Wookii
Support and Knowledgebase

Help Centre & FAQ

Explore answers across 176 common questions about booking, payments, escrow, wallets, refunds, and artisan services.

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1 What is Wookii?
Wookii is a technology-driven TrustTech platform that connects Customers with independent skilled Artisans and service professionals through a secure, transparent and reliable marketplace. The Platform allows Customers to search for professionals, negotiate services, make secure payments, manage bookings and hire with greater confidence through Wookii’s trust and customer protection framework.
About & Account Wookii Help Centre
2 What makes Wookii different?
Wookii is built around trust. Unlike informal methods of hiring through social media, roadside referrals or messaging apps, Wookii combines: • secure payment workflows; • customer-controlled payment release; • transparent bookings; • in-app communication; • customer protection policies; • dispute resolution; • the Wookii 24-Hour Service Guarantee for eligible services; • fraud prevention measures; • secure digital records. These features help make hiring safer and more transparent for both Customers and Artisans.
About & Account Wookii Help Centre
3 Is Wookii the employer of Artisans?
No. Artisans are independent service providers who use the Wookii Platform to connect with Customers. Wookii provides the technology, booking tools and customer protection framework but is not the employer of Artisans.
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4 Who can use Wookii?
Anyone who meets the Platform’s eligibility requirements may register as: • a Customer seeking services; or • an Artisan providing eligible services. Users must comply with Wookii’s Terms of Service and other Platform policies.
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5 Which services can I find on Wookii?
Wookii supports a growing range of home and professional service categories. Available categories may vary by location and are updated from time to time.
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6 How do I create a Wookii account?
Download the Wookii app, register using the required information, verify your account where applicable and complete your profile. Once registration is complete, you can begin using the Platform.
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7 Can I have more than one account?
No. Users should maintain only one account unless Wookii expressly authorizes otherwise. Multiple accounts created to misuse promotions, rewards or Platform features may result in suspension.
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8 I forgot my password. What should I do?
Use the Forgot Password option on the login screen and follow the instructions to reset your password.
About & Account Wookii Help Centre
9 Can I update my profile information?
Yes. You can update eligible profile information through your account settings. Certain information may require verification before changes take effect.
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10 Why do I need to verify my account?
Verification helps improve trust, reduce fraud and maintain the integrity of the Wookii marketplace.
About & Account Wookii Help Centre
11 How do I search for an Artisan?
Browse the available service categories or use the search feature to find professionals offering the service you need.
Finding & Hiring Wookii Help Centre
12 Can I compare different Artisans?
Yes. You can review available profile information, ratings, reviews and other details before deciding who to contact.
Finding & Hiring Wookii Help Centre
13 Can I contact an Artisan before booking?
Yes. Customers and Artisans can communicate through Wookii’s in-app messaging system before payment to discuss the job, ask questions and agree on the service requirements.
Finding & Hiring Wookii Help Centre
14 Can I negotiate the price?
Yes. Customers and Artisans may negotiate pricing and other service details before a booking is confirmed. Once both parties agree, the Artisan may submit a quotation through the Platform.
Finding & Hiring Wookii Help Centre
15 What is a quotation?
A quotation is the agreed price and scope of work prepared by the Artisan after discussing the job with the Customer. Customers should carefully review the quotation before making payment.
Finding & Hiring Wookii Help Centre
16 When is my booking confirmed?
A booking is confirmed after: • the Customer accepts the agreed quotation where applicable; and • successful payment is made through the Wookii Platform.
Bookings & Orders Wookii Help Centre
17 Can I change my booking?
Yes. Changes may be made before the service is completed if both the Customer and the Artisan agree. Significant changes to the scope of work may require a revised quotation or a new booking.
Bookings & Orders Wookii Help Centre
18 Can I cancel my booking?
Yes. Bookings may be cancelled in accordance with the Wookii Booking & Cancellation Policy. The outcome may depend on the stage of the booking and the circumstances of the cancellation.
Bookings & Orders Wookii Help Centre
19 Can I book more than one Artisan?
Yes. Customers may create multiple bookings for different services or different Artisans, subject to Platform availability.
Bookings & Orders Wookii Help Centre
20 What happens after I make payment?
Once payment is successfully processed: • your booking becomes confirmed; • the Artisan is notified to proceed with the service; • your payment is handled through Wookii’s payment workflow in accordance with the applicable Platform policies.
Bookings & Orders Wookii Help Centre
21 Is Wookii available throughout Nigeria?
Wookii is continually expanding its coverage. The availability of services depends on the locations where registered Artisans currently operate.
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22 How do I contact Wookii Customer Support?
You can contact Customer Support through the Wookii app or by emailing: support@wookii.com
About & Account Wookii Help Centre
23 Where can I read Wookii’s policies?
All current Platform policies are available through the Wookii app and official Wookii website.
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24 Why should I choose Wookii?
