Home / Community guidelines
How we treat each other.
Tuse works because a stranger can be trusted in your home, and because an artisan can trust that the money is real. These are the expectations that hold both halves up.
These guidelines apply to everyone on Tuse — customers and artisans, on both apps. They sit alongside the terms you accept when you create an account.
For everyone
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Be honest about the work
Customers: describe the job as it really is, including the parts that make it harder. Artisans: only list trades you can actually do. Most disputes on any platform start as a small untruth at the beginning.
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Keep it in the app
Book, agree the price, message and pay through Tuse. Taking a job off-platform strips away escrow, the record, and any protection if it goes wrong — for both sides. Pressuring someone to pay in cash is a serious breach.
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Turn up, or say you can't
People plan their day around a booking. If something changes, cancel in the app as early as you can. Silent no-shows are the fastest way off the platform.
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Treat the other person with respect
No abuse, no harassment, no threats, no discrimination on the grounds of ethnicity, religion, gender, disability or where somebody is from. This applies in messages, on the phone and at the door.
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Respect privacy
Artisans see inside people's homes and businesses. Customers see an artisan's name and record. Neither is material to share, publish or use for anything other than the job.
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Ratings must be earned, not arranged
Do not ask for a rating in exchange for a discount, and do not threaten a bad rating to force one. Ratings only come from paid, completed jobs, and we act on attempts to manipulate them.
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One person, one identity
The account must belong to the person using it. Do not let someone else work under your profile, and do not send a different person to a job. Customers are told to refuse entry to anyone who does not match the profile.
For artisans
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Quote fairly and hold to it
The price agreed in the app is the price. If the job genuinely turns out to be bigger, raise a revised price in the app with a reason and wait for approval. Never start extra work and present the bill afterwards.
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Work safely and leave it safe
Use the right tools and materials, follow safe practice for your trade, and do not leave a job in a state that could hurt somebody — exposed wiring, an unsealed pipe, a loose fitting.
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Respect the home you are in
Only enter the areas relevant to the job. Ask before moving belongings. Clear up after yourself. Do not take photographs of someone's home beyond what is needed to record the work.
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Do not poach the customer
Asking a customer to book you directly next time so both of you can "avoid the app" removes their escrow protection and your own record of the work. It is grounds for removal.
For customers
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Give access and information
Make sure someone can let the artisan in at the agreed time, and that they can reach the work — water off, meter accessible, gate open. Wasted call-outs cost the artisan a day's earning.
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Pay for work that was done
If the job is complete, release it. Withholding payment for finished work, or claiming a job never happened, is fraud against a real, identifiable person.
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Keep the scope to what was booked
If you want more doing while they are there, add it in the app so it is quoted, covered and paid for. "While you're here, just quickly…" is how artisans end up working for free.
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Rate honestly
An artisan's livelihood moves with their rating. Rate the work you received, not your mood, the weather or the traffic they sat in.
What is never allowed
Some things end an account immediately, on either app:
- Violence, threats of violence, or any sexual harassment or assault
- Theft, or damaging property deliberately
- Using someone else's identity, or sending an unverified person in your place
- Fraud, including manufactured disputes and fake bookings
- Bringing a weapon to a job
- Working while impaired by alcohol or drugs
- Any conduct towards a child that would alarm a reasonable parent
How we enforce this
Reports go to the trust and safety team. What happens next depends on what occurred:
- A warning, where something was careless rather than deliberate
- Suspension while a report is investigated, so the account cannot take new jobs
- Removal from the platform, permanently, for serious or repeated breaches
- Referral to the police, where a crime may have been committed
Because every artisan is identity-verified with an address and a bank account in their own name, removal from Tuse is not something that can be shrugged off and re-registered around. That is deliberate.
If you are told your account has been suspended or removed and you believe it was wrong, reply to the message you received, or write to info@tuse.ng. Appeals are read by someone who was not involved in the original decision.
Reporting something
Use the report option on the booking in the app, or write to info@tuse.ng. Reports are not shared with the person you are reporting.
If you or anyone else is in immediate danger, call the Nigeria Police on 112 or 199 first, then tell us so we can act on the account and preserve the record.