Terms & Conditions

1 Definitions

In these Terms, the following definitions apply:

• "Customer" means any registered user who places orders for food, essentials, or package delivery through the Platform.
• "Vendor" means any registered restaurant, food outlet, or merchant who lists products on the Platform.
• "Rider" means any registered independent delivery partner who fulfils delivery requests through the Platform.
• "Order" means a confirmed request by a Customer for goods or delivery services placed through the Platform.
• "Wallet" means the in-app digital balance held within a user's Kugoo account.
• "KYC" means Know Your Customer — the identity verification process required for Vendors and Riders before they may transact on the Platform.

2 Eligibility

To use the Platform, you must:

• Be at least 18 years of age;
• Provide accurate, current, and complete information during registration;
• Have a valid Nigerian phone number capable of receiving SMS;
• Comply with all applicable laws and regulations of the Federal Republic of Nigeria.

Vendors and Riders must additionally complete KYC verification before transacting. Kugoo reserves the right to reject any application at its sole discretion.

3 Account Registration & Security

You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You agree to notify us immediately at support@trykugoo.com if you become aware of any unauthorised use of your account.

Kugoo will not be liable for any loss or damage arising from your failure to comply with this obligation. You may not create more than one account without prior written approval from Kugoo.

4 Platform Services

Kugoo provides a technology platform that connects Customers, Vendors, and Riders. Kugoo is not a restaurant, food producer, or delivery company. Kugoo does not own, prepare, or deliver the goods ordered through the Platform — these services are provided independently by Vendors and Riders.

Kugoo acts as a limited payment collection agent on behalf of Vendors and facilitates payments between the parties. Completion of payment to Kugoo constitutes fulfilment of a Customer's payment obligation to the Vendor.

5 Orders & Cancellations

Once an Order is placed and confirmed, it is binding. Customers may cancel an Order within two (2) minutes of placement for a full refund. After this window, cancellations are subject to review and may attract a cancellation fee.

Kugoo reserves the right to cancel any Order at any time due to circumstances beyond its control, including but not limited to vendor unavailability, out-of-stock items, or technical errors. In such cases, a full refund will be issued to the Customer's Kugoo Wallet or original payment method.

6 Payments & Refunds

Payments on the Platform are processed via Flutterwave or other approved payment processors. By making a payment, you authorise Kugoo to charge your selected payment method for the total Order amount including delivery fees and applicable charges.

Refunds for cancelled or failed orders will be credited to your Kugoo Wallet within 24 hours, or to your original payment method within 3–7 business days, depending on your bank.

Kugoo Wallet funds may be used for future orders on the Platform. Wallet funds are non-transferable and non-refundable to external bank accounts.

7 Delivery

Estimated delivery times are provided as a guide only and are not guaranteed. Delivery times may vary due to traffic, weather, restaurant preparation time, or other factors beyond Kugoo's control.

Risk of loss for delivered goods passes to the Customer upon physical handover by the Rider. Kugoo is not liable for loss or deterioration of goods after delivery has been confirmed.

8 Vendor Obligations

Vendors on the Platform agree to:

• Prepare orders accurately and in compliance with food safety regulations under the Nigerian National Agency for Food and Drug Administration and Control (NAFDAC) guidelines;
• Maintain a minimum acceptance rate of 70%;
• Not list prohibited, counterfeit, or illegal items;
• Respond promptly to customer complaints referred by Kugoo support.

Failure to meet these obligations may result in suspension or permanent removal from the Platform.

9 Rider Obligations

Riders on the Platform agree to:

• Comply with all Nigerian traffic laws and road safety regulations;
• Handle all orders with care and deliver to the correct address;
• Confirm pickup and delivery with the correct in-app verification codes;
• Maintain a minimum acceptance rate of 60% and a minimum rating of 3.5 stars.

Riders are independent contractors and are not employees, agents, or partners of Kugoo. Riders are solely responsible for their own taxes, insurance, and compliance with applicable law.

10 Prohibited Conduct

You agree not to:

• Use the Platform for any unlawful purpose or in violation of any Nigerian law or regulation;
• Engage in fraudulent transactions, including chargebacks without basis or fake order placements;
• Harass, abuse, or threaten any Vendor, Rider, Customer, or Kugoo staff;
• Attempt to reverse-engineer, decompile, or otherwise tamper with the Platform;
• Use automated bots, scrapers, or scripts to access the Platform;
• Post false, misleading, or defamatory reviews.

11 Intellectual Property

All content on the Platform, including but not limited to the Kugoo name, logo, design, text, graphics, and software, is the exclusive property of Kugoo Limited and is protected under applicable Nigerian and international intellectual property laws.

You are granted a limited, non-exclusive, non-transferable licence to use the Platform for its intended purpose. You may not reproduce, distribute, or create derivative works from any Platform content without Kugoo's prior written consent.

12 Ratings & Reviews

Customers may rate Vendors and Riders after each completed Order. Ratings must be honest and based on actual experience. Kugoo reserves the right to remove ratings that are fraudulent, abusive, or submitted in bad faith. Vendors and Riders may not solicit, incentivise, or otherwise manipulate Customer ratings.

13 Limitation of Liability

To the maximum extent permitted by applicable law, Kugoo shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, goodwill, or business interruption, arising from your use of or inability to use the Platform.

Kugoo's aggregate liability for any claim arising from these Terms shall not exceed the total fees paid by or to you through the Platform in the thirty (30) days preceding the claim.

14 Indemnification

You agree to indemnify, defend, and hold harmless Kugoo Limited, its directors, employees, agents, and licensors from and against any claims, damages, losses, liabilities, costs, and expenses (including legal fees) arising from: (a) your use of the Platform; (b) your breach of these Terms; or (c) your violation of any third-party rights.

15 Privacy

Your use of the Platform is also governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Platform, you consent to the collection and use of your information as described in the Privacy Policy. The Privacy Policy is available at trykugoo.com/privacy.html.

16 Modifications to Terms

Kugoo reserves the right to modify these Terms at any time. We will notify registered users of material changes via push notification or in-app notice at least 7 days before the changes take effect. Your continued use of the Platform after such notification constitutes your acceptance of the revised Terms.

17 Termination

Kugoo may suspend or permanently deactivate your account for breach of these Terms, fraudulent activity, legal requirements, or any reason Kugoo deems necessary, with or without notice. You may deactivate your account at any time through the Profile section of the app or by contacting support@trykugoo.com.

Upon termination, your right to access the Platform ceases immediately. Any outstanding obligations (including unsettled payments or pending order completions) survive termination.

18 Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute arising out of or in connection with these Terms shall first be referred to mediation. If mediation fails within 30 days, the dispute shall be resolved by binding arbitration in Lagos, Nigeria, under the Arbitration and Conciliation Act, Cap A18, Laws of the Federation of Nigeria 2004.

Nothing in this clause prevents either party from seeking urgent injunctive relief from a court of competent jurisdiction.

19 Contact Us

If you have any questions about these Terms, please contact us: