Terms of Service

These Terms of Service govern your access to and use of Klina's marketplace, mobile apps, websites, backend services, booking flows, payment flows, wallet features, provider tools, admin tools, customer support, safety features, and related services.

Klina is a global services marketplace. We connect clients who request services with independent providers who may accept and perform those services. Klina controls the marketplace experience, including booking rules, provider eligibility, dynamic pricing, payments, escrow, wallets, safety controls, disputes, notifications, and provider matching.

These terms are intended to be clear and practical. They are not legal advice. Before publishing these terms publicly, Klina should review them with qualified legal counsel for each launch market.

1. Who We Are

Klina is operated by Gethsemane Technologies, trading as Klina, unless another legal entity is stated in the app, website, invoice, receipt, or country-specific terms.

For support or legal notices, contact us at:

Email: hello@getklina.app

2. Acceptance Of These Terms

By creating an account, using Klina, requesting a service, accepting a booking, receiving a payout, accessing the provider tools, or using any part of the platform, you agree to these Terms of Service and any policies referenced in them.

If you do not agree, you must not use Klina.

Klina may provide additional terms for specific countries, services, payment methods, promotions, or provider programs. If additional terms conflict with these terms, the additional terms apply only to the relevant feature, country, service, or program.

3. Privacy

Klina's Privacy Policy explains how we collect, use, share, store, and protect personal information.

You should read the Privacy Policy together with these terms.

4. Eligibility

To use Klina, you must:

• Be at least 18 years old.
• Have legal capacity to enter into a binding agreement.
• Provide accurate account information.
• Use Klina only for lawful purposes.
• Comply with these terms and applicable laws.

Providers must also be legally allowed to perform the services they offer, complete required onboarding, and satisfy Klina's verification, safety, payout, and marketplace requirements.

Klina may refuse, suspend, restrict, or terminate access if we believe a user is underage, ineligible, unsafe, fraudulent, non-compliant, or using Klina in a way that harms the marketplace.

5. Accounts And Security

You are responsible for:

• Keeping your account information accurate.
• Keeping your password and device secure.
• All activity that happens under your account.
• Promptly telling Klina if you suspect unauthorized access.

You must not:

• Create false, duplicate, misleading, or unauthorized accounts.
• Use another person's account.
• Share login credentials in a way that creates security risk.
• Bypass verification, payout, fraud, location, or safety checks.

Klina may require email, phone, identity, payout, or other verification before allowing access to some features.

6. The Klina Marketplace

Klina provides a platform that helps clients request services and helps providers receive marketplace opportunities.

Klina may:

• Accept service requests from clients.
• Calculate dynamic customer prices.
• Determine provider eligibility.
• Match or dispatch requests to providers.
• Notify providers of available offers.
• Hold payments in escrow.
• Release provider earnings after completion and confirmation.
• Handle cancellations, refunds, disputes, and wallet adjustments.
• Monitor marketplace quality, safety, reliability, and financial integrity.

Klina does not guarantee that:

• A client will always be matched with a provider.
• A provider will accept a request.
• A provider will receive a minimum number of bookings.
• A service will be available in every location or at every time.
• A marketplace price will remain available after a price lock expires or service details change.

7. Independent Providers

Providers on Klina are independent service providers unless a separate written agreement says otherwise.

Providers are not employees, agents, partners, or representatives of Klina merely because they use the platform.

Providers are responsible for:

• Performing accepted services with reasonable care, skill, professionalism, and punctuality.
• Being legally allowed, qualified, and available to perform accepted services.
• Following applicable laws, safety rules, and marketplace standards.
• Maintaining accurate availability, coverage area, service variants, and supported add-ons.
• Respecting client property, privacy, and safety.
• Avoiding discrimination, harassment, abuse, fraud, and unsafe conduct.
• Completing provider verification and payout onboarding where required.
• Paying any taxes, filings, licenses, registrations, insurance, or professional obligations that apply to them, unless a law requires otherwise.

