WekPlug Platform Policy

1. Acceptance of Terms

By accessing or using the WekPlug application or website ("the App"), you agree to be bound by these Terms of Service. If you do not agree, do not use WekPlug. You must be at least 18 years old to use the platform.

4. Description of Service

WekPlug is a marketplace platform operated by WEKPLUG INNOVATIONS. It connects clients with independent service providers ("Workers") in Zambia and provides job posting, discovery, worker verification, ratings, active-job location tracking, messaging, payment tracking, completion confirmation, Shop Quotes, Personal Assistant on Demand bookings, car-service records, urgent-worker matching, and company/team management. Unless a product-specific term says otherwise, WekPlug provides the platform and is not a party to the direct service contract between a client and worker or merchant.

4A. Personal Assistant on Demand

Personal Assistant on Demand lets a client submit a structured list of lawful practical tasks. WekPlug presents a booking estimate based on the tasks, expected duration, distance, transport choice, and service conditions; it is not a worker's custom quote. Workers share availability before assignment. The client must provide clear, lawful instructions and approve any material change in task, time, route, or cost through WekPlug before it is carried out. Personal Assistants must not perform illegal, unsafe, abusive, financial-regulated, or inappropriate tasks. WekPlug does not manage purchase reimbursements, cash advances, or the price of third-party goods; users must not treat the platform as a cash-handling or credit service. Keep task communications in WekPlug and report safety concerns immediately.

4B. Shop Quotes and Third-Party Merchants

Shop Quotes allow a client to request and compare quotes from participating independent shops. To obtain quotes, WekPlug may share the item request, relevant photos, city or delivery context, and selected-order details with the shop, including through WhatsApp where that flow is used. A shop is responsible for its stock availability, item description, product quality, warranty, and any legal obligation relating to goods it supplies. WekPlug is not the seller of third-party goods. Before selecting or paying for a quote, clients should confirm the item, total price, collection or delivery arrangement, and applicable return or warranty terms. In-app payment, pay-at-shop, release-code, review, refund, and dispute options are shown in the relevant checkout flow and may differ by payment method.

4C. Urgent Worker Matching and Safety

WekPlug may help a client request an available worker for an urgent situation. This feature is not police, ambulance, fire, medical, rescue, or public emergency dispatch. In an immediate or life-threatening emergency, contact the relevant public emergency authority directly. Where a cash emergency flow is available, the client and worker must confirm the final agreed amount in WekPlug. Availability, arrival time, service outcome, and safety cannot be guaranteed. Users should cancel or report a request if it is unsafe, unlawful, or cannot be completed.

4D. Car Care, Service Records, and Certificates

Car Care features may store vehicle details, service history, repairs, inspection reminders, proof of work, and certificates to help owners manage records. Users and service providers must keep records accurate and must not upload documents they are not entitled to share. Car Care records, certificates, reminders, and resale-value information are informational only. They are not a roadworthiness certificate, safety guarantee, insurance assessment, mechanical diagnosis, or substitute for an inspection by a qualified professional. The service provider remains responsible for its work and any applicable warranty or legal obligation.

5. Data Protection and Privacy

WEKPLUG INNOVATIONS acts as data controller for personal information collected through the platform. We collect minimum information needed for verification, service delivery, payment records, safety, and compliance. NRC numbers and identity documents are securely stored and only visible to authorised administrators. Your phone number is only revealed where needed for an accepted job flow. For privacy questions or requests, contact our Privacy Officer at privacy@wekplug.com or use in-app support. Full details are in the Privacy Policy.

6. User Accounts and Verification

Users must register with accurate information. Individual workers must complete identity verification, including valid government ID and a real-time selfie. Police Clearance Certificates and professional certificates or proof of skill may be submitted optionally where applicable for additional trust and safety review. Fake documents or false information may lead to immediate account termination.

