Customer Terms
These terms govern your use of TillPal as a customer. They explain what you can expect from us and what we expect from you when placing orders through the platform.
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. You pay through our payment partner Paystack (card, bank transfer or USSD), or with TillPal credit. TillPal never sees or stores your card details or bank login.
Payment processing fee. When you pay through Paystack, its fee is passed on at cost and shown as its own line at checkout. Paying with TillPal credit has no fee. See Paying with Paystack & TillPal Credit below.
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.
Paying with Paystack & TillPal Credit
At checkout you choose one of two ways to pay: Paystack, or your TillPal credit.
Paying with Paystack
Card, transfer or USSD. Paystack, our payment partner, opens a secure window where you pay by card, bank transfer or USSD. TillPal never sees your card details or bank login.
The Paystack fee. Paystack charges a fee on each payment. Checkout shows it on its own line before you pay, passed on at cost with nothing added: … of the total you pay (including this fee), plus … on payments of … or more, up to …, rounded up to the next naira. On a … order, for example, it's ….
When your order goes through. Your order goes through as soon as Paystack confirms your payment. If a payment doesn't go through, your order isn't placed and you can try again.
TillPal credit
What it's for. TillPal credit pays for orders on TillPal, with no fee. The whole order comes out of your credit: one order can't be split between credit and Paystack.
Your credit limit. You can hold up to … in TillPal credit.
It never expires. Your credit doesn't expire. It's there whenever you next need it.
Spend only. Credit can't be withdrawn as cash or sent to another person or account. The one exception: for … days after money became credit, you can ask for it to be refunded to the bank account that sent it. After that, contact TillPal Support.
Credit we give you. If our team adds credit as a goodwill gesture, you can spend it like any other credit, but it can't be refunded.
Cancelled orders. If an order you paid with credit is cancelled or refunded, the money goes back to your credit.
Keeping it safe. The first time you pay with credit on a new phone or browser, we email you a code to confirm it's you.
Your TillPal account number
What it is. To add money to your credit, you can open your own TillPal account number: a bank account number in your name, provided through Paystack. Money you send to it from any bank is added to your credit automatically, usually within minutes.
Checking your BVN first. Nigerian rules require us to confirm who you are before we hold money for you, so we check your BVN first. Paystack checks it against a bank account in your own name, and we open your account number once the check passes.
TillPal doesn't keep your BVN. We only keep whether the check passed, the name it matched, and the phone number you gave us for the account.
One account per BVN. You can only use your BVN on one TillPal account. If we tell you your BVN is already in use and you've never used it on TillPal, contact support right away so we can look into it.
The top-up fee. Paystack charges … on money sent to your account number, up to …. It comes off the amount added: send …, for example, and … is added to your credit.
Over your limit. If money you send would take your credit over …, the part over the limit goes straight back to the bank account that sent it.
Refunds of credit
Back to where it came from. A refund of credit only ever goes back to the bank account that sent the money. We never send it to a different account, and our team can't either. This protects you if someone else ever gets into your TillPal account.
Confirming it's you. Before a refund you ask for, we email you a code to confirm it's really you. You can ask for up to … refunds a day.
How long it takes. A refund usually reaches the sender's bank account within 1 to 2 business days. Banks occasionally take a little longer.
If a refund doesn't go through. Now and then a bank refuses a refund, for example if the sending account has been closed. If that happens, our team works with Paystack to get it to you and keeps you posted. Your money stays safe with us until it's sorted, and it only ever goes back to the account it came from.
Older payment account numbers
They're being closed. Before account numbers needed a BVN check, some customers were given a TillPal account number for paying at checkout. We're closing these, and we'll tell you the date at least 7 days before. Older versions of our app may show it at checkout until then.
Money sent to one. Money sent to an older account number that doesn't pay an open checkout is kept for you to choose: a refund to the sender, or TillPal credit (up to … until your BVN is checked; anything over is held until it is). If you don't choose within … days, we refund it to the sender. The same applies when an order paid this way is cancelled. Paystack's top-up fee comes off what you get back or keep.
If a bank takes money back
Reversals. Very occasionally, the sender's bank reverses a payment after it reached us, for example when it was sent without the account holder's permission. If that happens, we remove the matching amount from your credit. If some of it was already spent, your credit balance may go below zero, and you won't be able to pay with credit until it's settled. We'll get in touch to explain what happened and sort it out with you.
Note
If anything about a payment, a refund or your credit doesn't look right, contact us. We'd much rather help early.
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 tell us 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 it in the app. Open the delivered order in the TillPal app and choose Report a problem for missing items, incorrect items, damaged or expired products, products that are materially different from their listing, or other significant issues. Reporting within … hours of delivery is the quickest way to get it put right.
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.
Reporting later. After … hours you can still report a problem in the app or contact TillPal Support. Our team reviews every late report; we don't turn a report down just because it's late, though a problem reported long after delivery can be harder to check.
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. Use Report a problem on the delivered order, or the TillPal Support channel in the app.
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 can ask TillPal Support to cancel an order 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 for an order you paid through Paystack, it goes back to the card or account you paid with, usually within a few business days, depending on your bank. For an order paid with credit, it goes back to your credit straight away. See Paying with Paystack & TillPal Credit for the details.
Time limits at a glance. Report a problem with a delivered order within … hours for the quickest help; later reports are reviewed by our team. TillPal credit can be refunded to the sender by you for … days after it was added, and after that through TillPal Support; credit never expires. If a refund fails, our team handles it, and it only ever goes back to the account that sent the money.
Your legal rights. Nothing in these terms affects your rights under Nigerian consumer protection law.
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 affects your rights or obligations, we'll show you what changed in the app the next time you check out, and ask you to accept it before your order goes ahead.
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.
Accepting changes. Each version of these Terms has a version number and date at the top. When a change affects what you've agreed to, we'll show you what changed and ask you to accept the new version before your next order. You can always read the full Terms first. If you don't agree, you're free to stop using TillPal, and anything we owe you, such as a refund or your TillPal credit, stays yours.
Figures in these Terms. Some amounts and time limits in these Terms, like fees, caps and the number of days you have to choose, are shown as they currently apply. If one of them changes, we'll ask you to accept the new figures too.
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
You'll never be signed up to new terms without seeing them first: we ask you at checkout, and the full terms are always one tap away.
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.