Service Level & Infraction Policy

This Policy establishes enforceable service level expectations for Agents operating on the BeeSeek platform and defines the automated and manual enforcement mechanisms for violations. This policy is modelled after industry-standard practices used by leading service marketplaces and adapted for the Nigerian service context.

1. SERVICE LEVEL EXPECTATIONS

Timeliness: Agents must progress through job steps in a timely manner. Once a Client has paid for a service request, the Agent is contractually committed to performing the work at the agreed date and time.

No-Show Policy: An Agent is considered a “no-show” when the scheduled start time has passed by 2 or more hours and the Agent’s job step remains at “All Set” (no progress updates made).

Transit Expectations: Once an Agent marks “On The Way,” they are expected to arrive within a reasonable timeframe. If the job remains in transit for 3 or more hours without arrival confirmation, the system will flag the job.

Work Completion: Once started, jobs are expected to be marked as “Finished” within a reasonable timeframe. Jobs in progress for 12 or more hours will trigger a duration alert.

Communication: Agents are expected to communicate delays, emergencies, or issues proactively through the in-app chat.

2. AUTOMATED DETECTION

BeeSeek operates a Stale Job Watchdog, an automated system that runs every 30 minutes to monitor job progress:

• No-Show Detection: Agent hasn’t moved from “All Set” 2+ hours after scheduled start → Auto-escalation + infraction recorded.
• Stale Transit Detection: Agent has been “On The Way” for 3+ hours → Auto-escalation + both parties notified.
• Extended Work Alert: Job has been “Started” for 12+ hours → Duration alerts sent (no auto-cancel, as some jobs genuinely take longer).

Upon detection, the system automatically sends push notifications and emails to both parties, updates the job status in real-time, and logs the event for administrative review.

3. INFRACTION CATEGORIES

• NO_SHOW (High): Agent failed to appear for a confirmed, paid job.
• AGENT_CANCEL (Medium): Agent cancelled a confirmed job.
• STALE_TRANSIT (High): Agent marked “On The Way” but never arrived.
• ADMIN_CANCEL (High): Admin cancelled the job due to agent fault.
• UNPROFESSIONAL (Variable): Reported unprofessional conduct during a job.

4. ESCALATING ENFORCEMENT

Enforcement actions escalate based on the total number of infractions accumulated by an Agent over their account lifetime:

• 1st–2nd offence: Warning notification via push and email.
• 3rd offence: 72-hour wallet withdrawal freeze.
• 4th offence: 72-hour wallet freeze + mandatory support call.
• 5th offence: 7-day full account suspension.
• 6th+ offence: Permanent account review and potential termination.

A wallet freeze prevents withdrawals but does not affect receiving payments from active jobs. An account suspension prevents accepting new requests and appearing in search results.

5. ADMIN FORCE-CANCEL

Administrators can force-cancel any active or escalated job with full financial reversal. When marked as an Agent infraction:

• Workmanship: 100% refunded to Client.
• Transport Fare: Retained by Agent (non-refundable).
• Materials: Refunded if not purchased; retained by Agent if purchased.
• Service Fee (₦200): Refunded to Client. Platform absorbs the cost.
• Agent Commission (5%): Reversed. Platform does not profit.

6. AGENT PROTECTIONS

Emergency Appeals: Agents who miss jobs due to genuine emergencies may appeal infractions through the support system. Successful appeals result in removal from the Agent’s record.

Conservative Thresholds: The detection thresholds (2h no-show, 3h transit, 12h work) are deliberately generous to account for traffic, distance, and complex jobs. The watchdog runs every 30 minutes, not in real-time, to avoid premature escalation.

Notification Before Enforcement: Agents always receive push and email notifications before any enforcement action is applied.

7. CLIENT PROTECTIONS

Clients are immediately notified when a no-show or transit delay is detected, when an admin intervenes, or when the agent updates their status. Clients may also proactively open support tickets at any time.

8. LISTING FLAGGING SYSTEM

BeeSeek operates a manual listing flagging system that allows administrators to flag individual service listings that violate platform policies, contain misleading information, or have been the subject of user complaints.

Escalating Consequences:

• 1st flag: Warning — Agent receives an email and in-app notification about the issue. The listing remains active.
• 2nd flag: Listing Deactivated — The listing is hidden from search results. Agent is warned that a third flag will result in account suspension.
• 3rd+ flag: Account Suspension — The listing is deactivated and the agent’s account is suspended for 7 days. The agent cannot accept new jobs or appear in search results during the suspension period.

For every flag, the agent receives an email, an in-app push notification, and an internal notification with the flag reason. Agents who believe a flag was issued in error may contact support.

9. ERRAND MATCHING EXPANSION

Errand matching uses adaptive radius expansion to balance response speed with location relevance:

• Normal errands: Start at 3km, expand by 2km every 2 minutes, max 12km.
• Emergency errands: Start at 4km, expand by 3km every 1 minute, max 12km.
• Pause on responses: If at least one offer exists, expansion pauses for that request.

10. RELATED POLICIES

This Policy works in conjunction with the Cancellation & Refund Policy, Dispute Resolution Policy, Community Guidelines, and Dual Account Policy.

11. CONTACT

For infraction-related inquiries, appeals, or support:

• Email: support@beeseek.site
• In-App: Support Hub → Create Ticket