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Terms of Usage

Effective Date: December 20, 2023

1. Acceptance of Terms

By accessing or using the Nana Delivery platform, including our website and mobile application, you agree to be bound by these Terms of Usage. If you do not agree to these terms, you may not use our services.

2. Definitions

  1. "Nana Delivery," "we," "us," or "our" refers to Nana Delivery, a food delivery platform operating in Nigeria.
  2. "You" or "user" refers to any individual or entity entity using our platform.
  3. "Platform" refers to our website, mobile application, and other related services.
  4. "Vendors" refers to restaurants and homemade chefs chefs who provide food through our platform.
  5. "Orders" refers to food and beverage orders placed through our platform.

3. Services

Nana Delivery provides a platform for users to discover, order, and have food delivered from participating vendors. Our services include:

  • Listing of vendors and their menus.
  • Order placement and payment processing.
  • Delivery of orders to users.
  • Customer support and dispute resolution.

4. User Eligibility

To use our services, you must:

  • Be at least 15 years old.
  • Create an account with accurate information.
  • Have a valid payment method.
  • Be located within our service areas.

5. Account Creation and Security

You are responsible for maintaining the confidentiality of your account information and password. You are also responsible for any activity that occurs under your account.

6. Orders and Payments

  • You agree to pay all fees associated with your orders, including food, delivery, and other applicable charges.
  • We only accept online payment via a third party payment processor
  • You are responsible for ensuring the accuracy of your order details.
  • We may cancel orders for reasons such as vendor unavailability, incorrect order details, or payment issues.

7. Delivery

  • We strive to deliver orders within the estimated timeframes, but we cannot guarantee delivery times due to factors beyond our control.
  • You are responsible for providing a valid delivery address.
  • You must be available to receive the order upon delivery, on the phone number attached to your account.
  • We may refuse to deliver to certain areas or under certain conditions.

7.1 Failed delivery attempts

  • Our rider will wait up to 20 minutes at your drop-off address, counted from the time they arrive and first attempt to contact you.
  • During that period we will try to reach you at least 5 times on the phone number attached to your account. A delivery attempt is treated as failed if you cannot be reached, if you are not at the drop-off address, or if you are unable to receive the order.
  • After 20 minutes the rider may leave and return your order to our office. We will notify you when this happens.
  • You may then either collect the order from our office during opening hours at no extra charge, or ask us to attempt delivery again. Re-delivery is charged at our standard delivery rate for the distance from our office to your address, and is payable before the second attempt.
  • Perishable items — including prepared food, fresh produce, and chilled or frozen goods — cannot be stored or re-delivered safely. Where a failed attempt involves perishable items, those items may be disposed of and are not refunded.
  • Non-perishable items are held at our office for 7 days. Items not collected within that period may be disposed of and are not refunded.
  • Delivery fees and service fees already paid are not refunded for a failed attempt, as the service was performed.

8. Cancellations and Refunds

  • You may cancel orders within a reasonable time before preparation begins.
  • Refunds may be issued for canceled orders or in cases of quality issues, subject to our refund policy.

9. Disputes

We aim to resolve any disputes between users and vendors amicably. If a dispute cannot be resolved, you may contact us for assistance.

10. Content and Intellectual Property

  • All content on our platform, including text, images, logos, and software, is protected by intellectual property laws.
  • You may not copy, reproduce, distribute, or modify any content without our express permission.

11. Third-Party Links

Our platform may contain links to third-party websites or services. We are not responsible for the content or practices of those third parties.

12. Privacy Policy

Please refer to our Privacy Policy for information on how we collect, use, and protect your personal information.

13. Disclaimer of Warranties

Our services are provided "as is" and without warranties of any kind, express or implied. We do not guarantee the accuracy, completeness, or timeliness of information on our platform.

14. Limitation of Liability

We shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use of our services.

15. Indemnification

You agree to indemnify and hold us harmless from any claims, losses, damages, or costs arising from your use of our services or violation of these terms.

16. Governing Law and Jurisdiction

These terms shall be governed by and construed in accordance with the laws of Nigeria. Any disputes arising out of these terms shall be subject to the exclusive jurisdiction of the courts in Nigeria.

17. Changes to Terms

We may modify these terms at any time by posting the updated terms on our platform. Your continued use of our services after any changes constitutes your acceptance of the updated terms.

18. Contact Us

If you have any questions or concerns about these terms, please contact us at [email protected]