Terms of Service

TrustLink SL is a service marketplace that connects customers seeking services with independent service providers across Sierra Leone. TrustLink facilitates discovery, booking, communication, payment evidence handling, reviews and dispute support between customers and providers.

TrustLink may operate through its website, mobile web experience, Progressive Web App (PWA), and future mobile applications. These Terms apply to all of these access channels unless expressly stated otherwise.

By registering an account, accessing the Platform, requesting or providing a service, submitting a booking, submitting payment evidence, or otherwise using TrustLink, you agree to be bound by these Terms and the applicable TrustLink policies referenced in them, including the Privacy Policy, the Service Provider Agreement (for providers), the Cancellation & Refund Policy, the Dispute Resolution Policy, and the Review & Community Guidelines.

If you do not agree to these Terms, you must not access or use the Platform.

Service providers must be at least 18 years old to register and offer services on TrustLink. By registering as a provider you confirm that you meet this requirement.

All users must be legally capable of entering into the relevant transactions under applicable law. Where a specific minimum customer age has not yet been separately approved, customers must otherwise be legally able to request and pay for services in their own name under the laws of Sierra Leone.

Registered customers may use TrustLink to:

• Search for and view provider profiles and service categories;
• Request services and submit booking requests;
• Schedule services and manage bookings;
• Message providers through the Platform;
• Manage booking details, cancellations and disputes;
• Submit payment information and payment evidence;
• Leave ratings and reviews for completed eligible bookings; and
• Report complaints and raise disputes.

You are responsible for keeping your account credentials secure and for all activity that occurs under your account.

Service providers on TrustLink are independent service providers unless expressly agreed otherwise in writing. Registration on, or approval by, TrustLink does not itself create an employment, partnership, joint venture or agency relationship between TrustLink and a provider.

Providers remain responsible for their services, professional conduct, equipment, personnel, taxes, licences, permits and all other applicable legal and professional obligations. Nothing in these Terms is intended to override any mandatory legal classification rules that may apply under the law of Sierra Leone.

TrustLink maintains two separate verification statuses for providers, and they are not the same:

• Identity Verified — TrustLink has completed its applicable identity-verification process for the provider.
• Trade Certified — TrustLink has reviewed evidence of an applicable trade or professional qualification submitted by the provider.

Verification does NOT guarantee the future performance, workmanship, honesty, safety or suitability of any provider or service. Customers remain responsible for their own reasonable judgement when selecting a provider and arranging a service.

The TrustLink booking lifecycle follows these statuses:

• Requested — a customer has submitted a booking request.
• Accepted — the provider has accepted the request.
• Scheduled — the booking has been scheduled for a specific date/time.
• In Progress — the service has started.
• Completed — the service has been completed.
• Reviewed — the customer has left a review for a completed booking.

The following outcomes are also recognised:

• Declined — the provider has declined the request.
• Cancelled — the booking has been cancelled by the customer, provider or an administrator.
• Disputed — a dispute has been opened in relation to the booking.

Prices shown or discussed on TrustLink may be estimates, starting prices, provider rates or agreed prices depending on the service and the stage of the booking. Any price quoted by a provider is an indication unless and until expressly agreed between you and the provider.

Where a material change to the scope of work or price is proposed, it should be communicated and agreed before additional chargeable work is performed. TrustLink does not set provider prices and does not invent commissions or fees.

TrustLink may support available payment methods, including Orange Money and Afrimoney. During Early Access, payments may require manual verification by TrustLink administrators.

Submitting a transaction reference, screenshot or receipt does not by itself mean that a payment has been verified. Verification is confirmed only once TrustLink has reviewed and accepted the submitted payment evidence.

Users must never provide their mobile-money PIN, password, OTP or any other secret credential through TrustLink. TrustLink will never ask for these. TrustLink is not a licensed bank, mobile money operator or payment service provider, and nothing in these Terms should be read as suggesting otherwise.

Cancellations and refunds are governed by our Cancellation & Refund Policy. Importantly, a cancelled booking does not automatically result in a refund. Booking status and payment/refund status are separate, and refund eligibility depends on the circumstances described in that policy.

Only genuine experiences connected to an eligible completed booking should be reviewed. TrustLink prohibits:

• Fake reviews;
• Self-reviews (reviewing your own service or booking);
• Duplicate reviews for the same booking;
• Paid or otherwise manipulated reviews;
• Threats or pressure aimed at obtaining positive reviews; and
• Unlawful, abusive or otherwise prohibited review content.

Further detail is set out in our Review & Community Guidelines.

You must not, in connection with your use of TrustLink:

• Commit or facilitate fraud;
• Impersonate another person or misrepresent your identity or qualifications;
• Submit false or forged documents or verification information;
• Harass, threaten or abuse other users;
• Access accounts, data or systems you are not authorised to access;
• Circumvent or attempt to circumvent Platform security features;
• Distribute malicious software or harmful code;
• Manipulate ratings, reviews or bookings;
• Manipulate or attempt to manipulate payments or payment verification; or
• Otherwise breach applicable law or these Terms.

TrustLink provides communication functionality so that customers and providers can coordinate bookings and services. You should not share unnecessary sensitive information through Platform messaging, including passwords, mobile-money PINs, OTPs, financial credentials or identity documents. See our Privacy Policy for further guidance.

TrustLink encourages reasonable safety practices. Customers and providers should take sensible precautions when arranging to meet or perform services, including verifying relevant details, meeting in safe locations where appropriate, and following applicable health and safety standards. TrustLink cannot guarantee the conduct of any user and is not responsible for the acts or omissions of independent providers or customers.

Complaints and disputes are handled under our Dispute Resolution Policy. Disputes should be reported as soon as reasonably possible.

TrustLink may restrict, suspend or terminate access to the Platform, in whole or in part, for legitimate reasons including: fraud or suspected fraud; safety concerns; false or misleading verification information; abuse or harassment; payment manipulation; serious or repeated complaints; legal or regulatory requirements; and material breaches of these Terms or other TrustLink policies.

Our handling of personal information is described in our Privacy Policy, which is incorporated into these Terms by reference.

TrustLink does not guarantee uninterrupted, error-free or secure access to the Platform. During Early Access, features, layouts and workflows may continue to improve, and occasional maintenance or technical issues may occur.

TrustLink facilitates connections between customers and independent service providers. Unless expressly stated otherwise, TrustLink does not itself perform the underlying services advertised by independent providers, and is not a party to the service agreement between a customer and a provider.

Nothing in these Terms is intended to exclude or limit any rights or liabilities that cannot lawfully be excluded or limited under the laws of Sierra Leone.

TrustLink is currently operating in Early Access. Further information is available in our Early Access Terms. Early Access does not remove any statutory or consumer rights you may have under applicable law.

These Terms are 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 these Terms, except where another forum is required by mandatory law.

We may update these Terms from time to time. Material changes affecting your legal rights or charges will be communicated appropriately. Continued use of TrustLink after changes take effect constitutes acceptance of the updated Terms.