Pandascrow Legals

Effective by June 15th, 2026

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Service Level Agreement with Pandascrow

PLEASE READ THIS AGREEMENT, INCLUDING ITS TERMS AND CONDITIONS, ALONG WITH THE PANDASCROW TERMS OF SERVICE, PRIVACY POLICY, ANTI-MONEY LAUNDERING POLICY, AND OTHER APPLICABLE POLICIES CAREFULLY BEFORE USING PANDASCROW SERVICES. THIS AGREEMENT FORMS A LEGALLY BINDING CONTRACT BETWEEN YOU ("USER", "YOU", OR "YOUR") AND PANDASCROW ("PANDASCROW", "WE", "US", OR "OUR").

BY ACCESSING OR USING PANDASCROW SERVICES, YOU AGREE TO BE BOUND BY THIS AGREEMENT.**

Please read this document carefully, print a copy sent to your email, or save it electronically for your records.

This Service Level Agreement (“Agreement”) is a legal contract between Pandascrow (together with its subsidiaries, affiliates, successors, and assigns) and You (hereinafter referred to as the “User”), as an individual or entity using Pandascrow's escrow and payment protection services. Pandascrow and User are collectively referred to as the “Parties” and individually as a “Party,” where:

Pandascrow is a technology-driven escrow service provider based in Nigeria, offering secure transaction solutions to freelancers, merchants, and businesses across various industries, including B2C and B2B markets, to protect payments and deliveries.
User desires to utilize Pandascrow's escrow services to safeguard transactions with customers or partners.
The Parties have agreed to collaborate under this Agreement to outline their mutual obligations and responsibilities.

NOW, THEREFORE, IT IS AGREED AS FOLLOWS:

1. Definitions

In this Agreement, unless the context otherwise requires:

"Account" means a registered account on the Pandascrow Platform.
"Agreement" means this Service Level Agreement, including any schedules, annexures, amendments, and updates.
"AI Services" means automated systems, machine-learning technologies, artificial intelligence tools, recommendation engines, and automated review systems utilized by Pandascrow.
"Applicable Laws" means all laws, regulations, directives, guidelines, rules, orders, and regulatory requirements applicable to either Party.
"Business Day" means any day other than Saturday, Sunday, or a public holiday in Nigeria.
"Chargeback" means a reversal, dispute, cancellation, refund, recovery, or clawback of funds initiated by a bank, card issuer, payment processor, financial institution, or customer.
"Confidential Information" means non-public information disclosed by one Party to another.
"Customer" means any individual, merchant, freelancer, contractor, buyer, seller, client, business, organization, or entity participating in transactions facilitated through the Platform.
"Dispute" means any disagreement relating to transactions, services, payments, obligations, funds, accounts, or this Agreement.
"Escrow Account" means a secure account or arrangement used for holding funds pending fulfillment of transaction conditions.
"Escrow Services" means payment protection, milestone management, dispute handling, and escrow-related services provided through the Platform.
"Fees" means any charges, commissions, processing fees, conversion fees, settlement fees, service fees, or other amounts payable to Pandascrow.
"Force Majeure Event" means any event beyond the reasonable control of a Party, including natural disasters, war, civil unrest, terrorism, governmental action, cyberattacks, telecommunications failures, banking outages, or internet disruptions.
"Marketplace Services" means services provided through PandaWork, PandaStore, and any other marketplace operated by Pandascrow.
"Payment Services" means payment collection, processing, settlement, invoicing, payment links, wallet functionality, and related services.
"Platform" means the Pandascrow website, APIs, applications, infrastructure, services, and related systems.
"Regulatory Authority" means any governmental, judicial, tax, law enforcement, financial, supervisory, or regulatory authority.
"Reserve" means funds retained by Pandascrow to mitigate actual or anticipated risks.
"User" means any person or entity accessing or using the Services.
"Wallet Services" means digital wallet functionality enabling users to receive, hold, transfer, convert, and withdraw funds.

2. Non-Exclusivity

Nothing in this Agreement shall prevent either Party from entering into similar arrangements with third parties.

Pandascrow grants the User a non-exclusive, revocable, non-transferable right to access and use the Services subject to this Agreement.

3. Data Security and Privacy

Both Parties shall implement reasonable technical and organizational safeguards to protect:

Personal information;
Transaction data;
Confidential Information;
Financial information;
Account credentials.

