KHIDMAT Partner Agreement

In this Agreement, the following terms shall have the meanings set out below:

• "KHIDMAT" refers to Khidmat Digital Services Ltd, the operator of the KHIDMAT platform, website (khidmat.ng), and mobile application.
• "Partner" means any approved Tour Operator, Exchange Agent, Hadaya Service Provider, Bag Wrapping Provider, Ziyarah Tour Provider, or State Pilgrim Board registered on the platform.
• "Pilgrim" means any user of the KHIDMAT application who books or purchases services through the platform.
• "Platform" refers collectively to the KHIDMAT mobile app, web portals, and all associated digital infrastructure.
• "Service Order" means any booking, request, or transaction initiated by a Pilgrim for a Partner's service through the Platform.
• "Partner Portal" means the web-based dashboard provided to Partners to manage orders, bookings, rates, and communications.
• "Commission" means the service fee payable to KHIDMAT on each completed transaction.
• "Credentials" means the login email and password issued to a Partner upon approval.

To become a KHIDMAT Partner, you must meet the following criteria:

• Be a legally registered business entity in Nigeria (CAC registration required for Tour Operators, Exchange Agents, and Service Providers).
• Hold all relevant licenses — Tour Operators must hold a valid NAHCON license; Exchange Agents must comply with CBN guidelines on foreign exchange.
• Provide accurate, complete, and verifiable information during registration.
• Have a valid Nigerian bank account in the name of the registered business.
• Be at least 18 years of age if registering as an individual service provider.

Upon approval, Partners will receive login credentials to access the Partner Portal. Credentials are personal and must not be shared with unauthorised persons.

As a KHIDMAT Partner, you agree to:

• Respond to all Service Orders within 24 hours of receipt. Failure to respond may result in automatic cancellation and penalties.
• Keep your availability, pricing, and service details up to date on the Partner Portal at all times.
• Honour all confirmed bookings and orders. Cancellations must be submitted with valid reasons at least 48 hours before the service date where possible.
• Deliver services exactly as described and advertised on the platform — including package inclusions, accommodation standards, and service quality.
• Maintain valid licenses, permits, and certifications relevant to your service category throughout the duration of your partnership.
• Promptly upload visa documents, tickets, and certificates to the platform as required for pilgrims' records.
• Treat all pilgrims with dignity, respect, and Islamic courtesy at all times.
• Notify KHIDMAT immediately of any change in business registration, licensing status, or key contact details.

KHIDMAT maintains strict quality standards to protect pilgrims. All Partners must adhere to the following:

• Tour Operators: Packages must accurately reflect accommodation star ratings, meal plans, airline details, and departure cities. Misrepresentation will result in immediate suspension.
• Exchange Agents: Rates must be clearly stated before a transaction is confirmed. No hidden fees are permitted. Cash delivery and NGN transfers must be completed within the agreed timeline.
• Hadaya Providers: Sacrifices must be performed according to Islamic guidelines. A digital certificate must be issued to the pilgrim within 48 hours of slaughter.
• Bag Wrapping Providers: Services must be conducted at the agreed airport location. Pilgrims must be informed of service hours and collection points clearly.
• Ziyarah Providers: Tour guides must be knowledgeable, licensed where required, and tours must cover all advertised sites.
• State Boards: Pilgrim data must be kept confidential and only used for legitimate Hajj administration purposes.

KHIDMAT may conduct periodic audits, review pilgrim feedback, and request documentation to verify compliance with these standards.

KHIDMAT earns a service commission on transactions processed through the platform. Commission rates are as follows:

• Tour Operators (Hajj & Umrah packages): 3% – 5% per confirmed booking, deducted before payout.
• Exchange Agents: A flat platform fee per completed exchange transaction as communicated in the portal settings.
• Hadaya Providers: 5% per completed sacrifice order.
• Bag Wrapping: 4% per completed order.
• Ziyarah Providers: 4% per completed booking.
• State Boards: No commission charged. Service is provided as a regulatory partnership.

All amounts quoted on the platform are inclusive of the KHIDMAT commission unless otherwise stated. Partners set their own base prices and KHIDMAT's commission is deducted at settlement.

KHIDMAT processes pilgrim payments and settles Partner earnings according to the following terms:

• Settlements are processed weekly every Monday for all completed and verified orders from the prior week.
• Partners must maintain accurate and up-to-date bank account details on the Partner Portal. KHIDMAT is not liable for failed transfers due to incorrect account information.
• For bookings paid by bank transfer, settlement is processed after KHIDMAT admin verifies the transfer — typically within 24–48 hours.
• For wallet payments, settlement is processed automatically upon order completion.
• KHIDMAT reserves the right to withhold settlement in cases of disputed orders, pending investigations, or suspected fraud.
• Refunds to pilgrims for cancelled or disputed orders will be deducted from Partner settlements where the cancellation or fault is on the Partner's side.

