NNAKKI PAYMENTS CENTRE

1. Escrow Policy

Purpose

NNAKKI uses a secure escrow payment model to protect both Customers and Professionals.

Escrow means that payment is collected at the time of booking but is held securely until the service has been completed in accordance with this Policy.

Neither the Customer nor the Professional has direct access to the funds while they are held in escrow.

Why Escrow Matters

Escrow protects Customers by ensuring:

• Payments are not immediately released before services are delivered.
• Fraudulent bookings are reduced.
• Disputes can be investigated before funds are released.
• Booking records are securely maintained.

Escrow protects Professionals by ensuring:

• Customers have already committed financially.
• The risk of non-payment is significantly reduced.
• Payments are released once agreed conditions have been met.

Escrow Process

Step 1

Customer books a service.

Step 2

Customer pays securely through NNAKKI.

Step 3

Funds are deposited into NNAKKI's secure escrow account.

Step 4

Professional delivers the booked service.

Step 5

Customer and Professional confirm service completion.

Step 6

Any applicable dispute resolution period is observed.

Step 7

Funds are released to the Professional.

Escrow Hold Period

Payments remain in escrow until:

• The booked service has been completed.
• Completion has been confirmed by the Customer and/or Professional.
• No active dispute exists.
• The applicable release period has expired.

Where confirmation is not received, NNAKKI may automatically release funds after the applicable review period unless a dispute has been raised.

Escrow Restrictions

Funds held in escrow:

• Cannot be withdrawn early.
• Cannot be transferred between users.
• Cannot be used for unrelated bookings.
• Remain subject to NNAKKI's dispute procedures.

2. Payment Processing Policy

Secure Payment Processing

All payments made through NNAKKI are processed by trusted third-party payment service providers that comply with recognised security and payment standards.

NNAKKI does not process card payments directly or store full payment card details.[cite: 4]

Accepted Payment Methods

Available payment methods may include:

• Debit cards
• Credit cards
• Instant EFT
• Digital wallets
• Mobile payment solutions
• Other payment methods introduced from time to time

Availability may vary by country.

Payment Authorisation

Before a booking is confirmed:

• Payment must be successfully authorised.
• Fraud screening may be performed.
• Additional verification may be required.

Bookings will not be confirmed until payment has been successfully processed.

Payment Security

To protect Customers and Professionals, NNAKKI employs:

• Secure encrypted payment connections
• Fraud monitoring
• Transaction authentication
• Risk scoring
• Secure payment gateways
• Audit logging

Failed Payments

Payments may fail because of:

• Insufficient funds
• Incorrect payment details
• Bank restrictions
• Network failures
• Suspected fraud
• Payment provider errors

Where a payment fails, the booking will remain unconfirmed until payment is successfully completed.

3. Payout Schedule

Reliable Professional Payouts

Professionals deserve timely and predictable access to their earnings.

Once the escrow release conditions have been satisfied, NNAKKI initiates payment to the Professional's verified bank account.

Standard Payout Timeline

Subject to successful service completion:

• Payment remains in escrow during the applicable confirmation and dispute period.[cite: 4]
• Once released, payout instructions are sent to the payment provider.

Banking institutions may require additional processing time before funds appear in the Professional's account.

Public holidays, weekends and banking delays may affect payout timing.

Banking Details

Professionals are responsible for maintaining accurate banking information.

Incorrect or outdated banking details may delay payment.

Delayed Payouts

Payouts may be delayed where:

• Banking details are incorrect.
• Identity verification is incomplete.
• Fraud investigations are underway.
• A dispute has been opened.
• Regulatory requirements require additional review.

4. Chargeback Policy

Protecting the Marketplace

A chargeback occurs when a Customer disputes a payment directly with their bank or card issuer after a transaction has been processed.

Chargebacks increase costs and risks for everyone using the platform.

