Frequently Asked Questions

Request a service and review a quotation

Open a service listing and check the provider's profile, location, portfolio, verification badges and reviews. Select Request Service, describe the work, enter your location and preferred date/time, and add an optional budget, instructions or attachments.

The provider can respond in Truvano Chat and send a quotation showing the request reference, work description, labour, materials, additional charges, discount, total, expected completion time, expiry and terms. Review it before selecting Accept or Reject. Accepting a quotation does not start a payment.

Service requests use these statuses: Request Sent, Provider Responded, Quote Received, Quote Accepted, In Progress, Completed and Cancelled. Use the actions available in your request to update progress and instructions.

Ordinary services do not use Add to Cart, Buy Now, compulsory checkout, escrow, booking or inspection fees, milestone or stage payments, or delivery tracking. Agree the scope, total cost and any direct payment terms with the provider. Direct service payments are outside Truvano escrow.

Service pricing for providers

Choose Fixed price, Starting from, Per hour, Per day, Per session, Per project, Price after inspection or Contact for price when creating or editing a service. A fixed amount is not required for Contact for price or Price after inspection; these display their pricing label rather than ₦0.

Price after inspection means the provider quotes after assessing the work. It does not create a Truvano inspection fee. Service forms no longer require booking fees, inspection fees, milestones or stage payments. Respond to requests and issue quotations from the request details.

Product pickup and vendor-arranged delivery

At checkout, choose Pick Up from Vendor or Arrange Delivery with Vendor separately for each vendor in your cart. Read and acknowledge the delivery notice before continuing.

Truvano does not currently provide delivery services or collect a delivery fee at checkout. Agree delivery charges, timing and arrangements directly with the vendor in Truvano Chat. Only the product amount paid through Truvano is protected by Truvano escrow; delivery payments made directly to a vendor or courier may not be protected.

For pickup, choose an available vendor location and check its address and instructions. After successful payment, your private pickup code appears in your order details. Show it only to the vendor at handover. Verifying the code does not release escrow: inspect the product and separately confirm receipt and acceptance.

Verified purchase and service reviews

After the buyer confirms receipt and acceptance and the product payment release succeeds, a vendor-review prompt appears. Rate the overall experience, product quality, communication and delivery or pickup experience, with a comment and optional images. The review is marked Verified Purchase.

Choose Maybe Later to review from the completed order using Review Vendor; one in-app reminder is provided. Closing the prompt or a review error does not undo payment release. Each vendor in a multi-vendor purchase has a separate review after their payment is released. An already-reviewed order does not prompt again.

Only the customer on a Completed service request can submit its Verified Service review. Rate overall experience, service quality, communication, timeliness and value for money, with a comment, optional photos and a report-a-problem option. One review is allowed per completed request, and one purchase review per order and vendor.

Optional WhatsApp notifications

When WhatsApp notifications are available, open WhatsApp notification settings, sign in and give consent to use your saved account phone number. Supported updates cover product orders, service requests, quotations, quotation decisions and product payment releases. WhatsApp does not replace your order or request history.

You can switch WhatsApp notifications off in those settings, or reply STOP or UNSUBSCRIBE. Delivery depends on channel availability and your preferences. In-app updates and supported email or push notifications remain available; SMS marketplace notifications are not currently offered.

Open Truvano to verify a payment or take action on an order or quotation. Do not share your password, payment PIN, access codes or pickup code in response to a notification.

Explore the Discover video feed

Open Discover to watch vendor videos and explore linked products, services or shops. You can pause playback, control sound and share a video link. Open the linked listing to check its current price, description and provider details before taking action.

The mobile Discover experience also offers likes, saves and reporting. Use the controls available in your app version. Saving a video or adding a listing to your wishlist does not place an order, reserve stock or start a payment.

A video, like count or promoted placement is not a verification guarantee. Products still use product checkout; services use Request Service and quotations.

Discounts and special offers

Vendors can offer percentage or fixed-amount discounts across their store or on selected listings, with optional start and end dates. Check the original price, discounted price and any offer end date shown on the listing.

When multiple vendor discounts apply to the same listing, the discount display selects the largest applicable saving rather than adding them together. Review the actual product price and total in your cart and checkout before paying.

A service offer does not create a product purchase: confirm the agreed discount and final amount in the provider's quotation. Save & Buy has its own plan target and pricing terms; do not assume a listing discount carries into a savings plan.

Truvano Save & Buy

Where an eligible product offers Save & Buy, you can contribute towards its purchase over time. Open the product's Save & Buy option, select an available duration and review the target amount, pricing mode, suggested schedule, first contribution and any reservation fee before paying.

Fixed pricing uses the plan's locked price. Market pricing follows the product's current price, so the target and amount remaining can change. Available durations are selected from 30, 60 and 90 days; use the choices and grace period actually shown for your plan.

The initial payment includes your first contribution plus any reservation fee. The reservation fee is separate from the amount saved towards the product. Use the payment methods offered on the payment screen; further plan contributions use your Truvano wallet. A plan may require administrator approval before additional contributions are accepted.

Open My Save & Buy plans to check contributions, amount remaining, deadlines and status. Fully funding the plan is followed by a fulfilment selection to generate the product order; it does not mean the goods have already been handed over. Arrange pickup or delivery with the vendor and follow the resulting order's instructions.

Use Cancel only where the plan offers it. Cancellation or expiry does not automatically refund contributions or the reservation fee; contact support with the plan and payment references. Ordinary service requests use quotations rather than new Save & Buy plans.

Wishlists, referrals and rewards

Use your wishlist to keep listings for later and remove entries you no longer need. Recheck availability and price before buying. Your account also keeps order, wallet, service-request and notification history in their respective sections.

Affiliate links track eligible product referrals and commissions under the published program terms. Referral reward campaigns are a separate feature: open Referral Rewards to see active campaigns, your share link, qualifying referral target and reward progress.

A displayed referral reward may remain Pending until the campaign's referral and verification requirements are met. Approval and fulfilment are separate steps. A spin result or referral count is not an immediate wallet credit or proof of payout. Do not create duplicate or false accounts to qualify.

Vendors can check Rewards, Loyalty and Referrals in their dashboard for available claims, points, redemption and payout options. Eligibility, amounts and availability depend on the relevant program. Check the current requirements before participating.