7. Worker Commission and Earnings

WekPlug operates on a success-based model. It is free to create a profile and apply for jobs. WekPlug deducts a tier-based platform commission from completed jobs: Bronze 12%, Silver 11%, Gold 10%, Platinum/Elite 9%. For cash jobs, the worker's commission is recorded as debt in the worker wallet. Workers whose negative wallet balance reaches or exceeds K200 may be restricted from accepting new jobs until the debt is cleared through the in-app payment portal.

8. Secure Payment Holding and Refund Policy

For eligible in-app jobs, the amount shown at checkout is placed into a protected payment flow before work begins. The worker cannot receive the eligible payout until the relevant completion, release, observation, or dispute conditions are met. Eligible larger jobs may use Pay in Stages: the total is agreed in the app, the client pays only the next stage when it is ready to start, and each secured stage has its own payment record and release conditions. WekPlug is not a bank and payment processing is handled by approved payment providers. Cancellation and refund outcomes depend on the product stage and evidence. A client may be eligible for a full refund when an in-app job is cancelled before work starts. If an accepted escrow job has no recorded arrival or progress within 72 hours, WekPlug may cancel it and make a refund available. For repair-type work, an observation period may apply. For Personal Assistant bookings, approved extra time or tasks may change the displayed amount before they are carried out. For Shop Quotes, the checkout flow identifies whether payment is in-app or at the shop and the applicable pickup, refund, or dispute route. Where a dispute is opened, WekPlug may review the available evidence and release funds, partially refund, fully refund, or take another outcome permitted by the applicable flow and law. Provider charges, telecom delays, and mandatory legal/tax deductions may affect the final amount or timing where disclosed before payment.

9. Location Services

WekPlug uses location services to show nearby job opportunities, calculate distances, support job matching, track active-job arrival, and help clients see worker progress during active jobs. Location tracking requires permission and can be disabled, but disabling it limits platform functionality.

10. Job Posting and Acceptance

Clients can post jobs with descriptions, locations, timing, and requirements. Workers can accept direct requests, express interest in broadcast jobs, and submit quotes. Once accepted, both parties are expected to fulfill their obligations. If a worker cancels before arriving, the job may be returned to the marketplace for other workers. Late cancellations may affect the worker's Reliability Score.

11. Payments and Pricing

Before an in-app payment is made, WekPlug shows the applicable job amount and any separately displayed platform, service, delivery, or payment charge. Workers set their own quotes for ordinary jobs; Personal Assistant on Demand uses a WekPlug booking estimate based on the booking details; and Shop Quote prices are supplied by the participating shop. Cash payment is allowed only where WekPlug shows or records a cash or emergency flow, and the agreed amount must still be confirmed in the app so job history, reviews, safety records, and commission obligations remain accurate. Workers are shown the applicable platform commission and payout information in their worker flow. Shop Quote commissions, where applicable, are displayed or agreed with the participating shop under its merchant arrangement. False completion prices, commission avoidance, hiding cash payments, off-platform payment bypass, GPS manipulation, or misuse of payment flows may result in account review, suspension, debt recovery, or permanent ban.

12. Third-Party Payment Provider

Financial transactions on WekPlug are processed by approved payment providers such as Lenco Pay and mobile money operators. WekPlug acts as a service facilitator and does not hold itself out as a bank or financial institution. Users agree to applicable payment provider and mobile money terms. WekPlug is not responsible for mobile money downtime, telecom delays, failed transactions caused by providers, incorrect payout numbers entered by users, or outages outside our control.

13. Ratings and Reviews

After job completion, clients may rate workers and leave reviews. Reviews must be honest, based on actual experience, and free from offensive, discriminatory, or malicious content. False reviews may result in account action.

14. In-App Messaging and Communication

Messaging is for job-related communication. Spam, abuse, threats, discriminatory language, platform bypass requests, personal contact sharing to avoid platform protections, malicious links, and fraud are prohibited. Messages may be monitored or reviewed for safety, compliance, and dispute resolution.

15. User Conduct

Users must act respectfully, lawfully, and honestly. Harassment, discrimination, impersonation, fake documents, payment manipulation, account sharing, bypassing platform protections, unsafe conduct, spam, or fraud may lead to warnings, suspension, or permanent ban.