Before Filing a Chargeback

Customers are encouraged to:

• Contact the Professional.
• Contact NNAKKI Support.
• Use the NNAKKI Dispute Resolution process.

Many issues can be resolved without involving a bank.

Chargeback Investigation

Where a chargeback is initiated, NNAKKI may review:

• Booking records
• Platform messages
• Payment confirmations
• GPS records (where available)
• Service completion confirmations
• Photographic evidence
• Supporting documentation

Fraudulent Chargebacks

Knowingly submitting false or fraudulent chargebacks may result in:

• Account suspension
• Permanent account closure
• Recovery of outstanding amounts
• Legal action where appropriate

Professional Protection

Where evidence confirms that a booked service was properly delivered, NNAKKI may contest the chargeback with the payment provider using available transaction records and supporting evidence.

5. Fraud Prevention Policy

Our Commitment

Fraud undermines trust and harms both Customers and Professionals.

NNAKKI actively monitors the platform to identify and prevent fraudulent activity.[cite: 4]

Fraud Detection

Our systems may monitor for:

• Fake identities
• Duplicate accounts
• Suspicious payment behaviour
• Unusual booking activity
• Account takeovers
• Payment fraud
• Review manipulation
• Location inconsistencies
• Repeated cancellations
• Suspicious device activity

AI-Assisted Monitoring

NNAKKI may use artificial intelligence and automated risk analysis to detect unusual behaviour that could indicate fraud.

Where significant action is taken against a user, appropriate human review will be conducted.

User Responsibilities

Customers and Professionals should never:

• Share passwords.
• Share verification codes.
• Transfer payments outside NNAKKI.
• Accept requests to bypass platform policies.
• Use another person's identity.
• Create multiple fraudulent accounts.

Reporting Fraud

If you suspect fraud, report it immediately through the NNAKKI platform.

Examples include:

• Fake Professionals
• Fake Customers
• Stolen identities
• Payment scams
• Off-platform payment requests
• Account impersonation

6. Refund Policy

Fair and Transparent Refunds

NNAKKI aims to resolve refund requests quickly, fairly and consistently.

Refund decisions are based on the specific circumstances of each booking.

Refund Eligibility

Refunds may be available where:

• A Professional cancels the booking.
• A booking cannot be fulfilled.
• Duplicate payments occur.
• Payment processing errors occur.
• A dispute is resolved in the Customer's favour.
• Fraudulent activity is confirmed.
• Technical platform failures affect the booking.

Partial Refunds

Partial refunds may apply where:

• Cancellation penalties are applicable.
• Part of the service has already been delivered.
• Travel costs have already been incurred.
• Certain optional services have already been provided.

Processing Time

Approved refunds are initiated promptly. The time required for funds to appear in a Customer's account depends on the payment provider and financial institution.

Non-Refundable Items

Unless required by law or otherwise stated:

• Third-party payment processing fees may not be refundable where incurred.
• Certain cancellation penalties may apply.
• Completed services are generally not refundable unless a dispute is upheld.

7. Platform Fees Policy

Transparent Pricing

NNAKKI believes Customers and Professionals should always understand what they are paying for.

Before confirming a booking, users will receive a full breakdown of all applicable charges.

Customer Fees

Customers may pay:

• Service fee
• Platform service fee
• Call-out fee (where applicable)
• Applicable taxes
• Optional services

Professional Fees

Professionals may be charged:

• Platform commission
• Payment processing deductions where applicable
• Optional promotional services
• Future premium business tools (where subscribed)

Call-Out Charges

Where Professionals travel to Customers, call-out charges may include:

• Base travel fee
• Distance-based travel charges
• Additional travel-related costs disclosed before booking

Fee Transparency

NNAKKI will never intentionally include hidden charges.

All known fees will be displayed before payment confirmation.

Changes to Fees

Platform fees may change from time to time to reflect improvements to our services, payment infrastructure, regulatory requirements or operating costs.

Customers and Professionals will be notified of material fee changes before they take effect.