GENERAL TERMS AND CONDITIONS FOR OTAYO KIAKIA ERRAND AND LOGISTICS SERVICE
GENERAL TERMS & CONDITIONS
OTAYO KIAKIA ERRAND & LOGISTICS SERVICE
Call/WhatsApp: 09131175899
IMPORTANT DRAFT NOTE
These Terms & Conditions are intended as a business-use draft and should be reviewed by a qualified Nigerian legal professional before publication or reliance, particularly for licensing, liability, consumer protection and data-protection compliance.
SECTION 1 — INTRODUCTION & ACCEPTANCE
These Terms & Conditions govern the use of OTAYO KIAKIA Errand and Logistics Service (“OTAYO KIAKIA”, “we”, “us” or “our”) and apply to all customers (“you” or “the client”) who request or use our services.
OTAYO KIAKIA provides errand and logistics services, including pickup and delivery, food delivery, e-commerce delivery, nationwide delivery, international delivery and other related services.
By requesting, booking or using any of our services, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
These Terms & Conditions set out the rights, responsibilities and obligations applicable to both OTAYO KIAKIA and its customers in connection with the services provided.
Official Communication: Customers should conduct bookings, instructions, payments and other official transactions directly through OTAYO KIAKIA’s authorized communication channels: Call/WhatsApp: 09131175899. Customers should not rely on unauthorized instructions, payment requests or arrangements made outside our authorized communication channels.
SECTION 2 — OUR SERVICES
OTAYO KIAKIA Errand and Logistics Service provides a range of delivery, logistics and errand solutions for individuals, businesses, vendors and other customers.
2.1 Pickup & Delivery — Collection of packages, items or goods from a designated pickup location and delivery to the specified recipient or destination.
2.2 Local Delivery — Delivery services within Offa and its surrounding service areas, subject to our available coverage and operating conditions.
2.3 Food Delivery — Pickup and delivery of food and related orders from restaurants, food vendors and other designated locations to customers.
2.4 Errand Services — Purchasing, collecting, submitting, delivering or carrying out other approved errands on behalf of customers.
2.5 E-Commerce Delivery — Last-mile delivery services for online vendors, retailers and e-commerce businesses, including delivery of orders to their customers.
2.6 Payment Collection — Where specifically agreed, OTAYO KIAKIA may collect payments from customers or recipients on behalf of vendors, businesses or other clients.
2.7 Nationwide Delivery — Coordination of deliveries to destinations outside our local service area through appropriate transportation or logistics channels.
2.8 International Delivery — Where available and agreed, OTAYO KIAKIA may facilitate movement of packages to international destinations through appropriate logistics or transportation providers.
2.9 Other Logistics Services — OTAYO KIAKIA may provide other related logistics, pickup, delivery or errand services based on customer requirements and operational capacity.
Service Availability — Not every service is available in every location or at all times. Service availability may depend on location, package type, rider availability, operating hours, transportation arrangements and other applicable conditions. OTAYO KIAKIA may decline a service request where we reasonably determine that the requested service cannot be safely, legally or practically carried out.
SECTION 3 — BOOKING & CUSTOMER INFORMATION
Customers must provide complete, accurate and up-to-date information when placing an order or booking a service.
3.1 General Booking Information — Depending on the service, customers may be required to provide their name, active and reachable phone number, pickup/collection location, delivery/recipient location, recipient name and contact number, a clear description of the requested service or item, and relevant special instructions.
3.2 Local Pickup & Delivery — Customers must provide pickup person's name/contact, pickup address, recipient name/contact, delivery address, and relevant package information.
3.3 Errand Service Bookings — Customers must provide a clear description of the item or task, quantity and preferred specifications, preferred vendor/shop/location where known, approved budget or purchase amount where applicable, delivery location, recipient name, active contact number and relevant instructions.
3.4 Nationwide & International Bookings — These require the same core sender, package, destination and recipient information, together with additional information or documentation reasonably required by the destination, carrier, customs authority or other relevant provider.
3.5 E-Commerce/Vendor Bookings — Vendors and logistics partners must provide vendor/business details, an active vendor contact number, recipient name and active contact number, complete delivery address, order/package details, amount to be collected where applicable, payment status and relevant delivery instructions.
3.6 Active & Reachable Contact Numbers — Customers must provide active and reachable contact numbers for pickup and delivery points. Customers are responsible for ensuring that the provided numbers can receive calls and messages during the relevant pickup and delivery period. A number that is switched off, unreachable, placed on Do Not Disturb (DND), or otherwise unavailable may result in a delayed or failed service, and applicable additional charges may apply.
3.7 Package Information — Customers must provide accurate and sufficient information about packages where applicable, including description, estimated value, weight, size/dimensions, quantity and special handling requirements. Customers must not conceal or misrepresent contents, condition or nature of a package.
3.8 Accuracy of Information — Customers are responsible for ensuring information supplied to OTAYO KIAKIA is accurate, complete and up to date. OTAYO KIAKIA shall not be responsible for delays, failed deliveries, incorrect deliveries or additional costs arising from incorrect, incomplete, outdated or misleading information supplied by the customer, subject to applicable law.
3.9 Customer Instructions — Customers should provide all relevant delivery, pickup and handling instructions at booking. OTAYO KIAKIA may contact the customer, sender or recipient to confirm information or clarify instructions. Where information cannot reasonably be confirmed, OTAYO KIAKIA may delay, suspend or decline the service until clarification is obtained.
SECTION 4 — PROHIBITED & RESTRICTED ITEMS
OTAYO KIAKIA does not accept, transport or facilitate delivery of items that are illegal, prohibited, restricted without required authorization, or cannot be safely handled.
4.1 Illegal & Prohibited Items — Customers must not submit items prohibited under applicable Nigerian law or by relevant authorities. Examples include illegal drugs, narcotics and controlled substances; human body parts, human remains or biological materials prohibited by law; explosives, firearms, ammunition and other unlawful weapons; flammable, highly combustible or dangerous substances; poisonous, toxic or hazardous materials; stolen goods or items connected to unlawful activities; counterfeit or illegally obtained goods; obscene or unlawful materials; and other items whose possession, transportation or distribution is prohibited by law.
4.2 Restricted Items — Some items may require special handling, permits, licences or other legal conditions. The customer is responsible for obtaining and providing required authorization or documentation before acceptance. OTAYO KIAKIA may refuse items where legality, safety, documentation or eligibility cannot reasonably be established.
4.3 Right to Inspect — Where reasonably necessary for safety, security, legal or operational purposes, OTAYO KIAKIA may request information about package contents and may inspect or require the package to be opened before acceptance, subject to applicable law. Customers must not conceal, misrepresent or deliberately provide false information.
4.4 Discovery of Prohibited Items — OTAYO KIAKIA may refuse or suspend delivery, return or hold the package where lawful and practicable, take appropriate safety measures, and/or report the matter to relevant law-enforcement or regulatory authorities where required or considered necessary. The customer may be responsible for reasonable costs or losses arising from submission of an illegal, prohibited or improperly declared item, subject to applicable law.
4.5 Customer Responsibility — Customers are responsible for ensuring every submitted item complies with applicable laws and these Terms & Conditions.
SECTION 5 — PACKAGING & ITEM CONDITION
Customers are responsible for ensuring items presented for delivery are reasonably packaged and suitable for transportation.
5.1 Customer-Provided Packaging — For local pickup and delivery, customers are generally expected to have items properly packaged before the rider arrives. Packaging should suit the item and protect it during normal handling and transportation. Special packaging needs should be disclosed before dispatch.
5.2 OTAYO KIAKIA Packaging Service — Where available, OTAYO KIAKIA may provide packaging or repackaging for an additional fee communicated before the service. Packaging type depends on the nature, size, weight and handling requirements.
5.3 Nationwide & International Shipments — OTAYO KIAKIA may require packages to meet packaging standards suitable for third-party logistics providers, transport companies, airlines, courier companies or other carriers. If original packaging is inadequate, OTAYO KIAKIA may request repackaging, offer repackaging for a fee, or decline the shipment where it cannot be safely packaged.
5.4 Fragile, Liquid & Sensitive Items — Customers must disclose fragile, liquid, perishable, breakable or special-handling items. Additional packaging/handling charges may apply. OTAYO KIAKIA may decline an item where safe transportation cannot reasonably be provided.
5.5 Accurate Declaration — Customers must not conceal, misrepresent or incorrectly declare package contents.
5.6 Packaging and Liability — Customers are responsible for damage or loss resulting from inadequate, defective or inappropriate packaging, subject to applicable law and the liability provisions of these Terms & Conditions.
SECTION 6 — PICKUP & DELIVERY
OTAYO KIAKIA will make reasonable efforts to collect and deliver packages, items or orders according to information and instructions provided by the customer.
6.1 Pickup Arrangements — Packages must be ready at the agreed pickup location when the rider arrives. The pickup person should be available and reachable. If the package is not ready, pickup person is unavailable, or information is incorrect/incomplete, delivery may be delayed or treated as a failed pickup, and applicable additional charges may apply.
6.2 Delivery Arrangements — Customers are responsible for ensuring the recipient is available and reachable at the delivery location and that the address and directions are accurate.
6.3 Doorstep Delivery — Unless otherwise agreed, local deliveries are made to a reasonably accessible ground-level location close to where the motorcycle can safely stop. If the customer or recipient requires the rider to enter a building, climb stairs, access an office, shop, compound or other location beyond the normal accessible delivery point, the customer must inform OTAYO KIAKIA at booking or before dispatch. Such arrangements may attract an additional service charge. Rider safety and safe parking/stopping will be considered when determining the delivery point.
6.4 Package Size and Handling — Packages must be of a size and nature that can reasonably and safely be transported using the available vehicle or transportation method. OTAYO KIAKIA may decline or require an alternative transportation arrangement for items that are too large, unusually heavy, unsafe or unsuitable for the assigned method.