Wookii combines trusted service professionals with secure payments, customer protection, transparent booking processes and structured support to make hiring simpler, safer and more reliable.
About & Account Wookii Help Centre
25 What is Wookii’s mission?
Wookii’s mission is to empower Customers and independent service professionals through technology by providing a secure, transparent and trusted platform that simplifies hiring, protects payments and promotes accountability.
About & Account Wookii Help Centre
26 How do I find the right Artisan?
Use the search or browse feature to select the service category you need. You can review Artisan profiles, ratings, reviews and other available information before deciding who to contact.
Finding & Hiring Wookii Help Centre
27 Can I contact multiple Artisans?
Yes. You may communicate with multiple Artisans before deciding which one best suits your needs.
Finding & Hiring Wookii Help Centre
28 Can I ask questions before booking?
Yes. Customers are encouraged to discuss the job in detail before making payment to ensure both parties clearly understand the work involved.
Finding & Hiring Wookii Help Centre
29 What should I discuss before hiring an Artisan?
You should discuss: • the exact work required; • expected completion time; • materials required; • pricing; • service location; • preferred date and time; • any special instructions. Clear communication helps reduce misunderstandings.
Finding & Hiring Wookii Help Centre
30 Can an Artisan inspect my job before giving a quotation?
Yes. Depending on the type of service, an Artisan may request additional information, photographs, videos or an inspection before providing a quotation.
Finding & Hiring Wookii Help Centre
31 Can I negotiate the price?
Yes. Wookii allows Customers and Artisans to negotiate pricing before payment is made.
Finding & Hiring Wookii Help Centre
32 Can I negotiate the scope of work?
Yes. Both parties may agree on what work will be included before the quotation is accepted.
Finding & Hiring Wookii Help Centre
33 Can the quotation change?
Yes. If the job requirements change before payment, the Artisan may submit a revised quotation. After payment, material changes to the agreed work may require an updated quotation or a new booking.
Finding & Hiring Wookii Help Centre
34 Am I required to accept a quotation?
No. You are free to decline a quotation before making payment.
Finding & Hiring Wookii Help Centre
35 Can an Artisan withdraw a quotation?
Yes. Before payment is completed, an Artisan may revise or withdraw a quotation where circumstances reasonably require.
Finding & Hiring Wookii Help Centre
36 When does my booking become official?
Your booking becomes confirmed only after successful payment through the Wookii Platform.
Bookings & Orders Wookii Help Centre
37 What happens after I pay?
After successful payment: • your booking is confirmed; • the Artisan is notified; • the service proceeds according to the agreed arrangement.
Bookings & Orders Wookii Help Centre
38 Can I change the booking date?
Yes. The Customer and Artisan may agree to reschedule the booking. Rescheduling requires the agreement of both parties.
Bookings & Orders Wookii Help Centre
39 Can I change the service address?
Yes. If the service has not yet started, both parties may agree to update the location. Significant location changes may affect pricing or scheduling.
Bookings & Orders Wookii Help Centre
40 Can I add more work after booking?
Yes. However, additional work outside the original agreement may require: • a revised quotation; • additional payment; or • a separate booking.
Bookings & Orders Wookii Help Centre
41 What should I do before the Artisan arrives?
Customers should: • ensure someone is available if required; • provide access to the service location; • prepare the work area where appropriate; • communicate any important instructions in advance.
Bookings & Orders Wookii Help Centre
42 What if I gave the wrong address?
Notify the Artisan immediately through the Wookii Platform. Significant location changes may affect scheduling or pricing.
Bookings & Orders Wookii Help Centre
43 What if the Artisan cannot locate my address?
Use the in-app chat to provide additional directions or landmarks.
Bookings & Orders Wookii Help Centre
44 What if I live in a gated estate?
Please inform the Artisan of any access requirements before the appointment. Examples include: • visitor passes; • security clearance; • parking instructions; • gate codes where appropriate.
Bookings & Orders Wookii Help Centre
45 Can I communicate with the Artisan during the job?
Yes. Customers and Artisans are encouraged to communicate professionally throughout the service.
Bookings & Orders Wookii Help Centre
46 Can the Artisan request additional payment during the job?
Only if both parties agree to additional work that was not included in the original quotation. Any additional work should be clearly discussed before proceeding.
Bookings & Orders Wookii Help Centre
47 What if unexpected problems are discovered?
The Artisan should explain the issue and discuss available options with the Customer before continuing with any additional work.
Bookings & Orders Wookii Help Centre
48 Can I stop the job midway?
Yes, depending on the circumstances. If a disagreement arises, you should communicate with the Artisan and, where necessary, contact Wookii Customer Support. The outcome may be subject to the Booking & Cancellation Policy and other applicable Platform policies.
Bookings & Orders Wookii Help Centre
49 What should I do when the job is completed?
Inspect the completed work carefully. If you are satisfied that the agreed work has been completed, tap Complete Job in the Wookii app to authorize payment release.
