1. Who we are and what these Terms cover
OrderFastNow ("OrderFastNow", "we", "us", "our") is a multi-vendor commerce platform operated by OrderFastNow Limited, a company incorporated under the laws of the Federal Republic of Nigeria.
The platform is available at orderfastnow.com, on vendor storefront subdomains in the form {storename}.orderfastnow.com, and through any related applications and services we operate (together, the "Platform").
These Terms of Service (the "Terms") are a binding agreement between you and us. They govern your access to and use of the Platform, whether you are buying or booking through it, fulfilling deliveries through it, or simply browsing it. Our Privacy Policy, and any other policies we publish and reference from these Terms, form part of this agreement.
If you operate a business on the Platform, our Vendor Terms additionally apply to you. The Vendor Terms are incorporated into this agreement for Vendors, and where these Terms and the Vendor Terms differ on a matter concerning a Vendor's business relationship with us, the Vendor Terms prevail.
Please read these Terms carefully. They contain important provisions about how money moves on the Platform, how cancellations and refunds work, what we are responsible for and what we are not, and how disputes are resolved.
2. Acceptance of these Terms
You accept these Terms, and agree to be bound by them:
- when you create an account on the Platform;
- when you place an order or make a booking through any storefront on the Platform, whether or not you have an account;
- when you accept an invitation to act as a delivery agent; or
- by accessing or using any part of the Platform.
Creating a business on the Platform is additionally your acceptance of the Vendor Terms.
If you are using the Platform on behalf of a business or other organisation, you confirm that you have the authority to bind that organisation, and "you" includes that organisation.
If you do not agree to these Terms, do not use the Platform.
3. Definitions
In these Terms:
- "Vendor" means a business that operates a storefront on the Platform and offers Listings through it.
- "Customer" means anyone who purchases or books anything through the Platform, whether with an account or as a Guest.
- "Guest" means a Customer who checks out without creating an account.
- "Listing" means anything a Vendor offers for sale or booking on the Platform, across the four categories the Platform supports: physical and digital products, bookable services, reservable spaces, and ticketed events.
- "Order" means a purchase or booking placed by a Customer, and "Order Item" means an individual item, booking, reservation, or ticket within an Order.
- "Organiser" means a Vendor in its capacity as the host of a ticketed event.
- "Delivery Agent" means an independent person who accepts delivery jobs for a specific Vendor through the Platform.
- "Payment Processor" means Paystack, our third-party payment service provider, or any successor provider we designate.
- "Pending Funds" means amounts collected from a Customer for an Order Item that have not yet been released to the Vendor.
- "Vendor Terms" means the OrderFastNow Vendor Terms, as updated from time to time.
4. What OrderFastNow is, and what it is not
OrderFastNow is software. We provide the technology that lets independent businesses run their own storefronts, take payments, manage bookings and orders, and get paid. We are a venue and a toolset, not a party to the transactions that happen through us.
Specifically:
a. We are not the seller. Every contract of sale, booking, reservation, or admission formed through the Platform is formed directly between the Customer and the Vendor. The Vendor, not OrderFastNow, is responsible for the existence, quality, safety, legality, and delivery of everything it lists, and for honouring every booking it accepts.
b. We are not a logistics or delivery company. We do not own, operate, or control any delivery fleet, warehouse, or fulfilment centre, and we never take possession of any product. Where a Vendor offers delivery, the Vendor provides it, using its own riders or independent Delivery Agents it engages. The Platform provides software tools for coordinating that delivery; it does not perform it.
c. We are not the employer or principal of any Vendor, Delivery Agent, or member of a Vendor's team. Vendors are independent businesses. Delivery Agents are engaged by Vendors, not by us, and their compensation is a matter between them and the Vendor. Nothing in these Terms creates any employment, agency (except the limited payment collection agency in Section 4(e)), partnership, or joint venture between you and us.