6.5 Recipient Unavailability — If the recipient cannot be reached or is unavailable, OTAYO KIAKIA may contact the customer. The package may be returned, held temporarily or a further delivery attempt arranged, depending on circumstances. Applicable return, storage or redelivery charges will follow these Terms & Conditions.
6.6 Customer and Recipient Cooperation — Customers and recipients must reasonably cooperate with OTAYO KIAKIA and riders. They must not instruct a rider to undertake unsafe, unlawful or unauthorized activity.
SECTION 7 — DELIVERY TIMEFRAMES
OTAYO KIAKIA will make reasonable efforts to complete services within the estimated timeframe communicated. Delivery times may vary by destination, distance, transportation arrangements, traffic, weather, transport-provider availability and other circumstances.
7.1 Local Deliveries — Local delivery times may vary with rider availability, traffic, weather, order volume, pickup/recipient availability and other operational circumstances.
7.2 Nationwide Transit — Estimated transit time is generally 12–24 hours, depending on destination, distance and transportation arrangements. Some destinations may require more than 24 hours.
7.3 Nationwide Doorstep Delivery — Where available, estimated doorstep delivery is generally 24–48 hours, depending on destination and distance. Some destinations may require more than 48 hours due to distance, schedules, route availability, traffic, weather, recipient availability or other circumstances.
7.4 International Deliveries — Timeframes vary by destination, provider, customs, clearance, documentation and other factors. International shipments may take longer than an initial estimate.
7.5 Delays — Where OTAYO KIAKIA becomes aware of a significant delay, we may notify the customer or relevant party and provide available status information.
7.6 Estimated Timeframes, Not Guaranteed Deadlines — Unless expressly agreed otherwise in writing, delivery timeframes are estimates and not guaranteed deadlines. Delivery may take longer where circumstances affecting the shipment make this reasonably necessary.
SECTION 8 — PRICING, PAYMENT & CHARGES
OTAYO KIAKIA will communicate applicable service charges before the service is carried out, where reasonably practicable. Charges may vary by service type, distance, destination, package characteristics, handling requirements and other applicable conditions.
8.1 Service Charges — Customers are responsible for applicable service charges. For local delivery, the charge will generally be communicated before the rider is dispatched or sets out. Additional charges may apply for requested or necessary services outside the original booking.
8.2 Payment Methods — Payment may be made through methods approved by OTAYO KIAKIA, including cash or bank transfer where applicable. Where advance payment is required, service may not commence until payment is confirmed. Customers should verify official payment details through the official communication channel.
8.3 Errand Service Payment — For errands requiring OTAYO KIAKIA to purchase or pay for an item, the customer must pay the full item cost and applicable errand/service charge in advance, strictly by bank transfer through the official payment channel. The errand is confirmed only after receipt and verification. If actual cost differs or additional approved expenses arise, OTAYO KIAKIA may request further payment before proceeding.
8.4 Recipient-Paid Delivery Charges — Where the recipient is to pay the agreed delivery charge, the sender/customer must ensure the recipient is informed before dispatch.
8.5 Recipient Refusal or Inability to Pay — If the recipient refuses or cannot pay the agreed delivery charge at the delivery location, OTAYO KIAKIA will not renegotiate or reduce the agreed charge at the delivery location. Riders are not authorized to independently negotiate charges. The customer may be contacted and the package may be returned or handled under return/redelivery arrangements. Additional charges may apply.
8.6 Additional Services and Charges — Additional charges may apply for packaging/repackaging, redelivery, return-to-sender, storage, special handling, additional distance/location charges and other agreed additional services. Where practicable, charges will be communicated before they are incurred.
8.7 Payment Confirmation — Where payment is required before release, OTAYO KIAKIA may require confirmation of receipt. Screenshots or third-party notifications are not sufficient where payment has not been independently confirmed.
SECTION 9 — E-COMMERCE DELIVERY & PAYMENT COLLECTION
OTAYO KIAKIA provides last-mile delivery and related logistics services for online vendors, retailers, e-commerce businesses and logistics partners.
9.1 Vendor/Partner Order Information — Vendors and logistics partners must provide business name, active vendor contact, recipient name/contact, complete delivery address, order/package details, collection amount where applicable, payment status where applicable, and relevant instructions.
9.2 Customer Contact & Reachability — Vendors/partners must ensure customers have active, reachable contact numbers. If a recipient cannot be reached, OTAYO KIAKIA may contact the vendor/partner for instructions.
9.3 Delivery of E-Commerce Orders — OTAYO KIAKIA will make reasonable efforts to deliver based on supplied information. Vendors/partners must have packages ready for collection.
9.4 Payment Collection — Where OTAYO KIAKIA collects payment, the collection amount must be clearly supplied before dispatch. Funds are handled according to the agreed remittance arrangement.
9.5 Items Sent to OTAYO KIAKIA from Outside Offa — Where a vendor/partner sends packages through a motor park, transport company or other provider for onward delivery within Offa, pickup from the park may be provided without a separate pickup charge, subject to the arrangement. If the vendor/partner later requests OTAYO KIAKIA to send a package back through a park/transport provider, applicable transportation, handling or dispatch charges will be communicated and payable before sending.
9.6 E-Commerce Package Storage — OTAYO KIAKIA may temporarily hold vendor/partner packages where necessary to facilitate delivery. The standard ₦500 per week storage charge applies to customers' uncollected packages and does not automatically apply to vendor/partner packages. Vendor/partner storage arrangements are based on the applicable commercial arrangement.
9.7 Failed E-Commerce Delivery — A delivery may be considered failed where OTAYO KIAKIA has dispatched a rider and the rider has made a reasonable attempt, but delivery cannot be completed due to circumstances attributable to the recipient/customer or supplied information. Examples include recipient unavailable, recipient unreachable after the rider has arrived, refusal to accept, refusal/inability to pay, incorrect/incomplete address, request for a different location after dispatch, or other circumstances preventing completion after dispatch. Where a failed delivery occurs after an attempt, the applicable failed-delivery charge may be payable by the vendor, partner or customer according to the agreed arrangement. If the customer/recipient cannot be reached before dispatch, it will not ordinarily be treated as failed and no failed-delivery charge applies solely for that reason. A requested redelivery may attract an additional redelivery charge.
9.8 Recipient Payment Refusal — If a recipient refuses/cannot make required payment, the rider will not renegotiate the agreed amount. OTAYO KIAKIA may contact the vendor/partner. The order may be returned, held or redelivered subject to applicable arrangements.
9.9 Changes to Delivery Instructions — Changes to recipient, address, collection amount or other material instructions must go through the official channel. Riders cannot independently approve changes to charges, payment arrangements, destinations or material terms.
9.10 Vendor Responsibility — Vendors/partners remain responsible for order accuracy, goods condition and quality, packaging, customer information, collection instructions, required declarations/documentation and informing recipients. OTAYO KIAKIA is not the seller/manufacturer/supplier unless expressly agreed.
9.11 Sealed Packages — Where a package is sealed and cannot reasonably be inspected, OTAYO KIAKIA does not represent that it has verified contents, quantity, quality, authenticity or condition that could not reasonably be inspected. This remains subject to the liability provisions and applicable law.
9.12 Vendor & Logistics Partner Verification — Before accepting orders or an ongoing arrangement, OTAYO KIAKIA may request information/documentation reasonably necessary to verify identity, business activity and legitimacy, including business details, contacts, identification, registration information, operating address and other relevant information. OTAYO KIAKIA may decline/suspend an arrangement where information cannot reasonably be verified or there are legitimate concerns about identity, legitimacy or business nature.
9.13 Cash Collection & Payment Processing Charges — Where OTAYO KIAKIA collects cash on behalf of a vendor/partner, the vendor/partner is responsible for applicable cash deposit, POS or payment-processing charges incurred when funds are deposited/processed. Charges may be deducted or otherwise settled under the agreed arrangement.
9.14 Remittance of Collected Funds — Funds collected on behalf of a vendor/business/logistics partner will normally be deposited or remitted within the same day or within 24 hours, subject to payment/banking arrangements. Remittance does not necessarily occur immediately. Timing may depend on delivery completion, reconciliation, banking operations, transaction processing and other reasonable operational requirements. Where there is a discrepancy, disputed transaction, incomplete delivery information or other matter requiring verification, OTAYO KIAKIA may temporarily hold the affected amount until reasonably resolved.
SECTION 10 — ERRAND SERVICES
OTAYO KIAKIA provides errands where a customer authorizes us to purchase, collect, submit, deliver or carry out an approved task.
10.1 Errand Booking Requirements — Customers must provide sufficient information, including clear item/task description, quantity/specifications, preferred vendor/location, approved budget/purchase amount, delivery location, recipient name, active reachable contact and special instructions.
10.2 Advance Payment — Where an errand requires OTAYO KIAKIA to purchase/pay for an item, the customer must pay the full item cost and applicable errand/service charge in advance by bank transfer through the official payment channel. The errand is confirmed only after payment is received and verified.
10.3 Purchase on Behalf of Customer — OTAYO KIAKIA will make reasonable efforts to follow instructions. If the item is unavailable or cannot be obtained, we may contact the customer. The customer may choose an alternative, subject to price difference and approval. OTAYO KIAKIA will not substitute without approval unless prior clear authorization for reasonable substitutions exists.
10.4 Item Unavailability & Additional Trip — If a customer asks OTAYO KIAKIA to leave and return later because an item is expected to become available, the additional trip may attract an additional errand/return-trip charge. The charge will be communicated and agreed before the additional trip. If the customer decides not to proceed because the item is unavailable, refund/cancellation is handled under Section 22.
10.5 Errand Completion Time — Times vary with vendor availability, traffic, weather, queues, customer instructions and other circumstances.