16. Notifications and Communications

We send essential service communications such as job requests, status updates, payment alerts, account-security alerts, policy updates, admin messages, and warnings. You cannot opt out of essential communications while using the service. Optional marketing and feature announcements may be controlled through available app settings or the unsubscribe instructions in the relevant message. WhatsApp, SMS, push notifications, and email may be used only for the purposes described in the Privacy Policy and applicable settings.

17. Platform Moderation and Admin Rights

Administrators may approve or reject worker verification, suspend or ban accounts, review disputes, access necessary user data for safety and compliance, remove inappropriate content, adjust record status for payment errors, and grant featured or verified status. Where reasonably necessary for safety, fraud prevention, payment reconciliation, job verification, or dispute handling, authorised administrators may inspect job evidence such as before-and-after work photos, voice notes, job messages, location and arrival records, completion records, payment status, verification documents, and reports. Administrative access is role-limited and auditable. Users may appeal admin decisions through support.

18. Independent Contractor Status

Workers are independent contractors, not WekPlug employees. Workers are responsible for tax obligations, professional licences, permits, tools, equipment, insurance, quality of work, customer satisfaction, and the lawful delivery of their services. Company or manager accounts are responsible for their team members' conduct, internal payouts, and compliance. Participating shops remain responsible for their stock, goods, product information, warranties, and legal merchant obligations.

19. Limitation of Liability

WekPlug is provided "as is" without warranties. WekPlug is not liable for disputes between users, quality of work, injuries, damages, losses during jobs, inaccurate user information, payment issues caused by providers, or indirect damages to the extent allowed by law.

20. Dispute Resolution

Users should first try to resolve a problem directly where it is safe to do so, then report it through in-app support with relevant evidence such as messages, photos, documents, payment references, or job records. WekPlug will review reports under the applicable product flow and may request more information. Possible outcomes include no action, correction of a record, return of a job to the marketplace, warning or account action, release of funds, partial refund, full refund, or referral to the relevant payment provider or authority. WekPlug aims to acknowledge a dispute within 7 business days. Complex matters may take longer; users will be told where practical. A user may ask for a review through support if material information was missed. Nothing in these Terms removes a right that cannot lawfully be excluded.

21. Account Enforcement

WekPlug may issue warnings, suspensions, or permanent bans. Enforcement can apply at the person level, not just the account level. Reasons include fraud, fake documents, no-shows, abuse, unsafe conduct, payment manipulation, off-platform bypass, repeated complaints, legal requests, or policy violations. Reliability Scores may restrict workers from accepting jobs when cancellation or follow-through history falls below platform standards.

22. Prohibited Re-Registration After Ban

Suspended or banned users may not create new accounts, use another person's identity, or access WekPlug through other means. Attempts to evade enforcement may cause immediate blocking, extended suspension, permanent ban, or legal action.

23. Account Deletion and Data Retention

Users may request account deletion, but deletion may be delayed or limited if there are active disputes, investigations, outstanding obligations, legal holds, or financial records that must be retained. Payment, tax, audit, dispute, complaint, and fraud-prevention records may be retained as required by law or platform safety needs.

24. Intellectual Property

WekPlug owns its logos, brand, content, platform features, design, and intellectual property. Users may not copy, reproduce, reverse engineer, misuse branding, or create derivative works without permission.

25. Governing Law

These Terms are governed by the laws of the Republic of Zambia. Legal proceedings will be handled under Zambian law and jurisdiction, subject to mandatory legal rights.

26. Changes to Terms

WekPlug may modify these Terms when needed. Material changes will be communicated through the app, SMS, or updated policy pages and may require users to actively accept the new document version before continuing to use affected features. Older versions remain identifiable by their version and effective date.

27. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in effect. The invalid provision may be modified to the minimum extent needed to make it valid.

28. Contact Information

For questions about these Terms of Service, contact support@wekplug.com or use the app support feature. For payments use payments@wekplug.com, safety concerns use safety@wekplug.com, disputes use disputes@wekplug.com, and privacy/data requests use privacy@wekplug.com.