Terms & Conditions

Acceptance of Terms

These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and LuviaSpark Ltd ("LuviaSpark," "we," "us," or "our"), governing your access to and use of the LuviaSpark mobile application and all associated services (collectively, the "Service").

These Terms apply to all users of the Service, including customers who book services, staff members who deliver services, and any other persons who access the application in any capacity.

We reserve the right to update these Terms at any time. Changes take effect immediately upon posting to the app or website. Your continued use of the Service after any changes constitutes acceptance of the updated Terms.

Eligibility

To use LuviaSpark, you must:

• Be at least 18 years of age. Users aged 13–17 may only use the Service with verified parental or guardian consent.
• Be legally capable of entering into a binding contract under the laws of your jurisdiction.
• Not be a person barred from receiving services under applicable law.
• Provide accurate, current, and complete information during registration and maintain that information up to date.
• Have a valid phone number and email address for account verification and communication.

By registering, you represent and warrant that all information you provide is true, accurate, and complete, and that you meet all eligibility requirements.

Your Account

Account Registration

To access most features of LuviaSpark, you must create an account by providing your name, phone number, email address, and a password. You may also be required to verify your phone number via OTP (one-time password).

Account Security

You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to:

• Keep your password secure and not share it with any third party.
• Notify us immediately at support@luviaspark.com if you suspect any unauthorised use of your account.
• Log out of your account at the end of each session if using a shared device.

LuviaSpark will not be liable for any loss or damage arising from your failure to comply with these security obligations.

One Account Per Person

Each person may maintain only one active customer account. Creating multiple accounts to circumvent a suspension, ban, or the two-strike policy is a violation of these Terms and may result in permanent termination of all associated accounts.

Our Services

LuviaSpark is an on-demand home services platform that connects customers with trained service professionals for:

• Car Wash: Exterior wash, interior vacuum, and detailing at your specified location.
• Laundry: Pickup, washing, drying, folding, and delivery of laundry items.
• Home Cleaning: Professional cleaning of residential spaces including rooms, kitchens, and bathrooms.

LuviaSpark operates as an owner-operator model. All service professionals are employed or contracted directly by LuviaSpark and are dispatched at our sole discretion following a customer booking.

We reserve the right to add, modify, or discontinue any service at any time without prior notice. Service availability may vary by location.

Service Standards

We are committed to delivering high-quality services. However, LuviaSpark does not guarantee a specific outcome for any service (e.g., complete stain removal, specific cleaning results). Service quality may vary based on the condition of items or premises at the time of service.

Bookings & Cancellations

Making a Booking

You may book a service through the LuviaSpark app by selecting a service type, providing a service address, and specifying a preferred date and time. A booking is confirmed only when you receive an in-app confirmation notification and sufficient wallet balance has been reserved for the booking.

Assignment of Staff

Once a booking is confirmed, our admin team will assign a qualified service professional at our discretion. You will be notified when a professional is assigned and can track their location in real time once they are en route.

Cancellations by You

You may cancel a booking from within the app before a service professional has been dispatched. Cancellation policies are as follows:

• Cancelled before dispatch: Full refund to your wallet within 24 hours.
• Cancelled after dispatch (professional is en route): A cancellation fee may apply to cover travel costs incurred by the professional. The applicable fee will be clearly displayed in the app before you confirm cancellation.
• No-show (professional arrives but cannot access the premises): This will be treated as a cancellation after dispatch, and the cancellation fee will apply. Repeated no-shows may trigger the two-strike policy (see Section 8).

Cancellations by LuviaSpark

We reserve the right to cancel or reschedule a booking due to staff unavailability, operational issues, or circumstances beyond our control (e.g., severe weather). In such cases, you will receive a full refund to your wallet and be notified promptly.

Payments & Wallet

In-App Wallet

LuviaSpark uses a prepaid wallet system. You must maintain a sufficient wallet balance to book and pay for services. The wallet balance is not redeemable for cash and has no monetary value outside the LuviaSpark platform.

Funding Your Wallet

You may fund your wallet via bank transfer. After completing a transfer, you must upload a payment slip (screenshot or photo of the transfer confirmation) within the app. Our admin team will review and manually verify each payment slip. Wallet credits are applied only after successful verification.

• Verification is typically completed within 2–4 business hours during operating hours.
• Do not upload fraudulent, edited, or duplicate payment slips. This constitutes fraud and will result in immediate account termination and possible legal action.
• LuviaSpark is not responsible for funds transferred to incorrect bank accounts due to user error.

Payment Processing

Payment processing and certain financial transactions on the platform are facilitated by Paystack, a third-party payment processor. By using our payment features, you also agree to Paystack's Terms of Service.

Pricing

Service prices are displayed in the app at the time of booking. Prices are in Nigerian Naira (₦) unless otherwise stated. LuviaSpark reserves the right to change pricing at any time. Changes will not affect bookings already confirmed before the price change takes effect.

Refunds

Refunds are issued to your in-app wallet, not to the original funding source. To request a refund for a disputed charge, contact us at support@luviaspark.com within 7 days of the relevant transaction. We will review all refund requests on a case-by-case basis.

User Conduct

By using LuviaSpark, you agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable law or regulation.
• Harass, abuse, threaten, or intimidate any LuviaSpark staff member, employee, or other user.
• Provide false, misleading, or inaccurate information during registration or when making a booking.
• Upload fraudulent or altered payment slip images.
• Create multiple accounts to abuse promotions, circumvent bans, or game the two-strike system.
• Attempt to solicit or engage LuviaSpark staff for services outside of the platform (i.e., direct, off-platform bookings).
• Interfere with the app's technical infrastructure, including attempting to hack, reverse-engineer, or disrupt the Service.
• Use bots, scrapers, or automated tools to interact with the Service.
• Share your account credentials with others or allow third parties to use your account.
• Post or transmit any content that is defamatory, obscene, or infringes any intellectual property right.

