Customer Terms | TillPal

Who TillPal Is

TillPal is a marketplace and delivery platform that connects customers with local businesses. We provide the technology and delivery service that makes it possible to discover products, place orders and have them delivered to you.

TillPal's role. TillPal provides the marketplace, payment processing, order management and delivery services used to complete your order. We are not the retailer or manufacturer of the products listed on the platform.

The merchant's role. Products on TillPal are sold by independent merchants. Each merchant is responsible for the accuracy, quality, condition, availability and compliance of the products they sell.

Delivery. Once a merchant prepares your order, TillPal coordinates collection through its rider operations and delivery to the address you provide.

Service areas. TillPal currently operates within specific service areas. Your delivery address must be within an active TillPal service area for an order to be placed and fulfilled.

Note

In simple terms: the merchant provides the products, while TillPal provides the technology and delivery service that brings your order to you.

Creating and Using Your Account

Your TillPal account helps us process your orders, communicate with you and complete your deliveries. Please keep your account information accurate and use the service responsibly.

Age requirement. You must be at least 18 years old to create and use a TillPal account. Where TillPal permits an account to be used by someone under 18 with the consent of a parent or guardian, that parent or guardian is responsible for the account and activity carried out through it.

Accurate information. Your name, phone number, email address and delivery information should be accurate and kept up to date. You are also responsible for providing a complete delivery address and any information needed to help your rider locate you.

Keeping your account secure. You are responsible for keeping access to your account secure and for activity carried out through it. If you believe someone has accessed your account without permission, please contact TillPal Support as soon as possible.

Responsible use. Please use TillPal for genuine purchases and lawful purposes. Accounts and orders must not be used to commit fraud, abuse promotions, interfere with the platform or otherwise misuse the service.

Important

Keeping your account and delivery details accurate helps us process your order correctly and gives your rider the best chance of completing your delivery without problems.

Placing an Order

TillPal makes it easy to discover products, review your order and pay securely before delivery. Please take a moment to check your order details before confirming your purchase.

Before you order

Product prices. Product prices are set by the merchant. Before you confirm your order, you will see the products, quantities, prices and applicable charges.

Product availability. TillPal displays product availability based on information provided by the merchant. Because stock can change, an item may occasionally become unavailable after you place an order. If an item cannot be fulfilled, we will notify you and arrange the appropriate refund.

Multiple merchants. If your cart contains products from different merchants within the same service area, TillPal may collect your items from each merchant and deliver them together as one order. Any applicable delivery charges will be shown at checkout.

Large orders. Our standard delivery fee is based on orders that can be carried in the rider's delivery bike cart. If your order is too large for the cart and requires a larger vehicle or an additional trip, the rider may collect the applicable additional delivery fee upon delivery.

Confirming your order

Review before paying. Please check your products, quantities, delivery address and total amount carefully before confirming your purchase.

Order confirmation. Your order is confirmed once your payment has been successfully processed and the order has been accepted for fulfilment. TillPal will provide confirmation through the app or another available notification channel.

Changes and cancellations. Once an order has entered the fulfilment or delivery process, changes or cancellations may no longer be possible.

Payment

Payment before delivery. Orders must be paid in full before they can be dispatched. TillPal does not currently offer payment on delivery.

Payment processing. Payments are processed securely through Paystack. TillPal does not store your full card details.

Payment processing fee. Paystack's applicable payment processing charge is passed on to the customer and included in the final checkout breakdown.

Final amount. The final amount shown at checkout includes the product total, delivery fee and any applicable payment processing fee. This is the amount you should expect to pay.

Failed payments. If your payment is unsuccessful, your order will not be confirmed. You may retry using an available payment method.

Currency. All TillPal prices and charges are displayed in Nigerian Naira.

Important

Take a moment to review your order and final payment breakdown before confirming. We show applicable charges upfront so you know what you are paying.

Getting Your Order

TillPal provides same-hour delivery within our active service areas. We aim to get your order to you quickly, although the actual delivery time can vary depending on the merchant, rider availability and conditions on the road.

Estimated delivery time. Most orders are expected to arrive within approximately 30–60 minutes of ordering. This is an estimate rather than a guaranteed delivery time.

Be available. Please place your order to an address where you or a designated recipient will be available and reachable during the expected delivery window.

Your delivery address. You are responsible for providing a complete and accurate delivery address. An incorrect or incomplete address may prevent your rider from completing the delivery.

If you cannot receive your order. If your rider arrives and cannot reach you or your designated recipient after reasonable attempts, the order may be returned to the merchant. The delivery fee will not be refunded, and any refund for the products will depend on the circumstances.

Delivery confirmation. TillPal may send a one-time verification code through WhatsApp or another supported channel. Your rider may ask for this code to confirm that the order is being handed to the intended recipient.

Delivery updates. We may send notifications as your order moves through key stages, including order confirmation, rider dispatch and delivery.