d. We are not a bank, and we do not offer deposit, wallet, escrow, remittance, or other regulated financial services. Payments on the Platform are processed by our Payment Processor. Amounts pending release to a Vendor are held within our Payment Processor's settlement system in accordance with these Terms and the Vendor Terms. Balances on the Platform are records of what a Vendor is owed; they are not deposits, they do not earn interest, and they cannot be transferred to any other person or business on the Platform.
e. We collect payments as each Vendor's limited payment collection agent. Each Vendor appoints us, under the Vendor Terms, as its limited agent solely for the purpose of collecting payments from Customers on the Vendor's behalf. This means your payment to us through the Platform fully discharges your payment obligation to the Vendor for that Order, regardless of when or whether we subsequently release the funds to the Vendor.
f. We facilitate, but do not adjudicate. The dispute tools described in Section 9 are a Platform feature for resolving problems between Customers and Vendors quickly. Our decisions under that process determine how Platform funds move; they are not legal judgments and do not limit anyone's statutory rights.
5. Eligibility and accounts
a. You must be at least 18 years old, and capable of forming a binding contract under Nigerian law, to use the Platform.
b. You agree to provide accurate, current, and complete information when creating an account or placing an order, and to keep it up to date.
c. The Platform uses passwordless sign-in: access to an account is granted through one-time codes and links sent to the account's email address. You are responsible for maintaining the security of that email account. Any action taken on the Platform through your email address is treated as taken by you.
d. We may decline to open an account, or suspend or close an account, in accordance with Section 15.
6. Buying on OrderFastNow
6.1 Buying as a guest
a. You can buy on the Platform without creating an account. A Guest order is a full order: the rights described in these Terms, including cancellation, dispute, review, and bonus rights, attach to the Order itself and are exercised through the email address given at checkout.
b. Keep that email address secure and accessible. Anyone with control of it can exercise the Order rights attached to it, and losing access to it may mean losing the ability to manage the Order.
6.2 Payments and buyer protection
a. All payments are processed by our Payment Processor. Your card and bank details are entered on, and handled by, the Payment Processor's own secure surfaces. We never receive or store your card number, CVV, or card authorisation credentials; we receive only a payment reference and its outcome.
b. Your payment through the Platform fully discharges your payment obligation to the Vendor for that Order (Section 4(e)).
c. Buyer protection by design. What you pay is held per Order Item and released to the Vendor only after the fulfilment condition for that item has been met. Opening a dispute freezes the release for that item immediately (Section 9). The settlement mechanics are set out in the Vendor Terms; your rights are as stated in this Section and Section 9.
d. Prices are stated in Nigerian Naira unless the Platform says otherwise.
6.3 Cancellations and refunds
a. Cancellation and refund terms depend on what you bought. The complete schedules, including the per-category tiers, time windows, thresholds, and cancellation gates, are set out in our Refunds and Cancellations Policy, which forms part of these Terms. The terms displayed at checkout for your Order are the ones that apply to it.
b. If a Vendor cancels on you. If the Vendor cancels a confirmed Order Item or booking, you are refunded 100% of what you paid for it, regardless of any tier or policy.
c. How refunds are paid. Refunds are issued through our Payment Processor as described in the Refunds and Cancellations Policy. If a refund has not reached you in a reasonable time, raise it through the dispute on that Order or through support and our team will trace it.
d. Returns. OrderFastNow does not operate a platform-wide returns programme, and vendors are not required by us to accept change-of-mind returns. Whether a vendor offers returns or exchanges beyond the Refunds and Cancellations Policy is that vendor's own policy, stated on their storefront. Problems with what you received (not delivered, defective, or not as described) are handled through the dispute process in Section 9, and nothing in this Section limits your statutory rights under Nigerian consumer protection law.
6.4 Digital products
Access to a digital product is granted through the Platform when your payment succeeds. Because a digital item cannot be returned once opened, an accessed digital item cannot be cancelled; the Refunds and Cancellations Policy sets out the details. If a digital item is defective or not as described, open a dispute under Section 9.
