Terms of Service

1. Definitions and Interpretation

In these Terms of Service, the following definitions apply:

• “Company,” “we,” “us,” or “our” refers to Sendvoy Logistics Limited, a company incorporated under the laws of the Federal Republic of Nigeria.
• “User,” “you,” or “your” refers to any individual or entity that accesses or uses our Services.
• “Services” refers to all logistics, delivery, warehousing, fulfillment, and related services provided by Sendvoy through our mobile application, website, or other platforms.
• “Platform” refers to our mobile applications, website (www.sendvoy.com), and any other digital interfaces through which our Services are accessed.
• “Customer” refers to registered business or individual users who book or utilize our logistics services.
• “Consignment” refers to goods, packages, or items tendered for delivery through our Services.
• “Delivery Address” refers to the final destination where a Consignment is to be delivered.
• “White Label Services” refers to logistics services provided under a Customer's brand using our infrastructure and technology.
• “Force Majeure” refers to circumstances beyond our reasonable control including but not limited to acts of God, war, terrorism, civil unrest, government actions, natural disasters, or pandemic conditions.
• “Envoy” refers to an independent third-party delivery service provider who registers on the Envoy application to receive, accept, and perform delivery deliverys.
• “Envoy” also refers to our envoy-facing mobile application through which envoys and Riders receive, accept, and complete delivery deliverys. It is also a term used to refer to the riders and envoys registered on the app.
• “Voyager” refers to our customer-facing mobile application through which Customers book, track, and manage deliveries. It is also a term used to refer to the customers registered on the app.
• “Order” refers to a delivery request placed by a Customer through Voyager and accepted by a envoy through Envoy.
• “Rate Card” refers to the schedule of fees, commissions, cancellation charges, and payout rates published by Sendvoy from time to time, as updated with reasonable notice.
• “COD” or “Cash on Delivery” refers to amounts collected by a envoy/Rider from a recipient on behalf of a Customer in connection with a delivery.

2. Acceptance of Terms

By accessing, registering for, or using any of our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these terms, you must not use our Services.

These Terms constitute a legally binding agreement between you and Sendvoy Limited. Your continued use of our Services following any modifications to these Terms will constitute your acceptance of such modifications.

You represent and warrant that you have the legal authority to enter into this agreement on behalf of yourself or the entity you represent, and that you are at least 18 years of age or have reached the age of majority in your jurisdiction.

Envoys and Riders who register on Envoy additionally agree to the Terms set out in Sections 12 to 16 of these Terms, which form an integral part of this agreement. Customers booking through Voyager are likewise bound by the marketplace provisions in Section 12.

3. Description of Services

Sendvoy provides comprehensive B2B logistics solutions across Nigeria, including but not limited to:

3.1 Delivery Services

• Express Delivery: Ultra-fast delivery within Abuja for time-sensitive packages
• Standard Delivery: 4-8 hour delivery service within Abuja
• Scheduled Delivery: Next-day or planned delivery for non-urgent packages
• Bulk Business Delivery: Custom logistics solutions for high-volume delivery needs
• Interstate Delivery: Door-to-door delivery services across all 36 states in Nigeria

3.2 Warehousing and Fulfillment

• Secure warehousing facilities with 24/7 monitoring
• Pick and pack services with quality control
• Inventory management and real-time tracking
• Order processing and fulfillment workflows
• Analytics and reporting services

3.3 White Label Solutions

• Branded logistics services using our infrastructure
• Custom technology platforms with Customer branding
• End-to-end operational support
• Fleet management and logistics operations
• Payment processing and reconciliation services

4. User Accounts and Registration

To access our Services, you must create an account by providing accurate, complete, and current information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

You agree to:

• Provide true, accurate, current, and complete information during registration
• Maintain and promptly update your account information
• Maintain the security of your password and identification
• Notify us immediately of any unauthorized use of your account
• Accept all responsibility for all activities under your account

We reserve the right to suspend or terminate accounts that provide false information or violate these Terms.