10.6 Delivery of Errand Items — Items purchased/collected will be delivered to the provided location unless otherwise agreed. Recipient must be available and reachable. Normal doorstep delivery arrangements apply.
10.7 Cancellation or Rescheduling — Customers should notify OTAYO KIAKIA as soon as possible. Where the errand has been accepted, processed, purchased, dispatched or partly completed, applicable charges/deductions may cover reasonable costs already incurred, subject to Section 22 and applicable law.
10.8 Items Purchased on Customer's Instructions — Customers are responsible for accurate specifications and preferences. OTAYO KIAKIA will use reasonable efforts to purchase according to approved item/specification/alternative.
10.9 Condition, Quality & Suitability of Purchased Items — Where OTAYO KIAKIA purchases an item according to customer instructions, it acts as purchasing/delivery agent and is not the manufacturer, seller or supplier. OTAYO KIAKIA does not guarantee taste, quality, freshness, ingredients, suitability, performance, authenticity or other characteristics of a third-party item where purchased according to instructions. For example, OTAYO KIAKIA cannot ordinarily determine or guarantee whether food from a restaurant meets the customer's personal expectations regarding taste, preparation, ingredients or quality. Where practicable, OTAYO KIAKIA may confirm the requested item was supplied and is reasonably consistent with the order, but this is not a quality guarantee. Product complaints may be directed to the vendor/supplier. This does not remove responsibility that may arise from OTAYO KIAKIA's own handling/delivery, subject to applicable law.
SECTION 11 — NATIONWIDE & INTERNATIONAL SHIPMENTS
OTAYO KIAKIA may facilitate movement of packages from Offa to destinations within Nigeria and, where available, internationally through appropriate transport, courier, logistics or other third-party providers.
11.1 Shipment Information — Customers must provide sender name/contact, pickup location, recipient name/contact, destination address, accurate package description/contents, size/weight/quantity where applicable, and required information/documentation. International shipments may require additional details/documentation.
11.2 Packaging Requirements — Customers must properly package shipments. OTAYO KIAKIA may provide packaging/repackaging for a fee and may decline inadequately packaged shipments.
11.3 Third-Party Transportation Providers — Nationwide/international shipments may use transport companies, courier services, airlines, motor parks or other providers. Once handed to an appropriate third-party provider, some aspects are outside OTAYO KIAKIA's direct control. OTAYO KIAKIA will make reasonable efforts to use appropriate providers and provide available information.
11.4 Delivery Timeframes — Estimated times are in Section 7 and may vary by destination, distance, transportation, customs, route and other circumstances.
11.5 Customs, Duties & Regulatory Requirements — Customers are responsible for accurate information/documentation. Applicable customs duties, taxes, import charges, clearance fees or other charges may be payable by customer/recipient. OTAYO KIAKIA does not control such charges.
11.6 Shipment Tracking & Handover — Where tracking/documentation is available, OTAYO KIAKIA may provide available information.
11.7 Shipment Restrictions — OTAYO KIAKIA may refuse/discontinue shipments that are prohibited, restricted, inadequately packaged, improperly declared, lack required documentation, or cannot reasonably be transported.
11.8 Customer Responsibility — Customers remain responsible for accurate information, package preparation and compliance with requirements. Relevant prohibited-item, packaging, timeframe, liability, complaint and force-majeure provisions also apply.
SECTION 12 — STORAGE & UNCOLLECTED PACKAGES
OTAYO KIAKIA may temporarily hold packages where delivery cannot be completed, recipient is unavailable, or the package awaits instructions/collection.
12.1 Temporary Storage — Where delivery cannot be completed after a reasonable attempt, OTAYO KIAKIA may temporarily retain the package while contacting relevant parties.
12.2 Customer Storage Charge — Where a customer's package remains in custody beyond the applicable free holding period, a storage charge of ₦500 per week may apply. This applies to customer packages and does not automatically apply to vendor/partner packages under separate commercial arrangements.
12.3 Uncollected Packages — OTAYO KIAKIA may contact sender/customer. If uncollected for an extended period, OTAYO KIAKIA may arrange return to sender or another reasonable handling, subject to applicable charges/circumstances.
12.4 Perishable Items — Customers should not leave perishable/temperature-sensitive/time-sensitive items in storage longer than reasonably necessary. OTAYO KIAKIA cannot guarantee freshness, quality or condition during storage where special environmental conditions are not part of the service.
12.5 Return of Stored Packages — Applicable return, transportation or redelivery charges may apply and will be communicated where practicable before the additional service.
SECTION 13 — LOSS, DAMAGE & LIABILITY
OTAYO KIAKIA will take reasonable care in handling packages and carrying out agreed services. Responsibility depends on the service and circumstances.
13.1 Customer's Responsibility — Customers are responsible for accurate information, proper packaging where applicable, accurate declaration, appropriate handling instructions and legal compliance.
13.2 Damage Caused by Packaging or Item Condition — Where damage results from inadequate/defective packaging, item nature/condition, concealed defects or undisclosed information, customer may be responsible, subject to applicable law.
13.3 Sealed Packages — For sealed packages that cannot reasonably be inspected, OTAYO KIAKIA is not responsible for defects, shortages, incorrect contents or damage that could not reasonably be identified externally, except where caused by OTAYO KIAKIA's own handling or other legally attributable circumstances.
13.4 Third-Party Carriers — For shipments handled by third parties, some aspects are outside OTAYO KIAKIA's control. Where loss/damage/delay occurs with a third-party provider, OTAYO KIAKIA may assist with available information/claims procedures. This does not exclude legal responsibility of OTAYO KIAKIA.
13.5 Errand Purchases — OTAYO KIAKIA does not guarantee third-party vendor product quality, taste, freshness, ingredients, suitability or other characteristics outside its control.
13.6 OTAYO KIAKIA's Handling — Alleged loss/damage from OTAYO KIAKIA handling should be reported promptly through the official complaints process. OTAYO KIAKIA may request photographs, receipts, proof of value, delivery records or other evidence.
13.7 Limitation of Liability — Nothing in these Terms & Conditions excludes or restricts liability that cannot lawfully be excluded or restricted under Nigerian law. Where OTAYO KIAKIA is legally responsible, responsibility will be determined having regard to circumstances, nature/declared value of item, service arrangement and mandatory legal requirements.
SECTION 14 — CUSTOMER & RECIPIENT RESPONSIBILITIES
Customers, senders and recipients are expected to provide accurate information and cooperate reasonably.
14.1 Accurate Information — Customers/recipients are responsible for accurate names, active contact numbers, addresses, package details and instructions.
14.2 Availability — Customers/recipients must be available and reachable during relevant periods. Applicable failed-delivery, storage, return or redelivery rules may apply where unavailable.
14.3 Package & Order Information — Customers/vendors must provide accurate package/order information and must not deliberately conceal, misrepresent or provide false information.
14.4 Cooperation With Delivery — Customers/recipients should provide clear directions, make packages available, be available to receive deliveries and provide reasonable assistance.
14.5 Payment Obligations — Customers, recipients, vendors and partners are responsible for applicable charges. Where recipient pays, sender/vendor should ensure recipient is informed before dispatch.
14.6 Safe Delivery Environment — Customers/recipients must not require riders to enter unsafe/unlawful locations or undertake risky activities. OTAYO KIAKIA may choose a reasonable alternative delivery point.
14.7 Compliance With These Terms — Customers, recipients, vendors and partners must comply with these Terms and official service instructions. Non-compliance may result in delay, refusal, suspension, cancellation or applicable charges.
SECTION 15 — RIDER SAFETY & CUSTOMER CONDUCT
OTAYO KIAKIA prioritizes safety of customers, recipients, riders and other persons involved.
15.1 Rider Safety — Customers/recipients must not request unsafe/unlawful riding, dangerous items, entry into areas with reasonable safety concerns, or risky activities outside the agreed service.
15.2 Respectful Conduct — Customers/recipients must treat riders/staff respectfully. Abusive, threatening, insulting, discriminatory or violent conduct will not be tolerated. OTAYO KIAKIA may discontinue service, refuse further service or report serious incidents where necessary.
15.3 Rider Instructions & Authority — Riders carry out authorized instructions. Customers/recipients must not pressure riders to make unauthorized changes to charges, payments, destinations, handling, refunds, cancellations or policies. Changes must be confirmed through the official channel.
15.4 Safety-Related Delivery Decisions — If a rider reasonably considers a delivery location/instruction unsafe, the rider may contact OTAYO KIAKIA or request a reasonably safe alternative delivery point.
SECTION 16 — OFFICIAL COMMUNICATION & UNAUTHORIZED TRANSACTIONS
All official service-related communication should be through OTAYO KIAKIA's authorized channels.
16.1 Official Communication Channel — Customers, vendors, recipients and partners should use the official channel for bookings, instructions, changes, cancellations, payments and service matters. Call/WhatsApp: 09131175899.
16.2 Instructions to Riders — New/additional instructions should not be given directly to riders without confirmation through the official channel. Normal process: Customer/Vendor → OTAYO KIAKIA Official Channel → Office/Dispatcher → Rider.
16.3 Rider Authority — Unless expressly authorized, riders cannot independently change/negotiate charges, approve discounts, change payment arrangements, approve refunds, change destinations, authorize cancellations, accept unauthorized instructions or enter separate business arrangements for OTAYO KIAKIA.
16.4 Payments & Payment Instructions — Payments should be made only through details provided/confirmed through the official channel. Do not pay a rider's personal account or another person claiming to represent OTAYO KIAKIA unless expressly authorized and confirmed.
16.5 Unauthorized Dealings — OTAYO KIAKIA may not recognize or accept responsibility for arrangements/payment requests/transactions made by unauthorized persons. Verify unusual requests or payment-detail changes through 09131175899.
