Shipping & Service Travel Policy

Spothentic is a marketplace designed to connect customers with skilled service providers (e.g., plumbers, mechanics, electricians) rather than physical merchandise sellers. Therefore, standard physical shipping rules do not apply directly to our core offerings.

Instead, this Shipping & Service Travel Policy governs the travel of Providers to the customer's site, the transport of tools and heavy equipment, and the logistics associated with sourcing and delivering replacement parts or service materials.

Spothentic matches you with local service providers in your region. Service Providers specify their own operating radii and coverage zones within the app.

• Primary Travel Zones: Regular service quotes generally cover transit to standard central municipal areas including Maitama, Wuse, Garki, Asokoro, Jabi, and Gwarinpa.
• Extended Travel Surcharges: If a job location falls outside a Provider's default coverage zone (e.g., Kuje, Gwagwalada, Bwari, or Karu), the Provider may negotiate a travel surcharge. This surcharge must be explicitly listed in the custom quote and approved by the Customer before booking.
• Address Accuracy: Customers are responsible for providing precise GPS coordinates or clear navigation instructions in the booking request. If a Provider cannot locate the property due to incomplete addresses, it may lead to delays or booking cancellations.

Providers are fully responsible for the transportation, delivery, and safety of their own standard tools and equipment necessary to complete the agreed job.

• Standard Tools: The cost of transporting standard tools (screwdrivers, drills, hand tools, standard ladders) is included in the service fee.
• Specialized Heavy Machinery: If a job requires heavy machinery (e.g., industrial excavation machinery, high-pressure washing trucks, engine hoists), additional transport charges may apply. These logistics and costs must be discussed, agreed upon, and added to the quote before the job is booked.

Many services require physical materials or replacement parts (e.g., plumbing pipes, vehicle spark plugs, electrical breakers). Sourcing and delivery of these items can be handled in one of two ways:

1. Customer Sourcing: The customer purchases the materials directly from a vendor and ensures they are on-site before the Provider arrives. No additional delivery or sourcing fees apply.
2. Provider Sourcing & Delivery: The Customer requests the Provider to source the materials. In this case:
   • The Provider will purchase the materials and upload the official vendor receipt into the Spothentic chat for verification.
   • The material cost, plus any fuel or transport charge for fetching the parts, will be added to the project quote as a separate line item.
   • The escrow amount will be adjusted to reflect the cost of the parts, ensuring funds are held securely until the project is finalized.

Unexpected traffic, vehicle breakdowns, or severe weather events can sometimes cause delays.

• Late Arrivals: Providers are expected to notify customers immediately if they expect to arrive more than 15 minutes late.
• No-Shows & Cancellations: If a Provider fails to show up within 1 hour of the scheduled booking time without communication, the Customer is entitled to cancel the booking immediately and receive a 100% refund of their escrowed funds.
• Interrupted Sourcing Trips: If a Provider must leave mid-job to source additional parts due to unforeseen complications, they must agree on a return timeline with the Customer. If they fail to return, the booking may be flagged for dispute resolution.