Frequently Asked Questions

Artilance is a marketplace that connects customers with verified, independent service providers for home and personal services. We provide the technology to find each other, chat, book, and pay securely through escrow. We are not the provider of the services themselves — the work is carried out by independent providers.

At launch, Artilance operates in Lagos, Nigeria. We plan to expand to more locations over time.

Anyone who is at least 18 years old and able to enter into a binding contract. The information you provide must be accurate and belong to you.

1. Post a request describing what you need.
2. Receive quotes from interested providers.
3. Accept the quote you want.
4. Pay the agreed amount, which is held securely in escrow.
5. The provider carries out the work.
6. When you’re satisfied, release the payment using your escrow confirmation code.

Payments are held in escrow by our payment partner (Payscrow). The provider is only paid after you confirm the work is done by releasing your escrow confirmation code. Until you release it, your money is held — not paid out.

• Customers pay a 2% service fee, added at checkout on top of the price agreed with the provider.
• Providers are charged 5% on completed jobs (a 3.5% platform fee plus a 1.5% payment-processing fee), deducted from their payout.

There are no subscriptions — you’re only charged on a per-job basis.

When you release the escrow funds, we instruct our payment partner to release the provider’s payout immediately. Our payment partner then settles payouts on a next-business-day (T+1) basis, and funds sometimes arrive sooner. Actual timing depends on our payment partner and the receiving bank.

Providers verify their identity using their National Identification Number (NIN) and a face (liveness) check through a licensed verification partner. Verification confirms identity — it is not a guarantee of a provider’s skill, quality, or the outcome of a job, so always review profiles and quotes before you proceed.

Yes. We do not store your NIN in readable form — we keep only a one-way encrypted reference and the verification result. In our standard verification flow, your verification selfie is processed by our verification partner and is not stored by Artilance.

Raise a complaint or dispute in the app with supporting evidence. Raising a dispute can freeze the escrowed funds while the matter is reviewed. Artilance reviews the evidence and decides whether a full or partial refund is warranted, and our payment partner carries out the settlement.

In the current version of the app, a booking can be cancelled before payment. Once your payment is held in escrow, cancellation is handled through the refund and dispute process instead.

Some bookings let you flag an urgent problem. This is not an emergency response service. It notifies the other party to the booking and creates a record for our internal review — it does not contact the police, medical services, or fire services.

You can delete your account in the app at any time. For security, we email you a one-time code to confirm; once you confirm, deletion is immediate and irreversible. You’ll need to first complete or resolve any active booking, pending payout, or open dispute. When you delete your account, we anonymise your personal data and retain certain records (such as transaction history) as explained in our Privacy Policy.

No. We only send messages about your account, your transactions, and the security of your account. If we ever introduce marketing emails, we’ll ask you to opt in first.

Email us at hello@artilance.com, or use Help & Support → Contact Support in the app.