Terms of Service

1. Who we are

BitBite Express is a trading name of [COMPANY LEGAL NAME], a company registered in Nigeria with RC number [RC NUMBER], whose registered office is at [REGISTERED ADDRESS] (“BitBite”, “we”, “us”). You can reach us at [CONTACT EMAIL].

2. What we do

We operate in Kaduna, Nigeria. Through BitBite you can:

• Send a package: on-demand and scheduled delivery of parcels by bike, keke, car or van.
• Order food and shopping: order from independent restaurants and shops (“stores”) listed on BitBite, delivered by our riders.
• BitBite for Business: company accounts where staff order on the company’s account and the company pays a monthly invoice.

Stores sell their own food and goods: the store, not BitBite, is responsible for what it prepares and sells, including ingredients, allergens, quality and the accuracy of its menu. BitBite takes the order, collects payment and delivers it.

3. Your account

• You must be at least [18 — CONFIRM] years old to open an account.
• Give us accurate details and keep them up to date. Your phone number and email are how riders, stores and our team reach you about your orders.
• Keep your password private. You’re responsible for what happens on your account until you tell us it has been misused.
• One person per account. Don’t open accounts for someone else or to get round a suspension, a cash restriction or a promotion’s limits.
• If you open a business account, you confirm you’re allowed to act for that company, and the company is responsible for orders its members place on the account.

4. Orders and prices

• Prices are in Naira (₦). The price you see before you confirm is the price you pay, unless something below changes it.
• A price quote is held for 10 minutes. Prices can be higher at busy times or in some areas; any such increase is shown before you confirm.
• If the trip has to change after you order (for example the pickup or drop-off moves, a bigger vehicle is needed, or you add a stop), we work out a new price and ask for approval before it applies. If a change isn’t approved in time, the order follows the steps shown in the app (it may be cancelled, returned or continue as it was).
• You can book deliveries up to 7 days ahead. A scheduled food order is cancelled and refunded if the store is closed at that time.
• Each delivery has a 4-digit code. Only share it with the person receiving the delivery: a delivery completed with the right code counts as delivered. If you allow it, the rider may leave a delivery with someone else at the address and record their name and a photo.
• When you send to someone else, you confirm you may give us their name and phone number. We text them the delivery code and updates about the delivery.

5. Paying

• Online: online payments are made through OPay. We don’t receive or store your card details. OPay’s own terms also apply to the payment.
• Cash on delivery: pay the rider the amount shown in the app. If you don’t show up for cash orders twice within 90 days, we may switch off cash for your account for a time.
• Fees you owe from an earlier cash order (for example a cancellation fee) are added to your next order.
• Tips are optional and go in full to the rider.
• Promo codes and referral credit are discounts on future orders. They are not money, can’t be withdrawn or transferred, may have conditions and expiry dates, and are lost if your account is closed.
• Refunds of online payments go back through OPay to the way you paid. How long the money takes to reach you depends on OPay and your bank.

6. Waiting, cancelling and returns

These are the standard fees today. We may change them from time to time; the current amounts are always shown in the app before you confirm an order or a cancellation.

If the store, the rider or BitBite causes a cancellation or a return, you don’t pay these fees. A returned parcel is handed back to the sender, who confirms it with a return code. Our team can review who was at fault, and the charges follow that decision.

7. Parcels

You are responsible for describing your parcel accurately, packing it safely and having the right to send it. Do not send:

• anything illegal to possess or carry in Nigeria, including illegal drugs, stolen goods and counterfeit items;
• weapons, ammunition, explosives, fireworks or flammable, toxic or corrosive substances;
• cash, cheques, gold, jewellery or other valuables over [AMOUNT — CONFIRM];
• live animals, human remains, or perishable items not packed to survive the trip;
• anything too heavy or large for the vehicle you chose, or unsafe for the rider to carry;
• any other item on our prohibited list: [CONFIRM FULL PROHIBITED ITEMS LIST].

A rider may refuse a prohibited or unsafe item at the pickup; the order is then cancelled and the cancellation fee applies. We may report illegal items to the authorities.

