Terms, Acceptable Use & Refunds

Terms of Service

These terms govern your use of the helpa platform and related services.

Acceptable Use Policy

This Policy explains what you can and cannot do when you use Helpa. It applies to everyone who uses the platform, whether you are requesting a service ("Hirer") or providing one ("Helpa"). By creating an account or using the platform in any way, you agree to follow this Policy.

Helpa is operated by HELPR SERVICES LTD ("Helpa", "we", "us", "our"), a company registered in Nigeria. Helpa connects Hirers with verified local service providers for everyday physical services such as errands, cleaning, repairs, AC servicing, fumigation, and beauty services.

This Policy works together with our Terms of Service and Privacy Policy. Where a term is defined in our Terms of Service, it has the same meaning here.

1. Who can use Helpa

To use Helpa, you must:

• Be at least 18 years old.
• Provide accurate, current, and complete information when you register.
• Complete identity verification where required. Helpas must pass identity verification through our verification partner before they can receive payment for jobs.
• Use the platform only for lawful purposes and in line with this Policy.

You are responsible for everything that happens under your account. Keep your login details private. If you believe someone has accessed your account without permission, tell us immediately at team@helpaservices.com.

2. How accounts work

• One person, one account. You may not create multiple accounts to evade suspension, manipulate ratings, abuse promotions, or mislead other users.
• A single account may act as both a Hirer and a Helpa. Your obligations under this Policy apply to you in both roles.
• You may not buy, sell, rent, or transfer your account to anyone else.
• You must keep your profile information accurate, including your name, contact details, and (for Helpas) the skills and services you offer.

3. Paying and getting paid through Helpa

Helpa exists to make transactions between strangers safe. That safety depends on payments flowing through the platform. Therefore:

• All payments for services arranged through Helpa must be made through Helpa. You may not arrange to pay or be paid off-platform (for example, by cash or direct bank transfer) for a job that was introduced or arranged through Helpa. This protects both sides and is taken seriously.
• Helpas receive their earnings into an in-app earnings balance, which can be withdrawn only to the Helpa's own verified bank account.
• Hirers may hold prepaid service credit. This credit can only be used to pay for services on Helpa. It cannot be withdrawn as cash and cannot be sent to any other user.
• There is no facility to transfer balance, credit, or earnings from one user to another user. Do not attempt to use the platform as a way to move money between people.
• You may not use Helpa, its payment features, or its credit system to launder money, disguise the source of funds, finance illegal activity, or move money for any purpose other than paying for genuine services on the platform.

4. Prohibited services and requests

You may not use Helpa to request, offer, advertise, or carry out anything illegal or unsafe. This includes, but is not limited to:

• Any service that is illegal under Nigerian law.
• Buying, collecting, transporting, or delivering illegal drugs, weapons, ammunition, explosives, or other restricted or dangerous goods.
• Services involving fraud, theft, forgery, or handling of stolen goods.
• Sexual services or any service of a sexual nature.
• Services that involve harming a person, an animal, or property.
• Collecting or delivering items whose contents you have been asked to conceal or misrepresent.
• Any errand or task designed to deceive a third party, evade law enforcement, or break the law.

If a Hirer asks a Helpa to do something that breaks this Policy, the Helpa should decline the job and report it. Carrying out an illegal request is a violation by both parties.

5. Conduct for Helpas (service providers)

When you accept and perform work through Helpa, you agree to:

• Only offer services you are genuinely able and qualified to perform.
• Show up when you say you will, and communicate promptly if plans change.
• Perform the work to a reasonable standard and as agreed with the Hirer.
• Treat Hirers, their homes, and their property with respect and care.
• Not subcontract a job to another person who has not been verified on Helpa. The verified Helpa who accepted the job is the person who must do it.
• For errands involving the purchase of items, use the funds provided only for the agreed items and provide proof such as receipts or photos where requested.
• Not solicit Hirers to take future business off the platform.

6. Conduct for Hirers (customers)

When you request a service through Helpa, you agree to:

• Make only lawful, safe, and reasonable requests.
• Provide a safe environment and accurate information for the Helpa to do the work.
• Pay for services through the platform.
• Not pressure, coerce, or trick a Helpa into confirming, cancelling, or completing a job dishonestly.
• Treat Helpas with respect and not discriminate against, harass, or endanger them.
• Confirm completion honestly once a job is genuinely done.

