TERMS OF USE - FIXME

TERMS OF USE

Fixme Global Limited (RC 7123370)
Effective date: 16 July 2026  |  Last updated: 16 July 2026

1. INTRODUCTION

  1. This Terms of Use Agreement (these “Terms” or “Agreement”) constitutes a binding and enforceable legal contract between you and Fixme, a brand operated by Fixme Global Limited, a private limited liability company incorporated in Nigeria (RC 7123370) with its registered address at Murtala Muhammed Road, Calabar, Cross River State (“Fixme”, “we”, “us”, or “our”).
  2. Fixme operates a commerce and services platform made up of two complementary products: the Fixme Marketplace and Fixme Business (each defined below). Your access to and use of the Fixme website and mobile applications, as well as any service, content, and data available via them (collectively, the “Service”, “Services”, or the “Platform”), are governed by these Terms.
  3. By accessing and/or using the Platform or the Services, you accept and agree to be legally bound by this Agreement, as well as the additional policies incorporated by reference in Section 5 (Incorporated Policies), including our Privacy Policy, each as may be amended or supplemented from time to time. You also agree to all other operating rules, terms, conditions, policies, and procedures that may be published on the Platform or in connection with the Services, all of which are incorporated into this Agreement by this reference. We may change, add, or remove portions of this Agreement at any time, and such changes will be posted on the Platform and become effective in accordance with Section 26 (Changes to These Terms). Your continued use of the Platform indicates your acceptance of the Agreement.
  4. By using our Services, you affirm that you are at least eighteen (18) years old and legally eligible to enter into this Agreement.
  5. If you do not agree with or have any objection to any of these Terms, or if you are not eligible or authorised to be bound by the Terms, then refrain from using the Service.

2. DEFINITIONS

“Account” means any account opened for you with us enabling you to access the Application, including a payment account, electronic money account, or any other applicable account record.

“Application” or “App” means the technology made available by Fixme to you on your mobile phone or other electronic device that facilitates access to any of the services that Fixme provides.

“Applicable Law” means all applicable laws, legislation, bye-laws, statutes, orders, rules, regulations, directives, codes of practice, and mandatory guidelines that have legal effect from time to time, including the Nigeria Data Protection Act 2023, whether local, national, or international.

“Authentication” means the performance of operations that enable us to verify your identity.

“Buyer” means any User who purchases or intends to purchase goods or services from a Seller or Merchant through the Platform.

“Business Days” means a day other than a Saturday, Sunday, or public holiday in our various jurisdictions.

“Card” means a bank, payment, or credit card which is denominated in a fiat currency and is not linked to any cryptocurrency.

“Content” means all data, information, text, images, video, audio, messages, reviews, profiles, or other materials posted, displayed, or transmitted through the Platform by any User.

“Dispute” means any disagreement or conflict arising between a Buyer and a Seller or Merchant in relation to a Transaction or interaction conducted through the Platform.

“Fee Schedule” means the document comprising all the fees payable by a User for the use and management of a Wallet and for the Services, as made available on the Platform and as summarised in Section 13.

“Fees” means the fees and commissions payable by you to us for using our Services, as set out in Section 13 and on our Fee Schedule.

“Fixme Business” means the all-in-one business management product that provides Merchants with a dedicated online storefront, product and service catalogue management, customer management (CRM), order and inventory management, business analytics, secure payment processing, marketplace visibility (where applicable), and promotional tools.

“Fixme Marketplace” or “Marketplace” means the online marketplace product that connects Buyers with Sellers and Merchants across Nigeria for the discovery and purchase of products and services.

“Fixme Wallet” means a non-interest-bearing account maintained by Fixme for you from which you securely perform your Transactions on our Application, and which acts as a secure holding account for payments until delivery or completion is confirmed.

“KYC” or “Know Your Customer” means the identity and business verification checks that we (or our third-party verification providers) carry out to verify a User, in order to comply with our legal obligations to combat financial crime, including money laundering and fraud.

“Listing” means any post, advertisement, product, or service that a Seller or Merchant publishes on the Platform.

“Merchant” means a User who registers on the Platform to sell products or provide services, whether as a Product Seller or a Service Provider, and includes a Seller or Vendor. The terms “Merchant” and “Seller” are used interchangeably in these Terms.