Providers may choose:

• The service categories they support.
• The service variants they are qualified and approved to perform.
• The approved add-ons or extras they support.
• Their availability.
• Their coverage area and service radius.
• Whether they are active or inactive on the marketplace.

Providers do not set the customer-facing price for a booking. Klina calculates final customer-facing prices through its platform-controlled dynamic pricing system.

8. Clients

Clients are responsible for:

• Providing accurate service details.
• Providing a safe and lawful service location.
• Being available or making access arrangements at the scheduled time.
• Disclosing important service conditions, hazards, access restrictions, pets, parking issues, building rules, or special instructions.
• Paying the price shown by Klina before checkout or confirmation.
• Treating providers respectfully and safely.
• Not requesting illegal, unsafe, discriminatory, exploitative, or inappropriate services.

If a client provides inaccurate or incomplete information, the provider may be unable to complete the service, the price may change, the booking may be cancelled, or Klina may adjust the outcome based on the circumstances.

9. Services, Variants, Add-ons, And Extras

Klina supports multiple service categories and variants, such as home cleaning, dry cleaning, car wash, and other services added over time.

Each category may include different variants, requirements, job complexity factors, provider qualifications, add-ons, safety requirements, estimated durations, and payout logic.

Clients must select the service details that best match the work required. Providers should only accept work they can perform safely and competently.

Add-ons or extras may affect:

• Service eligibility.
• Provider matching.
• Estimated duration.
• Customer price.
• Provider payout.
• Required provider level or approval.

Some variants or extras may require higher provider levels, admin approval, specialist capability, or market-specific availability.

10. Dynamic Pricing

Klina controls the final customer-facing price.

Klina does not operate as a provider-set pricing marketplace where providers freely choose the price clients pay. Klina also does not require admins to manually set final job prices.

Klina's dynamic pricing system may consider:

• Service category.
• Service variant.
• Job complexity.
• Property, vehicle, garment, item, or service details.
• Add-ons and extras.
• Estimated duration.
• Location, market, country, currency, zone, and service area.
• Booking date, time, urgency, day of week, and recurrence.
• Provider supply, availability, level, distance, reliability, and qualification.
• Customer demand and marketplace activity.
• Weather, travel difficulty, operational risk, market conditions, and economic signals.
• Gateway costs, taxes, commission, discounts, provider payout, and profitability guardrails.
• Historical marketplace data and AI-assisted market intelligence.

Klina aims to make prices fair, trustworthy, market-aware, explainable, and sustainable for clients, providers, and Klina.

Prices may change if:

• The client changes service details.
• The client changes location.
• The client changes date or time.
• The selected add-ons change.
• The price lock expires.
• Marketplace conditions change.
• A discount or promotion is no longer valid.

Klina may show a price breakdown using customer-friendly terms such as live price, same-day availability adjustment, service availability adjustment, area-based price, demand adjustment, service fee, discount, and total.

11. Price Locks

When Klina provides a pricing preview or booking checkout amount, the price may be locked for a limited time shown in the app.

If the lock expires, Klina may recalculate the price.

If the client changes material booking details, Klina may recalculate the price even if the previous lock has not expired.

Klina may cancel or correct a price where there is an obvious error, fraud, abuse, gateway issue, unsupported currency, unsupported market, or technical failure.

12. Payments

Clients must pay through Klina's approved payment flows unless Klina expressly permits another method.

Klina may use payment providers such as Stripe, Paystack, or other providers depending on country, currency, and market support.

Payment may involve:

• Hosted checkout.
• Gateway authorization.
• Wallet balance.
• Booking escrow.
• Payment attempts.
• Webhook confirmation.
• Payment verification.
• Refunds or wallet credits.

Klina may reject or delay booking confirmation until payment is verified.

You must not:

• Pay or accept payment outside Klina for a Klina booking.
• Encourage another user to move a Klina booking off-platform.
• Use stolen, unauthorized, fraudulent, or unsupported payment methods.
• Abuse discounts, promotions, payment attempts, refunds, chargebacks, wallet balances, or withdrawal flows.

