TERMS OF USE

General Terms

FiveSok is an online platform that allows all users to efficiently buy or sell services. The regulations below will help FiveSok maintain a safe, secure and convenient marketplace for all members. FiveSok reserves the right to take action against users violating of the terms of use.

  • Sellers will only be paid when the job is completed, delivered and verified by the buyer
  • All members must follow the correct procedures for buying or selling a service
  • Posting or sending abusive, illegal, copyright protected, spam, violent or promotional material will not be tolerated, and may result to a permanent account cancellation
  • Buyers are entitled to request for job revisions in case the agreed upon specifications are not met by the seller
  • All job payments must be done through FiveSok. Any seller asking for different payment arrangements should immediately reported
  • Buyers must fully understand the seller’s job description before buying the service. It is strongly advised to initiate communication with the seller to get a better understanding of the core service offered before making a commitment
  • All sellers have the right to accept or deny any job proposals
  • The job must be completed within the job duration maximum time; otherwise the buyer will be entitled to a free cancellation
  • A job update must be sent to the buyer for assessment, before the final service is delivered
  • Up to 5 days will be allowed for a buyer to verify a product/service or file a complaint; after which the job will be marked as complete
  • The job must be fulfilled exactly as written in the job description
  • All physical delivery agreements must be agreed upon beforehand; and will be a separate arrangement outside the scope of FiveSok
  • FiveSok will charge sellers a 15% commission on every successful job
  • Sellers are strictly prohibited from posting their personal/business contact information. Communication with the buyers must be through the platform
  • FiveSok is not liable for any of the services hosted on the website and/or their outcomes. Buyers are advised to make a judgment based on the seller’s ratings, comments, and the communication with them
  • Each member is responsible for scanning all files received for potentially harmful content. FiveSok will not be responsible for any damages due to corrupted files
  • In the case of a dispute, FiveSok’s decision is final
  • FiveSok may make updates to the terms of service from time to time

Registration

All users must be registered members to enable any transactions on FiveSok. The following details will be required:

  • First name and surname
  • A username
  • An active email address
  • An accurate phone number

Buyer – Seller agreements

All buyers are advised to initiate contact with an identified seller and come to an agreement before making any commitments. The communication will help both parties understand each other’s requirements and make better informed decisions. The agreement is advised to cover the following basis:

  • A description of what the buyer wants done
  • A confirmation by the seller of what can be done
  • The milestones at which the seller should send updates for verification
  • Delivery date and method

All communication between buyers and sellers should strictly be through FiveSok.

Core Service

The core service is the main service offered by a particular seller for the stated minimum amount. To avoid any confusion, the seller must ensure that the core service is:

  • Clearly explained in at least 100 characters, absent of any slang or industry specific jargon
  • Given a maximum duration time for job delivery
  • Clearly distinguished from the job extras, which are additionally charged to the core service

To get a better understanding of the core service, buyers are advised to contact the sellers first before making any commitment. The seller is expected to deliver the job exactly as described; unless an agreement exists that states otherwise.

Communication

To maintain a secure platform for all users, communication between buyers and sellers must only be through the website.

  • Posting contact information is strictly prohibited
  • All members can easily communicate with each other through the messaging system, accessible simply by clicking ‘contact seller’
  • The messaging system allows for transfer of files, which may be used as a delivery method for virtual jobs
  • Sending corrupt files through the platform is strictly prohibited, and may lead to a permanent account termination
  • All members and visitors may contact FiveSok through the ‘contact us’ page

Exception: Users may be allowed to exchange address information in case the product/service needs a physical delivery, or the core service is non-virtual and requires the buyer/seller’s actual presence. Payment for all services must be done through the website’s secure platform, regardless of the delivery mode. This enables FiveSok to ensure that the job is actually fulfilled as it should be.

Posting Criteria

This is a simple guideline to ethical services allowed on FiveSok; any service falling outside these will not be accommodated.