“Merchant Policies” means, collectively, the Merchant Terms of Service, the Fixme Business Terms of Service, the Seller & Service Provider Policy, and the Business Listing Guidelines, each incorporated into this Agreement under Section 5.

“Payment Method” means a payment by Card, bank transfer, mobile money account, or any other payment method accepted by Fixme in exchange for issuing money to your Wallet. It also means the payment mechanism by which all payments are securely held on behalf of the Buyer and the Seller until the Buyer validates delivery of the product or service.

“Payout” means the transfer of funds that you request and authorise Fixme to process through the Application for payment to the Seller.

“Seller” or “Vendor” means a registered User (business or individual) offering services or goods for sale through the Platform. See also “Merchant”.

“Transaction” means any purchase of a product or service conducted through the Platform between a Buyer and a Seller or Merchant.

“User”, “You” and “Your” means the individual or entity who accesses, registers, browses, or uses the Platform, whether as a Buyer, Seller, or Merchant.

“Vetting Assessment” means the Fixme assessment that Merchants in designated professional service categories must successfully complete before their profiles become publicly available or they can receive bookings, as described in Section 9.

“We”, “us”, and “our” means Fixme Global Limited and its successors, affiliates, and assignees.

“Website” means https://fixme.ng as updated from time to time.

3. DESCRIPTION OF SERVICE

Fixme is a commerce and services platform that enables businesses and professionals to sell products, offer services, manage customers, receive secure payments, and grow their businesses digitally. Fixme consists of two complementary products:

  • Fixme Marketplace: connects Buyers with Sellers and Merchants across Nigeria. Buyers can discover products and services, place orders, make secure payments, and leave reviews after successful Transactions. Marketplace Merchants benefit from customer discovery, marketing exposure, secure payment processing, and order management.
  • Fixme Business: an all-in-one business management platform for Merchants who already have customers or wish to build their own online business. Fixme Business provides a dedicated online storefront, product and service catalogue management, customer management (CRM), order and inventory management, business analytics, secure payment processing, marketplace visibility (where applicable), and promotional and marketing tools.

Fixme facilitates secure Transactions by ensuring that payments are only remitted to the Seller upon validation of the delivery of the product or completion of the service by the Buyer. The actual Transaction is between the Seller and the Buyer on the Platform; we provide the communication channel and ensure secure payment upon delivery. Fixme bridges the gap for business owners by connecting them to a large number of Buyers and by displaying their products and services directly on the Platform. Sellers can track all Transactions and sales made on the Platform, and Fixme also provides free bookkeeping for Sellers to record daily sales and Transactions. Users can easily track whether orders or services have been delivered or completed, are in progress, or are pending. Fixme may introduce, modify, or discontinue features of either product from time to time.

4. PURPOSE AND SCOPE OF AGREEMENT

This Terms of Use constitutes a binding and enforceable legal contract between you and Fixme. It sets forth the terms and conditions that govern the use of the Platform and the Services. It details Fixme’s obligations to you. It also highlights certain risks of using the Services, and you must consider such risks carefully, as the provisions of this Agreement will bind you through your use of the Platform or any of our Services.

5. INCORPORATED POLICIES

These Terms incorporate by reference the following policies, which, together with these Terms and the Fee Schedule, govern your use of the Platform. You should read them alongside these Terms:

  • Privacy Policy;
  • Merchant Terms of Service;
  • Fixme Business Terms of Service;
  • Seller & Service Provider Policy;
  • Business Listing Guidelines; and
  • the Fee Schedule.

If you register or operate as a Merchant, you are additionally bound by the Merchant Policies. In the event of a conflict between these Terms and any Incorporated Policy, these Terms prevail unless the relevant policy expressly states otherwise. We may update the Incorporated Policies from time to time in accordance with Section 26.

6. ACCEPTANCE OF THE TERMS

By creating a Fixme Account, accessing our Services, or otherwise interacting with us, you agree to be bound by this Agreement and to receive communications relating to the Services or your Fixme Account in electronic format. Additionally, you affirm that you are at least eighteen (18) years old and legally allowed to enter into this Agreement. You expressly accept all terms and conditions contained herein in full and without limitation or qualification, including the Incorporated Policies and our Privacy Policy. You must not use any of the Services if you have any objection to any of these Terms.

