Money and work stay safe.

Check who receives your payment.

Most service requests use direct pay: you pay the provider using the route shown in the offer. Kurukoo records the agreed quote and a user-declared payment status, but does not receive or hold that provider payment.

An internal escrow status is a ledger record, not segregated funds. Treat a transaction as platform-collected only when the app shows a completed, provider-verified checkout reference. PSP-backed escrow and original-rail refunds remain pilot/partial.

For direct-pay requests, any refund must come from the provider. For a verified platform-collected payment, use the refund route shown for that transaction; a Credit balance adjustment is not a cash refund.

• The 7-day pre-fulfilment and 48-hour post-completion windows are review windows for eligible NGN requests; they do not guarantee cash return for direct-pay transactions.
• A dispute may freeze an applicable internal escrow record. It cannot freeze money already paid directly to a provider.
• Do not treat a user-declared payment entry or an internal ledger state as proof that funds were received or segregated.

The check happens first.

A provider's phone, trade and area are checked before a job reaches them. The paid provider badge adds ID and address checks. A check is not a guarantee of perfect work — it is a filter, and the dispute process is there for the rest.

Where nobody near you can take the job, the page says so. Your request still counts and helps recruit the trade; we do not invent a provider to fill the gap.

What Kurukoo never asks for.

If anyone asks for any of these, stop and report it in the app or at hello@kurukoo.ng. For direct pay, use only the named provider and exact payment details shown in the offer. Kurukoo will never ask you to pay a fee to unlock a job, release a payout or speed up a refund.

• Your bank PIN, OTP, password or full card number in chat.
• An unexpected payment request outside the route shown in your offer to release a job, unlock a payout or avoid a fee.
• Your phone number or address sent directly to a provider outside the platform.
• A fee to 'verify' you, unlock a payout or speed up a refund.

A few habits that help.

• Meet in a public place for the first visit where the job allows it.
• Tell someone where you are going and when you expect to be back.
• Check the provider's name and the job details in the app before you start.
• Keep the conversation and evidence on Kurukoo, and follow the exact payment route shown in the offer. For direct pay, the named provider receives the payment; the request remains the record if something goes wrong.
• For a home visit, secure valuables and ask for the provider's ID badge where one is issued.
• Trust your instinct. If something feels wrong, stop and report it.

Not a bank, not an emergency service.

Kurukoo is not a bank, lender, insurer or investment product. It does not pay interest, guarantee returns, or hold a savings account. It can connect you to an independent ajo or esusu organiser; that arrangement is between you and the organiser.

Kurukoo can help you find a doctor, dentist, legal draftsman, tow, ambulance finder, fire or flood contact, or security patrol. It does not provide medical diagnosis, legal representation or emergency response itself. For fire, medical or police emergencies, call the emergency service directly.

Report from where you are.

A rule broken on WhatsApp, Telegram, voice or USSD is reported the same way: tell the assistant, or email hello@kurukoo.ng with the request number. The channels share one conversation record, so the report carries the same record as the web.

Ratings are part of safety too. A rating travels only as a thumbs up or down, only between a customer and a provider on a real completed job, and never includes your messages. That keeps feedback honest without exposing anyone.

Report it, and keep the evidence.

Open the request in the app and choose the dispute or report option. If you cannot get in, email hello@kurukoo.ng with the request number, what happened, and any photos or messages. Do not delete the conversation.

For a safety emergency, contact the emergency service first, then tell us. We will preserve the account and request records and cooperate with the authorities where the law requires it.