Building Trust in Angola's Service Marketplace

Kandandu's robust framework ensures quality, security, and peace of mind for every customer and provider.

Our Comprehensive Protection Framework

Kandandu is more than just a marketplace; it's a commitment to a secure and reliable service experience. Our framework integrates advanced underwriting, multi-layered protection, and a transparent claims process, all designed for Angola's unique market.

Underwriting Excellence

Rigorous vetting of providers and smart booking eligibility rules to minimize risks from the start.

Layered Protection

Internal guarantees, premium subscriber benefits, and formal insurance options for ultimate peace of mind.

Transparent Claims

A clear, efficient, and fair process for reporting and resolving issues, backed by strong evidence protocols.

Category Risk Matrix

Understanding and classifying service categories by inherent risk helps us tailor verification, protection, and operational oversight effectively.

Risk Classification & Controls

We categorize services based on potential for physical harm, property damage, financial loss, and trust dependency. This informs our approach to provider vetting and booking supervision.

Low Risk: e.g., Translators, Digital Marketing (less direct physical interaction, lower damage potential).
Medium Risk: e.g., Cleaners, Couriers, Caterers (moderate interaction, potential for minor damage/loss).
High Risk: e.g., Mechanics, Plumbers, Carpenters, Beauty Services (direct physical interaction, high damage/safety potential, specialized skills).
Sensitive Risk: Categories requiring background checks or specific licensing (e.g., child care, certain medical-related services if applicable).

Eligibility Rules: Ensuring Quality & Trust

Our stringent eligibility criteria for both providers and bookings are the bedrock of Kandandu's reliability, safeguarding all platform users.

Provider Acceptance Standards

Basic Verification: ID verification, active phone number, valid Angolan address.
Skill Assessment: Portfolio review, trade test (for high-skill categories), client references.
Reputation Check: Social media scan, local community checks (Street Warriors assist).
Background Checks: Mandatory for sensitive categories (child care, personal care) via local authorities (where feasible).
Field Onboarding: Street Warriors and Professional Verifiers conduct in-person visits and training for informal providers.

Booking Eligibility Rules

To ensure eligibility for protection, bookings must meet specific conditions.

Platform Booking: Service must be booked and paid for entirely through the Kandandu platform.
Service Scope: Service must match the agreed scope and category.
Timing: Claims must be filed within a specific timeframe (e.g., 48 hours post-service completion).
Proof of Work: Photo/video evidence of service before, during, and after completion (where applicable).
Fiscalizador Supervision: For high-risk or premium services, a Fiscalizador's presence ensures compliance and oversight.

Layered Protection Structure

Kandandu offers multiple layers of protection, from basic platform guarantees to comprehensive insurer-backed policies, providing peace of mind for every user.

Kandandu Basic Guarantee

Covers basic service non-delivery, significant misrepresentation, and payment protection for all platform users.

Premium Subscriber Protection

Enhanced coverage for damages, extended claims window, priority support, and higher liability limits for 999 Kz/month.

Insurer-Backed Products

Formal, optional insurance (e.g., property damage, professional liability) offered through local Angolan partners for high-value services.

Exclusions & Limitations

To maintain fairness and sustainability, certain situations are excluded from Kandandu's protection framework.

Off-Platform Transactions

Services booked or paid outside Kandandu are not covered.

Pre-existing Damage

Damage existing before the service, or damage unrelated to the service provided.

Customer Misconduct

Issues arising from customer fraud, negligence, or breach of terms.

Force Majeure

Events beyond reasonable control (e.g., natural disasters, civil unrest).

Evidence Requirements & Anti-Fraud Controls

Robust evidence protocols and multi-faceted anti-fraud measures are crucial for fair and efficient claims processing and platform integrity.

Evidence Protocols

Photo/Video Proof: Before & after service, proof of damage, proof of delivery.
Transaction Records: Platform payment receipts and service details.
Communication Logs: In-app chat history between customer and provider.
Fiscalizador Reports: Independent assessments for supervised services.
Timestamps & Geolocation: Automatically recorded for service start/end, and proof uploads.