7. DISCLAIMERS AND LIMITATION OF LIABILITY

  1. The Services are provided on a strictly “As Is”, “As Available”, and “With All Faults” basis. Fixme disclaims all warranties, express or implied, including without limitation any guarantees regarding condition, quality, performance, accuracy, reliability, commercial value, and suitability for specific purposes. All such warranties and liabilities are hereby excluded.
  2. Fixme provides technology, payment, and marketplace infrastructure. Fixme has no control over and does not guarantee the existence, quality, safety, or legality of goods and services published by Users on the Platform; the trustworthiness or accuracy of information provided by Users; the ability of Sellers to sell goods or provide services; or that a User will actually complete a Transaction. Except where required by law, Fixme is not responsible for Disputes arising from product quality, service performance, or Merchant conduct, although Fixme may facilitate dispute resolution in accordance with these Terms. Fixme expressly disclaims any liability in connection with materials and information posted by Users on the Platform.
  3. You acknowledge and agree that Fixme does not endorse the website of any third party, or assume responsibility or liability for the accuracy of any material contained therein, or any infringement of third-party intellectual property rights arising therefrom, or any fraud or other crime facilitated thereby. In no event will Fixme be liable for any act or omission of any third party, including your financial institution, any payment system, any third-party service provider, any provider of telecommunications services, internet access, or computer equipment or software, or for any circumstances beyond Fixme’s control (including fire, flood or other natural disaster, war, riot, strike, terrorism, act of civil or military authority, equipment failure, computer virus, infiltration or hacking by a third party, or failure or interruption of electrical, telecommunications, or other utility services).
  4. Your use of the Platform is at your own risk. To the maximum extent permitted by Applicable Law, Fixme will in no way be liable for any direct, indirect, incidental, punitive, consequential, special, or exemplary damages, including damages resulting from revenue loss, profit loss, use, data, goodwill, business interruption, or any other intangible losses arising out of the use of the Platform, whether such damages are based on warranty, tort, contract, statute, or any other legal theory.

8. FIXME ACCOUNT

  1. In order to use the Services you will be required to register an Account on the Platform and provide certain information by completing a profile on the Platform.
  2. You agree to provide all information we may need from time to time so that we can verify your identity and/or your bank account and complete KYC checks, in order to comply with our legal obligations to combat financial crime, including money laundering and fraud. We may use third-party data services specialising in customer due diligence to verify your identity. You also authorise us to hold your information, including your activity history, to perform ongoing monitoring of the Services and your behaviour when using the Platform.
  3. You may create an Account as a Buyer, or as a Merchant (a Seller of products or a provider of services) by completing your business details on the Platform. Merchant registration is subject to the eligibility, verification, and onboarding requirements in Section 9 and the Merchant Policies.
  4. You can register only one Account, and you may not access this Account from multiple unauthorised devices.
  5. Buyers will have access to, and be directed to, various goods, items, products, and services listed on the Platform.
  6. You acknowledge that you are solely responsible for safeguarding and maintaining the confidentiality of the access details to your Account, and that you are fully responsible and liable for any activity performed using your Account access details.
  7. You agree to immediately notify us of any unauthorised use, or suspected unauthorised use, of your Account or any other breach of security. We are excluded from any liability for any loss or damage arising from your failure to comply with the above requirements.
  8. By using any of the Services, or submitting or collecting any personal information via the Platform, you consent to the collection, transfer, storage, disclosure, and use of your personal information in the manner set out in the Privacy Policy.
  9. The Platform uses cookies and similar tracking technologies, including a unique user identifier, to help us recognise you across different parts of the Services and to customise and improve the Services. By visiting the Platform and setting up an Account, you agree to the use of the required cookies, as further described in our Privacy Policy.

