Terms of Service

01 Introduction & Acceptance of Terms

Welcome to Defixerhub. These Terms of Service ("Terms", "Agreement") constitute a legally binding contract between you and Defixerhub Ltd, a company incorporated under the laws of the Republic of Rwanda, with its registered address at 35a KG 37 Avenue, Kigali, Rwanda ("Defixerhub", "we", "us", or "our").

By accessing or using the Defixerhub mobile application, website, or any related services (collectively, the "Platform"), you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must not use the Platform.

These Terms were last updated and are effective as of June 1, 2026. If you are entering into this Agreement on behalf of a business or other legal entity, you represent that you have the authority to bind such entity to these Terms.

Questions about these Terms may be directed to our legal team at support@defixerhub.rw or by calling +250 799 535 235.

02 Definitions

For the purposes of these Terms, the following defined terms shall have the meanings set out below. Capitalised terms used but not defined herein shall have the meaning ascribed to them in other Defixerhub policies.

03 Eligibility & Account Registration

To use the Defixerhub Platform you must satisfy the following eligibility requirements at all times:

• Age: You must be at least 18 years of age, or the age of majority in your jurisdiction, whichever is higher. By creating an account, you represent and warrant that you meet this requirement.
• Geographic Coverage: The Platform is currently launched and operational in the Republic of Rwanda. Use from outside Rwanda is not actively supported and may be subject to additional restrictions pending regulatory approval in those jurisdictions.
• Legal Capacity: You must have full legal capacity to enter into binding contracts. Users who are legally prohibited from entering agreements are not permitted to use the Platform.
• Accurate Information: All registration information you submit must be truthful, accurate, current, and complete. You are responsible for keeping your account information up to date.
• One Account Per Person: Each individual may maintain only one active account on the Platform at any given time unless expressly authorised by Defixerhub in writing.

You are solely responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You must immediately notify Defixerhub at support@defixerhub.rw if you suspect any unauthorised access to or use of your account.

04 Services Offered

Defixerhub operates exclusively as a technology marketplace that facilitates connections between Customers seeking home and trade services and Artisans who provide those services. The Platform provides the tools, infrastructure, and secure payment mechanism that make these connections possible.

The services facilitated by the Platform include, but are not limited to:

• Plumbing, pipe fitting, and drainage works
• Electrical installation, repair, and maintenance
• Carpentry and joinery
• Painting, decorating, and plastering
• Home cleaning and domestic services
• Welding, fabrication, and metalwork
• Electronics and appliance repair
• Tiling, masonry, and construction finishing
• HVAC and refrigeration services
• General home maintenance and handyman tasks

Defixerhub reserves the right, at its sole discretion, to add, modify, or discontinue service categories listed on the Platform without prior notice. Defixerhub does not guarantee the availability of any particular Artisan or the completion of any particular Job.

05 The Quote-Based System

Defixerhub operates on a transparent quote-based model designed to ensure fair pricing and open negotiation between Customers and Artisans. The process is outlined below:

• 1 Job Posting: A Customer creates a Job by providing a detailed description of the work required, the preferred date and location, and, optionally, photographs or video of the area or item to be serviced. Clear, detailed Job posts attract higher-quality Quotes.
• 2 Artisan Quoting: Eligible Artisans in the relevant category and geographic area are notified of new Jobs. Any eligible Artisan may submit a Quote specifying their proposed price, estimated duration, and any relevant conditions or caveats for completing the work.
• 3 Customer Review: The Customer reviews all submitted Quotes on their Job dashboard. They can view each Artisan's profile, ratings, completed jobs, and reviews to make an informed decision.
• 4 Acceptance or Counter-Offer: The Customer may accept a Quote as submitted, triggering the Escrow process, or they may send a counter-offer to the Artisan with a revised price or conditions. The Artisan may accept, reject, or further negotiate the counter-offer.
• 5 Negotiation: Multiple rounds of negotiation are permitted until both parties reach a mutually agreed price and terms. Defixerhub does not impose minimum or maximum price limits, though the Platform may display market benchmarks as guidance.
• 6 Booking Confirmation: Once both parties agree on price and terms, the Customer confirms the booking. This confirmation is a binding commitment by the Customer to pay the agreed amount and by the Artisan to perform the work.

