Getting started
What is Sendo?
Sendo is a three-sided delivery marketplace in Nigeria. Customers order food, groceries, pharmacy items, retail goods, and selected parcels in the Customer app. Vendors accept and pack those orders in the Vendor app. Couriers collect and drop off in the Courier app. This website explains the ecosystem and links to the store listings. Live GPS, checkout, and cash-out run in the apps, not as a full website replacement.
Which app do I download?
Order for yourself or your office → Customer app. Deliver and earn → Courier app. Sell from a restaurant, supermarket, pharmacy, bakery, or store → Vendor app. Each product has its own iOS and Android listing. Installing the wrong app is the most common first-day issue — the icons and names are different on purpose.
Where does Sendo operate?
Sendo is built for Nigeria. After you set your pin in the app you will see stores and jobs available around that pin. Coverage grows city by city and neighbourhood by neighbourhood. If your area is not live yet, the app will say so rather than showing a ghost catalogue you cannot receive.
Is the website enough to place an order?
No. Buttons such as Order Now or Track open the download modal so you can pick iOS or Android for the Customer app. We do that because payments, live maps, and courier chat are not finished in the browser. Bookmark this site for Help, FAQs, Privacy, and Terms.
Do I need a Nigerian phone number?
A reachable local number is strongly preferred. OTPs, courier calls, and bank alerts all go to that number. If you change SIMs, update the number in the app before you place the next order or go online as a courier.
Customers — ordering and tracking
How do I place an order?
Install the Customer app, verify your phone, save at least one address with a landmark, choose a store that delivers to your pin, add items, check fees, and pay. You will see item prices, delivery fee, and any service or small-order fee before you confirm. An ETA is an estimate, not a promise.
How do I track an order?
Open the active order in the Customer app. You get vendor-prep status, courier assignment, and a live map once a rider is on the trip. The website track box is a prompt to install the app — it is not a full replacement map.
Can I change the address after I pay?
Before pickup, support or the vendor may be able to update a small pin correction. After pickup, the courier is already routing. A large change (different estate or a new island) is often not possible. Use in-app chat for a landmark tweak; do not expect a free second city hop.
Can I cancel after I pay?
Before the vendor starts preparing, you can often cancel in the app. After prep or pickup, cancellation is limited because food may already be cooked and a rider may already be moving. Fees depend on how far the order has gone. If something is wrong, contact support from that order screen so we can see the same ticket.
What if an item is missing, cold, spilled, or wrong?
Report it from the completed order with photos of the bag and the receipt or packing slip if you have one. We work with the vendor on a refund, credit, or replacement. Do not refuse a courier in the street without using the in-app flow when it is a quality issue — we still need the record. Do not eat half the meal and then claim it never arrived.
Which payment methods work?
The Customer app shows the methods enabled in your city — cards, bank transfer, or wallets. Sendo will never ask you to send money to a personal account, a ‘dispatcher on WhatsApp’, or a courier’s personal NUBAN for an in-app order. If someone asks, it is not us.
Do I need to tip?
Tips are optional. If the app offers a tip, it goes to the courier on that trip according to the in-app rules. Vendors should not demand a tip as a condition of packing the order.
Can I order alcohol or pharmacy items?
Only where we have enabled those categories and the store is licensed. You must be of legal age. A courier or pharmacist may ask for ID and may refuse handover. Sendo does not give medical advice. Controlled medicines that cannot legally sit on a marketplace will not be listed — do not try to arrange them in chat.
I have a serious food allergy. Is the notes box enough?
Treat the notes box as a request, not a medical guarantee. Read the item description, message the store if the app allows, and do not order from a kitchen that cannot confirm. If you have anaphylaxis risk, you may be safer collecting yourself or cooking at home.
Why did my delivery fee change between this morning and now?
Distance, basket size, weather, and demand can change the fee. The amount shown at checkout is the amount you agree to pay for that order. A later order is a new quote.
Customers — accounts and problems
The courier says they have arrived but I cannot see them.
Check the pin, estate gate, and chat. GPS can drift inside large compounds. Call through the app (masked where enabled) rather than giving a personal number if you do not want to. If the rider is clearly somewhere else, tell support with the trip ID.
My payment went through but there is no order.
Wait a minute for the ticket to appear, then open Help on that payment or email info@sendo.com with the amount, time, and last four digits or reference. Do not place a second paid order until we confirm — you may be charged twice.
How do I delete my customer account?
Use account settings in the Customer app or email info@sendo.com. We may keep tax, chargeback, and dispute records the law requires. Deleting the app from your phone does not delete the account.
Someone used my number or I got an OTP I did not request.
Do not share the OTP. Change your password if you have one, contact support, and if money moved, also tell your bank. We may freeze the account while we look.
Couriers — joining and earning
How do I start riding?
Download the Courier app, complete your profile, upload the documents we request (typically a clear photo, government ID, and vehicle details), add a payout account in your name, and wait for approval. Some cities add a short quiz or a video check. Approval is not instant if a document is blurry or a plate does not match.
What vehicle can I use?