9. ELIGIBILITY, MERCHANT ONBOARDING, AND VETTING

  1. To register as a Merchant, you must be at least eighteen (18) years old, be legally authorised to operate a business in Nigeria, provide accurate, current, and verifiable personal and business information, and complete all KYC verification requirements requested by Fixme. Fixme reserves the right to reject or suspend any registration that cannot be verified.
  2. Before a business goes live, every Merchant must successfully complete Fixme’s onboarding process, which includes providing valid government-issued identification, accurate business information, identity and business verification (KYC), an active phone number and email address, product photographs or a service portfolio, and acceptance of the Merchant Terms of Service. A business logo is recommended.
  3. Merchants may register under one or more categories, including Product Sellers (businesses selling physical products) and Service Providers (professionals offering services such as cleaning, photography, event planning, home repairs, beauty services, catering, tutoring, consulting, creative, and professional services).
  4. Certain professional service categories require higher quality assurance due to customer safety, technical expertise, or professional standards. Merchants operating within designated professional categories may be required to successfully complete a Fixme Vetting Assessment before their profiles become publicly available or they can receive bookings. The assessment may evaluate professional knowledge, industry competency, customer service standards, practical expertise, and compliance with industry best practices, and may include identity verification, business verification, portfolio review, experience assessment, a knowledge-based examination, and a practical assessment where applicable.
  5. Passing the Vetting Assessment does not constitute a professional licence or certification. It is solely intended to maintain quality standards across the Platform. Fixme reserves the right to introduce or modify vetting requirements for specific categories at any time.

10. OPERATION OF THE MARKETPLACE

  1. The Platform is an online marketplace that allows Users to offer and/or sell products or services by posting goods, products, or services for Buyers to view and communicate directly with the Sellers to complete the Transaction.
  2. Fixme is not an importer, manufacturer, distributor, or seller of any item, nor a provider of any service posted by Users on the Platform. We are not marketers, nor persons acting on a User’s behalf with respect to the marketing of any goods or services posted on the Platform. The actual sale and purchase Transactions are entered into directly between the Users, and we provide Users with the communication channel.
  3. Users are solely responsible for collecting and remitting any applicable taxes resulting from the sale of their goods or services posted on the Platform.
  4. Fixme reserves the right to delete, edit, suspend, or block a User’s posts, Listings, or Account, without prior notice, in the event of:
    • discovering that a User is attempting to, or has taken, a Transaction outside the parameters of the Platform;
    • receipt of a mandatory judgment of a competent public authority;
    • a claim by a holder of intellectual property rights to terminate infringement by a User;
    • infringement of the rights or legal interests of other Users, legal entities, or individuals upon their reasonable request; or
    • a post or Listing that breaches these Terms, the Incorporated Policies, or any Applicable Law, regulation, rule, or standard.

11. LISTINGS AND POSTING OF GOODS AND SERVICES

  1. A User who posts a Listing for the sale of goods or services on the Platform shall provide precise and complete information about such goods and services, as well as the terms and conditions of sale and service provision. Every Listing should include a clear title, a detailed description, accurate pricing, availability, delivery or service information, and high-quality images of the actual product or completed work. Misleading photographs or exaggerated claims must be avoided.
  2. Products must be legal to sell in Nigeria, match the description provided, be genuine and safe, be available for purchase, and meet applicable regulatory requirements. Counterfeit, prohibited, stolen, expired, or dangerous products are strictly prohibited. Service Providers must only advertise services they are qualified to perform and should clearly communicate the services offered, service area, availability, pricing, duration, what is included, and any customer requirements before booking.
  3. The terms and conditions of sale and service provision developed by the User shall not conflict with these Terms, the Incorporated Policies, or Applicable Law. The price of goods or services shall be exact; if it changes due to any specific circumstances, this shall be expressly communicated to the Buyer. Further requirements are set out in the Business Listing Guidelines and the Seller & Service Provider Policy.