Bookings & Orders Wookii Help Centre
50 What if I am not satisfied?
Do not confirm completion until you have reviewed the work. If appropriate, communicate with the Artisan through the Platform. Where necessary, you may report an eligible issue under the Wookii 24-Hour Service Guarantee or submit a dispute in accordance with Wookii’s policies.
Bookings & Orders Wookii Help Centre
51 Can I request additional work after completion?
Yes. However, additional work is generally treated as a new service and may require a new quotation or booking.
Bookings & Orders Wookii Help Centre
52 Can I hire the same Artisan again?
Yes. You may book the same Artisan again through the Wookii Platform whenever their services are available. Booking through Wookii helps ensure your transaction continues to benefit from the Platform’s payment workflow and customer protection features.
Bookings & Orders Wookii Help Centre
53 Can I leave a review?
Yes. After completing a booking, eligible Customers may rate their experience and leave a review. Reviews should be honest, respectful and based on the actual service received.
Bookings & Orders Wookii Help Centre
54 Can I edit my review?
Where supported by the Platform, you may edit your review within the permitted timeframe. Reviews that violate Wookii’s policies may be removed or moderated.
Bookings & Orders Wookii Help Centre
55 What if the Artisan asks me to pay outside Wookii?
You should decline and report the request to Wookii. Payments made outside the Platform are not covered by Wookii’s escrow workflow, customer protection processes or related policies.
Bookings & Orders Wookii Help Centre
56 Why should I always complete my booking through Wookii?
Completing your booking through Wookii helps ensure you benefit from: • secure payment processing; • customer-controlled payment release; • the Wookii 24-Hour Service Guarantee where applicable; • dispute resolution; • refund procedures where eligible; • booking history; • customer support; • fraud protection. These protections are generally unavailable for transactions completed outside the Wookii Platform.
Bookings & Orders Wookii Help Centre
57 What happens if either party fails to communicate?
Good communication is essential to a successful booking. If either the Customer or the Artisan becomes unresponsive, the other party should make reasonable efforts to communicate through the Platform. If the issue cannot be resolved, Wookii Customer Support may be contacted for assistance.
Bookings & Orders Wookii Help Centre
58 What happens if my booking cannot proceed?
If a booking cannot proceed because of circumstances such as cancellation, inability to perform the agreed service or another issue covered by Wookii’s policies, the matter will be handled in accordance with the applicable Booking & Cancellation Policy, Refund Policy and other relevant Platform policies.
Bookings & Orders Wookii Help Centre
59 How do I pay for a booking?
After you and the Artisan agree on the service details and quotation, you can proceed to payment through the Wookii app. Payments must be made using the payment options available on the Platform.
Payments & Escrow Wookii Help Centre
60 Which payment methods does Wookii accept?
Depending on the features available at the time, you may pay using: • Online Payment • Wookii Wallet • A combination of Wallet balance and Online Payment, where supported. Available payment methods may change as Wookii introduces new payment options.
Payments & Escrow Wookii Help Centre
61 Which payment providers does Wookii use?
Wookii currently integrates with approved third-party payment providers, including: • Paystack • Flutterwave Wookii may add or replace payment providers in the future.
Payments & Escrow Wookii Help Centre
62 Is my payment secure?
Yes. Payments are processed through approved payment providers and supported by Wookii’s secure payment workflow. For bookings initiated through Wookii, payments should always be completed within the Platform.
Payments & Escrow Wookii Help Centre
63 Why should I avoid paying an Artisan directly?
Payments made outside Wookii are generally not covered by: • Wookii’s payment workflow; • customer protection processes; • dispute resolution procedures; • refund review process; • booking records; • other Platform protections. For your protection, always pay through Wookii.
Payments & Escrow Wookii Help Centre
64 What happens if my payment fails?
If a payment is unsuccessful: • your booking may remain unconfirmed; • no payment will be released to the Artisan; • you may try again using an available payment method. If the issue persists, contact your payment provider or Wookii Customer Support.
Payments & Escrow Wookii Help Centre
65 Why is my payment still pending?
A payment may remain pending because of: • banking verification; • payment provider processing; • temporary network issues; • security checks. If the payment remains pending for an extended period, contact Wookii Customer Support.
Payments & Escrow Wookii Help Centre
66 What happens after I make payment?
Once your payment is successfully processed: • your booking is confirmed; • the Artisan receives notification to proceed; • the payment enters Wookii’s secure payment workflow.
Payments & Escrow Wookii Help Centre
67 Does the Artisan receive my money immediately?
No. For eligible bookings, payment is handled through Wookii’s payment workflow and is released in accordance with the applicable Platform policies.
Payments & Escrow Wookii Help Centre
68 When is payment released?
For eligible bookings, payment is generally released after: • the agreed service has been completed; and • the Customer confirms completion by tapping Complete Job. Where a dispute has been reported before payment release, the payment may remain subject to review until the matter is resolved.