7. Behaviour that is never allowed

Across all uses of the platform, you may not:

• Harass, threaten, abuse, stalk, intimidate, or discriminate against any person.
• Impersonate another person or business, or misrepresent who you are.
• Post false, misleading, or fake reviews, ratings, or profile information.
• Use someone else's identity documents, or submit forged or altered verification documents.
• Attempt to defraud Helpa or any user, including by manipulating disputes, refunds, or the credit system.
• Collect, store, or share another user's personal information for any purpose other than completing a job, or use it to contact them outside the platform without consent.
• Interfere with, probe, scan, or attempt to breach the security of the platform, its servers, or its database.
• Use bots, scrapers, or automated tools to extract data or interact with the platform without our permission.
• Introduce malware, attempt to gain unauthorised access to any account or system, or disrupt the service in any way.
• Use the platform in a way that breaches Nigerian law, including the Nigeria Data Protection Act.

8. Content you post

You are responsible for any content you put on Helpa, including profile details, photos, messages, and reviews. Content must be truthful, lawful, and respectful. We may remove content that breaches this Policy, and we may limit or remove accounts that repeatedly post prohibited content.

9. What happens if you break this Policy

If you breach this Policy, depending on how serious the breach is, we may:

• Issue a warning.
• Remove or edit offending content.
• Restrict your access to certain features.
• Suspend or permanently close your account.
• Withhold or reverse payouts connected to fraudulent, illegal, or disputed activity, in line with our Refunds and Disputes Policy.
• Report the matter to the relevant authorities where we are required or permitted to do so, and cooperate with law enforcement.

Where funds are linked to suspected fraud or illegal activity, we may hold those specific funds while we investigate. We will act reasonably and proportionately, and we will tell you what is happening unless doing so would compromise an investigation or breach the law.

10. Reporting a problem

If you see activity that breaks this Policy, or you feel unsafe, report it to us at team@helpaservices.com or through the in-app support option. For emergencies or anything involving immediate danger, contact the appropriate emergency services first, then tell us.

11. Changes to this Policy

We may update this Policy from time to time as Helpa grows and as the law changes. When we make significant changes, we will let users know through the app or by email. Continuing to use Helpa after a change means you accept the updated Policy.

12. Contact

Questions about this Policy can be sent to:

HELPR SERVICES LTD
Email: team@helpaservices.com
Website: helpaservices.com

Refunds, Cancellations and Disputes Policy

This policy explains how payments, refunds, cancellations, and disputes work on Helpa. It is written to be clear, because money should never be confusing. It applies to everyone who uses the platform, whether you are requesting a service ("Hirer") or providing one ("Helpa").

Helpa is operated by HELPR SERVICES LTD ("Helpa", "we", "us", "our"), a company registered in Nigeria. Helpa is a marketplace for physical services such as errands, cleaning, repairs, AC servicing, fumigation, and beauty services. Because Helpa provides services rather than selling physical products, this policy is mainly about refunds, cancellations, and disputes rather than the return of goods. Where a job involves buying items on a Hirer's behalf, the section on Shop and Deliver errands below applies.

1. How payments work on Helpa

Understanding this makes the rest of the policy make sense.

• When a Hirer books a job, the payment is collected and held by Helpa through our licensed payment processor. The money is not released to the Helpa straight away.
• The Helpa is paid only after the job is marked complete and confirmed.
• After a job is marked complete, there is a 24-hour dispute window. During this window, a Hirer can raise a dispute, and the funds for that job can be held rather than released while we look into it.
• All refunds are returned to the original payment method used for the booking. We do not refund to a different account, and prepaid credit cannot be cashed out.

This hold-and-release approach is what protects both sides. The Hirer knows their money is safe until the work is done. The Helpa knows the money is there and will be released for genuine, completed work.

2. Cancellations

Hirer cancels before the Helpa has started work
You receive a full refund of the service fee to your original payment method. If you booked using prepaid Helpa credit, the amount is returned to your Helpa credit balance.

