Terms and Conditions

1.1 In these Terms, "Customer" means a person who requests a delivery through the Pickah platform. "Rider" means an independent contractor who accepts and fulfils delivery requests through the Pickah platform. "Business Account" means an account used by a business for fleet management and repeat deliveries. "Services" means the delivery matching, tracking, communication, and related services made available through the Pickah platform. "Platform" means the Pickah mobile application and website, together with any related services.

2.1 The Pickah platform is intended for use by individuals aged eighteen years and above. By using the Pickah platform, whether as a Customer or as a Rider, you confirm that you are at least eighteen years old and that you have the legal capacity to enter into these Terms.

3.1 Pickah is a technology platform that connects Customers who wish to send a package or request an errand with independent Riders able to complete that delivery. The Platform allows a Customer to enter pickup and drop-off details, receive a fare estimate, be matched with an available Rider, and track the delivery until completion.

3.2 Pickah also provides Business Accounts with a fleet management dashboard, allowing a business to coordinate deliveries across multiple assigned Riders, described further in Section 9.

3.3 Pickah facilitates the connection between Customers and Riders and provides the technology, tracking, and support functions described in these Terms. Pickah is not itself a courier, freight carrier, or logistics operator, and does not itself take physical possession of any package.

4.1 A Customer account is created by providing a name, phone number, and email address.

4.2 A Rider account is created by providing a name, phone number, email address, residential address, National Identification Number, a personal photograph, and a photograph of the Rider's vehicle together with the relevant vehicle papers. Pickah verifies each Rider's National Identification Number and identity before approving the Rider to accept delivery jobs.

4.3 A Business Account is created using the same basic information required of a Customer account. A Business Account currently operates with a single administrative user responsible for managing the account and its assigned fleet.

4.4 You are responsible for providing accurate and current information when registering, and for promptly updating that information if it changes. You are responsible for maintaining the confidentiality of your account credentials and for all activity that takes place under your account.

5.1 To request a delivery, a Customer enters the pickup and drop off addresses, the recipient's phone number, and a description of the package being sent. Pickah provides a fare estimate before the request is confirmed.

5.2 Once a Rider accepts a delivery request, the identities and phone numbers of the Customer and the Rider are masked from one another, and communication takes place through Pickah's in-app contact channel until the delivery is completed.

5.3 Pickah tracks the live location of the Customer and the assigned Rider for the duration of an active delivery to support accurate matching and delivery tracking. On completion of a delivery, the Rider takes a delivery confirmation photograph, which serves as evidence that the delivery has been completed.

6.1 Customers pay for a delivery on a pay on delivery basis. Pickah does not process or store a Customer's card or bank account details in connection with payment for a delivery.

6.2 A Rider must fund an in-app wallet through Paystack in order to become eligible to receive delivery requests. A Rider receives their delivery earnings on completion of the delivery, and no further payment step is required.

6.3 Because payment is only collected on completion of a delivery, a cancelled or failed delivery does not reach the payment stage. Any dispute concerning a completed delivery is handled in accordance with Section 14.

7.1 A Rider provides delivery services as an independent contractor and not as an employee, worker, partner, or agent of Pickah. Nothing in these Terms creates an employment relationship, a partnership, or a joint venture between Pickah and a Rider.

7.2 A Rider is responsible for complying with all applicable laws and road safety regulations while performing a delivery, for maintaining any licence, permit, or insurance required for their vehicle, and for the condition and roadworthiness of that vehicle.

7.3 Pickah may suspend or permanently remove a Rider found to have violated these Terms or Pickah's policies, in accordance with Section 15.

8.1 A Customer must not request the delivery of an illegal, counterfeit, or hazardous item, or any item that a Rider could not lawfully transport. A Rider may decline to transport an item reasonably believed to be prohibited or unsafe.

9.1 A Business Account is given access to a fleet management dashboard, allowing the business to assign deliveries across multiple Riders. A Rider must give their consent before being added to a Business Account's fleet, and only the Rider's phone number or email address is shared with the Business Account for this purpose.

9.2 A Business Account currently operates with a single administrative user. The business is responsible for the security of that administrative user's credentials and for all activity carried out under the Business Account.

10.1 Pickah uses several fraud prevention measures to protect Customers, Riders, and Business Accounts. These include account verification through phone number verification and identity checks for Riders and Business Accounts, GPS tracking to monitor Rider movement during an active delivery, monitoring of unusual or repeated cancellations, Rider rematching where a Rider cancels or becomes unavailable, detection of suspicious activity such as repeated failed deliveries, unusual order patterns, duplicate accounts, and abnormal payment behaviour, additional verification for high-risk deliveries, delivery status tracking with timestamps and location records, monitoring for unauthorised access, and manual review of flagged transactions by Pickah's Trust and Safety team before action is taken. Pickah may introduce additional fraud prevention safeguards without prior notice.

10.2 Where a delivery is flagged for suspected fraud, Pickah will review the available evidence, which may include GPS records, delivery timelines, communication logs, payment records, account history, and statements from the parties involved. Where necessary, Pickah may temporarily pause a payment, place a delivery under review, or temporarily restrict an involved account while the investigation is ongoing. An automated alert alone will not result in permanent enforcement action without further review.

10.3 Depending on the outcome of a fraud review, Pickah may approve and complete the transaction, reverse or cancel the transaction, issue a refund where applicable, warn, suspend, or permanently remove an account involved in fraudulent activity, recover improperly obtained funds where legally permitted, or refer a serious case to law enforcement. A user affected by a fraud review may contact Pickah Support to provide further evidence or request a review of the decision.

11.1 Pickah acts as a technology platform that connects Customers with independent Riders. While Pickah takes reasonable steps to verify Riders and monitor deliveries, it does not guarantee that every delivery will be completed without delay, loss, damage, or theft.

11.2 If an item is lost, damaged, delayed, or stolen, Pickah will investigate the matter using available delivery records, GPS data, communication logs, and information provided by the Customer and Rider. Where the loss or damage is found to have resulted from a Rider's negligence, misconduct, or breach of Pickah's policies, Pickah may assist the Customer in recovering compensation from the Rider and may take disciplinary action against the Rider, including suspension or permanent removal.

11.3 Unless otherwise required by law or covered by an insurance or protection programme offered by Pickah, Pickah's financial liability for a lost, damaged, delayed, or stolen item is limited to the delivery fee paid for the affected order. Pickah is not responsible for a loss resulting from inadequate packaging, a prohibited item, inaccurate delivery information, a force majeure event, traffic delay, an accident beyond reasonable control, or a circumstance caused by the sender or the recipient. Customers are encouraged to insure high-value items where appropriate.

12.1 Pickah requires all Riders to comply with applicable laws, road safety regulations, and Pickah's community guidelines. In the event of misconduct, an accident, or a safety incident, Pickah will investigate the matter promptly, and may suspend or permanently remove a Rider found to have violated Pickah's policies, and will cooperate with law enforcement and regulatory authorities where required.

12.2 A Rider is responsible for their own actions and legal obligations while performing a delivery. Pickah is not liable for a personal injury, property damage, or loss caused by the unlawful or negligent act of an independent Rider, except where liability cannot legally be excluded or where the incident resulted directly from Pickah's own negligence.

12.3 An emergency incident should be reported immediately to local emergency services before contacting Pickah Support.

13.1 Because Pickah only accepts payment on delivery, a cancelled or failed delivery does not reach the payment stage and does not give rise to a refund in the ordinary course. Where a Customer or a Rider believes a delivery was mishandled, the matter should be reported to Pickah Support for review under Section 14.

14.1 The affected party should report a dispute through the Pickah app or Pickah Support within forty eight hours of the delivery in question.

14.2 Pickah will gather relevant information, including delivery records, GPS tracking, timestamps, photographs, chat history, call logs, payment records, and statements from the parties, and will independently review the available evidence, requesting additional information where necessary.