Anti-Fraud Controls

AI Anomaly Detection: flagging unusual booking patterns, review manipulation, or claims behavior.
Fiscalizador Oversight: Direct supervision in high-risk scenarios and random checks.
Identity Verification: Continuous monitoring and re-verification for suspicious accounts.
Clear Sanctions: Immediate suspension and legal action for confirmed fraudulent activity.
Secure Payment Gateway: Protecting financial transactions from manipulation.

Claims Workflow: From Report to Resolution

Our streamlined claims process ensures fairness, transparency, and timely resolution for all parties involved.

1. Claim Submission

Customer reports an issue via the app, providing details, photos, and relevant evidence within the eligible timeframe.

2. Initial Review & Triage

Kandandu support team reviews the claim for completeness and basic eligibility. Automated systems may flag high-priority or suspicious claims.

3. Investigation & Evidence Gathering

Both customer and provider are asked to submit further evidence. Fiscalizadores or Professional Verifiers may be dispatched for on-site assessment if necessary.

4. Mediation & Negotiation

Kandandu facilitates communication between parties to reach an amicable solution. If unresolved, Kandandu makes a binding decision.

5. Resolution & Payout

Based on evidence and policy, Kandandu determines the resolution (e.g., partial/full refund, re-service, compensation) and processes payout from internal funds or initiates insurance claim.

6. Feedback & Improvement

Post-resolution, both parties can provide feedback, and the case is analyzed for insights to improve the platform and prevent future issues.

Fair Pricing & Enhanced Protection

Our transparent transaction fees and value-packed premium subscription fuel our commitment to quality and comprehensive protection.

Transaction Fee

5% / completed service

Basic Platform Access
Provider Matching & Booking
Secure Digital Payments
Basic Kandandu Guarantee
Customer Support

Learn More

Premium Subscription

999 Kz / month

First Month FREE!

All Basic Features
Enhanced Damage Protection
Extended Claims Window
Priority Customer Support
Higher Liability Limits
Exclusive Discounts

Get Premium

Adaptation for Angola's Market Reality

Our framework is meticulously designed with Angola's unique informal economy, fraud risks, and operational constraints in mind, ensuring scalable simplicity and effective protection.

Informality & Onboarding

Leveraging Street Warriors for in-person provider onboarding and verification addresses the challenges of informal labor and limited digital literacy.

Fraud Risk Mitigation

Robust evidence requirements, real-time data analysis, and Fiscalizador presence combat common fraud vectors like false claims and off-platform transactions.

Operational Constraints

Prioritizing mobile-first solutions, offline capabilities (where feasible), and streamlined communication channels for efficient operations in varying infrastructure conditions.

Scalable Simplicity

Starting with internal protections, clear policies, and a phased rollout allows for organic growth and incremental integration of formal insurance as the market matures.

Trust & Cultural Nuances

Building trust through transparent processes, local presence, and accessible support is paramount in a market where personal relationships often outweigh formal contracts.

Phased Rollout & Insurer Partnerships

A strategic implementation plan ensures controlled growth, while clear distinctions between internal and external protection lay the groundwork for future collaborations.

Phased Rollout Plan

Phase 1: Pilot & Internal Protection (Luanda): Focus on core categories, basic verification, and Kandandu's internal guarantee. Intensive Street Warrior and Fiscalizador training.
Phase 2: Expansion & Premium Launch: Expand to more categories/areas. Introduce premium subscription with enhanced internal protection. Refine anti-fraud.
Phase 3: Formal Insurer Integration: Partner with local Angolan insurers to offer optional, formal insurance products for high-value services and specific risks.
Phase 4: National Scaling & Diversification: Broaden service offerings, expand nationwide, and explore new protection products.

Internal Protection vs. Insurer-Backed Products

Internal Platform Protection:
Kandandu's direct commitment, funded by transaction fees and premium subscriptions. Covers operational risks, service quality guarantees, and basic damage protection, managed directly by our claims team.
Formal Insurer-Backed Products:
Optional, third-party insurance policies offered by licensed Angolan insurers. Covers specific perils like significant property damage, professional negligence, or bodily injury. These are external financial products with their own terms and claims processes, facilitated by Kandandu.