Terms of Service

What follows from that, plainly:

• The contract to do the work is between you and the provider. Uven is not a party to it.
• We do not supervise, direct or control how a provider works, what time they arrive, or what standard they reach.
• We do not guarantee the quality, safety, legality or outcome of any service booked through the Platform.
• We do not set the provider's price. We charge our own fee, separately and visibly, for running the Platform.

We do check providers before they can take work (section 06), we do hold your money until you are satisfied (section 10), and we do decide disputes (section 16). Those are things a marketplace does to make itself safer to use. None of them makes Uven the provider of the service, and nothing elsewhere in these terms should be read as if it did.

You must be at least 18 years old and legally able to enter into a contract. Uven is not for children, and we do not knowingly allow anyone under 18 to hold an account. If we find one, we close it.

You must give accurate information when you register and keep it current. One person, one account: do not create an account for someone else, do not use a false identity, and do not let anyone else use yours.

Uven operates in Ghana. The Platform is intended for people booking and performing services in Ghana, and we make no claim that it is appropriate or available anywhere else.

You sign in with your phone number. Keep your password and your one-time codes to yourself — anyone who has them can act as you, including spending money held in your wallet. We will never ask you for your password or a one-time code, by any channel.

You are responsible for what happens on your account. Tell us immediately at support@uven.app if you think someone else has access to it. Our Security Policy explains how sessions and devices work and how to end a session you do not recognise.

Before a provider can take work, we verify their identity and may ask for documents, a government identification number, and evidence of any licence their trade requires. We can suspend or remove a provider who fails a check, misrepresents themselves, or is reported for unsafe or dishonest behaviour.

These checks reduce risk; they do not eliminate it. We cannot guarantee that a check is complete or current, that a provider will behave as they did before, or that a provider is suitable for your particular job. Use your own judgement: read the reviews, ask questions in chat before you book, and do not let anyone into your home you are not comfortable with.

You choose a service, answer the questions that describe your job, give the address and a time, and see a price. A booking exists once you confirm it and it is accepted. Until then nothing is agreed and no money is held.

For larger or less standard work you can instead post a brief describing what you need. Providers respond with proposals, you compare and choose one, and the booking is formed on the proposal you accept. A proposal can be structured as milestones — stages that are delivered, approved and paid one at a time.

Describe the job honestly. Price and duration are worked out from what you tell us. If the job on the day is materially different from the job you described, the provider may raise a change order (section 09), and you may be charged for a wasted visit under the cancellation policy.

A price on Uven has two parts, and we show them separately: the provider's price for the job, and Uven's platform fee for running the Platform. The total you will pay is shown before you confirm. You are never charged more than the total you confirmed unless you approve a change order.

How the number is produced. Prices on Uven are calculated automatically, by fixed rules, from the details you give: the service, the answers to the questions asked, the size or quantity, the distance to the job, the time, and any options you add. Providers set and adjust their own rates within those rules. Because the calculation runs on what you enter, an inaccurate answer produces an inaccurate price.

The platform fee. The fee is ours, not the provider's, and it is charged for operating the Platform — matching, payment handling, escrow, support and dispute resolution. It is calculated on a sliding scale and varies with the type of booking, so we do not publish a single percentage here; a rate quoted in an advertisement or an older document does not override the figure shown to you at checkout. The fee shown on your booking before you confirm is the fee that applies to it, and it is fixed at that point — a later change to our fee schedule does not alter a booking already made. Any tax we are required to charge applies to our own fee, not to the provider's price.

Once you confirm, the price is locked. If the job turns out to need more work — a bigger repair, an extra room, a part that has to be bought — the provider must submit a change order describing the change and the new amount.

• A change order has no effect until you approve it. There is no threshold below which a price change happens by itself.
• If you approve it, the money held must cover the new total before the change takes effect. You will be asked to add the difference. If it is not funded, the change order does not take effect.
• If you decline it, the agreed price stays exactly as it was. The provider may then complete the job as originally agreed, or the booking may be cancelled under the cancellation policy.
• If the booking is cancelled or ends while a change order is still open, that change order is cancelled with it. It is never treated as approved.

Do not agree to extra work outside the Platform. A verbal agreement with a provider on site is not a change order, is not covered by escrow, and cannot be enforced by us in a dispute.

