Terms and Conditions
Our policies for car owners, fleet operators, and service providers on the Whipcare platform.
Effective Date: July 1, 2026
Whipcare (ZacWurld Technologies Ltd.) · Lagos, Nigeria · CONFIDENTIAL
Who this document is for. These Terms and Conditions apply to every person who uses the Whipcare platform — whether you are a car owner booking a service, a fleet operator managing vehicles, or a verified service provider receiving jobs. Different sections apply to different user types. Section headings indicate when a section applies to a specific group. By creating an account or using the platform, you agree to these Terms in full.
Contents
• 1. Who We Are & What Whipcare Does
• 2. Definitions
• 3. Creating an Account
• 4. How the Platform Works
• 5. Payments & Escrow
• 6. Diagnostic Fees
• 7. Spare Parts
• 8. Scope Mismatch & Wrong Diagnosis
• 9. Quality Warranty
• 10. Dispute Resolution
• 11. Cancellations
• 12. Provider-Specific Terms
• 13. Car Owner-Specific Terms
• 14. Fleet Operator-Specific Terms
• 15. Provider Ratings & Reviews
• 16. Anti-Disintermediation
• 17. Intellectual Property
• 18. Data Privacy & NDPA 2023
• 19. Liability & Indemnity
• 20. Force Majeure
• 21. Governing Law
• 22. Changes to These Terms
• 23. Contact Us
1. Who We Are & What Whipcare Does
Whipcare is operated by ZacWurld Technologies Ltd., a company registered in Nigeria. We operate a digital marketplace connecting car owners and fleet operators with verified vehicle service providers — mechanics, car wash operators, towing agents, and detailers.
Whipcare is a marketplace, not a service provider. We do not employ the mechanics or workshops on the platform. We verify them, manage booking and escrow infrastructure, enforce our Provider SLA, and provide structured dispute resolution. The service itself is delivered by independent providers.
2. Definitions
| Term | Meaning |
|---|---|
| Platform | The Whipcare website and mobile application |
| Car Owner | Any individual who uses Whipcare to book vehicle services |
| Fleet Operator | A company or individual managing two or more vehicles who accesses Whipcare under a Fleet Agreement |
| Service Provider / Provider | A verified mechanic, workshop, car wash, towing agent, or detailer registered on the platform |
| Escrow | The holding mechanism by which Whipcare retains payment until both parties confirm job completion |
| Booking | A confirmed service request accepted by a Provider via the platform |
| Diagnostic Fee | A non-refundable inspection fee paid to the Provider before any repair estimate is issued |
| Discovery Protocol | The in-app process for raising revised scope or additional faults mid-job |
| Warranty Period | The 5-day (one working week) post-completion window during which labour defects are covered |
| MTTR | Mean Time To Repair — the target completion time agreed for fleet service bookings |
| NDPA 2023 | Nigeria Data Protection Act 2023 |
| SLA | Whipcare's Provider Service Level Agreement, the binding operational framework for all Providers |
3. Creating an Account
To use Whipcare you must be at least 18 years old, provide accurate information, and maintain the security of your login credentials. You are responsible for all activity on your account.
Vehicle Authorisation (Car Owners & Fleet Operators)
By submitting a vehicle for service, you confirm you are the registered owner or have express authorisation from the registered owner. You accept full liability for disputes arising from unauthorised vehicle submission.
Provider Registration
Providers must complete identity verification, upload proof of qualification, and pass onboarding assessment before receiving jobs. Providers are assigned a Tier (1, 2, or 3) based on verification status. Tier determines commission rate and job access — see Section 12.
Account Suspension
Whipcare may suspend or permanently close any account that violates these Terms, engages in fraud, manipulates ratings, or attempts to circumvent the platform — with or without prior notice depending on severity.