Defixerhub reserves the right to remove or flag Job postings or Quotes that appear to be fraudulent, unreasonable, or in violation of these Terms or applicable law.

06 Escrow Payment System

Defixerhub's Escrow Payment System is designed to protect both Customers and Artisans by ensuring that funds are only released when both parties are satisfied with the outcome of a Job.

Defixerhub may charge a service fee on transactions processed through the Platform. Applicable fees will be clearly disclosed to both Customers and Artisans before any binding commitment is made and may be updated from time to time in accordance with Section 14 (Changes to Terms).

• Funds held in the Escrow Account do not earn interest for the benefit of either the Customer or the Artisan.
• Escrow funds may only be released to the Artisan, returned to the Customer (in the event of cancellation or a successful dispute), or applied toward Platform fees as applicable.
• Defixerhub does not act as a bank or financial institution. Escrow services are provided as an ancillary feature of the marketplace to facilitate secure transactions.
• In the event the Customer fails to confirm or deny completion within 72 hours of the Artisan marking the Job as complete, Defixerhub may, at its discretion, automatically release funds to the Artisan, subject to the absence of any open dispute.

07 Artisan Obligations

By registering as an Artisan on the Platform, you acknowledge and agree to the following obligations, which are essential to maintaining the trust and quality of the Defixerhub marketplace:

• Accurate Profiles: You must maintain a complete, accurate, and up-to-date profile at all times. This includes your skills, qualifications, certifications, service areas, and any relevant licences required by Rwandan law or applicable regulations. Misrepresentation of your skills or credentials is strictly prohibited.
• Show Up and Be Punctual: Upon accepting a booking, you are obligated to attend the Job at the agreed time and location. Repeated no-shows, late arrivals without prior communication, or abandonment of Jobs may result in account suspension or termination.
• Quality and Workmanship: You agree to carry out all work with due skill, care, and diligence, using appropriate tools and materials. Work must meet professional standards applicable to your trade and comply with any relevant Rwandan safety codes and regulations.
• Professional Conduct: You must treat Customers, their property, and their premises with the utmost respect and professionalism. Harassment, intimidation, theft, damage to property, or any abusive behaviour is an immediate ground for account termination and may result in criminal referral.
• Accurate Quotes: Quotes submitted must reflect honest, good-faith estimates of the cost and time required to complete the Job. Submitting fraudulent or inflated Quotes to manipulate negotiations is prohibited.
• Compliance with Laws: You are solely responsible for complying with all applicable laws, regulations, and trade licensing requirements. This includes but is not limited to tax obligations, trade permits, and occupational health and safety standards.
• Insurance: Defixerhub strongly recommends that Artisans carry appropriate professional indemnity and public liability insurance. Defixerhub is not responsible for losses arising from an Artisan's failure to maintain adequate insurance.
• Communication: You must maintain timely and professional communication with Customers through the Platform. Taking communication off-platform to circumvent Defixerhub's systems is a prohibited activity under Section 9.

