Terms and Conditions

Effective 8 September 2026 · Last updated 8 September 2026

These Terms and Conditions (“Terms”) govern your access to and use of the Sendy Errands mobile application, website, and related services (“Sendy”, “Platform”, “Service”, “we”, “us”, or “our”).

By creating an account, accessing the Platform, requesting an errand, accepting an errand, making a payment, or otherwise using Sendy, you agree to these Terms.

If you do not agree to these Terms, you must not use the Platform.

1. About Sendy

Sendy is a technology platform that facilitates interactions between customers, riders, merchants, and other participants involved in errands and delivery services. Depending on the transaction, Sendy may facilitate errand creation, rider discovery, rider offers, customer acceptance or rejection of offers, purchase coordination, delivery coordination, payment collection, merchant payment, rider settlement, transaction records, customer support, and dispute resolution.

Unless expressly stated otherwise, Sendy is not itself the manufacturer, retailer, owner, or seller of goods purchased through an errand.

2. User types

Customers — users who request errands, purchases, pickups, or deliveries.

Riders — individuals who accept errands and perform pickup, purchase, transportation, or delivery services.

Merchants — stores, supermarkets, restaurants, businesses, or other vendors whose goods may be purchased or collected.

Administrators — authorised Sendy personnel responsible for operating and supporting the Platform.

Different obligations may apply to each user type.

3. Eligibility

You must provide accurate information when creating an account. You may not:

• Create accounts using false identities;
• Impersonate another person;
• Maintain accounts for fraudulent purposes;
• Circumvent account restrictions;
• Use another person’s account without authorisation.

Sendy may suspend or terminate accounts that violate these Terms.

4. Customer errands

A customer may create an errand by providing relevant information including item description, pickup location, delivery location, estimated item value, relevant instructions, preferred timing, and other information requested by the Platform.

Customers must provide sufficiently accurate information for a rider to determine whether they can reasonably perform the errand.

5. Estimated item price

Where Sendy allows the customer to enter an estimated item price, that amount is an estimate, not necessarily the final retail price. Actual item cost may differ because of store pricing, availability, promotions, taxes or charges, quantity differences, product substitutions, price changes, or customer instructions.

Sendy does not guarantee that an estimated item price will equal the final merchant price.

6. Rider offers

Where the Platform supports rider bidding or offers, riders may review an errand and submit a delivery-price offer. The customer may accept the offer, decline it, allow it to expire, or cancel the request where permitted.

A rider’s offer represents compensation for the delivery/errand service and does not necessarily represent the price of the requested goods.

7. Delivery fee

The rider’s accepted offer constitutes the agreed delivery/errand service fee unless subsequently modified through an authorised Sendy process. Additional fees must not be imposed without appropriate customer authorisation.

8. Item cost and delivery fee are separate

The cost of goods and the rider’s service fee are separate components of a transaction. Where Sendy facilitates both amounts:

• Item cost — money intended to pay the merchant or vendor for the requested goods.
• Rider fee — compensation for the rider’s delivery/errand services.

Sendy may collect, hold, route, or settle these amounts through its designated payment and settlement infrastructure. The exact settlement timing may depend on transaction status, payment-provider rules, merchant requirements, fraud controls, refunds, and disputes.

9. Payment processing

Payments may be processed through third-party payment providers. By initiating a payment, you authorise the applicable payment provider to process the transaction according to the payment method selected.

Sendy may use payment information to confirm payment, reconcile transactions, process refunds, facilitate merchant settlement, facilitate rider settlement, detect fraud, and resolve disputes.

Sendy does not guarantee that a third-party payment system will always be available.

10. Payment authorisation and transaction status

A transaction may have statuses including pending, authorised, paid, rider assigned, merchant payment pending, purchased, picked up, in transit, delivered, cancelled, refunded, partially refunded, disputed, or failed.

Money may not be immediately released to every participant merely because a payment has been initiated. Sendy may delay settlement where reasonably necessary to investigate fraud, duplicate transactions, payment reversals, delivery disputes, missing goods, suspected theft, unauthorised activity, chargebacks, or technical errors.