Violation of any of these rules may result in immediate suspension or permanent termination of your account without refund.

Two-Strike Policy

LuviaSpark operates a two-strike system to address situations where a customer is unreachable or unavailable at the time of service:

• Strike 1: A "Customer Unreachable" event is logged against your account when a staff member arrives at your location and cannot reach you after reasonable attempts (calls, in-app notifications). You will be notified of the strike via push notification and email.
• Strike 2: A second "Customer Unreachable" event results in your account being flagged for admin review. Your ability to make new bookings may be suspended pending review.

During an admin review, we will contact you to understand the circumstances. If the situation is resolved satisfactorily, restrictions may be lifted. Deliberate or repeated unreachability will result in permanent account suspension.

To avoid strikes, please ensure your phone is reachable, your address is accurate, and someone is present at the location during the booked time window.

Service Professionals

All LuviaSpark service professionals (referred to as "staff") are trained, vetted individuals who operate under direct supervision of LuviaSpark management. They are not independent contractors offering services on their own behalf — they act as representatives of LuviaSpark.

Professional Conduct

Our staff are required to:

• Arrive at the scheduled location within the agreed time window.
• Conduct themselves professionally and respectfully at all times.
• Carry proper equipment and supplies needed for the booked service.
• Not solicit tips, additional payments, or off-platform bookings from customers.

Reporting Staff Issues

If you experience unprofessional behaviour from a staff member, please report it immediately via the app or by emailing support@luviaspark.com. We take all reports seriously and will investigate promptly.

Off-Platform Solicitation

You must not attempt to hire LuviaSpark staff directly outside of the app, nor encourage them to provide services off-platform. Any off-platform arrangements are entirely at your own risk and LuviaSpark accepts no liability for services arranged outside the app.

Intellectual Property

The LuviaSpark name, logo, app design, brand identity, text, graphics, user interface, and all other content within the Service (collectively, "Content") are the exclusive intellectual property of LuviaSpark Ltd and are protected by applicable copyright, trademark, and other intellectual property laws.

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for your personal, non-commercial purposes. You may not:

• Copy, reproduce, modify, or distribute any Content without our prior written consent.
• Use our trademarks, logos, or brand elements in any manner without our express approval.
• Create derivative works based on the Service or its Content.
• Reverse-engineer, decompile, or disassemble any part of the application.

Any feedback, suggestions, or ideas you submit to us may be used by LuviaSpark without obligation or compensation to you.

Limitation of Liability

To the maximum extent permitted by applicable law, LuviaSpark and its directors, employees, and agents shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages arising from your use of, or inability to use, the Service.
• Any loss of data, revenue, profits, goodwill, or business opportunity.
• Any personal injury or property damage resulting from your use of the Service or from the conduct of a service professional, except where caused by our gross negligence or wilful misconduct.
• Any technical failures, downtime, or data breaches beyond our reasonable control.
• The quality or outcome of any service, where such outcome is beyond the reasonable control of our staff (e.g., pre-existing stains that cannot be removed, pre-existing damage to property).

In jurisdictions where limitation of liability clauses are restricted by law, our liability is limited to the maximum extent permitted. In no event shall our total liability to you exceed the amount you paid to LuviaSpark in the 3 months preceding the event giving rise to the claim.

Indemnification

You agree to indemnify, defend, and hold harmless LuviaSpark Ltd, its officers, directors, employees, agents, and partners from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or related to:

• Your use of or access to the Service.
• Your violation of these Terms.
• Your violation of any applicable law or the rights of any third party.
• Any content or information you submit, upload, or transmit through the Service.
• Any fraudulent payment slip or misrepresentation you make to LuviaSpark.

Termination

Termination by You

You may delete your account at any time from within the app settings. Upon deletion, your personal data will be handled in accordance with our Privacy Policy. Any unused wallet balance at the time of account deletion is non-refundable unless otherwise required by law.

Termination by LuviaSpark

We reserve the right to suspend or permanently terminate your account at any time, with or without notice, if we determine that you have:

• Violated any provision of these Terms.
• Engaged in fraudulent activity (including uploading fake payment slips).
• Harassed, abused, or threatened our staff or other users.
• Repeatedly been unreachable at the time of service (two-strike policy).
• Engaged in any activity that harms LuviaSpark or its users.

Effect of Termination

Upon termination, your right to use the Service ceases immediately. Provisions of these Terms that by their nature should survive termination (including Intellectual Property, Limitation of Liability, Indemnification, and Governing Law) shall continue to apply.

Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria, without regard to conflict of law principles.

Any dispute arising out of or in connection with these Terms or the Service shall first be addressed through good-faith negotiation. If a dispute cannot be resolved informally within 30 days, both parties agree to submit to the exclusive jurisdiction of the courts located in Nigeria.

Nothing in this clause prevents either party from seeking emergency injunctive relief from a competent court to prevent irreparable harm pending resolution of the dispute.

Changes to These Terms

We may revise these Terms from time to time to reflect changes in law, our business practices, or our Service. When we make material changes, we will:

• Update the "Last updated" date at the top of this document.
• Send you a push notification and/or email to notify you of significant changes.
• Where required by applicable law, seek your renewed consent.

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree with the changes, you must stop using the Service and may delete your account.

Contact Us

If you have any questions about these Terms & Conditions or wish to report a violation, please reach out to us:

LuviaSpark Ltd
We aim to respond to all legal and compliance enquiries within 5 business days.