Terms and Conditions

These Terms and Conditions (“Terms”) govern access to and use of LOXhome, a home and personal services marketplace operated by Loxhome Ltd (“LOXhome”, “we”, “our” or “us”).

LOXhome connects customers seeking services with independent service providers offering services in categories that may include electrical services, plumbing, appliance repairs, cleaning, beauty and personal care, and other categories introduced from time to time.

By creating an account, submitting a booking, accepting a job or otherwise using LOXhome, you agree to be bound by the applicable provisions of these Terms. If you do not agree, you should not use the relevant LOXhome services.

• Customer: an individual or organisation requesting a service through LOXhome.
• Service Provider or Provider: an independent professional or business offering services through LOXhome.
• Platform: LOXhome’s website, application, communication channels and associated technology.
• Booking: a service request submitted through LOXhome and accepted or confirmed in accordance with the applicable process.
• Service: the work or assistance requested by a Customer and undertaken by a Provider.
• Service Price: the approved amount payable for a particular service, excluding separately disclosed and approved charges.
• LOXhome Fee: a commission, service charge or other fee disclosed as applicable to a transaction.
• Consultation: an assessment or discussion undertaken to clarify the nature, scope or cost of a requested service.

LOXhome operates as a service marketplace and coordination platform. Its role may include receiving customer requests, identifying and matching suitable service providers, facilitating quotations and price confirmation, coordinating bookings and service updates, facilitating payment and payout processes, providing customer support and complaint coordination, and supporting trust, safety and service-quality monitoring.

Unless expressly stated in a separate written agreement, LOXhome does not directly employ service providers to perform customer jobs. Service providers operate as independent professionals and are responsible for their own professional competence, work methods, tools, taxes, licences, permits, insurance and other obligations applicable to their businesses.

Nothing in these Terms creates an employment relationship, partnership, joint venture or general agency relationship between LOXhome and a service provider.

Users must provide accurate, current and complete information when creating or maintaining an account. Users agree to keep account information up to date, protect login credentials, avoid impersonation or fraudulent activity, notify LOXhome of suspected unauthorised access and use the Platform only for lawful purposes.

LOXhome may request reasonable information to verify an account or provider profile, subject to applicable privacy laws. Users must be legally capable of entering into binding agreements. Individuals under 18 must not independently create or operate an account.

Customers may submit service requests through the Platform or other official LOXhome channels. A request may include the required service, location, description of the work, preferred date and time, and relevant photographs or supporting information.

A request does not automatically constitute a confirmed booking. A booking becomes confirmed when the applicable acceptance, provider assignment and price-confirmation steps have been completed and communicated to the Customer.

LOXhome may attempt to identify a suitable Provider but does not guarantee that every request will be fulfilled.

LOXhome may use fixed catalogue prices, approved pricing ranges, provider quotations or other disclosed pricing methods. The applicable pricing method should be communicated before the Customer commits to the booking.

Where a Provider needs to inspect or consult with the Customer before confirming the final price, the Provider must communicate any proposed price change through the approved LOXhome process.

A revised price may be necessary because of a change in the scope of work, additional materials or parts, unforeseen technical complexity, conditions discovered during inspection or other reasonable circumstances affecting the work.

No additional charge or revised price should be imposed without the Customer’s clear approval before the additional work proceeds.

If the Customer rejects the revised price, the parties should discuss an appropriate alternative, including proceeding with the original agreed scope where feasible, rescheduling or cancelling in accordance with the applicable cancellation rules.

Providers must not misrepresent the original scope, deliberately underquote to secure a booking or pressure Customers into approving additional charges.

Payments may be collected through payment channels made available by LOXhome, including authorised payment service providers. The price is approved before the service proceeds, and payment is made after the service is completed: once the Provider marks the job complete, the Customer is asked to confirm completion or report a problem, and then pays the approved amount, together with any separately disclosed and approved charges.