Payments & Escrow Wookii Help Centre
69 Can Wookii release payment without my confirmation?
Under Wookii’s current operating model, Customers are expected to confirm satisfactory completion before payment is released. If a dispute or exceptional circumstance arises, Wookii may manage the transaction in accordance with its Escrow Policy, Dispute Resolution Policy and other applicable Platform policies.
Payments & Escrow Wookii Help Centre
70 Why doesn’t Wookii pay the Artisan immediately?
The payment workflow is designed to: • encourage completion of the agreed work; • protect Customers; • support fair resolution where issues arise; • increase trust between Customers and Artisans.
Payments & Escrow Wookii Help Centre
71 What is the Wookii Wallet?
The Wookii Wallet is a digital wallet within the Platform that allows eligible users to receive approved wallet credits and make eligible payments through Wookii.
Wallet & Payouts Wookii Help Centre
72 Who has a Wookii Wallet?
Every registered Customer and Artisan is provided with a Wookii Wallet linked to their account. The way each Wallet functions depends on whether it belongs to a Customer or an Artisan.
Wallet & Payouts Wookii Help Centre
73 What can I use my Customer Wallet for?
Eligible Customer Wallet balances may be used to pay for bookings made through the Wookii Platform.
Wallet & Payouts Wookii Help Centre
74 Can I withdraw money from my Customer Wallet?
No. Customer Wallet balances, including eligible rewards, promotional credits and wallet-based refunds, are intended for use on the Wookii Platform and cannot be withdrawn as cash unless Wookii expressly states otherwise.
Wallet & Payouts Wookii Help Centre
75 Can I transfer my Wallet balance to another user?
No. Customer Wallet balances cannot be transferred, sold or exchanged for cash.
Wallet & Payouts Wookii Help Centre
76 How do I earn Wallet rewards?
From time to time, Wookii may reward eligible users through: • loyalty programmes; • promotional campaigns; • referral programmes; • customer engagement initiatives; • other approved reward programmes. Current reward eligibility and amounts are displayed within the Platform where applicable.
Wallet & Payouts Wookii Help Centre
77 Can Wallet rewards expire?
Some promotional rewards or campaign credits may have an expiry date. Where this applies, the expiry period will be communicated through the Platform or the relevant promotion.
Wallet & Payouts Wookii Help Centre
78 What happens if I receive Wallet credits by mistake?
If Wallet credits are added due to an error, Wookii may adjust or reverse those credits in accordance with the Wookii Wallet Terms.
Wallet & Payouts Wookii Help Centre
79 What is the Artisan Wallet?
The Artisan Wallet is where eligible payouts, approved cancellation compensation, promotional incentives and other approved credits may be recorded.
Wallet & Payouts Wookii Help Centre
80 Can Artisans withdraw money from their Wallet?
Yes. Eligible Wallet balances may be withdrawn by submitting a withdrawal request through the Wookii app. All withdrawal requests are subject to review and approval by Wookii.
Wallet & Payouts Wookii Help Centre
81 How do I request a withdrawal?
Go to your Wallet, enter the amount you wish to withdraw and submit your request. Wookii will review the request before processing the payout.
Wallet & Payouts Wookii Help Centre
82 Why is my withdrawal still pending?
Withdrawal requests may remain pending while Wookii verifies: • account information; • available Wallet balance; • completed bookings; • disputes; • security checks; • compliance with Platform policies.
Wallet & Payouts Wookii Help Centre
83 Can Wookii reject a withdrawal request?
Yes. A withdrawal request may be delayed or declined where reasonably necessary to: • investigate suspected fraud; • resolve disputes; • verify account information; • comply with legal or regulatory obligations; • enforce Wookii policies.
Wallet & Payouts Wookii Help Centre
84 How does Wookii protect payments?
Wookii uses secure payment providers, transaction monitoring and Platform safeguards to help protect payments processed through the Platform.
Payments & Escrow Wookii Help Centre
85 What should I do if someone asks for my OTP or password?
Never share your password, OTP or verification codes with anyone. Wookii Customer Support will never ask you to disclose confidential security credentials.
Payments & Escrow Wookii Help Centre
86 What should I do if I suspect payment fraud?
Immediately contact Wookii Customer Support through the app or official support channels. Provide as much information as possible so the matter can be investigated promptly.
Payments & Escrow Wookii Help Centre
87 Can I see my payment history?
Yes. Your account provides access to your booking and transaction history, allowing you to review previous payments and Wallet activity.
Payments & Escrow Wookii Help Centre
88 Why should I keep all payments within Wookii?
Keeping payments within the Platform helps ensure you benefit from: • secure payment processing; • transaction records; • customer-controlled payment release; • Wallet functionality; • dispute resolution; • refund review; • the Wookii 24-Hour Service Guarantee where applicable; • customer support; • fraud protection.