You can pay by card, by mobile money, from your Uven wallet balance, or — where the provider offers it — in cash on the day. Card and mobile money payments are handled by licensed payment processors. Uven never holds your full card number, your card security code, or your mobile money PIN; see the Privacy Policy for exactly what we store.

When the money is released

Money leaves escrow and goes to the provider in one of two ways:

• You approve the work. The provider marks the job or the milestone complete, you check it and approve, and the funds are released. This is the normal path and the fastest one for everyone.
• You do nothing and the waiting period runs out. If you neither approve nor raise a problem, the funds are released automatically: 48 hours after completion for a standard booking, and 72 hours after delivery for each milestone of a proposal job. A recurring subscription settles at the end of each cycle plus 24 hours.

Automatic release exists so a provider is not left unpaid by silence. It is not an admission that the work was good. If something is wrong, say so before the period runs out — it is far easier to hold money than to recover it.

Milestone jobs. On a proposal job billed in stages, each milestone is funded, delivered, approved and released on its own. Money you put up for one stage pays for that stage and is not used for another. The amount asked for a stage may be itemised as the stage's own price plus that stage's share of the platform fee; that is the same fee split across the job, not an extra charge.

Where a provider accepts cash, you pay them directly for the job. Cash is not held in escrow, so the protection that escrow gives you — money held until you approve — does not apply to a cash payment. Record the payment in the app so there is a record of it.

Uven's fee and the provider's commission are still due on a cash job, and we collect them separately from the provider. That is between us and them; it does not change what you owe.

A recurring plan books the same service on a repeating schedule. You need a wallet balance or a saved card or mobile money account, and by subscribing you authorise us to charge that saved payment method automatically at the start of each billing cycle. Funds for a cycle are held in escrow the same way a one-off booking is, and settle at the end of that cycle.

• You can skip the next visit, pause, resume or cancel from the app at any time. Cancelling stops future cycles; it does not undo a cycle already paid for and performed.
• Changing a scheduled visit close to the day is treated as a cancellation of that visit under the cancellation policy.
• If a payment fails three times in a row, we pause the plan automatically rather than keep retrying. You can resume it once the payment method works.
• If the provider does not attend a cycle, that cycle's funds are refunded to you automatically.

Keep your saved payment method current. A subscription that cannot charge cannot hold your slot.

Some bookings involve several services together, or a crew of providers on one job. The money is still handled as one booking, but each provider is responsible only for their own part and is paid only their own share.

• If one member of a crew does not turn up, their share is refunded to you automatically. The rest of the job stands.
• If one service in a bundle cannot be filled, we look for a substitute provider first. If none can be found, that part is refunded to you and the rest goes ahead.

You do not have to file a dispute for either of these. They happen on their own.

You can cancel a booking from the app. What you get back depends on how close to the appointment you cancel and how much has already been done. A provider who has already travelled, bought materials or started work has incurred a real cost, and the cancellation policy reflects that. The exact windows and the amounts retained are set out in the cancellation and refund policy in the Uven app, which applies in full; we do not restate the numbers here so that there is only one place they can be wrong.

Rescheduling is not free of the same logic: a change made very close to the appointment may be treated as a cancellation of that visit.

Some refunds happen automatically, with nothing for you to do: a provider no-show, a crew member who does not attend, a part of a bundle that cannot be filled, and a missed cycle on a recurring plan. Everything else — work done badly, work not finished, damage — goes through the dispute process in section 16, where the outcome is decided case by case.

A refund goes back the way the money came: to your Uven wallet, or to the card or mobile money account you paid from. Where it goes back to a card or a mobile money account, how long it takes to appear is in the hands of your bank or mobile money operator, not ours.

A refund of the job also refunds the platform fee charged on the refunded amount, in proportion.

If something goes wrong with a job, this is the route. It applies to a problem with a booking, a payment or a provider — not to a legal claim against Uven itself, which is covered by section 26.

Evidence. You, the provider and our staff can attach photos, messages and statements to the dispute. Only the parties to that booking and our staff can see them. Chat messages are kept for 90 days and then permanently deleted, so raise a dispute while the messages still exist and keep your own copies of anything important.

Timing. We aim to respond within 24 hours and to resolve within 5 business days. These are targets, not guarantees; a case needing more evidence takes longer. Money stays held throughout (section 10).