Online payment becomes available once the Customer has confirmed completion or the review period in section 13 has passed. Where the Customer has reported a problem, online payment waits until LOXhome has reviewed it. Where cash payment is permitted, the Customer may instead pay the Provider in cash, and the Provider records the cash payment in the app.

LOXhome may deduct an applicable platform commission or fee in accordance with the pricing or provider agreement communicated to the relevant party.

A Provider’s earnings for a job become payable only after LOXhome has received the Customer’s payment for that job. On a job paid in cash, the Provider receives the full amount from the Customer, and LOXhome’s commission or fee on that job becomes an amount the Provider owes LOXhome. LOXhome may set amounts a Provider owes against that Provider’s future earnings before they are paid out, and the Provider may also settle them in the app. Where the amount owed exceeds the limit communicated in the app or in the Provider Agreement, LOXhome may pause new job offers to that Provider until it is settled.

Provider earnings may be recorded under operational statuses: Pending (payment or completion is awaiting confirmation or review); Available (the amount is cleared and eligible for payout); and Paid (the payout has been processed).

These statuses are administrative descriptions and do not remove any rights or obligations under applicable law or the relevant agreement. LOXhome may retain funds temporarily where reasonably necessary to confirm a transaction, process a refund, investigate a genuine dispute or comply with a legal obligation. Any disputed hold should be limited to the amount reasonably connected to the issue, reviewed promptly and communicated to the affected party.

LOXhome will not treat an internal ledger entry alone as authority to debit a Provider’s personal bank account. Any recovery, deduction or set-off must have a valid contractual or legal basis and be properly documented.

• Provide accurate service information and reasonable, safe access to the service location.
• Treat Providers respectfully and disclose known conditions that may materially affect safety or the work.
• Confirm the scope and price before work begins.
• Approve additional work or charges before they are undertaken.
• Make payment in accordance with the approved booking terms.
• Report concerns promptly and honestly.
• Avoid harassment, discrimination, threats, fraud or abusive conduct.

Customers should not request Providers to perform unlawful, unsafe or materially different work outside the agreed scope without appropriate discussion and approval.

Providers agree to:

• Provide accurate profile, qualification and experience information.
• Accept only work they are reasonably competent and equipped to perform.
• Arrive within the agreed service window and notify LOXhome promptly of delays or inability to attend.
• Communicate professionally with Customers and carry out accepted work with reasonable care, skill and diligence.
• Use suitable tools, materials and safety practices and obtain any professional licence or permit required for the work.
• Obtain approval before undertaking additional work or charging additional amounts.
• Protect customer property and personal information.
• Maintain accurate job and payment records.
• Report incidents, accidents, damage or safety concerns promptly.
• Follow applicable laws and relevant LOXhome policies.

Providers must not misrepresent qualifications or capabilities, deliberately inflate or manipulate quotations, demand unauthorised payments, use customer information for unrelated purposes, harass or defraud Customers, falsify job completion or payment information, or circumvent LOXhome in a manner prohibited by a separate, clearly disclosed Provider Agreement.

Providers are independent service professionals and are not employees of LOXhome merely because they use the Platform. Subject to their separate agreements and applicable law, Providers retain control over their professional methods and business operations.

Providers are responsible for their own income tax and applicable statutory obligations, employees or subcontractors where applicable, tools and equipment, professional conduct and workmanship, and insurance, licences or permits required by law.

The description of Providers as independent professionals does not remove any legal responsibility that may arise from LOXhome’s own conduct or obligations under applicable law.

Providers are expected to arrive within the agreed time window. Where a Provider anticipates a delay, the Provider must notify LOXhome as early as reasonably possible and provide an updated estimated arrival time.

LOXhome will communicate relevant updates to the Customer and may assist with rescheduling or identifying an alternative Provider. Where a Provider fails to attend without reasonable notice or explanation, LOXhome may investigate and take proportionate action under its Provider Agreement and operational policies.

Customers should also communicate promptly if they are unavailable or need to reschedule.

