1. Who we are
SENDO Logistics Technologies Ltd. (“Sendo”, “we”, “us”, “our”) is a Nigerian company that operates a three-sided on-demand delivery marketplace. Our registered operations are based at Adeola Odeku, Victoria Island, Lagos, Nigeria. We provide software, matching, payments facilitation, customer support tooling, and related logistics infrastructure.
Customers browse and pay for food, groceries, pharmacy items, retail goods, and selected parcel jobs through the Customer app. Vendors list catalogues, accept tickets, and pack orders through the Vendor app. Couriers collect and drop off those orders through the Courier app. This website describes the ecosystem and links to those apps. The website is not a complete substitute for in-app checkout, live GPS, cash-out, or store operations.
2. Definitions
- Platform means the Sendo website, Customer app, Courier app, Vendor app, APIs, admin tools, and related services.
- Customer means a person who places or receives an order.
- Vendor means a restaurant, cloud kitchen, supermarket, grocer, pharmacy, bakery, retail outlet, or other merchant that lists goods on Sendo.
- Courier means an independent contractor who collects and delivers orders using a vehicle accepted in the Courier app.
- Order means a request to buy goods from a vendor (or a parcel job where offered) for delivery to a drop-off.
- Fees include item prices, delivery fees, service fees, small-order fees, surge or demand-based charges, commissions, device or marketing fees, tips, taxes, and any other amount shown in the relevant app.
- User means any customer, courier, vendor, visitor, or other person who accesses the Platform.
3. Agreement and changes
These Terms, the Privacy Policy, in-app policies (including community, safety, and acceptable-use rules), and any role-specific addendum we issue to you (for example a merchant agreement or courier city schedule) form the contract between you and Sendo. If there is a conflict, a signed addendum prevails for that subject, then these Terms, then in-app help text.
If you use more than one role — for example you order as a customer and also ride as a courier — the terms for each role apply to that activity. Using a vendor account on behalf of a business binds that business.
We may update these Terms as the service grows, the law changes, or we add cities or categories. The “Last updated” date at the top of this page will change when we do. Material changes may also be flagged in the apps or by email or SMS. Continued use after an update means you accept the revised Terms. If you do not agree, stop using the Platform and close your account.
4. Eligibility, identity, and accounts
You must be able to enter a binding contract under the laws of the Federal Republic of Nigeria. Sendo is not directed at children. You must be at least 18 to create an account. Age-restricted goods (including alcohol where we enable it) may require additional verification at checkout or drop-off.
- Customers must provide a real, reachable phone number and a drop-off we can find.
- Couriers must provide accurate identity details and hold any licence, permit, roadworthiness document, or insurance required for the vehicle and city they operate in.
- Vendors must be authorised to sell the goods they list, operate from the stated outlet, and hold licences that apply to their category (including food hygiene, pharmacy, or alcohol licences where relevant).
You must keep login details, OTPs, and device unlock methods confidential. Activity on your account is treated as yours unless you tell us it was unauthorised as soon as you reasonably can. We may ask for government ID, a selfie, business papers, or a live video check before we activate or restore an account. Providing false documents, a borrowed identity, or a mule payout account is a material breach.
One person or business should not run multiple accounts to dodge a ban, harvest promotions, or manipulate ratings. We may merge, freeze, or close duplicate accounts.
5. The platform — not the restaurant or the rider
Sendo provides software, matching, communications, and payments facilitation. Vendors prepare and sell their own goods. Couriers perform the physical delivery. Unless we say otherwise in writing for a specific product (for example a Sendo-branded parcel product), Sendo is not the seller of restaurant meals or retail goods and is not the employer of couriers.
A contract for the sale of goods is formed between the customer and the vendor when the vendor accepts the order (or when the app confirms acceptance on the vendor’s behalf). A contract for delivery services is formed between Sendo (as matcher and facilitator) and the courier under these Terms, and the customer pays a delivery fee for that facilitation. Nothing in the apps creates a partnership, joint venture, or employment relationship between Sendo and a courier or vendor unless a separate written contract says so.
6. Customers
6.1 Placing an order
When you confirm checkout in the Customer app, you offer to buy the listed items from the vendor at the prices shown, plus delivery, service, small-order, surge, and tax amounts displayed before you pay. Photos and descriptions are provided by vendors; they are illustrative. Weights, portions, and packaging can vary slightly. If an item is sold by weight, the final amount may be adjusted after packing, and you will see that adjustment in the order record.