  • Must not be against the law
  • Must not contain any violent, vulgar or sexual material
  • Must not have any dealing with drugs, guns or any other illegal substances and materials
  • Must not be derogatory to any gender, religion, race or any other subjective preferences
  • Must be deliverable as described and within the stated duration time

Buying a Service

Buyers must be registered and logged on to the website in order to make a purchase.

  • The buyer can scroll through the services offered by different experts from the home page. Precise services can be identified via category, location or searching the associated keywords
  • The seller should be contacted with details explaining the task at hand, after which they must confirm if it can be done
  • Any pricing modifications can be reflected by requesting for a special invoice, which can then be used to complete the payment
  • Some sellers may have extra services. These extras are there to help the buyer modify the service, and will be additionally charged if selected
  • Once an agreement is reached, payment for the service can be completed through Mpesa, Airtel Money, Credit Card or Debit Card. FiveSok will hold the money it until the job is delivered and verified by the buyer
  • Buyers should request for pdates before the final delivery is made. This will help the seller make any corrections if necessary
  • As soon as the job is complete, the seller can either send it as an attachment on the website, or arrange a physical delivery*
  • After a service is delivered, the buyer should visit their account, identify the particular job under ‘Shopping’, and then mark it as ‘complete’. This step is crucial because it alerts FiveSok that the seller has delivered and for their payment to be processed
  • Buyers are advised to rate the expert based on the quality of work delivered. This review helps other buyers make better decisions

*Please note that deliveries are a separate arrangement between the buyer and seller and must be discussed beforehand. Read through the delivery section of the terms of use for further details.

Selling a Service

Sellers must be registered and logged on to the website to enable them post any services.

  • Click ‘Post Your Service’ at the top right corner of Service Posts
  • Give the service a title, a category, and an accurate description of not less than 100 characters. The description must be as clear as possible to avoid any misunderstandings
  • Establish an appropriate price
  • Include tags that best describe the service, separated by a comma. The tags will help the buyers easily find the service when they search for associated keywords. They must be short and precise
  • Give an accurate maximum job duration time
  • Extra Services can be optionally set with accurate descriptions and prices. A maximum of 3 are allowed
  • All client proposals must be reviewed and responded to accordingly. As soon as the buyer has purchased the service, the seller will receive a notification via email and on their account. That is the green light to start working
  • Before completion, the seller should provide the client with updates, either as photos, screenshots, or reports stating the precise accomplishments. The updates allow the client to verify the work and perform any corrections if necessary. Physical jobs can be verified in person
  • Once the buyer approves job preview through the updates, the final version can then be delivered. The seller must follow up with the client to ensure that they visit their account and mark the job as ‘complete’, which then enables FiveSok process the payment, otherwise the job will be automatically marked as complete after 5 days. Please read through the delivery section of the terms of use for further details

Extra Services

Extras help the buyers to further modify their orders, and will be additionally charged. For example, a tutor offering 1 hour tuition for a particular amount can offer additional hours as service extras. The extras can be optionally offered by the sellers and also optionally selected by buyers.

  • The seller can set up each extra service and the amount chargeable while creating the job posting
  • A maximum of 4 extras are allowed per job posting
  • The extra services must be clearly described to avoid confusion
  • For each extra service, a price must also be set in the corresponding box
  • The buyer is not under any obligation to select an extra service, they are only offered to help modify the service in case the core is not sufficient
  • To select an extra service, the buyer can simply tick the buttons on the right side of the seller’s job page. Each extra is additionally charged
  • The buyer’s bill upon selecting an extra service will be an addition of the core service and the extra selected

Exclusive Featuring

Exclusively featuring a service will ensure that it has a concrete place in the home page for an extended period, from 3 days up to 2 weeks.

  • Limited to only 8 services at a time and will undergo a strict assurance process before approval
  • Fee charged will be determined by the length of time the service is featured
  • FiveSok reserves the right to deny any requests for exclusive featuring

Job Updates

Sellers are required to send updates for the buyer to verify, before delivering the final product. This will help the buyers make any corrections along the way and prevent situations whereby the final delivery is unsatisfactory. Updates can be sent as attachments on the website, and in forms such as:

  • A photo of the accomplishment, which is ideal for solid and tangible products such as artwork
  • A screenshot of the accomplishment. This can be used for virtual jobs such as graphic designs and logos
  • A status report can be used for detailed jobs such as SEO and online marketing campaigns

Physical jobs may be verified in person and don’t necessitate the above.

Job Verification

The buyer must verify that the service matches the initial agreement discussed before the job was commenced.

  • If the job sample is up to the standards agreed upon, the buyer can then send the seller a message of approval. This enables them to will proceed with the final delivery
  • If the job does not match the seller’s description and/or the initial agreement, the buyer is entitled to request for a revision. Revisions STRICTLY do not include modifications outside the initial agreement
  • The seller must ensure that the final delivery is exactly as described and as agreed upon with the buyer
  • The seller should not send the final product until their updates have been verified
  • If an update remains unverified by the delivery due date, the seller can go ahead and make the final delivery

Delivery

Job deliveries are a separate agreement between the buyer and seller, and must be agreed upon beforehand.

  • Buyers and sellers must first agree upon a delivery method before the seller begins working on the job
  • Posting contact information is strictly prohibited, however users may be allowed to exchange address information in case the product/service needs a physical delivery, or the core service is non-virtual and requires the buyer/seller’s actual presence
  • The platform allows for the transfer of attachments. This is the most convenient delivery method for virtual jobs
  • In the job description, the seller must state their ideal mode delivery. Delivery charges can be set up while posting the job
  • The buyer can opt to pick up the product from the a particular location or from the seller’s workplace
  • The seller must indicate the maximum number of days it will take for them to complete and deliver a particular service
  • Upon receipt of the final delivery, the buyer must scroll through their FiveSok account, identify the job, and then mark it as ‘delivered’. Only after this step is when FiveSok will pay the seller

Commissions

All successful transactions will incur a small charge.

  • FiveSok will charge 15% commission on every successfully completed job
  • The commission will be deducted before sending the seller's payment
  • Successful transactions are services that have been completed, verified and delivered
  • Unsuccessful transactions will not incur any commission charges. They include:
    1. Unpaid services
    2. Mutually cancelled services
    3. Refunds

Paying the Seller

After a successful delivery, FiveSok will update the seller’s account with the amount, which can be optionally withdrawn at any time.

  • The job must be marked as ‘delivered’ by the seller, which then allows the buyer to also confirm the delivery’. This alerts FiveSok of a successful delivery
  • 15% commission will be charged before the account remuneration
  • Processing a withdrawal could take up to 12 hours

Payment Merchants

FiveSok will accept the following methods of payment:

  • MPESA
  • AIRTEL MONEY
  • VISA
  • MASTERCARD

Cancellation and withdrawals

The procedure below can be used to cancel services and to make withdrawals:

  • A job cancellation may be mutually agreed upon between the buyer and seller. This can be accomplished by visiting the account, identifying the service under ‘My Purchases’ (for buyers; ‘My Sales’ for sellers), and then clicking on ‘request mutual cancellation’. The request has to be accepted by the other party to be effective
  • Both buyers and sellers can request for a mutual cancellation. The requests should be made as early as possible to prevent the seller from doing unnecessary work, or inconveniencing the buyer
  • All jobs taking longer than the job duration time given can be entirely cancelled without the need to send a request to the other party. Sellers are strongly advised to keep the buyers up to date with each job’s progress and any potential delays
  • Any refunds made because of job delays from the seller will not be charged, whereas late requests for cancellation by the buyer may be penalized
  • Refunded money will be sent to the buyer’s FiveSok account, which can then be used to purchase other services, or may be withdrawn
  • Withdrawals can be requested at any time, however may take up to 12 hours to process. Transactional costs will be applied