Loss or damage. If a parcel is lost or damaged while we have it, tell us through support within [48 HOURS — CONFIRM] of the delivery time, with photos where you can. We review the delivery code, the rider’s photos and the trip record. Where we are responsible, we pay up to the value you declared when ordering, and no more than ₦50,000 per parcel [CONFIRM CAP]. Undeclared items are covered up to [AMOUNT — CONFIRM].

8. Food and shop orders

• The store sets its menu, prices, opening hours and preparation times, and is responsible for the food and goods it sells.
• Tell the store about allergies in the order note. BitBite can’t guarantee any item is free of an allergen.
• If items are missing or wrong, report it within 24 hours with a photo. We may refund part or all of the affected items, and recover the cost from whoever was at fault.
• If a store runs out of something, you can accept a substitute, remove the item, or cancel with a full refund.
• Delivery fee, any small-order fee and the service fee are shown at checkout. Delivery may be free over a minimum order amount, as shown in the app.

9. Business accounts

• Ordering on a company account starts once we set a credit limit. We may change the limit or the account’s terms with notice.
• Company admins invite colleagues and set each person’s monthly budget. Orders over a member’s or the company’s budget, or over the credit limit, are refused.
• On the 1st of each month we issue one invoice for the previous month’s charges, including any cancellation or waiting fees. Prices include VAT at 7.5%, shown on the invoice.
• Invoices are due within the payment terms on the account (14 days unless agreed otherwise). While an invoice is overdue, ordering on the account is paused until it is paid.
• [CONFIRM: late-payment interest or other remedies, if any]

10. Riders and stores

Riders and stores also agree to separate terms with BitBite [LINK OR ATTACH RIDER AND STORE AGREEMENTS], which cover approval, commission, documents, conduct and pay. In summary:

• Riders and stores are paid daily to a bank account checked with the bank, once their balance reaches the minimum (₦1,000 today). A failed transfer stays owed and is retried.
• Cash a rider collects on cash orders belongs to BitBite until it is settled. Riders holding more than the cash limit (₦20,000 today) get no cash orders until they settle.
• The store’s commission is agreed when the store is approved and shown in the store portal.
• We may suspend a rider or store for safety, fraud, repeated missed or cancelled orders, or breaking these terms, and will explain why.

11. How we expect everyone to behave

• Treat riders, store staff, customers and our team with respect. Abuse, threats, harassment or discrimination are not allowed.
• Don’t place fake orders, abuse promotions or referrals, interfere with the apps, or use BitBite for anything illegal.
• Ratings and comments must be honest and about the delivery or the store. We may remove reviews that are abusive or not genuine.

We may suspend or close an account that breaks these terms. If you think we got it wrong, contact support and a person will review it.

12. Our responsibility to you

• We will provide our services with reasonable care and skill. Your rights under Nigerian consumer protection law are not affected by these terms.
• Delivery times are estimates. Traffic, weather, road closures, security incidents and other events outside our control can delay or stop deliveries; we may pause an area for safety, and will tell you in the app.
• Apart from the compensation set out in section 7, and as far as the law allows, we are not responsible for indirect losses (such as lost profit or a missed appointment) caused by a late or failed delivery. [CONFIRM OVERALL LIABILITY LIMIT WITH COUNSEL]

13. Closing your account

You can stop using BitBite at any time and ask us to delete your account from your account page. See Deleting your account for what is deleted and what we must keep. Orders in progress, unpaid invoices and cash a rider holds for BitBite must be settled first.

14. Changes, law and disputes

• We may update these terms. We’ll show the date at the top and tell you in the app or by email before important changes apply. If you keep using BitBite after that, the new terms apply.
• These terms are governed by the laws of the Federal Republic of Nigeria.
• If something goes wrong, contact support first; most problems are solved there. If we can’t agree, disputes go to [CONFIRM: courts of Kaduna State / mediation or arbitration].

15. Contact

[COMPANY LEGAL NAME], [REGISTERED ADDRESS]. Email [CONTACT EMAIL], or open a support request in the app.