6.5 Packages and passes
a. A multi-session package is redeemed session by session. A session cannot be double-redeemed.
b. Refund rights for passes, and for packages that expire with sessions unredeemed, are set out in the Refunds and Cancellations Policy.
6.6 Bonuses, discount codes, and promo codes
a. Vendors may attach bonuses (a discount code, a free download, or a free ticket) to Listings. A bonus is granted once per qualifying purchase, and you are emailed when you earn one. Bonus discount codes are single-use, expire 90 days after issue, and can only be redeemed by the person they were issued to.
b. Vendors may also publish promo codes. A promo code may be limited to a set number of total uses and to a time window, can be used once per customer, and cannot be combined with another code on the same Order. A promo code discounts the eligible items it applies to, never the delivery fee. If an item bought with a promo code is refunded, you are refunded what you actually paid for it.
6.7 Reviews
a. Only a completed purchase can be reviewed: the Order Item must be fulfilled, not cancelled, not a no-show, not reversed, and not under dispute, and event tickets can be reviewed only after the event has ended. Each service or space purchase can be reviewed once per Order Item; an event can be reviewed once per customer; a product order can be reviewed once per business per customer. This is enforced automatically.
b. By posting a review, you grant us the licence in Section 11.2. Reviews must be your honest experience. Fake, incentivised, or retaliatory reviews violate Section 10.
c. Vendors may post a public reply to a review, and may edit or remove their reply.
7. Event tickets
a. Every published paid event on the Platform is required to state a refund policy. The policy that applies to your ticket is the one in force when you bought it: it is locked to your ticket at purchase and cannot be changed afterwards to your disadvantage.
b. Your ticket carries a QR code for check-in. Check-in is recorded once per ticket; a ticket cannot be used to admit twice.
c. If the Organiser cancels the entire event, you are refunded in full regardless of the refund policy, and notified by email. If the Organiser removes you individually from an event that is still going ahead, you are refunded in full and notified.
8. Delivery agents
a. A Delivery Agent joins the Platform only by invitation from a specific Vendor, and accepts by verifying through a one-time code. An agent acts for the Vendor who invited them, in respect of that Vendor's orders only.
b. Agents see a pool of that Vendor's unassigned deliveries and self-assign by claiming a job. A delivery can be claimed by only one agent; once claimed, it is that agent's to complete. Completion is a two-step flow, picked up and then delivered, and each step is a real state change on the Order visible to the Vendor and the Customer.
c. Delivery Agents are independent. They are engaged and compensated by the Vendor, not by us. We do not supervise, direct, or control how an agent performs a delivery, and nothing in these Terms makes an agent our employee, worker, or contractor.
d. Agents must handle Customer information received for a delivery (name, address, phone) only for performing that delivery, and must comply with Section 10.
9. Disputes between customers and vendors
a. A Customer who has a problem with an Order Item (not delivered, not as described, defective, or a service dispute) may open a dispute on the Order. Opening a dispute immediately freezes settlement of that item to the Vendor.
b. The Customer may submit evidence, which is stored privately and shared for the purpose of resolving the dispute. The Vendor is expected to respond and may submit its own account and evidence.
c. Disputes are resolved by our team. The resolution determines how the frozen funds move on the Platform: refunded to the Customer, released to the Vendor, or split as the resolution states. Our team may reopen and redo a resolution, in which case both parties are notified and the funds remain frozen until the redone resolution concludes. Resolutions are recorded with an audit trail.
d. The dispute process is provided to make resolution fast and fair on the Platform. It is not an arbitration or a court, it does not decide legal rights, and it does not prevent either party from pursuing remedies available under law. Knowingly opening a false or exaggerated dispute, or knowingly giving false evidence in one, is a serious violation of these Terms.
