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, and payment-on-delivery coordination.

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.

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 zones, 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 zone 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

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.

We reserve the right to change pricing with 30 days’ notice. Price changes will be communicated through the app and via SMS to FC admins.

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 zone 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.

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
• 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 or account credentials with unauthorized parties

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) remains your property. You grant us a license to use this data solely to provide and improve the service.

11. Limitation of Liability

Relay is provided “as is” without warranties of any kind. We are not responsible for:

• Lost, damaged, or delayed deliveries
• Disputes between merchants, FCs, and riders
• Payment disputes or non-payment between parties
• Service interruptions due to network issues, server maintenance, or events beyond our control
• Losses resulting from unauthorized access to your account due to your failure to protect your credentials
• 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 and FCs

Our total liability for any claim arising from the use of Relay shall not exceed the amount you have paid us in the 3 months preceding the claim.

12. Termination

You may delete your account at any time through the app. We may suspend or terminate your account if you violate these Terms, 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.

13. 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.

14. Changes to These Terms

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

15. Contact Us

For questions about these Terms, contact us at:

Email: hello@relayapp.ng
Relay
Lagos, Nigeria