Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

KYC Policy

Know Your Customer (KYC) verification helps Servana maintain a safe, trusted marketplace and comply with Nigerian financial regulations. This policy explains when KYC is required, what documents are accepted, and how your data is protected.

1. Who Must Complete KYC

KYC verification is required for:

• Vendors — before listing products and receiving payouts
• Service providers — before accepting bookings and receiving payouts
• Delivery partners — before going online and receiving earnings
• All users — for wallet withdrawals above threshold amounts
• Business accounts — for enhanced wallet limits and vendor registration

Basic customer accounts (browse and order) may use Servana without full KYC, though some payment methods or order values may require identity verification.

2. KYC Tiers

Servana uses tiered verification levels:

• Tier 0 — Basic: Phone number and email verification. Limited wallet and transaction capabilities.
• Tier 1 — Standard: Government-issued photo ID (National ID, NIN slip, driver's license, or international passport) plus selfie verification. Standard wallet limits.
• Tier 2 — Enhanced: Tier 1 documents plus proof of address (utility bill, bank statement dated within 3 months). Higher wallet limits and withdrawal thresholds.
• Tier 3 — Business: CAC registration certificate, TIN, director's ID, business bank account, and proof of business address. Required for vendor accounts and business wallet features.

3. Accepted Documents

Identity Documents

• National Identity Card (NIN-linked)
• NIN slip (with photo)
• Driver's license
• International passport
• Voter's card (with photo)

Business Documents

• Corporate Affairs Commission (CAC) registration certificate
• Tax Identification Number (TIN) certificate
• Memorandum and Articles of Association (for companies)
• Board resolution authorizing account operation

Proof of Address

• Recent utility bill (electricity, water, waste management)
• Bank statement (dated within 3 months)
• Tenancy agreement with landlord verification

4. Verification Process

1. Navigate to Settings → Verification in the app or vendor/provider dashboard
2. Select your verification tier and document type
3. Upload clear photos of your documents (all four corners visible, no glare)
4. Complete selfie/liveness check for identity matching
5. Submit for review
6. Receive notification of approval (typically 24–72 hours) or request for resubmission

5. Document Requirements

Uploaded documents must:

• Be valid and not expired
• Be clearly legible with all text visible
• Match the name on your Servana account
• Be original documents (not photocopies of photocopies)
• Not be digitally altered or tampered with

6. Data Protection

KYC documents are:

• Encrypted at rest and in transit
• Accessible only to authorized compliance personnel
• Stored on secure servers within access-controlled environments
• Protected by screenshot prevention on KYC screens in the mobile app
• Retained per our Data Retention Policy and deleted upon account deletion (subject to legal retention requirements)

We do not share KYC documents with third parties except as required by law or with verification service providers under strict data processing agreements.

7. Re-Verification

Servana may request re-verification when:

• Documents are approaching expiration
• Suspicious activity is detected on your account
• Regulatory requirements change
• You upgrade to a higher verification tier

Failure to complete re-verification within the stated deadline may result in restricted account access.

8. Rejection & Appeals

Common reasons for KYC rejection: blurry images, expired documents, name mismatch, or suspected fraudulent documents. If rejected, you will receive a reason and may resubmit corrected documents. Appeal via compliance@servana.ng.

9. Contact

KYC support: compliance@servana.ng · Privacy: privacy@servana.ng

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Questions? Contact support@servana.ng or privacy@servana.ng.