Payments & Escrow Wookii Help Centre
89 Does Wookii store my bank card details?
Sensitive payment information is processed by approved third-party payment providers. Wookii does not require users to share payment credentials directly with Artisans.
Payments & Escrow Wookii Help Centre
90 Who can I contact about payment issues?
If you experience any payment or Wallet-related issue, you can contact Wookii Customer Support through the app or by emailing: support@wookii.com
Payments & Escrow Wookii Help Centre
91 Why should I hire through Wookii instead of using social media or personal
referrals? Wookii provides a structured hiring experience with secure payments, customer- controlled payment release, transparent booking records, customer support, dispute resolution, and the Wookii 24-Hour Service Guarantee for eligible services. These protections are generally unavailable when hiring outside the Platform.
About & Account Wookii Help Centre
92 Why should I keep my payment on Wookii?
Keeping your payment within Wookii helps ensure that your transaction benefits from: • Secure payment processing • Transparent booking records • Customer protection • Refund review where applicable • Dispute resolution • The Wookii 24-Hour Service Guarantee where applicable • Customer Support Payments made outside Wookii are generally not covered by these protections.
About & Account Wookii Help Centre
93 Why does Wookii use customer-controlled payment release?
Wookii believes customers should have the opportunity to inspect the agreed work before authorizing payment release. This process promotes accountability while encouraging high-quality service delivery.
About & Account Wookii Help Centre
94 What is the purpose of the Wookii 24-Hour Service Guarantee?
The Wookii 24-Hour Service Guarantee encourages accountability by allowing Customers to report eligible workmanship-related issues within 24 hours of service completion. Where applicable, the Artisan is expected to return once to correct the reported workmanship issue at no additional labour cost.
About & Account Wookii Help Centre
95 Does Wookii guarantee every service?
No. Because Artisans are independent service providers, Wookii cannot guarantee the outcome of every service. However, Wookii provides policies, payment protection and dispute resolution processes that help promote fair outcomes and accountability.
About & Account Wookii Help Centre
96 How does Wookii verify Artisans?
Wookii may carry out verification processes before approving an Artisan’s account. Verification requirements may vary depending on the service category, available information and operational requirements.
Trust & Safety Wookii Help Centre
97 Does a verified profile mean Wookii guarantees the Artisan?
No. Verification helps improve trust and reduce fraud, but it does not guarantee the outcome of every booking. Customers should still review the Artisan’s profile, ratings and service history before making a booking.
Trust & Safety Wookii Help Centre
98 How can I identify a trusted Artisan?
Customers are encouraged to consider: • profile completeness; • verification status where applicable; • customer ratings; • reviews; • completed jobs; • communication and professionalism.
Trust & Safety Wookii Help Centre
99 Can Wookii remove fraudulent users?
Yes. Where Wookii determines that an account has violated its policies or engaged in fraudulent activity, the account may be suspended or permanently removed from the Platform.
Trust & Safety Wookii Help Centre
100 Does Wookii monitor activity on the Platform?
Yes. Wookii may monitor Platform activity to improve security, prevent fraud, investigate policy violations and maintain the integrity of the marketplace, in accordance with applicable laws and the Wookii Privacy Policy.
Trust & Safety Wookii Help Centre
101 Why are ratings important?
Ratings help Customers make informed hiring decisions and encourage high standards of professionalism among Artisans.
Trust & Safety Wookii Help Centre
102 Can I leave a review after every booking?
Eligible Customers may submit a rating and review after completing a booking through the Platform. Reviews should accurately reflect the service received.
Trust & Safety Wookii Help Centre
103 Can an Artisan respond to my review?
Where supported by the Platform, Artisans may have the opportunity to respond professionally to customer feedback.
Trust & Safety Wookii Help Centre
104 Can Wookii remove a review?
Yes. Reviews that violate Wookii’s policies, including fraudulent, abusive, offensive or misleading reviews, may be removed or moderated.
Trust & Safety Wookii Help Centre
105 Can I change my review?
Where the Platform allows, Customers may edit their review within the permitted period.
Trust & Safety Wookii Help Centre
106 What should I do if I feel unsafe during a booking?
If you believe you are in immediate danger, contact the appropriate emergency services first. After you are safe, report the incident to Wookii through the app or official Customer Support channels.
Trust & Safety Wookii Help Centre
107 What if an Artisan behaves unprofessionally?
You should report the behaviour through Wookii Customer Support. Wookii may investigate the matter and take appropriate action in accordance with its policies.
Trust & Safety Wookii Help Centre
108 What if a Customer behaves abusively toward an Artisan?
Artisans should report abusive, threatening or inappropriate behaviour through Wookii Customer Support. Wookii takes reports from both Customers and Artisans seriously.
Trust & Safety Wookii Help Centre
109 Can I report fraud?
Yes. If you suspect fraudulent activity, report it immediately through the Wookii app or official Customer Support channels. Provide as much information as possible to assist with the investigation.
