Terms & Conditions (Customers)

1. About these terms

These Terms & Conditions (“Terms”) form a legally binding agreement between you (“Customer”, “you”) and Flexi Book Services (“Flexi Book”, “we”, “us”), the operator of the platform at www.flexibookservices.com and any related mobile applications (the “Platform”). By creating an account, making a booking, sending an enquiry, or otherwise using the Platform, you confirm that you have read, understood and agree to be bound by these Terms, our Privacy Policy, our Cookie Policy, and (where applicable) the Artisan Agreement. If you do not agree, do not use the Platform.

These Terms are entered into electronically and constitute an “electronic record” under the Electronic Transactions Act, 2008 (Act 772) of Ghana. Your acceptance (by ticking a box, clicking “Sign up”, “Book” or similar, or by continuing to use the Platform) has the same legal effect as a handwritten signature.

2. Definitions

• Artisan / Service Provider: an independent professional listed on the Platform.
• Booking: a request, accepted by an Artisan, to perform a Service.
• Service: the work the Artisan performs (e.g. plumbing, electrical, AC, cleaning, hair, makeup, catering).
• Connection Fee: the non-refundable platform fee charged at booking.
• Service Charge: a 3% customer fee added to the service total at checkout.
• Commission: the 10% (default, may range up to 20%) platform commission deducted from the Artisan’s payout.
• Deposit: the upfront amount (minimum 30%) required before full Artisan contact details are released.

3. Who we are and what the Platform does

• Trading name: Flexi Book Services
• Registered address: [REGISTERED ADDRESS, ACCRA, GHANA]
• Email: do-not-email
• Phone & WhatsApp enquiries: +233 20 856 6604

Flexi Book Services is an online intermediary that connects customers in Ghana with independent Artisans. We do not employ Artisans, we do not perform the Services ourselves, and we are not a party to the contract for the Service itself. That contract is between you and the Artisan.

4. Eligibility and account

• You must be at least 18 years old and able to enter a legally binding contract under Ghanaian law.
• You must provide accurate, current and complete information and keep it updated.
• You are responsible for safeguarding your password and for all activity under your account.
• You must notify us immediately of any unauthorised use at do-not-email.
• One person, one account. We may refuse, suspend or close duplicate or fraudulent accounts.

5. How a booking works

1. You browse Artisans and submit a booking request with date, time and details.
2. You pay the Connection Fee, the 3% Service Charge and the Deposit (min. 30%).
3. The Artisan confirms availability and may agree a final price with you.
4. Once confirmed, you and the Artisan receive each other’s booking contact details.
5. The Service is performed; you confirm completion in your dashboard.
6. Funds (less Commission and processing fees) are released to the Artisan.
7. You may leave a review.

6. Pricing, fees and payment

Every booking made through Flexi Book Services is subject to the following charges, regardless of where the balance is paid:

• Connection Fee: mandatory and non-refundable, charged at booking.
• Customer Service Charge: 3% of the service total, added to the amount you pay.
• Commission: 10% (default) of the agreed job value, deducted from the Artisan’s payout. May range up to 20% for special categories.
• Deposit: minimum 30% of the agreed job value upfront, before full Artisan contact details are released.
• All prices are in Ghana Cedis (GHS) unless stated otherwise.
• Where applicable, prices are inclusive of VAT, NHIL, GETFund and COVID-19 Health Recovery Levy at the prevailing rate.
• Online payments are processed by licensed third-party payment service providers regulated under the Payment Systems and Services Act, 2019 (Act 987). Their terms apply to the payment leg of the transaction.

7. Off-platform transactions and anti-bypass

You agree not to bypass the Platform to avoid the Connection Fee, Deposit, Service Charge or Commission on any introduction made through Flexi Book Services. Any attempt to do so may result in:

• Suspension or termination of the offending account(s);
• A permanent ban from the Platform;
• Recovery of unpaid platform fees as a debt due.

Flexi Book Services is not responsible for, and provides no protections in respect of, payments arranged entirely outside the Platform.

