How protection and checks work

What we check about the people you book, what happens to your money, and what we do when something goes wrong.

The five checks

Each profile names the checks it has passed. We never label anyone simply verified.

Contact confirmed
Email and mobile number confirmed with a code.
When it is shown: As soon as the codes are entered
Identity reviewed
National ID or passport checked against the person's details by our team.
When it is shown: Within 2 business days of a clear document
Business reviewed
Registration, trading address, and the person allowed to act for the business.
When it is shown: Within 2 business days of complete documents
Qualification reviewed
Trade certificate, licence, or insurance, where the category needs one.
When it is shown: Within 2 business days, and again when the document expires
Platform proven
30 or more completed, well-rated jobs with no unresolved serious complaints.
When it is shown: Worked out every night from completed jobs

Your money is held by At Your Service, not the provider, until you confirm the work or the review window ends.
If the work is not done, not finished, or clearly not what was agreed, you can open a problem and the money stays held.
Refunds go back to the MoMo wallet or card you paid with.
Every message, photo, and change stays with the booking as a record.

Payments made outside At Your Service, in cash or by direct transfer.
Work or items that were never part of the agreed quote.
Problems reported after the review window has closed, unless the provider agrees to help.

Report the problem
From the booking, within the review window. Add photos and say what outcome you want.
The other side responds
They have 2 business days to reply, fix the problem, or offer a partial refund.
Our team decides
If you do not agree, a member of our team reviews the quote, messages, photos, and payments, then records a decision both of you see.
Money moves as decided
Held money goes to the provider, back to you, or is split, exactly as the decision says.

Monday to Friday 8:00 to 17:00, Saturday 9:00 to 13:00. Call +268 7600 0000 or email info@aturservice.co.