5. User Responsibilities and Obligations

As a user of our Services, you agree to:

5.1 Consignment Requirements

• Provide accurate and complete information about all Consignments
• Ensure proper packaging to prevent damage during transit
• Declare the contents, value, and any special handling requirements
• Comply with all applicable laws regarding the shipment of goods
• Not tender prohibited or restricted items for delivery

5.2 Payment Obligations

• Pay all fees and charges in accordance with our pricing schedule
• Provide valid payment information and maintain sufficient funds
• Pay any additional charges for special services or circumstances
• Settle any outstanding amounts within the specified time period

5.3 Compliance Requirements

• Comply with all applicable Nigerian and international laws
• Respect the intellectual property rights of others
• Not use our Services for any unlawful or fraudulent purposes
• Cooperate with any reasonable investigations or requests

6. Service Availability and Limitations

While we strive to provide reliable services, we cannot guarantee uninterrupted availability. Our Services may be subject to limitations, delays, or interruptions due to:

• Maintenance, upgrades, or technical issues
• Weather conditions or natural disasters
• Traffic, road conditions, or infrastructure limitations
• Security concerns or government restrictions
• Force Majeure events beyond our control

We reserve the right to modify, suspend, or discontinue any aspect of our Services at any time with reasonable notice.

7. Pricing and Payment Terms

7.1 Pricing Structure

Our pricing is based on factors including but not limited to:

• Package size, weight, and dimensions
• Delivery distance and destination
• Service type and delivery timeframe
• Additional services requested
• Subscription plan or volume discounts

7.2 Payment Terms

• Payment is due upon booking unless otherwise agreed
• We accept payments through approved payment methods
• Subscription customers may be billed monthly or as agreed
• Late payments may incur additional charges and service suspension
• All prices are in Nigerian Naira unless otherwise specified

7.3 Refunds and Credits

Refunds or credits may be provided at our discretion for:

• Services not delivered due to our failure
• Significant delays caused by our operations
• Damaged items due to our negligence

Refund requests must be submitted within 30 days of the incident with supporting documentation.

8. Delivery Terms and Conditions

8.1 Delivery Timeframes

Delivery timeframes are estimates based on normal operating conditions. Actual delivery times may vary due to factors beyond our control. We will make reasonable efforts to meet estimated delivery times but do not guarantee specific delivery times except for express services with explicit time commitments.

8.2 Delivery Locations

We provide delivery services to accessible addresses within our service areas. Additional charges may apply for:

• Remote or difficult-to-access locations
• Deliveries requiring special equipment or handling
• Multiple delivery attempts
• Weekend or holiday deliveries

8.3 Failed Deliveries

If delivery cannot be completed due to recipient unavailability, incorrect address, or other customer-related issues:

• We will make reasonable attempts to contact the recipient
• Items may be returned to sender or held for collection
• Additional charges may apply for redelivery attempts
• Storage fees may be charged for extended holding periods

9. Liability and Risk Allocation

9.1 Limitation of Liability

To the maximum extent permitted by Nigerian law, our total liability for any claims arising from or related to our Services shall not exceed:

• For individual consignments: the declared value of the item or NGN 50,000, whichever is lower
• For subscription services: the total fees paid during the subscription period
• For white label services: the amount specified in the relevant service agreement

9.2 Excluded Damages

We shall not be liable for:

• Indirect, consequential, or incidental damages
• Loss of profits, revenue, or business opportunities
• Delays beyond our reasonable control
• Damage due to inadequate packaging by the sender
• Loss or damage to prohibited items
• Acts or omissions of third parties, including envoys/riders acting outside the scope of an accepted delivery

9.3 Insurance and Protection

Basic protection is included for eligible consignments. Enhanced insurance coverage is available for high-value items upon request and payment of additional premiums. Insurance relating to envoys and their vehicles is addressed in Section 13.8.

10. Intellectual Property Rights

All intellectual property rights in our Platform, Services, technology, and materials are owned by or licensed to Sendvoy Limited. This includes but is not limited to:

• Trademarks, service marks, and trade names
• Copyrights in software, content, and materials
• Trade secrets and proprietary processes
• Patents and patent applications

You are granted a limited, non-exclusive, non-transferable license to use our Platform solely for accessing our Services. You may not reproduce, distribute, modify, or create derivative works without our express written consent.

11. Prohibited Uses

You may not use our Services for shipping or handling:

• Illegal drugs, controlled substances, or narcotics
• Weapons, ammunition, or explosive materials
• Hazardous, toxic, or dangerous materials
• Items prohibited by Nigerian customs or international law
• Stolen goods or items obtained through fraud
• Live animals (except with prior approval)
• Perishable items without appropriate arrangements
• Items that violate intellectual property rights
• Currency, securities, or negotiable instruments
• Items with a value exceeding our standard limits without declaration.

You also may not use our Platform to:

• Violate any applicable laws or regulations
• Interfere with or disrupt our Services or servers
• Attempt to gain unauthorized access to our systems
• Transmit malware, viruses, or harmful code
• Engage in fraudulent or deceptive practices

12. Marketplace and Matching Mechanics

12.1 Platform Nature

Sendvoy operates a technology platform that connects Customers seeking delivery services with independent third-party envoys/riders who perform those deliveries. Except where expressly stated in a separate written service agreement (for example, certain warehousing or white label agreements), Sendvoy is not the carrier of Consignments and does not itself perform each delivery. Deliveries booked through Voyager are performed by envoys engaged as independent contractors, and the contract for the carriage of each Consignment is between the Customer and the envoy who accepts the delivery, with Sendvoy acting as facilitator, dispatch coordinator, and payment collection agent.

12.2 Delivery Matching and Dispatch

When a Customer submits a booking through Voyager, our system matches the delivery to available envoy based on location, vehicle type, availability, and service requirements. Sendvoy does not guarantee that an envoy will be available at any particular time, that any specific envoy will be assigned, or that any delivery will be accepted. Estimated pickup and delivery times are estimates only.

12.3 Customer Cancellations

A Customer may cancel a booking free of charge within the cancellation window displayed in Voyager at the time of booking (currently five (5) minutes from booking) or before an envoy has been dispatched, whichever occurs first. After this waiting time has elapsed, the Customer shall pay the cancellation fee set out in the applicable Rate Card, which may be charged to the Customer's registered payment method or deducted from any refund due. Repeated cancellations may affect the Customer's account standing under Section 14.

12.4 Envoy Cancellations

An envoy may decline any delivery offer without penalty before acceptance. After accepting a delivery, an envoy may cancel only for a valid reason (such as vehicle breakdown, safety concerns, or inaccessible pickup location) and must promptly notify Sendvoy through the Envoy app where necessary. Repeated post-acceptance cancellations or declines may affect the envoy's rating, access to deliveries, or account standing under Section 14, and may result in suspension or deactivation following our standard review process.

13. Envoy Terms

This Section applies to all envoys who register on or use Envoy, in addition to the remainder of these Terms.

13.1 Envoy Eligibility Requirements

To register as a envoy, you must:

• Be at least 18 years of age
• Hold a valid Nigerian driver's license or rider's permit appropriate to your vehicle type
• Own or have lawful use of a roadworthy vehicle (motorcycle, car, van, etc.) meeting our minimum standards
• Provide valid vehicle registration and, where applicable, insurance documentation
• Pass any background/identity verification checks we require, which may include criminal record checks, guarantor verification, or address confirmation
• Complete any onboarding or safety training we require before activation

13.2 Background Checks and Verification

By registering on Envoy, you consent to Sendvoy conducting identity verification and background checks, which may include criminal history checks (where legally permitted), license validation, and verification of vehicle documents. Such checks are carried out in accordance with the Nigeria Data Protection Act 2023 and our Privacy Policy. We may suspend or decline your application based on the outcome of these checks, in our reasonable discretion.

13.3 Independent Contractor Status

Envoys are independent contractors, not employees, agents, or partners of Sendvoy Limited. Nothing in these Terms creates an employment relationship. As an independent contractor, you:

• Determine your own working hours and availability, subject to accepting deliveries offered
• Are responsible for your own tax obligations, including remittance of any applicable taxes on earnings
• Are responsible for your own vehicle maintenance, fuel, and operating costs unless otherwise agreed
• Are not entitled to employee benefits (leave, pension contributions, etc.) from Sendvoy

The parties intend this relationship to be one of independent contract, and each envoy waives any claim to employee status, benefits, or entitlements under Nigerian labour law to the fullest extent permitted by law.

13.4 Earnings and Payouts

• Envoys earn fees for completed deliveries as set out in the applicable Rate Card, which we may update from time to time with reasonable notice.
• Payouts are made every Monday in respect of deliveries completed in the preceding week, to the bank account or payment method registered on your Envoy profile.
• Sendvoy may deduct applicable fees, commissions, or previously agreed charges from earnings before payout.
• Disputed earnings must be raised within thirty (30) days of the relevant delivery, with supporting evidence. Disputes raised after this period may be declined.
• We reserve the right to withhold payouts pending investigation of suspected fraud, policy violations, or disputed deliveries.

