Legal
Terms of Service
Kelu connects people who need things delivered with verified, independent motorbike riders across Nigeria. These Terms of Service set out the rules for using our apps and services. Please read them carefully, by using Kelu, you agree to them.
Acceptance of these terms
These Terms of Service (the “Terms”) form a binding agreement between you and ED’S GO LTD regarding your use of the Kelu customer app, website and related services (together, the “Service”). By creating an account, booking a delivery, or otherwise using the Service, you confirm that you have read, understood and agreed to these Terms and to our Privacy Policy and Cookie Policy.
If you do not agree with these Terms, please do not use the Service.
Who we are
The Service is owned and operated by ED’S GO LTD (“Kelu”, “we”, “us” or “our”), a company incorporated under the laws of the Federal Republic of Nigeria with company registration number 9582169 and registered office at 23, Chief Imam Street, Agric, Epe, Lagos State, Nigeria.
You can reach us at [email protected] or +234 805 998 8084. Our website is getkelu.com.
Definitions
- Customer / you, a registered user who books deliveries through the Service.
- Rider, an independent contractor who has been verified by Kelu and who accepts and fulfils deliveries.
- Order / delivery, a request you place to move an item from a pickup location to a drop-off location.
- Item, the parcel, food, package or other permitted goods you ask a Rider to carry.
- Fare, the price shown for a delivery before you confirm it.
- Platform fee, the portion of the fare retained by Kelu for providing the Service.
- Wallet, the in-app balance you can top up and spend on deliveries.
- Territory, Nigeria, beginning with Edo State (Benin City) and expanding to additional cities, including Lagos and Abuja, over time.
Eligibility
To use the Service you must be at least 18 years old and able to enter into a binding contract under Nigerian law. By using the Service you confirm that you meet these requirements and that the information you give us is true, accurate and current.
You may hold only one customer account unless we agree otherwise in writing. We may refuse, suspend or close an account if we reasonably believe the eligibility requirements are not met or the information provided is false.
Your account
You need an account to book deliveries. You are responsible for keeping your login details and the device you use secure, and for all activity that happens under your account. Tell us immediately at [email protected] if you suspect any unauthorised use.
Keep your name, phone number and other details up to date so that Riders can complete deliveries and we can reach you. We are not responsible for failed deliveries caused by inaccurate or out-of-date information you provide.
The service
Kelu is a technology platform that matches you with independent Riders who carry out deliveries. We provide the app, the matching, payment handling and support. We do not ourselves transport items, and we are not a courier, carrier or logistics company.
When you place an order, we offer it to nearby available Riders. A Rider may accept or decline. Once a Rider accepts, you can track the delivery in the app, message the Rider, and see status updates from pickup through to drop-off.
We work hard to keep the Service available and accurate, but we may change, suspend or withdraw features, or take the Service offline for maintenance, at any time. We are not obliged to keep any particular feature available.
Booking a delivery
To book, you enter your pickup and drop-off locations, describe the item, choose a payment method, and confirm the order at the fare shown. By confirming, you instruct us to find a Rider and authorise the relevant payment.
You are responsible for entering correct addresses and contact details. A Rider is only required to collect from and deliver to the locations entered in the app. Changing a location after booking may change the fare or require a new order.
You confirm that you are entitled to send the item, that you know its contents, and that it is legal and permitted under these Terms.
Prohibited & restricted items
You must not use the Service to send anything illegal, dangerous, or otherwise prohibited. Prohibited items include, without limitation:
- Illegal drugs, narcotics and controlled substances;
- Firearms, ammunition, weapons, explosives and fireworks;
- Flammable, corrosive, radioactive or hazardous materials;
- Cash, bullion, precious metals or stones, and bearer financial instruments;
- Stolen, counterfeit or smuggled goods;
- Human remains, body parts, organs or hazardous biological or medical waste;
- Live animals;
- Pornographic or obscene material, and any item whose carriage is restricted or requires a licence you do not hold.
If we have reason to believe the Service is being used for an unlawful purpose, we may cancel the order, suspend your account, and report the matter to the relevant authorities. You are solely responsible for the legality of anything you send.
Food, medicine and perishables. You may send these at your own risk. Kelu does not prepare, inspect or guarantee the condition, safety, freshness or genuineness of any food, medicine or perishable item, and is not liable for spoilage, deterioration or harm arising from such items, except where an item is lost in transit. Always follow professional and medical advice before consuming anything you receive.
Packaging & sender duties
You are responsible for packaging items securely and appropriately for transport on a motorbike, including sealing, padding and protecting anything fragile. You bear the risk of damage to items that are not adequately packaged. Where helpful, add handling notes to the order or speak with the Rider directly.
Fares & platform fee
The fare for each delivery is shown in the app before you confirm. Fares are quoted in Nigerian Naira (₦) and are calculated from factors such as distance, estimated time and demand.
Of each delivered fare, the Rider receives 85% and Kelu retains a 15% platform fee. We may change fares, the platform fee and the way fares are calculated at any time; changes apply to orders placed after the change. Additional charges (for example, waiting time or a changed location) will be shown where they apply.
Payment & wallet
You can pay using your in-app wallet, a debit/credit card, or cash at pickup or drop-off, where offered. Card payments and wallet top-ups are processed by our payment partner, Paystack. By paying, you also agree to Paystack’s terms and accept any fees your bank or card issuer may charge.
When you choose wallet or card, the fare is taken when you place the order. We do not store your full card details, these are handled securely by Paystack. Card payments are accepted in Naira only.