The Parties shall comply with all applicable data protection laws, including the Nigeria Data Protection Act (NDPA) 2023 and guidance issued by the Nigeria Data Protection Commission (NDPC).

Pandascrow's processing of personal information shall be governed by the Privacy Policy.

Users acknowledge that no electronic transmission or storage system is completely secure.

4. Term

This Agreement becomes effective immediately upon acceptance by the User.

This Agreement shall remain in force until terminated in accordance with its provisions.

Pandascrow may update this Agreement from time to time by publishing revised versions on the Platform.

Continued use of the Services constitutes acceptance of any updated version.

5. Scope of Services

Pandascrow provides technology solutions designed to facilitate secure transactions between parties.

Services may include:

Escrow Services;
Wallet Services;
Payment Services;
Multi-party escrow arrangements;
Invoice generation and collection;
PayMe payment links;
Marketplace Services;
API integrations;
Merchant solutions;
Freelancer solutions;
Currency conversion services;
Settlement services;
AI-assisted dispute resolution;
Fraud prevention systems;
Compliance and verification services.

Pandascrow acts solely as an independent technology platform and transaction facilitator.

Pandascrow does not guarantee the performance, quality, legality, suitability, delivery, or completion of transactions conducted between Users.

6. Pandascrow's Obligations

Pandascrow agrees to:

Provide access to the Platform.
Facilitate escrow and payment-related services.
Maintain commercially reasonable security measures.
Monitor transactions for fraud and abuse.
Conduct compliance reviews where necessary.
Facilitate dispute resolution procedures.
Maintain records required by law.
Comply with applicable legal and regulatory obligations.
Provide reasonable technical support.
Use commercially reasonable efforts to maintain platform availability.

Pandascrow may suspend, delay, reject, or terminate Services where reasonably necessary to protect Users, comply with Applicable Laws, or manage risk.

7. Service Availability

Pandascrow targets 99.9% monthly uptime for core transaction services.

Availability calculations exclude:

Scheduled maintenance;
Emergency maintenance;
Internet outages;
Banking network disruptions;
Payment processor outages;
Telecommunications failures;
Force Majeure Events;
Regulatory restrictions;
Third-party infrastructure failures.

Pandascrow does not guarantee uninterrupted availability.

8. Support Services

Pandascrow aims to respond to support requests as follows:

Priority	Target Response Time
Critical Incident	Within 4 Business Hours
High Priority Issue	Within 1 Business Day
Standard Request	Within 2 Business Days
General Inquiry	Within 3 Business Days

These targets are goals only and do not constitute guaranteed service levels.

9. User Obligations

The User agrees to:

Provide accurate, current, and complete information.
Maintain the security of account credentials.
Comply with all Applicable Laws.
Cooperate with investigations and compliance reviews.
Respond promptly to verification requests.
Ensure lawful use of the Platform.
Complete required identity verification procedures.
Maintain adequate records of transactions conducted through the Platform.
Promptly notify Pandascrow of any unauthorized access, fraud, or security incident.

The User shall remain solely responsible for activities conducted through their Account.

10. Identity Verification, AML and Compliance

To comply with Applicable Laws and regulatory obligations, Pandascrow may require:

Identity verification;
Business verification;
Source-of-funds verification;
Source-of-wealth verification;
Enhanced due diligence;
Sanctions screening;
Politically Exposed Person (PEP) screening;
Anti-Money Laundering (AML) reviews;
Counter-Terrorism Financing (CTF) reviews;
Ongoing compliance monitoring.

Users agree to provide any information reasonably requested by Pandascrow for compliance purposes.

Pandascrow reserves the right to:

Delay transactions;
Reject transactions;
Freeze funds;
Suspend accounts;
Restrict platform access;
Terminate accounts;
Report suspicious activities to relevant authorities.

where required by law or where compliance concerns exist.

11. Escrow Services

For escrow transactions:

Funds must be successfully deposited before escrow protection applies.
Escrow funds are held until agreed release conditions are satisfied.
Funds may be released upon milestone completion, successful delivery, mutual agreement, dispute resolution, or other agreed conditions.
Escrow protection applies only to transactions conducted through the Platform.

Pandascrow acts as a neutral facilitator and does not guarantee the performance of any User.

12. Wallet Services

Pandascrow may provide Wallet Services that allow Users to:

Receive funds;
Hold funds;
Transfer funds;
Convert currencies;
Withdraw funds;
Pay other Users.

