Wookii
Payment Security

Escrow Payment Policy

Effective Date: 1 August 2026 • Wookii Legal & Trust Framework

1. INTRODUCTION

Welcome to Wookii. This Escrow Policy (“Policy”) explains how eligible customer payments are handled through Wookii’s escrow payment workflow. The purpose of this Policy is to provide transparency regarding how payments are received, held, protected and released during the lifecycle of a booking. This Policy forms part of the legal agreement between Wookii Technologies Ltd (“Wookii”), Customers and Artisans. By using the Wookii Platform, making payments, accepting bookings or providing services, you agree to this Policy. This Policy should be read together with:

  • Wookii Terms of Service
  • Wookii Privacy Policy
  • Wookii Booking & Cancellation Policy
  • Wookii Refund Policy
  • Wookii Wallet Terms
  • Any additional Wookii policies published from time to time.

2. PURPOSE

The Wookii escrow payment workflow is designed to:

  • promote trust between Customers and Artisans;
  • reduce payment-related disputes;
  • protect eligible customer payments during active bookings;
  • encourage service completion before payment release;
  • support a fair marketplace for all users.

3. DEFINITIONS

For the purposes of this Policy:

  • Artisan means an independent service provider registered on the Wookii Platform.
  • Booking means a confirmed service request made through the Platform.
  • Customer means the individual requesting or paying for a service.
  • Escrow Payment means an eligible customer payment processed through Wookii’s payment workflow and held pending the outcome of the booking in accordance with applicable Wookii policies.
  • Payment Provider means a third-party payment processor integrated with the Platform, including providers such as Paystack or Flutterwave.
  • Platform means the Wookii mobile application, website and related services.
  • Payment Release means the release of an eligible escrow payment following completion of the applicable conditions under this Policy.

4. HOW THE WOOKII ESCROW PAYMENT WORKFLOW OPERATES

For eligible bookings, the general payment workflow is as follows:

1. The Customer and Artisan agree on the scope of work and pricing.

2. The Customer proceeds to payment through the Wookii Platform.

3. Payment is successfully processed by an approved payment provider.

4. The booking is confirmed.

5. The Artisan performs the agreed service.

6. The Customer reviews the completed work.

7. If satisfied, the Customer selects Complete Job within the Platform.

  1. Subject to any applicable dispute, refund process or other Wookii policy, the payment is released to the Artisan. The escrow payment workflow is intended to provide confidence to both parties throughout the booking process.

5. ELIGIBLE BOOKINGS

The escrow payment workflow applies only to bookings designated by Wookii as eligible for escrow handling. Certain services, payment methods or promotional transactions may not qualify. Where escrow does not apply, Wookii will indicate the applicable payment process through the Platform where reasonably practicable.

6. PAYMENT PROCESSING

Payments are processed through approved third-party payment providers integrated with the Wookii Platform. At the time of publication of this Policy, these providers may include:

  • Paystack; and
  • Flutterwave. Wookii may introduce, replace or discontinue payment providers from time to time. Users may also be subject to the terms and conditions of the relevant payment provider.

7. CUSTOMER RESPONSIBILITIES

Customers are expected to:

  • review the agreed quotation before making payment;
  • ensure payment details are accurate;
  • use only approved payment methods available through the Platform;
  • inspect completed work before confirming completion;
  • report workmanship issues promptly through the Platform where applicable;
  • avoid making payments outside the Wookii Platform for bookings initiated through Wookii.

8. ARTISAN RESPONSIBILITIES

Artisans are expected to:

  • perform the agreed service professionally;
  • complete only the agreed scope of work unless otherwise approved;
  • communicate honestly throughout the booking;
  • refrain from requesting off-platform payments;
  • comply with the Wookii Terms of Service and all applicable Platform policies.

Artisans acknowledge that payment release is governed by the Wookii escrow payment workflow and applicable Platform policies.

9. PAYMENT RELEASE

For eligible bookings, payment is generally released after:

  • the agreed service has been completed;
  • the Customer confirms completion through the Complete Job feature; and
  • no applicable Platform policy requires payment to remain pending. Where a dispute, refund review or other applicable process has been initiated before payment release, the payment may remain subject to review until the matter is resolved in accordance with Wookii’s applicable policies. Nothing in this Policy guarantees immediate payment release where additional review is reasonably necessary.

10. CUSTOMER REVIEW BEFORE PAYMENT RELEASE

Customers are encouraged to carefully inspect the completed service before selecting Complete Job. Customers should ensure that:

  • the agreed work has been completed;
  • the service substantially matches the agreed scope;
  • any visible workmanship concerns have been raised with the Artisan before confirming completion where reasonably practicable. Confirming completion authorizes Wookii to proceed with payment release in accordance with this Policy.

11. PAYMENT RELEASE RESTRICTIONS

Wookii may temporarily delay or withhold payment release where reasonably necessary to:

  • review a reported dispute;
  • investigate suspected fraud;
  • verify booking information;
  • comply with applicable laws or regulatory obligations;
  • respond to a lawful request from a competent authority;
  • protect the integrity and security of the Platform. Payment will not be withheld longer than reasonably necessary for the applicable review or legal requirement.