16.6 Verification of Changes — OTAYO KIAKIA may require confirmation through the customer's registered contact or another appropriate means before implementing material changes.
SECTION 17 — PROOF OF DELIVERY
OTAYO KIAKIA may use reasonable methods to confirm delivery to the intended recipient/destination.
17.1 Delivery Confirmation — Depending on the service, proof may include recipient confirmation/name, signature, phone/message confirmation, photograph, electronic record or other reasonable confirmation.
17.2 Customer & Recipient Cooperation — Customers/recipients may be required to provide reasonable confirmation of receipt where requested.
17.3 Electronic Proof of Delivery — Electronic proof may be retained as evidence of attempted/completed delivery. Customers should promptly report inaccurate delivery records or non-receipt.
17.4 Payment Collection & Proof — For POD/payment collection, OTAYO KIAKIA may record collected amounts and retain transaction/delivery records for reconciliation/remittance.
17.5 Disputed Delivery — OTAYO KIAKIA may review available delivery records, communications, proof-of-delivery information and other evidence before determining next steps.
SECTION 18 — COMPLAINTS & CLAIMS
OTAYO KIAKIA aims to resolve service concerns fairly and efficiently.
18.1 How to Submit a Complaint — Submit via Call/WhatsApp: 09131175899. Where possible provide name/contact, order/delivery details, date, locations, complaint description and supporting evidence.
18.2 Delivery & Service Complaints — Report delays, failed deliveries, incorrect deliveries, missing items, handling issues, payment collection or other service complaints as soon as reasonably practicable. OTAYO KIAKIA may review relevant records.
18.3 Damage or Loss Claims — Report alleged loss/damage promptly and provide reasonable evidence such as photos, receipts, proof of value, packaging information or delivery records.
18.4 Investigation — OTAYO KIAKIA may investigate and request additional information from relevant parties.
18.5 Resolution — Where corrective action is appropriate, OTAYO KIAKIA may take reasonable steps including redelivery, correction, refund, reimbursement or another remedy, subject to circumstances and applicable law. Nothing limits statutory rights/remedies.
SECTION 19 — PRIVACY & CUSTOMER INFORMATION
OTAYO KIAKIA may collect and use information reasonably necessary to provide, coordinate, secure and manage services.
19.1 Information We May Collect — Name, active contact number, pickup/delivery addresses, recipient information, package/order details, payment/transaction information, delivery instructions, proof-of-delivery information and other necessary information.
19.2 Use of Customer Information — For bookings, communications, pickups/deliveries/errands, payments, proof of delivery, complaints/claims/disputes, fraud prevention and legal/regulatory compliance.
19.3 Sharing Information for Service Delivery — Relevant information may be shared with riders, recipients, vendors, logistics partners, transport providers or other parties directly involved, limited to what is reasonably necessary.
19.4 Customer Responsibility — Customers should avoid unnecessary personal information and ensure information provided about others is accurate and appropriate for the service.
19.5 Protection of Information — OTAYO KIAKIA will take reasonable measures to protect information, but no electronic communication/storage method is guaranteed completely secure.
19.6 Retention of Records — Relevant booking, delivery, payment, communication and transaction records may be retained as reasonably necessary for operational, accounting, dispute, security, legal or regulatory purposes.
19.7 Legal and Regulatory Disclosure — Information may be disclosed where required/permitted by law, regulation, court order or lawful request from an authorized authority.
19.8 Privacy Rights — Handling of personal information will be subject to applicable Nigerian data-protection requirements. Where applicable, customers may exercise available rights through the official communication channel.
SECTION 20 — EVENTS BEYOND OUR CONTROL
OTAYO KIAKIA may experience inability, delay or disruption due to circumstances beyond reasonable control.
20.1 Events Beyond Our Control — These may include severe weather, flooding/natural events, major traffic disruptions/road closures, accidents/emergencies, fire, civil unrest/security incidents, government restrictions/regulatory actions, strikes/transport disruptions, power/telecommunications/network outages, breakdown/unavailability of transportation facilities or third-party providers, and other circumstances OTAYO KIAKIA could not reasonably prevent or control.
20.2 Effect on Services — OTAYO KIAKIA may delay, suspend, modify or cancel affected services where necessary. Where practicable, we will inform the customer/relevant party of significant disruption and available next steps.
20.3 Customer Cooperation — Customers may need to provide updated instructions or make reasonable arrangements. Additional service, storage, redelivery or transportation charges from a changed arrangement will be handled under applicable provisions.
20.4 No Automatic Waiver of Rights — Events beyond reasonable control do not remove rights/obligations that cannot lawfully be excluded. OTAYO KIAKIA will make reasonable efforts to resume/complete services when circumstances permit.
SECTION 21 — SUSPENSION & REFUSAL OF SERVICE
OTAYO KIAKIA may refuse, suspend or discontinue service where there is a reasonable operational, safety, legal or security reason.
21.1 Refusal of Service — Grounds may include prohibited/restricted items without authorization; unsafe/inadequate packaging; missing/inaccurate/unverifiable information; inability to provide service within operational capacity; abusive/threatening/fraudulent/unlawful conduct; unlawful/unsafe requests; or other circumstances preventing safe/proper service.
21.2 Suspension During an Active Service — OTAYO KIAKIA may suspend while seeking clarification, further instructions or resolution and will inform affected parties where practicable.
21.3 Repeated Failed or Problematic Transactions — OTAYO KIAKIA may review/restrict future service requests where there is a repeated pattern of inaccurate information, unpaid charges, fraud/suspicious transactions, abuse/threats, prohibited items or significant operational/financial/safety concerns.
21.4 Outstanding Charges — OTAYO KIAKIA may require settlement of outstanding charges before accepting further services, subject to applicable law and circumstances.
21.5 No Unreasonable Refusal — Refusal/suspension/discontinuation will be based on the circumstances and applicable requirements. Nothing excludes rights/obligations that cannot lawfully be excluded.
SECTION 22 — REFUNDS, CANCELLATIONS & REDELIVERY
Treatment depends on the stage of service and reasonable costs incurred.
22.1 Cancellation Before Processing — Where cancelled before processing, purchase, rider dispatch or relevant third-party costs, cancellation may generally be processed without an additional cancellation charge, subject to the service and applicable law.
22.2 Cancellation After Processing or Dispatch — After acceptance, processing, purchase, dispatch or partial completion, applicable charges/deductions may cover reasonable costs incurred. Where practicable, customer will be informed before cancellation is finalized.
22.3 Errand Service Refunds — For advance-paid errands where requested item cannot be obtained and customer decides not to proceed, refund depends on circumstances and reasonable costs incurred. Approved alternatives may involve price differences.
22.4 Failed Delivery & Redelivery — Failed delivery after dispatch and reasonable attempt may attract applicable failed-delivery charge. Another attempt may attract redelivery charge. Where failure occurred before dispatch and no attempt/additional cost was incurred, a failed-delivery charge will not ordinarily apply solely because recipient could not initially be reached.
22.5 Return to Sender — Return may attract applicable transportation, handling or delivery charges. E-commerce/logistics partner return arrangements may follow the specific commercial agreement.
22.6 Refund Processing — Approved refunds will be processed to the same bank account or payment account from which the original payment was received, unless another arrangement is expressly agreed or required by applicable circumstances. Approved refunds will normally be processed within 12–24 hours after confirmation and necessary reconciliation/verification. Refunds will not ordinarily be made to a different account or third party. Actual time for funds to reflect depends on the relevant bank/payment provider.
22.7 Non-Refundable Costs — Reasonable costs already incurred by OTAYO KIAKIA or a third-party provider may be deducted or otherwise accounted for when determining a refund, subject to applicable law.
22.8 No Automatic Refund for Completed Services — A completed service does not automatically qualify for refund merely because the customer changes their mind or is dissatisfied with an outcome outside OTAYO KIAKIA's responsibility. Refund/remedy is considered based on the service, circumstances, these Terms and applicable law.
SECTION 23 — CHANGES TO THESE TERMS & CONDITIONS
OTAYO KIAKIA may review/update these Terms to reflect changes in services, operations, pricing, legal/regulatory requirements or business circumstances.
23.1 Right to Update — OTAYO KIAKIA may amend, revise, add or remove provisions where reasonably necessary.
23.2 Effective Date — Updated Terms take effect on the stated effective date or, if none, when published or otherwise made available.
23.3 Customer Responsibility — Customers, vendors, recipients and partners should review current Terms. Continued use after updates take effect constitutes acceptance, subject to applicable law.
23.4 Existing Transactions — Unless required by law or expressly stated, changes will not retrospectively alter completed services. For ongoing services, applicable terms will be determined having regard to circumstances and applicable law.
SECTION 24 — GOVERNING LAW & DISPUTE RESOLUTION
These Terms & Conditions and OTAYO KIAKIA services are governed by the applicable laws of the Federal Republic of Nigeria.
24.1 Initial Resolution of Complaints — Parties should first make reasonable efforts to resolve disputes through direct communication. Customers should contact Call/WhatsApp: 09131175899. OTAYO KIAKIA will review and seek to resolve legitimate complaints fairly and within a reasonable period.
24.2 Supporting Information — OTAYO KIAKIA may review booking, payment, delivery, communication, proof-of-delivery and other relevant records. Parties may be asked for reasonable evidence.
24.3 Further Resolution — If not resolved through direct communication, either party may pursue remedies or dispute-resolution processes available under applicable Nigerian law. Nothing prevents a customer from exercising statutory rights or legal remedies.
24.4 Jurisdiction — Legal proceedings arising from or relating to these Terms or services shall be subject to the jurisdiction of competent courts of Nigeria, subject to mandatory jurisdictional requirements.
24.5 Statutory Rights — Nothing in these Terms is intended to exclude, restrict or waive any right, protection, remedy or obligation that cannot lawfully be excluded, restricted or waived under applicable Nigerian law.