12. PAYMENTS AND TRANSACTIONS

  1. You can fund your Fixme Wallet using various methods, including bank transfers, credit cards, or debit cards. The availability of deposit methods may vary, and we may, when necessary, restrict or discontinue a particular deposit method without prior notice.
  2. Upon receiving your deposit, we will promptly credit your Fixme Wallet. We are responsible for funds deposited only after they have been received by us.
  3. Your Fixme Wallet acts as a secure holding account for your payments. Funds are only released to Sellers when Buyers confirm that the product or service has been duly delivered or completed.
  4. All customer payments must be processed through Fixme. Merchants must not request, encourage, or accept payments outside the Platform, share personal payment details with customers, or otherwise circumvent Fixme’s payment system for Transactions initiated through Fixme. Violations may result in immediate suspension.
  5. Payments are released after:
    • for products: the Buyer confirms delivery, or delivery is successfully completed under Fixme’s delivery confirmation process; and
    • for services: the Buyer confirms successful completion of the service, or Fixme determines, after review, that the service has been satisfactorily completed.
    Fixme may temporarily hold funds where fraud, Disputes, refunds, or policy violations are suspected.
  6. Accuracy of the information provided by Buyers during payment is crucial. Once a Transaction is processed, it generally cannot be reversed (unless mandated by Applicable Law). Except as expressly stated in this Agreement, we shall not be liable for any losses incurred as a result of Transactions carried out in accordance with your instructions (or those of a third party acting on your behalf).
  7. Sellers must clearly specify the terms and conditions of the sale or provision of a service so that Buyers know what to expect. The terms of the Transaction should be expressly agreed between Users before it commences.
  8. Users can monitor and track Transactions in real time on the Platform to confirm when orders or services are pending, in progress, delivered, or completed.
  9. Orders cannot be cancelled once payment has been made by the Buyer, except in cases of non-delivery or defective products, subject to Fixme’s dispute resolution process. All orders should be properly vetted by Users before payment is made.
  10. Fixme retains the right to temporarily hold payment to Sellers for up to three (3) Business Days after Buyer confirmation to allow for resolution of any delivery or quality-related concerns. For security reasons, Fixme will only make a Payout to Sellers when a service is confirmed as completed or goods are confirmed as delivered by Buyers.
  11. Where a product ordered is not available or delivered within the agreed timeframe, Sellers must offer a replacement or notify us to process the refund of any money already paid for that product.
  12. Where a Buyer raises a Dispute regarding non-delivery, poor product or service quality, or misrepresentation, Fixme shall withhold the Payout until the matter is resolved. The Buyer and the Seller will be notified and given an opportunity to provide evidence and propose a resolution within three (3) Business Days. Where the Dispute is resolved in favour of the Buyer, a full or partial refund may be issued; if resolved in favour of the Seller, payment shall be released in full, subject to any applicable Fees.
  13. Fixme reserves the right to suspend or reverse a Payout to a Seller if fraudulent activity, platform abuse, or breach of Seller obligations is detected during or after a Transaction review.

13. FEES AND COMMISSIONS

  1. Joining Fixme as a Seller and posting items for sale is free. We retain a portion of each sale as commission. Commission rates depend on the product used for the Transaction:

    Fixme Marketplace commission per successful Transaction:

    • 6% for Transactions below ₦10,000;
    • 4.5% for Transactions from ₦10,000 to ₦49,999.99;
    • 2.5% for Transactions of ₦50,000 and above; and
    • a maximum (capped) commission of ₦10,000 per Transaction, regardless of the Transaction size.

    Fixme Business uses a simple pay-as-you-sell model:

    • 1.5% commission per successful Transaction;
    • a maximum fee of ₦3,000 per Transaction;
    • no monthly subscription fees;
    • no setup fees; and
    • no charges when no sales are made.
  2. Our Fees and commissions are payable on each Transaction. You irrevocably authorise us to deduct them from the payments made to you by the Buyer, before your Payout.
  3. We reserve the right, in our sole discretion, to revise the Fees and acceptable payment methods from time to time. We will give you reasonable notice of any revision to the Fees before it takes effect.
  4. Withdrawal by Sellers on the Platform is subject to a fixed fee of ₦20.00 (Twenty Naira only), regardless of the amount being withdrawn.
  5. The payment processor on the Platform is Moniepoint, which charges a fixed fee of ₦20.00 (Twenty Naira only) for all Transactions.
  6. Other fees that apply for funding your Fixme Wallet and for transfers to payment accounts are as stated on the Platform and in the Fee Schedule.
  7. Unless otherwise expressly provided by mandatory rules of Applicable Law, the Fees paid for using the Services are non-refundable.