Trust & Safety Wookii Help Centre
110 How does Wookii protect my information?
Wookii applies reasonable technical and organisational measures to help protect user information. Details about how personal information is collected, used and protected are available in the Wookii Privacy Policy.
Trust & Safety Wookii Help Centre
111 What is the best way to hire an Artisan?
For the best experience: • Clearly describe the work you need. • Share relevant photos or videos where possible. • Discuss the job in detail before payment. • Review the quotation carefully. • Pay through Wookii. • Inspect the completed work before tapping Complete Job.
Help & Support Wookii Help Centre
112 How can I avoid booking problems?
You can reduce the likelihood of problems by: • providing accurate job information; • agreeing on the scope of work before payment; • keeping communication within the Platform; • avoiding off-platform payments; • reviewing the completed work before confirming completion.
Help & Support Wookii Help Centre
113 What should I do if additional work becomes necessary?
Discuss the additional work with the Artisan before it is carried out. Additional work may require a revised quotation, additional payment or a new booking.
Help & Support Wookii Help Centre
114 What happens after I tap “Complete Job”?
Once you confirm that the agreed work has been completed satisfactorily, Wookii proceeds with payment release in accordance with its Escrow Policy and other applicable Platform policies.
Help & Support Wookii Help Centre
115 Why does Wookii have so many policies?
Each policy serves a different purpose. Together, Wookii’s policies establish clear expectations, promote transparency, protect Customers and Artisans, and support a fair and trusted marketplace. I’d make this section entirely artisan-focused. One thing I noticed is that none of the previous FAQs really explain how artisans can succeed on Wookii, and that’s essential because artisans are one half of your marketplace.
Help & Support Wookii Help Centre
116 Who can become a Wookii Artisan?
Any skilled service professional who meets Wookii’s eligibility requirements may apply to join the Platform. Approval is subject to Wookii’s verification and onboarding requirements.
For Artisans Wookii Help Centre
117 How do I register as an Artisan?
Download the Wookii app, create an Artisan account, complete your profile, upload the required information and submit your application for review.
For Artisans Wookii Help Centre
118 What information will I need to provide?
Depending on your service category, Wookii may request information such as: • Full name • Phone number • Email address • Profile photograph • Business name (if applicable) • Service categories • Service location • Means of identification where required • Bank account details for eligible payouts Additional verification may be required.
For Artisans Wookii Help Centre
119 How long does verification take?
Verification times may vary depending on: • the completeness of your application; • verification requirements; • operational workload. Wookii will notify you once your application has been reviewed.
For Artisans Wookii Help Centre
120 Can I register for multiple service categories?
Yes. Where appropriate, Artisans may register for more than one service category, provided they possess the necessary skills and satisfy any applicable requirements.
For Artisans Wookii Help Centre
121 Why is my profile important?
Your profile helps Customers make informed hiring decisions. A complete and professional profile can improve customer confidence.
Help & Support Wookii Help Centre
122 Can I update my profile?
Yes. You can update eligible profile information through your account settings. Some changes may require verification before becoming visible.
Help & Support Wookii Help Centre
123 Can I change my service area?
Yes. Where supported by the Platform, you can update the locations where you provide services.
Help & Support Wookii Help Centre
124 How can I attract more Customers?
To improve your visibility and reputation: • maintain a complete profile; • respond promptly to enquiries; • provide professional service; • complete bookings successfully; • earn positive customer reviews; • comply with Wookii’s policies.
Help & Support Wookii Help Centre
125 Does Wookii guarantee me jobs?
No. Wookii provides access to a marketplace where Customers can discover and hire Artisans, but it does not guarantee a minimum number of bookings or earnings.
Help & Support Wookii Help Centre
126 How will I know when I receive a booking?
You will receive a notification through the Wookii Platform when a Customer contacts you or your quotation is accepted.
Bookings & Orders Wookii Help Centre
127 Can I negotiate with Customers?
Yes. Artisans and Customers are encouraged to discuss pricing, timelines and the scope of work before payment.
Bookings & Orders Wookii Help Centre
128 Can I reject a booking?
Yes. Before a booking is confirmed, you may decline a request if you are unavailable or unable to perform the service.
Bookings & Orders Wookii Help Centre
129 What should I do after receiving a booking?
You should: • review the job details; • communicate clearly with the Customer; • arrive as agreed where reasonably possible; • perform the agreed work professionally.
Bookings & Orders Wookii Help Centre
130 What if I am delayed?
Notify the Customer as soon as possible through the Wookii app. Good communication helps maintain trust.
Bookings & Orders Wookii Help Centre
131 How do I earn money on Wookii?
You earn money by successfully completing bookings made through the Platform.
Wallet & Payouts Wookii Help Centre
132 Does Wookii charge commission?
Yes. At the time of publication, Wookii applies a standard commission to eligible completed bookings in accordance with the Wookii Commission Policy.
