Sultini Express — Legal

Terms of Service

1. Who we are

Sultini Express ("we", "us", "Sultini") operates an online marketplace connecting customers in Sokoto with independent restaurants and pharmacies ("vendors") and independent delivery riders. Sultini Express does not prepare food, dispense medicine, or itself deliver orders — we provide the platform, payment processing, and logistics coordination connecting these parties.

2. Accounts

• You must provide accurate information when creating an account.
• You're responsible for keeping your login details secure and for activity on your account.
• We may suspend or close an account that we reasonably believe is being used fraudulently, abusively, or in violation of these terms.

3. Placing orders

• Orders are placed directly with the vendor through our platform. The vendor is responsible for the quality, safety, and accuracy of the items they list and prepare.
• Prices, availability, and delivery times shown are estimates provided by vendors and may change.
• Cash on delivery is only available to logged-in customers who have completed a minimum number of prior orders, as shown in the app. First-time and guest orders must be paid online.

4. Delivery and pickup

• Delivery is carried out by independent riders coordinated through Sultini Express, not Sultini employees.
• A one-time pickup code is issued for every order; you (or whoever collects on your behalf) must present it to collect a pickup order.
• Delivery times are estimates, not guarantees.

5. Payments

• Online payments are processed through Paystack. Sultini does not store your full card details — only a secure token, if you choose to save a card for faster checkout, which you can remove at any time from your account.
• Vendors and riders receive their share of each transaction (as shown to them at signup) after a short review window, during which either party can raise a dispute about that specific order.

6. Cancellations

You may cancel an order for free only while it is still awaiting the vendor's acceptance. Once a vendor has accepted and begun preparing an order, it can no longer be cancelled through the app — contact the vendor or Sultini support directly.

7. Disputes about an order

If something is wrong with a delivered order, you can report it from your account within a reasonable time after delivery. Reporting a problem automatically pauses that vendor's payout for the order while we look into it.

8. Vendors and riders are independent

Vendors and riders are independent businesses/contractors, not Sultini Express employees. Sultini is not responsible for the acts or omissions of vendors or riders beyond what is required by applicable Nigerian law, but we do review reported problems and take appropriate action, which may include removing a vendor or rider from the platform.

9. Limitation of liability

To the extent permitted by law, Sultini Express's liability for any issue arising from use of the platform is limited to the value of the order in question. We are not liable for indirect or consequential losses.

10. Changes to these terms

We may update these terms from time to time. Continued use of the platform after an update means you accept the revised terms.

Privacy Policy

1. What we collect

• Account details: name, email, phone number, password (stored securely, never in plain text).
• Order information: what you ordered, delivery address, order history.
• Payment information: handled by Paystack; we store only a secure payment token if you choose to save a card, never your full card number.
• Vendor and rider details: business/contact information, bank details for payouts.

2. How we use it

• To process and deliver your orders.
• To communicate order updates (email notifications about order status).
• To calculate and pay vendor and rider earnings.
• To improve the platform and investigate reported problems or disputes.

3. Who we share it with

• The vendor fulfilling your order (your order details and delivery address).
• The rider assigned to your delivery (your delivery address and contact number).
• Paystack, for processing payments.
• We do not sell your personal data to third parties.

4. Your rights

You can view your order history and saved addresses/cards from your account at any time, and delete a saved address or card yourself. To request a copy or deletion of your account data, contact us using the details below.

5. Data security

We use industry-standard measures (encrypted connections, access controls, and a payments provider that is PCI-compliant) to protect your data. No system is 100% secure, and we encourage you to use a strong, unique password.

Refund Policy

1. When a refund may apply

• The vendor rejects your order after you've already paid online.
• A reported problem with a delivered order is upheld after review (e.g. missing items, wrong order, or a genuine quality issue).
• A technical error caused you to be charged incorrectly (e.g. double-charged).

2. How to request one

For a delivered order, use "Report a problem" from your order history — this is also the fastest way to get a resolution, since it notifies us immediately. For any other payment issue, contact us using the details below with your pickup code and a description of the issue.

3. Timing

We aim to review refund requests within 2–3 business days. Approved refunds are returned to your original payment method and may take several additional business days to reflect, depending on your bank.

4. What isn't refundable

• Change-of-mind cancellations after a vendor has already started preparing the order.
• Delivery fees, once a rider has been dispatched, except where the delivery itself failed due to a Sultini or rider error.