8. Cancellations, refunds and disputes

• The Connection Fee and Service Charge are non-refundable once a booking is confirmed.
• Customer cancellation after confirmation may incur a penalty of up to 20% of the agreed job value to compensate the Artisan.
• If the Artisan fails to attend (no-show) or materially fails to deliver the Service, you may request a refund of the Deposit, and the Artisan may receive a warning, suspension or removal.
• Refunds for partly completed work are at the Artisan’s discretion subject to your statutory rights under the Sale of Goods Act, 1962 (Act 137) and applicable Ghanaian consumer-protection laws.
• Raise disputes within 7 calendar days of completion at do-not-email. We will mediate in good faith but are not obliged to refund where the Artisan, not Flexi Book, is at fault.
• Refunds, where due, are made to the original payment method within 14 business days.

9. Customer obligations and conduct

You must:

• Provide accurate booking details, safe access to the location and a safe working environment;
• Be present (or designate a competent adult) at the agreed location and time;
• Treat Artisans with respect and free from discrimination based on tribe, religion, gender, disability or any protected characteristic;
• Pay all amounts due in full and on time;
• Not use the Platform for unlawful purposes, fraud, money-laundering, or to defraud any person;
• Not post false reviews, harass other users, or impersonate another person;
• Not upload content that is illegal, defamatory, hateful, obscene or infringing;
• Not attempt to disrupt, scrape, reverse-engineer, or overload the Platform.

10. Reviews and user content

Reviews must reflect your genuine first-hand experience. By posting content on the Platform you grant Flexi Book Services a worldwide, royalty-free, non-exclusive, transferable licence to host, display, reproduce and adapt it for the operation, promotion and improvement of the Platform. We may remove content that is abusive, irrelevant, inaccurate, defamatory, or appears to be fake. You remain responsible for content you post.

11. Intellectual property

The name “Flexi Book”, “Flexi Book Services”, our logo, design, graphics, content and software are owned by us or our licensors and are protected under the Copyright Act, 2005 (Act 690) and the Trade Marks Act, 2004 (Act 664). You may use the Platform only for its intended purpose. No right or licence is granted by implication.

12. Health, safety and insurance

Artisans are independent contractors responsible for their own tools, vehicles and safety. We strongly recommend you confirm scope of works and that any specialised Artisan (e.g. electrician, gas, structural) holds the relevant qualifications. You are responsible for the safety of your own premises, persons and pets at the work site.

13. Liability and disclaimers

We act solely as an introduction platform. To the maximum extent permitted by Ghanaian law:

• The Platform is provided on an “as is” and “as available” basis without warranties of any kind, express or implied.
• We are not liable for the quality, safety, legality, timeliness or outcome of any Service performed by an Artisan.
• We are not liable for indirect, incidental, special, consequential or punitive losses, loss of profit, loss of data, or loss of business opportunity.
• Our aggregate liability to you in connection with any single booking is capped at the lower of (a) the total fees paid by you to Flexi Book in respect of that booking, or (b) GHS 1,000.
• Nothing in these Terms limits liability for death or personal injury caused by our proven negligence, fraud, or any liability that cannot be excluded by law.

14. Indemnity

You agree to indemnify and hold harmless Flexi Book Services, its officers, employees and agents from any claims, damages, liabilities and reasonable legal fees arising from your misuse of the Platform, your breach of these Terms, your interactions with an Artisan, or your violation of applicable law.

15. Suspension and termination

We may suspend, restrict or terminate your account immediately and without prior notice if you breach these Terms, attempt fraud, harass others, expose us or other users to risk, or where required by law. You may close your account at any time after settling outstanding bookings; sections that by their nature should survive (fees owed, indemnity, IP, liability, governing law) will continue to apply.

16. Force majeure

Neither party is liable for delay or failure to perform caused by events beyond reasonable control, including acts of God, government action, civil unrest, pandemic, power or telecommunications failure, fuel shortage, or strikes.

