To maintain quality service, Sanaa customer service protocols will be implemented in-app and on the FAQ page.
In-app
The rating system
Feedback
FAQ
Sanaa customer service is targeting the two customer types
● Artisans
● Artisans clients
Artisans
Technical issues
Artisan registration
How to register as an artisan
On the home page, click the "Find a job near you" button or go to https://sanaa.ng/join-sanaa to fill in your basic information. Then select a subscription plan, First time registration will be given a month free trial.
After online registration, please submit your police report for security verification.
I didn't receive a confirmation email, what should I do?
Sanaa sends a confirmation email within a few minutes of registration. It can happen that you will receive it a bit later in your inbox. Please check your "SPAM" folder as well. In case of an unsuccessful registration, send us an email to frontoffice@sanaa.ng
Login
How to login
Go to the artisan login https://sanaa.ng/artisan-login, enter your email and password to log in.
Forgot password
On the artisan log in page https://sanaa.ng/artisan-login, click on forgot password and enter your email.
Dashboard
DASHBOARD NOT RESPONDING
In a case when the sanaa dashboard is not responding, please check your network or refresh the web app because this may be due to network issues. If the issue persist, kindly contact us on frontoffice@sanaa.com
Verification
Police report
Uploading your police report
Artisan is to provide a copy of their police report from the nearest police station which will be scanned on the app for verification, therefore a provision for that has been made necessary via app scanner.
Is police verification necessary?
YES, police verification is very necessary.
NIN verification*
Subscriptions & Payments FAQ
How to Pay
for my subscription
How Do I Pay My Subscription? (Artisans)
On the Home page, click on Join Sanaa button or go to https://sanaa.ng/artisan-login, fill the basic information. Fill details and select subscription plan, then generate an invoice.
Make payment of your subscription plan to
Bank: Zenith
Account number: 1210835970
Kindly ensure that the invoice number being paid is stated in the description when making bank transfer payments.
NB Once you have made the payment, send the details of your payment; such as the bank account paid to, depositor's name, slip number or transfer reference number, date of payment, the amount paid and the invoice number the payment is intended for to billing@sanaa.ng.
Client
Client refuses to pay in full
For payment issues contact frontoffice@sanaa.ng
*Request a refund
Sanaa is dedicated to providing top-notch service to our customers. In the event that a customer is not satisfied with an artisan service, the customer is eligible for a refund.
If you believe you are eligible for a refund, please contact ua at frontoffice@sanaa.ng, stating your reasons within 24 hours of payment.
COVID19 Protocol
Protocol
Is there a need to observe the
COVID19 safety protocol while working?
Your safety is our top priority, therefore you are required to observe all COVID19 safety protocols while at work.
● Keep a physical distance of at least 1 metre from the artisan even when he/she does not appear to be sick.
● Wear a properly fitted mask when physical distancing is not possible.
● If you develop symptoms or test positive for COVID-19, please isolate yourself and contact us at frontoffice@sanaa.ng.
Client not observing COVID-19 protocol
Please send us an email at/span>frontoffice@sanaa.ng containing the client's details and let us know that he/she is not abiding by the covid guidelines.
What should I do if I have covid symptoms after accepting a job?
Kindly isolate yourself and reach out to us at frontoffice@sanaa.ng
Test and vaccination
Do I require covid 19 testing?
In specific cases, where a client requires the artisan to be tested for covid, the artisan should communicate with Sanaa and let us know.
( Artisans are encouraged to get vaccinated to avoid such cases)
**Should I be vaccinated?
Vaccination is not compulsory, although we strongly recommend our artisans to be vaccinated.
Working
Is there a need for PPE while
working?
Yes, you are required to wear all protective clothing while at work.
Client Behaviour
**Client asked me to do something else aside from the job I wanted to do, what should I do?
In the event that clients asks you to do something else other than your job description, please send a detailed explanation of the nature of what you were asked to do to frontoffice@sanaa.ng
Client is very rude and disrespectful to me, how do I address it?
If a client is rude and disrespectful to you, please maintain a respectful and polite approach, then send a complaint narrating the nature of how you were disrespected to frontoffice@sanaa.ng and necessary actions would be taken
What should I do if I am physically assaulted by a client?
In an event where you are physically assaulted by a client, please discontinue service and leave immediately to avoid an escalation, then send a narration of the event to frontoffice@sanaa.ng
If I feel my life is being threatened or I get a life threat in the client's house, what should I do?
In the process of your working and your life is being threatened or you notice anything that serves as a threat to your life, please discreetly leave the clients house immediately and send an event narration to frontoffice@sanaa.ng
I am being accused falsely, what should I do?
In an instance where you are falsely accused of stealing or any other crime please immediately contact the customer care line on +234 906 000 8771 for help
Clients
Technical issues
Client registration
How to register as a customer
Make a request e.g search for service, services drop down on the navigation or just click on a service under popular servicesor go to https://sanaa.ng/customer-login to fill in your basic information.
