Terms & Conditions

These Terms & Conditions (“Terms”) govern your use of the Relay mobile application and website (relayapp.ng), operated by Relay (“we”, “us”, “our”). By creating an account or using the service, you agree to these Terms.

1. The Service

Relay is a coordination platform that connects merchants, fulfillment centers (FCs), and delivery riders for e-commerce order fulfillment in Nigeria. We provide tools for order management, rider assignment, delivery tracking, payment-on-delivery coordination, public fulfillment-center directory listings, customer-facing order submission pages, and customer-facing order tracking.

Relay is a coordination tool. We are not a logistics company, delivery service, or payment processor. We do not handle, ship, or deliver goods. We do not process payments between parties. Where the platform exposes public surfaces (such as a fulfillment center’s public order page or the customer order-tracking page), Relay routes information between the parties; the fulfillment center remains responsible for accepting, fulfilling, and communicating with the end customer.

2. Eligibility

You must be at least 18 years old and a resident of Nigeria to use Relay. By signing up, you confirm that you meet these requirements and that the information you provide is accurate.

3. Account Types & Responsibilities

Fulfillment Centers

• FC admins are responsible for setting up their center, delivery areas, fees, and operational settings (payment on delivery, pickup orders)
• FC admins are responsible for inviting and managing their merchants, riders, and staff via the invite system
• FCs are responsible for the accuracy of their delivery pricing, pickup fees, and area configuration
• FCs are responsible for accepting or declining incoming orders in a timely manner
• FCs are responsible for confirming inventory restocks from merchants
• FCs are responsible for settling all cash payments with merchants and riders outside of Relay — the app tracks amounts owed but does not process payments

Merchants

• Merchants are responsible for the accuracy of order information (customer details, delivery address, items, amounts)
• Merchants are responsible for maintaining accurate inventory levels and product information
• Merchants must only submit orders for legitimate products and services
• Merchants may invite staff members to help manage their operations

Riders

• Riders are responsible for completing assigned deliveries in a timely manner
• Riders must accurately update delivery statuses as orders progress (picked up, in transit, delivered)
• Riders may submit proof of delivery (photos and notes) when confirming deliveries
• Riders are responsible for handling goods with care and collecting the correct payment-on-delivery amount when applicable
• Riders are responsible for remitting collected cash payments to the fulfillment center

End Customers

• End customers may use Relay’s public surfaces — a fulfillment center’s public order page or the customer order-tracking page — without creating a Relay account
• By submitting a web-direct order on a fulfillment center’s public Relay page, the end customer authorizes that fulfillment center to fulfill the order and provides the customer information needed to do so
• The destination fulfillment center is the party that accepts, fulfills, and communicates with the end customer for any order placed through these surfaces; Relay routes the order but is not the merchant of record, seller of goods, or delivery operator
• Delivery PINs issued for tracking purposes are confidential and should be treated like a password; sharing a delivery PIN allows another person to view the associated order’s status

4. Pricing

Relay is free for all users during the first two weeks of a fulfillment center’s registration. After the trial period, a fee of ₦100 per delivered order is charged to the fulfillment center. There are no per-user fees — merchants, riders, and staff can be invited at no additional cost.

Relay reserves the right to increase or decrease the per-order service fee at its sole discretion, on 14 days’ notice. Pricing changes will be communicated through the app, by email, and via SMS to fulfillment-center admins. Continued use of Relay after a pricing change takes effect constitutes acceptance of the new fee.

5. Order Types

Delivery Orders

Standard orders where a rider picks up from the FC warehouse and delivers to the customer. Delivery fees are determined by the FC’s area configuration.

Pickup Orders

Orders where the customer collects directly from the FC warehouse. A unique 6-digit pickup code is generated for verification. The FC may charge a pickup fee as configured in their settings.

Payment on Delivery (POD)

When enabled by the FC, riders collect cash payment from customers upon delivery. The collected amount is displayed prominently in the app. Riders are responsible for the full collected amount until it is remitted to the FC. Relay tracks POD amounts but does not process, hold, or guarantee any payments.

Web-Direct Orders

Orders submitted by an end customer through a fulfillment center’s public Relay page. Web-direct orders are routed into the FC’s queue subject to rate-limiting safeguards (including IP-based throttling) and are accepted or declined by the FC inside the app. The FC is responsible for verifying the legitimacy of web-direct orders before fulfilling them.

Settlement and Billing Records

Relay maintains an audit trail of delivery fees, pickup fees, POD amounts, settlements, manual adjustments, and outstanding balances between merchants and fulfillment centers. These records are evidentiary only — Relay does not hold, custody, or transfer funds between parties. Reconciliation occurs off-platform.