Disputes

In case of any job related disagreements, the affected members are advised to work things out amongst themselves before contacting FiveSok for assistance. In order to provide a fair and transparent resolution, all reported disputes will be handled in 2 stages:

  1. Buyer – Seller Negotiation

    • A report must be submitted to FiveSok within 5 days after the job was due for delivery
    • Affected users discuss amongst themselves and establish an acceptable compromise
    • Payment held in escrow will be frozen until an agreeable resolution is reached and communicated to FiveSok
    • Disputed services that fail to be successfully delivered will not incur any commission charges, however transactional costs will be applied to the withdrawal

  2. Arbitration Phase

    • FiveSok will automatically escalate any reported disputes that fail to reach an acceptable compromise by both parties after 2 weeks of negotiation
    • Disputes in this phase will be internally investigated by FiveSok and/or a third party dispute resolution specialist, and could up to 4 weeks before a final judgment is determined
    • The associated buyers and sellers will be required to provide a report of the disputed incident, along with supporting material that may be used to aid in the investigation. Such could include screenshots of conversations, the disputed product(for non-virtual services), pictures/screenshots of the service received, and anything else that might be of use during the investigation
    • The judgment and resolution determined by FiveSok and/or a third party investigator will be final, and either/both parties will be compensated accordingly
    • Any expenses incurred for the purpose of the arbitration will be equally split between the users

  3. Other Terms

    • Buyers have exactly 5 days after the seller has delivered a job to file a complaint with FiveSok, or it will automatically be marked as complete and the seller paid
    • All members have the right to file a complaint against any other members that violate the terms of use
    • When reporting a dispute, members are required to submit a report entailing the incident exactly as it happened. The actual product(if non-virtual) may be required for further investigation
    • In order to cancel a service, please check the cancellation and withdrawals policy
    • Sellers will only be paid when the job is completed and verified by the buyer. Services completed, however not verified by the buyer will be automatically marked as completed after 5 days, and the seller will be paid
    • If the service doesn’t meet the buyer-seller agreement, and/or the seller’s job description, the buyer is entitled to a revision. The revisions strictly do not include modifications outside of what was agreed upon

Physical/Non-virtual jobs

FiveSok makes it very easy for members to connect for physical services that require human interaction. These jobs may include repair work, tutoring, dog training, fitness coaching etc. Services under this category will follow the same policies as all other jobs; however the method for delivery and verification will differ since the jobs are performed in person.

  • Users may be allowed to exchange address information as the delivery is physical
  • The service must be ordered and paid for through FiveSok
  • Sellers are advised to determine their charges either by the volume of work, or by the hour. Additional hours for may be offered as extras
  • Buyers are advised to obtain as much information as possible about the buyer before actually meeting them. Valuable information can be obtained by judging the comments and ratings from other users
  • Any seller conducting themselves unprofessionally must be immediately terminated and reported to FiveSok
  • It will be the buyer’s duty to verify the work as it progresses and make corrections if necessary
  • The seller must follow up to ensure that the buyer visits the website to mark the job as ‘complete’
  • As a security precaution, all buyers are advised to only select qualified sellers with positive comments and ratings. FiveSok will not be liable for any of the jobs or outcomes

Security

All members are advised to follow these simple procedures to ensure that all interactions and services are safely performed and delivered.

  • Personal and business contacts must be kept private and not posted on any page
  • Any suspicious members or activities must immediately be reported to FiveSok
  • Payments outside the platform are forbidden. This enables FiveSok to hold the money and ensure that every job is delivered as agreed upon
  • Sufficient information must be obtained by messaging the seller beforehand. Their ratings and comments will also give a good indication of what to expect
  • Any members conducting themselves unprofessionally must be prohibited from progressing and the job cancelled
  • Physical products or services mustn’t be received from unknown or suspicious locations
  • Any delivery meetings must be at central locations such as cafés, popular landmarks or crowded areas
  • FiveSok will not liable for any of the services hosted on the website and/or their outcomes