08 Customer Obligations

As a Customer, you play an equally important role in maintaining the integrity and fairness of the Defixerhub marketplace. By using the Platform to post Jobs and engage Artisans, you agree to the following obligations:

• Accurate Job Descriptions: You must provide complete, honest, and accurate descriptions of the work required when posting a Job. This includes the nature of the task, current condition of the area or item, required materials (if known), and any hazards or special access requirements. Inaccurate Job descriptions that result in additional costs or difficulties for the Artisan may constitute a breach of these Terms.
• Photographs and Supporting Information: Where applicable, you are encouraged to upload clear photographs or videos of the job site or the item requiring service. Visual information helps Artisans provide more accurate and competitive Quotes.
• Payment: By accepting a Quote and confirming a booking, you agree to pay the full amount specified in that Quote. Payment is processed through the Escrow system as described in Section 6. You must not attempt to withhold payment for work that has been properly and fully completed.
• Fair Dealings: You must engage with Artisans in good faith at all times. This includes negotiating prices honestly, not submitting Jobs with no intention to book, and not using the Platform to solicit free quotations for work you intend to carry out off-platform.
• Honest Completion Confirmation: You are required to confirm Job completion through the Platform honestly and promptly. Refusing to confirm completion for work that has been properly completed — in an attempt to delay or avoid payment — is a serious breach of these Terms and may result in automatic fund release and/or account suspension.
• Safe Environment: You are responsible for ensuring that the job site is reasonably safe and accessible for the Artisan. You must disclose any known hazards that could affect the Artisan's safety when performing the work.
• Respectful Treatment: Customers must treat Artisans with dignity and respect at all times. Harassment, abusive language, or discriminatory conduct directed at Artisans will not be tolerated and may result in account suspension.

09 Prohibited Activities

The following activities are strictly prohibited on or through the Defixerhub Platform. Engaging in any of these activities may result in immediate account suspension or termination, forfeiture of funds, and/or referral to law enforcement authorities:

• Fraud and Misrepresentation: Submitting false identity documents, misrepresenting qualifications or trade licences, fabricating job details, or engaging in any form of deceptive conduct on the Platform.
• Fake Reviews and Ratings: Creating, soliciting, incentivising, or purchasing fake reviews or ratings for yourself or any other User. Attempting to manipulate the Platform's rating and review system in any way is prohibited.
• Circumventing the Platform: Using information obtained through the Platform (including contact details, addresses, or pricing information) to arrange transactions outside of the Platform, thereby avoiding Defixerhub's service fee or escrow protections. This includes encouraging Customers or Artisans to communicate or transact off-platform.
• Illegal Services: Posting or accepting Jobs for any services that are illegal, unlicensed (where a licence is required by law), or that would cause harm to any person or property. This includes work that violates any Rwandan building codes, safety standards, or environmental regulations.
• Price Fixing and Collusion: Coordinating with other Artisans to fix, raise, or maintain Quote prices, or to allocate Jobs among competitors in a manner that harms Customers or the competitive marketplace.
• Spam and Unsolicited Communications: Sending unsolicited messages, promotional material, or any form of spam to other Users through the Platform's messaging system.
• Harassment and Abuse: Harassing, threatening, intimidating, discriminating against, or abusing any other User, Defixerhub employee, or third party in connection with the Platform.
• Intellectual Property Infringement: Uploading, posting, or transmitting content that infringes upon the intellectual property rights of any third party, including copyrighted images, trademarks, or proprietary designs.
• Account Manipulation: Creating multiple accounts to abuse referral programmes, circumvent bans, or otherwise manipulate the Platform's systems. This includes using bots, scripts, or other automated tools to interact with the Platform.
• Security Interference: Attempting to probe, scan, or test the vulnerability of the Platform's systems, or to breach, circumvent, or defeat any security or authentication measures employed by Defixerhub.

10 Intellectual Property

Defixerhub respects intellectual property rights and expects all Users to do the same. This section sets out the ownership and licence arrangements for content on and relating to the Platform.

Limited Licence to Users: Subject to compliance with these Terms, Defixerhub grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for its intended purpose — connecting Customers with Artisans for legitimate service transactions.