Users acknowledge that:

Wallet balances are not bank deposits.
Wallet balances are not insured unless expressly stated otherwise.
Transaction limits may apply.
Additional verification requirements may apply.
Wallet functionality may vary by jurisdiction.

Pandascrow may temporarily restrict Wallet Services where necessary for:

Security investigations;
Fraud prevention;
Regulatory compliance;
Dispute resolution;
Risk management.

13. Payment Processing and Settlements

Pandascrow facilitates payment processing and settlements through its own systems and third-party providers.

Users authorize Pandascrow to:

Process payments;
Hold funds in escrow;
Transfer funds;
Deduct fees;
Recover chargebacks;
Recover refunds;
Apply reserves where appropriate.

Settlement times may vary based on:

Banking networks;
Payment providers;
Compliance reviews;
Fraud monitoring;
Currency conversion requirements;
Regulatory obligations.

Pandascrow shall not be liable for delays caused by third-party providers.

14. Currency Conversion Services

Where currency conversion services are available:

Exchange rates may be supplied by third-party providers.
Exchange rates may fluctuate.
Conversion fees, spreads, or margins may apply.
Rates may change between quote generation and transaction completion.

Users are responsible for reviewing applicable rates before authorizing transactions.

Pandascrow does not guarantee exchange rates or future conversion values.

15. Marketplace Services

Pandascrow may provide Marketplace Services through PandaWork, PandaStore, and other marketplace offerings.

Pandascrow:

Is not a party to agreements between Users.
Does not employ freelancers or contractors.
Does not act as a recruitment agency.
Does not manufacture, inspect, or endorse products listed by merchants.

Users remain solely responsible for:

Deliverables;
Products;
Services;
Warranties;
Taxes;
Regulatory compliance;
Contractual obligations.

16. Fraud Prevention and Risk Management

Pandascrow maintains fraud monitoring and risk management systems designed to protect Users and the Platform.

Pandascrow may:

Monitor transactions;
Analyze account activity;
Request additional documentation;
Delay settlements;
Restrict transactions;
Freeze funds;
Suspend accounts;
Report suspicious activity.

Pandascrow may take any action reasonably necessary to prevent fraud, financial crime, abuse, or regulatory violations.

17. AI-Assisted Services

Pandascrow may utilize artificial intelligence, machine learning, automation, and algorithmic systems to assist with:

Fraud detection;
Risk assessment;
Evidence analysis;
Dispute evaluation;
Compliance monitoring;
Recommendation generation.

AI-generated recommendations are advisory only.

Pandascrow may review, modify, override, or reject automated recommendations.

Users acknowledge that automated systems may not always be error-free.

18. Disputes and Resolution

Users should first attempt to resolve disputes directly.

Where resolution is not possible, Pandascrow may facilitate dispute resolution procedures.

Pandascrow may request:

Contracts;
Invoices;
Communications;
Screenshots;
Proof of delivery;
Supporting documentation.

Pandascrow may temporarily hold funds during dispute investigations.

Dispute decisions are made in good faith based on available information.

Pandascrow is not a court of law and does not provide legal advice.

19. Chargebacks, Reversals and Refunds

Users acknowledge that transactions processed through the Platform may become subject to:

Chargebacks;
Payment reversals;
Refund requests;
Regulatory recovery actions;
Banking disputes;
Payment processor investigations.

Pandascrow may recover amounts owed through:

Available wallet balances;
Escrow balances;
Future settlements;
Reserved funds;
Other lawful recovery methods.

Users remain responsible for obligations arising from fraudulent, disputed, unauthorized, or reversed transactions.

Pandascrow reserves the right to suspend withdrawals or settlements pending investigation of any chargeback or reversal.

20. Rolling Reserves and Risk Controls

Pandascrow may establish:

Rolling reserves;
Transaction holds;
Delayed settlements;
Security deposits;
Processing limits;
Additional guarantees.

Risk controls may be applied based on:

Transaction volume;
Industry category;
Historical performance;
Fraud exposure;
Chargeback exposure;
Compliance concerns;
Regulatory obligations;
Risk assessment results.

The amount, duration, and release schedule of any reserve shall be determined by Pandascrow based on ongoing risk assessment.

Pandascrow may modify reserve requirements at any time where reasonably necessary to manage risk.