11. Merchant payments

Where Sendy facilitates payment for goods, Sendy may pay the merchant directly rather than transferring the item cost to the rider. Where the merchant is paid directly:

• The rider may be required to provide or confirm merchant payment details through the Platform;
• Sendy may verify those details where appropriate;
• Sendy may maintain a transaction record;
• The rider must not intentionally provide fraudulent merchant information.

Sendy is not responsible for errors caused by a user providing incorrect merchant information.

12. Rider settlement

A rider becomes eligible for payment for a completed errand according to Sendy’s settlement rules. Settlement may be withheld or adjusted where the errand was not completed, the customer disputes delivery, goods are missing or damaged, fraud is suspected, payment is reversed, the rider violated these Terms, or the transaction is under investigation.

Sendy may offset amounts owed by a rider against amounts otherwise payable to that rider where legally permitted.

13. Refunds

Refund eligibility depends on the reason for the refund and the status of the transaction. Potential refund circumstances include payment failure, cancellation before fulfilment, merchant inability to supply the requested item, item unavailable, incorrect charge, duplicate payment, unauthorised transaction, qualifying failed delivery, confirmed loss attributable to a responsible party, and other circumstances determined by Sendy.

Where the merchant has already received payment, Sendy may need to coordinate with the merchant before completing a refund. Refunds may be returned through the original payment method where technically and legally possible.

14. Cancellations

Customers may cancel errands subject to the stage of the transaction. Cancellation may result in a full refund, a partial refund, rider compensation, merchant recovery costs, or no refund, depending on whether the rider has accepted the errand, travelled to the merchant, purchased goods, collected goods, or commenced delivery.

The Platform will communicate applicable cancellation consequences where possible.

15. Rider responsibilities

Riders must:

• Provide accurate account information;
• Maintain any legally required authorisation to perform their activities;
• Handle goods with reasonable care;
• Follow customer instructions;
• Keep customers reasonably informed;
• Deliver goods to the intended destination;
• Not misuse customer information;
• Not steal, substitute, consume, sell, or intentionally damage goods;
• Not demand unauthorised additional fees;
• Report incidents promptly;
• Comply with applicable traffic and safety laws.

16. Customer responsibilities

Customers must:

• Provide accurate pickup and delivery information;
• Provide accurate item descriptions;
• Provide reasonable delivery instructions;
• Remain available where their participation is required;
• Not request prohibited goods;
• Not use Sendy for fraudulent purchases;
• Not intentionally misrepresent item value;
• Not falsely accuse riders or merchants;
• Not use Sendy to transport unlawful materials.

17. Merchant responsibilities

Merchants are responsible for the quality and legality of goods they sell, accurate pricing, availability, product descriptions, applicable warranties, and applicable statutory consumer obligations.

Sendy does not manufacture or independently inspect ordinary retail goods unless expressly stated.

18. Lost, missing or stolen items

If an item is lost, missing, stolen, or allegedly stolen, the affected party must report it to Sendy as soon as reasonably possible.

Sendy may investigate by reviewing transaction records, payment records, delivery status, GPS/location information where available, delivery timestamps, uploaded receipts, communications, user statements, merchant information, and other relevant evidence. Where appropriate, Sendy may temporarily suspend settlement while investigating.

If Sendy determines that a rider intentionally stole goods or payment, Sendy may suspend or terminate the rider, withhold unsettled funds where legally permitted, seek recovery of losses, cooperate with law enforcement, and provide relevant evidence to authorities where legally required or permitted.

Where theft is alleged but cannot be established, Sendy may not be able to determine liability conclusively.

19. Damaged items

A customer should report damage promptly after delivery. Where appropriate, Sendy may request photographs, videos, receipts, packaging, merchant information, rider statements, and delivery records.

Liability may depend on whether damage occurred before pickup, during merchant handling, during rider possession, during transportation, after delivery, as a result of inadequate packaging, or as a result of customer instructions.

Sendy does not guarantee compensation for every damaged item.

20. Wrong or missing item

Where the wrong item is delivered, the customer should report the issue promptly. Sendy may coordinate with the merchant and rider to determine what was ordered, purchased, collected, and delivered.

Where a rider purchased the wrong product contrary to clear customer instructions, the rider may be responsible for the resulting loss to the extent permitted by law. Where the merchant supplied the wrong product, responsibility may rest with the merchant.

21. Item value disputes

Customers acknowledge that estimated item prices may differ from actual merchant prices. Where the actual price exceeds the estimate, the rider may be unable to complete the purchase without further authorisation or payment.

Riders must not unilaterally increase the customer’s payment obligation without authorisation. Where an actual price is lower than estimated, the difference may be handled through Sendy’s refund or settlement process.

22. Prohibited goods

Users must not request or transport goods prohibited by law or by Sendy. Prohibited or restricted categories may include:

• Illegal drugs;
• Stolen property;
• Weapons or prohibited weapon components;
• Explosives;
• Hazardous substances;
• Counterfeit goods;
• Illegal wildlife products;
• Fraudulent documents;
• Human remains;
• Goods requiring special handling where Sendy does not support such handling;
• Other goods prohibited by applicable law.

Sendy may maintain a more detailed prohibited-items list and update it without changing these Terms.

NIPOST’s courier/logistics regulatory framework also addresses prohibited and restricted articles, and Sendy’s operations must be aligned with applicable courier/logistics requirements.

23. High-value goods

Sendy may impose special requirements or refuse errands involving unusually high-value goods. Customers should accurately disclose material information about high-value items. Sendy may impose transaction limits, additional verification, insurance requirements, or other controls.

24. Perishable goods

Sendy may not guarantee the condition of perishable goods affected by delay, weather, traffic, packaging, merchant handling, temperature, or customer instructions. Customers should avoid requesting time-sensitive perishables where the required handling cannot be guaranteed.

25. Fragile goods

Customers must disclose when goods are fragile or require special handling. Where appropriate, Sendy may decline an errand if the requested handling cannot reasonably be provided.

26. Delivery failure

Delivery may fail because of an incorrect address, customer unavailable, merchant unavailable, item unavailable, traffic, weather, rider cancellation, security concerns, incorrect instructions, technical problems, or other circumstances outside Sendy’s reasonable control. Sendy may attempt reassignment or rescheduling where practical.

27. Customer unavailable

If a rider reaches the destination and the customer is unavailable, the rider may contact the customer using the Platform’s available communication methods.

The rider must not abandon goods in an unsafe location without reasonable authorisation. Additional waiting, return, or redelivery charges may apply where disclosed and permitted.

28. Rider unavailable

If a rider accepts an errand but becomes unable to complete it, Sendy may reassign the errand, cancel it, refund affected amounts, or take other reasonable measures.

29. Off-platform transactions

Users must not intentionally circumvent Sendy’s payment or transaction system to avoid applicable fees, security controls, or records. Sendy may restrict or suspend accounts involved in systematic off-platform circumvention.

Where users independently communicate outside the Platform, Sendy cannot guarantee the security, accuracy, or outcome of those communications.

30. Communication between users

Sendy may provide communication functionality or contact mechanisms to facilitate transactions. Users must not use those mechanisms to harass, threaten, defraud, stalk, solicit unlawful services, send malicious content, or abuse another user. Sendy may investigate credible reports of abuse.

31. Fraud

Fraud includes conduct such as fake identities, fake payment evidence, unauthorised payment methods, false delivery claims, false theft claims, manipulated receipts, multiple-account abuse, payment reversals intended to defraud, collusion, account takeover, and false merchant information.

Sendy may suspend accounts, reverse transactions where appropriate, withhold settlement where legally permitted, and cooperate with authorities.

32. Chargebacks and payment reversals

Where a payment is reversed, charged back, disputed, or otherwise invalidated, Sendy may investigate the transaction. If money has already been paid to a rider or merchant and the underlying payment is subsequently reversed, Sendy may seek recovery of the corresponding amount where legally permitted.

33. Account suspension

Sendy may temporarily suspend an account where reasonably necessary to protect users, investigate fraud or theft, prevent abuse, comply with law, protect payment systems, or investigate serious complaints. Where appropriate, users may be given an opportunity to respond.

34. Account termination and deletion

Sendy may terminate accounts for serious or repeated violations.

You may delete your account at any time from Profile → Delete account in the app, or by emailing support@sendyerrands.com from your registered address. Section 17 of the Privacy Policy describes what is removed and what is retained.

Account closure is subject to outstanding transactions, disputes, payment obligations, and legal retention requirements. Termination does not automatically eliminate obligations arising before termination.