Delivery delays. Delivery times may be affected by traffic, road conditions, weather, fuel availability, network or infrastructure issues, merchant preparation time, or other circumstances outside TillPal's reasonable control.

Delivery area. TillPal only delivers within its active service areas. Your delivery address must be within the service area shown as available when you place your order.

When delivery is complete. Once your order has been delivered to the address provided and delivery has been confirmed through the applicable delivery process, TillPal may treat the order as successfully delivered.

Important

Please only order to a location where someone can receive the order within the expected delivery window. This helps your rider complete the delivery smoothly.

If Something Is Wrong With Your Order

We want to know as soon as possible if something is wrong with your order. Please check your items when they arrive and contact TillPal Support if you notice a problem.

Check your order. When your order arrives, or as soon as reasonably possible afterwards, check that the items and quantities match what you ordered and that the products appear to be in suitable condition.

Report issues within 24 hours. Please report missing items, incorrect items, damaged products, products that are materially different from their listing, or other significant issues to TillPal Support within 24 hours of delivery.

Helping us investigate. When reporting an issue, please provide photographs or other information that can help us understand what happened. Where possible, keep the affected product and its packaging until our review is complete.

Reports after 24 hours. Issues reported more than 24 hours after delivery may be more difficult to verify and cannot always be guaranteed a resolution. We may still review exceptional circumstances or issues that reasonably require more time to identify.

Medicines and health products. If a medicine or other health product appears to be incorrect, damaged, expired or potentially unsafe, contact TillPal Support immediately. Please do not use or consume the product until the concern has been addressed.

How to contact us. Please report order issues through the TillPal Support channel available in the app or through the support contact provided by TillPal.

Important

The sooner you report a problem, the easier it is for us to investigate and help. For medicines or potentially unsafe products, please contact us immediately rather than waiting.

Cancellations & Refunds

We understand that plans can change and that sometimes an order may not go as expected. What happens next depends on when the cancellation is requested and what happened with the order.

Cancellations

Before rider dispatch. You may request a cancellation before a rider has been dispatched. Because orders can begin being prepared shortly after payment, cancellation may not always be possible once fulfilment is underway.

After rider dispatch. Once a rider has been dispatched to collect your order, the order cannot be cancelled.

If TillPal cancels. TillPal may cancel an order if the merchant cannot fulfil it, an item becomes unavailable, delivery cannot reasonably be completed, or another operational issue prevents fulfilment. Where the cancellation is outside your control, the applicable amount will be refunded.

Repeated cancellations. Repeated or unusual cancellation activity may result in your account being reviewed. We will consider the circumstances before taking any action.

Refunds

When a refund may apply. A refund may be provided where an order was not delivered, contains missing or incorrect items, contains a product that is materially different from its listing, or another issue is confirmed to have occurred during fulfilment or delivery.

When a refund may not apply. A refund may not be available where the issue was caused by information or actions within your control, such as providing an incorrect delivery address or being unavailable to receive the order. A correctly delivered product that matches its listing is generally not refundable simply because you changed your mind or did not like it, unless applicable law provides otherwise.

Refund decisions. TillPal reviews refund requests using the information reasonably available, including order records, delivery information, photographs and communications. We aim to handle refund requests fairly and consistently.

Refund processing. Where a refund is approved, it will be returned through the original payment method. Processing times depend on the payment provider and banking system and may take several working days to appear in your account.

Delivery fees. Where a refund is provided because of an issue attributable to the merchant or TillPal, the applicable delivery fee may also be refunded. Where the issue was caused by the customer, the delivery fee will generally not be refunded.

Note

If something goes wrong with your order, please give us the opportunity to review it and find the appropriate resolution. The earlier you contact us, the easier it is for us to help.

Using TillPal Fairly

TillPal is a shared platform used by customers, merchants and riders. We want everyone to have a safe and positive experience, so we ask that you use the service honestly, lawfully and respectfully.

Respect for others. Please treat TillPal riders, merchants and their staff respectfully. Threatening, abusive, violent or harassing behaviour is not acceptable.

Honest complaints. Complaints, refund requests and disputes should be truthful and based on what actually happened. Honest feedback and genuine complaints are welcome.

Fraud and misuse. You must not use TillPal to commit fraud, abuse promotions or refunds, place fake orders, manipulate the platform, or obtain products or services through dishonest means.

Chargebacks. If you have an issue with an order, please contact TillPal Support first so we have an opportunity to investigate and help. Deliberately initiating a fraudulent or bad-faith chargeback may result in account restrictions and recovery of amounts improperly disputed.

Merchant contact information. Contact information obtained through TillPal should only be used for purposes connected with your order. Please do not use it to deliberately move transactions away from TillPal.

Lawful use. TillPal must only be used for lawful purposes. You must not use the platform to purchase, distribute or facilitate the sale of prohibited or illegal goods or services.

Account action. Where there is reasonable evidence of serious abuse, fraud, unlawful activity or behaviour that puts customers, merchants, riders or TillPal at risk, we may restrict, suspend or close the relevant account.