GENERAL TERMS & CONDITIONS
OTAYO KIAKIA ERRAND & LOGISTICS SERVICE
Call/WhatsApp: 09131175899
IMPORTANT DRAFT NOTE
These Terms & Conditions are intended as a business-use draft and should be reviewed by a qualified Nigerian legal professional before publication or reliance, particularly for licensing, liability, consumer protection and data-protection compliance.
SECTION 1 — INTRODUCTION & ACCEPTANCE
These Terms & Conditions govern the use of OTAYO KIAKIA Errand and Logistics Service (“OTAYO KIAKIA”, “we”, “us” or “our”) and apply to all customers (“you” or “the client”) who request or use our services.
OTAYO KIAKIA provides errand and logistics services, including pickup and delivery, food delivery, e-commerce delivery, nationwide delivery, international delivery and other related services.
By requesting, booking or using any of our services, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
These Terms & Conditions set out the rights, responsibilities and obligations applicable to both OTAYO KIAKIA and its customers in connection with the services provided.
Official Communication: Customers should conduct bookings, instructions, payments and other official transactions directly through OTAYO KIAKIA’s authorized communication channels: Call/WhatsApp: 09131175899. Customers should not rely on unauthorized instructions, payment requests or arrangements made outside our authorized communication channels.
SECTION 2 — OUR SERVICES
OTAYO KIAKIA Errand and Logistics Service provides a range of delivery, logistics and errand solutions for individuals, businesses, vendors and other customers.
2.1 Pickup & Delivery — Collection of packages, items or goods from a designated pickup location and delivery to the specified recipient or destination.
2.2 Local Delivery — Delivery services within Offa and its surrounding service areas, subject to our available coverage and operating conditions.
2.3 Food Delivery — Pickup and delivery of food and related orders from restaurants, food vendors and other designated locations to customers.
2.4 Errand Services — Purchasing, collecting, submitting, delivering or carrying out other approved errands on behalf of customers.
2.5 E-Commerce Delivery — Last-mile delivery services for online vendors, retailers and e-commerce businesses, including delivery of orders to their customers.
2.6 Payment Collection — Where specifically agreed, OTAYO KIAKIA may collect payments from customers or recipients on behalf of vendors, businesses or other clients.
2.7 Nationwide Delivery — Coordination of deliveries to destinations outside our local service area through appropriate transportation or logistics channels.
2.8 International Delivery — Where available and agreed, OTAYO KIAKIA may facilitate movement of packages to international destinations through appropriate logistics or transportation providers.
2.9 Other Logistics Services — OTAYO KIAKIA may provide other related logistics, pickup, delivery or errand services based on customer requirements and operational capacity.
Service Availability — Not every service is available in every location or at all times. Service availability may depend on location, package type, rider availability, operating hours, transportation arrangements and other applicable conditions. OTAYO KIAKIA may decline a service request where we reasonably determine that the requested service cannot be safely, legally or practically carried out.
SECTION 3 — BOOKING & CUSTOMER INFORMATION
Customers must provide complete, accurate and up-to-date information when placing an order or booking a service.
3.1 General Booking Information — Depending on the service, customers may be required to provide their name, active and reachable phone number, pickup/collection location, delivery/recipient location, recipient name and contact number, a clear description of the requested service or item, and relevant special instructions.
3.2 Local Pickup & Delivery — Customers must provide pickup person's name/contact, pickup address, recipient name/contact, delivery address, and relevant package information.
3.3 Errand Service Bookings — Customers must provide a clear description of the item or task, quantity and preferred specifications, preferred vendor/shop/location where known, approved budget or purchase amount where applicable, delivery location, recipient name, active contact number and relevant instructions.
3.4 Nationwide & International Bookings — These require the same core sender, package, destination and recipient information, together with additional information or documentation reasonably required by the destination, carrier, customs authority or other relevant provider.
3.5 E-Commerce/Vendor Bookings — Vendors and logistics partners must provide vendor/business details, an active vendor contact number, recipient name and active contact number, complete delivery address, order/package details, amount to be collected where applicable, payment status and relevant delivery instructions.
3.6 Active & Reachable Contact Numbers — Customers must provide active and reachable contact numbers for pickup and delivery points. Customers are responsible for ensuring that the provided numbers can receive calls and messages during the relevant pickup and delivery period. A number that is switched off, unreachable, placed on Do Not Disturb (DND), or otherwise unavailable may result in a delayed or failed service, and applicable additional charges may apply.
3.7 Package Information — Customers must provide accurate and sufficient information about packages where applicable, including description, estimated value, weight, size/dimensions, quantity and special handling requirements. Customers must not conceal or misrepresent contents, condition or nature of a package.
3.8 Accuracy of Information — Customers are responsible for ensuring information supplied to OTAYO KIAKIA is accurate, complete and up to date. OTAYO KIAKIA shall not be responsible for delays, failed deliveries, incorrect deliveries or additional costs arising from incorrect, incomplete, outdated or misleading information supplied by the customer, subject to applicable law.
3.9 Customer Instructions — Customers should provide all relevant delivery, pickup and handling instructions at booking. OTAYO KIAKIA may contact the customer, sender or recipient to confirm information or clarify instructions. Where information cannot reasonably be confirmed, OTAYO KIAKIA may delay, suspend or decline the service until clarification is obtained.
SECTION 4 — PROHIBITED & RESTRICTED ITEMS
OTAYO KIAKIA does not accept, transport or facilitate delivery of items that are illegal, prohibited, restricted without required authorization, or cannot be safely handled.
4.1 Illegal & Prohibited Items — Customers must not submit items prohibited under applicable Nigerian law or by relevant authorities. Examples include illegal drugs, narcotics and controlled substances; human body parts, human remains or biological materials prohibited by law; explosives, firearms, ammunition and other unlawful weapons; flammable, highly combustible or dangerous substances; poisonous, toxic or hazardous materials; stolen goods or items connected to unlawful activities; counterfeit or illegally obtained goods; obscene or unlawful materials; and other items whose possession, transportation or distribution is prohibited by law.
4.2 Restricted Items — Some items may require special handling, permits, licences or other legal conditions. The customer is responsible for obtaining and providing required authorization or documentation before acceptance. OTAYO KIAKIA may refuse items where legality, safety, documentation or eligibility cannot reasonably be established.
4.3 Right to Inspect — Where reasonably necessary for safety, security, legal or operational purposes, OTAYO KIAKIA may request information about package contents and may inspect or require the package to be opened before acceptance, subject to applicable law. Customers must not conceal, misrepresent or deliberately provide false information.
4.4 Discovery of Prohibited Items — OTAYO KIAKIA may refuse or suspend delivery, return or hold the package where lawful and practicable, take appropriate safety measures, and/or report the matter to relevant law-enforcement or regulatory authorities where required or considered necessary. The customer may be responsible for reasonable costs or losses arising from submission of an illegal, prohibited or improperly declared item, subject to applicable law.
4.5 Customer Responsibility — Customers are responsible for ensuring every submitted item complies with applicable laws and these Terms & Conditions.
SECTION 5 — PACKAGING & ITEM CONDITION
Customers are responsible for ensuring items presented for delivery are reasonably packaged and suitable for transportation.
5.1 Customer-Provided Packaging — For local pickup and delivery, customers are generally expected to have items properly packaged before the rider arrives. Packaging should suit the item and protect it during normal handling and transportation. Special packaging needs should be disclosed before dispatch.
5.2 OTAYO KIAKIA Packaging Service — Where available, OTAYO KIAKIA may provide packaging or repackaging for an additional fee communicated before the service. Packaging type depends on the nature, size, weight and handling requirements.
5.3 Nationwide & International Shipments — OTAYO KIAKIA may require packages to meet packaging standards suitable for third-party logistics providers, transport companies, airlines, courier companies or other carriers. If original packaging is inadequate, OTAYO KIAKIA may request repackaging, offer repackaging for a fee, or decline the shipment where it cannot be safely packaged.
5.4 Fragile, Liquid & Sensitive Items — Customers must disclose fragile, liquid, perishable, breakable or special-handling items. Additional packaging/handling charges may apply. OTAYO KIAKIA may decline an item where safe transportation cannot reasonably be provided.
5.5 Accurate Declaration — Customers must not conceal, misrepresent or incorrectly declare package contents.
5.6 Packaging and Liability — Customers are responsible for damage or loss resulting from inadequate, defective or inappropriate packaging, subject to applicable law and the liability provisions of these Terms & Conditions.
SECTION 6 — PICKUP & DELIVERY
OTAYO KIAKIA will make reasonable efforts to collect and deliver packages, items or orders according to information and instructions provided by the customer.
6.1 Pickup Arrangements — Packages must be ready at the agreed pickup location when the rider arrives. The pickup person should be available and reachable. If the package is not ready, pickup person is unavailable, or information is incorrect/incomplete, delivery may be delayed or treated as a failed pickup, and applicable additional charges may apply.
6.2 Delivery Arrangements — Customers are responsible for ensuring the recipient is available and reachable at the delivery location and that the address and directions are accurate.
6.3 Doorstep Delivery — Unless otherwise agreed, local deliveries are made to a reasonably accessible ground-level location close to where the motorcycle can safely stop. If the customer or recipient requires the rider to enter a building, climb stairs, access an office, shop, compound or other location beyond the normal accessible delivery point, the customer must inform OTAYO KIAKIA at booking or before dispatch. Such arrangements may attract an additional service charge. Rider safety and safe parking/stopping will be considered when determining the delivery point.
6.4 Package Size and Handling — Packages must be of a size and nature that can reasonably and safely be transported using the available vehicle or transportation method. OTAYO KIAKIA may decline or require an alternative transportation arrangement for items that are too large, unusually heavy, unsafe or unsuitable for the assigned method.