4. How the Platform Works
| Step | Car Owner / Fleet Operator | Service Provider |
|---|---|---|
| 1 | Describe the service needed and submit a booking | Receives booking alert (Tier 2 and above) |
| 2 | Review provider bids — price, ETA, rating | Submits a bid with quoted price and estimated arrival time |
| 3 | Accept a provider | Receives booking confirmation |
| 4 | Pay into Whipcare escrow | Travels to job location. Logs arrival. Takes pre-service photo (mandatory) |
| 5 | Wait for service completion | Completes the job. Submits post-service photo. Marks job complete |
| 6 | Review job. Confirm completion in-app | Payout released after confirmation and payout window |
Do not confirm completion until you are satisfied. Once you confirm in the app, your 48-hour dispute window begins. You can still raise a dispute after confirmation, but only within the 48-hour window or the 5-day warranty period.
5. Payments & Escrow
All payments are made through the Whipcare platform via escrow. Cash, direct bank transfers, or third-party payment to providers for platform bookings are not protected and are not eligible for dispute resolution.
Payout Windows
After a car owner confirms completion, the provider's payout is released on the following schedule:
| Service Type | Payout Window |
|---|---|
| Car Wash & Detailing | 1–2 hours after confirmation |
| Diagnostics only | 2–4 hours after report delivery |
| Standard Repair | 12–24 hours after confirmation |
| Major Repair (engine, gearbox, suspension) | 24 hours after confirmation |
| Towing & Haulage | 12–24 hours after delivery confirmation |
Escrow Freeze Conditions
Escrow is automatically frozen when: a dispute is raised, the provider's pre-service photo is missing, a no-show is confirmed, a provider requests payment above their bid without using the Discovery Protocol, or the Ops Lead identifies a platform-level issue. Frozen escrow is held until formal resolution.
Escrow is not insurance. Escrow covers the booked job value only. It does not guarantee compensation for vehicle damage claims exceeding the job value. Provider insurance requirements apply — see Section 12.
6. Diagnostic Fees
A diagnostic fee is charged before any repair estimate. This fee is non-refundable once inspection is complete, even if you decide not to proceed with the repair. The fee compensates the provider for time and assessment.
| Vehicle Type | Fee Range (₦) |
|---|---|
| Motorcycle / Tricycle | ₦1,500 – ₦3,000 |
| Saloon / Sedan | ₦3,000 – ₦5,000 |
| SUV / Crossover | ₦5,000 – ₦8,000 |
| Pickup / Truck | ₦5,000 – ₦8,000 |
| Commercial Bus / Van | ₦7,000 – ₦12,000 |
7. Spare Parts
Parts are the car owner's responsibility. Providers may not purchase or install parts without explicit platform approval.
| Scenario | Permitted | Condition |
|---|---|---|
| You bring your own parts | Yes | Provider checks compatibility and documents any concern before installation |
| You ask provider to source parts | With approval | Parts request must go through platform. Ops Lead approves first |
| Provider sources parts without approval | No | Platform will not reimburse. Provider bears full cost and liability |
| Counterfeit / unverified parts installed | No | Immediate provider suspension. Escrow frozen. |
| Your parts are defective pre-installation | Conditional | Provider must document defect before installation. You confirm in-app to proceed. Provider's labour warranty still applies to the installation work itself. |
8. Scope Mismatch & Wrong Diagnosis
This section protects both car owners and providers. It governs situations where the fault in your vehicle is different from — or more serious than — the service you originally requested.
Provider's obligation
Before beginning any repair, the provider must conduct a pre-check. If the pre-check reveals the requested service will not resolve the underlying issue, the provider must notify you via the Discovery Protocol before proceeding.
Your options when notified:
Option A — Proceed with original scope only. Confirm in-app that you want only the originally booked service. You accept that the underlying fault has not been addressed. Provider's warranty covers only the original scope. Whipcare is not liable for vehicle failure caused by the declined fault.
Option B — Approve revised scope. Approve the provider's recommendation in-app. Payment is topped up. Warranty covers the full confirmed revised scope.