13. Financial Terms

The price shown to the client may include:

• The service amount.
• Dynamic adjustments.
• Add-ons or extras.
• Klina service fee or platform fee.
• Payment gateway fee estimate or confirmed gateway cost.
• Taxes or VAT where applicable.
• Discounts or promotions.
• Tips, where selected.
• Total payable amount.

Provider earnings may include:

• Provider payout for the service.
• Approved adjustments or incentives.
• Tips.
• Any applicable deductions, reversals, fees, or refunds.

Klina revenue may include:

• Commission.
• Service fee.
• Other platform fees where permitted.

Financial records in the app may be shown in minor units internally and as formatted currency in user interfaces. The backend is the source of truth for financial records.

14. Gateway Fees, Service Fees, And Commission

Payment gateways may charge fees. Depending on the market and flow:

• Clients may absorb client payment gateway fees as part of the booking charge model.
• Klina commission is preserved as Klina revenue.
• Klina may retain a service fee unless a refund policy or law requires otherwise.
• Clients do not pay a Klina withdrawal fee for ordinary client wallet withdrawals.
• Providers may absorb gateway withdrawal fees for provider withdrawals.

Exact fees may vary by country, currency, payment provider, payment method, payout method, and gateway rules.

15. Wallets, Escrow, And Balances

Klina may provide wallet and escrow features to support bookings, refunds, tips, withdrawals, and provider earnings.

Wallet balances:

• Are maintained as ledger records in Klina's backend.
• Are linked to a specific user and currency.
• May be used only in ways supported by Klina.
• Are not a bank account.
• Do not earn interest.
• May be subject to verification, fraud checks, gateway limits, payout limits, tax, legal, or compliance holds.

Escrow:

• Helps hold booking funds after payment capture.
• Is released according to Klina's completion, confirmation, cancellation, dispute, refund, and safety rules.
• May be held, reversed, refunded, or released depending on booking status and marketplace policy.

Klina may correct wallet, escrow, or ledger entries where needed to fix duplicate events, failed gateway calls, fraud, chargebacks, disputes, reconciliation differences, or technical errors.

16. Withdrawals And Payouts

Users may withdraw eligible wallet balances only through supported payout methods.

Withdrawal availability may depend on:

• Country.
• Currency.
• User role.
• Identity verification.
• Payout account status.
• Gateway support.
• Wallet balance.
• Fraud and compliance checks.
• Provider level or eligibility.
• Gateway available balance and settlement timing.

Stripe and Paystack may have different settlement, payout, transfer, and test-mode behavior. A gateway may delay, reject, reverse, or fail a payout even after Klina submits a payout request.

Instant payouts, where available, may be restricted to users or providers who meet Klina and gateway eligibility requirements. For providers, Klina may reserve instant payout access for higher provider levels, such as Level 5 and Level 6, if configured.

If a withdrawal fails after Klina has placed a wallet hold, Klina will reverse the wallet hold according to its ledger and reconciliation rules, unless fraud, chargeback, legal hold, or another valid restriction applies.

17. Tips

Clients may be able to tip providers after completion.

Tips are separate from the original booking escrow and may be processed through wallet balance or a payment gateway.

Klina may validate tip amount, currency, booking, client, provider, and payment metadata before crediting a provider.

Tips may be reversed only where required by law, fraud rules, gateway reversal, duplicate processing, chargeback, or a clear platform error.

18. Cancellations

Cancellation rules may depend on:

• Booking status.
• Service category.
• Service variant.
• Time before the scheduled service.
• Whether the provider has accepted.
• Whether the provider is already en route or has started.
• Whether the client or provider caused the cancellation.
• Market-specific law.
• Klina's refund and safety policies.

Clients and providers must not abuse cancellations.

Klina may apply cancellation outcomes including:

• Full cancellation with no charge.
• Partial refund.
• Wallet credit.
• Provider compensation.
• No refund.
• Fee retention.
• Account warning, restriction, or suspension.