12. DISPUTES INVOLVING ESCROW PAYMENTS

If a Customer or Artisan reports a dispute before payment has been released, Wookii may temporarily place the escrow payment under review. During this period, Wookii may:

  • request additional information from either party;
  • review booking records;
  • examine quotations and agreed service details;
  • review communications exchanged through the Platform;
  • examine photographs, videos or other supporting evidence;
  • consider any other information reasonably relevant to the matter. Following the review, Wookii may determine the appropriate outcome under its applicable policies, including payment release, refund, or another appropriate resolution.

13. REFUNDS AND ESCROW PAYMENTS

Where a refund is approved before payment has been released to the Artisan, Wookii may process the refund in accordance with the Wookii Refund Policy. Refund decisions will take into account:

  • the stage of the booking;
  • whether the agreed service was performed;
  • the information available to Wookii;
  • compliance with applicable Wookii policies.

Approval of a refund under this Policy does not affect any separate rights or remedies available under applicable law.

14. FAILED OR UNSUCCESSFUL PAYMENTS

A booking is not considered confirmed unless payment has been successfully processed through an approved payment provider. Where a payment:

  • fails;
  • is declined;
  • is reversed before confirmation; or
  • cannot be verified, the booking may remain pending or may be cancelled in accordance with the Booking & Cancellation Policy. Customers may be required to make another payment before the booking can proceed.

15. DUPLICATE PAYMENTS

If a Customer believes that the same booking has been paid for more than once, the Customer should notify Wookii as soon as reasonably possible. Wookii may investigate the transaction and, where appropriate:

  • coordinate with the relevant payment provider;
  • correct duplicate transaction records;
  • facilitate an appropriate refund or adjustment.

16. PAYMENT CHARGEBACKS

Customers are encouraged to contact Wookii before initiating a chargeback through their payment provider. Where a chargeback is initiated, Wookii may:

  • review the booking;
  • provide relevant transaction information to the payment provider;
  • temporarily suspend related payment processing while the matter is reviewed;
  • take appropriate action where fraudulent or abusive chargeback activity is identified. Nothing in this section limits any legal rights a Customer may have under applicable law.

17. OFF-PLATFORM PAYMENTS

To maintain the protections offered by Wookii’s escrow payment workflow, all payments for bookings initiated through the Platform should be made using Wookii- approved payment methods. Customers and Artisans must not:

  • request or encourage direct cash payments intended to bypass the Platform;
  • request payment through personal bank accounts, digital wallets or other channels outside the Platform for bookings initiated through Wookii;
  • attempt to avoid applicable Platform fees through off-platform transactions. Payments made outside the Wookii Platform are not covered by Wookii’s escrow payment workflow or the related protections described in this Policy.

18. FRAUD PREVENTION

Wookii may monitor transactions to help detect and prevent fraudulent activity. Examples include:

  • unusual payment patterns;
  • suspected account compromise;
  • duplicate accounts;
  • identity misrepresentation;
  • suspicious booking behaviour;
  • payment fraud;
  • attempts to manipulate the Platform’s payment process. Where suspicious activity is detected, Wookii may:
  • request additional verification;
  • temporarily restrict account activity;
  • delay payment release while a review is conducted;
  • suspend or terminate accounts in accordance with the Terms of Service;
  • report suspected unlawful activity to the appropriate authorities where required or permitted by law.

19. RECORD KEEPING

Wookii may maintain records relating to escrow transactions, including:

  • booking references;
  • payment confirmations;
  • transaction references;
  • payment release records;
  • refund records;
  • dispute records;
  • communications relevant to payment processing. These records may be used for:
  • payment administration;
  • customer support;
  • dispute resolution;
  • fraud prevention;
  • legal compliance;
  • internal auditing. Retention of such information is governed by the Wookii Privacy Policy and applicable law.

20. LIMITATION OF LIABILITY

Wookii provides the technology and payment workflow that facilitates escrow-enabled transactions between Customers and independent Artisans. Except where required by applicable law:

  • Wookii does not guarantee that every transaction will be free from dispute;
  • Wookii is not responsible for the independent performance of services by Artisans;
  • Wookii does not guarantee uninterrupted availability of third-party payment providers. Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited.

21. POLICY UPDATES

  • changes in Platform functionality;
  • changes to payment processes;
  • legal or regulatory requirements;
  • operational improvements;
  • new payment providers or technologies. Where material changes are made, Wookii may notify users through the Platform, email or other appropriate communication channels. Continued use of the Platform after the updated Policy becomes effective constitutes acceptance of the revised Policy to the extent permitted by applicable law.

22. CONTACT US

If you have questions about this Escrow Policy or require assistance with an escrow- related matter, please contact: Wookii Nigeria Ltd Customer Support Email: support@wookii.com Support: Available through the Wookii mobile application and official customer support channels. FINAL STATEMENT Wookii’s escrow payment workflow is designed to provide confidence and transparency throughout the booking process.

By temporarily holding eligible payments until the conditions for payment release have been satisfied, Wookii seeks to protect both Customers and Artisans while promoting trust, accountability and fairness across the Platform. By using the Wookii Platform, you acknowledge that you have read, understood and agree to this Escrow Policy.

Questions about this policy? Contact our Trust & Compliance Team at support@wookii.com