The vendor (and, where needed, Sendo) may accept, reject, or cancel if an item is unavailable, the kitchen is overloaded, the address cannot be served, payment fails, we detect fraud, or the order would break the law or these Terms. An estimated arrival time is not a guarantee.
6.2 Addresses, access, and you
You must provide a pin, estate name, landmark, floor, and gate instructions that a courier who has never visited can follow. If a compound requires a code, visitor slip, or escort, you must arrange it. Keep your phone on. If nobody is available and we cannot reach you after reasonable attempts shown in the app, the courier may return the order, leave it with a named neighbour if you instructed that in chat, or follow support’s instruction. Extra waiting, a second trip, or a return may attract a fee shown in the app or deducted from a refund.
Large pin changes after pickup are not always possible. The courier is not obliged to ride into an area they reasonably consider unsafe, or to enter a private bedroom or locked office.
6.3 Substitutions and special instructions
“No onions”, allergy notes, and similar instructions are requests to the vendor, not promises by Sendo. If you have a serious allergy, say so clearly and confirm with the store; do not rely on a free-text box alone. Substitutes are offered only when the vendor or the app enables them. If you refuse a reasonable substitute that you already approved, a refund may be limited.
6.4 Age-restricted and pharmacy items
Where alcohol or other age-restricted goods are listed, you confirm you are of legal age. The courier or vendor may ask for photo ID at drop-off and may refuse handover if ID is not produced or does not match. Pharmacy items may require a valid prescription or pharmacist confirmation. Sendo does not give medical advice. Controlled medicines that Nigerian law does not allow on a marketplace will not be enabled, and you must not try to order them through chat.
6.5 Payments, refunds, and chargebacks
You authorise the payment method you save. We use licensed payment processors. Sendo does not store full card PAN data on its own servers. You must not pay a courier, vendor staff, or a “support agent” on a personal transfer outside the app for an in-app order.
Refunds, replacements, or credits for missing, damaged, cold, spilled, or wrong items are handled case by case with the vendor and our support team. We may ask for photos, a short video, and the packaging. Filing a chargeback or bank claim without first using in-app help can delay a genuine refund and may lead to account limits if we find the delivery was completed as recorded.
6.6 Acceptable customer use
Do not order goods you are not allowed to receive, abuse couriers or vendor staff, create fake accounts, harvest promo codes, place orders you cannot accept, or reverse a payment after a completed delivery without a genuine dispute. Sexual harassment, slurs, and threats are grounds for an immediate ban.
7. Couriers
7.1 Independent contractors
Couriers are independent contractors, not Sendo employees, workers, or agents for employment-law purposes, unless a written contract says otherwise. You choose when to go online, which jobs to accept (subject to quality, safety, and acceptance rules in the Courier app), your routes within the law, and which accepted vehicle to use. You may work for other platforms. You are responsible for your own tax filings, pension or health arrangements you choose, fuel, maintenance, data, and parking.
7.2 Onboarding and vehicles
Approval is not a right. We may accept or decline an application, ask for more documents, or limit you to certain job types (for example bicycle-only or no pharmacy bags). Motorcycles, bicycles, cars, and vans may be enabled by city. The vehicle must be legal to operate, reasonably clean, and capable of carrying the order type assigned (insulated bag for hot food, secure hold for pharmacy, etc.). You must not use a vehicle that is not the one on your profile without updating the app.
7.3 Your obligations on a trip
- Keep identity, vehicle, and bank details up to date.
- Handle orders with care, including food temperature, upright drinks, and sealed pharmacy packs. Do not open bags except as the app or the vendor instructs for a check.
- Follow the Road Traffic Act and local traffic rules. Helmets and lights where required are mandatory.
- Treat customers and vendor staff respectfully. Do not demand tips.
- Do not tamper with, consume, swap, or re-sell items in your care.
- Complete pickup PINs, photos, and drop-off confirmations honestly. Fake GPS, mocked locations, or completing a trip without being at the pin is fraud.
- Do not subcontract a Sendo job to an unregistered person. The person logged in must be the person riding.
7.4 Earnings, tips, bonuses, and holds
Trip fees, wait-time rules, tips, quests, and cash-out schedules are shown in the Courier app and may vary by city, time of day, distance, and vehicle. Displayed estimates before you accept are not a guarantee if the drop-off changes or the trip is cancelled. Taxes on your earnings are your responsibility unless the law requires us to withhold.
We may adjust or hold a payout if a trip is cancelled, a customer chargeback occurs, an item is missing after it was in your care, we find a Terms breach, or a safety investigation is open. Write to dispatch@sendo.com with the trip ID if a hold looks wrong. Tips belong to the courier on that trip unless a promotion clearly says otherwise.