21. Security Requirements

Pandascrow may require additional guarantees, deposits, reserves, documentation, or other assurances where reasonably necessary.

Following account termination, Pandascrow may retain funds for a reasonable period to address:

Chargebacks;
Refunds;
Disputes;
Investigations;
Regulatory obligations;
Outstanding liabilities.

Pandascrow may release retained funds when applicable risks have been reasonably resolved.

22. Confidentiality

Each Party agrees to protect Confidential Information received from the other Party.

Confidential Information shall:

Be used only for purposes related to this Agreement;
Be protected using reasonable safeguards;
Not be disclosed except as permitted by this Agreement.

Confidential Information may be disclosed:

With prior written consent;
To employees, contractors, advisors, auditors, and service providers with a legitimate need to know;
To Regulatory Authorities where required by law;
Pursuant to a court order or legal process.

Confidentiality obligations shall survive termination of this Agreement.

23. Intellectual Property Rights

All rights, title, and interest in the Platform, including:

Software;
Source code;
APIs;
Databases;
Trademarks;
Logos;
Content;
Documentation;
Designs;
Technology;

remain the exclusive property of Pandascrow or its licensors.

Nothing in this Agreement transfers ownership of intellectual property to the User.

Users are granted a limited, non-exclusive, revocable, non-transferable license to use the Platform solely in accordance with this Agreement.

Users shall not:

Reverse engineer;
Modify;
Reproduce;
Distribute;
Create derivative works from;
Commercially exploit;

any portion of the Platform without prior written consent.

24. Representations and Warranties

Each Party represents and warrants that:

It has authority to enter into this Agreement;
It will comply with Applicable Laws;
It possesses all necessary approvals and permissions required to perform its obligations.

The User further represents and warrants that:

Information provided to Pandascrow is accurate and complete;
Transactions conducted through the Platform are lawful;
Funds used in transactions originate from legitimate sources;
The User will not use the Platform for prohibited activities.

Except as expressly stated in this Agreement, the Services are provided on an "as is" and "as available" basis.

Pandascrow disclaims all implied warranties to the fullest extent permitted by law.

25. Indemnification

The User agrees to indemnify, defend, and hold harmless Pandascrow, its affiliates, officers, directors, employees, agents, contractors, licensors, and service providers from and against any claims, losses, damages, liabilities, costs, penalties, fines, judgments, and expenses (including reasonable legal fees) arising from:

Breach of this Agreement;
Violation of Applicable Laws;
Fraudulent conduct;
Negligent conduct;
Transactions initiated by the User;
Disputes between Users;
Infringement of intellectual property rights;
Regulatory investigations resulting from the User's conduct.

These indemnification obligations shall survive termination of this Agreement.

26. Limitation of Liability

To the maximum extent permitted by law:

Pandascrow shall not be liable for:

Indirect damages;
Consequential damages;
Incidental damages;
Special damages;
Exemplary damages;
Punitive damages;
Loss of profits;
Loss of revenue;
Loss of business opportunities;
Loss of goodwill;
Loss of data.

Pandascrow's aggregate liability arising from any claim relating to the Services shall not exceed the total fees paid by the User to Pandascrow during the six (6) months preceding the event giving rise to the claim.

Nothing in this Agreement shall exclude liability that cannot be excluded under Applicable Law.

27. Relationship Between the Parties

Nothing in this Agreement creates:

A partnership;
Joint venture;
Agency relationship;
Employment relationship;
Fiduciary relationship.

Pandascrow acts solely as an independent technology platform and transaction facilitator.

Users remain solely responsible for their relationships, agreements, products, services, obligations, and transactions with other Users.

Pandascrow does not act as an agent, trustee, employer, contractor, broker, recruiter, or representative of any User.

28. Suspension and Termination

Pandascrow may suspend, restrict, or terminate access to the Services immediately where:

The User breaches this Agreement;
Fraudulent activity is suspected;
Money laundering concerns arise;
Regulatory obligations require action;
Security concerns are identified;
Required verification is not completed;
The User engages in prohibited activities;
The User presents unacceptable legal, regulatory, financial, or reputational risk.

Pandascrow may also suspend specific services, transactions, wallets, accounts, or features while investigations are ongoing.

The User may terminate use of the Services at any time by discontinuing use of the Platform and requesting account closure.

Termination shall not affect:

Accrued rights;
Outstanding obligations;
Pending disputes;
Recovery actions;
Regulatory reporting obligations;
Indemnification obligations;
Confidentiality obligations.

