App Usage Terms

Established on the 16th day of February, 2009, Koastal karriers Overseas Nigeria limited was set up to provide integrated and customer oriented services in Nigerian economy. i.e general logistics and delivery of items from to door to door.

1. Using the Koastal Karriers app

1.1 The use of the Koastal Karriers app requires installation of the software and registration of a user account. During the installation of the Koastal Karriers app, the mobile number of the Koastal Karriers service user is linked to the respective user account and added to the database.

1.2 When using the Koastal Karriers app, the user can choose whether he/she wishes to pay in cash or via in-App payment for the delivery service to the driver. Once a payment option has been selected, the user cannot change this.

1.3 Any complaints can be sent to our support team via email, through the Koastal Karriers App by using the support button, or by calling our support line +2348039012019 (available on weekdays 09.00-17.00 W.A.T).

2. Koastal Karriers in-App payment conditions (available only in certain countries, please follow instructions on your local application)

2.1 In-App payments can be made by a user of the Koastal Karriers app who has included his/her card on the app.

2.2 When making in-App payments, the receiver of the payment is Koastal Karriers Overseas Agency Limited, who forwards the received payment to the delivery service provider.

2.3 When making in-App payments, a service fee is added per each order of delivery service. The named service fee includes payment commission fees, incl. Visa / MasterCard service fees. The amount of the service fee is displayed in the mobile app. In the event that the in-App payment intermediary enacts a fee for the usage of the payment service, which has to be paid by the customers separately, then the named fees are not included in the Koastal Karriers credit card and in-App payment fee.

2.4 The intermediation of card payments in the Koastal Karriers app is carried out through Payment Gateway.

2.5 Koastal Karriers shall be responsible for the functioning of card payments and offers card owners support in solving problems. The resolution of in-App payment related disputes also takes place through Koastal Karriers in cases where the issue is directly related to the in-app payment process. The contact for Koastal Karriers in-App payment support service is:nigeria@Koastal – Inquiries submitted by e-mail shall receive a response within 5 working days. Koastal Karriers shall resolve all in-App payment related complaints and applications upon complete clarity on the issue within five business days.

2.6 When offering in-App payments, Koastal Karriers acts as the economic agent of delivery service providers by intermediating payments made in the Koastal Karriers app. The obligation of the customer in front of the delivery service provider shall be considered fulfilled as of the moment when the payment order is made for the payment of funds into the Koastal Karriers bank account. Koastal Karriers shall not be responsible for the exercise of the customer’s payment order.

3. Ordering or cancelling a delivery service

3.1 If the Koastal Karriers app user orders a vehicle and the driver has confirmed the receipt of service then the delivery is considered pre-ordered.

3.2 Cancelling the use of an ordered delivery is considered to be the situation where the driver has been notified about the receipt of an order and the Koastal Karriers app user waives the use of the delivery service after a notice has been received.

3.3 Cancelling the use of an ordered delivery is also considered to be the situation where the user of the Koastal Karriers app or people whom the delivery was ordered for do not appear in the vehicle within 8 minutes as of the time when the driver notified them about the arrival of the vehicle in its destination.

3.4 In case of cancelling the delivery service the Koastal Karriers app user is required to pay 800 Naira as a penalty fee. In the event that the Koastal Karriers user notifies about the cancelling of delivery service within 5 minutes as of receiving of the notification concerning the receipt of the order through Koastal Karriers, the user does not have to pay the penalty fee.

3.5 We have the right to revoke the right to use the app if the user has waived the use of delivery service on 3 successive instances in one 24 hour period. In that case the app notifies the user about the number of cancellations and after waiving the 3rd time, Koastal Karriers cancels the usage right. Koastal Karriers usage right can be cancelled for up to six months. After that the user can reactivate his/her user account by contacting the local team via email. Access to app can also be revoked on the basis of harassment, providing false information/allegations and engaging in any criminal activities.

4. Use of the Koastal Karriers app

4.1 Koastal Karriers is a mobile app that enables persons requiring a delivery service to find a suitable provider closest to them.