If the provider did not notify you
If a provider completed your requested scope without raising a pre-check notification, and your vehicle subsequently fails due to a related fault, raise a dispute within 48 hours. Whipcare will review whether the provider met their notification obligation.
| Scenario | Liability |
|---|---|
| Provider completes requested scope without pre-check. Vehicle fails due to related fault. | Provider — fully liable |
| Provider notifies car owner. Car owner declines in writing. Vehicle fails from declined fault. | Car owner — no provider or Whipcare liability |
| Provider notifies car owner. Car owner does not respond. Provider proceeds. | Provider — partial liability |
| Full revised scope agreed. Vehicle fails within 5-day warranty. | Provider — warranty applies |
9. Quality Warranty
All labour work is guaranteed for 5 days (one working week) from confirmed job completion.
If the same fault recurs within 5 days due to poor workmanship, the provider must rectify at zero additional labour cost. To invoke the warranty: raise a dispute in-app within the 5-day window, describe the recurring fault, and attach photos.
| Covered | NOT Covered |
|---|---|
| Same fault recurring from poor workmanship within 5 days | New or unrelated faults after the job |
| Parts installed incorrectly by provider | Parts you supplied that were defective before installation (if provider documented the risk) |
| Work not completed to agreed standard | Damage caused by your actions after collecting the vehicle |
| Scope mismatch fault where provider failed to notify car owner | Fault arising from scope car owner declined in writing |
Parts defect during warranty window
If a provider-sourced part (with Ops approval) fails within 5 days, the provider replaces it at zero additional labour cost. Cost recovery from the parts supplier is the provider's responsibility.
10. Dispute Resolution
If you are not satisfied, raise a dispute in-app before confirming completion — or within the 48-hour dispute window after confirmation.
| Stage | Timeframe | What Happens |
|---|---|---|
| 1 — Dispute Raised | 0–4 hrs | Both parties acknowledged in writing. Escrow frozen. Assigned to Customer Support. |
| 2 — Evidence Collection | 4–24 hrs | Both parties submit photos, descriptions, in-app messages. |
| 3 — Provider Response | 24–36 hrs | Provider has 12 hours to respond. Silence = automatic decision in car owner's favour. |
| 4 — Decision | 36–48 hrs | Customer Support Lead issues decision: full refund, partial adjustment, full release, or warranty repair. |
| 5 — Escalation | 48–72 hrs | Either party may escalate to Ops Lead. Final binding decision within 24 hours. No further internal appeal. |
After both windows close. Complaints raised after the 5-day warranty period and 48-hour dispute window are outside Whipcare's resolution scope. We recommend test-driving your vehicle before confirming completion on all mechanical repairs.
11. Cancellations
| Scenario | Outcome |
|---|---|
| Car owner cancels before provider travels | Full escrow refund within 1 hour |
| Provider no-show (ERT +60 mins, no contact) | Full escrow refund to car owner within 1 hour. Provider receives a platform strike. |
| Car owner absent when provider arrives | 30-minute grace period. After 60 minutes: 20% of job value charged as provider compensation. 80% refunded to car owner. |
| Diagnostic complete, car owner cancels repair | Diagnostic fee is non-refundable. Repair escrow refunded. |
| Force majeure event (flooding, unrest, etc.) | Job rescheduled, not cancelled. No strike or penalty to either party. Escrow frozen and protected. |
12. Provider-Specific Terms
This section applies exclusively to Service Providers. Car owners and fleet operators should note these terms explain how providers are governed — which directly affects service standards they experience.