13.5 Conduct Standards for Envoys

Envoys agree to:

• Handle Consignments with care and complete deliveries as assigned unless a valid reason prevents this
• Comply with all traffic laws and road safety regulations
• Maintain professional conduct with Customers and recipients
• Not subcontract or transfer delivery deliveries to unverified third parties
• Promptly report accidents, lost/damaged consignments, or safety incidents

We may suspend or deactivate an envoy's account for repeated poor performance, safety violations, fraud, or customer complaints, following our standard review process.

13.6 Non-Exclusivity

Nothing in these Terms requires any envoy to provide services exclusively to Sendvoy. Envoys remain free to register with, and provide delivery or other services to, any other platform or person, and to engage in any other lawful business or employment, provided that doing so does not interfere with the proper completion of deliveries already accepted through Envoy. This non-exclusivity is a fundamental term of the independent contractor relationship described in Section 13.3.

13.7 Equipment

Envoys use their own vehicles, mobile devices, data plans, protective gear, delivery bags, and other equipment entirely, and are responsible for all associated costs. Sendvoy is under no obligation to provide equipment. Where Sendvoy elects to provide optional branded materials, such materials remain the property of Sendvoy unless expressly stated otherwise, must be returned upon deactivation or upon request, and no deposit will be charged for them unless separately agreed in writing.

13.8 Insurance (Envoys)

Envoys must hold and maintain, at their own cost, all insurance required by Nigerian law for their vehicle and operations, including at minimum valid third-party motor insurance as required under the applicable Nigerian motor insurance legislation, and must provide evidence of such insurance upon request. Sendvoy does not provide any insurance coverage for envoys, including personal accident, vehicle, goods-in-transit, or third-party liability coverage, and envoys are solely responsible for any claims, losses, injuries, or damages arising from the operation of their vehicle or the performance of deliveries, subject always to Section 9. Failure to maintain required insurance is grounds for immediate suspension.

13.9 Safety and Incidents

In the event of an accident, injury, or safety incident during a delivery:

• The envoy's first obligation is to secure personal safety and that of others, and to contact emergency services where required.
• The envoy must report the incident to Sendvoy through the app or customer support within twenty-four (24) hours, with reasonable details and any supporting evidence.
• The envoy must cooperate fully with any investigation by Sendvoy, insurers, or law enforcement.
• Sendvoy may temporarily suspend the envoy's access to deliveries pending the outcome of an investigation.
• Except as required by law, Sendvoy is not liable for injuries to envoys or third parties arising from deliveries, as set out in Section 9.

13.10 Cash on Delivery (COD) Handling

• COD may be offered for eligible deliveries booked through Voyager, as indicated at the time of booking.
• Where COD applies, the envoy collects the stated amount from the recipient at the point of delivery on the Customer's behalf. COD amounts collected are held on trust for the Customer and must not be used by the envoy for any personal purpose.
• Envoys must remit all COD collections in full to Sendvoy (or as Sendvoy directs) within twenty-four (24) hours of collection, through the approved remittance channels notified in Envoy.
• Failure to remit COD amounts within this period constitutes a material breach of these Terms. Sendvoy may deduct the outstanding amounts from the envoy's earnings, suspend or deactivate the envoy's account, and pursue recovery through all lawful means, including reporting to law enforcement where appropriate.

14. Ratings, Reviews and Account Standing

14.1 Mutual Ratings

After each completed delivery, customers may rate and review the envoy, and envoys may rate the customer, through the Platform. Ratings must be honest, lawful, and free of abuse.

14.2 Effect on Account Standing

Persistently low ratings, repeated complaints, safety incidents, or cancellation patterns may result in warnings, reduced access to deliveries or bookings, suspension, or deactivation of the relevant account, following our standard review process.

14.3 Disputing a Rating or Deactivation

Any user may dispute a rating, suspension, or deactivation decision by contacting our support team within fourteen (14) days of notification, with supporting evidence. We will review the dispute and communicate the outcome within a reasonable time. A deactivated envoy may submit one formal appeal per deactivation; reinstatement is at Sendvoy's reasonable discretion. Pending the outcome of any dispute or appeal, the contested decision remains in effect.