User-Generated Content: You retain ownership of any original content you upload to the Platform ("User Content"), including photographs, job descriptions, reviews, and profile information. By uploading User Content, you grant Defixerhub a worldwide, royalty-free, sub-licensable, non-exclusive licence to use, reproduce, adapt, translate, distribute, and display that content:

• For the purpose of operating and improving the Platform
• For promotional and marketing materials relating to Defixerhub's services (such as featuring sample job photos or before/after imagery, with appropriate anonymisation where required)
• For internal analytics, model training, and service improvement purposes
• As required to comply with legal obligations or resolve disputes

This licence terminates when you delete your account and all User Content is removed from the Platform, subject to any retention obligations under applicable law or these Terms.

If you believe that content on the Platform infringes your intellectual property rights, please contact us at support@defixerhub.rw with a detailed description of the alleged infringement and supporting evidence.

11 Limitation of Liability

Defixerhub operates as a technology marketplace — a neutral platform that facilitates connections between independent Customers and Artisans. We do not personally perform any of the services advertised or booked through the Platform.

Defixerhub shall not be liable for:

• Quality of Artisan Work: Any loss, damage, injury, or expense arising from or related to the quality, safety, legality, or adequacy of services performed by Artisans. Artisans are independent contractors, and their work is not covered or guaranteed by Defixerhub beyond the protections afforded by the Escrow system.
• Indirect or Consequential Loss: Any indirect, incidental, special, consequential, or punitive damages, loss of profits, loss of data, loss of goodwill, business interruption, or other intangible losses, even if advised of the possibility of such damages.
• Third-Party Actions: Any acts or omissions of third parties, including Artisans, Customers, payment processors, telecommunications providers, or any other party not under Defixerhub's direct control.
• Platform Downtime: Any disruption, delay, or failure of the Platform arising from scheduled maintenance, technical failures, cyberattacks, force majeure events, or circumstances beyond Defixerhub's reasonable control.
• Off-Platform Transactions: Any dispute, loss, or harm arising from transactions, communications, or agreements made outside of the Platform between Users.

Where liability cannot be fully excluded by law, Defixerhub's total aggregate liability to you in respect of any claim shall not exceed the total fees paid by you to Defixerhub in the twelve (12) months immediately preceding the event giving rise to the claim.

12 Dispute Resolution

Defixerhub is committed to facilitating fair and timely resolution of any disputes that arise between Customers and Artisans in connection with Jobs transacted through the Platform. We encourage all Users to attempt to resolve disputes amicably before escalating to Defixerhub or external bodies.

• 1 In-App Dispute Filing: Either party may raise a formal dispute through the Platform's built-in dispute resolution interface. Disputes must be filed before funds have been automatically released (see Section 6) or within 5 business days of the Customer's completion confirmation, whichever is earlier. When filing a dispute, the initiating party must provide a detailed description of the issue, supported by photographs, messages, or other evidence available within the Platform.
• 2 72-Hour Mediation Window: Upon receipt of a valid dispute, Defixerhub's Trust and Safety team will initiate a 72-hour mediation process. Both parties will be given an equal opportunity to present their evidence and position. During this period, all escrowed funds related to the Job will be held. Defixerhub's mediation team will review all available evidence and, where possible, facilitate a negotiated resolution acceptable to both parties.
• 3 Defixerhub's Decision: If mediation does not result in a mutually agreed resolution within 72 hours, Defixerhub's Trust and Safety team will issue a binding determination on the dispute, including the allocation of escrowed funds. This determination will be based on evidence provided through the Platform and will be communicated to both parties in writing. Defixerhub's determination is final with respect to the release of escrowed funds.
• 4 Rwanda Arbitration: For claims not fully resolved through the in-app process, or for disputes between Users and Defixerhub itself, either party may refer the matter to arbitration under the Arbitration Rules of the Rwanda Arbitration Centre (CIAB), with proceedings conducted in Kigali, Rwanda, in the English or Kinyarwanda language. The arbitration award shall be final and binding on the parties.

Notwithstanding the foregoing, Users always retain the right to report illegal conduct to Rwandan law enforcement authorities, including the Rwanda Investigation Bureau (RIB).

