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📜 Terms & Conditions for TOLO Finds & TOLO Finds Pro

Effective Date: August 7, 2026
Last Updated: August 7, 2026
Application(s): TOLO Finds (Customer App) & TOLO Finds Pro (Service Provider App)
Entity: TOLO Technologies PLC / TOLO Finds (“TOLO”, “Company”, “we”, “us”, or “our”)

1. Acceptance of Terms

By downloading, installing, registering, accessing, or using TOLO Finds or TOLO Finds Pro (collectively, the “Platform”), you (“User”, “Customer”, or “Provider”) enter into a legally binding contract with TOLO Technologies PLC.

If you do not agree to these Terms & Conditions (“Terms”), you must immediately cease using the Platform and delete the applications from your devices.

2. Platform Concept & Service Nature

  1. Marketplace Role: TOLO operates a digital marketplace technology platform that connects independent local service professionals (“Providers”) with individual or business clients seeking local services (“Customers”).
  2. Independent Contractor Relationship: Providers are independent contractors and not employees, agents, joint-venturers, or partners of TOLO. Providers exercise complete discretion over when, where, and how long they work.
  3. No Direct Employment: TOLO does not perform local services (such as plumbing, electrical work, cleaning, moving, etc.) directly. TOLO’s sole role is to facilitate the matchmaking, communication, location dispatching, and transaction settlement between Users.

3. Account Registration & User Obligations

A. Eligibility

  • You must be at least 18 years of age and legally competent to enter into contracts under the laws of Ethiopia.

B. User Responsibilities

  • You must provide accurate, current, and complete information during registration and keep your profile updated.
  • You are strictly responsible for maintaining the confidentiality of your credentials (phone number, OTP, account PIN, and login tokens).
  • You must not share your account or allow third parties to operate under your registered Provider or Customer profile.

C. Provider Verification (KYC) & Badges

  • Providers must submit valid identification (Fayda / Resident ID, Passport), trade licenses, certifications, and background verification documents.
  • TOLO reserves the right to grant, suspend, or revoke the “TOLO Verified Pro” badge based on compliance reviews, customer ratings, and document authenticity.

4. Bookings, Dispatching & Cancellation Policy

  1. Job Request & 45-Second Dispatch: When a Customer submits an instant booking request, TOLO dispatches the alert to nearby online Providers. The Provider has a 45-second window to accept or decline the job.
  2. Acceptance Commitment: Once a Provider accepts a job, they commit to arriving at the customer site promptly.
  3. Cancellation Policy:
    • Customer Cancellations: Customers may cancel a booking free of charge prior to Provider dispatch. Late cancellations after a Provider is en route may incur a cancellation fee.
    • Provider Cancellations: Repeated unexcused job cancellations or no-shows by a Provider will result in a penalty, lowered TOLO Score, or account suspension.

5. Platform Fees, Wallet Operations & Payments

  1. Service Commissions: TOLO charges a standard platform commission (default 10%) on completed service jobs. This fee is automatically deducted from the Provider’s TOLO Wallet balance.
  2. Provider Wallet & Credit Limit: Providers maintain an in-app ETB Wallet. TOLO enforces a minimum credit limit threshold (e.g. -100 ETB). If a Provider's wallet balance drops below the threshold due to unpaid commissions, their job dispatching will be paused until the wallet is topped up.
  3. Subscriptions & Memberships: TOLO offers optional Provider subscription plans and Customer memberships. Subscription fees are recurring and non-refundable once activated.
  4. Off-Platform Payment Prohibitions: All service agreements initiated via TOLO must be recorded on the Platform. Soliciting off-platform direct arrangements to evade platform commission is strictly prohibited and constitutes grounds for permanent ban.

6. Code of Conduct & Prohibited Activities

Users agree NOT to:

  • Solicit, engage in, or promote unlawful activities, fraud, or unsafe work conditions.
  • Verbally, physically, or sexually harass, threaten, or abuse any Customer, Provider, or TOLO staff member.
  • Upload fraudulent identification documents, false reviews, or misleading portfolio images.
  • Reverse-engineer, decompile, crawl, or attempt to compromise the integrity of the Platform, mobile apps, or backend APIs.

7. Quality Disclaimer & Limitation of Liability

  1. No Direct Performance Warranty: While TOLO conducts background verification on Providers, TOLO does not directly perform or supervise the physical work. Services are rendered directly by independent Providers.
  2. Limitation of Damages: To the maximum extent permitted under Ethiopian law, TOLO Technologies PLC shall not be liable for indirect, incidental, consequential, special, or exemplary damages, property loss, or personal injuries resulting from interactions between Customers and Providers.
  3. Dispute Resolution: In the event of a quality dispute, Users agree to first utilize TOLO's internal Dispute Resolution & Support team to investigate and mediate the issue.

8. Intellectual Property Rights

All software code, mobile applications, logos, trademarks ("TOLO", "TOLO Finds", "TOLO Finds Pro"), graphics, brand visual identities, database schemas, and content provided on the Platform are the exclusive property of TOLO Technologies PLC and protected by applicable copyright and trademark laws.

9. Account Termination & Suspension

TOLO reserves the right, in its sole discretion, to suspend, deactivate, or permanently terminate any Customer or Provider account immediately and without prior notice if:

  • You breach any provision of these Terms.
  • A Provider's rating drops below the acceptable quality threshold (e.g. < 3.5 stars) or incurs high cancellation rates.
  • Fraudulent activity, document falsification, or safety violations are detected.

10. Governing Law & Jurisdiction

These Terms shall be governed by, construed, and enforced in accordance with the laws of the Federal Democratic Republic of Ethiopia. Any legal action or proceeding arising under these Terms shall be subject to the exclusive jurisdiction of the competent courts in Addis Ababa, Ethiopia.

11. Amendments to Terms

TOLO reserves the right to modify or update these Terms at any time. Continued use of the Platform following the posting of revised Terms constitutes your acceptance of the updated terms.

12. Contact Information

For legal inquiries, dispute reports, or support regarding these Terms, please contact:

  • Legal & Support Team: legal@tolofinds.com / support@tolofinds.com
  • Address: TOLO Technologies PLC, Bole, Addis Ababa, Ethiopia
  • Website: https://www.tolofinds.com