Subscription Terms & Delivery Guidelines
Last Updated: Sept, 2025
These Subscription Terms & Delivery Guidelines (“Terms”) govern your use of eFTD Africa’s subscription-based delivery services. By subscribing, you agree to these Terms, which are supplemental to our main Terms and Conditions.
- Subscription Plans
- Subscriptions give you a fixed number of delivery credits (20, 42, 87, or 228), each valid for one package pickup and delivery within Lagos from your registered pickup spot.
- 1 credit = 1 package pickup + delivery from your registered pickup spot.
- Each subscription is tied to the business account that purchased it and is non-transferable.
- Subscriptions must be fully paid upfront before activation.
- Validity & Expiry
- Each plan has a validity window (e.g., 30 days) starting from the activation date.
- Any unused pickup at expiry are forfeited and cannot be rolled over or refunded.
- Renewal must be purchased before or at the end of the validity period to avoid service interruptions.
- Delivery Coverage
- Subscription deliveries are valid only for intra-city deliveries within Lagos from approved pickup locations.
- Pickup Restrictions: Subscribers must register a pickup address within eFTD’s approved pickup zones. We do not pick up from the following locations: Agbara, Ijedodo, Ajangbadi, Ikorodu, Alagbado outskirts, Ishaga Road, Alagbole, Jankara, Alakuko, Ojo, Awoyaya, Ojodu Berger outskirts, Badagry, Opic, Epe, Sango, Ibeju, Tradefair.
- Delivery Restrictions: Subscriptions do not cover deliveries to extended service areas, which include: Agbara, Ijedodo, Ajangbadi, Ikorodu, Alagbado outskirts, Ishaga Road, Alagbole, Jankara, Alakuko, Ojo, Awoyaya, Ojodu Berger outskirts, Badagry, Opic, Epe, Sango, Ibeju.
- Deliveries to these restricted or extended service areas must be booked separately at standard interstate or out-of-coverage rates.
- International and interstate deliveries are not included under subscription plans and must be booked separately at standard rates.
- Each subscription delivery must comply with standard size/weight restrictions:
- Maximum weight per order: 3kg or 250 cubic inches in volume.
- Parcels exceeding this limit may incur additional charges if they fit in the rider’s box.
- Packages above 15kg cannot be picked up.
- Booking & Scheduling
- Deliveries must be scheduled through the eFTD Africa customer dashboard.
- Pickup Window is Monday–Saturday, 7:00 AM to 10:00 AM.
- To qualify for same-day delivery, orders must be placed before 8:30 AM. Orders placed after 8:30 AM will be delivered the next business day.
- Same-day pickups are subject to rider availability and cutoff times communicated on the platform.
- Delivery Attempts
- Each pickup includes two delivery attempts. If both attempts fail, the package is returned to the hub and handled under the Returns & Refunds Policy (Section 12).
- Cancellations
- Cancellations must be made at least 2 hours before the scheduled pickup to retain the credit. Later cancellations may be deducted from your plan. Refund eligibility follows the Returns & Refunds Policy (Section 12).
- Customer Obligations
- Provide accurate pickup and delivery addresses, recipient details, and contact numbers. All parcels must include the following detailed delivery information:
- Receiver’s name
- Street name and house number
- City/LGA/Country/Postal Code
- Contact phone numbers
- Customers are responsible for packaging and securing items for shipping. eFTD will not be liable for any damage caused by poor packaging.
- Ensure items comply with eFTD’s prohibited items policy. What You Can’t Ship with eFTD:
- Perishables: Fresh food, cooked meals, or drinks that can spoil easily.
- Hazardous Materials: Batteries, chemicals, flammable items, or pressurized containers.
- Restricted Goods: Items prohibited by law, such as foreign rice or other banned imports.
- If unsure whether your package is allowed, please check with our customer support team before booking.
- eFTD Africa’s Responsibilities
- Provide a reliable, eco-friendly delivery service.
- Keep customers informed via email/SMS of delivery status updates.
- Offer customer support for rescheduling, lost, or damaged items in line with our standard claims policy.
- Customer support is available:
- Mon–Sat: 9:00 AM – 5:00 PM
- Email: info@eftdafrica.com
- Phone: +234 915 436 8523 | +234 701 219 5355
- Liability & Claims
- eFTD Africa is not liable for delays caused by incorrect addresses, absence of recipient, force majeure, or government restrictions.
- For loss or damage, claims must be submitted within 24 hours of the delivery attempt.
- Liability is limited to the declared value of the goods or the plan’s coverage, whichever is lower.
- Termination
- eFTD Africa reserves the right to suspend or terminate subscriptions if terms are violated.
- Customers may terminate subscriptions early but will not receive refunds for unused credit .
- Governing Law
- These Terms are governed by the laws of the Federal Republic of Nigeria.
- Returns & Refunds
- Refusal to Pay Top-Up: If the sender declines additional charges, the order is canceled and returned. Hub pickup = 50% refund; rider return = no refund. Demurrage ₦500/day applies after 48hrs.Where a recipient cannot be reached after two attempts, the package will be returned to the hub. The sender will have
- 24 hours to select a return option (hub collection or rider return, with fees as applicable). Refunds follow the same structure as Section 12(a).
- Customer-Initiated Returns After Delivery: Returns initiated by the recipient after a successful delivery (e.g., due to incorrect or damaged items) must be booked as a new order. No refund is provided under the original order.
- Cancellation After Pickup: Where a sender cancels after a package has been collected, the order will be treated as a refusal to pay top-up (Section 12(a)).
- Cancellation Before Pickup: If a sender cancels prior to rider pickup, a full refund will be issued.
- Returns Due to eFTD Error: Where eFTD is at fault (e.g., misdelivery), a full refund will be issued. No return fees apply.
- Force Majeure: Where delivery cannot be completed due to events outside eFTD’s control (e.g., extreme weather, protest, government restrictions), refunds will be assessed on a case-by-case basis. Return fees may be waived at eFTD’s discretion
- Handling & Storage: If no return option is selected within 48 hours of notification, a demurrage fee of ₦500/day will apply until collection or return is arranged.
Note: These Terms are specific to subscription customers. For all other services, the main Terms & Conditions apply.
.svg)
.svg)
.svg)
.svg)
.svg)
