OBIOMA Garment Damage, Loss & Dispute Policy

Report damage, loss or a workmanship problem as soon as you notice it, and in any case within 48 hours of the job being marked complete or the garment being returned to you. Late reports can still be reviewed, but they are harder to assess fairly.

Report through the job screen in the app or by emailing support@obiomaalterations.com.

• Clear photographs of the garment showing the issue.
• The job reference and a description of what happened.
• Any before photographs you have.
• Proof of value where a valuation claim is made (receipt, invoice or comparable evidence).

We acknowledge your report, gather the platform record (photographs, job status history, messages and quotes), and ask the Service Provider for their account. We assess the evidence impartially and give you a written outcome with our reasons.

Damage recorded at handover at the Meeting Point, or visible in the before photographs, is treated as pre-existing and is not attributed to the Service Provider unless the work made it materially worse.

Some outcomes are inherent risks of working on garments rather than error: fragile or aged fabric weakening, colour bleeding, shrinkage, needle marks in delicate fabrics, or visible marks where a previous stitch line is removed. Where these occur despite reasonable care and appropriate disclosure, they are not treated as Service Provider fault, though we will still look for a fair remedy where possible.

Where the evidence shows the damage resulted from a failure to use reasonable care and skill, remedies include free correction where the garment can be restored, a partial or full refund, or compensation assessed under the valuation section below.

Where work approved by the customer involved irreversible cutting, reconstruction or dyeing, we assess whether the executed work matched the approved brief and any approved revised quote, and met a reasonable professional standard. A change you approved is not treated as damage; work that departs materially from what you approved is. See the Garment Transformation & Custom Work Terms.

A garment is treated as lost if it cannot be located within 7 days of being reported missing. We will investigate the chain of custody recorded on the platform and resolve the claim under the valuation section.

Compensation is based on the fair current value of the garment, taking into account its original price where evidenced, its age and condition. Where value cannot be evidenced, we apply a reasonable market estimate. Sentimental value cannot be compensated financially, though we will do what we reasonably can to restore or replace the item.

If you disagree with our outcome you may request a review within 14 days, and a different member of our team will re-examine the case. If the matter still cannot be resolved, it may be referred to the competent courts of Lagos State or to any applicable consumer redress body.

Deliberately false claims — including fabricated damage, altered photographs or misrepresented value — may result in refusal of the claim, account suspension and, where appropriate, referral to the relevant authorities.

Upheld claims are recorded against the Service Provider's performance history. Repeated or serious failures may lead to retraining requirements, restriction of job types, suspension or removal from the platform, and OBIOMA may recover the reasonable cost of a remedy from provider earnings in a transparent and disclosed manner.

Nothing in this Policy removes or limits consumer rights that cannot lawfully be excluded under Nigerian law. Refunds arising from an upheld claim are handled under the Refund & Cancellation Policy.