A Customer or Provider may request cancellation or rescheduling through the official LOXhome channels. The applicable cancellation outcome may depend on whether a Provider has accepted the booking, whether the Provider has travelled to the location, whether work has commenced, whether materials or other approved costs have been incurred, who initiated the cancellation, the reason for cancellation and any applicable legal rights.

Any cancellation fee or other charge must be clearly disclosed before the Customer commits to the booking and must comply with applicable law.

A Provider cancellation or no-show may result in a replacement attempt, rescheduling or refund, as appropriate. No party will automatically be considered responsible solely because a cancellation occurred. LOXhome may review the circumstances and evidence before determining any appropriate remedy.

Following completion of a job, the Provider may submit a completion confirmation through the relevant LOXhome process. The Customer may be asked to confirm completion or report an issue within the stated review period.

Where a Customer raises a genuine concern, LOXhome may investigate before finalising the relevant payment or dispute process. A failure to respond to a completion request does not automatically extinguish a Customer’s statutory rights or prevent a genuine complaint from being considered.

LOXhome aims to resolve complaints fairly and impartially. A Customer or Provider may report incomplete or unsatisfactory work, a Provider no-show or cancellation, unauthorised price changes, property damage, payment errors, misconduct, fraud, safety concerns or other issues connected with a booking.

LOXhome may request relevant information from both parties, including communications, photographs, booking records, quotations, timestamps and other reasonable evidence.

Depending on the circumstances, possible remedies may include clarification of the agreed scope, a return visit or corrective work, rescheduling or replacement, partial or full refund where justified, release of undisputed Provider earnings, and coaching, restrictions or other proportionate action.

No party will automatically be considered at fault solely because a complaint has been made. Refunds will be processed through the relevant payment channel and subject to applicable payment-provider procedures and legal requirements. Nothing in this section limits any non-excludable consumer rights under Nigerian law.

Where a genuine dispute arises, LOXhome may temporarily restrict the relevant booking, transaction or disputed earnings where reasonably necessary to protect the parties or investigate the issue. Any such action should be proportionate, limited to what is reasonably necessary, reviewed within a reasonable period, and communicated to affected parties where appropriate. Unrelated or undisputed funds should not be unnecessarily restricted.

Users may be given an opportunity to provide an explanation or supporting evidence before a final decision, except where immediate action is reasonably necessary to address a safety, fraud or legal risk.

Users must prioritise personal safety. Where there is an immediate risk to life, serious injury, fire, gas leak, electric shock, violence or another emergency, affected persons should contact the appropriate emergency services first.

LOXhome should be notified as soon as reasonably possible after immediate safety needs have been addressed. LOXhome may suspend a booking, restrict access or take other proportionate measures while an incident is investigated.

LOXhome is a service marketplace and coordination platform, not an emergency response organisation.

Users must not use LOXhome for illegal activities; submit false, misleading or fraudulent information; interfere with Platform security or operation; harass, threaten, abuse or exploit another user; infringe intellectual property; manipulate ratings, reviews, bookings or payments; upload malicious software or unauthorised content; misuse another user’s personal information; or engage in conduct that creates an unreasonable safety or financial risk.

There is no tolerance for objectionable or abusive content or conduct on LOXhome. Users can report a message, a person they were matched with, or content such as a portfolio post, from within the app. LOXhome reviews reports promptly, may remove the content, and may restrict, suspend or terminate the account responsible in accordance with section 18.

LOXhome may suspend, restrict or terminate an account where there are reasonable grounds to believe that a user has committed fraud or serious misconduct, repeatedly breached these Terms or a separate applicable agreement, created a serious safety or security risk, misused personal information, provided materially false information, failed to meet essential service or payment obligations, or engaged in conduct that materially harms the Platform or its users.

Where reasonably practicable, LOXhome will communicate the reason for the action and provide an opportunity to respond or appeal. Immediate temporary restrictions may be imposed where necessary to address serious safety, fraud or legal risks.

Termination does not remove accrued payment obligations, lawful claims or rights that are intended to survive termination.

