Terms of Service

The “Platform” (the New Errand and Logistics website, web application, and related services) is owned and operated by New Errand Company and Store, a business registered in Nigeria and trading as “New Errand and Logistics” (“New Errand,” “we,” “us,” or “our”), headquartered in Ibadan, Oyo State, Nigeria.

By creating an account, placing an order, or applying as a dispatch rider on the Platform, you (“you,” the “User,” a “Client,” or a “Rider”) agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you must not use the Platform. Riders are additionally bound by our Rider Terms & Conditions, which apply alongside these Terms.

• “Client” means any person who registers an account to request Goods Delivery or Errand services through the Platform.
• “Rider” means any person approved by us to accept, carry out, and complete dispatch jobs on the Platform.
• “Order” means any Goods Delivery or Errand request placed by a Client through the Platform.
• “Goods Delivery” means the point-to-point transport of a parcel or item between a pickup and drop-off address within Ibadan.
• “Errand” means a market, supermarket, multi-market, or multi-supermarket shopping or pickup task carried out on a Client’s behalf, which may be fulfilled by an available Rider or directly by our dispatch team.
• “Wallet” means the in-app prepaid balance a Client funds via Paystack to pay for Orders, and that a Rider accrues earnings against before payout.

You must be at least 18 years old and capable of forming a binding contract under Nigerian law to use the Platform. You agree to provide accurate, current, and complete information when registering, and to keep your account information up to date. You are responsible for safeguarding your login credentials and for all activity that occurs under your account. Each person may hold only one Client account and, separately, only one Rider account.

Before placing an Order or funding your Wallet, Clients must submit a valid National Identification Number (NIN). Once submitted, your NIN is locked and cannot be changed through the Platform; contact support if it was entered incorrectly. We may, at our discretion, offer optional phone number verification (currently delivered via a WhatsApp one-time code). Phone verification is optional and does not gate your ability to use the Platform, but an unverified phone number may limit how quickly we can reach you about an active Order.

Riders undergo a separate, more extensive verification process before approval — see Section 1 of our Rider Terms & Conditions.

The Platform lets Clients request, in and around Ibadan:

• Goods Delivery — transporting a parcel or item by motorcycle courier between two addresses.
• Market Errands — a single trip to one traditional market to purchase or collect items on your behalf.
• Supermarket Errands — a single trip to one supermarket.
• Multi-Market / Multi-Supermarket Errands — a single trip covering several markets or supermarkets.

Errand jobs are coordinated by our dispatch team (which may include a Rider or a member of our own staff fulfilling the errand directly); Goods Delivery jobs are broadcast to available, approved Riders. We do not guarantee that a Rider or dispatch slot will be available at any given time, and service availability may vary by location, time of day, weather, and traffic conditions in Ibadan.

All Orders are paid for from your Wallet, which you fund in advance through Paystack using a debit card, bank transfer, or other method Paystack supports. We do not accept cash on delivery. Current published rates are available on our Pricing page; delivery fees are calculated from a base fee plus a per-kilometre rate, while errand fees use a flat base fee (which varies by errand type) plus a distance component between stops. We reserve the right to change our pricing at any time; changes apply prospectively to Orders placed after the change takes effect, never to an Order already confirmed and paid for.

Any amount deducted from your Wallet for an Order that is later cancelled in accordance with Section 8 is refunded to your Wallet — see our Refund Policy for full details.

When you place an Order, we broadcast it (for Goods Delivery) to available, approved Riders near your pickup location, or route it (for Errands) to our dispatch team for manual assignment. An Order may be reassigned, or its matching may fall back to manual admin dispatch, if no Rider accepts it within a reasonable window. You are responsible for providing an accurate pickup address, drop-off address, and item description, and for being reasonably reachable by phone or in-app chat while an Order is in progress.