7.5 Safety, accidents, and insurance
You do not have to enter an unsafe compound or continue a trip that becomes dangerous. Use in-app support. If there is an accident, attend to people first, contact emergency services where needed, then notify Sendo with the trip ID. Any personal accident or third-party cover we describe in a city is supplementary and subject to the insurer’s policy wording; it does not replace the insurance you are legally required to carry for your vehicle.
7.6 Quality, deactivation, and review
We may limit job types, reduce visibility, or close a courier account for safety incidents, fraud, fake GPS, repeated unjustified cancellations, serious customer or vendor complaints, missing documents, or inactivity that creates operational risk. You may ask support for a review. A review is not an employment hearing and does not require us to keep you on the Platform.
8. Vendors
8.1 Your store and licences
You are responsible for company or business-name registration where required, outlet leases, NAFDAC or other product registrations that apply to what you sell, food hygiene, pest control, cold-chain, pharmacy licences (including Pharmacists Council of Nigeria requirements where you are a pharmacy), alcohol licences, tobacco rules, and staff conduct. Sendo does not inspect every kitchen or shelf and does not certify that your operation is compliant. Misleading menus, expired stock, or unsafe goods can lead to immediate removal.
8.2 Catalogue, allergens, and photos
Prices, portions, prep times, photos, and item names must be accurate. If a dish contains common allergens (including groundnuts, milk, eggs, fish, shellfish, gluten, soy, and sesame), say so on the item. Do not use another brand’s photos as if they were yours. You grant Sendo a non-exclusive licence to display your store name, logo, menu, and photos so customers can order, and to use them in Sendo marketing that features available stores, unless you opt out of marketing use in writing.
8.3 Accepting and packing orders
When an order is accepted, you must prepare it as described and have it sealed, labelled with the order number, and at the agreed pickup point within the promised window. Repeated cancellations, long waits, missing items, or sending a courier away empty harm customers and may reduce your visibility, increase your commission temporarily, or lead to suspension.
Pharmacies should use tamper-evident bags where required. Hot and cold items should be packed so they survive a motorcycle ride. You must not hand the courier an item that was not on the ticket unless the customer approved a substitute in the app.
8.4 Fees, settlements, and chargebacks
Commission, delivery-fee splits, device rental, promoted placement, and payout timing are set out in the Vendor app and any merchant addendum. You authorise Sendo to collect customer payments and remit your net sales after fees, refunds, credits, chargebacks, and adjustments. Refunds we grant because of your error (wrong item, missing item, quality the customer reasonably rejected) are deducted from a later payout.
You must keep a bank account in the name of the business or an authorised principal. We may pause settlements while we investigate fraud, a volume spike, or a dispute. Tax invoices, VAT, and WHT (where applicable) are your responsibility unless we are required to withhold.
8.5 Hours, pausing, and ranking
Keep opening hours truthful. Pause the store if you cannot cook or pack. Leaving the store “open” while you are closed creates cancellations and can lower ranking. Ranking may consider prep time accuracy, cancellation rate, item availability, customer ratings, and distance — it is not a paid search result unless marked as an ad or promoted placement.
8.6 Non-exclusivity
Unless a separate exclusivity addendum is signed, you may sell on other platforms. You must not use Sendo customer data to message those customers off-platform for competing orders.
9. Prohibited items and conduct
Nobody may use Sendo to move or sell:
- illegal drugs, unlicensed weapons, explosives, or stolen goods;
- hazardous chemicals, pressurised gases, or other materials a courier is not equipped or licensed to carry;
- counterfeit products or goods that infringe another person’s intellectual property;
- human remains, live animals (except where a specific pet-product flow exists), or unprotected perishables that will spoil in transit;
- anything else Nigerian law, a professional regulator, or our Acceptable Use rules forbid.
Harassment, discrimination, threats, sexual comments, rating extortion, fake reviews, coupon farming, scraping, reverse engineering, and interfering with another user’s account are prohibited. We may report criminal activity to the Nigeria Police Force or other authorities.
10. Fees, taxes, and promotions
Displayed prices should include or clearly show applicable taxes where we can calculate them. Delivery and service fees can change by distance, basket size, weather, demand, and time of day. A fee shown at checkout is the fee you agree to pay for that order unless we have to cancel and re-quote.