12.1 — Provider Tiers & Commission
| Tier | Who | Commission | Job Access |
|---|---|---|---|
| Tier 1 | New / unverified | 20% | View only — cannot bid |
| Tier 2 | Verified individual mechanic or solo operator | 15% | Full B2C booking access |
| Tier 3 | Verified workshop with multiple staff on payroll | 10% | Full B2C and B2B fleet access |
12.2 — Provider Obligations
- • Arrive within declared ETA — or notify via platform at least 30 minutes before ETA expires
- • Take a mandatory pre-service photo before touching the vehicle. Jobs cannot move to 'in progress' without it
- • Conduct a scope pre-check before beginning any repair (see Section 8)
- • All communication with car owners must occur through the Whipcare platform
- • Respond to in-app messages within 30 minutes during business hours (8am–8pm)
- • Do not source or install parts without platform approval
- • Clean up after every job. Leave vehicle and space in better condition than found
12.3 — Provider Strike System
| Strike | Consequence |
|---|---|
| Strike 1 | Formal written warning |
| Strike 2 | 72-hour job access suspension |
| Strike 3 | 30-day suspension. Must reapply with written commitment letter |
| Strike 4 | Permanent deactivation. No discretion. |
12.4 — Provider Insurance Requirements
| Provider Type | Minimum Coverage Required |
|---|---|
| Tier 2 providers | Third-party liability — minimum ₦500,000 per incident |
| Tier 3 workshops | Third-party liability (₦5,000,000 per incident) + employer's liability for staff |
| Towing providers (all tiers) | Motor trade/towing liability — minimum ₦2,000,000 per incident. Mandatory before first towing job. |
| Fleet contract providers | Professional indemnity (₦10,000,000) in addition to third-party liability |
Providers without required insurance are downgraded to Tier 1 view-only status until coverage is confirmed.
12.5 — Conduct Standards
- • Zero tolerance for abusive, threatening, or physically aggressive behaviour toward car owners or Whipcare staff. First confirmed incident: permanent deactivation
- • No provider may operate a vehicle, handle tools, or perform any service while under the influence of alcohol or controlled substances
- • Subcontracting without disclosure is prohibited. Tier 3 workshops may assign jobs internally to registered staff only
- • Do not share personal contact details, social handles, or solicit repeat bookings from Whipcare-referred clients outside the platform (see Section 16)
12.6 — Immediate Termination Grounds (Providers)
- • Fraud or deliberate misrepresentation
- • Installation of counterfeit or unapproved parts
- • Second anti-disintermediation violation
- • Confirmed gross misconduct or physical aggression
- • Confirmed operation under the influence
- • Data or privacy breach involving car owner personal information
- • Accumulation of Strike 4
- • Second vehicle damage incident
- • Failure to maintain required insurance after written notice to cure (14-day cure period)
13. Car Owner-Specific Terms
13.1 — Your Responsibility for Accurate Fault Description
You are responsible for describing your vehicle's symptoms accurately when submitting a booking. Providing a false or incomplete description that results in a provider travelling to a job they cannot complete (due to missing equipment or mismatched skill) will not entitle you to a refund of the diagnostic fee, and may result in a partial escrow retention to compensate the provider's travel costs.
13.2 — Confirming Completion
Confirming job completion in the app is a meaningful legal act. It triggers payment release to the provider. Do not confirm if you have not inspected the vehicle. Once confirmed, your recourse is the 48-hour dispute window and the 5-day warranty period. Confirmation given under duress — for example while the provider is physically present and pressuring you — should be reported immediately to zacwurld@gmail.com. Whipcare will review the timing and circumstances of the confirmation.
13.3 — Vehicle History Disclosure
You should disclose any known material faults with your vehicle at the time of booking, particularly if they may affect the provider's safety or ability to complete the requested service. Failure to disclose a known material fault that causes damage to the provider's tools, equipment, or person may result in liability on your part.
13.4 — Abusive Behaviour Toward Providers
Car owners who threaten, intimidate, or are physically aggressive toward providers will have their accounts suspended pending investigation. If the threat is credible or harm occurred, Whipcare will support the provider and the matter will be escalated. Repeated abusive behaviour will result in permanent account closure.
14. Fleet Operator-Specific Terms
Fleet operators use Whipcare on the same pay-per-job escrow model as individual car owners. There is no separate payment structure. The key differences are scale, priority protocols, MTTR accountability, and the additional disclosure obligations below.
14.1 — Fleet Onboarding Obligations
- • Provide accurate records for all vehicles in the fleet at onboarding: registration, make, model, year, and known pre-existing faults
- • Update vehicle records when new vehicles are added or retired from the fleet
- • Appoint a named Fleet Contact who will be Whipcare's primary point of contact for all escalations
- • Ensure all vehicle drivers authorised to present vehicles for service are registered under the fleet account
14.2 — Pre-Existing Fault Disclosure
Fleet operators must disclose known pre-existing faults on any vehicle submitted for service. Failure to disclose a known fault that causes a repair failure, provider liability dispute, or safety incident makes the fleet operator — not Whipcare and not the provider — liable for the resulting damage or costs.
