page. Upon account deletion:
- Your profile will be removed from public listings immediately
- Active bookings will be cancelled and the relevant parties notified
- Any outstanding payments owed to you as a Provider will be processed within 7 business days
- Your data will be handled in accordance with our Privacy Policy
Servana may suspend or terminate your account at any time if we believe you have violated these Terms, engaged in fraudulent activity, or posed a risk to other users or the Platform.
Servana reserves the right to update or modify these Terms at any time. When we make significant changes, we will:
- Update the "Last updated" date at the top of this page
- Send a notification to your registered email address
- Display a notice on the Platform for at least 14 days
Your continued use of the Platform after any changes constitutes your acceptance of the revised Terms. If you do not agree with the changes, you must stop using the Platform and may close your account.
