Terms of Service

UrbanSolutions is operated by Urban Solution Ltd, a company registered in Nigeria. “We”, “us” and “the platform” mean Urban Solution Ltd. “You” means the person or business using the platform, whether as a client, a provider, or both.

These terms apply from the moment you create an account. If you do not accept them, do not create one.

We introduce clients to verified providers, hold payment in escrow while work is carried out, and mediate the relationship between the two. We are not the provider. The work itself is performed by an independent artisan, vendor or agent, who is not our employee, agent or partner.

What we do take responsibility for is the parts we control: verifying providers before they appear, holding funds until work is approved, moderating communication, and handling complaints under section 10.

An account is personal to you. You are responsible for what happens under it, and for keeping your sign-in details private.

Providers go through identity checks before their profile becomes visible, which may include government-issued identity verification and guarantor details. We may decline or reverse an approval. A provider who is suspended stops appearing in the directory and cannot bid, but remains responsible for work already in progress.

You must be at least 18 and legally able to enter a contract in Nigeria.

Clients and providers do not message each other directly during a project. A client speaks to our admin team, and our admin team speaks to the provider. Bids are shown to clients without revealing the provider’s identity.

We scan messages, and messages containing phone numbers, email addresses or physical addresses are withheld rather than delivered. This is deliberate. If a conversation moves off the platform we cannot verify who you are dealing with, we cannot hold the money, and we cannot help you recover anything when it goes wrong. Repeatedly attempting to move a conversation off-platform may result in suspension.

The exception is the provider directory, where a client who has chosen a named provider may contact them directly. Those messages are moderated the same way.

A client posts a request. We review it before it reaches providers, and we may decide to handle it with our own team instead of publishing it, or decline to publish it. Where we decline, we tell you why.

Published requests reach providers in stages according to their subscription tier. Urgent and emergency requests skip the staging and go to everyone at once.

A bid becomes a project when the client accepts it. The commission rate that applies to a project is fixed at the moment the bid is accepted, so a later change to our rates does not alter a project already under way.

Payments are processed by Paystack. We do not see or store your card details.

Client money is held in escrow and released as described in the Escrow Policy, which forms part of these terms.

We charge a commission on completed work and on goods sold. Commission rates differ by category and can change; the rate applying to any particular transaction is the one shown at the time you commit to it, and is recorded against that transaction. Prices shown to clients are inclusive of our commission.

VAT is charged where it applies and is shown as a separate line before you pay. We remit it.

Subscriptions, bid credits and directory access are paid in advance and are described at the point of purchase, including their price and duration. Provider subscriptions determine how early a provider sees new requests and how many bids they may place.

Goods are sold by independent vendors on the platform. The vendor is the seller; we handle payment, hold it in escrow, and are responsible for the dispute process.

Listings must be accurate. We review products before they appear and may remove any listing that is misdescribed, prohibited, or that we reasonably believe to be counterfeit.

Delivery is charged per vendor, because a basket spanning several vendors becomes several orders. Once you confirm receipt, payment is released to the vendor; if you do not confirm and do not raise a problem, payment releases automatically after the period stated on your order.

Only a buyer who actually received the item may review it, once per item per order. Reviews are moderated. We remove reviews that contain contact details, abuse, or content unrelated to the transaction, and we do not remove a review simply because it is negative or because a vendor asks us to.

Offering anything of value in exchange for a review, or reviewing your own listing, will result in the review being removed and may result in suspension.

You must not use the platform to arrange anything unlawful; post content you do not have the right to post; impersonate anyone; circumvent escrow by arranging payment off-platform; create accounts to manipulate ratings, reviews or bids; or attempt to gain access to parts of the system that are not yours.

Automated scraping of listings, provider profiles or contact data is not permitted.

Raise a complaint through the platform. We will look at the conversation, the milestones and the evidence both sides provide, and we may hold a release, order a partial release, or refund.

Our decision on a release is administrative — it decides where the money we are holding goes. It does not remove your right to pursue the other party through the courts.

Where a client suffers a loss through a verified provider’s conduct and the escrow does not cover it, the guarantee fund may apply. It is discretionary, capped, and is not insurance.

You can stop using the platform at any time. Obligations under a project already in progress survive.

We may suspend or close an account that breaches these terms. Where we do, money held in escrow for work already completed is dealt with under the Escrow Policy rather than forfeited.

We are responsible for operating the platform with reasonable skill and care, for holding escrowed funds properly, and for the commitments we make in these documents.

We are not responsible for the quality of work performed by an independent provider, beyond the escrow and dispute process described here. Our total liability in connection with any transaction is limited to the amount held in escrow for that transaction, except where the law does not allow that limit.

Nothing here limits liability for fraud, or for anything that cannot lawfully be limited.

We may change these terms. Where a change materially affects your rights we will tell you before it takes effect. Continuing to use the platform after that means you accept the change. The date at the top of this page is when it last changed.

These terms are governed by the laws of the Federal Republic of Nigeria, and the Nigerian courts have jurisdiction.