14. USER REPRESENTATIONS AND WARRANTIES

By using the Service, you represent and warrant that:

  1. you have the legal capacity and agree to comply with these Terms;
  2. if you register as a representative of a legal entity, you are authorised by that entity to enter into an agreement with us and with Users of the Platform;
  3. you are above 18 years of age;
  4. you will provide, or have provided, true, accurate, and complete information in your Account, and will keep it updated;
  5. you will immediately change your access data if you suspect that your Account access details were disclosed to, or used by, unauthorised third parties, and will notify us of any unauthorised access to your Account;
  6. you will not provide any false or misleading information about your identity or location;
  7. you will use the Service in strict compliance with Applicable Laws, regulations, rules, and guidelines, and not for any illegal or unauthorised purpose;
  8. you will not post Listings that infringe another person’s rights or interests, including any intellectual property or other personal or proprietary rights of any third party; and
  9. you have the necessary licence or are otherwise authorised, as required by Applicable Law, to offer for sale, advertise, and distribute the goods or services described in your Listing.

You further agree that you will not post Listings that include: false, misleading, or deceptive statements; pornographic or overtly sexual material; defamatory, discriminatory, threatening, harassing, or abusive material; appeals to violence or unlawful action; services whose provision is prohibited by Applicable Law; purely promotional information with no offer of specific goods or services; counterfeit, imitated, pirated, or stolen goods; or direct or indirect references to websites competing with the Platform. You will not use software or pursue any action aimed at interfering with the normal operation of the Platform; distribute unsolicited commercial communications, chain letters, or Ponzi schemes; copy, modify, or distribute another User’s Content without consent; or collect information about Users without their consent or otherwise violate their privacy.

15. MERCHANT RESPONSIBILITIES AND PROHIBITED CONDUCT

In addition to the obligations elsewhere in these Terms and in the Merchant Policies, Merchants agree to: maintain accurate business information; provide truthful descriptions of all products and services; upload genuine photographs that accurately represent products or services; deliver products and services within agreed timelines; communicate professionally with customers; honour confirmed orders and bookings; maintain high customer-satisfaction standards; comply with all Applicable Nigerian laws and regulations; and maintain any licences or permits required for their business.

Merchants must not:

  • accept payments outside Fixme for Transactions initiated on the Platform, or circumvent Fixme’s payment system;
  • sell illegal, counterfeit, stolen, prohibited, unsafe, or regulated goods without appropriate authorisation;
  • provide misleading descriptions or engage in false advertising;
  • manipulate ratings or reviews;
  • engage in fraudulent activity;
  • impersonate another business or individual, or misrepresent their qualifications;
  • harass customers; or
  • use the Platform for any unlawful purpose.

Violation of these rules may result in immediate suspension or permanent removal from the Platform. Fixme may also remove Listings that violate platform policies without prior notice.

16. PROHIBITED CONDUCT AND BUYER MISUSE

  1. Buyers are strictly prohibited from engaging in any dishonest, abusive, or manipulative behaviour on the Platform, including:
    • raising frivolous or repeated Disputes without basis;
    • falsely claiming non-receipt or that delivered goods are defective;
    • placing orders with no intention of accepting delivery;
    • coercing Sellers into offering discounts or additional services not listed on the Platform; or
    • delaying confirmation of receipt to obstruct a Payout to a Seller.
  2. Fixme reserves the right to investigate reports or patterns of suspected misuse of the Platform by Users. If a Buyer is found to be engaging in any prohibited conduct, Fixme may resolve the Dispute in favour of the Seller and process the required Payout, as well as suspend or delete the Buyer’s Account. Any such misuse may also be reported to relevant regulatory authorities.
  3. Fixme reserves the right to withhold the funds in the Buyer’s Wallet until a full investigation is concluded and the issue is resolved in accordance with these Terms.