35. Ratings and reviews

Users may be able to rate or review other users. Reviews must be honest, relevant, based on genuine experience, and free from threats, extortion, discriminatory or abusive content. Sendy may remove reviews that violate these rules.

36. User content

Users may provide photos, reviews, errand descriptions, feedback, messages, and other content. You grant Sendy the limited rights reasonably necessary to store, process, display, and use that content to operate and improve the Platform.

You retain ownership of content you independently own, subject to the rights required to provide the Service.

37. Intellectual property

The Sendy Platform, including its software, branding, interfaces, logos, graphics, text, and other original materials, belongs to Sendy or its licensors unless otherwise stated.

Users may not copy, reverse engineer, reproduce, resell, modify, scrape, distribute, or exploit Sendy’s proprietary materials except where permitted by law or expressly authorised.

38. Third-party services

Sendy may depend on third parties including payment processors, mapping providers, hosting providers, communication providers, analytics providers, merchant systems, and app stores. Sendy is not responsible for failures entirely caused by third-party services outside Sendy’s reasonable control.

39. Service availability

Sendy aims to provide reliable service but does not guarantee uninterrupted availability. The Platform may occasionally be unavailable because of maintenance, infrastructure failure, network outages, payment-provider problems, security incidents, app-store issues, or force majeure events.

40. User safety

Users should exercise reasonable caution when interacting with strangers. Customers and riders should not share unnecessary sensitive information, meet in unsafe locations, give account credentials to another person, or allow unauthorised individuals to use their account.

Sendy may implement identity verification and safety mechanisms as the Platform evolves.

41. Emergencies and criminal activity

Sendy is not an emergency-response service. For emergencies, users should contact the appropriate Nigerian emergency or law-enforcement authority.

Where appropriate and legally permitted, Sendy may cooperate with investigations concerning suspected criminal activity.

42. Limitation of liability

To the maximum extent permitted by applicable law, Sendy will not be liable for indirect, incidental, special, consequential, or punitive losses arising from use of the Platform.

Sendy’s liability will not be excluded or limited where such exclusion or limitation is prohibited by applicable law. Nothing in these Terms removes rights that consumers are legally entitled to retain.

43. Goods and merchant liability

Sendy generally acts as a technology and coordination platform rather than the manufacturer or seller of goods. Accordingly, Sendy is not ordinarily responsible for product defects, product authenticity, manufacturer warranties, merchant pricing, merchant stock, or product quality, except to the extent Sendy is directly responsible under applicable law or its express commitments.

44. Rider service liability

Riders are responsible for performing their services with reasonable care and in accordance with applicable law. Nothing in these Terms authorises riders to engage in unlawful activity or exempts riders from legally applicable obligations.

45. Indemnification

To the extent permitted by law, users may be responsible for losses, claims, liabilities, or reasonable costs arising from their unlawful conduct, fraud, intentional misuse of the Platform, material breach of these Terms, violation of another person’s rights, or damage caused by their conduct.

This clause does not apply to the extent a claim results from Sendy’s own unlawful conduct or negligence where liability cannot legally be excluded.

46. Dispute resolution

Users should first contact Sendy support to attempt to resolve disputes. Sendy may investigate disputes using available transaction records.

Where a dispute cannot be resolved informally, the parties may pursue remedies available under applicable Nigerian law. Nothing in these Terms prevents a consumer from exercising a mandatory statutory right or submitting a complaint to a competent regulatory or consumer-protection authority.

47. Complaints

A complaint should include account information, transaction reference, a description of the issue, relevant evidence, and the requested resolution. Sendy will acknowledge and investigate complaints within reasonable operational timelines.

48. Governing law

These Terms are governed by the laws of the Federal Republic of Nigeria, subject to applicable mandatory consumer-protection and other statutory rights.

49. Changes to these Terms

Sendy may update these Terms as the Platform evolves. Material changes may be communicated through the Platform, website, email, in-app notifications, or other reasonable methods. Continued use after the effective date of updated Terms may constitute acceptance where legally permitted.

50. Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

51. Entire agreement

These Terms, together with any applicable policies, notices, and transaction-specific conditions, constitute the agreement governing use of Sendy unless a separate written agreement expressly applies.

52. Contact