Where a client cancels and a refund is due, Klina's ordinary policy is not to refund gateway fees. For ordinary client cancellation, Klina may refund only the provider-fee portion to the client wallet. Klina service fees may be retained unless Klina is at fault, the policy says otherwise, or applicable law requires a different result.

19. Refunds

Refunds may be provided as wallet credits, original payment method refunds, gateway reversals, or other supported methods, depending on payment provider support, market rules, booking status, and Klina policy.

Klina may issue full or partial refunds where:

• A provider cancels without valid reason.
• A provider fails to attend.
• Klina is at fault.
• The booking cannot be fulfilled.
• A dispute is resolved in the client's favor.
• A legal requirement applies.
• Klina determines that a refund is appropriate.

Klina may refuse or reduce refunds where:

• The service was completed.
• The client provided inaccurate or unsafe details.
• The client prevented access.
• The client cancelled late.
• There is fraud, abuse, or chargeback misuse.
• The refund request is unsupported by evidence.
• Gateway fees, service fees, or non-refundable amounts apply.

Refund timing depends on Klina processing, gateway processing, bank processing, and market rules.

20. Disputes

Clients and providers may raise disputes where supported by Klina.

Klina may request evidence, including:

• Photos.
• Service notes.
• Timeline data.
• Booking status.
• Provider and client statements.
• Payment and escrow records.
• Location, access, or completion information.
• Support messages.

Klina may resolve disputes by:

• Releasing escrow to the provider.
• Refunding the client.
• Splitting funds.
• Applying wallet adjustments.
• Issuing account warnings or restrictions.
• Taking other reasonable marketplace actions.

Klina's dispute process does not remove any legal rights you may have under applicable law.

21. Provider Levels, Matching, And Marketplace Access

Klina may use provider levels, performance history, completed bookings, ratings, cancellation rate, reliability, approved extras, manual approvals, and marketplace rules to determine:

• Provider visibility.
• Matching priority.
• Access to variants.
• Access to complex jobs.
• Eligibility for approved extras.
• Eligibility for premium requests.
• Klina Pro badge.
• Payout features.
• Provider incentives.

Higher provider levels may unlock more marketplace access, but they do not allow providers to set customer-facing prices.

Klina may change provider level rules, perks, or eligibility criteria over time. Klina may also apply manual overrides, corrections, safety restrictions, or compliance restrictions where appropriate.

22. Matching, Dispatch, And Offers

Klina may notify eligible providers of booking opportunities in waves, by ranking, by provider level, by proximity, by availability, or by other marketplace rules.

An offer shown to a provider is not guaranteed until the provider accepts and Klina confirms the booking state.

Klina may remove an offer from a provider's feed if:

• Another provider accepts.
• The offer expires.
• The client cancels.
• The booking changes.
• The provider becomes ineligible.
• The provider has a conflicting active booking.
• Klina detects fraud, safety risk, or technical inconsistency.

Providers should not rely on expired, removed, or stale offers.

23. Reviews, Ratings, And User Content

Users may submit content such as:

• Reviews.
• Ratings.
• Photos.
• Notes.
• Messages.
• Profile information.
• Service evidence.
• Support content.

You are responsible for the content you submit.

You must not submit content that is:

• False, misleading, abusive, defamatory, discriminatory, harassing, obscene, exploitative, illegal, or unsafe.
• Infringing someone else's rights.
• Designed to manipulate ratings, pricing, matching, disputes, or refunds.
• Containing another person's private information without permission.

By submitting content, you give Klina a worldwide, non-exclusive, royalty-free license to host, store, copy, display, process, moderate, translate, use, and share that content as needed to operate, improve, secure, market, and support the platform.

Klina may remove, restrict, or moderate content that violates these terms, applicable law, or marketplace standards.

24. Safety, Panic, And Emergency Features

Klina may provide safety features such as panic events, emergency contacts, provider/client status, support escalation, and safety notifications.

These features are not a replacement for local emergency services. If you are in immediate danger, contact police, ambulance, fire, or other local emergency services first.