I didn't receive a confirmation e-mail, what should I do?
Sanaa sends a confirmation e-mail within a few minutes of registration. It can happen that you will receive it a bit later in your inbox. Please check your "SPAM" folder as well. In case of an unsuccessful registration, send us an e-mail to frontoffice@sanaa.ng
Login
How to login
Go to the client login https://sanaa.ng/customer-login, enter your email and password to log in.
Forgot password
On the client login page https://sanaa.ng/customer-login, click on the forgot password and enter your email.
Dashboard
DASHBOARD NOT RESPONDING
In a case when the sanaa dashboard is not responding, please check your network or refresh the web app because this may be due network issue. If the issue persist, kindly contact us on frontoffice@sanaa.com
Payments
How to pay artisan
On the dashboard, under the request service tab click Done, select payment method and enter amount and click submit.
Client refuses to pay in full
If there is a breach in the payment contract, kindly contact us at frontoffice@sanaa.ng
COVID19 Protocol
Protocol
Worker not observing COVID 19 protocol
We are sorry the artisan sent did not abide by the company covid 19 protocol. All artisans are meant to wear Personal Protective Equipment (PPE) to guard and protect the client from the covid 19 virus.
Please send us an email atfrontoffice@sanaa.ng containing the artisan's details and let us know that he/she is not abiding by the covid guidelines.
Symptoms
What should I do if a worker comes to work with COVID symptoms?
Quickly distance yourself and report to us immediately by email or phone. We will remove the artisan from the location and replace him or her immediately.
Any artisan found to have COVID symptoms should immediately be sent home and reported to Sanaa by email or phone.
Can a worker require covid testing before going for a job?
In specific cases, where a client requires the artisan to be tested for covid, the client should communicate with Sanaa and let us know by any of the provided options.
( Artisans are encouraged to get vaccinated to avoid such cases)
Will workers wear PPE'S while on a job?
Yes, the artisan will be required to wear all protective clothing while at work.
How can I protect myself?
● Keep a physical distance of at least 1 metre from the artisan even when he/she does not appear to be sick.
● Wear a properly fitted mask when physical distancing is not possible.
● If you develop symptoms or test positive for COVID-19, please isolate yourself and contact us at frontoffice@sanaa.ng.
Client Behaviour
Artisan is unprofessional
The artisan was rude or unprofessional
Artisans who work with Sanaa agree to maintain a high standard of professionalism which includes being respectful and polite at all times.
For us to understand your experience and provide you with the best support, please share your experience with us by contacting us at frontoffice@sanaa.ng
You can help us improve on artisan work safety by providing a rating for your artisan if you haven't rated your artisan.
Abuse by artisan
We are sorry to hear about this. We take allegations of any sort of abuse very seriously.
Please kindly share details of what happened below and a member of our team will reach out as soon as possible. Contact us at frontoffice@sanaa.ng
Can my artisan ask for a tip?
Tipping should be at the discretion of the client.
Artisans care about ratings and do their best to create an ideal work experience. While Sanaa does not require customers to offer artisans a tip, you are welcome to do so in cash.
I lost an item/an item is missing.
Can't contact the artisan about lost items.
The best way to contact an artisan about the missing items is to call them, but in the event that artisan cannot be contacted please contact the customer care line or send an explanatory email of the event to frontoffice@sanaa.ng
an>
I had
safety issues
Report serious incident with artisan
We are sorry for any inconvenience an artisan must have cost you.
This page is for reporting serious/severe incidents that occurred with artisansthat may havecaused you harm or serious discomfort or lossin your home or office
If you want to report this incident,please contact the customer care line or email us at frontoffice@sanaa.ng
I had a safety-related issue
This line is for reporting any critical safety incidents that must have occurred. If you require immediate emergency medical attention, please call your local authorities. Once all parties are out of harm's way and the necessary authorities have been contacted, please contact the customer care line or email us atfrontoffice@sanaa.ng to report the incident to a specialized team, who will call you back shortly.
Please this line is strictly for users who require safety-related assistance and should not be used for general queries.
I was discriminated against by my artisan
We are sorry to hear this, we take allegations of discrimination seriously.
Please share details of what happened below and a member of our team will reach out as soon as possible. Contact atfrontoffice@sanaa.ng
ARTISAN
IS BEING NOSY
Artisan not respecting your private space
We are sorry your privacy was being invaded.
Artisans who use the Sanaa platform agree to maintain a high standard of professional service. If this was not your experience, please share details with us on frontoffice@sanaa.ng and our team will get back to you shortly.
All issues and complaints should be reported in detail, send an email explaining in detail the event that transpired to frontoffice@sanaa.ng