EketSupply

Payment Policy

Last updated: 1 March 2026

How Payments Work

EketSupply uses a secure payment protection system to ensure both customers and artisans are protected in every transaction. When you book a service, your payment is processed securely and held until the job is confirmed complete. Funds are released to the artisan only after you confirm satisfactory completion.

Payment Methods

We accept the following payment methods:

  • Debit/Credit cards (Visa, Mastercard, Verve)
  • Bank transfers
  • USSD banking
  • Mobile money (where available)

All payments are processed through Paystack, a PCI-DSS compliant payment gateway. Your card details are never stored on our servers.

Payment Protection

Our payment protection system works as follows:

  1. Customer pays for the service at the time of booking.
  2. Funds are securely held by EketSupply during the job.
  3. The artisan completes the job and marks it as done.
  4. The customer confirms satisfactory completion.
  5. Funds are released to the artisan within 24 hours.

Platform Fees

EketSupply charges a platform fee on each completed transaction. The fee varies based on the artisan's subscription plan (5–10%). This fee is deducted from the artisan's payout, not charged additionally to the customer.

Dispute Resolution

EketSupply is committed to fair and transparent resolution of payment disputes between customers and artisans. If you are not satisfied with a completed job or a payment outcome, please follow the process below.

Step 1 — Contact the Artisan

First, attempt to resolve the issue directly with the artisan. Many disputes are resolved quickly through direct communication. You can message the artisan through the EketSupply app or platform.

Step 2 — Raise a Formal Dispute

If the issue is not resolved within 24 hours, raise a formal dispute through the EketSupply platform:

Disputes must be raised within 48 hours of the job being marked as complete. After this window, funds are released to the artisan and disputes may not be eligible for a refund.

Step 3 — Investigation

Our support team will review the dispute within 3 business days. We may request:

  • Photos or videos of the completed (or incomplete) work
  • Chat messages between customer and artisan
  • Any written agreements or quotes

Both parties will have the opportunity to present their case. EketSupply's decision is final and binding.

Step 4 — Resolution

Possible outcomes include:

  • Full refund to the customer if the artisan failed to deliver the agreed service
  • Partial refund if the service was partially completed
  • Full release of funds to the artisan if the dispute is found to be unsubstantiated
  • Rework — the artisan may be required to redo the job at no additional cost

Chargebacks

If you initiate a chargeback with your bank without first going through EketSupply's dispute process, your account may be suspended. We encourage all customers to use our internal dispute process first, as it is faster and more likely to result in a satisfactory outcome.

Escalation

If you are not satisfied with EketSupply's dispute resolution outcome, you may escalate to Paystack's dispute team at paystack.com/contact or contact the Consumer Protection Council of Nigeria (CPC) at cpc.gov.ng.

Artisan Payouts

Artisans receive payouts to their registered Nigerian bank account. Payouts are processed within 24 hours of job confirmation. Artisans can view their earnings and payout history in the artisan dashboard.

Contact

For payment-related enquiries, contact us at payments@eketsupply.com or call +234 818 344 9984.