6.5 Recipient Unavailability — If the recipient cannot be reached or is unavailable, OTAYO KIAKIA may contact the customer. The package may be returned, held temporarily or a further delivery attempt arranged, depending on circumstances. Applicable return, storage or redelivery charges will follow these Terms & Conditions.
6.6 Customer and Recipient Cooperation — Customers and recipients must reasonably cooperate with OTAYO KIAKIA and riders. They must not instruct a rider to undertake unsafe, unlawful or unauthorized activity.
SECTION 7 — DELIVERY TIMEFRAMES
OTAYO KIAKIA will make reasonable efforts to complete services within the estimated timeframe communicated. Delivery times may vary by destination, distance, transportation arrangements, traffic, weather, transport-provider availability and other circumstances.
7.1 Local Deliveries — Local delivery times may vary with rider availability, traffic, weather, order volume, pickup/recipient availability and other operational circumstances.
7.2 Nationwide Transit — Estimated transit time is generally 12–24 hours, depending on destination, distance and transportation arrangements. Some destinations may require more than 24 hours.
7.3 Nationwide Doorstep Delivery — Where available, estimated doorstep delivery is generally 24–48 hours, depending on destination and distance. Some destinations may require more than 48 hours due to distance, schedules, route availability, traffic, weather, recipient availability or other circumstances.
7.4 International Deliveries — Timeframes vary by destination, provider, customs, clearance, documentation and other factors. International shipments may take longer than an initial estimate.
7.5 Delays — Where OTAYO KIAKIA becomes aware of a significant delay, we may notify the customer or relevant party and provide available status information.
7.6 Estimated Timeframes, Not Guaranteed Deadlines — Unless expressly agreed otherwise in writing, delivery timeframes are estimates and not guaranteed deadlines. Delivery may take longer where circumstances affecting the shipment make this reasonably necessary.
SECTION 8 — PRICING, PAYMENT & CHARGES
OTAYO KIAKIA will communicate applicable service charges before the service is carried out, where reasonably practicable. Charges may vary by service type, distance, destination, package characteristics, handling requirements and other applicable conditions.
8.1 Service Charges — Customers are responsible for applicable service charges. For local delivery, the charge will generally be communicated before the rider is dispatched or sets out. Additional charges may apply for requested or necessary services outside the original booking.
8.2 Payment Methods — Payment may be made through methods approved by OTAYO KIAKIA, including cash or bank transfer where applicable. Where advance payment is required, service may not commence until payment is confirmed. Customers should verify official payment details through the official communication channel.
8.3 Errand Service Payment — For errands requiring OTAYO KIAKIA to purchase or pay for an item, the customer must pay the full item cost and applicable errand/service charge in advance, strictly by bank transfer through the official payment channel. The errand is confirmed only after receipt and verification. If actual cost differs or additional approved expenses arise, OTAYO KIAKIA may request further payment before proceeding.
8.4 Recipient-Paid Delivery Charges — Where the recipient is to pay the agreed delivery charge, the sender/customer must ensure the recipient is informed before dispatch.
8.5 Recipient Refusal or Inability to Pay — If the recipient refuses or cannot pay the agreed delivery charge at the delivery location, OTAYO KIAKIA will not renegotiate or reduce the agreed charge at the delivery location. Riders are not authorized to independently negotiate charges. The customer may be contacted and the package may be returned or handled under return/redelivery arrangements. Additional charges may apply.
8.6 Additional Services and Charges — Additional charges may apply for packaging/repackaging, redelivery, return-to-sender, storage, special handling, additional distance/location charges and other agreed additional services. Where practicable, charges will be communicated before they are incurred.
8.7 Payment Confirmation — Where payment is required before release, OTAYO KIAKIA may require confirmation of receipt. Screenshots or third-party notifications are not sufficient where payment has not been independently confirmed.
SECTION 9 — E-COMMERCE DELIVERY & PAYMENT COLLECTION
OTAYO KIAKIA provides last-mile delivery and related logistics services for online vendors, retailers, e-commerce businesses and logistics partners.
9.1 Vendor/Partner Order Information — Vendors and logistics partners must provide business name, active vendor contact, recipient name/contact, complete delivery address, order/package details, collection amount where applicable, payment status where applicable, and relevant instructions.
9.2 Customer Contact & Reachability — Vendors/partners must ensure customers have active, reachable contact numbers. If a recipient cannot be reached, OTAYO KIAKIA may contact the vendor/partner for instructions.
9.3 Delivery of E-Commerce Orders — OTAYO KIAKIA will make reasonable efforts to deliver based on supplied information. Vendors/partners must have packages ready for collection.
9.4 Payment Collection — Where OTAYO KIAKIA collects payment, the collection amount must be clearly supplied before dispatch. Funds are handled according to the agreed remittance arrangement.
9.5 Items Sent to OTAYO KIAKIA from Outside Offa — Where a vendor/partner sends packages through a motor park, transport company or other provider for onward delivery within Offa, pickup from the park may be provided without a separate pickup charge, subject to the arrangement. If the vendor/partner later requests OTAYO KIAKIA to send a package back through a park/transport provider, applicable transportation, handling or dispatch charges will be communicated and payable before sending.
9.6 E-Commerce Package Storage — OTAYO KIAKIA may temporarily hold vendor/partner packages where necessary to facilitate delivery. The standard ₦500 per week storage charge applies to customers' uncollected packages and does not automatically apply to vendor/partner packages. Vendor/partner storage arrangements are based on the applicable commercial arrangement.
9.7 Failed E-Commerce Delivery — A delivery may be considered failed where OTAYO KIAKIA has dispatched a rider and the rider has made a reasonable attempt, but delivery cannot be completed due to circumstances attributable to the recipient/customer or supplied information. Examples include recipient unavailable, recipient unreachable after the rider has arrived, refusal to accept, refusal/inability to pay, incorrect/incomplete address, request for a different location after dispatch, or other circumstances preventing completion after dispatch. Where a failed delivery occurs after an attempt, the applicable failed-delivery charge may be payable by the vendor, partner or customer according to the agreed arrangement. If the customer/recipient cannot be reached before dispatch, it will not ordinarily be treated as failed and no failed-delivery charge applies solely for that reason. A requested redelivery may attract an additional redelivery charge.
9.8 Recipient Payment Refusal — If a recipient refuses/cannot make required payment, the rider will not renegotiate the agreed amount. OTAYO KIAKIA may contact the vendor/partner. The order may be returned, held or redelivered subject to applicable arrangements.
9.9 Changes to Delivery Instructions — Changes to recipient, address, collection amount or other material instructions must go through the official channel. Riders cannot independently approve changes to charges, payment arrangements, destinations or material terms.
9.10 Vendor Responsibility — Vendors/partners remain responsible for order accuracy, goods condition and quality, packaging, customer information, collection instructions, required declarations/documentation and informing recipients. OTAYO KIAKIA is not the seller/manufacturer/supplier unless expressly agreed.
9.11 Sealed Packages — Where a package is sealed and cannot reasonably be inspected, OTAYO KIAKIA does not represent that it has verified contents, quantity, quality, authenticity or condition that could not reasonably be inspected. This remains subject to the liability provisions and applicable law.
9.12 Vendor & Logistics Partner Verification — Before accepting orders or an ongoing arrangement, OTAYO KIAKIA may request information/documentation reasonably necessary to verify identity, business activity and legitimacy, including business details, contacts, identification, registration information, operating address and other relevant information. OTAYO KIAKIA may decline/suspend an arrangement where information cannot reasonably be verified or there are legitimate concerns about identity, legitimacy or business nature.
9.13 Cash Collection & Payment Processing Charges — Where OTAYO KIAKIA collects cash on behalf of a vendor/partner, the vendor/partner is responsible for applicable cash deposit, POS or payment-processing charges incurred when funds are deposited/processed. Charges may be deducted or otherwise settled under the agreed arrangement.
9.14 Remittance of Collected Funds — Funds collected on behalf of a vendor/business/logistics partner will normally be deposited or remitted within the same day or within 24 hours, subject to payment/banking arrangements. Remittance does not necessarily occur immediately. Timing may depend on delivery completion, reconciliation, banking operations, transaction processing and other reasonable operational requirements. Where there is a discrepancy, disputed transaction, incomplete delivery information or other matter requiring verification, OTAYO KIAKIA may temporarily hold the affected amount until reasonably resolved.
SECTION 10 — ERRAND SERVICES
OTAYO KIAKIA provides errands where a customer authorizes us to purchase, collect, submit, deliver or carry out an approved task.
10.1 Errand Booking Requirements — Customers must provide sufficient information, including clear item/task description, quantity/specifications, preferred vendor/location, approved budget/purchase amount, delivery location, recipient name, active reachable contact and special instructions.
10.2 Advance Payment — Where an errand requires OTAYO KIAKIA to purchase/pay for an item, the customer must pay the full item cost and applicable errand/service charge in advance by bank transfer through the official payment channel. The errand is confirmed only after payment is received and verified.
10.3 Purchase on Behalf of Customer — OTAYO KIAKIA will make reasonable efforts to follow instructions. If the item is unavailable or cannot be obtained, we may contact the customer. The customer may choose an alternative, subject to price difference and approval. OTAYO KIAKIA will not substitute without approval unless prior clear authorization for reasonable substitutions exists.
10.4 Item Unavailability & Additional Trip — If a customer asks OTAYO KIAKIA to leave and return later because an item is expected to become available, the additional trip may attract an additional errand/return-trip charge. The charge will be communicated and agreed before the additional trip. If the customer decides not to proceed because the item is unavailable, refund/cancellation is handled under Section 22.
10.5 Errand Completion Time — Times vary with vendor availability, traffic, weather, queues, customer instructions and other circumstances.
