Service Provider Agreement

TrustLink operates a marketplace that connects customers with independent service providers. TrustLink facilitates discovery, booking, communication, payment-evidence handling, reviews and dispute support. Unless expressly stated otherwise, TrustLink does not itself perform the services advertised by providers and is not a party to the service agreement between a provider and a customer.

You are an independent service provider. Registration on, or approval by, TrustLink does not create an employment, partnership, joint venture or agency relationship between you and TrustLink. You are solely responsible for your business, including your personnel, equipment, taxes, licences, permits, insurance and compliance with applicable law.

You must be at least 18 years old to register as a provider and must be legally able to provide the services you offer. You must provide accurate, truthful information during registration and update it as necessary.

TrustLink conducts an identity-verification process for providers. "Identity Verified" means that TrustLink has completed its applicable identity-verification process. You must not submit false, forged or misleading identity information or documents.

"Trade Certified" means that TrustLink has reviewed evidence of an applicable trade or professional qualification you submitted. Trade Certification is separate from Identity Verification and does not guarantee workmanship or performance.

You are responsible for keeping your provider profile accurate, including your display/business name, category, location, service areas, skills, experience, hourly rate, bio and work gallery. You must not include false or misleading information or content that infringes the rights of others.

You may accept or decline booking requests at your discretion. Where you accept a request, you should communicate clearly and promptly with the customer and honour the agreed scope, schedule and price.

You agree to provide services with reasonable skill and care, and to:

• Communicate professionally and courteously with customers;
• Arrive for scheduled services as agreed, or give reasonable notice where this is not possible;
• Perform services in line with the agreed scope and any applicable legal, safety and professional standards; and
• Resolve reasonable customer concerns in good faith where possible.

You set your own prices unless you and a customer agree otherwise. Any prices shown are indications until agreed. Material changes to scope or price should be communicated and agreed before additional chargeable work is performed. TrustLink does not impose a commission or fee unless and until such a fee is expressly disclosed and agreed.

You may receive customer information through the Platform in order to provide a service. You must use such information only for the booking and must not misuse, disclose, sell or retain customer information beyond what is reasonably necessary. See the Privacy Policy.

TrustLink may support available payment methods including Orange Money and Afrimoney. During Early Access, payments may require manual verification. Submitting payment evidence does not by itself confirm payment. You must not request or store customer mobile-money PINs, passwords or OTPs. TrustLink is not a licensed bank, mobile-money operator or payment service provider.

Cancellations are governed by the Cancellation & Refund Policy. Where you cancel a confirmed booking, you should give the customer reasonable notice. Repeated or unjustified cancellations may affect your standing on the Platform.

Customers may review eligible completed bookings. You must not manipulate reviews, offer incentives for positive reviews, or retaliate against customers for negative reviews. See the Review & Community Guidelines.

Complaints and disputes are handled under the Dispute Resolution Policy. You agree to cooperate in good faith with any reasonable TrustLink review process, including providing relevant information about the booking.

You are responsible for performing your services safely and in compliance with applicable health, safety and professional standards. You must not engage in conduct that endangers customers, the public or yourself.

If you use assistants or subcontractors, you are responsible for their acts and omissions in connection with the booking. You remain the provider of record and remain responsible for compliance with this Agreement and applicable law.

You are responsible for the content you submit to the Platform, including profile text, photos and work gallery images. You must have the necessary rights to submit such content, and you grant TrustLink a licence to display it on the Platform for the purpose of operating the marketplace.

TrustLink may restrict or suspend your provider account for legitimate reasons, including fraud, safety concerns, false verification information, abuse, payment manipulation, serious or repeated complaints, legal requirements and material breaches of this Agreement or other TrustLink policies.

You may stop offering services through the Platform by ceasing to use your account. TrustLink may terminate or suspend your access in accordance with these terms. Provisions that by their nature should survive termination (for example liability, privacy and governing law) continue to apply.

You are responsible for your services and your conduct. TrustLink facilitates the marketplace and, subject to any liabilities that cannot lawfully be excluded, is not responsible for the acts or omissions of providers or customers. Nothing in this Agreement excludes or limits any liability that cannot lawfully be excluded or limited under the laws of Sierra Leone.

TrustLink has not yet introduced a commission, service fee or anti-circumvention fee. Any applicable fees or anti-circumvention rules, if introduced, will be communicated transparently before they are enforced.

This Agreement is governed by and construed in accordance with the laws of the Republic of Sierra Leone. Subject to any mandatory consumer-protection rules, the courts of Sierra Leone have jurisdiction over any disputes arising from or connected with this Agreement, except where another forum is required by mandatory law.