Promotions, coupons, Sendo credits, and vendor-funded discounts are optional, limited, non-transferable, and may be withdrawn if we detect misuse (new-account farming, stacked codes contrary to the offer, or resale of credits). Promotional language in ads is subject to the full offer terms in the app.
11. Cancellations
Customers, vendors, or Sendo may cancel before pickup in the cases the app allows. After pickup, cancellation is limited because the courier is already carrying the order. Refunds depend on who cancelled, why, whether food had been prepared, and how far the trip had gone. A customer who cancels after the vendor has started may receive only a partial refund. A vendor who cancels after acceptance may owe the customer a full refund and may be charged a wasted-trip amount for the courier.
Sendo may cancel for fraud, safety, outage, or inability to find a courier within a reasonable time. If we cancel for our operational failure and you already paid, we will refund the payment method or issue Sendo credit, at our option where the law allows.
12. Ratings, chat, and calls
In-app ratings, chat, and masked calls exist to complete the delivery. Do not use them for spam, off-app payments, or abuse. We may review messages, call metadata, and photos when a dispute or safety report is filed, as described in the Privacy Policy. Reviews must be based on a real order. We may remove reviews that are extortionate, off-topic, or unlawful, without being obliged to referee every disagreement about taste.
13. Intellectual property
The Sendo name, wordmark, logo, colour system, apps, website, and software belong to us or our licensors. You may not copy them, frame the site, scrape menus or courier locations, or use our marks in a way that suggests you are Sendo. You keep ownership of content you upload; you grant us the licence in section 8.2 (vendors) and a limited licence to use customer photos you send in a support ticket to resolve that ticket.
14. Third-party services
Maps, SMS, push notifications, cloud hosting, and payments are provided by third parties. Their outages can delay an order. App store listings (Apple App Store and Google Play) are governed by those stores’ terms as well as these Terms.
15. Disclaimers
Delivery times are estimates. Live maps depend on device GPS, battery, and network coverage. We do not guarantee that every vendor nearby will be open, that every courier request will be accepted instantly, or that an item photographed on a menu will look identical when it arrives. The Platform is provided on an “as available” basis. We do not warrant that the apps will be uninterrupted, virus-free, or error-free.
16. Liability
To the fullest extent Nigerian law allows, Sendo is not liable for indirect, incidental, special, or consequential loss, lost profits, lost data, or loss caused by a vendor’s food quality, a courier’s driving, a customer’s unavailability, a payment-processor decline, or a network outage.
Our total liability for a claim related to an order is limited to the amount paid to Sendo for that order (or, for couriers and vendors, the fees related to the disputed trip or settlement period), except where the law says we cannot limit liability — including death or personal injury caused by our negligence, or fraud. Nothing in these Terms excludes liability that cannot be excluded under the Federal Competition and Consumer Protection Act or other mandatory Nigerian consumer law.
17. Indemnity
You agree to indemnify and hold harmless Sendo and its directors, staff, and contractors against claims, damages, and reasonable legal costs that arise from your breach of these Terms, your goods (if you are a vendor), your driving or vehicle (if you are a courier), your misuse of the Platform, or your infringement of another person’s rights.
18. Suspension, closure, and survival
We may suspend or close accounts that break these Terms, create risk for others, or remain inactive. You may close your account in the relevant app or by writing to info@sendo.com, subject to unpaid balances, chargebacks, or open disputes. Sections that by nature should survive (including intellectual property, liability, indemnity, and governing law) survive closure.
19. Force majeure
We are not liable for delay or failure caused by events beyond reasonable control, including floods, major storms, widespread network failure, industrial action we do not control, changes in law, or government restrictions on movement.
20. Governing law and disputes
These Terms are governed by the laws of the Federal Republic of Nigeria. You agree that the courts of Nigeria have jurisdiction, without limiting any right you have to use an applicable consumer-protection forum, including complaints to the Federal Competition and Consumer Protection Commission where those rules apply.
Before filing a claim, please write to info@sendo.com with the order or trip IDs so we can try to resolve it. This informal step does not extend any limitation period except as the law requires.
21. General
If a court finds one clause unenforceable, the rest still applies. A failure to enforce a right is not a waiver. You may not assign your account without our consent. We may assign these Terms in a reorganisation or sale of the business. These Terms are the entire agreement for use of the Platform, except signed addenda.
22. Contact
SENDO Logistics Technologies Ltd., Adeola Odeku, Victoria Island, Lagos, Nigeria. Support: info@sendo.com. Dispatch: dispatch@sendo.com. Helpline: +234 (0) 700-SENDO-NG (73636-64).