17. DELIVERY

  1. Deliveries of goods or products are made directly from the Seller’s premises, store, or warehouse, in the manner agreed between the Buyer and the Seller and at the User’s cost. Product Sellers must package items securely, dispatch orders promptly, keep customers informed of delays, and ensure products match their descriptions.
  2. Buyers must confirm receipt within 24 hours of delivery. If no confirmation is received within this timeframe and no Dispute is initiated, Fixme may automatically mark the order as completed and make a Payout to the Seller.
  3. If a Buyer notifies a Seller of non-delivery within the timescale offered, the Seller must investigate immediately and either provide additional tracking details or offer a resolution, such as a replacement or a refund. If the delivered product is found to be faulty, damaged, or does not match the Listing description, the Seller will work with the Buyer to resolve the issue in line with their return policy, and the money paid for the Transaction shall not be remitted to the Seller until the conclusion of the Transaction.

18. RATINGS, REVIEWS, AND MERCHANT PERFORMANCE

  1. Customers may rate and review completed Transactions. Customer reviews help maintain quality across the Platform, and Merchants should consistently aim for excellent customer service, honest Listings, reliable fulfilment, and positive customer experiences.
  2. Fixme continuously evaluates Merchant performance using metrics that may include customer ratings, complaint rate, cancellation rate, response time, order completion rate, delivery reliability, and policy compliance.
  3. Repeated poor ratings, unresolved complaints, excessive cancellations, or consistent service failures may result in coaching, account warnings, reduced platform visibility, temporary suspension, or permanent removal from the Platform.

19. CANCELLATIONS, REFUNDS, AND DISPUTES

  1. Merchants should avoid cancellations after accepting orders. Where cancellation becomes unavoidable, the Merchant must notify the customer immediately, inform Fixme Support, state the reason, and allow customer refunds where applicable. Repeated cancellations may result in reduced marketplace visibility or account suspension.
  2. Refunds may be approved where products differ significantly from Listings, services are not delivered, orders cannot be fulfilled, fraud is detected, goods arrive damaged, or a Merchant breaches platform policies.
  3. Where a Dispute arises, Fixme will review available evidence, which may include chat history, delivery records, service completion evidence, photographs, receipts, and other supporting documentation. Fixme may issue refunds where appropriate after investigating the Dispute. Merchants agree to cooperate fully throughout the investigation, and Fixme’s decision shall be final unless otherwise required by Applicable Law. The detailed process is set out in Section 22.

20. INDEMNITY

You agree to indemnify and hold Fixme, its successors, subsidiaries, affiliates, related companies, suppliers, licensors, and partners, and its officers, directors, employees, agents, and representatives harmless from any losses, damages, liabilities, claims, or demands (including reasonable legal fees and expenses) arising out of your use of the Platform, your Content, your violation of any representation, warranty, covenant, or obligation in these Terms or the Incorporated Policies, your violation of any Applicable Law, industry standard, regulation, guideline, or rule, any Transaction entered into by you via the Platform, or your violation of the terms of such a Transaction. You will also indemnify and hold Fixme harmless from any claim, suit, or proceeding brought against Fixme arising from or in connection with the violation of the intellectual property or other rights of third parties in relation to your use of the Services.

21. INTELLECTUAL PROPERTY RIGHTS

  1. Information you submit as part of your Account registration, and any data, text, pictures, and other materials that you submit or post on the Platform (“User Content”), remain your intellectual property, and Fixme does not claim ownership of the copyright or other proprietary intellectual property rights in such registration information and User Content. Merchants retain ownership of their business names, logos, trademarks, branding, photographs, and product content.
  2. By listing content on the Platform, you grant Fixme a non-exclusive, royalty-free licence to display, reproduce, and promote such content solely for operating and marketing the Platform. You agree that we may retain copies of User Content as reasonably necessary for, or incidental to, the operation of the Services and as described in these Terms and the Privacy Policy.
  3. You represent and warrant that your use of the Service will neither infringe nor violate the rights of any other User.
  4. Materials on the Platform other than those posted by Users, including texts, software, scripts, graphics, photos, sounds, music, videos, and interactive functions (“Materials”), and the trademarks, service marks, and logos included in them (“Marks”), belong to or are licensed by Fixme, and are protected by copyright and other intellectual property rights. Any unauthorised use of such Materials and Marks is expressly prohibited.
  5. If you are a holder of intellectual property rights, or authorised to act for one, and you reasonably believe that content posted on the Platform infringes those rights, you may notify us to remove such material at hi@fixme.ng. You warrant that your notice has a legal basis and that you act in good faith according to law.