By registering as a Partner, you acknowledge and agree to the following data terms:

• Pilgrim personal data (names, passport details, phone numbers, emails) shared with you through the platform is provided solely for the purpose of fulfilling the relevant Service Order.
• You must not use pilgrim data for any purpose other than delivering the booked service — including marketing, reselling, or sharing with third parties.
• You must store any pilgrim data securely and delete it within 90 days after service completion unless required by law to retain it longer.
• KHIDMAT collects and stores Partner business data to operate the platform, process payments, and improve services. This data is handled in accordance with KHIDMAT's Privacy Policy.
• You consent to KHIDMAT displaying your company name, logo, ratings, and service offerings publicly on the platform.

All intellectual property on the KHIDMAT platform — including the name, logo, app design, and codebase — is owned exclusively by KHIDMAT Digital Services Ltd.

• Partners must not use the KHIDMAT name, logo, or branding in any external marketing without prior written approval.
• If approved to use KHIDMAT branding (e.g. "Official KHIDMAT Partner" badge), use must strictly follow KHIDMAT's brand guidelines.
• Partners retain ownership of their own logos, images, and content uploaded to the platform. By uploading, you grant KHIDMAT a non-exclusive, royalty-free licence to display this content on the platform.

The following are strictly prohibited and will result in immediate suspension or permanent ban:

• Providing false, misleading, or fabricated service information to pilgrims.
• Collecting payments from pilgrims directly and outside the KHIDMAT platform after a booking is initiated on the platform.
• Attempting to solicit pilgrims to cancel KHIDMAT bookings and rebook directly with you.
• Manipulating ratings, reviews, or transaction records.
• Operating without valid licenses while registered as a KHIDMAT Partner.
• Sharing login credentials or allowing unauthorised persons to access the Partner Portal.
• Engaging in any activity that violates Nigerian law or NAHCON regulations.
• Discrimination against pilgrims based on ethnicity, state of origin, gender, or disability.

KHIDMAT reserves the right to suspend or terminate a Partner account under the following circumstances:

• Breach of any clause in this Agreement.
• Receipt of sustained negative feedback (below 3.0 stars over 10+ reviews).
• Failure to fulfil confirmed bookings without valid justification.
• Expiry of required licenses (NAHCON, CAC, etc.) without renewal.
• Inactivity — no orders fulfilled within any 180-day period.
• At KHIDMAT's discretion for any conduct deemed harmful to pilgrims or the platform's reputation.

Upon termination, any pending settlement for verified completed orders will be processed within 14 working days. Amounts withheld due to disputes or outstanding refunds will be reconciled before final payout.

Partners may voluntarily terminate by submitting a written request to support@khidmat.ng with at least 30 days' notice. All pending orders must be fulfilled before account closure.

KHIDMAT operates as a technology platform and marketplace. We connect pilgrims with service providers but are not directly liable for the delivery of the services themselves.

• Partners are solely responsible for the quality, legality, and safety of services they provide to pilgrims.
• KHIDMAT is not liable for any loss, injury, delay, or damage suffered by a pilgrim as a result of a Partner's service failure.
• Partners agree to indemnify, defend, and hold harmless KHIDMAT, its directors, employees, and agents from any claims, damages, or expenses arising from the Partner's services, conduct, or breach of this Agreement.
• KHIDMAT's maximum liability to any Partner for any claim shall not exceed the total commission earned from that Partner in the preceding 30 days.

In the event of a dispute between a Partner and KHIDMAT:

• Step 1 — Internal Resolution: The aggrieved party must first raise the issue via email to support@khidmat.ng with full details. KHIDMAT will respond within 5 working days.
• Step 2 — Mediation: If unresolved, both parties agree to attempt mediation through a mutually agreed third party before pursuing legal action.
• Step 3 — Arbitration: Unresolved disputes shall be referred to binding arbitration under the Arbitration and Conciliation Act, Cap A18, Laws of the Federation of Nigeria 2004.

Partners agree to exhaust internal resolution before initiating any legal proceedings.

KHIDMAT reserves the right to amend this Agreement at any time. Partners will be notified of material changes via:

• Email to the registered partner email address.
• A notice banner on the Partner Portal.
• An in-app push notification.

Amendments take effect 14 days after notification unless a longer notice period is specified. Continued use of the platform after the effective date constitutes acceptance of the amended terms.

This Agreement is governed by and construed in accordance with the laws of the Federal Republic of Nigeria. The courts of Nigeria shall have exclusive jurisdiction over any disputes arising from this Agreement, subject to the arbitration provisions in Section 12.

If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.