Terms of Service

These Terms of Service ("Terms") form a legally binding agreement between you and Khedmati ("Khedmati", "we", "us", or "our") and govern your access to and use of the Khedmati website, applications, and related services (together, the "Platform"). By creating an account, browsing the Platform, publishing a service, posting a job, submitting a proposal, or placing an order, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy, which is incorporated into these Terms by reference.

If you do not agree with any part of these Terms, you must not use the Platform. If you use the Platform on behalf of a company or other legal entity, you represent that you are authorized to bind that entity, and "you" refers to that entity as well.

• Client: A user who purchases services or posts jobs on the Platform.
• Seller: A user (also called a freelancer) who offers services, submits proposals on jobs, and delivers work through the Platform.
• Service: A fixed-scope offering published by a Seller and sold through one or more packages (Basic, Standard, or Premium), each defining its own price, scope, delivery time, and number of included revisions.
• Job: A project brief posted by a Client, to which Sellers may respond with proposals describing their approach, price, and timeline.
• Order: The transaction created when a Client purchases a package or accepts a proposal, covering everything from placement until completion or cancellation.
• Escrow: Funds collected from a Client and held by the Platform until the related Order is completed, cancelled, or resolved through the dispute process.
• Balance: The amount credited to a Seller from completed Orders, available for withdrawal subject to these Terms.
• Whish Money: The third-party Lebanese payment provider through which the Platform collects payments and can pay out withdrawals.

• You must be at least 18 years old and have the legal capacity to enter into binding contracts. The Platform is not available to minors.
• You must provide accurate, current, and complete information during registration and keep your account information, including contact and payout details, up to date at all times.
• You may hold only one account. Creating additional accounts to evade restrictions, manipulate reviews, or work around a suspension is prohibited.
• You are responsible for safeguarding your credentials and for all activity that occurs under your account. Two-factor authentication (2FA) is available in your security settings, and we strongly recommend enabling it.
• Notify us immediately at support@khedmati.me if you suspect unauthorized access to your account.
• We may decline or condition a registration, and we may require verification of your identity or payout details before processing withdrawals or restoring access to a flagged account.

Khedmati is an online marketplace that connects Clients with independent Sellers in Lebanon. We provide the venue, tools, and payment infrastructure. We are not a party to the contract for services that is formed directly between a Client and a Seller when an Order is placed.

• Sellers are independent contractors. Nothing in these Terms creates an employment, agency, partnership, or joint venture relationship between any user and Khedmati.
• We do not supervise, direct, or control a Seller's work, and we do not guarantee the quality, safety, legality, or outcome of any service offered or delivered.
• We provide order management, messaging, escrow, and a dispute process to help transactions complete fairly, but responsibility for the work itself rests with the contracting parties.

Sellers publish Services with up to three package tiers (Basic, Standard, and Premium). Each package must accurately describe what is included: the scope of work, the price, the delivery time, and the number of revisions.

• Placing an order: An Order is created when a Client purchases a package or when a Client accepts a Seller's proposal on a Job. The Client must promptly submit any requirements the Seller needs; the delivery countdown may not begin until complete requirements are provided.
• Order statuses: Orders move through a defined flow: pending, in progress, delivered, revision requested, completed, cancelled, or disputed. The current status and remaining time are always visible on the order page.
• Delivery: Sellers deliver completed work through the order page. Deliveries must match the package description and any requirements agreed in writing on the Platform.
• Review and acceptance: After delivery, the Client may accept the work, request a revision, or open a dispute. If the Client takes no action within the acceptance window shown on the order page (currently three days from delivery), the Order is treated as accepted and is marked completed.
• Revisions: Each package includes a fixed number of revisions. Revision requests must fall within the original scope of the Order; new requirements or scope changes require a separate Order or a written agreement between the parties on the Platform.
• Scope changes: Work requested outside the package scope is not covered by the original Order price, and Sellers are not obligated to perform it.

