Customer Terms

Effective date: [●]

1. Scope

These Customer Terms apply when a person posts, books or pays for a service through Ejumah. They supplement the Terms of Service.

2. Posting a job

The customer must provide accurate information about:

• the work required;
• location and access;
• hazards or special conditions;
• timing;
• photographs or videos;
• known faults and previous repairs; and
• any required permissions.

The customer must not post unlawful, unsafe, discriminatory, deceptive or prohibited work.

3. Quotes and selection

The customer is responsible for reviewing:

• worker or company profile;
• quotation and exclusions;
• inspection requirement;
• estimated labour and parts;
• warranty;
• expected timing;
• total payment and fees; and
• any requested qualifications.

Ejumah may show ratings and trust indicators but does not guarantee a particular outcome.

4. Access and cooperation

The customer must provide safe and lawful access at the agreed time and must disclose relevant risks. The customer is responsible for obtaining landlord, owner, building, utility or other permissions required for the work.

5. Inspection and revised quotes

Where inspection is required, the customer must pay the displayed inspection fee. Following inspection, the worker may submit a revised estimate. The customer may accept or reject it.

Rejecting a revised quote does not ordinarily refund an earned inspection fee. A second opinion may require a new discounted or full inspection fee as shown in the app.

6. Payment

The customer authorises the approved payment provider to process the displayed amount. The amount may be reserved or collected before work begins and made unavailable for ordinary release until completion, cancellation, refund or dispute resolution.

The customer must not initiate an unjustified chargeback instead of using Ejumah's dispute process. This does not remove any lawful right to contact a payment provider or financial institution.

7. Changes and extra work

The customer is not required to pay for unapproved extra work. If circumstances change, the worker must submit an updated amount through Ejumah. The customer should accept or reject it before work proceeds.

8. Completion

When completion is requested, the customer should inspect the work and within the displayed review period:

• confirm completion;
• identify a specific incomplete or defective item; or
• open a dispute.

Failure to respond after reminders may result in release under the Escrow/Protected Payment Policy.

9. Customer cancellation

The customer may cancel subject to the stage-based rules shown before confirmation. Depending on timing, the customer may be responsible for:

• an earned inspection or call-out fee;
• approved work already completed;
• approved non-returnable materials;
• a cancellation fee where lawful and disclosed; and
• payment-provider charges that cannot lawfully or practically be recovered.

Refund processing may take five to ten business days or the period required by the relevant payment provider.

10. Electronic-transaction cancellation rights

Nothing in these terms removes a consumer right provided by Ghanaian law. Where the customer expressly asks for services to begin during a statutory cancellation period, the platform should record that request and explain any effect it may have under applicable law.

11. Customer conduct

The customer must not:

• threaten, harass or discriminate against a worker;
• request illegal or unsafe work;
• provide false evidence;
• refuse payment for properly completed work without a genuine basis;
• misuse personal information;
• manipulate reviews;
• bypass Ejumah for the same job; or
• repeatedly post jobs without a genuine intention to proceed.

12. Property and valuable items

The customer should secure cash, jewellery, documents and unrelated valuables before a worker arrives. Any suspected theft or criminal conduct should be reported promptly to Ejumah and the appropriate authorities.

13. Warranty and defects

The customer must report a warranty issue within the stated warranty period and allow a reasonable opportunity for inspection and correction. The customer must not permit another person to alter the work before the original worker has a fair opportunity to review it, except where urgent action is needed for safety or to prevent further loss.

14. Disputes

The customer must provide truthful, relevant evidence and cooperate with a fair review. Ejumah may release all, part or none of the protected amount based on the available information for marketplace purposes.

15. Reviews

Reviews must be truthful, relevant and based on the completed transaction. Ejumah may remove extortionate, abusive, discriminatory, irrelevant or fraudulent reviews.