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SkillConnect Ltd (RC 1661539) Imuereze Street, Off Upper Adesuwa Road, GRA, Benin City, Edo State, Nigeria Contact: support@myskillconnect.com
Version 1.1 · Dated 25 October 2026 · Takes effect on the date SkillConnect Ltd publishes this document after founder adoption
Key terms. In this document: Platform means the SkillConnect mobile app, the myskillconnect.com website and the Wedding Planner in the mobile app and the guest Event Planner on the website. Customer means a person who uses the Platform to find and pay for event services. Vendor means an independent person or business that offers event services on the Platform. User means a Customer, Vendor or any other person using the Platform. Job means a request for services posted by a Customer. Booking means an agreement between a Customer and a Vendor made through the Platform, and Service Agreement means the terms they agree for it. Dispute means a disagreement between a Customer and a Vendor about a Booking. If our Terms and Conditions define these words differently, the Terms and Conditions prevail.
1. Purpose and scope
1.1 This procedure explains how you can complain to SkillConnect, what happens next, and what you can do if you are not satisfied. We want to hear about problems, treat them seriously and use them to improve.
1.2 It applies to Customers, Vendors, other Users and visitors to the SkillConnect app, the myskillconnect.com website the Wedding Planner in the mobile app and the guest Event Planner on the website (the Platform).
1.3 Capitalised terms have the meanings in our Terms and Conditions.
2. Two different things: complaints and disputes
2.1 A complaint is an expression of dissatisfaction with SkillConnect itself: for example how we handled your account, a decision we made, how our staff treated you, our app or website, our handling of your personal information, or a delay in responding to you.
2.2 A Dispute is a disagreement between a Customer and a Vendor about a Booking, for example about the quality of the work, whether it was completed, a cancellation, or whether payment should be released or refunded.
2.3 Disputes are handled under sections 6, 7 and 8 of our Terms and Conditions. This procedure does not set the deadlines, outcomes or evidence rules for Disputes.
2.4 If you are unsure which route applies, write to us anyway. We will tell you which applies and pass your message to the right team. If one matter includes both, we will separate them and tell you.
2.5 A complaint about how we handled a Dispute (for example delay, failure to consider your evidence, or unfair treatment) is a complaint under this procedure. Making it does not reopen the Dispute outcome unless the complaint shows that the outcome should be reviewed. In that case we will explain how the review will happen.
3. Examples of matters we treat as complaints
3.1 We will treat as a complaint, for example:
- a restriction, suspension or closure of your account that you think is wrong;
- a removal of your Content or review that you think was wrong, if you have already used the appeal route in our Reviews, Ratings, User Content and IP Complaints Policy;
- a problem with how we handled a request about your personal information;
- discourteous or unfair conduct by someone acting for SkillConnect;
- the app or website not working in a way that harms you, including accessibility barriers;
- a delay or failure by SkillConnect to do something we said we would do; or
- a concern about a Vendor’s or Customer’s behaviour that is not a payment Dispute, where you think we should have acted.
4. How to complain
4.1 You can report a problem or make a complaint in the app, or write to support@myskillconnect.com. If you write, please put “Complaint” in the subject line.
4.2 Please tell us: your name and the email address or phone number on your account; what happened and when; any Booking or Job reference; what you would like us to do; and any evidence, such as screenshots or messages. If you need support in another way, say so (see section 9).
4.3 You may complain through someone who acts for you, such as a relative, if you give us their details and your permission.
4.4 You do not need to use legal language. If you cannot give all the details, send what you have and we will ask for the rest.
4.5 Complaining does not affect how we treat you. We do not penalise anyone for a complaint made in good faith, including one that is not upheld.
5. What happens next
| Stage | What we do | Target time |
|---|---|---|
| 1. Acknowledge | Confirm we have your complaint, give a reference and tell you who is handling it | 2 working days |
| 2. Assess | Decide whether it is a complaint or a Dispute, and how serious or urgent it is | Within the response time in stage 4 |
| 3. Investigate | Look at the facts, records and, where relevant, hear from others involved | Within the response time in stage 4 |
| 4. Respond | Give you a written outcome with reasons and next steps | 10 working days from receipt; longer for complex matters, and we will tell you |
| 5. Review | If you are not satisfied, you can ask for a review (section 7) | Ask within 14 days of our response |
5.1 These are targets, not guarantees. If we cannot respond within the target, we will tell you why and when to expect an answer. A working day means Monday to Friday, excluding Nigerian public holidays.
5.2 Urgent safety, fraud or account-takeover reports are looked at first. If you believe someone is in danger, contact the emergency services. SkillConnect is not an emergency service.
6. How we investigate
6.1 Where we can arrange it, we assign complaints to a person who was not involved in the matter.
6.2 We look at the facts, any records we hold, what you told us, and what other people involved say. We may ask you or others for further information.
6.3 We will take care with other people’s personal information. We may not be able to share everything with you, for example where it would reveal another person’s private information, compromise fraud prevention, or breach the law.
6.4 We keep a record of each complaint, what we decided and why. Records are kept for the period stated in our Privacy Policy.
7. If you are not satisfied: review
7.1 If you disagree with our response, you can ask for a review within 14 days of our response by replying to the outcome message or writing to support@myskillconnect.com with “Complaint review” and the reference.
7.2 Where we can arrange it, a different, more senior person will review the complaint and the original decision, and give you a written final response from SkillConnect.
7.3 If the review finds that we made a mistake, we will say so, put right what we reasonably can (for example restore access or correct a record) and, where it is helpful, explain what we will change.
7.4 Remedies are proportionate to the problem. We may apologise, correct information, restore access, review or reverse a decision, or explain the position. Nothing here limits any remedy a court or authority may give you.
8. Other places you can go
8.1 You do not have to use this procedure before going to a regulator, a court or another body, and using it does not limit your legal rights.
8.2 If your complaint is about how we handled your personal data, you may complain to the Nigeria Data Protection Commission (section 46 of the Nigeria Data Protection Act 2023). For consumer concerns, you may be able to contact the Federal Competition and Consumer Protection Commission. For copyright matters, see our Reviews, Ratings, User Content and IP Complaints Policy.
8.3 For payment-processing questions, you may also be able to contact the payment provider. See our Third-Party Service Providers Disclosure.
9. Support and accessibility
9.1 If you have difficulty complaining in writing, for example because of a disability, limited data access or language, tell us at support@myskillconnect.com and we will try to arrange another reasonable way, such as help from someone you choose.
9.2 We accept complaints in English.
10. Personal information in complaints
10.1 We use the information in your complaint to investigate and respond, and to improve our service. It is handled under our Privacy Policy.
10.2 If your complaint is about your personal information, we will also explain your rights, for example to access, correct or object, as set out in the Privacy Policy.
11. Learning from complaints
11.1 We review complaints regularly to find patterns. We may change our processes, products or policies as a result. We do not promise a particular outcome from this review.
12. Changes and contact
12.1 We may update this procedure and will give notice of material changes in the app or by email at least 14 days before they take effect, except where urgent legal reasons require otherwise.
12.2 Questions: support@myskillconnect.com.