14.3 Pickah will communicate its findings and any applicable resolution, which may include a refund, compensation where applicable, an account warning, a Rider penalty, or dismissal of the claim where the evidence is insufficient.

14.4 A party who believes a decision was based on incomplete or incorrect information may submit one appeal within seven days, providing any new supporting evidence.

14.5 If a dispute cannot be resolved internally, either party may pursue any legal remedy available under applicable Nigerian law. Pickah reserves the right to suspend an account involved in fraudulent, abusive, or dishonest activity while an investigation is ongoing.

15.1 Pickah may suspend, restrict, or permanently terminate a Customer, Rider, or Business Account, with or without prior notice where permitted by law, where the account holder violates these Terms or a Pickah policy, provides false, misleading, or fraudulent information, creates multiple unauthorised or fake accounts, engages in fraud, payment abuse, or chargeback fraud, uses the Platform for an illegal or unauthorised activity, harasses, threatens, abuses, or endangers a Customer, Rider, business, or Pickah staff member, attempts to manipulate pricing, ratings, referrals, or promotions, interferes with the security or integrity of the Platform, repeatedly cancels orders or otherwise abuses Pickah's Services, transports a prohibited or dangerous item, fails to comply with an applicable law or regulatory requirement, or otherwise poses a risk to the safety, security, or reputation of the Pickah community.

15.2 Pickah may temporarily suspend an account while investigating a suspected violation. A user may contact Pickah Support to appeal a suspension or to provide additional information for review.

16.1 A user must not create a fake, duplicate, or impersonated account, place a fraudulent or intentionally misleading delivery request, use a stolen or unauthorised payment method, transport an illegal, counterfeit, or hazardous item, harass, threaten, discriminate against, intimidate, or abuse a Customer, Rider, business, or Pickah employee, provide false pickup or delivery information, attempt to bypass the Pickah platform to avoid applicable fees or policies, manipulate a rating, review, referral, or incentive programme, hack, introduce malware into, reverse engineer, or attempt unauthorised access to the Platform, interfere with a delivery, falsify a delivery confirmation, intentionally cause a delay, or otherwise violate an applicable law or regulation while using Pickah.

16.2 A violation of clause 16.1 may result in a warning, cancellation of an order, suspension or permanent termination of an account, forfeiture of an incentive or earning, recovery of a loss where permitted by law, and referral to a law enforcement authority where appropriate.

17.1 All text, graphics, logos, and software on the Pickah platform are the property of Pickah or its licensors and are protected by applicable intellectual property laws. You may not copy, reproduce, or distribute any part of the Pickah platform without Pickah's prior written consent.

18.1 The Pickah platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, Pickah's aggregate liability arising out of or relating to these Terms or the use of the Pickah platform is limited as set out in Sections 11 and 12. Nothing in these Terms is intended to exclude or limit any liability that cannot lawfully be excluded or limited under applicable law.

19.1 You agree to indemnify and hold Pickah harmless from a claim, loss, liability, or expense, including reasonable legal costs, arising out of your breach of these Terms, your violation of an applicable law, or your provision of false or misleading information in connection with the Pickah platform.

20.1 These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria, without regard to conflict of law principles.

20.2 Before commencing legal proceedings, the parties agree to make reasonable efforts to resolve a dispute through good faith negotiation and Pickah's internal dispute resolution process described in Section 14.

20.3 If a dispute cannot be resolved amicably, it shall be submitted to a court of competent jurisdiction in Nigeria, which shall have exclusive jurisdiction over a claim arising out of or relating to these Terms or the use of the Pickah platform. Nothing in these Terms limits a mandatory legal right available to a user under applicable law.

21.1 Pickah may update these Terms from time to time to reflect a change in its Services, its operations, or applicable law. Where a change is significant, Pickah will take reasonable steps to bring it to your attention, including by updating the date at the top of these Terms. Continued use of the Pickah platform after a change takes effect constitutes acceptance of the updated Terms.

If you have a question about these Terms, please contact us using the details below.