10.6 Delivery of Errand Items — Items purchased/collected will be delivered to the provided location unless otherwise agreed. Recipient must be available and reachable. Normal doorstep delivery arrangements apply.
10.7 Cancellation or Rescheduling — Customers should notify OTAYO KIAKIA as soon as possible. Where the errand has been accepted, processed, purchased, dispatched or partly completed, applicable charges/deductions may cover reasonable costs already incurred, subject to Section 22 and applicable law.
10.8 Items Purchased on Customer's Instructions — Customers are responsible for accurate specifications and preferences. OTAYO KIAKIA will use reasonable efforts to purchase according to approved item/specification/alternative.
10.9 Condition, Quality & Suitability of Purchased Items — Where OTAYO KIAKIA purchases an item according to customer instructions, it acts as purchasing/delivery agent and is not the manufacturer, seller or supplier. OTAYO KIAKIA does not guarantee taste, quality, freshness, ingredients, suitability, performance, authenticity or other characteristics of a third-party item where purchased according to instructions. For example, OTAYO KIAKIA cannot ordinarily determine or guarantee whether food from a restaurant meets the customer's personal expectations regarding taste, preparation, ingredients or quality. Where practicable, OTAYO KIAKIA may confirm the requested item was supplied and is reasonably consistent with the order, but this is not a quality guarantee. Product complaints may be directed to the vendor/supplier. This does not remove responsibility that may arise from OTAYO KIAKIA's own handling/delivery, subject to applicable law.
SECTION 11 — NATIONWIDE & INTERNATIONAL SHIPMENTS
OTAYO KIAKIA may facilitate movement of packages from Offa to destinations within Nigeria and, where available, internationally through appropriate transport, courier, logistics or other third-party providers.
11.1 Shipment Information — Customers must provide sender name/contact, pickup location, recipient name/contact, destination address, accurate package description/contents, size/weight/quantity where applicable, and required information/documentation. International shipments may require additional details/documentation.
11.2 Packaging Requirements — Customers must properly package shipments. OTAYO KIAKIA may provide packaging/repackaging for a fee and may decline inadequately packaged shipments.
11.3 Third-Party Transportation Providers — Nationwide/international shipments may use transport companies, courier services, airlines, motor parks or other providers. Once handed to an appropriate third-party provider, some aspects are outside OTAYO KIAKIA's direct control. OTAYO KIAKIA will make reasonable efforts to use appropriate providers and provide available information.
11.4 Delivery Timeframes — Estimated times are in Section 7 and may vary by destination, distance, transportation, customs, route and other circumstances.
11.5 Customs, Duties & Regulatory Requirements — Customers are responsible for accurate information/documentation. Applicable customs duties, taxes, import charges, clearance fees or other charges may be payable by customer/recipient. OTAYO KIAKIA does not control such charges.
11.6 Shipment Tracking & Handover — Where tracking/documentation is available, OTAYO KIAKIA may provide available information.
11.7 Shipment Restrictions — OTAYO KIAKIA may refuse/discontinue shipments that are prohibited, restricted, inadequately packaged, improperly declared, lack required documentation, or cannot reasonably be transported.
11.8 Customer Responsibility — Customers remain responsible for accurate information, package preparation and compliance with requirements. Relevant prohibited-item, packaging, timeframe, liability, complaint and force-majeure provisions also apply.
SECTION 12 — STORAGE & UNCOLLECTED PACKAGES
OTAYO KIAKIA may temporarily hold packages where delivery cannot be completed, recipient is unavailable, or the package awaits instructions/collection.
12.1 Temporary Storage — Where delivery cannot be completed after a reasonable attempt, OTAYO KIAKIA may temporarily retain the package while contacting relevant parties.
12.2 Customer Storage Charge — Where a customer's package remains in custody beyond the applicable free holding period, a storage charge of ₦500 per week may apply. This applies to customer packages and does not automatically apply to vendor/partner packages under separate commercial arrangements.
12.3 Uncollected Packages — OTAYO KIAKIA may contact sender/customer. If uncollected for an extended period, OTAYO KIAKIA may arrange return to sender or another reasonable handling, subject to applicable charges/circumstances.
12.4 Perishable Items — Customers should not leave perishable/temperature-sensitive/time-sensitive items in storage longer than reasonably necessary. OTAYO KIAKIA cannot guarantee freshness, quality or condition during storage where special environmental conditions are not part of the service.
12.5 Return of Stored Packages — Applicable return, transportation or redelivery charges may apply and will be communicated where practicable before the additional service.
SECTION 13 — LOSS, DAMAGE & LIABILITY
OTAYO KIAKIA will take reasonable care in handling packages and carrying out agreed services. Responsibility depends on the service and circumstances.
13.1 Customer's Responsibility — Customers are responsible for accurate information, proper packaging where applicable, accurate declaration, appropriate handling instructions and legal compliance.
13.2 Damage Caused by Packaging or Item Condition — Where damage results from inadequate/defective packaging, item nature/condition, concealed defects or undisclosed information, customer may be responsible, subject to applicable law.
13.3 Sealed Packages — For sealed packages that cannot reasonably be inspected, OTAYO KIAKIA is not responsible for defects, shortages, incorrect contents or damage that could not reasonably be identified externally, except where caused by OTAYO KIAKIA's own handling or other legally attributable circumstances.
13.4 Third-Party Carriers — For shipments handled by third parties, some aspects are outside OTAYO KIAKIA's control. Where loss/damage/delay occurs with a third-party provider, OTAYO KIAKIA may assist with available information/claims procedures. This does not exclude legal responsibility of OTAYO KIAKIA.
13.5 Errand Purchases — OTAYO KIAKIA does not guarantee third-party vendor product quality, taste, freshness, ingredients, suitability or other characteristics outside its control.
13.6 OTAYO KIAKIA's Handling — Alleged loss/damage from OTAYO KIAKIA handling should be reported promptly through the official complaints process. OTAYO KIAKIA may request photographs, receipts, proof of value, delivery records or other evidence.
13.7 Limitation of Liability — Nothing in these Terms & Conditions excludes or restricts liability that cannot lawfully be excluded or restricted under Nigerian law. Where OTAYO KIAKIA is legally responsible, responsibility will be determined having regard to circumstances, nature/declared value of item, service arrangement and mandatory legal requirements.
SECTION 14 — CUSTOMER & RECIPIENT RESPONSIBILITIES
Customers, senders and recipients are expected to provide accurate information and cooperate reasonably.
14.1 Accurate Information — Customers/recipients are responsible for accurate names, active contact numbers, addresses, package details and instructions.
14.2 Availability — Customers/recipients must be available and reachable during relevant periods. Applicable failed-delivery, storage, return or redelivery rules may apply where unavailable.
14.3 Package & Order Information — Customers/vendors must provide accurate package/order information and must not deliberately conceal, misrepresent or provide false information.
14.4 Cooperation With Delivery — Customers/recipients should provide clear directions, make packages available, be available to receive deliveries and provide reasonable assistance.
14.5 Payment Obligations — Customers, recipients, vendors and partners are responsible for applicable charges. Where recipient pays, sender/vendor should ensure recipient is informed before dispatch.
14.6 Safe Delivery Environment — Customers/recipients must not require riders to enter unsafe/unlawful locations or undertake risky activities. OTAYO KIAKIA may choose a reasonable alternative delivery point.
14.7 Compliance With These Terms — Customers, recipients, vendors and partners must comply with these Terms and official service instructions. Non-compliance may result in delay, refusal, suspension, cancellation or applicable charges.
SECTION 15 — RIDER SAFETY & CUSTOMER CONDUCT
OTAYO KIAKIA prioritizes safety of customers, recipients, riders and other persons involved.
15.1 Rider Safety — Customers/recipients must not request unsafe/unlawful riding, dangerous items, entry into areas with reasonable safety concerns, or risky activities outside the agreed service.
15.2 Respectful Conduct — Customers/recipients must treat riders/staff respectfully. Abusive, threatening, insulting, discriminatory or violent conduct will not be tolerated. OTAYO KIAKIA may discontinue service, refuse further service or report serious incidents where necessary.
15.3 Rider Instructions & Authority — Riders carry out authorized instructions. Customers/recipients must not pressure riders to make unauthorized changes to charges, payments, destinations, handling, refunds, cancellations or policies. Changes must be confirmed through the official channel.
15.4 Safety-Related Delivery Decisions — If a rider reasonably considers a delivery location/instruction unsafe, the rider may contact OTAYO KIAKIA or request a reasonably safe alternative delivery point.
SECTION 16 — OFFICIAL COMMUNICATION & UNAUTHORIZED TRANSACTIONS
All official service-related communication should be through OTAYO KIAKIA's authorized channels.
16.1 Official Communication Channel — Customers, vendors, recipients and partners should use the official channel for bookings, instructions, changes, cancellations, payments and service matters. Call/WhatsApp: 09131175899.
16.2 Instructions to Riders — New/additional instructions should not be given directly to riders without confirmation through the official channel. Normal process: Customer/Vendor → OTAYO KIAKIA Official Channel → Office/Dispatcher → Rider.
16.3 Rider Authority — Unless expressly authorized, riders cannot independently change/negotiate charges, approve discounts, change payment arrangements, approve refunds, change destinations, authorize cancellations, accept unauthorized instructions or enter separate business arrangements for OTAYO KIAKIA.
16.4 Payments & Payment Instructions — Payments should be made only through details provided/confirmed through the official channel. Do not pay a rider's personal account or another person claiming to represent OTAYO KIAKIA unless expressly authorized and confirmed.
16.5 Unauthorized Dealings — OTAYO KIAKIA may not recognize or accept responsibility for arrangements/payment requests/transactions made by unauthorized persons. Verify unusual requests or payment-detail changes through 09131175899.
16.6 Verification of Changes — OTAYO KIAKIA may require confirmation through the customer's registered contact or another appropriate means before implementing material changes.