A user may close their account at any time by deleting it in the app or at loxhome.app/delete-account. The Privacy Policy explains what happens to their information when they do.

The LOXhome name, logo, branding, Platform design, software, text, graphics and other proprietary materials belong to Loxhome Ltd or its relevant licensors. Users may not copy, reproduce, modify, distribute or commercially exploit LOXhome intellectual property without prior written permission, except as permitted by law.

Users retain ownership of content they independently create, subject to any limited permission reasonably necessary for LOXhome to display or use that content in connection with the Platform and the relevant service.

Customers and Providers may be permitted to submit reviews or ratings relating to completed bookings. Reviews must be honest, relevant and based on genuine experience. Users must not submit fraudulent, defamatory, abusive, discriminatory or misleading reviews.

LOXhome may moderate or remove content that violates these Terms or applicable law. Where practicable, moderation decisions should be based on clear reasons and applied fairly.

LOXhome may update, improve, suspend or discontinue parts of the Platform where reasonably necessary for maintenance, security, legal compliance or business operations. We will take reasonable steps to minimise disruption and communicate material service changes where appropriate. We do not guarantee uninterrupted or error-free access to the Platform.

LOXhome will perform its own marketplace, coordination, payment-facilitation and support obligations with reasonable care and in accordance with applicable law. Providers remain responsible for the professional services they independently undertake, including their workmanship, conduct, qualifications and compliance with applicable requirements. Customers remain responsible for providing accurate information, safe access and payment for approved services.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by Nigerian law, including liability arising from fraud, wilful misconduct, negligence or non-excludable consumer rights.

To the extent permitted by law, LOXhome is not responsible for loss arising solely from circumstances beyond its reasonable control. However, this provision does not excuse LOXhome from its own legal obligations or responsibility for its own acts or omissions.

A user may be responsible for losses, claims or reasonable costs directly arising from that user’s fraud, unlawful conduct or material breach of these Terms, to the extent permitted by applicable law.

Nothing in this clause creates an obligation to indemnify LOXhome for its own negligence, fraud, unlawful conduct or other liability that cannot legally be transferred.

The Platform may rely on third-party payment processors, communication providers, hosting services and other technology providers. Use of those services may be subject to their own terms and privacy policies.

LOXhome will take reasonable steps to manage third-party service providers engaged to support its operations, but cannot guarantee the independent performance of services outside its control.

Use of LOXhome is also governed by the LOXhome Privacy Policy, which explains how personal information is collected, used, stored and shared. By using LOXhome, you acknowledge that you have been given access to the Privacy Policy. Where consent is legally required for a particular processing activity, it will be requested separately.

LOXhome may revise these Terms to reflect changes in its services, operations, legal obligations or business model. Material changes will be communicated through appropriate channels and will take effect on the stated effective date.

Where a change materially affects an existing agreement or booking, LOXhome will take reasonable steps to notify affected users and obtain any acceptance required by law. Continued use of the Platform after updated Terms take effect constitutes acceptance only to the extent permitted by applicable law.

These Terms are governed by the laws of the Federal Republic of Nigeria. Where a dispute arises, the parties should first attempt to resolve it through good-faith communication and the relevant LOXhome complaint process.

Where the dispute cannot be resolved amicably, either party may pursue any remedy available before a court or competent regulatory body in Nigeria. Nothing in this clause prevents a Customer or Provider from exercising a statutory right to approach a relevant regulator or court.

If any provision of these Terms is held to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

These Terms, together with the LOXhome Privacy Policy and any applicable separate Provider Agreement or booking-specific terms, constitute the relevant agreement governing use of the Platform.

Where a separate written Provider Agreement contains specific provisions governing the relationship between LOXhome and a Provider, those provisions will apply to the extent of any inconsistency concerning that relationship, subject to applicable law.

For questions, complaints or formal notices concerning these Terms, contact:

LOXHOME LTD | RC 9922436 Lagos State, Nigeria Email: team@loxhome.app Telephone: +234 903 984 1373 / +234 907 366 1856