10. Prohibited conduct
You must not, anywhere on the Platform:
a. list, sell, or offer anything unlawful to sell or provide under Nigerian law, including stolen or counterfeit goods, weapons, illegal drugs or controlled substances, adult content or sexual services, hazardous or licence-restricted materials you are not licensed for, financial products, cryptocurrency, gambling, pyramid or multi-level marketing schemes, anything on the import prohibition list of the Nigeria Customs Service, or anything designed to deceive or defraud;
b. take or solicit payment outside the Platform for a transaction initiated on it, or otherwise circumvent the Platform's payment, commission, or protection mechanics;
c. post fake, purchased, exchanged, or incentivised reviews, or manipulate ratings in any way;
d. open false disputes, submit false evidence, or abuse the refund, cancellation, or bonus systems;
e. harass, threaten, or abuse any person you deal with through the Platform;
f. impersonate any person or business, or misrepresent your affiliation with anyone;
g. interfere with the Platform's operation or security, probe or test its vulnerabilities without our written permission, scrape or bulk-extract data from it, or access anything you are not authorised to access;
h. use personal data obtained through the Platform (including Customer order details and rider details) for any purpose other than the transaction it was shared for; or
i. use the Platform to send spam or unlawful marketing.
11. Content and intellectual property
11.1 Ours
The Platform, including its software, design, text, graphics, and trademarks, is owned by us or our licensors. These Terms give you no rights in it except the limited right to use the Platform as it is provided. You must not copy, modify, reverse engineer, or create derivative works from the Platform except as the law allows notwithstanding this clause.
11.2 Yours
You retain ownership of the content you submit to the Platform (Listing content, images, storefront branding, reviews, replies, messages). You grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, and distribute that content for the purposes of operating, promoting, and improving the Platform, for as long as it remains on the Platform, plus the period needed to remove it from backups and records. You confirm you have all rights needed to grant this licence, and that your content does not infringe anyone's rights.
11.3 Infringement complaints
If you believe content on the Platform infringes your intellectual property rights, contact us with: identification of the protected work, the location of the allegedly infringing content, your contact details, and a statement, made in good faith, that the use is not authorised. We may remove or disable content in response to substantiated complaints and may terminate repeat infringers under Section 15.
12. Privacy
Our collection and use of personal data is described in our Privacy Policy, which forms part of these Terms. Vendors who receive Customer personal data through the Platform are independently responsible for their own handling of it outside the Platform.
13. Third-party services
a. Payments are provided by Paystack, and your use of payment features is also subject to Paystack's own terms and policies.
b. Address search and location features use Google Maps, and Google's terms apply to that use.
c. The Platform may contain links to, or content from, third parties. We are not responsible for third-party services, sites, or content.
14. Availability and changes to the Platform
a. We work to keep the Platform available and reliable, but it is provided on an "as is" and "as available" basis. We do not promise uninterrupted or error-free operation, and we may suspend the Platform for maintenance.
b. We may add, change, or remove features. Where a change affects the money rules that applied to a transaction (fees, cancellation tiers, release conditions), the rules in force and displayed when the transaction was made continue to govern that transaction.
15. Suspension and termination
a. We may suspend or restrict your access to some or all of the Platform, remove or hide content, place Orders or payouts on hold pending investigation, or terminate your account, where we reasonably believe: you have materially or repeatedly violated these Terms; your use creates legal exposure, fraud risk, or harm to the Platform or its users; or we are required to by law or by our Payment Processor. Where practicable and lawful, we will notify you and give you an opportunity to respond.
b. You may stop using the Platform at any time, and may close your account through the account deletion process described in the Privacy Policy.
c. Termination, by either of us, does not erase what is already in flight. Existing Orders remain governed by these Terms: Pending Funds are still released, refunded, or resolved through disputes exactly as these Terms and the Vendor Terms provide, outstanding refund obligations survive, and Sections 4, 9, 11, and 16 through 21 survive termination.
