Paddii Help Center

Service Terms & Conditions ​

Last updated: October 2025

Overview ​

These Service Terms and Conditions govern the use of all Paddii services including Move Services, HomeCare Subscriptions, Installation Services, Maintenance Services, and Professional Service Network. By booking or using any Paddii service, you agree to these terms.

1. Service Definitions ​

Move Services ​

Professional moving and relocation services provided by Paddii-verified moving agents.

HomeCare Subscription ​

Monthly subscription plans providing ongoing property maintenance, repairs, and cleaning services.

Installation Services ​

One-time professional installation of appliances, furniture, smart devices, and connectivity equipment for homes and enterprise.

Maintenance Services ​

Ad-hoc or recurring services including cleaning, painting, renovations, and landscaping.

Professional Service Network ​

On-demand connection to verified professionals for specialized home services.

2. Service Booking ​

Booking Process ​

How to Book:

  1. Select service via Paddii app or website
  2. Choose date, time, and service details
  3. Review pricing and terms
  4. Confirm booking and make payment
  5. Receive confirmation email with details

Booking Requirements:

  • Active Paddii account required
  • Valid payment method on file
  • Accurate service address provided
  • Contact information up to date
  • Must be 18 years or older

Service Availability ​

Geographic Coverage:

  • Lagos: All areas (24/7 availability)
  • Abuja: Major districts (6AM-10PM)
  • Port Harcourt: Expanding coverage

Advance Booking:

  • Standard services: 24 hours advance booking recommended
  • Move services: 3 days advance booking required
  • Emergency services: Same-day available (surcharge applies)
  • HomeCare: Ongoing subscription, book services as needed

Scheduling ​

Appointment Windows:

  • Standard: 2-hour arrival window
  • Premium: 1-hour arrival window (+₦2,000)
  • Exact time: 30-minute window (+₦5,000)

Rescheduling:

  • Free if done 24+ hours before appointment
  • ₦2,000 fee if 12-24 hours before
  • ₦5,000 fee if less than 12 hours
  • No charge for HomeCare subscribers (1 free reschedule/month)

3. Pricing & Payment ​

Service Pricing ​

Transparent Pricing:

  • All prices displayed upfront
  • No hidden fees
  • Quotes valid for 7 days
  • Custom quotes for large jobs

What's Included:

  • Labor and service
  • Standard materials (varies by service)
  • Basic insurance coverage
  • Service guarantee
  • Customer support

Additional Costs:

  • Premium materials (quoted separately)
  • Urgent service surcharge (₦5,000-₦10,000)
  • Parking fees (if applicable)
  • Additional crew members (if needed)
  • Extended service hours

Payment Methods ​

Accepted Payment:

  • Credit/debit cards (Visa, Mastercard, Verve)
  • Bank transfer
  • USSD
  • Paddii Wallet

Payment Timing:

  • One-time services: Pay when booking
  • HomeCare subscriptions: Auto-billed monthly
  • Large projects (₦100,000+): 50% deposit, 50% on completion
  • Professional network: Pay after service completion

Payment Protection:

  • Funds held securely by Paddii
  • Released to service provider after completion
  • Refunded if service not delivered
  • Dispute resolution available

4. Service Cancellation ​

Cancellation by Customer ​

Free Cancellation:

  • More than 24 hours before service: Full refund
  • HomeCare subscription: Cancel anytime, prorated refund

Partial Refund:

  • 12-24 hours before service: 50% refund
  • Less than 12 hours: No refund
  • Move services: 72 hours notice required for full refund

No Refund Situations:

  • No-show by customer
  • Customer denies service provider access
  • Incorrect address provided
  • Customer violates safety protocols

Cancellation by Service Provider ​

If Service Provider Cancels:

  • Full refund processed immediately
  • Rebooking assistance provided
  • ₦5,000 compensation credit to your account
  • Alternative provider arranged

Acceptable Provider Cancellations:

  • Emergency (medical, vehicle breakdown)
  • Weather conditions (for outdoor services)
  • Safety concerns
  • Force majeure events

HomeCare Subscription Cancellation ​

Customer Cancellation:

  • Cancel anytime via dashboard
  • No cancellation fee
  • Prorated refund for unused days
  • Can reactivate within 30 days without reapplication

Paddii Cancellation:

  • Repeated policy violations
  • Non-payment
  • Abuse of service providers
  • Fraudulent activity
  • 30 days notice provided (except for violations)

5. Service Guarantees ​

Quality Guarantee ​

Our Commitment:

  • Professional, courteous service
  • Licensed and insured providers
  • Work completed as described
  • Clean and tidy after service
  • 100% satisfaction guarantee

If Not Satisfied:

  1. Report issue within 24 hours
  2. Provide photos/documentation
  3. Paddii reviews complaint
  4. Service provider returns to fix issue, OR
  5. Full or partial refund issued

Service Warranties ​

Move Services:

  • Damage claims up to ₦500,000
  • File claim within 7 days
  • Itemized damage list required
  • Photos required

Installation Services:

  • 30-day labor warranty
  • Free return visit for installation issues
  • Manufacturer warranty on products remains valid

HomeCare Subscription:

  • Unlimited service calls within plan limits
  • Work guaranteed for plan duration
  • Free return visits for recurring issues

Renovation/Painting:

  • 90-day workmanship warranty
  • Touch-ups included
  • Material defects covered separately

Service Provider Insurance ​

All service providers carry:

  • ✓ General liability insurance
  • ✓ Workers' compensation
  • ✓ Professional indemnity (where applicable)
  • ✓ Equipment insurance
  • ✓ Vehicle insurance (for mobile services)

6. Customer Responsibilities ​

Before Service ​

You Must Provide:

  • Accurate service address
  • Clear access instructions
  • Parking information
  • Special requirements or limitations
  • Photos (for quotes on large jobs)

Preparation Required:

  • Clear work area of personal items
  • Secure pets
  • Provide utilities access (water, electricity)
  • Arrange parking if needed
  • Be present or arrange access

During Service ​

Customer Obligations:

  • Be present or provide authorized representative
  • Grant reasonable access to work areas
  • Communicate any concerns immediately
  • Provide requested items (keys, access codes)
  • Maintain safe environment

Prohibited:

  • Harassment of service providers
  • Recording without consent
  • Offering direct payment (must go through Paddii)
  • Requesting off-platform services
  • Discrimination or abuse

After Service ​

Your Responsibilities:

  • Inspect work upon completion
  • Report any issues within 24 hours
  • Rate and review service
  • Keep receipts and documentation
  • Pay outstanding balances

7. Service Provider Conduct ​

Professional Standards ​

Providers Must:

  • Arrive on time (or notify of delays)
  • Wear identification
  • Use proper equipment
  • Follow safety protocols
  • Communicate clearly
  • Clean up after work
  • Respect customer property

Prohibited Behavior:

  • Soliciting off-platform work
  • Requesting additional payment directly
  • Smoking on premises
  • Bringing unauthorized persons
  • Using customer facilities (bathroom, kitchen) without permission
  • Photography without permission

Background Checks ​

All Providers:

  • Criminal background check completed
  • Professional license verification (where required)
  • Insurance validation
  • Reference checks
  • Ongoing performance monitoring

8. HomeCare Subscription Details ​

Subscription Terms ​

Billing:

  • Charged monthly in advance
  • Auto-renewal unless canceled
  • Price changes with 30 days notice
  • First month free for new subscribers

Service Limits:

Basic HomeCare (₦15,000/month):

  • Up to 4 service calls per month
  • Maximum 3 hours per visit
  • Basic repairs and maintenance only
  • 1 cleaning visit (2 hours)

Premium HomeCare (₦25,000/month):

  • Unlimited service calls
  • Up to 8 hours per visit
  • Advanced repairs included
  • 2 cleaning visits (4 hours each)
  • Emergency 24/7 support

Exclusions:

  • Major renovations
  • New installations (discounted separately)
  • Appliance replacement (repair only)
  • Pest infestation (treatment only)
  • Issues from customer negligence

Emergency Service ​

Premium HomeCare:

  • 24/7 emergency hotline
  • 2-hour response time
  • No additional charge
  • Qualified for: burst pipes, electrical emergencies, AC failure, security issues

Basic HomeCare:

  • Emergency calls available
  • ₦10,000 surcharge
  • Response within 24 hours

9. Dispute Resolution ​

Complaint Process ​

Step 1: Contact Service Provider

  • Discuss issue directly first
  • Document conversation
  • Allow reasonable time to resolve

Step 2: Report to Paddii

  • Submit complaint via app/website
  • Include photos, messages, evidence
  • Response within 24-48 hours

Step 3: Investigation

  • Paddii reviews evidence from both parties
  • May request additional information
  • Decision within 3-5 business days

Step 4: Resolution

  • Service redo (free of charge)
  • Partial or full refund
  • Service credit for future use
  • Provider warning/removal from platform