15. Indemnification

To the maximum extent permitted by Nigerian law, you agree to indemnify, defend, and hold harmless Sendvoy Limited, its directors, officers, employees, and agents from and against any and all claims, demands, liabilities, damages, losses, fines, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your breach of these Terms or of any representation or warranty made under them;
• Your violation of any applicable law or regulation, or of the rights of any third party;
• In the case of envoys: the operation of your vehicle, your performance or non-performance of deliveries, your handling of Consignments, and your collection, handling, or remittance of COD funds;
• In the case of Customers: the contents, packaging, or declared value of Consignments you tender, and any instructions you provide in connection with them.

This indemnification obligation survives the termination or expiry of these Terms and the closure of your account.

16. App Store Compliance

Our Envoy and Voyager applications are distributed through the Apple App Store and Google Play Store. Your download and use of either application is also subject to the applicable app store's terms of service (including the Apple Media Services Terms and Conditions and the Google Play Terms of Service). The applications are licensed to you, not sold. As between you and Sendvoy, these Terms prevail in the event of any conflict with app store terms; however, Sendvoy, and not the app store operator, is solely responsible for the applications and their content, and the app store operators have no obligation to provide maintenance, support, or refunds in respect of the applications except as required by their own terms or applicable law.

17. Termination

17.1 Termination by You

You may terminate your account at any time by contacting our customer service or through your account settings. Upon termination, you remain responsible for all outstanding charges and obligations, including (for envoys) remittance of any COD amounts already collected.

17.2 Termination by Us

We may suspend or terminate your account immediately without notice if:

• You violate these Terms of Service
• You engage in fraudulent or illegal activities
• Your account remains inactive for an extended period
• You fail to pay outstanding charges
• We determine that continued service would be harmful to our business or other users

envoy accounts may additionally be suspended or deactivated in accordance with Sections 12, 13, and 14.

17.3 Effect of Termination

Upon termination:

• Your access to our Services will be discontinued
• We will complete any deliveries already in progress
• Outstanding charges become immediately due
• Stored data may be deleted after a reasonable notice period
• Provisions regarding liability, indemnification, intellectual property, and dispute resolution survive termination

18. Dispute Resolution and Governing Law

18.1 Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the Nigerian courts.

18.2 Dispute Resolution Process

Before initiating formal legal proceedings, parties agree to attempt resolution through:

1. Direct Negotiation: Good faith discussions between the parties
2. Mediation: Non-binding mediation through a mutually agreed mediator
3. Arbitration: Binding arbitration seated in Abuja, Nigeria, under the Arbitration and Mediation Act 2023 of the Federal Republic of Nigeria. The arbitral award shall be final and binding and may be enforced in any court of competent jurisdiction.

18.3 Compliance with Regulations

We comply with applicable Nigerian regulations including:

• Nigeria Data Protection Act 2023 and the Nigeria Data Protection Regulation (NDPR) 2019
• Nigerian Information Technology Development Agency (NITDA) guidelines
• Central Bank of Nigeria (CBN) payment system regulations
• Nigerian Communications Commission (NCC) regulations
• Federal Competition and Consumer Protection Act

19. Force Majeure

Neither party shall be liable for any failure or delay in performance under these Terms which is due to an event of Force Majeure. Upon occurrence of such an event, the affected party shall:

• Promptly notify the other party of the Force Majeure event
• Use reasonable efforts to mitigate the effects of the event
• Resume performance as soon as reasonably possible

If a Force Majeure event continues for more than 30 days, either party may terminate the affected Services upon written notice.

20. Modifications to Terms

We reserve the right to modify these Terms of Service at any time. Significant changes will be communicated through:

• Email notifications to registered users
• Prominent notices on our Platform
• Push notifications through our mobile applications
• WhatsApp messages to active customers

Continued use of our Services after the effective date of modifications constitutes acceptance of the revised Terms.

21. Contact Information

For questions, concerns, or disputes regarding these Terms of Service, please contact us:

• Address: C102 Zitel Plaza, P.O.W Mafemi Crescent, Utako, Abuja, Nigeria
• Email: legal@sendvoy.com
• Phone: +234 707 3311 531
• WhatsApp: Available through our customer service
• Website: www.sendvoy.com

This document was last updated on August 24, 2026. For the most current version, please visit www.sendvoy.com/terms-of-service.html

© 2026 Sendvoy Limited. All rights reserved.