What we can decide. Disputes are decided by a person at Uven, case by case, on the evidence. There is no automatic formula and no AI involvement. The outcome may be: release the money to the provider in full; split it between you; refund you in full; or require the provider to redo the work. Our decision is about the money the Platform is holding and is final as far as that money is concerned.

Deciding a dispute does not make Uven a party to the job or a judge of your legal rights. Nothing here takes away a right you have under Ghanaian law to pursue the provider directly.

Reviews are what make a marketplace usable, so we protect them. A review must describe your own genuine experience of a job you actually booked. Be honest, be specific, and stick to the service.

Do not post a review that:

• is false, or describes a job you did not book;
• was paid for, traded, or written in exchange for a discount or a refund;
• contains abuse, threats, hate speech, or an attack on someone's identity;
• publishes someone's personal details — a phone number, an address, an identification number;
• is about something the provider did not control, such as the weather or our own fees.

We may remove a review that breaks these rules, and we may restrict an account that posts them repeatedly. We do not remove a review simply because it is negative, and we do not let a provider pay to have one taken down. A provider can reply to a review, and can report one for review.

Reviews are the opinions of the people who wrote them, not statements by Uven. Your review, once posted, stays visible on the provider's profile as part of their record; you can ask us to remove one you wrote and we will consider it.

Providers come into your home and your business. Treat them as you would want to be treated in someone else's. You agree not to:

• harass, threaten, abuse or discriminate against a provider or anyone else, on any ground;
• ask a provider to do something illegal, unsafe, or outside what was booked;
• take a job off the Platform to avoid fees after meeting a provider through Uven, or pay outside the Platform for work booked on it;
• use the Platform to commit fraud, launder money, or pay for anything illegal;
• misuse a refund, dispute or chargeback process to get a service for free;
• copy, scrape, reverse-engineer, overload or attack the Platform, or try to reach data that is not yours;
• impersonate anyone, or misrepresent who you are or what a job involves.

Breaking these rules can cost you your account (section 24), and serious conduct will be reported to the authorities. If you feel unsafe during a job, stop it, get to safety, and report it to us at support@uven.app.

Content you post — job photos, a brief, a review, a message, a profile picture — stays yours. You are responsible for it, and by posting it you confirm you own it or have the right to share it, and that it does not break anyone else's rights.

The licence. By posting content you grant Uven a non-exclusive, worldwide, royalty-free licence to host, store, copy, resize, adapt for display, and show that content for the purpose of operating and promoting the Platform. That includes showing a job photo to the provider quoting on it, showing your review on a provider's profile, and featuring content in our own marketing of the Platform. It does not include selling your content or licensing it to anyone else for their own purposes.

How the licence ends. Delete content and the licence ends for future use. Closing your account removes your account record and your identifiers, but past bookings, payments, disputes and the records attached to them are kept in de-identified form because the law requires it and because a booking also belongs to the other party — so content that forms part of such a record may remain for as long as we must keep it. Section 11 of the Privacy Policy sets out exactly what deletion does and how to ask for fuller erasure.

We may review, refuse or remove content that breaks these terms, and we may hold an upload for moderation before it is shown publicly. We are not obliged to monitor everything posted, and we do not endorse content posted by users.

Not every photo you see is a photo of that provider's work. Where a provider has not uploaded their own images, we may attach a licensed stock photograph to their listing so it is not blank. Those images come from stock services such as Pexels, Unsplash and Pixabay, or from our own library, and we record the source and licence for each one.

A stock image is owned by neither Uven nor the provider whose listing it appears on. It illustrates the type of service; it is not evidence of that provider's workmanship, and a person appearing in a stock photograph is a model who has no connection to the provider and endorses nothing. If you want to see a provider's real work, ask them in chat before you book.

The Platform itself — the software, the design, the text, the graphics, the databases, and the name and logo "Uven" and our other marks — belongs to Uven Tech Ltd or to those who licensed it to us, and is protected by copyright, trade mark and other laws.

We grant you a personal, limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose while these terms are in force. You may not copy, modify, distribute, sell, lease, reverse-engineer or create derivative works from any part of it, remove any notice of ownership, or use our name or logo without our written permission.

If you send us an idea or a suggestion for the Platform, we may use it without owing you anything for it.