Escalation ​

If Unsatisfied:

  • Request manager review
  • Additional 5 business days
  • Final decision binding
  • Legal action option remains

Arbitration:

  • Disputes over ₦100,000
  • Neutral third-party arbitrator
  • Costs shared 50/50
  • Binding resolution

10. Liability & Indemnification ​

Paddii's Liability ​

We Are Responsible For:

  • Platform functionality
  • Payment processing
  • Service provider vetting
  • Customer support
  • Quality assurance

We Are NOT Responsible For:

  • Acts or omissions of service providers
  • Property damage from unforeseen circumstances
  • Delays from weather/traffic
  • Pre-existing property conditions
  • Customer satisfaction beyond guarantee terms

Maximum Liability:

  • Limited to service fee paid
  • Does not include consequential damages
  • Insurance claims processed separately

Customer Liability ​

You Are Responsible For:

  • Accurate information provided
  • Safe working environment
  • Payment of fees
  • Property access
  • Compliance with these terms

You Indemnify Paddii For:

  • False claims or complaints
  • Injury to providers on your property (if due to your negligence)
  • Damage to provider equipment (if caused by you)
  • Legal fees from your violations

11. Property Access & Safety ​

Access Requirements ​

Customer Provides:

  • Safe, clear access to work areas
  • Working utilities
  • Adequate lighting
  • Secure environment
  • Parking if available

Service Provider May:

  • Refuse service if unsafe
  • Request additional access
  • Document property condition
  • Require hazard removal

Safety Protocols ​

Health:

  • Providers may wear masks
  • Customers may request distancing
  • Hand sanitizer provided
  • Vaccination not required but encouraged

General Safety:

  • Hard hats/safety gear as needed
  • First aid kits on site
  • Emergency contact information
  • Incident reporting required

12. Intellectual Property ​

Service Documentation ​

Photos and Videos:

  • Providers may take before/after photos
  • Used for quality assurance
  • May be used in marketing (with consent)
  • Customer privacy protected

Reviews and Ratings:

  • Must be honest and accurate
  • No defamatory content
  • Paddii may moderate reviews
  • Providers can respond to reviews

13. Data Privacy ​

Information Collection ​

We Collect:

  • Contact information
  • Service address
  • Payment details
  • Service history
  • Communications

We Use It For:

  • Service delivery
  • Payment processing
  • Customer support
  • Quality improvement
  • Marketing (opt-out available)

We Share With:

  • Service providers (necessary info only)
  • Payment processors
  • Insurance companies (for claims)
  • Law enforcement (if required)

Data Protection ​

  • Encrypted transmission
  • Secure storage
  • Access controls
  • Regular audits
  • GDPR/NDPR compliant

14. Promotional Offers ​

Discounts and Credits ​

Types:

  • New user discounts
  • Referral bonuses
  • Seasonal promotions
  • Loyalty rewards

Terms:

  • Cannot be combined unless stated
  • One per customer/service
  • Expire as indicated
  • Non-transferable
  • No cash value

15. Service Modifications ​

Changes by Paddii ​

We May:

  • Update pricing with 30 days notice
  • Modify service offerings
  • Change service areas
  • Update terms (notice provided)

You May:

  • Cancel subscription with no penalty
  • Complete booked services at original price
  • Opt out of communications

16. Termination ​

Account Suspension ​

Paddii May Suspend For:

  • Non-payment
  • Policy violations
  • Fraudulent activity
  • Abusive behavior
  • Safety concerns

Process:

  • Warning for minor violations
  • Immediate suspension for serious issues
  • Appeal process available
  • Account closure for repeated violations

17. Force Majeure ​

Service Delays or Cancellation Permitted For:

  • Natural disasters
  • Government restrictions
  • Acts of war/terrorism
  • Public health emergencies
  • Infrastructure failures
  • Strikes or labor disputes

In Such Cases:

  • Full refund issued
  • No penalties to either party
  • Rebooking assistance provided

18. Governing Law ​

  • Governed by Nigerian law
  • Lagos State jurisdiction
  • English language prevails
  • Severability applies

19. Contact Information ​

Customer Support ​

General Inquiries:

Service Complaints:

HomeCare Support:

Mailing Address ​

Paddii Global Innovations Limited [Address] Lagos, Nigeria

20. Agreement ​

By booking or using Paddii services, you acknowledge that you have read, understood, and agree to be bound by these Service Terms and Conditions.

Last Updated: October 2025 Version: 1.0

For questions or clarifications about these terms, please contact support@paddii.com.

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