16. Disclaimers
a. To the maximum extent permitted by law, we disclaim all warranties, express or implied, about the Platform, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
b. We make no warranty about, and accept no responsibility for, anything a Vendor lists, sells, provides, or fails to provide. The quality, safety, legality, and delivery of Listings, and the truth of Listing content, are the responsibility of the Vendor alone. Any claims regarding a product, service, space, or event lie against the Vendor.
c. Nothing in these Terms excludes or limits any right you have under Nigerian consumer protection law, including the Federal Competition and Consumer Protection Act 2018, that cannot lawfully be excluded or limited. In particular, nothing in these Terms limits your right to complain to the Federal Competition and Consumer Protection Commission.
17. Limitation of liability
a. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation by us, or for any liability that cannot be excluded or limited under Nigerian law.
b. Subject to Section 17(a), we are not liable for: indirect or consequential loss; loss of profits, revenue, business, goodwill, or data; losses arising from a Vendor's acts or omissions, including failure to fulfil, defective goods or services, or cancellation; losses arising from a Delivery Agent's acts or omissions; or losses arising from events outside our reasonable control.
c. Subject to Section 17(a), our total aggregate liability to you for all claims arising out of or in connection with the Platform in any 12-month period is limited to the greater of: the total fees actually paid by you to us in that period, and ₦100,000.
d. Amounts we hold or release as Pending Funds, refunds we process to Customers, and payouts we make to Vendors are the movement of transaction money under this agreement, not damages, and are not counted against the cap in Section 17(c).
18. Indemnity
You agree to indemnify us against third-party claims arising from your breach of these Terms or misuse of the Platform. Vendors give the broader indemnities set out in the Vendor Terms.
19. Governing law and disputes with us
a. These Terms, and any dispute between you and us arising out of or in connection with them or the Platform, are governed by the laws of the Federal Republic of Nigeria.
b. Before starting formal proceedings, you and we agree to try to resolve the dispute amicably: either party may give the other written notice of the dispute, and both will attempt in good faith to resolve it within 30 days.
c. If the dispute is not resolved that way, it shall be subject to the jurisdiction of the courts of competent jurisdiction sitting in Lagos State, Nigeria.
d. This Section does not limit your right to lodge a complaint with the Federal Competition and Consumer Protection Commission, the Nigeria Data Protection Commission, or any other regulator with competence.
20. Changes to these Terms
We may update these Terms from time to time. When we make material changes, we will give notice through the Platform, by email, or both, before the changes take effect where reasonably practicable. The effective date at the top of these Terms tells you when they were last changed. Your continued use of the Platform after changes take effect is your acceptance of the updated Terms. Changes do not apply retroactively to transactions already made (Section 14(b)).
21. General provisions
a. Entire agreement. These Terms, together with the Vendor Terms (for Vendors) and the policies incorporated by reference, are the entire agreement between you and us about the Platform, and supersede all prior discussions. Where these Terms and the Vendor Terms differ on a matter concerning a Vendor's business relationship with us, the Vendor Terms prevail.
b. Severability. If any provision of these Terms is held invalid or unenforceable, it will be enforced to the maximum extent permissible and the rest of the Terms remain in full force.
c. No waiver. Our not enforcing a provision is not a waiver of it.
d. Assignment. You may not assign or transfer these Terms or your account without our prior written consent. We may assign these Terms in connection with a merger, acquisition, restructuring, or sale of assets, and will notify you if we do.
e. Force majeure. We are not liable for delay or failure caused by events beyond our reasonable control, including outages of telecommunications, banking, or payment infrastructure, acts of government, civil unrest, or natural events.
f. Notices and electronic communications. You agree that we may provide all notices, records, and other communications relating to the Platform electronically, through the Platform or to your account or order email address, and that electronic communications satisfy any legal requirement that a communication be in writing. Notices to you are effective when sent. You give us formal notices at the contact email in Section 22.
g. Interpretation. Headings are for convenience only. "Including" means "including without limitation".
22. Contact
Questions about these Terms, formal notices, and intellectual property complaints can be sent to:
OrderFastNow Limited Email: support@orderfastnow.com
You can also reach our support team at any time through the in-app support system.