The Platform is provided as it is and as it is available. To the fullest extent Ghanaian law allows, we exclude implied warranties of merchantability, fitness for a particular purpose and non-infringement, and we do not promise that the Platform will be uninterrupted, error-free, or secure against every attack.

Because Uven is an intermediary (section 02), we do not warrant and are not responsible for: the quality, timeliness, safety or legality of any service a provider performs; a provider's statements about themselves, their qualifications or their prices; whether a provider and a customer will actually deal well with each other; or loss or damage caused by a provider at your property. Those are matters between you and the provider, and the dispute process in section 16 is how we help with them.

Third-party services we rely on — payment processors, mapping, messaging and cloud providers — have their own terms, and we are not responsible for their acts or outages.

Nothing in this section limits liability that cannot be limited under Ghanaian law — including liability for death or personal injury caused by our negligence, and for our own fraud.

Subject to that, and to the fullest extent the law allows:

• We are not liable for indirect, incidental, special, consequential or punitive loss, or for loss of profit, revenue, data, goodwill or opportunity, however it arises.
• Our total liability to you for all claims connected with a booking is limited to the amount you paid through the Platform for that booking. For claims not connected with a particular booking, it is limited to the total platform fees you paid us in the six months before the claim arose.
• These limits apply whether the claim is in contract, in tort, under statute or otherwise, and they survive termination.

Indemnity. You agree to indemnify and hold harmless Uven Tech Ltd, its directors, employees and agents against claims, losses, liabilities, damages, costs and reasonable legal fees arising out of: your use of the Platform; your breach of these terms or of any law; content you post; your dealings with a provider; and any harm you cause to another user or their property. We will tell you promptly of any claim we are indemnified against and will not settle it without talking to you first.

You can leave at any time. Delete your account in the app, or email support@uven.app. We will ask you to confirm it is you. If you have a booking in progress, an unsettled payment or an open dispute, we finish that first.

We can suspend or close an account if you break these terms or a policy that forms part of them, if we reasonably suspect fraud, abuse or illegal activity, if you put someone's safety at risk, if you repeatedly no-show, or if we are required to by law. Where it is reasonable and lawful to do so we will tell you why and give you a chance to put it right; where the risk is serious we may act immediately.

What happens to money. Closing an account does not cancel what is already owed. Funds held in escrow for a booking still run through their normal course — approval, automatic release, refund or a dispute decision — and any balance due to you after that is paid out to you. We may hold funds for as long as we reasonably need to in order to settle a dispute, a refund or an investigation.

We may also stop offering the Platform, or a part of it, on reasonable notice. Sections that by their nature should survive — fees already due, content licences on retained records, disclaimers, liability limits, indemnity and governing law — survive termination.

We update these terms as the Platform and the law change. The date at the top always shows when they last changed, and this page is always the current version — because the apps link here, the version you see here is the version that applies.

If a change materially affects your rights or your money — how fees work, how escrow is released, how disputes are decided, or how we limit our liability — we will tell you in the app or by email before it takes effect, and give you a reasonable period to read it.

Continuing to use the Platform after a change takes effect means you accept the changed terms. We record that acceptance — the version you accepted and when — so that both of us can tell which version governed a given booking. If you do not accept a change, stop using the Platform and close your account; a booking made before the change continues under the terms that applied when you made it.

These terms, and any dispute or claim arising out of them or out of your use of the Platform, are governed by the laws of the Republic of Ghana, without regard to conflict-of-laws rules.

The courts of Ghana have exclusive jurisdiction over any such dispute or claim, and you and we both submit to them.

Before going to court, please use the routes that are quicker: for a problem with a booking, the dispute process in section 16; for anything else, email support@uven.app and give us 30 days to put it right. For a complaint about how we handle your personal data, email privacy@uven.app; you can also complain to the Data Protection Commission of Ghana at any time, as set out in our Privacy Policy.

The rest of the legal plumbing. If a court finds part of these terms unenforceable, the rest stays in force. Our not enforcing something on one occasion does not waive it. You may not transfer your rights under these terms to anyone else; we may transfer ours to a company that takes over our business, and will tell you if we do. These terms, with the documents named in section 01, are the whole agreement between you and Uven about the Platform. There is no partnership, employment or agency between us.