SECTION 17 — PROOF OF DELIVERY
OTAYO KIAKIA may use reasonable methods to confirm delivery to the intended recipient/destination.
17.1 Delivery Confirmation — Depending on the service, proof may include recipient confirmation/name, signature, phone/message confirmation, photograph, electronic record or other reasonable confirmation.
17.2 Customer & Recipient Cooperation — Customers/recipients may be required to provide reasonable confirmation of receipt where requested.
17.3 Electronic Proof of Delivery — Electronic proof may be retained as evidence of attempted/completed delivery. Customers should promptly report inaccurate delivery records or non-receipt.
17.4 Payment Collection & Proof — For POD/payment collection, OTAYO KIAKIA may record collected amounts and retain transaction/delivery records for reconciliation/remittance.
17.5 Disputed Delivery — OTAYO KIAKIA may review available delivery records, communications, proof-of-delivery information and other evidence before determining next steps.
SECTION 18 — COMPLAINTS & CLAIMS
OTAYO KIAKIA aims to resolve service concerns fairly and efficiently.
18.1 How to Submit a Complaint — Submit via Call/WhatsApp: 09131175899. Where possible provide name/contact, order/delivery details, date, locations, complaint description and supporting evidence.
18.2 Delivery & Service Complaints — Report delays, failed deliveries, incorrect deliveries, missing items, handling issues, payment collection or other service complaints as soon as reasonably practicable. OTAYO KIAKIA may review relevant records.
18.3 Damage or Loss Claims — Report alleged loss/damage promptly and provide reasonable evidence such as photos, receipts, proof of value, packaging information or delivery records.
18.4 Investigation — OTAYO KIAKIA may investigate and request additional information from relevant parties.
18.5 Resolution — Where corrective action is appropriate, OTAYO KIAKIA may take reasonable steps including redelivery, correction, refund, reimbursement or another remedy, subject to circumstances and applicable law. Nothing limits statutory rights/remedies.
SECTION 19 — PRIVACY & CUSTOMER INFORMATION
OTAYO KIAKIA may collect and use information reasonably necessary to provide, coordinate, secure and manage services.
19.1 Information We May Collect — Name, active contact number, pickup/delivery addresses, recipient information, package/order details, payment/transaction information, delivery instructions, proof-of-delivery information and other necessary information.
19.2 Use of Customer Information — For bookings, communications, pickups/deliveries/errands, payments, proof of delivery, complaints/claims/disputes, fraud prevention and legal/regulatory compliance.
19.3 Sharing Information for Service Delivery — Relevant information may be shared with riders, recipients, vendors, logistics partners, transport providers or other parties directly involved, limited to what is reasonably necessary.
19.4 Customer Responsibility — Customers should avoid unnecessary personal information and ensure information provided about others is accurate and appropriate for the service.
19.5 Protection of Information — OTAYO KIAKIA will take reasonable measures to protect information, but no electronic communication/storage method is guaranteed completely secure.
19.6 Retention of Records — Relevant booking, delivery, payment, communication and transaction records may be retained as reasonably necessary for operational, accounting, dispute, security, legal or regulatory purposes.
19.7 Legal and Regulatory Disclosure — Information may be disclosed where required/permitted by law, regulation, court order or lawful request from an authorized authority.
19.8 Privacy Rights — Handling of personal information will be subject to applicable Nigerian data-protection requirements. Where applicable, customers may exercise available rights through the official communication channel.
SECTION 20 — EVENTS BEYOND OUR CONTROL
OTAYO KIAKIA may experience inability, delay or disruption due to circumstances beyond reasonable control.
20.1 Events Beyond Our Control — These may include severe weather, flooding/natural events, major traffic disruptions/road closures, accidents/emergencies, fire, civil unrest/security incidents, government restrictions/regulatory actions, strikes/transport disruptions, power/telecommunications/network outages, breakdown/unavailability of transportation facilities or third-party providers, and other circumstances OTAYO KIAKIA could not reasonably prevent or control.
20.2 Effect on Services — OTAYO KIAKIA may delay, suspend, modify or cancel affected services where necessary. Where practicable, we will inform the customer/relevant party of significant disruption and available next steps.
20.3 Customer Cooperation — Customers may need to provide updated instructions or make reasonable arrangements. Additional service, storage, redelivery or transportation charges from a changed arrangement will be handled under applicable provisions.
20.4 No Automatic Waiver of Rights — Events beyond reasonable control do not remove rights/obligations that cannot lawfully be excluded. OTAYO KIAKIA will make reasonable efforts to resume/complete services when circumstances permit.
SECTION 21 — SUSPENSION & REFUSAL OF SERVICE
OTAYO KIAKIA may refuse, suspend or discontinue service where there is a reasonable operational, safety, legal or security reason.
21.1 Refusal of Service — Grounds may include prohibited/restricted items without authorization; unsafe/inadequate packaging; missing/inaccurate/unverifiable information; inability to provide service within operational capacity; abusive/threatening/fraudulent/unlawful conduct; unlawful/unsafe requests; or other circumstances preventing safe/proper service.
21.2 Suspension During an Active Service — OTAYO KIAKIA may suspend while seeking clarification, further instructions or resolution and will inform affected parties where practicable.
21.3 Repeated Failed or Problematic Transactions — OTAYO KIAKIA may review/restrict future service requests where there is a repeated pattern of inaccurate information, unpaid charges, fraud/suspicious transactions, abuse/threats, prohibited items or significant operational/financial/safety concerns.
21.4 Outstanding Charges — OTAYO KIAKIA may require settlement of outstanding charges before accepting further services, subject to applicable law and circumstances.
21.5 No Unreasonable Refusal — Refusal/suspension/discontinuation will be based on the circumstances and applicable requirements. Nothing excludes rights/obligations that cannot lawfully be excluded.
SECTION 22 — REFUNDS, CANCELLATIONS & REDELIVERY
Treatment depends on the stage of service and reasonable costs incurred.
22.1 Cancellation Before Processing — Where cancelled before processing, purchase, rider dispatch or relevant third-party costs, cancellation may generally be processed without an additional cancellation charge, subject to the service and applicable law.
22.2 Cancellation After Processing or Dispatch — After acceptance, processing, purchase, dispatch or partial completion, applicable charges/deductions may cover reasonable costs incurred. Where practicable, customer will be informed before cancellation is finalized.
22.3 Errand Service Refunds — For advance-paid errands where requested item cannot be obtained and customer decides not to proceed, refund depends on circumstances and reasonable costs incurred. Approved alternatives may involve price differences.
22.4 Failed Delivery & Redelivery — Failed delivery after dispatch and reasonable attempt may attract applicable failed-delivery charge. Another attempt may attract redelivery charge. Where failure occurred before dispatch and no attempt/additional cost was incurred, a failed-delivery charge will not ordinarily apply solely because recipient could not initially be reached.
22.5 Return to Sender — Return may attract applicable transportation, handling or delivery charges. E-commerce/logistics partner return arrangements may follow the specific commercial agreement.
22.6 Refund Processing — Approved refunds will be processed to the same bank account or payment account from which the original payment was received, unless another arrangement is expressly agreed or required by applicable circumstances. Approved refunds will normally be processed within 12–24 hours after confirmation and necessary reconciliation/verification. Refunds will not ordinarily be made to a different account or third party. Actual time for funds to reflect depends on the relevant bank/payment provider.
22.7 Non-Refundable Costs — Reasonable costs already incurred by OTAYO KIAKIA or a third-party provider may be deducted or otherwise accounted for when determining a refund, subject to applicable law.
22.8 No Automatic Refund for Completed Services — A completed service does not automatically qualify for refund merely because the customer changes their mind or is dissatisfied with an outcome outside OTAYO KIAKIA's responsibility. Refund/remedy is considered based on the service, circumstances, these Terms and applicable law.
SECTION 23 — CHANGES TO THESE TERMS & CONDITIONS
OTAYO KIAKIA may review/update these Terms to reflect changes in services, operations, pricing, legal/regulatory requirements or business circumstances.
23.1 Right to Update — OTAYO KIAKIA may amend, revise, add or remove provisions where reasonably necessary.
23.2 Effective Date — Updated Terms take effect on the stated effective date or, if none, when published or otherwise made available.
23.3 Customer Responsibility — Customers, vendors, recipients and partners should review current Terms. Continued use after updates take effect constitutes acceptance, subject to applicable law.
23.4 Existing Transactions — Unless required by law or expressly stated, changes will not retrospectively alter completed services. For ongoing services, applicable terms will be determined having regard to circumstances and applicable law.
SECTION 24 — GOVERNING LAW & DISPUTE RESOLUTION
These Terms & Conditions and OTAYO KIAKIA services are governed by the applicable laws of the Federal Republic of Nigeria.
24.1 Initial Resolution of Complaints — Parties should first make reasonable efforts to resolve disputes through direct communication. Customers should contact Call/WhatsApp: 09131175899. OTAYO KIAKIA will review and seek to resolve legitimate complaints fairly and within a reasonable period.
24.2 Supporting Information — OTAYO KIAKIA may review booking, payment, delivery, communication, proof-of-delivery and other relevant records. Parties may be asked for reasonable evidence.
24.3 Further Resolution — If not resolved through direct communication, either party may pursue remedies or dispute-resolution processes available under applicable Nigerian law. Nothing prevents a customer from exercising statutory rights or legal remedies.
24.4 Jurisdiction — Legal proceedings arising from or relating to these Terms or services shall be subject to the jurisdiction of competent courts of Nigeria, subject to mandatory jurisdictional requirements.
24.5 Statutory Rights — Nothing in these Terms is intended to exclude, restrict or waive any right, protection, remedy or obligation that cannot lawfully be excluded, restricted or waived under applicable Nigerian law.