Users must not misuse panic, emergency, dispute, or support features.

Klina may disclose relevant safety information to emergency contacts, support teams, law enforcement, regulators, or other parties where legally permitted and reasonably necessary to protect someone.

25. Prohibited Conduct

You must not:

• Break the law or encourage illegal activity.
• Harass, threaten, abuse, discriminate against, or exploit another user.
• Use Klina for unsafe, sexual, illegal, forced, or exploitative services.
• Circumvent Klina payments, fees, matching, safety checks, or verification.
• Submit false identity, payout, booking, address, service, or dispute information.
• Abuse refunds, chargebacks, promotions, tips, wallet credits, or withdrawals.
• Interfere with the platform, backend, APIs, webhooks, caches, or security systems.
• Scrape, reverse engineer, overload, probe, or attack Klina systems.
• Upload malware or harmful code.
• Use bots or automated tools without permission.
• Manipulate provider levels, ratings, reviews, pricing, dispatch, or marketplace data.
• Attempt to access another user's account, wallet, booking, payout, verification, or personal information.

Klina may investigate and take action against prohibited conduct.

26. Off-Platform Conduct And Payments

Users must not use Klina to find clients or providers and then move the booking, payment, tip, refund, payout, or communication off-platform to avoid Klina rules, fees, safety controls, or financial protections.

Off-platform arrangements are not protected by Klina's escrow, wallet, dispute, refund, safety, or support systems.

Klina may suspend or terminate accounts that attempt to bypass the platform.

27. Verification, Fraud, And Compliance

Klina may require verification or additional information at any time.

This may include:

• Identity verification.
• Phone or email verification.
• Payout account verification.
• Payment verification.
• Service capability checks.
• Manual review.
• Fraud, sanctions, AML, tax, safety, or compliance checks.

Klina may delay, restrict, hold, cancel, refund, reverse, or refuse bookings, payments, wallet credits, withdrawals, provider access, or account access while checks are pending or if a risk is detected.

28. Taxes

Users are responsible for taxes that apply to their activities, unless Klina is legally required to collect, withhold, report, or remit taxes.

Providers are responsible for determining and satisfying their own tax obligations for provider earnings, tips, incentives, and other income.

Klina may provide receipts, statements, or reports where required or supported, but users remain responsible for their own tax filings.

29. Promotions And Discounts

Klina may offer promotions, referral rewards, discounts, credits, or incentives.

Promotions may be subject to:

• Eligibility rules.
• Country, currency, or market restrictions.
• Usage limits.
• Monthly limits.
• Expiry dates.
• Booking type restrictions.
• Fraud and abuse checks.
• Minimum spend requirements.
• Provider or service restrictions.

Klina may cancel, reverse, refuse, or adjust promotions where there is abuse, fraud, technical error, ineligibility, or violation of the promotion terms.

Promotions have no cash value unless Klina expressly says otherwise.

30. Intellectual Property

Klina owns or licenses the platform, apps, websites, backend systems, APIs, software, designs, branding, logos, workflows, marketplace logic, pricing systems, matching systems, content, and documentation.

You may use Klina only as permitted by these terms.

You must not copy, modify, distribute, sell, lease, reverse engineer, scrape, or create derivative works from Klina's platform or intellectual property unless Klina gives written permission or the law permits it.

31. App Stores And Third-Party Platforms

If you download Klina through an app store, the app store's terms may also apply.

App stores are not responsible for Klina's services, support, claims, payments, refunds, bookings, disputes, or marketplace operations except where their own terms or applicable law say otherwise.

32. Service Availability

Klina may change, suspend, limit, or discontinue any feature, market, payment method, provider program, service category, dynamic pricing feature, wallet feature, or safety feature.

Klina may perform maintenance, updates, security fixes, migrations, or emergency changes.

Klina is not responsible for delays, interruptions, failures, or losses caused by:

• Payment providers.
• Banks.
• Identity providers.
• Cloud providers.
• Mobile networks.
• App stores.
• Internet failures.
• User device issues.
• Force majeure events.
• Regulatory restrictions.
• Fraud, abuse, or security incidents.