22. DISPUTE RESOLUTION

  1. Any order issue or transactional Dispute between a Buyer and a Seller on the Platform must first be reported to Fixme within 24 hours of the occurrence of the Dispute, via email at hi@fixme.ng.
  2. Upon notification of a Dispute, Fixme will initiate an investigation in which both the Buyer and the Seller will be required to submit supporting information, including delivery receipts, product photographs, service logs, chat history, or correspondence.
  3. Fixme will offer a resolution no later than 48 hours from the commencement of the investigation. Where the resolution is mutually agreed by the Seller and the Buyer, Fixme will take appropriate action to either process the Payout to the Seller or process a refund to the Buyer’s Fixme Wallet.
  4. Fixme reserves the right to hold the Transaction funds until the Dispute is resolved in accordance with these Terms. If the Users reject the resolution offered by Fixme, the Transaction funds will be held until the Dispute is reported to have been amicably resolved or settled by the relevant legal or regulatory authorities.

23. TERMINATION AND SUSPENSION

  1. We reserve the right to suspend or terminate your Account, or restrict your access to the Service, with or without notice, where:
    • you breach these Terms or the Incorporated Policies;
    • we are required to do so by law, a government authority or agency, or a law-enforcement agency;
    • we detect suspicious activity on your Account;
    • we have reasonable grounds to believe you are engaging or attempting to engage in fraud, money laundering, scams, duplicate profiles, or other misuse of the Service;
    • you repeatedly receive serious customer complaints, attempt to bypass Fixme’s payment system, or fail required verification checks; or
    • you fail mandatory professional vetting where applicable.
    These grounds are not exhaustive.
  2. You may terminate this Agreement by closing your Fixme Account. Outstanding Disputes or payments may delay account closure.
  3. Fixme may take further action it deems appropriate to deal with any breach of this Agreement, which may include suspending your access to the Platform, prohibiting you from accessing the Services, blocking computers using your IP address, contacting your internet service provider, and/or bringing court proceedings against you. We may also suspend your Fixme Account if it has been compromised, for other security reasons, or if it has been used without your authorisation or fraudulently.
  4. If we close your Fixme Account or terminate your use of the Services, we will provide you with sufficient notice of our actions. You are responsible for all reversals, chargebacks, fees, fines, penalties, and other liability incurred by Fixme, any other Fixme User, or a third party, caused by or arising out of your breach of this Agreement and/or the use of the Services by you or your authorised third parties, and you agree to reimburse Fixme accordingly. On termination for any reason, all rights granted to you in connection with the App shall cease, and you must immediately delete or remove the App from your devices.

24. GOVERNING LAW AND JURISDICTION

  1. These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.
  2. Any Dispute arising out of or in connection with these Terms, including any question regarding its existence, validity, or termination, shall be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act (Cap. A18), Laws of the Federal Republic of Nigeria, 2004, save that Fixme may bring proceedings in the competent courts of Nigeria where permitted by these Terms.

25. MISCELLANEOUS PROVISIONS

  1. If any provision of these Terms is held to be invalid, void, or unenforceable, that provision shall be struck out and shall not affect the validity and enforceability of the remaining provisions.
  2. If we fail to take any action with respect to your breach of these Terms, we remain entitled to use our rights and remedies in any other situation where you breach these Terms.
  3. In no event shall Fixme be liable for any failure to comply with these Terms to the extent that such failure arises from factors outside Fixme’s reasonable control.

26. CHANGES TO THESE TERMS

Fixme may amend these Terms and the Incorporated Policies from time to time. Material changes will be communicated through email, in-app notifications, or other reasonable means, and will be posted on the Platform. Your continued use of the Platform after changes become effective constitutes acceptance of the revised Terms.

27. ENTIRE AGREEMENT

This Agreement, including the Incorporated Policies and any documents referenced herein, constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior or contemporaneous understandings, representations, agreements, or other communications, whether written or oral. All covenants and agreements in this Agreement shall survive its termination.

28. CONTACT

For customer support, questions, or complaints, please contact us:

Support is available to assist with Disputes, Payouts, technical issues, verification, and Merchant success.

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