4.2 The use of the Koastal Karriers app is based on a non-exclusive licence issued by Koastal Karriers Technology OÜ. The licence agreement is valid for a non-limited period and is free of charge for the customer. In case of any faults in the software, we shall endeavour to correct them as soon as possible, but please keep in mind that the functionality of the app may be restricted due to occasional technical errors and we are not able to guarantee unlimited faultless functioning of the app at all times. We shall also accept no liability for any losses incurred as a consequence of the Koastal Karriers app not functioning or not being usable in the desired manner. In the event that the customer’s right to use the app is cancelled, the corresponding non-exclusive licence shall also be repealed.

4.3 As the Koastal Karriers app is primarily a link between customers and delivery service providers, Koastal Karriers cannot influence or take any responsibility for the quality or defects of the service. Driver-partners are not employees and for this reason, we are unable to guarantee consistently accurate and faultless provision of delivery services located via Koastal Karriers. For resolving complaints please contact our support team (referred to in clause 1.3).

4.4 The Koastal Karriers app does not constitute an offer or brokerage of delivery for customers. The Koastal Karriers app is not a means for organizing the provision of delivery services. It is also not an agency service for finding customers for delivery providers.

4.5 The consumer’s right of refund (withdrawal) is not applied to Koastal Karriers app orders.

4.6 A rider must be 18 and above to register and ride. If a rider in under the age of 18, he or she must be accompanied by someone who is 18 years or older. Unaccompanied minors are not to be in rides and Koastal Karriers bears no liability for unaccompanied minors.

4.7 The Koastal Karriers app is set up to help people move from point A to B and is not a means for the delivery of parcels. Moving parcels is not under the purview of this platform and Koastal Karriers shall not be held liable for missing or undelivered parcels. A rider must also be accountable for their items during a ride.

4.8 Koastal Karriers would help to recover lost and forgotten items only in the event that these items are found by the driver-partner and taken to the Koastal Karriers office. Furthermore, these recovered items that have been taken to the Koastal Karriers office have a 14-day time span to be retrieved after which Koastal Karriers will not be held liable for them.

5. By registering an account with Koastal Karriers, a customer shall accept the following conditions

5.1 Koastal Karriers shall have the right to add the personal data of the app user to the Koastal Karriers database and to forward the personal data to delivery service providers in accordance with Koastal Karriers’s Privacy Policy (https://Koastal

5.2 Koastal Karriers shall have a right to make unilateral amendments to the Terms and Conditions and Privacy Policy and to relinquish the database to third parties. We may notify users of changes to Terms and Conditions and Privacy Policy.

5.3 Koastal Karriers shall be entitled to transfer the database of personal data to third parties without prior notification of the app users. In case of a transfer of the business or the database, the rights and conditions arising from this licence agreement shall be transferred as well.

5.4 Koastal Karriers shall be entitled to forward personal data and bank data to credit card and mobile payment intermediaries.

5.5 Koastal Karriers has the right to send marketing messages and authentication codes through SMS messages.

5.6 Koastal Karriers only encourages the use of 2 modes of payments i.e Bank payment and the in-App payment (Card) Koastal Karriers bears no liability on damages that may occur outside the outlined acceptable payment methods.

6. Good practice of using the Koastal Karriers app

6.1 Koastal Karriers is committed to contributing to improvement of the quality of delivery services. For this reason, we continuously collate ratings and ask to fill out a feedback form in the Koastal Karriers app. This enables us to offer suggestions to the delivery service providers for improving the quality of their service.

6.2 We expect that the users of the Koastal Karriers app use the app in good faith and are respectful of the dispatch riders who offer their services through Koastal Karriers.

6.3 Koastal Karriers shall make every effort to ensure that only riders, who have integrity and are respectful of their profession and customers, use the Koastal Karriers app. However, we are in no position to guarantee that every provider of delivery services, located via the Koastal Karriers app, satisfies the aforementioned criteria at all times. If you experience objectionable delivery service, please notify the company responsible for the service, a supervisory authority or our support team.

6.4 In the event that we receive a complaint, which has an element of the commission of a crime by a delivery service provider, the Customer shall make a formal complaint to the Nigerian Police Force, an report is tendered, and the transport service provider shall cooperate with the Nigeria Police Force in ensuring that the allegations contained in the complaint are diligently investigated.

6.5 In the event that a user makes an allegation against a delivery-partner especially in events where details of partners are shared online, delivery-partners reserve the right to seek legal redress and may pursue legal recourse against damages to their character.

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