29. Force Majeure

Neither Party shall be liable for any delay, interruption, or failure to perform obligations caused by events beyond its reasonable control.

Force Majeure Events include:

Natural disasters;
Floods;
Earthquakes;
Fires;
Pandemics;
Epidemics;
War;
Civil unrest;
Terrorism;
Labor disputes;
Government actions;
Regulatory restrictions;
Internet outages;
Telecommunications failures;
Cybersecurity incidents;
Banking system failures;
Third-party infrastructure outages.

Affected obligations shall be suspended for the duration of the Force Majeure Event.

The affected Party shall use reasonable efforts to mitigate the effects of the Force Majeure Event.

30. Assignment

The User may not assign, transfer, delegate, or otherwise dispose of any rights or obligations under this Agreement without the prior written consent of Pandascrow.

Pandascrow may assign, transfer, novate, delegate, or subcontract its rights and obligations under this Agreement without prior notice where permitted by Applicable Law.

This Agreement shall bind and benefit the Parties and their permitted successors and assigns.

31. Notices

Notices under this Agreement may be delivered through:

Email;
In-app notifications;
Dashboard notifications;
Website announcements;
Other electronic communication channels approved by Pandascrow.

Notices from Pandascrow shall be deemed received upon transmission.

Users are responsible for maintaining accurate and current contact information.

Official contact details for Pandascrow are:

Pandascrow

Email: support@pandascrow.io

Website: https://pandascrow.io

32. Severability

If any provision of this Agreement is found to be invalid, illegal, unenforceable, or contrary to Applicable Law, the remaining provisions shall remain valid and enforceable to the fullest extent permitted by law.

The Parties agree that any invalid provision shall be replaced with a valid provision that most closely reflects the original commercial intent.

33. Waiver

Failure by either Party to enforce any provision of this Agreement shall not constitute a waiver of that provision or any other provision.

Any waiver must be in writing and signed by the Party granting the waiver.

A waiver of one breach shall not constitute a waiver of any subsequent breach.

34. Entire Agreement

This Agreement, together with:

The Terms of Service;
Privacy Policy;
Anti-Money Laundering Policy;
Refund Policy;
Acceptable Use Policy;
Any additional policies referenced by Pandascrow;

constitutes the entire agreement between the Parties concerning the Services.

This Agreement supersedes all prior understandings, negotiations, discussions, representations, and agreements relating to the subject matter herein.

35. Amendments

Pandascrow reserves the right to modify, update, revise, or replace this Agreement at any time.

Updated versions shall become effective upon publication on the Platform unless otherwise specified.

Continued use of the Services following publication constitutes acceptance of the revised Agreement.

Where required by law, Pandascrow may provide additional notice of material changes.

36. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

The Parties agree that Nigerian law shall apply regardless of conflict-of-law principles.

37. Dispute Resolution and Arbitration

The Parties shall first attempt to resolve any dispute through good-faith negotiations.

If a dispute cannot be resolved within thirty (30) days, the dispute shall be referred to mediation.

If mediation fails, the dispute shall be finally resolved through arbitration administered by the Lagos Court of Arbitration (LCA) in Lagos, Nigeria.

The arbitration shall:

Be conducted in English;
Be conducted before a single arbitrator unless otherwise required;
Be confidential;
Result in a final and binding decision.

Nothing in this section prevents either Party from seeking urgent injunctive or equitable relief from a court of competent jurisdiction.

38. Survival

The following provisions shall survive termination or expiration of this Agreement:

Confidentiality;
Indemnification;
Limitation of Liability;
Intellectual Property Rights;
Chargebacks and Recovery Rights;
Dispute Resolution;
Governing Law;
Outstanding Payment Obligations;
Regulatory Compliance Obligations;
Any provisions intended by their nature to survive termination.

39. Contact Information

For questions regarding this Agreement, compliance matters, disputes, legal notices, or regulatory concerns, contact:

Pandascrow Legal & Compliance Team

Email: support@pandascrow.io

Website: https://pandascrow.io

40. Acceptance

By creating an Account, accessing the Platform, initiating a transaction, using any Pandascrow Service, or otherwise interacting with the Platform, the User acknowledges that they have read, understood, and agreed to be bound by this Agreement.

The User further acknowledges that this Agreement forms part of the contractual framework governing the use of Pandascrow Services.