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Terms & Conditions

Terms & Conditions for freshswift.shop (Nigeria)

These Terms & Conditions (“Terms”) govern your use of freshswift.shop’s website, mobile app, and grocery delivery services (collectively, the “Services”) as a user in Nigeria. By accessing or using our Services, you agree to comply with these Terms, the Nigerian Consumer Protection Council (CPC) Act, the Nigerian Data Protection Regulation (NDPR) 2019, and other applicable local laws. If you do not agree to these Terms, please do not use our Services.

1. Eligibility to Use Our Services

To use freshswift.shop’s Services, you must:

  • Be at least 18 years old (or have parental/guardian consent if you are under 18, with the guardian accepting these Terms on your behalf);
  • Provide accurate, complete, and up-to-date information (e.g., name, address, phone number) when creating an account or placing an order;
  • Reside within our designated delivery coverage area (see our Delivery Information page for details);
  • Use our Services for personal, non-commercial purposes only (business or bulk orders require prior written approval from freshswift.shop).

2. Account Registration & Security

  • Account Creation: You may register an account to track orders, save delivery addresses. You are responsible for maintaining the confidentiality of your account password and login details.
  • Account Responsibility: You agree to notify us immediately (via onlinesupermarket2424@gmail.com) if you suspect unauthorized access to your account. We will not be liable for any loss or damage caused by your failure to secure your account.
  • Accuracy of Information: You must update your account information (e.g., changed address or phone number) promptly. We are not responsible for delivery delays, missed orders, or errors resulting from outdated information.

3. Order Placement & Confirmation

a. How to Place an Order

  • Browse our product catalog, add items to your cart, and proceed to checkout. You must review your order (items, quantities, delivery address, and payment method) before submitting it.
  • All product prices are displayed in Nigerian Naira (NGN) and include applicable taxes (e.g., VAT). Prices are subject to change without prior notice, but we will charge the price displayed at the time you place your order (unless the product is unavailable or priced incorrectly—see Section 3c).

b. Order Confirmation

  • After submitting your order, you will receive an email/SMS/WhatsApp confirmation with your order number, estimated delivery time, and order summary. This confirmation does not mean your order is final—we reserve the right to accept or reject your order (e.g., if a product is out of stock or payment fails).
  • We will notify you within 1 hour of order submission if we cannot fulfill your order (e.g., due to stock shortages). If rejected, any payment made will be refunded within 3–5 working days (depending on your payment method).

c. Pricing Errors & Stock Shortages

  • In the event of a pricing error (e.g., a product is incorrectly priced), we will contact you to confirm if you wish to proceed at the correct price or cancel the order (with a full refund).
  • If a product is out of stock after you place an order, we will:
    1. Offer a suitable replacement (e.g., a similar brand of rice or oil) at the same price; or
    2. Refund the cost of the out-of-stock item to your original payment method.
  • We will notify you of replacements or stock shortages via phone/WhatsApp before delivery. If we cannot reach you, we will proceed with option 2 (refund) and include a note with your order.

4. Payment Terms

We accept the following payment methods (all in NGN):

  • Mobile Wallets: Flutterwave, Paystack, Opay, Palmpay (payments are processed instantly—you will receive a receipt once confirmed).
  • Bank Transfers: GTBank, Access Bank, Zenith Bank, First Bank (please include your order number in the transfer description to avoid delays).
  • Cash on Delivery (COD): Available for orders under 50,000 NGN. You must pay the exact amount in cash to the delivery rider at the time of delivery—riders do not carry change.

Payment Security & Refunds

  • We use NDPR and PCI DSS-compliant payment processors to protect your payment details (we never store full card information on our servers).
  • Refunds for canceled orders, out-of-stock items, or damaged goods will be processed within 3–5 working days. Refund timelines for specific methods:
    • Mobile wallets: 1–2 working days;
    • Bank transfers: 3–5 working days;
    • COD: Not applicable (no payment is made until delivery).