13 Termination

These Terms and your right to use the Platform may be terminated by either you or Defixerhub, subject to the conditions described below.

Termination by You: You may close your account at any time by submitting a request through the Platform's account settings or by contacting our support team at support@defixerhub.rw. Closure requests will be processed within 10 business days, provided that there are no outstanding Jobs, disputes, or financial obligations associated with your account.

Suspension or Termination by Defixerhub: Defixerhub may suspend or permanently terminate your account, with or without prior notice, in the following circumstances:

• Breach of any provision of these Terms or any other Defixerhub policy
• Engaging in any prohibited activity described in Section 9
• Providing false, misleading, or fraudulent information during registration or on your profile
• Failure to complete identity verification satisfactorily
• Receipt of multiple substantiated complaints from other Users
• Receipt of a law enforcement request, court order, or regulatory direction
• Extended period of account inactivity (currently defined as more than 24 consecutive months of no activity)
• Any other reason that Defixerhub, in its sole and reasonable discretion, considers harmful to the Platform, its Users, or the public

Upon termination, your licence to use the Platform is immediately revoked. Any outstanding escrowed funds will be handled in accordance with the circumstances of termination: if you are a Customer, funds will be returned to you unless the Artisan has completed the work; if you are an Artisan, funds for completed work will be released to you after any applicable deductions for Platform fees or damages.

14 Changes to Terms

Defixerhub reserves the right to modify, update, or replace these Terms of Service at any time to reflect changes in our services, applicable law, business practices, or for any other legitimate reason. We are committed to transparency and will endeavour to communicate material changes to Users in advance.

Defixerhub may implement changes with less than 30 days' notice in the following circumstances:

• Where required by applicable law, regulation, or court order on an expedited timeline
• To address an urgent security vulnerability or to prevent harm to Users
• Where the change is purely administrative and does not materially affect User rights
• To correct typographical, grammatical, or factual errors in the existing Terms

The updated Terms will be published on the Platform with a revised "Effective Date" prominently displayed at the top of the document. Your continued use of the Platform after the notified effective date of any changes constitutes your acceptance of the revised Terms.

If you do not agree with the revised Terms, you must stop using the Platform and close your account in accordance with Section 13 before the effective date of the changes. We encourage you to review these Terms periodically to stay informed of any updates.

15 Governing Law

These Terms of Service, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of the Republic of Rwanda, without regard to its conflict of law principles.

The courts of Kigali, Rwanda shall have exclusive jurisdiction to hear and determine any dispute not resolved through arbitration as described in Section 12, subject to the right of either party to seek urgent injunctive or interim relief from any court of competent jurisdiction.

Until such time as Defixerhub formally launches operations in any additional jurisdiction, these Terms shall continue to be governed exclusively by Rwandan law and Users outside Rwanda access the Platform at their own risk and responsibility for local regulatory compliance.

16 Contact & Complaints

Defixerhub values your feedback and is committed to resolving any concerns you may have about the Platform, these Terms, or our services. Please do not hesitate to reach out to us through any of the channels below.

When submitting a complaint or formal query, please include the following information to help us resolve your matter as efficiently as possible:

• Your full name and registered email address or phone number on the Platform
• A clear description of the issue, including relevant dates, Job reference numbers, and the names of any other parties involved
• Any supporting evidence (screenshots, photographs, chat logs) relevant to your complaint
• Your preferred resolution or outcome

If you are not satisfied with the resolution provided by our support team, you may escalate your complaint to Defixerhub's senior management by emailing support@defixerhub.rw with the subject line "ESCALATION – [Your Name]". You may also have the right to refer certain complaints to the Rwanda Utilities Regulatory Authority (RURA) or other applicable consumer protection bodies.

Defixerhub Ltd  |  35a KG 37 Avenue, Kigali, Rwanda  |  support@defixerhub.rw  |  +250 799 535 235