33. Account Suspension Or Termination

Klina may suspend, restrict, or terminate your account if:

• You violate these terms.
• You create risk for clients, providers, Klina, or the public.
• You fail verification.
• You engage in fraud, abuse, unsafe conduct, or off-platform payment.
• You misuse wallet, escrow, payouts, refunds, chargebacks, or promotions.
• You repeatedly cancel, no-show, or provide poor service.
• You provide false information.
• Law, regulator, gateway, bank, or compliance rules require it.

Suspension or termination may affect access to bookings, offers, provider tools, wallet features, payout features, promotions, and account data.

Where money remains in a wallet, Klina may release, refund, hold, reverse, or restrict it according to law, gateway rules, fraud checks, tax obligations, disputes, chargebacks, and financial integrity requirements.

34. Disclaimers

Klina provides the platform on an "as is" and "as available" basis, to the extent permitted by law.

Klina does not guarantee:

• That the platform will always be available or error-free.
• That every booking will be accepted, completed, or problem-free.
• That every provider or client will behave properly.
• That every payment, payout, transfer, or withdrawal will be immediate.
• That dynamic pricing will always match a user's expectation.
• That third-party services will work without interruption.

Nothing in these terms excludes rights or warranties that cannot legally be excluded.

35. Limitation Of Liability

To the maximum extent permitted by law, Klina is not liable for:

• Indirect, incidental, special, consequential, exemplary, or punitive damages.
• Lost profits, lost revenue, lost data, lost goodwill, or business interruption.
• Off-platform arrangements.
• User conduct.
• Provider service quality except where Klina is legally responsible.
• Gateway, bank, identity provider, cloud provider, app store, or third-party failures.
• Delays caused by settlement, payout, transfer, verification, compliance, or bank processing.

Where Klina is liable, Klina's total liability will be limited to the greater of:

• The amount you paid to Klina for the booking or service giving rise to the claim; or
• The minimum amount that applicable law requires.

This limitation does not apply where liability cannot legally be limited, such as liability for fraud, intentional misconduct, or other non-excludable rights.

36. Indemnity

To the extent permitted by law, you agree to indemnify and hold Klina harmless from claims, losses, liabilities, damages, costs, and expenses arising from:

• Your breach of these terms.
• Your misuse of Klina.
• Your illegal, unsafe, fraudulent, or abusive conduct.
• Your content.
• Your off-platform arrangements.
• Your tax, licensing, employment, insurance, or provider obligations.
• Your violation of another person's rights.

37. Governing Law And Dispute Resolution

These terms are intended to apply globally. The governing law, court, arbitration, consumer forum, regulator, or dispute body may depend on your country, the Klina entity providing the service, mandatory consumer law, and any country-specific terms.

Klina may add country-specific dispute terms before launch in a market.

Nothing in these terms removes mandatory consumer rights, statutory rights, or regulator rights that cannot legally be waived.

Before starting formal proceedings, you agree to contact Klina at hello@getklina.app so we can try to resolve the issue informally, unless urgent legal action or applicable law allows otherwise.

38. Changes To These Terms

Klina may update these terms from time to time.

If changes are material, Klina may notify users through the app, website, email, or another reasonable method.

Your continued use of Klina after updated terms become effective means you accept the updated terms.

If you do not agree to updated terms, you must stop using Klina.

39. General Terms

If part of these terms is invalid or unenforceable, the remaining parts continue to apply.

Klina's failure to enforce a term does not waive Klina's right to enforce it later.

You may not transfer your rights or obligations under these terms without Klina's written permission.

Klina may transfer its rights or obligations in connection with a merger, acquisition, restructuring, sale of assets, financing, or similar transaction.

These terms, together with referenced policies and applicable country-specific terms, form the agreement between you and Klina for use of the platform.

40. Contact

For questions, support, complaints, or legal notices, contact:

Klina Support
Email: hello@getklina.app