Terms of Use

1. Agreement and transaction documents

These Terms govern platform access. A paid professional service is also governed by the order, Professional Services Terms, selected Service Schedule, Payment Policy and Refund Policy. A managed project requires a separate Client / Managed Project Agreement and project schedule. If documents conflict, the signed project agreement or accepted order controls for that transaction, then its schedule, then these Terms.

Creating an account requires affirmative acceptance. A later purchase, project, funding or release may require separate acceptance. We preserve new acceptance records by document version; a later update does not replace an earlier record. Material changes will be notified and, where they materially alter an active transaction, may require fresh acceptance.

2. Eligibility, account accuracy and security

You must be at least 18, able to contract, provide accurate current information and use only access granted to you. Keep your email, device and authentication methods secure; notify us promptly of suspected misuse. Role labels control the available workspace but do not expand a person's legal authority.

3. Platform function and limitations

The platform records projects, messages, evidence, reports, requests and payment events. Trustline may coordinate providers and review whether required workflow evidence was submitted. An administrative review is not a professional certification unless the order expressly identifies the licensed professional, regulated service and signed deliverable.

Trustline does not guarantee construction outcome, completion, structural safety, workmanship, title, ownership, authenticity, absence of encumbrances, permit validity, code compliance, material quality, provider performance, uninterrupted availability or recovery of money paid to another party.

4. Contractors, professionals and suppliers

Providers are intended to operate independent businesses and remain responsible for their work, qualifications, licences, tax, insurance, staff and subcontractors. Actual legal classification and agency depend on the facts and applicable law; these Terms do not override those rules. No provider may bind Trustline unless expressly authorised in writing. A vetted, checked or approved label describes the recorded checks and date shown; it is not a continuing warranty.

5. Professional services, evidence, inspections and reports

Location, time, device and file metadata may be detected and reviewed. Metadata can be missing, inaccurate or manipulated and does not prove ownership, when work was performed, or the truth of everything depicted. A visual inspection is point-in-time and does not include concealed defects, structural calculations, destructive testing or regulatory approval unless a Service Schedule expressly says otherwise.

Reports are prepared for the named client and purpose, from the stated sources, date and scope. Corrections must be requested promptly through support; a corrected report will identify that it supersedes an earlier issue. Third parties may not rely on a report unless the report expressly permits it.

6. Payments

Payment methods, fees, currency conversion, project amounts, verification, release, refunds and chargebacks are governed by the Payment Policy and transaction schedule. No use of Paystack, Wise, a bank or mobile-money channel by itself creates escrow, safeguarded custody or deposit protection. The legal role and account structure for managed-project materials and labour remain subject to final legal and payment-structure confirmation and must be stated in the applicable project agreement before funding.

7. Content, confidentiality and acceptable uploads

You retain ownership of content you provide and grant Trustline a limited licence to host, process, reproduce and share it as necessary to deliver the service, preserve records, resolve complaints and comply with law. Do not upload content you lack authority to provide, malware, unlawful or infringing material, unnecessary identity documents, or false, staged, reused or manipulated evidence. Keep other users' non-public project and commercial information confidential.

8. Public profiles, ratings and testimonials

Where a provider has agreed to publication, selected profile information may appear publicly and be indexed by search engines. Ratings and testimonials must reflect genuine experience, require the recorded publication permissions, and may be moderated for legality, privacy and relevance without changing their substantive meaning. Contact us to challenge inaccurate profile or review information.

9. Suspension, termination and complaints

We may restrict access for suspected fraud, unsafe conduct, expired qualifications, misuse, breach or legal requirement. Suspension does not erase accrued rights, payment obligations, evidence, complaint records or legally required retention. Transaction agreements govern unfinished work, handover and money already committed.

Send service, report or payment complaints to [email protected]; legal notices may be sent to [email protected]. We may communicate electronically through the platform, email, SMS or an opted-in messaging channel. An electronic acceptance or signature has effect to the extent permitted by applicable law.

10. Liability, indemnity and consumer rights

Each party remains responsible for its own breach, fraud, unlawful conduct, negligence and misuse. To the maximum extent lawfully permitted, Trustline is not liable for indirect or consequential loss and its aggregate liability for a service is limited to fees paid to Trustline for that service. That limitation does not exclude liability that cannot legally be excluded, including applicable liability for fraud, wilful misconduct, death or personal injury caused by negligence, or non-waivable consumer or data-protection rights.

You indemnify Trustline only against third-party claims caused by your material breach, unlawful content, fraud or unauthorised use. This does not make a client responsible for Trustline's own breach or negligence.

11. Ghana law and disputes

Ghana law governs, subject to mandatory rights in the place where a consumer lives. The parties should first give written notice and attempt resolution for 14 days. If unresolved, they may mediate and then use arbitration in Accra under the Alternative Dispute Resolution Act, 2010 (Act 798), where enforceable. Nothing prevents urgent court relief, a complaint to a regulator or exercise of a non-waivable consumer right.