Security and Account Protection Policy

1. Purpose and scope

1.1 This policy explains how SkillConnect and its Users share responsibility for keeping accounts and information safe on the SkillConnect app, the myskillconnect.com website the Wedding Planner in the mobile app and the guest Event Planner on the website (the Platform).

1.2 It does not list our technical security measures in detail, because publishing those could help attackers. It also does not promise that the Platform will never be breached or interrupted. No online service can promise that.

1.3 Capitalised terms have the meanings in our Terms and Conditions.

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2. Your responsibilities

2.1 You are responsible for activity on your account that you or someone you let use it carries out. To protect it, you should:

• keep your password, one-time passcodes and any security codes secret, and never share them with anyone, including someone who says they work for SkillConnect;
• use a password that is long and not used elsewhere;
• keep your phone and email account secure, because they can be used to reset your access;
• log out on shared devices, and keep your app updated;
• check that a message, email or payment request really comes from SkillConnect or the Booking you expect before you act on it;
• tell us promptly if you lose your phone, change your number, or think someone else can access your account; and
• keep your contact details up to date.

2.2 SkillConnect will never ask you for your password or a one-time passcode by phone, message or email.

2.3 Pay and agree Bookings only through the Platform’s payment methods. Be careful of anyone who asks you to pay by transfer outside the Platform. Payments made outside the Platform are outside SkillConnect’s payment and Dispute processes, and we may be unable to help with them.

2.4 Do not click links, open files or install apps from unknown senders, especially messages claiming to be from SkillConnect, a bank or a payment provider and asking for your details.

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3. Common scams to watch for

3.1 Examples of things to be careful of:

• a message asking you to pay or confirm a payment through a link or account that is not in the Platform;
• someone claiming to be SkillConnect or a Vendor asking for your login code;
• a screenshot of a bank transfer or payment alert offered as proof of payment;
• a Vendor or Customer who is in a hurry and refuses to use the Platform;
• a request to “approve” completion before the work is done; and
• a fake job posted to collect your information or get a deposit.

3.2 If you see any of these, stop, do not pay or share any codes, and report it (section 4).

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4. Reporting suspicious activity or a security problem

4.1 To report suspicious activity, a scam, a compromised account or a security weakness, use the report option in the app or write to support@myskillconnect.com with “Security” in the subject line. Tell us what you saw, when, which account or Booking is involved and any evidence you have, such as screenshots. Do not send passwords or full card numbers.

4.2 If you think your account is being used without your permission, tell us at once. Where the app allows, change your password and log out of other devices.

4.3 If someone is in immediate danger, call the emergency services first.

4.4 Finding a weakness. If you find a weakness in our Platform, please report it to us privately at the address above and give us a reasonable time to fix it before telling others. Do not access other people’s data, disrupt the service, or demand payment. We will treat good-faith reports with care. We do not offer a reward programme.

4.5 We aim to acknowledge reports within 2 working days. We cannot always tell you what we did, for security and privacy reasons.

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5. How we may protect accounts

5.1 To protect Users and the Platform we may, where we have reason to suspect fraud, abuse, takeover or a security risk:

• ask you to confirm who you are, for example by a one-time passcode, further identity information or other steps;
• limit certain actions, such as changing a payout destination, messaging or posting Jobs;
• suspend or lock an account while we investigate; and
• in the case of serious or repeated breaches, close an account in line with our Acceptable Use and Prohibited Activities Policy.

5.2 These steps will be proportionate to the risk. We will explain what we have done and why, in summary, and how to ask for a review, unless doing so would increase risk, help a wrongdoer or break the law.

5.3 Any limit on your use of the account because of a security concern is separate from a financial Dispute or a sanction under the Acceptable Use and Prohibited Activities Policy. A security restriction is not a finding that you did wrong. We will lift it when the risk has passed.

5.4 If we limit access to an account, we will tell you what you can still do and how to get information you need, for example about a Booking in progress, as far as it is safe to do so.

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6. If your account has been compromised: recovery

6.1 Contact support@myskillconnect.com as soon as you notice a problem. We will ask you to prove you are the owner. The steps depend on what you can prove, and may include the email or phone number on the account, information about recent activity, and further verification.

6.2 While we check, we may restrict the account to protect you and others. We may not be able to restore access if we cannot confirm that you are the genuine owner.

6.3 After recovery we will recommend that you change your password and review your recent activity and details. If money or Bookings were affected, we will explain the next steps. Whether any money can be recovered depends on the circumstances and the payment methods and providers involved. We do not promise compensation.

6.4 If you cannot recover access because you have lost both your phone number and email, contact us. We will try to help but cannot promise to restore an account without sufficient proof.

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7. Closing your account

When you ask to close your account, within five working days of a verified request we close it and remove sign-in access from active systems. Some records may be retained, deleted or de-identified later under our Privacy Policy. This is not an unconditional promise that every backup is destroyed within five working days.

7.2 Closing an account does not cancel your obligations for Bookings in progress or remove records we must or may keep for legal, security or evidence reasons. See our Privacy Policy for how long records are kept.

8. Our security responsibilities

8.1 We take reasonable steps to protect personal information and the Platform against loss, misuse and unauthorised access, as required by the Nigeria Data Protection Act 2023. These are described in general terms in our Privacy Policy.

8.2 We use service providers whose roles are described in our Third-Party Service Providers Disclosure. We do not promise their services will always be available.

8.3 If we become aware of a security incident affecting your personal information, we will assess it and, where the law requires, tell the Nigeria Data Protection Commission within 72 hours and tell affected Users where there is a high risk to them.

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9. Service interruptions

9.1 The Platform may sometimes be unavailable because of maintenance, outages in our systems or provider systems, network problems or security measures. We will try to give notice of planned maintenance where we can.

9.2 Where a relevant outage prevents you from responding within a period set by our rules for a Booking, Dispute or review, we will treat that period as paused for the time the outage lasts.

10. Changes and contact

10.1 We may update this policy. We will give notice of material changes in the app or by email at least 14 days before they take effect, except where urgent legal or security reasons require otherwise.

10.2 Contact: support@myskillconnect.com.

Related documents

• Terms and Conditions
• Acceptable Use and Prohibited Activities Policy
• Reviews, Ratings, User Content and IP Complaints Policy

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