Note

If something goes wrong with your order, tell us what happened and give us the opportunity to help. We welcome honest complaints and genuine concerns.

What TillPal Is Responsible For

TillPal is responsible for providing the marketplace, payment and delivery services described in these Terms. We will make reasonable efforts to provide these services reliably, while recognising that some parts of an order are outside our direct control.

Products. Products sold through TillPal are provided by independent merchants. The merchant is responsible for the accuracy, quality, condition, safety and legality of the products they sell.

Delivery. TillPal is responsible for coordinating delivery once the rider takes custody of your order. We will make reasonable efforts to deliver your order safely and within the estimated delivery window.

Service availability. We aim to keep TillPal available and working reliably, but the platform or individual features may occasionally be unavailable due to maintenance, technical problems, outages or third-party service issues.

Events outside our control. Delivery and service availability may be affected by circumstances such as traffic, road conditions, weather, fuel availability, network or infrastructure failures, civil unrest, or other events outside TillPal's reasonable control. We will make reasonable efforts to minimise their impact.

Information you provide. TillPal relies on the information you provide to process and deliver your order. We cannot be responsible for problems caused by incorrect or incomplete information, including an incorrect delivery address or unreachable contact details.

Responsibility for losses. Each party is responsible for losses caused by matters within its reasonable control, subject to applicable law and these Terms.

Limits of liability. To the extent permitted by applicable law, TillPal's liability arising from a particular order will not exceed the total amount you paid for that order.

Important

Nothing in these Terms is intended to remove any consumer right, remedy or liability that cannot lawfully be excluded or limited under Nigerian law.

Your Information & Privacy

TillPal needs certain information to create your account, process your orders and deliver them to you. We handle your personal information in accordance with applicable data-protection requirements and our Privacy Policy.

Information we collect. Depending on how you use TillPal, we may collect information such as your name, phone number, email address, delivery address, order history and information needed to process your payments.

How we use your information. We use your information to provide and improve TillPal, process orders and payments, coordinate deliveries, communicate with you, provide customer support, prevent fraud and maintain the security of the platform.

Location information. Where you enable location services, TillPal may use your location to help identify your delivery location, coordinate rider dispatch and improve your delivery experience. You can manage location permissions through your device settings.

Sharing information. We may share information necessary to fulfil your order with the merchant supplying your products and with the rider or delivery personnel handling your order. This may include your delivery address and contact information where needed to complete the order.

Order history. Information about your orders may be retained on your account so you can view your purchase history and so TillPal can provide support, maintain accurate records and meet applicable legal or regulatory requirements.

Service providers. We may share information with service providers that help us operate TillPal, where necessary to provide our services and subject to appropriate safeguards.

No sale of personal data. TillPal does not sell your personal information to third parties.

Your privacy rights. Depending on applicable law, you may have rights relating to the personal information we hold about you. Our Privacy Policy explains how we collect, use, store and protect your information and how you can exercise applicable rights.

Note

Your order information helps us get your order to you and provide the TillPal service. For full details about how we handle personal information, please see our Privacy Policy.

Changes to These Terms

As TillPal grows and our services develop, we may need to update these Terms. We will try to make important changes clear before they take effect.

Updates. We may update these Terms from time to time to reflect new features, changes to our services, operational improvements, legal requirements or other legitimate business needs.

Important changes. Where a change materially affects your rights or obligations, we will provide reasonable notice through the app, email or another appropriate communication channel before the change takes effect.

Reviewing the Terms. The latest version of these Terms will be made available through TillPal. We encourage you to review them from time to time so you are aware of any changes.

Continuing to use TillPal. If you continue to use TillPal after updated Terms take effect, this will generally mean that you accept the updated Terms. If you do not agree with a material change, you should stop using the service.

Existing orders. Changes to these Terms will generally apply from their effective date and will not retroactively change the terms that applied to an order already confirmed, unless required by law or otherwise agreed.

Note

We will make reasonable efforts to let you know before an important change takes effect.

Governing Law & Disputes

We hope most issues can be resolved quickly and fairly through TillPal Support. If a dispute cannot be resolved through our support process, the formal remedies available under Nigerian law remain available to you.

Contact us first. If you have a problem with an order or the TillPal service, please contact TillPal Support first. We will review the matter and make a reasonable effort to resolve it fairly.

Governing law. These Terms are governed by the laws of the Federal Republic of Nigeria.

Formal resolution. If a dispute cannot be resolved through the TillPal support process, either party may pursue the remedies and dispute-resolution processes available under applicable Nigerian law.

Jurisdiction. Subject to applicable Nigerian law, disputes relating to these Terms will be handled by the courts with appropriate jurisdiction in Akwa Ibom State.

Your legal rights. Nothing in these Terms prevents you from exercising any consumer right or seeking any remedy that cannot lawfully be excluded or limited under Nigerian law.

Note

If something goes wrong, please give us the opportunity to help first. Our goal is to resolve problems quickly and fairly without unnecessary formal proceedings.