Terms of Service

Effective 26 October 2026 · Version 2026-10

These terms are an agreement between you and Easy Dispatch Ltd. ("EasyDispatch", "we", "us"), of 4 Ajayi Street, Off Allen Avenue, Ikeja, Lagos, Nigeria. They apply when you use the EasyDispatch app, send.easydispatch.ng or any other EasyDispatch service (the "Services"). By creating an account or using the Services, you accept these terms and our Privacy Policy.

1. Your account

• You must be 18 or older and able to enter a binding contract.
• Give accurate details and keep them up to date. You're responsible for activity on your account, so keep your password and device secure, and tell us straight away if you think someone else has access.
• One person, one account. Business customers may use an account on behalf of their business, and are responsible for the people who use it.
• You can delete your account at any time in the app (Account → Delete account). See Delete your account for what happens to your data.

2. Deliveries

Booking and price

• When you enter a pickup and drop-off, we give you a quote for the route, vehicle (bike or van) and speed (standard or express). The price you confirm is the price you pay for that delivery. Quotes expire after a short time; if yours has, we get a new one before you book.
• You must describe the item honestly, make sure it fits the vehicle you chose, and pack it securely for transport.
• You may schedule a delivery between 30 minutes and 7 days ahead. Arrival times are estimates and can be affected by traffic, weather and other conditions outside our control.
• If you ask the rider to collect money from the receiver on delivery, the rider collects it on your behalf and we settle it to you as shown in the app. You're responsible for the sale itself.

Handover and proof of delivery

• Each paid delivery has a 4-digit delivery code, shown only to you in the app. Share it only with the receiver, who should give it to the rider only after receiving the package. A correct code, or a photo and reason reviewed by our team, is proof of delivery.
• Someone must be available at pickup and drop-off. Riders may photograph a package at pickup or drop-off.

Cancellation

• You can cancel free of charge until the rider arrives at pickup.
• After the rider arrives at pickup, a cancellation fee of 20% of the delivery fee applies, and is paid to the rider. The rest is refunded.
• Once the package has been picked up, you can't cancel in the app; contact support.

Failed deliveries

If a delivery can't be completed because the receiver can't be reached, refuses the package, or the address is wrong, the package is returned to the sender. The delivery fee isn't refunded, and the return trip is charged at 50% of the delivery fee.

3. Prohibited items

You must not send, list or sell:

• weapons, ammunition, or parts of them;
• illegal drugs, and prescription-only medicines;
• alcohol and tobacco products;
• counterfeit or stolen goods;
• hazardous, flammable or explosive materials;
• live animals;
• cash, gift cards and crypto vouchers;
• adult content;
• anything illegal to carry or sell in Nigeria, or too large or heavy for a bike or van.

Riders may refuse an item they reasonably believe is prohibited, unsafe or not as described. If a delivery is refused or stopped for that reason, the cancellation and return rules above apply, and we may report the matter to the authorities.

4. Payments and refunds

• You can pay by card (through Paystack), from your EasyDispatch Wallet, with both together, or, for deliveries booked in the app, in cash to the rider at pickup. Some options aren't available for every booking.
• Card payments are processed by Paystack under its own terms. We don't store your full card details.
• Refunds go to your EasyDispatch Wallet immediately by default. If you'd rather have a card payment refunded to the card, ask support; card refunds usually take 5–10 business days.
• Prices are in Nigerian naira and include any taxes we're required to charge.

5. The EasyDispatch Wallet

• Your wallet holds money owed to you: refunds, cancellation refunds, credits from us, money collected on delivery for you and, if you sell, your released marketplace sales. You can't add money to it yourself, and you can't send wallet money to other users.
• You can use your balance to pay for deliveries and marketplace orders. When you pay with your wallet and a card together, the wallet amount is reserved until the card payment succeeds and released if it doesn't.
• You can cash out your withdrawable balance to one bank account in your own name. The account name must match the name on your EasyDispatch account, and adding or changing it needs a code sent to your verified email. Cash-outs pause for 24 hours after you change the account.
• Refunds of card payments can be spent straight away but can be cashed out only after 72 hours. Goodwill credits from us can only be spent, not cashed out, and are used first.
• We don't currently charge a cash-out fee. If a transfer fails or is reversed, the money returns to your wallet.
• The wallet isn't a bank account or deposit and doesn't earn interest. We may freeze cash-outs while we investigate suspected fraud, a security concern, or a legal request; you can still spend your balance while cash-outs are frozen, unless the law requires otherwise.
• If you close your account with money in your wallet, cash it out first. Contact support if you can't.