Wallet & Payouts Wookii Help Centre
133 Why does Wookii charge commission?
Commission supports the operation, maintenance, security and continued improvement of the Wookii Platform while enabling Wookii to provide technology, customer support and trust services.
Wallet & Payouts Wookii Help Centre
134 When is commission deducted?
Commission is generally calculated and deducted during the settlement process for eligible completed bookings.
Wallet & Payouts Wookii Help Centre
135 Can the commission change?
Yes. Wookii may review or update its commission structure from time to time. Where material changes occur, they will be communicated before taking effect.
Wallet & Payouts Wookii Help Centre
136 How do I withdraw my earnings?
Eligible earnings can be withdrawn by submitting a withdrawal request through your Artisan Wallet.
Wallet & Payouts Wookii Help Centre
137 Are withdrawals automatic?
No. Withdrawal requests are reviewed before approval to help protect the Platform and its users.
Wallet & Payouts Wookii Help Centre
138 Why is my withdrawal delayed?
A withdrawal may be delayed while Wookii verifies: • your account; • completed bookings; • disputes; • Wallet balance; • security checks.
Wallet & Payouts Wookii Help Centre
139 Can Wookii decline a withdrawal request?
Yes. Withdrawal requests may be delayed or declined where reasonably necessary to investigate fraud, resolve disputes, verify account information or comply with applicable legal obligations.
Wallet & Payouts Wookii Help Centre
140 How do I improve my rating?
Provide quality workmanship, communicate professionally, arrive on time where reasonably possible and complete bookings successfully.
Help & Support Wookii Help Centre
141 Can Customers leave reviews?
Yes. Eligible Customers may rate and review completed bookings.
Help & Support Wookii Help Centre
142 What happens if I receive a poor review?
Use the feedback constructively to improve your services. Where supported by the Platform, you may have the opportunity to respond professionally.
Help & Support Wookii Help Centre
143 Can fake reviews be removed?
Wookii may investigate reviews that appear to violate its policies. Reviews found to be fraudulent, abusive or misleading may be moderated or removed.
Help & Support Wookii Help Centre
144 What standards are expected of Artisans?
Artisans are expected to: • act professionally; • communicate honestly; • perform services with reasonable skill and care; • comply with Wookii policies; • respect Customers and their property.
For Artisans Wookii Help Centre
145 Can I request payment outside Wookii?
No. Bookings initiated through Wookii should be completed using the Platform’s approved payment methods. Attempting to bypass Wookii’s payment workflow may result in enforcement action.
For Artisans Wookii Help Centre
146 What if a Customer asks to pay me directly?
You should politely decline and encourage the Customer to complete payment through Wookii. This helps protect both parties.
For Artisans Wookii Help Centre
147 Do I have to honour the Wookii 24-Hour Service Guarantee?
Where your service category is covered by the Wookii 24-Hour Service Guarantee, you are expected to comply with its requirements.
For Artisans Wookii Help Centre
148 What happens if I repeatedly violate Wookii policies?
Depending on the circumstances, Wookii may issue warnings, restrict certain features, suspend your account or permanently remove you from the Platform.
For Artisans Wookii Help Centre
149 How can Wookii help me grow my business?
Wookii provides access to customers seeking skilled professionals while offering tools that support bookings, payments, customer communication and reputation building. Your success on Wookii depends largely on the quality of your work, professionalism and customer satisfaction.
For Artisans Wookii Help Centre
150 What is the best way to succeed on Wookii?
The most successful Artisans consistently: • deliver quality work; • communicate clearly; • honour their commitments; • treat Customers professionally; • maintain strong ratings and reviews; • comply with Wookii’s policies; • build trust through every completed booking. Strong service and professionalism are the foundation of long-term success on the Platform.
For Artisans Wookii Help Centre
151 Why does Wookii collect my personal information?
Wookii collects only the information reasonably necessary to create your account, facilitate bookings, process payments, improve the Platform, provide customer support and comply with applicable legal and regulatory requirements. For more information, please refer to the Wookii Privacy Policy.
Trust & Safety Wookii Help Centre
152 Does Wookii sell my personal information?
No. Wookii does not sell users’ personal information. Information may only be shared where necessary to provide Platform services, process payments, comply with legal obligations or as described in the Wookii Privacy Policy.
Trust & Safety Wookii Help Centre
153 How is my personal information protected?
Wookii applies reasonable technical and organisational safeguards designed to protect user information against unauthorized access, misuse, alteration or disclosure. While no system can guarantee absolute security, Wookii continually works to strengthen Platform security.
Trust & Safety Wookii Help Centre
154 Can I update my personal information?
Yes. You may update eligible profile information through your account settings. Some changes may require verification.
Trust & Safety Wookii Help Centre
155 Can I request deletion of my account?
Yes. You may request account deletion through the Wookii app or by contacting Customer Support. Certain information may be retained where required by law, for fraud prevention or to resolve ongoing disputes.