14.3 — Emergency Priority Protocol
| Priority | Scenario | Whipcare Commitment | Provider Target |
|---|---|---|---|
| P1 — Critical | Vehicle breakdown causing active revenue loss (logistics, passenger transport) | Ops Lead begins provider deployment within 15 minutes of P1 flag during operating hours (7am–9pm). Best effort outside these hours. | Tier 3 provider dispatch within 30–60 minutes depending on location and availability |
| P2 — Urgent | Breakdown not halting operations but cannot wait more than 4 hours | Provider assigned from fleet pool within 1 hour | On-site within 2–4 hours depending on traffic and zone |
| P3 — Standard | Scheduled or non-urgent maintenance | Normal booking queue | Normal booking flow |
Note on response times. Whipcare commits to initiating provider deployment within the timeframes above. Actual arrival times depend on provider availability, traffic conditions, and geographic proximity. Whipcare is not liable for provider travel delays outside its control. The P1 commitment is to begin the process — not to guarantee arrival within 15 minutes.
14.4 — MTTR (Mean Time To Repair)
MTTR targets are set in the Fleet Agreement and are provider commitments — not Whipcare guarantees. Whipcare's obligation on MTTR is to reroute promptly if a provider misses targets. The provider bears liability for MTTR breaches, not the platform.
| MTTR Breach | Consequence |
|---|---|
| First miss (>20% of target) | Ops Lead contacts provider. Root cause documented. 2-week improvement window. |
| Second miss within 60 days | Formal written caution. Provider's fleet access reviewed. |
| Third miss | Provider removed from fleet account. Fleet operator notified. Replacement provider introduced. |
14.5 — Fleet Account Conduct
- • Fleet operators may not instruct or pressure providers to bypass platform processes, skip documentation, or accept verbal scope changes
- • Fleet operators who repeatedly submit vehicles without disclosed pre-existing faults after written warning may have their fleet account reviewed or suspended
- • Fleet operators are responsible for ensuring their nominated drivers present vehicles in a safe condition to service
15. Provider Ratings & Reviews
- • Rate providers after completed bookings only — ratings are verified against booking history
- • Leave honest, specific reviews based on your actual experience
- • Do not coordinate with others to manipulate a provider's rating in either direction
- • Do not use the review system to threaten providers into discounts or favours
- • Accounts with fewer than 2 completed bookings cannot contribute to a provider's public score
- • Abuse of the review system (fake positives, coordinated negatives) will result in account suspension
- • Providers may flag a suspicious review within 48 hours of it appearing. Whipcare's Ops Lead will review the flagged account's booking history
16. Anti-Disintermediation
The value Whipcare provides — verification, escrow, dispute resolution, service history — disappears the moment transactions move off-platform. These rules protect all parties.
Providers must not:
Share personal contact details with Whipcare-referred clients, accept direct payment for platform bookings, or solicit repeat business outside the platform.
Car owners and fleet operators must not:
Solicit off-platform arrangements with providers they meet through Whipcare, or offer to pay a provider directly to avoid the platform fee.
| Party | Violation | Consequence |
|---|---|---|
| Provider | First violation | Formal warning + 7-day job access suspension |
| Provider | Second violation | Permanent removal. No recourse. |
| Car Owner / Fleet Operator | First violation | Formal warning + account review |
| Car Owner / Fleet Operator | Second violation | Permanent account closure |
17. Intellectual Property
- • All software, design, algorithms, and branding on the Whipcare platform are the intellectual property of ZacWurld Technologies Ltd.