6. Photos & Media

The app requests camera and photo library access for:

• Proof-of-delivery photos taken by riders at the point of delivery
• Product images uploaded by merchants for their inventory
• Optional profile avatars

Photos are compressed, uploaded to our secure storage, and accessible only to authorized users within the relevant fulfillment center. You retain ownership of photos you upload, and grant us a license to store and display them within the service.

7. Notifications & Communications

By using Relay, you consent to receive:

• Push notifications: Order updates, new assignments, inventory alerts, and team invites delivered via your device’s notification system
• SMS messages: One-time passwords (OTP) for authentication and invite codes when you are added to a team

Push notifications can be disabled in your device settings. SMS messages for authentication cannot be disabled as they are required for account access.

8. Offline Use & Data Sync

Relay supports offline functionality for riders. Delivery status updates made while offline are queued locally on your device and automatically synced when connectivity is restored. We are not responsible for data loss due to device failure, app uninstallation, or clearing of local storage before pending actions have synced.

9. Acceptable Use

You agree not to:

• Use Relay for illegal activities or to facilitate the delivery of prohibited goods
• Submit false or misleading order information
• Submit customer data you do not have a lawful basis to share
• Attempt to access another user’s account or data
• Reverse engineer, decompile, or tamper with the app
• Use automated systems or bots to interact with the service
• Share invite codes, delivery PINs, or account credentials with unauthorized parties
• Submit orders through public surfaces in a manner intended to overwhelm, defraud, or harass a fulfillment center

10. Intellectual Property

The Relay name, logo, app design, and all related materials are our property. You may not copy, modify, or distribute any part of the service without written permission.

Data you submit (orders, business information, inventory, customer details) remains your property. You grant us a non-exclusive, worldwide license to host, store, transmit, display, and process this data solely to provide, secure, and improve the service.

You represent and warrant that you have the lawful right and any required consents to submit the customer and order data you provide to Relay. You agree to indemnify and hold Relay harmless against any claim, loss, or liability arising from your submission, use, or handling of customer data on the platform.

11. AI-Assisted Features

Some features of Relay use third-party artificial-intelligence providers to assist you with data entry — for example, extracting product information from a website URL during merchant onboarding, or extracting delivery-area details from a document during fulfillment-center setup. AI-generated output is provided as a convenience and may contain errors, omissions, or misclassifications. You are responsible for reviewing and correcting any AI-generated output before saving or relying on it. Relay disclaims any warranty of accuracy, completeness, or fitness for purpose with respect to AI-assisted output, and is not liable for losses arising from your use of such output without verification.

12. Limitation of Liability

Relay is provided “as is” and “as available” without warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement. We are not responsible for:

• Lost, damaged, or delayed deliveries
• Disputes between merchants, FCs, riders, and end customers
• Payment disputes or non-payment between parties
• Service interruptions due to network issues, server maintenance, third-party provider outages, or events beyond our control
• Losses resulting from unauthorized access to your account due to your failure to protect your credentials, security PIN, or delivery PIN
• Data loss from pending offline actions that were not synced before device failure or app removal
• Cash handling disputes related to payment-on-delivery collections between riders, FCs, and merchants
• Errors in AI-assisted output that you accepted without review
• Web-direct orders submitted by end customers, including fraudulent, mistaken, or duplicate submissions; the receiving fulfillment center is responsible for verifying and accepting such orders
• Reliance on a third party who obtained access to a delivery PIN through the customer or fulfillment center
• Inaccuracies in payout, settlement, or balance records caused by data entered by you or a counterparty

To the maximum extent permitted by law, Relay’s total aggregate liability for any and all claims arising from or relating to your use of the service shall not exceed the greater of (a) the amount you have paid Relay in the 3 months preceding the claim, or (b) ₦10,000. In no event shall Relay be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits or lost business opportunities.

13. Termination

You may delete your account at any time through the app. We may suspend or terminate your account, restrict access to the service, or remove a public listing if you violate these Terms or if continued access poses a risk to the platform, other users, or end customers — with or without notice depending on the severity of the violation.

Upon termination, your access to the service will cease. We will retain your data as described in our Privacy Policy. Settlement records may be retained beyond account closure where required to resolve outstanding balances or comply with applicable law.

14. Dispute Resolution

Any disputes arising from these Terms or your use of Relay shall be governed by the laws of the Federal Republic of Nigeria. Disputes shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, disputes may be submitted to mediation or the courts of Lagos State, Nigeria.

15. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated through the app, by email, or via SMS at least 14 days before taking effect. Continued use of the service after changes take effect constitutes acceptance.

16. Contact Us

For questions about these Terms, contact us at:

Email: hello@relayapp.ng
Relay
Lagos, Nigeria