Terms of Service

These Terms of Service (“Terms”) are a legal agreement between you and Bespoke Grand Synergy Ltd (“Plug”, “we”, “us” or “our”) and govern your use of the Plug mobile app and the website at plugng.io (together, the “Service”). Plug is a marketplace that connects customers who need local services with independent providers who offer them across Nigeria.

Our Privacy Policy explains how we handle your data and forms part of these Terms.

1. Acceptance of these terms

By creating an account or using the Service, you confirm that you have read, understood and agree to be bound by these Terms. If you do not agree, do not use the Service. If you use the Service on behalf of a business, you confirm that you are authorised to accept these Terms for that business.

2. Eligibility

You must be at least 18 years old and able to form a binding contract under Nigerian law to use the Service. By using Plug you represent that you meet these requirements and that the information you provide is accurate and current.

3. Your account

You sign in using a one-time code sent to your email or phone number. You are responsible for keeping access to your email, phone and device secure, and for all activity that happens under your account. Tell us promptly at support@plugng.io if you believe your account has been accessed without your permission. You may not share, sell or transfer your account, or create an account using false information or on behalf of someone else without authority.

4. Plug's role in the marketplace

Providers are independent third parties who offer and deliver their own services. When a customer books a provider, any resulting contract for that service is directly between the customer and the provider. While we verify provider identity and take steps to keep the marketplace safe, we do not control and are not responsible for the acts, omissions, quality, timing, safety or legality of the services providers deliver. You use the Service and engage providers at your own discretion and risk.

5. Bookings

Customers can request a booking, and providers can accept, decline or propose changes. A booking is confirmed when the provider accepts it. You agree to provide accurate details for the job, to communicate through the in-app tools where possible, and to treat the other party with respect. Prices, service scope and timing are set by the provider; please confirm them before the work begins.

6. Payments, fees & payouts

Plug is free to download and to browse. Some bookings can be paid in-app, and others may be arranged to pay the provider directly (“offline”), depending on what is offered.

• In-app payments are processed by our third-party payments partner. Your card details are handled on their secure systems; Plug does not store your full card number.
• Service fees. We may charge a service fee or commission on bookings. Any applicable fee is shown or made available to you before you are charged.
• Provider payouts. Providers receive payouts for completed, paid bookings to the bank account on file, less any applicable commission and fees, and subject to any hold for disputes, refunds or verification.
• Taxes. You are responsible for any taxes that apply to your use of the Service or, for providers, to the income you earn through it.

7. Cancellations & refunds

Customers and providers should cancel as early as possible if plans change. For in-app payments, funds for a booking are only released for work that is completed as agreed. If a provider does not show up or the work is not delivered as agreed, contact us and we will help resolve it; where appropriate, an in-app payment for undelivered work may be refunded. Refunds, where due, are returned using the original payment method and may take time to process. Offline arrangements are settled directly between the customer and provider.

8. Provider terms

If you offer services on Plug, you additionally agree that you will:

• Provide accurate identity, business and verification (KYC) information, and keep it up to date;
• Hold any licences, permits, skills and insurance the law requires for your services;
• Describe your services, prices and availability honestly, and deliver them with reasonable skill and care;
• Comply with all applicable laws and with these Terms and our policies.

You are an independent provider, not an employee, agent or partner of Plug. You are responsible for your own services, staff, tools, taxes and obligations. We may decline, pause or remove a provider account that fails verification or breaches these Terms.

9. Acceptable use

You agree not to:

• Use the Service for anything unlawful, fraudulent, harmful or deceptive;
• Harass, threaten, discriminate against or endanger anyone;
• Post false, misleading, infringing or offensive content, or impersonate others;
• Circumvent Plug to avoid fees, or solicit users for purposes unrelated to a booking;
• Attempt to interfere with, disrupt, scrape, reverse-engineer or gain unauthorised access to the Service or its systems;
• Upload viruses or malicious code, or misuse another person's account or data.

10. Your content

You keep ownership of the content you submit — such as your profile, portfolio images, messages and reviews. You grant Plug a non-exclusive, worldwide, royalty-free licence to host, store, display and use that content as needed to operate and promote the Service. You are responsible for your content and confirm you have the rights to share it and that it does not break the law or infringe anyone's rights. We may remove content that breaches these Terms.

11. Ratings & reviews

Ratings and reviews help keep the marketplace trustworthy. They must reflect a genuine experience and must not be false, incentivised, or used to harass. We may remove reviews that breach these Terms, but we do not otherwise edit them to change their meaning.

12. Trust, safety & suspension

You can report a user, booking or piece of content in the app. We may investigate, and — where we reasonably believe these Terms or the law have been broken, or to protect users — we may remove content, limit features, or suspend or close an account, with or without notice. We may cooperate with law-enforcement and regulators as required.

13. Disclaimers

The Service is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, Plug disclaims all warranties, express or implied, including fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted or error-free, or that any provider, customer, or service will meet your expectations. Verification of a provider does not guarantee the quality, safety or outcome of their services.

14. Limitation of liability

To the fullest extent permitted by law, Plug and its officers, employees and partners will not be liable to you for any damages of any kind arising out of or relating to the Service, your use of it, or any booking, provider or customer — including any direct, indirect, incidental, special, consequential or punitive damages, or any loss of profits, data or goodwill, and including the acts or omissions of any provider or customer. You use the Service and engage providers entirely at your own risk. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under Nigerian law.

15. Indemnity

You agree to indemnify and hold Plug harmless from any claims, losses, liabilities and expenses (including reasonable legal fees) arising from your use of the Service, your content, the services you provide or receive, or your breach of these Terms or of any law or third-party right.

16. Governing law & disputes

These Terms are governed by the laws of the Federal Republic of Nigeria. If a dispute arises between you and Plug, please contact us first at support@plugng.io so we can try to resolve it. Any dispute that cannot be resolved will be subject to the jurisdiction of the courts of Nigeria. Disputes between a customer and a provider over a service are primarily between those parties, though we will help where we reasonably can.

17. Changes to these terms

We may update these Terms from time to time. When we make material changes, we will update the date above and, where appropriate, notify you in the app or by email. Your continued use of the Service after an update means you accept the revised Terms.

18. Termination

You may stop using the Service and close your account at any time. We may suspend or end your access as described in these Terms. Provisions that by their nature should survive — such as content licences, disclaimers, limitation of liability, indemnity and governing law — continue to apply after your account ends.

19. Contact us

Questions about these Terms? Contact us:

Bespoke Grand Synergy Ltd
Abuja, Nigeria
Email: support@plugng.io