These Terms & Conditions ("Terms") form a binding contract between you and Haandi Ltd ("Haandi", "we", "us"). By creating an account, booking a service, registering as a provider, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

1. Definitions

2. Eligibility

• You must be at least 18 years old to use the Service.
• You must hold a valid national ID or passport for KYC verification.
• Providers must additionally hold (a) a Haandi Academy certification or recognised equivalent qualification, (b) a valid mobile-money account, and (c) Police clearance and any other regulatory approvals required for their service category.
• You must not be barred from using the Service by court order or by Haandi following a previous violation of these Terms.

3. Account Registration & Security

1. You must provide accurate, current, and complete information when registering and keep it up to date.
2. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
3. You must notify Haandi without undue delay if you suspect unauthorised access to your account.
4. One person may not maintain more than one Client account or more than one Provider account, except with Haandi's written approval.

4. Bookings

4.1 Placing a Booking

A Booking is created when a Client confirms the service, location, and price through the Service. Until a Provider accepts the Booking, no contract for the underlying service is formed.

4.2 Acceptance & performance

Upon Provider acceptance, a service contract is formed between the Client and the Provider. Haandi acts as an intermediary that connects the parties and facilitates payment, identity verification, and dispute resolution.

4.3 Pricing

• Listed prices are inclusive of all applicable taxes and the Service Fee.
• Prices may vary by service, location, time of day, and Provider tier.
• For complex jobs (e.g., extensive plumbing or electrical work), the Provider may quote on-site after inspection; the Client may accept or decline.

4.4 Cancellation

Provider cancellation: Providers must cancel at least 4 hours before the scheduled start. Late cancellations and no-shows by Providers may result in tier downgrades and account suspension.

5. Payments

1. All payments are processed via MoMo (or any other payment method displayed in-app).
2. Client funds are held in escrow until service completion is confirmed by both parties.
3. Funds are released to the Provider — net of Haandi's Service Fee — within 60 seconds of confirmed completion.
4. If the Client does not confirm or dispute within 24 hours of service completion, the funds are deemed released to the Provider.
5. Cash payments are permitted only in limited circumstances; the Provider must mark the Booking complete and Haandi's Service Fee remains payable on the listed price.

6. Service Fee & Subscriptions

• The standard Service Fee is 12% of the Booking value, retained by Haandi.
• Providers in higher career tiers may benefit from a reduced Service Fee (10% Gold, 8% Platinum).
• Haandi Plus (Client subscription) and Haandi Pro (Provider subscription) are billed monthly via MoMo.
• Subscriptions auto-renew unless cancelled at least 24 hours before the next billing date.

7. Provider Obligations

1. Deliver services with reasonable care, skill, and professionalism, in line with Academy training and stated category standards.
2. Arrive on time, in appropriate uniform/PPE where applicable, and properly equipped.
3. Treat Clients and their property with respect.
4. Comply with all applicable Rwandan laws, including labour, safety, and tax laws.
5. Maintain a minimum average rating of 3.5 stars; Providers below 3.0 stars after 20 jobs may be suspended.
6. Not solicit Clients for off-platform business; doing so is a material breach.
7. Not perform services outside the categories for which they are certified.

8. Client Obligations

1. Provide accurate Booking information, including precise location and access details.
2. Be present (or arrange access) at the scheduled time.
3. Treat Providers with respect and ensure a safe working environment.
4. Pay the agreed price promptly via MoMo or other approved means.
5. Not use the Service for any unlawful purpose.

9. Service Guarantee

Haandi guarantees the quality of every Booking. If you are not satisfied:

• Notify Haandi within 24 hours of service completion.
• If your concern is verified, Haandi will arrange a re-service at no additional cost or, where re-service is not possible, refund up to the full Booking value in line with the Refund Policy.

10. Liability

10.1 Haandi's role

Haandi is a marketplace and a facilitator. The contract for the underlying service is between Client and Provider. Haandi does not directly provide the underlying service except where expressly stated.

10.2 Limits of liability

• To the maximum extent permitted by Rwandan law, Haandi's total liability to any user in respect of any Booking is capped at the lesser of (a) RWF 5,000,000 or (b) ten times the Booking value.
• Haandi is not liable for indirect, incidental, special, or consequential losses including loss of profit, loss of business, or loss of data.
• Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

10.3 Insurance backing

Haandi maintains group public liability and professional indemnity cover for certified Providers, plus client property and service-quality cover, through licensed Rwandan insurance partners. Details are available on request and cover is described in our Insurance Programme summary.

11. Prohibited Conduct

You must not:

• Use the Service to commit fraud, money laundering, or any other illegal activity.
• Harass, threaten, or discriminate against any user or Provider.
• Reverse-engineer, scrape, or copy the Service or its data.
• Upload malicious code or attempt to interfere with platform availability.
• Misrepresent your identity, qualifications, or service category.
• Create fake bookings, fake reviews, or otherwise manipulate the rating system.

12. Intellectual Property

All trademarks, logos, software, content, and curricula on the Service are the property of Haandi Ltd or its licensors. You receive a limited, non-exclusive, revocable licence to use the Service for its intended purpose. You may not reproduce, redistribute, or create derivative works without our written consent.

13. Privacy

Our handling of personal data is governed by the Privacy Policy, which is incorporated into these Terms by reference.

14. Termination

• You may close your Account at any time through the Service or by emailing support@haandi.rw.
• Haandi may suspend or terminate your Account for material breach of these Terms, suspected fraud, regulatory reasons, or persistent low ratings.
• On termination, accrued payment obligations survive; statutory record-retention requirements continue to apply.

15. Dispute Resolution

1. You agree to first attempt to resolve any dispute by contacting our customer-support team via the in-app chat or support@haandi.rw. We will respond within 5 business days.
2. If a dispute is not resolved within 30 days, either party may refer the matter to mediation under the Rwanda Mediation and Arbitration Centre (KIAC) rules.
3. Failing mediation, the dispute will be finally settled by arbitration under KIAC rules, in Kigali, in English.
4. Nothing prevents either party from seeking interim or emergency relief from the courts of Rwanda.

16. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Rwanda. The courts of Rwanda have exclusive jurisdiction subject to clause 15.

17. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified at least 14 days before they take effect, by email, in-app notice, or SMS. Continued use of the Service after the effective date constitutes acceptance.

18. General

• Severability: if any provision of these Terms is held unenforceable, the remaining provisions remain in full force.
• Assignment: you may not assign your rights or obligations without our consent. We may assign our rights to a successor in business.
• No waiver: failure to enforce any right is not a waiver of that right.
• Entire agreement: these Terms, together with the Privacy Policy and Refund Policy, constitute the entire agreement between you and Haandi.
• Force majeure: Haandi is not liable for failures caused by events beyond its reasonable control, including acts of government, natural disasters, or telecommunications failures.