5. Delivery Terms

Our delivery terms are outlined in detail in our Delivery Information page, but key points include:

  • Delivery Windows: You must be available at the specified delivery address during your chosen window. If no one is available to receive the order, we will:
    1. Attempt to contact you for 30 minutes;
    2. Leave the order at your gate/doorstep (if you opted for contact-free delivery); or
    3. Reschedule delivery for the next available window (with a 500 NGN re-delivery fee, unless the delay is due to our error).
  • Delivery Fees: Fees apply based on your order total (see Delivery Information for details). Free delivery is available for orders over 30,000 NGN (or 25,000 NGN for loyalty program members).
  • Damaged or Missing Items: You must inspect your order at the time of delivery and report any damage or missing items to the rider (who will confirm via their device) or contact our customer care within 24 hours. We will arrange a refund or replacement for verified issues (see Section 6).

6. Returns & Complaints

a. Returns

We accept returns of products only if:

  • The product is damaged, expired, or incorrect (e.g., you ordered tomatoes but received onions);
  • You report the issue within 24 hours of delivery (with photos of the product and order summary);
  • The product is unused and in its original packaging (for non-perishables like snacks or household items).

To request a return:

  1. Contact customer care via WhatsApp (+234 814 946 9501) or email (onlinesupermarket2424@gmail.com) with your order number and photos of the issue.
  2. We will verify the issue within 24 hours and arrange for a return pickup (free of charge) or a refund.

b. Complaints

We strive to resolve complaints quickly. To submit a complaint (e.g., about delivery delays, rude service, or product quality):

  • Contact our customer care team via:
    • WhatsApp: +234 814 946 9501 (response within 30 minutes, 9 AM – 9 PM daily);
    • Email:onlinesupermarket2424@gmail.com(response within 12 hours);
    • Phone: +234 814 946 9501 (9 AM – 8 PM daily).
  • We will acknowledge your complaint within 1 hour and provide a resolution within 3 working days (e.g., a refund, discount on your next order, or replacement).

7. Our Responsibilities & Limitations of Liability

a. Our Responsibilities

  • Provide fresh, quality products that meet Nigerian food safety standards (e.g., non-expired produce, properly stored meats).
  • Deliver orders within the agreed window (unless delayed by factors beyond our control—see Section 7b).
  • Protect your personal data in compliance with NDPR (see our Privacy Policy for details).

b. Limitations of Liability

We will not be liable for any loss or damage caused by:

  • Factors beyond our control: Traffic congestion, road closures, public holidays, power outages, or natural disasters (we will notify you of delays and reschedule delivery).
  • Your actions: Providing incorrect delivery information, missing the delivery window, or failing to inspect your order at delivery.
  • Third-party actions: Delays or errors by payment processors or delivery riders (we will work with third parties to resolve issues, but we are not responsible for their mistakes).
  • Indirect losses: Loss of profit, inconvenience, or missed events (we only compensate for direct losses, e.g., the cost of a damaged product).

8. Termination of Services

We may suspend or terminate your access to our Services without prior notice if:

  • You violate these Terms (e.g., providing false information, using the Services for commercial purposes, or harassing our staff);
  • You fail to pay for orders (including COD amounts);
  • We suspect fraudulent activity (e.g., unauthorized payment attempts or fake accounts).

You may terminate your account at any time by emailing onlinesupermarket2424@gmail.com with your account details. Upon termination, we will delete your personal data (unless required by law to retain it—see our Privacy Policy).

9. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, Nigerian laws (e.g., CPC Act updates), or market conditions. When we make changes:

  • We will post the updated Terms on our website/app with a “Last Updated” date;
  • We will notify you via your registered email/WhatsApp at least 7 days before the changes take effect.

Your continued use of our Services after the effective date means you accept the updated Terms.

10. Governing Law & Dispute Resolution

  • These Terms are governed by Nigerian law (including the CPC Act and NDPR).
  • Any dispute arising from these Terms or our Services will first be resolved through negotiation with our customer care team (within 7 working days).
  • If negotiation fails, the dispute will be referred to the Lagos Multi-Door Courthouse (LMDC) for mediation (for Lagos users) or the appropriate state-level alternative dispute resolution (ADR) body for users in other states.
  • Litigation will only be pursued if mediation fails, and will take place in the court of the state where you reside.

11. Contact Us

If you have questions about these Terms, contact our customer care team:

  • Email: onlinesupermarket2424@gmail.com
  • Phone: +234 814 946 9501
  • WhatsApp: +234 814 946 9501
  • Office Address: Number 13 Orisunbare Street, Ojoo Lakoto, Oyo State, Nigeria

Last Updated: October 2025