- • You may not reproduce, scrape, reverse-engineer, or replicate any part of the platform
- • Your vehicle service history and booking data is your data — you may request a full export at any time
- • Whipcare may use anonymised, aggregated data (no identifying information) for platform improvement and research
- • Pre-service and post-service photos uploaded to the platform are stored by Whipcare and may be used anonymised for product improvement
- • Providers may not display 'Verified Whipcare Partner' credentials without written permission from Whipcare
- • Whipcare's name, logo, and trade dress may not be used in provider advertising, signage, or social media without written consent
18. Data Privacy & NDPA 2023
Whipcare processes personal data in accordance with the Nigeria Data Protection Act 2023 (NDPA 2023).
| Data Type | Why We Collect It | Who Can See It |
|---|---|---|
| Name, phone, email | Account creation and communication | Whipcare only |
| Vehicle details & registration | Booking matching and service history | Whipcare + assigned Provider |
| Location (when booking) | Provider dispatch and arrival | Whipcare + assigned Provider (job location only) |
| Payment transaction data | Escrow management | Whipcare + payment processor |
| Service history records | Vehicle health tracking, disputes, warranty | Whipcare + Car Owner / Fleet Operator |
| Pre/post-service photos | Dispute evidence and quality assurance | Whipcare + both booking parties |
- • We do not sell your data. We do not share it with third parties for marketing
- • Providers may only use car owner data for the purpose of completing the booked job
- • Providers must not contact car owners using platform-obtained data for any purpose not related to the active booking
- • Under NDPA 2023, you have the right to access, correct, and request deletion of your personal data — submit requests to zacwurld@gmail.com
- • In the event of a data breach, Whipcare will notify affected users and the NDPC within 72 hours of becoming aware
- • Vehicle service history records are retained for 5 years for legal and operational purposes
19. Liability & Indemnity
Whipcare's liability is limited as follows:
- • Maximum liability for any single claim is limited to the escrow amount held for the booking in question
- • Whipcare is not liable for vehicle damage exceeding the job value, loss of use, consequential losses, or damage from parts the car owner supplied
- • Whipcare is not liable for provider actions that breach our SLA — our obligation is to enforce the SLA through the dispute and penalty system
- • Nothing in these Terms excludes liability for death, personal injury caused by Whipcare's negligence, or fraud
Provider indemnity
Providers indemnify Whipcare against any claims, costs, fines, or regulatory penalties arising from the provider's breach of these Terms, the Provider SLA, or applicable Nigerian law — including NDPA 2023 breaches and vehicle damage claims.
Fleet operator indemnity
Fleet operators indemnify Whipcare against claims arising from undisclosed pre-existing vehicle faults, unauthorised vehicle submission, or fleet operator instructions that cause a provider to breach their SLA obligations.
20. Force Majeure
Neither Whipcare nor any user is liable for failure to perform obligations caused by events beyond reasonable control — including flooding, civil unrest, fuel scarcity, CBN payment system outages, telecom failures, or government-imposed movement restrictions. In such events, escrow remains frozen and protected. Jobs are rescheduled, not cancelled, unless both parties agree otherwise in writing. No strike, penalty, or breach is recorded against either party during a verified force majeure event.
21. Governing Law
These Terms are governed by the laws of the Federal Republic of Nigeria. Any unresolved dispute is subject to the exclusive jurisdiction of the courts of Lagos State, or — by mutual written agreement — binding arbitration under the Lagos Court of Arbitration (LCA) or Chartered Institute of Arbitrators Nigeria (CIArb Nigeria). Internal dispute resolution (Section 10) must be fully exhausted before any court or arbitration proceedings are commenced.
22. Changes to These Terms
Whipcare may update these Terms from time to time. Material changes will be communicated via the app and by email at least 14 days before they take effect. Continued use of the platform after the effective date constitutes acceptance. If you do not agree, you may close your account before the effective date.
23. Contact Us
| Contact Type | Details |
|---|---|
| General support | zacwurld@gmail.com |
| Dispute escalation | zacwurld@gmail.com — Subject: Dispute — [Booking ID] |
| Data access / NDPA requests | zacwurld@gmail.com — Subject: Data Request |
| Legal notices | ZacWurld Technologies Ltd., Lagos, Nigeria |
| Platform | www.whipcare.app |
Whipcare — The Operating System for Vehicle Health in Africa
ZacWurld Technologies Ltd. · Lagos, Nigeria · www.whipcare.app