6. Buying on the marketplace

• The marketplace lets independent sellers sell to you. The seller, not EasyDispatch, is the seller of the item and is responsible for its description, quality and legality. EasyDispatch runs the platform, handles payment and delivers every order.
• You pay for the items plus a delivery fee for each seller's shipment. Your payment is held by us until the order is delivered.
• The seller is paid 24 hours after delivery, unless you report a problem in that window. Report a problem from the order in the app if the item didn't arrive or isn't as listed.
• There are no returns for change of mind. When you report a problem, we review it and decide whether to release the payment to the seller, refund you, or split it. We reject reports that aren't supported. If a report is upheld and the item has to go back to the seller, you pay the return delivery fee.
• If a seller declines or cancels your order, or it can't be delivered for a reason that isn't yours, you're refunded automatically.

7. Selling on the marketplace

• Applying. To sell, you apply in the app with your store details and pickup address, accept these terms, verify your email and identity (BVN or NIN, with a name matching your account) and add a payout account in your name. We review every application and may approve or reject it, giving a reason if we reject it.
• Listings. You must own or have the right to sell what you list, describe it accurately (including its condition), use your own photos, keep stock and prices up to date, and follow the prohibited items list. We may remove or pause listings that break these terms. New stores may list a limited number of active items (currently 20) during their first 30 days.
• Orders. Accept or decline each order promptly, pack the item securely and mark it ready at your pickup address. We send a rider to collect it. Declining an order refunds the buyer.
• Fees and payouts. We charge a marketplace fee of 5% of the item price, deducted from what's released to you. Buyers pay the delivery fee. Your proceeds are released to your EasyDispatch Wallet 24 hours after delivery unless the buyer reports a problem, and you cash out under the wallet rules above.
• Disputes. While a dispute is open the payment stays held. You agree to our decision to release, refund or split, and to accept returned items when a dispute is upheld.
• Your obligations. You're responsible for complying with the laws that apply to your business, including consumer protection and tax.

8. Acceptable use

Don't use the Services to break the law, defraud anyone, harass or endanger riders or other users, give false information, interfere with or reverse-engineer the Services, scrape data, or create accounts by automated means. Treat riders and other users with respect.

9. Our responsibility

• We provide the Services with reasonable care and skill. If a package is lost or damaged while in a rider's care, report it to support within 24 hours of the delivery time with any evidence you have. We'll investigate and, where we or our rider are at fault, compensate you fairly, taking into account the item's proven value.
• We're not responsible for loss or damage caused by poor packing, by items that are prohibited or not as described, by events outside our reasonable control, or for indirect losses such as lost profits.
• Nothing in these terms limits any rights you have under the Federal Competition and Consumer Protection Act 2018 or other law that can't be excluded.

10. Suspension and closing

We may suspend or close an account, a store or a listing that breaks these terms, is involved in fraud, or puts riders or users at risk. Where we can, we'll tell you why and give you a chance to respond. Money in your wallet that isn't connected to fraud remains yours and can be cashed out to your verified bank account.

11. Complaints and disputes

If something goes wrong, contact us first at hello@easydispatch.ng or +234 816 281 8379, and we'll try to resolve it quickly. These terms are governed by the laws of the Federal Republic of Nigeria. If we can't resolve a dispute between us, either of us may refer it to the courts of Lagos State, without affecting your right to complain to the Federal Competition and Consumer Protection Commission.

12. General

• We may update these terms. If a change matters, we'll tell you in the app or by email before it takes effect; if you keep using the Services after that, the new terms apply.
• If any part of these terms can't be enforced, the rest still applies. If we don't enforce a term straight away, we can still enforce it later.
• You may not transfer your account or these terms to someone else.