Trust & Safety Wookii Help Centre
156 How does Wookii help keep users safe?
Wookii promotes a trusted marketplace through: • secure payment workflows; • customer-controlled payment release; • account verification processes where applicable; • customer support; • fraud monitoring; • dispute resolution; • the Wookii 24-Hour Service Guarantee for eligible services; • platform policies designed to encourage professional conduct.
Trust & Safety Wookii Help Centre
157 What should I do if I believe my account has been compromised?
Immediately change your password, secure your device and contact Wookii Customer Support if you suspect unauthorized access to your account.
Trust & Safety Wookii Help Centre
158 Will Wookii ever ask for my password or OTP?
No. Wookii will never ask you to disclose your password, one-time password (OTP) or other confidential security credentials. Do not share this information with anyone.
Trust & Safety Wookii Help Centre
159 What should I do if someone is pretending to represent Wookii?
Do not provide any personal or financial information. Report the incident immediately through Wookii Customer Support.
Trust & Safety Wookii Help Centre
160 How do I report suspicious activity?
Use the reporting tools available within the Wookii app or contact Customer Support. Provide as much information as possible to assist with the investigation.
Trust & Safety Wookii Help Centre
161 Where can I read Wookii’s policies?
All current Platform policies are available through the Wookii app and the official Wookii website.
Trust & Safety Wookii Help Centre
162 Why do I have to agree to the Terms of Service?
The Terms of Service explain the rights, responsibilities and obligations of both Wookii and its users, helping to ensure a fair and transparent marketplace.
Trust & Safety Wookii Help Centre
163 Can Wookii update its policies?
Yes. Wookii may update its policies from time to time to reflect changes in the Platform, operational requirements or applicable laws. Where material changes are made, Wookii may notify users through the Platform or other appropriate communication channels.
Trust & Safety Wookii Help Centre
164 What happens if I violate Wookii’s policies?
Depending on the nature and seriousness of the violation, Wookii may: • issue a warning; • restrict certain Platform features; • suspend the account; • permanently remove the account; or • take other action permitted by the applicable policies or law.
Trust & Safety Wookii Help Centre
165 Which laws govern Wookii?
Wookii operates in accordance with applicable laws and regulations, including those relevant to its operations in Nigeria. Additional information is available in the Wookii Terms of Service.
Trust & Safety Wookii Help Centre
166 I’m not receiving notifications. What should I do?
Check that: • notifications are enabled in your device settings; • the Wookii app has the necessary permissions; • your internet connection is active; • you are using the latest version of the app. If the issue continues, contact Customer Support.
Help & Support Wookii Help Centre
167 I can’t log in to my account.
First: • confirm your login details; • reset your password if necessary; • ensure your internet connection is working. If you still cannot access your account, contact Customer Support.
Help & Support Wookii Help Centre
168 The app is not working properly.
Try the following: • close and reopen the app; • restart your device; • update the app to the latest version; • check your internet connection. If the issue persists, report it to Wookii Customer Support.
Help & Support Wookii Help Centre
169 Why can’t I upload photos or videos?
This may occur because of: • insufficient device permissions; • unsupported file formats; • poor internet connectivity; • temporary technical issues. Ensure the app has permission to access your camera and photo library.
Help & Support Wookii Help Centre
170 Why are my messages not sending?
Check your internet connection and try again. If the issue continues, restart the app and ensure you are using the latest version.
Help & Support Wookii Help Centre
171 How do I report a technical problem?
Use the Help or Customer Support feature within the Wookii app or email: support@wookii.com Include, where possible: • a description of the issue; • screenshots or screen recordings; • your device model; • your operating system version.
Help & Support Wookii Help Centre
172 How can I contact Customer Support?
You can reach Wookii Customer Support through: • the Help section within the Wookii app; • official customer support channels; or • support@wookii.com
Help & Support Wookii Help Centre
173 How quickly will Wookii respond?
Response times vary depending on the nature and complexity of the enquiry. Wookii aims to respond as promptly as reasonably possible.
Help & Support Wookii Help Centre
174 Can I suggest a new feature?
Yes. Wookii welcomes feedback and suggestions that may improve the Platform. Feature requests can be submitted through Customer Support.
Help & Support Wookii Help Centre
175 Where can I learn about new features?
New features, updates and announcements may be shared through: • the Wookii app; • official Wookii communication channels; • email notifications where applicable.
Help & Support Wookii Help Centre
176 Why should I choose Wookii?
Wookii is built to make hiring skilled professionals more secure, transparent and convenient. By combining trusted technology with clear policies, secure payment workflows, customer-controlled payment release, the Wookii 24-Hour Service Guarantee for eligible services, structured dispute resolution and dedicated customer support, Wookii helps Customers hire with confidence while providing Artisans with opportunities to grow their businesses in a trusted digital marketplace.
Help & Support Wookii Help Centre

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