Your wallet
Your wallet holds a Naira balance you top up in advance and spend on deliveries. Topping up your wallet is not a deposit of money with us; it is a prepayment for the Service. Refunds, where due, are returned to your wallet unless we decide otherwise. Wallet balance can be spent on deliveries but cannot be withdrawn to a bank account, except where we issue a refund. The minimum top-up is ₦500 and the maximum is ₦100,000 per transaction, and any Paystack processing fees on top-ups or card payments are borne by you.
Cancellations & refunds
Cancelling an order
You can cancel an order in the app. If you cancel before a Rider is assigned, no charge applies. If you cancel after a Rider has accepted or begun travelling to the pickup, a cancellation fee may apply to cover the Rider’s effort, and the amount is shown in the app. You will not be charged if you cancel within 2 minutes of a Rider accepting.
We may cancel an order if, for example, the location is outside our service area, we cannot reach you to confirm, the item appears to be prohibited, the information given is insufficient, or the order cannot be completed for reasons beyond our control.
Refunds
Where you have prepaid by wallet or card and an order is cancelled before pickup, or an eligible refund is due (for example, the item is lost in transit), we refund the amount to your wallet. Refund decisions are made by Kelu acting reasonably. To request a refund, contact [email protected] within 48 hours of the order, with details and any photos.
Complaints about damage, delay or a missing item should reach us within 48 hours of the delivery so we can investigate while the trail is fresh.
Ratings & reviews
After a delivery you may be asked to rate and comment on your experience, and the Rider may rate you. Ratings help keep the community safe and reliable. You agree that we may display and use ratings and comments to operate and improve the Service, and that we may remove content that is abusive, unlawful, or that reveals someone’s personal information.
Riders are independent
Riders are independent contractors, not employees or agents of Kelu. We verify Riders before they join and set community standards, but each delivery is carried out by the Rider in their own discretion. To the extent permitted by law, we are not responsible for the acts or omissions of Riders beyond what these Terms expressly state.
Acceptable use
When using the Service you agree not to:
- break any law, or use the Service for an unlawful or fraudulent purpose;
- send prohibited or restricted items;
- impersonate anyone, or harass, threaten or abuse Riders, staff or other users;
- provide false, misleading or incomplete information;
- interfere with, disrupt, reverse-engineer, copy or attempt to gain unauthorised access to the Service or its systems;
- use bots, scrapers or automated tools to access the Service; or
- resell, transfer or sublicense your account or access to the Service.
Breaking these rules may lead to suspension or closure of your account, and where appropriate, legal action and reports to the authorities.
Intellectual property
The Kelu apps, website, name, logo and all related content are owned by ED’S GO LTD or our licensors. We grant you a limited, personal, non-exclusive, non-transferable and revocable licence to use the Service for your own non-commercial use, subject to these Terms. No other rights are granted.
Disclaimers
The Service is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim all warranties not expressly set out in these Terms, including implied warranties of merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that location data and time estimates will always be accurate.
Limitation of liability
To the fullest extent permitted by Nigerian law, Kelu will not be liable for indirect, incidental, special or consequential loss, or for loss of profits, revenue, data, goodwill or anticipated savings, arising from your use of (or inability to use) the Service.
Our total liability to you for any claim connected with the Service or a delivery will not exceed the fare paid for the affected order, except where you declared a higher value before pickup under our declared-value cover, in which case it will not exceed the value you declared. Nothing in these Terms limits liability that cannot be excluded under applicable law, including for death or personal injury caused by our negligence, or for fraud.
Deliveries made through Kelu are covered by our goods-in-transit insurance, subject to its terms and limits. For items worth more than ₦50,000, declare their value in the app before pickup so they are covered up to the amount you declare. Anything above what you declare, or items you choose not to declare, is carried at the sender’s risk.
Indemnity
You agree to indemnify and hold Kelu, its officers, employees and partners harmless from claims, losses, liabilities and reasonable costs arising from your use of the Service, your breach of these Terms, the items you send, or your violation of any law or third-party right.
Suspension & termination
You may stop using the Service at any time. We may suspend or terminate your access if you materially or repeatedly breach these Terms, if we are required to by law, or if we reasonably believe your conduct creates risk or harm to others, to Riders or to us. Where we can, we will tell you the reason, unless doing so would be unlawful or compromise safety or an investigation. Outstanding fees remain payable.
Deleting your account
You can ask us to delete your account by using the in-app option or by emailing [email protected] with the subject “Delete my account”. We will delete your account and associated personal data, subject to records we must keep by law (see the Privacy Policy).
Changes to these terms
We may update these Terms from time to time, for example, to reflect new features, or legal, regulatory or security needs. If a change materially affects you, we will give reasonable notice through the app, by email or on our website. Continuing to use the Service after a change means you accept the updated Terms.
Governing law & disputes
These Terms are governed by the laws of the Federal Republic of Nigeria. We will try to resolve any dispute with you directly first, please contact us. If we cannot resolve it, the courts of Lagos State, Nigeria will have jurisdiction.
General terms
Severability. If any part of these Terms is found unenforceable, the rest remains in force.
Assignment. You may not transfer your rights under these Terms. We may transfer ours to an affiliate or successor (for example, on a sale of the business).
No waiver. If we do not enforce a right immediately, we do not give it up.
Force majeure. We are not liable for failures or delays caused by events beyond our reasonable control, such as natural disasters, civil unrest, network or power failures, or government action.
Entire agreement. These Terms, together with the Privacy Policy and Cookie Policy, are the entire agreement between you and us regarding the Service.
Contact us
Questions about these Terms? Reach us at:
ED’S GO LTD
23, Chief Imam Street, Agric, Epe, Lagos State, Nigeria
Email: [email protected]
Phone: +234 805 998 8084
Web: getkelu.com