• Currency: All prices on the Platform are listed and charged in US dollars (USD).
• Collection: Payments are collected through Whish Money, our payment provider. By paying through the Platform you also agree to Whish Money's own terms of use for their wallet and payment services.
• Escrow: When a Client pays for an Order, the full amount is held by the Platform in escrow. Funds are released to the Seller only when the Order is completed (through acceptance, automatic acceptance, or a dispute decision in the Seller's favor), refunded to the Client if the Order is cancelled, or allocated according to a dispute decision.
• Service fee: When an Order completes, the Platform deducts a service fee from the Order amount before crediting the Seller's Balance. Current fee rates are displayed before purchase and in the Seller's earnings dashboard. Changes to fee rates apply only to future Orders.
• No interest: Escrowed funds and Balances are not bank deposits, are not insured, and do not earn interest.
• Taxes: You are solely responsible for any taxes, duties, social contributions, or other charges that apply to amounts you pay or earn through the Platform, and for declaring those amounts to the relevant authorities.

• Methods: Sellers may withdraw their available Balance via Whish Money transfer, OMT cash pickup, or bank transfer.
• Minimum amount: Withdrawals are subject to the minimum amount displayed on the withdrawals page at the time of the request.
• Processing: Withdrawal requests are reviewed and processed by our team, typically within three to five business days. Any third-party transfer charges are shown when you request the withdrawal.
• Accurate details: You are responsible for providing accurate payout details (wallet number, recipient name, or bank account information). Funds sent to the details you supplied are considered paid, and we cannot recover transfers that fail or are misdirected because of incorrect information you provided.
• Holds: We may delay or withhold a withdrawal while we investigate suspected fraud, an open dispute, or a payment reversal, or where the law requires it. Legitimately earned funds are released once the review concludes.

• Mutual cancellation: Before an Order is completed, either party may request cancellation from the order page. If both parties agree, the Order is cancelled and the escrowed amount is refunded to the Client.
• Platform cancellation: We may cancel an Order and refund the Client where the Seller is unresponsive, the delivery is excessively late, the account involved is terminated, or the Order violates these Terms.
• Refund method: Refunds are issued through the original payment method via Whish Money or, where that is not possible, as Platform credit, as communicated at the time of the refund.
• Completed orders: Orders that have been accepted (or automatically accepted) are final and are refundable only through the dispute process or where required by law.
• Seller standing: Frequent cancellations attributable to a Seller may affect that Seller's ranking, visibility, and account standing.

We encourage Clients and Sellers to resolve disagreements directly through the order page first. Where that fails, either party may open a dispute.

• Opening a dispute: A dispute may be opened from the order page on an active or recently delivered Order. The Order is then placed in disputed status and any pending release of funds is frozen.
• Evidence: Both parties may submit written statements and supporting files. The order history, deliveries, and messages exchanged on the Platform form part of the record. Each party has three calendar days from the opening of the dispute to submit evidence, unless we extend the window.
• Decision: Platform staff review the record and decide the outcome, which may be a full refund to the Client, a full release to the Seller, or a partial allocation between them. We aim to issue decisions within seven business days after the evidence window closes.
• Finality: Dispute decisions are final and binding within the Platform. They do not limit any mandatory rights you may have under applicable law.
• Abuse: Opening disputes in bad faith, fabricating evidence, or using the dispute process to pressure the other party may result in account suspension.

You agree not to engage in any of the following on or through the Platform:

• Offering, requesting, or delivering illegal services or content, or services that require a professional license you do not hold.
• Fraud or misrepresentation of any kind, including fake deliveries, false identities, or misleading listings.
• Circumventing the Platform's payment system: soliciting, sharing, or accepting off-platform payment or contact details in order to avoid fees or escrow protections.
• Harassment, threats, hate speech, or abusive behavior toward other users or Platform staff.
• Infringing the intellectual property, privacy, or other rights of any third party.
• Manipulating reviews, ratings, search results, or order statistics, including through fake accounts or coordinated activity.
• Creating multiple accounts, or new accounts after a suspension, without our written approval.
• Uploading malware, scraping the Platform, probing or disrupting its security, or reverse engineering any part of it.
• Using the Platform to harvest or misuse other users' personal data.

