Terms of service

Urbanovex Solutions Ltd (“Urbanovex”, “we”) provides facilities services in Ghana — including waste collection, cleaning, grounds keeping and related services — booked through our mobile app, our business portal, or directly with our team. These terms govern your use of those services and platforms.

A booking is confirmed when you accept the quoted price and receive a confirmation in the app or by message. The price shown at confirmation is the price you pay; changes of scope discovered on site are agreed with you before any extra work is done.

Slots are subject to live operator availability. If we have to reschedule, we will offer you the nearest equivalent slot or a full refund of any prepayment.

Every visit runs against a service checklist. At the end of the visit you (or your representative) review the work and sign on the operator’s device. The signed checklist is our record of what was delivered and is attached to your receipt or invoice. If you are not satisfied with an item, mark it during sign-off — we will remediate or credit it under section 6.

You may pay by mobile money, card or cash. Card and mobile money payments are processed by Paystack; we do not store your card details. Plans are invoiced monthly; where you have opted in to saved-card auto-charge, the monthly invoice is charged to your saved card until you cancel the authorisation.

Plans have no minimum term. You may pause or cancel a plan at any time from the app or by contacting us; visits already delivered in the current billing period remain payable, and any prepaid, undelivered visits are refunded or credited.

If work does not meet the agreed checklist, report it within 48 hours of the visit. We will return to remediate at no cost, or credit the affected items — our choice will always be discussed with you first. Green credits issued for verified waste segregation are a goodwill programme, redeemable against future bookings under the conditions shown in the app, and have no cash value.

You are responsible for giving our operators safe access to the premises at the booked time. Operators may decline work that is unsafe or materially different from what was booked; where that happens we will contact you before proceeding or cancelling.

We carry insurance for our operations and take responsibility for damage directly caused by our operators’ negligence, up to the limits of that cover. We are not liable for pre-existing damage, normal wear, or losses not reasonably foreseeable. Nothing in these terms excludes liability that cannot be excluded under Ghanaian law.

Organisations using the business portal are additionally bound by their service agreement, which prevails over these terms where the two differ. Portal roles, approvals and budgets are controls configured by your organisation — we act on the instructions those controls produce.

We may update these terms; material changes will be notified in the app or by email before they take effect. Questions go to hello@urbanovex.com. See also our privacy policy.