Once a Rider marks an Order as delivered, you will be asked to confirm delivery in the app. Confirming promptly helps us release the Rider’s earnings for that trip and close out the Order. If you believe an Order was not delivered correctly, raise it through in-app support or a dispute before confirming — see our Refund Policy.

You may cancel an Order free of charge, with a full refund to your Wallet, at any point before a Rider has picked up the item (i.e., while the Order is pending, broadcasting, or assigned but not yet picked up). Once a Rider has marked an Order as picked up or in progress, it can no longer be cancelled through the app. Full details are in our Refund Policy.

You agree that you will not use the Platform to:

• Request the transport of illegal items, firearms, controlled substances, or any item prohibited under Nigerian law.
• Provide false, misleading, or fraudulent pickup/drop-off information or payment details.
• Harass, threaten, or abuse a Rider, another Client, or our staff, whether in person, by phone, or through in-app chat.
• Attempt to circumvent our Wallet payment system by soliciting a Rider for off-platform cash payment.
• Interfere with, probe, or attempt to gain unauthorized access to the Platform or another user’s account.

The Platform provides in-app chat between a Client and the assigned Rider (and, where needed, our admin team) for the purpose of coordinating an Order. We may review chat content, order history, and related records to investigate a complaint, dispute, or suspected violation of these Terms. We send transactional notifications about your Order, Wallet, and account by email and, where you have opted in, WhatsApp — these are necessary service messages, not marketing.

We may suspend, disable, or terminate your account if we reasonably believe you have violated these Terms, engaged in fraud or abuse, repeatedly failed to confirm legitimately completed deliveries, or put a Rider, another Client, or our staff at risk. Where a dispute arises between a Client and a Rider, our admin team reviews the available evidence (order history, chat logs, and both parties’ accounts) and may disable either account found to be acting in bad faith. We will make reasonable efforts to notify you of the reason for any suspension or termination, except where doing so could compromise an ongoing investigation.

You may request deletion of your account at any time from your account settings, provided you have no active (not yet delivered or cancelled) Orders and a zero Wallet balance. On deletion, we anonymize your personally identifying profile fields (name and phone number) and permanently revoke your login access. We retain your historical order and transaction records in anonymized form, as required for statutory tax, audit, and dispute-record-keeping obligations under Nigerian law, even after your profile is anonymized.

The Platform is provided “as is” and “as available.” We act as a dispatch and logistics coordination service connecting Clients with independent Riders; we do not guarantee uninterrupted, error-free, or delay-free service, and we are not liable for delays or failures caused by traffic, weather, force majeure, third-party payment processors, or a Rider’s individual conduct, beyond our control.

To the maximum extent permitted by Nigerian law, our total liability to you for any claim arising from or relating to an Order is limited to the fee you paid for that specific Order. We are not liable for indirect, incidental, special, or consequential damages, including loss of profit or data, arising from your use of the Platform.

You agree to indemnify and hold New Errand and Logistics, its owners, staff, and approved Riders harmless from any claim, loss, or expense (including reasonable legal fees) arising from your breach of these Terms, your violation of any law, or your misuse of the Platform.

If you have a complaint about an Order, please contact our support team first through the app, email, or our dispatch hotline so we can try to resolve it directly. These Terms, and any dispute arising from your use of the Platform, are governed by the laws of the Federal Republic of Nigeria, and the courts of Oyo State shall have exclusive jurisdiction over any dispute that cannot be resolved informally.

We may update these Terms from time to time to reflect changes in our services, pricing structure, or legal requirements. We will update the “Effective Date” above when we do, and where a change is material, we will make reasonable efforts to notify registered users by email before it takes effect. Continued use of the Platform after an update constitutes acceptance of the revised Terms.

Questions about these Terms can be sent to support@newerrandandlogistics.com or by calling our dispatch hotline at +234 805 706 0867 (Mon–Sun, 7:00 AM–7:00 PM). Our address is Adekunle Fajuyi Road, inside Total Filling Station, Mokola, Ibadan, Oyo State, Nigeria.