Violations may result in content removal, withholding of funds connected to the violation, suspension, or permanent termination, and we may report unlawful activity to the competent authorities.

• Delivered work: Unless the Service listing or a written agreement made on the Platform states otherwise, ownership of the intellectual property in delivered work transfers to the Client when the Order is completed and paid in full. Until then, the work remains the property of the Seller.
• Warranties: Sellers warrant that their deliveries are original or properly licensed and do not infringe third-party rights. Clients give the same warranty for any materials they provide to Sellers for use in the work.
• Portfolio rights: Unless the Client purchases exclusive rights or requests otherwise in writing, Sellers may display delivered work in their Platform portfolio as a sample of their services.
• License to the Platform: You grant Khedmati a non-exclusive, worldwide, royalty-free license to host, display, and reasonably promote the content you publish on the Platform (listings, portfolio items, profile content, and reviews) for the purpose of operating and marketing the Platform.
• Platform property: The Khedmati name, logo, design, and software are the property of Khedmati and may not be copied or used without our prior written permission.

• Reviews: After an Order is completed, the Client may leave a rating and a written review. Reviews must reflect a genuine experience with that Order.
• Integrity: Buying, selling, exchanging, or coercing reviews is prohibited. Sellers may not condition delivery, revisions, or refunds on receiving a positive review.
• Reporting: Listings, profiles, reviews, and conversations can be reported from within the Platform. We review reports and may remove content, issue warnings, or restrict accounts.
• Moderation: We do not pre-screen user content, but we reserve the right to remove or restrict any content that violates these Terms or that we reasonably consider harmful to users or to the Platform.

• By us: We may warn you, limit features, suspend your account, or permanently terminate it if you breach these Terms, engage in fraudulent or unlawful activity, create risk or legal exposure for other users or the Platform, or where the law requires it.
• Effects: Upon suspension or termination, your listings are unpublished and pending Orders may be cancelled and refunded. Funds legitimately earned before termination are paid out after a final review, less any refunds or amounts connected to the violation.
• By you: You may close your account at any time once your active Orders are completed or cancelled. Certain records are retained after closure as described in our Privacy Policy.

• The Platform is provided on an "as is" and "as available" basis, without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.
• We do not warrant that the Platform will be uninterrupted, error-free, or secure, or that any service listed on it will meet your expectations.
• Third-party services used for payments and payouts (including Whish Money, OMT, and banks) operate under their own terms. We are not responsible for their availability, errors, or delays.
• To the maximum extent permitted by law, Khedmati is not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, or goodwill.
• Our total aggregate liability for any claim arising from or related to the Platform is limited to the service fees you paid to Khedmati in the twelve months preceding the event giving rise to the claim.
• Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

We may amend these Terms from time to time as the Platform evolves. For material changes, we will give reasonable advance notice (normally at least 14 days) by email or in-app notice before the new Terms take effect, except where a change is required by law or addresses an urgent security need and must apply sooner. The "Last updated" date at the top of this page always reflects the current version. Your continued use of the Platform after a change takes effect constitutes acceptance of the revised Terms. If you do not agree to a change, stop using the Platform and close your account before the change becomes effective.

• Governing law: These Terms, and any dispute arising out of them or out of your use of the Platform, are governed by the laws of the Republic of Lebanon.
• Jurisdiction: The courts of Beirut, Lebanon have exclusive jurisdiction over such disputes, without prejudice to any mandatory consumer protections that grant you a different forum.
• Severability: If any provision of these Terms is held unenforceable, the remaining provisions remain in full force and effect.
• Assignment: You may not transfer your rights or obligations under these Terms. We may assign ours in connection with a merger, acquisition, or sale of assets, with notice to you.
• Contact: Questions about these Terms can be sent to legal@khedmati.me or submitted through our Contact page.