Terms of service

These terms are an agreement between you and Dispacha ("Dispacha", "we") for the Dispacha website and app. By creating an account or using Dispacha you agree to them. If you do not agree, please do not use the service.

1. What Dispacha is

Dispacha is a platform. It connects senders with independent dispatchers (riders and drivers, alone or in a dispatch company) for parcel delivery, and shippers with verified carriers for freight on the load board. Dispatchers and carriers are independent businesses, not our employees. We run the platform, take payment, and hold or release it as described below.

2. Your account

• You must be 18 or older and give a real phone number. We sign you in with a one-time code sent by SMS or WhatsApp.
• Keep your phone and codes private. You are responsible for activity on your account.
• Dispatchers and carriers must submit true identity, vehicle and, for freight, insurance and road-worthiness documents, and keep them valid. We may approve, refuse or suspend any account.

3. Parcel deliveries

• The price shown at booking is the price you pay: the delivery fare, a platform fee of 5% and VAT of 7.5%.
• You must pay before a rider can see the job. A booking not paid within the time shown expires.
• Give accurate addresses, phone numbers and a true description of the parcel. Wrong details can make a delivery fail (see refunds below).
• Delivery is confirmed by a 4-digit code the recipient gives to the rider, and a photo taken at the door. Do not share the code with anyone but the recipient.

4. Prohibited items

You may not send anything illegal or dangerous, including weapons and ammunition, explosives, drugs, counterfeit goods, stolen goods, live animals, human remains, flammable or toxic substances, and large sums of cash. Riders may refuse any parcel they reasonably believe breaks this rule. We may cooperate with law enforcement.

5. Cancellations and refunds for parcels

A delivery can end before it is completed. What you get back depends on why. Refunds go to the card or account you paid with, normally within a few business days. The part that is kept is shared between the rider (and their company, if any), the platform fee and VAT in the same proportion as a normal trip.

You can see the exact amount before you confirm a cancellation. Percentages are of the total you paid. If you think a result is wrong, contact support within 7 days and we will look at the rider's notes and photos.

6. Freight and escrow

• A shipper posts a load with a price. A verified carrier books at that price or bids, and the shipper picks one.
• The shipper pays the agreed rate into escrow through Paystack. We hold it until delivery is confirmed by the receiver's 4-digit code and the carrier's photos, then release it to the carrier.
• Dispacha takes a commission of 17% of the agreed rate, which already includes VAT. The carrier receives the rest.
• A shipper may cancel and be refunded in full before pickup. After pickup, escrow cannot be cancelled. The shipper can raise a dispute while the truck is on the road. Escrow is then frozen and we decide whether to release it or refund it, based on the evidence from both sides. Our decision on a dispute is final on the platform, and does not remove either party's legal rights.
• Carriers must hold valid insurance and road-worthiness papers. Cargo insurance for the goods is arranged by the parties, not by Dispacha, unless we say otherwise in writing.

7. Payouts

Dispatcher and carrier earnings are credited to their Dispacha wallet when a job is settled. Withdrawals to a bank account are processed as we make them available. We may hold or reverse earnings that came from fraud, a chargeback, or a breach of these terms.

8. How you must behave

• No fraud, fake bookings, abuse, harassment or discrimination.
• No taking jobs or payments outside Dispacha to avoid fees, for jobs first found on Dispacha.
• No tampering with the app, location data or delivery codes.

We may suspend or close an account that breaks these rules, and withhold money linked to the breach.

9. Location and tracking

Riders and carriers share their location during a job so senders can follow it. By using Dispacha as a rider or carrier you agree to this. See the privacy policy for details.

10. Our responsibility

• We provide the platform "as is". We do not carry the goods ourselves and do not guarantee that every delivery will be made on time.
• Where a parcel is lost or damaged in the hands of a rider, tell us within 48 hours with photos. We will review it and, where the rider is at fault, refund the delivery fare. We are not liable for the value of goods unless we agree in writing, so please do not send items of high value through the standard parcel service.
• To the extent the law allows, our total liability to you for any claim is limited to the amount you paid for the delivery or load concerned. We are not liable for indirect or lost-profit losses. Nothing here limits liability that cannot be limited by law.

11. Changes and ending

We may update these terms. If a change matters, we will tell you in the app. Continuing to use Dispacha means you accept the new terms. You may stop using Dispacha at any time. Money owed to or by you at that point is still settled.

12. Law and disputes

These terms are governed by the laws of the Federal Republic of Nigeria. Please contact us first so we can try to fix a problem informally. If we cannot, the courts of Nigeria have jurisdiction, unless the law gives you the right to go elsewhere.