Hirer cancels after the Helpa has started work
Because the Helpa has already invested time, and may have already travelled or bought items, a full refund may not apply. Depending on how much work was done, the outcome may be a partial refund, with a fair portion paid to the Helpa for work already done and costs already incurred. We assess these case by case and aim to be fair to both sides.

Helpa cancels
If a Helpa cancels a job they accepted, the Hirer receives a full refund of the service fee. Repeated cancellations by a Helpa may affect their standing on the platform under our Acceptable Use Policy.

No-show
If a Helpa accepts a job and does not show up, and does not complete the work, the Hirer is entitled to a full refund of the service fee. If a Hirer is not available so that the Helpa cannot carry out the job after arriving as agreed, a portion of the fee may be retained to fairly compensate the Helpa for their time and travel.

3. Disputes

A dispute is when a Hirer believes a job was not done, was not done properly, or was not done as agreed.

Raising a dispute

• A Hirer can raise a dispute within 24 hours of the job being marked complete, through the app or by contacting team@helpaservices.com.
• Once the 24-hour window has passed with no dispute, the job is treated as final and the Helpa's payment is confirmed.

While a dispute is open

• The funds for the disputed job are held and are not released to the Helpa until the dispute is resolved.
• Both the Hirer and the Helpa may be asked to provide their account of what happened, along with any evidence such as photos, receipts, or messages.

How we resolve disputes

We review the information from both sides and aim to reach a fair outcome. Possible outcomes include:

• Full release of funds to the Helpa, where the work was completed as agreed.
• Partial refund to the Hirer, where the work was partly done or partly as agreed, with the balance paid to the Helpa.
• Full refund to the Hirer, where the work was not done or was substantially not as agreed.

We aim to resolve disputes within a reasonable time and will keep both sides informed. Our decision is made in good faith based on the information available.

4. Shop and Deliver and other errands involving items

Some errands involve a Helpa buying items on a Hirer's behalf. For these jobs:

• The Hirer pre-funds the cost of the items (the item budget) in addition to the service fee. The service fee is what Helpa charges for the errand. The item budget is the money for the actual goods.
• If an item is unavailable, the Helpa should contact the Hirer to agree on a substitute or to proceed without it. Any unspent item budget is refunded to the Hirer's original payment method or Helpa credit.
• Where a Helpa is asked to provide proof of purchase, such as receipts or photos, this helps resolve any question about the item budget.
• Physical goods bought on a Hirer's behalf are the Hirer's property once purchased. Whether such goods can be returned to the shop they were bought from is subject to that shop's own return policy, not Helpa's. Helpa is not the seller of those goods.

5. Prepaid Helpa credit

Some Hirers choose to pre-fund their account with Helpa credit to pay for services more conveniently.

• Helpa credit can only be used to pay for services on the platform.
• Helpa credit cannot be withdrawn to a bank account and cannot be transferred to another user.
• If you have unused Helpa credit and would like it back, you can request a refund to your original payment source by contacting team@helpaservices.com. This is handled by our support team rather than as a self-service withdrawal.

6. How and when refunds are paid

• Refunds are always returned to the original payment method used for the booking, or to your Helpa credit balance if that is how you paid.
• Once a refund is approved, it is processed promptly on our side. The time it takes to appear in your account depends on your bank or card provider, and is typically within 5 to 10 business days.
• The service fee charged by Helpa may be retained where a job has been completed as agreed and confirmed, since the platform service was delivered. Where a refund is due because the job was not delivered, the relevant fees are refunded as part of the refund.

7. When a refund does not apply

A refund will generally not be available where:

• The job was completed as agreed and confirmed by the Hirer, and the 24-hour dispute window has passed.
• A dispute has been reviewed and resolved in favour of the Helpa.
• The request relates to a job arranged or paid for off the platform, contrary to our Acceptable Use Policy.
• The claim is found to be dishonest or fraudulent. Attempts to abuse the refund or dispute process may lead to action under our Acceptable Use Policy, including account suspension.

8. Changes to this policy

We may update this policy as Helpa grows and as the law changes. When we make significant changes, we will let users know through the app or by email. Continuing to use Helpa after a change means you accept the updated policy.

9. Contact

For refunds, cancellations, or disputes, contact us at:

HELPR SERVICES LTD
Email: team@helpaservices.com
Website: helpaservices.com