Motorcycle, bicycle, car, or van — as long as it is safe, legal to operate, and accepted in the app for your city. Food jobs usually need an insulated bag. Pharmacy jobs may require a sealed hold. You must not send a friend on your login.
Am I a Sendo employee?
No. Couriers are independent contractors unless a separate written contract says otherwise. You choose when to go online, you can work for other platforms, and you are responsible for fuel, maintenance, data, and your own tax filings unless the law requires us to withhold.
How do I get paid?
Completed trip earnings, tips, and bonuses appear in the Courier app. You cash out to the bank account you saved, subject to the payout schedule and any hold for a dispute or chargeback. A hold is not always a punishment — it can be a customer bank claim we have to wait out.
Who pays for fuel?
You do, unless a specific campaign in the app adds a fuel bonus you opted into. Surge or demand pricing is already meant to reflect harder conditions; it is not a separate fuel card.
What if a customer is not answering?
Follow the in-app timer, call, and chat. Do not leave food at a random gate without instruction. If you still cannot complete drop-off, use the ‘cannot deliver’ path so support can advise return, safe drop, or disposal. You will not be paid correctly if you mark delivered when you were not at the pin.
The store is not ready. Do I wait?
Follow the wait-time instructions in the app. If the vendor is far beyond the promised window, use the in-app escalate so we can reassign or cancel without you sitting unpaid. Do not shout at kitchen staff.
Can Sendo deactivate me?
Yes — for safety issues, fraud, fake GPS, serious complaints, missing documents, or sharing your login. You can write to dispatch@sendo.com or in-app support to ask for a review. A review is not an employment hearing.
What if I have an accident on a trip?
People first, then emergency services if needed, then notify Sendo with the trip ID. Any cover we describe in your city is subject to the insurer’s wording and does not replace the vehicle insurance the law already requires.
Can I refuse a job?
Yes, subject to the quality rules in your city. Repeated refusals or cancellations after accept can reduce the jobs you see. Never refuse on the basis of a customer’s name, gender, or estate in a discriminatory way.
Vendors — selling on Sendo
Who can sell on Sendo?
Restaurants, cloud kitchens, supermarkets, grocers, pharmacies, bakeries, beverage shops, and other stores that can legally sell what they list and pack orders for a courier to collect. Home kitchens may be accepted only where local food-hygiene rules allow and we have enabled that category.
How do I go live?
Download the Vendor app, register the business, add a real outlet address, hours, catalogue, and payout bank, and complete the onboarding checklist. A merchant specialist may help with photos and pricing. You will not receive paid orders until the store is switched on.
How do payouts work?
Customer payments are collected through Sendo. Your net sales (after commission, refunds, credits, and adjustments) are settled to the bank account in the Vendor app on the published schedule. We may pause a cycle while we investigate a chargeback spike or a suspected stolen-card pattern.
Do I need my own riders?
No. When an order is ready, a Sendo courier is matched. You still need a clear pickup point, a packed labelled bag, and someone who can hand it over. If you already have riders, do not send them on a Sendo ticket unless we have enabled a self-delivery mode for your store.
What is the commission?
Commission and any device, marketing, or promoted-placement fees are shown during onboarding and in the Vendor app. They can vary by category and city. We will not hide a fee that applies to your next payout. Read the merchant addendum before you go live.
Can I pause orders?
Yes. Go offline, mark items out of stock, or pause during a rush. Leaving the store open while you are closed creates cancellations and can lower ranking.
A customer says the food was wrong. Who pays?
If the ticket was packed incorrectly, the refund usually comes from your settlement. If the courier dropped or delayed a sealed bag, we look at GPS, photos, and chat before we decide. Always photograph packed orders if your category has high dispute rates.
Can I message customers on WhatsApp?
Not with numbers taken from Sendo tickets. Use in-app chat for that order only. Building a private marketing list from marketplace tickets breaks the Terms and the Privacy Policy.
Do I need NAFDAC or a pharmacy licence?
If your category requires it, yes. Sendo does not replace NAFDAC, the Pharmacists Council of Nigeria, or a state alcohol licence. We may ask for copies during onboarding and can remove a store that cannot show them.
Safety, privacy, and legal
How is my data used?
See the Privacy Policy at /privacy. In short: we use data to complete deliveries, pay people, stop fraud, and improve the apps. We do not sell your personal data. Couriers share live GPS while online; customers share a pin and, if they allow it, live location while tracking.
How do I delete my account?
Use the account settings in the relevant app or email info@sendo.com. Say which role you use. We may keep records the law requires (tax, chargebacks, safety). Deleting one role does not always delete another if you also ride or sell.
Where are the full legal terms?
Terms and Conditions: /tnc. Privacy Policy: /privacy. Help Centre: /help. This FAQ is a plain-language guide; the Terms win if something conflicts.
I was harassed on a trip. What should I do?
Get to a safe place. Use in-app support with the trip ID. Customers, couriers, and vendor staff can all report. We may warn, suspend, or ban, and we may share information with the police if there is a crime. Do not retaliate in ratings as your only report — tell support.
Is Sendo a bank?
No. We facilitate payments through licensed processors. Wallet or credit balances in the app are Sendo platform balances for orders and payouts, not a deposit-taking account.