17. Anti-bribery, anti-money laundering and sanctions

You will comply with the Anti-Money Laundering Act, 2020 (Act 1044), the Office of the Special Prosecutor Act, 2017 (Act 959), and any applicable anti-bribery laws. You will not use the Platform to launder proceeds of crime, finance terrorism or evade sanctions. We may report suspicious activity to the Financial Intelligence Centre and other competent authorities.

18. Cybersecurity and account safety

We operate the Platform in line with the Cybersecurity Act, 2020 (Act 1038). Do not share OTPs, passwords, or attempt to access any system or data you are not authorised to access.

19. Electronic communications and marketing

By using the Platform you consent to receive operational communications (booking confirmations, receipts, dispute updates, security notices) by email, SMS, WhatsApp or in-app message at the contact details you provide. You may opt out of marketing communications at any time using the “unsubscribe” link or by contacting us.

20. Privacy and data protection

We process your personal data as described in our Privacy Policy, in line with the Data Protection Act, 2012 (Act 843). By using the Platform, you authorise us to share necessary booking details with the Artisan you book.

21. Notices

We will give you notices via the Platform, email or SMS to the details on file. You must send legal notices to us in writing at do-not-email with a copy posted to our registered address.

22. Changes to these Terms

We may update these Terms from time to time. The latest version is always posted on the Platform with a new “Version” date. Material changes will be highlighted on the Platform or notified to you. Continued use after the effective date means you accept the updated Terms.

23. Severability and entire agreement

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force. These Terms (with the documents they reference) constitute the entire agreement between you and Flexi Book regarding your use of the Platform and supersede all prior understandings.

24. Governing law and dispute resolution

These Terms are governed by the laws of the Republic of Ghana. The parties will first attempt to resolve any dispute amicably within 30 days of written notice. Failing that, the dispute will be referred to mediation in Accra under the Alternative Dispute Resolution Act, 2010 (Act 798). Any unresolved dispute will be submitted to the exclusive jurisdiction of the competent courts of Accra, Ghana, without prejudice to any mandatory consumer rights you may have.

25. No class actions; individual disputes only

To the maximum extent permitted by Ghanaian law, you and Flexi Book agree that any dispute will be resolved on an individual basis. You waive any right to bring or participate in a class action, representative action, or consolidated proceeding against Flexi Book Services, its directors, officers, employees, agents or affiliates.

26. Right of set-off

We may, without prior notice, set off any amount you owe us (including unpaid Connection Fees, Service Charges, Commission, chargebacks, refunds wrongfully received, or liquidated damages) against any amount we hold for you, including wallet balances, deposits or pending refunds.

27. Liquidated damages for bypass and fraud

Where you (a) bypass the Platform to evade fees, (b) submit a fraudulent chargeback after the Service has been delivered, or (c) procure an Artisan’s contact details and then arrange the work off-Platform, you agree to pay Flexi Book liquidated damages of three (3) times the Connection Fee, Service Charge and Commission that would otherwise have been payable, plus reasonable recovery and legal costs. The parties agree that this sum is a genuine pre-estimate of the loss suffered by Flexi Book and is recoverable as a debt due in the courts of Accra.

28. No warranty by Flexi Book

Flexi Book Services makes no warranty, express or implied, regarding the skill, qualifications, conduct, punctuality, honesty or availability of any Artisan, or the merchantability or fitness for purpose of any work performed. All warranties implied by law are excluded to the maximum extent permitted, save for those that cannot lawfully be excluded under the Sale of Goods Act, 1962 (Act 137)and the consumer-protection laws of Ghana.

29. Third-party beneficiaries

Our directors, officers, shareholders, employees, agents, contractors and affiliates are intended third-party beneficiaries of the indemnity, liability cap, governing law, and dispute resolution provisions of these Terms and may enforce them directly.

30. Survival

Sections covering fees owed, liquidated damages, anti-bypass, intellectual property, indemnity, liability, set-off, governing law, dispute resolution and any other provision that by its nature should survive will continue in force after termination of your account.

31. Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms in whole or in part to an affiliate or successor in connection with a merger, reorganisation, sale of assets or by operation of law.

32. Contact

Questions or complaints? Email do-not-email or call/WhatsApp +233 20 856 6604.