These Terms and Conditions ("Terms") constitute a legally binding agreement between you and Abracom Premier Services ("Company", "we", "us", or "our") governing your access to and use of the Serve mobile applications, websites, and on-demand home service marketplace.
Key Agreement: By creating an account or using Serve as either a Customer or a Service Professional / Expert, you explicitly agree to comply with and be bound by these Terms and our Privacy Policy.
1. User Accounts & Eligibility
- You must be at least 18 years old and legally capable of entering into binding contracts to register an account.
- You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account.
- You agree to provide accurate, complete, and updated registration details at all times.
2. On-Demand Service Marketplace
- Serve functions as an on-demand marketplace connecting customers seeking domestic and specialized home services (cleaning, maintenance, electrical, plumbing, carpentry, beauty, etc.) with qualified independent service professionals.
- Service professionals act as independent contractors and are not direct employees of Abracom Premier Services.
3. Service Professional (Partner) Verification & KYC Obligations
- All service professionals must successfully complete mandatory Know Your Customer (KYC) identity verification, including providing valid government-issued photo identification (NRC / Passport / National ID) and a live facial selfie verification.
- Partner accounts remain in "Pending Approval" status until our compliance team reviews and validates all submitted documentation.
- Service providers warrant that they possess the necessary skills, training, and qualifications required to safely and proficiently execute booked tasks.
4. Escrow Protection Service & Financial Terms
- Secure Escrow Locking: When an escrow transaction is opened, the agreed funds plus applicable platform protection fees (1% buyer protection fee) are deducted from the payer's wallet balance and held securely in escrow.
- Protection Guarantee: Funds remain locked until the payer explicitly inspects and releases payment upon satisfactory task completion, or until a dispute is resolved by platform arbitration.
- Release of Funds: Upon confirmation of job completion, the held funds are instantly credited to the provider's wallet balance minus standard service fees.
- Dispute Resolution: If a service dispute arises, either party may request administrative review. Our arbitration team will evaluate proof of work and make a final, binding determination regarding fund allocation or refund.
5. Cancellations & Refunds
- Customers may cancel scheduled bookings through the app prior to the service provider beginning transit or commencing work.
- Eligible refunds will be credited directly back to the customer's wallet balance.
6. User Conduct & Prohibited Activities
You agree not to engage in any of the following prohibited behaviors:
- Violating any local, national, or international laws or regulations.
- Providing false, misleading, or fraudulent identification or payment information.
- Harassing, abusing, threatening, or discriminating against any customer, partner, or staff member.
- Attempting to circumvent platform fees or solicit offline payments for bookings initiated on Serve.
- Interfering with the security, operation, or integrity of the application.
7. Limitation of Liability
To the maximum extent permitted by applicable law, Abracom Premier Services and its affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the platform or services performed by independent providers.
8. Governing Law & Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of the Republic of Zambia, without regard to its conflict of law provisions.
9. Contact Information
For questions or formal notices regarding these Terms, please contact:
- Abracom Premier Services
- Email: support@abracompremierservices.com
- Phone / WhatsApp: +260771309793
- Location: plot no. 8 new chamber Valley ngwerere road