Welcome to PacknPay International Limited ("PacknPay", "we", "us", or "our"). These Terms of Service govern your access to and use of the PacknPay website, mobile applications, online marketplace, products, services, and related platforms.
By creating an account, accessing our platform, placing an order, or using any PacknPay service, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our services.
About PacknPay
PacknPay is a wholesale e-commerce and distribution platform that enables customers to purchase FMCG products and other goods through our digital and physical distribution channels.
Our services may include, depending on the customer's eligibility and the applicable product:
PacknPay Pro
Wholesale purchasing and distribution services for businesses and distributors.
PacknPay Retail
Retail purchasing of available products.
PacknPay Lite
Group or cluster purchasing that enables customers to buy together at competitive prices.
Osusu
A pay-small-small and group-buying platform that may offer layaway, group purchasing, Buy Now options and gift-related services under separate terms.
Services, products, pricing, payment options and availability may vary by location and customer category.
Eligibility
You must provide accurate and complete information when creating an account or placing an order. You agree that:
PacknPay reserves the right to suspend or terminate accounts where information provided is fraudulent, misleading or used in violation of these Terms.
Products and Availability
We make reasonable efforts to ensure that product descriptions, images, prices, quantities and availability displayed on our platforms are accurate.
However, products may become unavailable due to changes in supplier inventory, market conditions, pricing, supply disruptions or other circumstances beyond our control.
An order is subject to confirmation and availability. Where an item that has already been paid for becomes unavailable, PacknPay may contact the customer regarding an alternative product or process an eligible refund in accordance with our Refund Policy.
Pricing
Prices displayed on the platform are subject to change without prior notice. The applicable price for an order is the price confirmed at the time of purchase/payment, subject to applicable corrections, product availability and transaction terms.
Where a legitimate price change occurs after payment and results in an amount being refundable to the customer, the applicable refund will be processed in accordance with our Refund Policy.
Customers are responsible for reviewing their order details and total amount before completing payment.
Orders
Customers are responsible for ensuring that all order information is correct before confirming an order, including:
Once an order has been confirmed, changes or cancellations may not always be possible, particularly where the order has already entered processing, packing or shipment.
PacknPay reserves the right to cancel or decline an order where:
Payment
Payment must be made through the payment methods made available by PacknPay. Customers are responsible for ensuring that payment information provided is accurate.
An order will generally only be processed after successful payment or confirmation of the applicable payment arrangement.
For customers approved for specific payment, layaway, credit or other payment arrangements, additional terms and eligibility requirements may apply. PacknPay reserves the right to refuse or suspend payment arrangements where a customer does not meet the applicable requirements.
Delivery
Estimated delivery: 24–72 hours
After payment and successful order confirmation, subject to product availability, delivery location, order volume and other operational circumstances.
The 24–72 hour delivery window is an estimated timeframe and is not an absolute guarantee.
Delivery may take longer due to:
Customers are responsible for providing an accurate and accessible delivery address and ensuring that someone is available to receive the order. Where a customer is unavailable to receive an order, additional delivery arrangements or charges may apply.
Delivery Inspection
Customers are encouraged to inspect their orders immediately upon delivery.
Any damaged, missing or incorrectly supplied items should be reported to PacknPay within 3 days of delivery, in accordance with our Return Policy.
Customers may be required to provide photographs, videos, order details or other evidence to support a complaint.
Returns
PacknPay accepts eligible returns in accordance with its Return Policy.
Generally, damaged items must be reported within 3 days of delivery and must remain unused and in their original packaging where applicable.
Returns resulting from customer misuse, improper handling, improper storage or unauthorized alteration may not be accepted.
Important
The full Return Policy governs all eligible returns and related claims.
Refunds
Refunds are governed by PacknPay's Refund Policy. Refunds may be approved where:
Refund processing
Approved refunds generally take approximately 5 working days to process from the date the refund request is formally filed and the required information has been verified.
Refunds will generally be made only to the bank account used for the original payment, subject to verification.
Where an order has already been shipped and a customer initiates a return for reasons unrelated to product damage or incorrect fulfilment, a 10% deduction may apply in accordance with the Refund Policy.
Customer Responsibilities
Customers agree to:
Customers purchasing FMCG products for resale are responsible for complying with applicable laws and regulations governing their business activities.
Wholesale and Business Customers
PacknPay Pro customers, distributors, retailers and other business customers may be subject to additional commercial terms, including:
Where separate written commercial terms exist, those terms will apply alongside these Terms.
Promotions and Discounts
PacknPay may offer promotions, discounts, referral programmes, loyalty benefits, group-buying offers and other incentives.
Promotions may have specific eligibility requirements, validity periods, product restrictions or usage limits. PacknPay reserves the right to modify, suspend or terminate a promotion where necessary.
Promotional offers cannot be exchanged for cash unless expressly stated otherwise.
Account Suspension and Termination
PacknPay may suspend, restrict or terminate an account where we reasonably believe that the customer:
Termination does not remove any outstanding payment obligations incurred before termination.
Intellectual Property
All content available through PacknPay's platforms, including logos, trademarks, graphics, text, product content, designs, software, photographs and other materials, is owned by or licensed to PacknPay or its relevant partners.
You may not copy, reproduce, modify, distribute, sell, publish or commercially exploit PacknPay's intellectual property without prior written authorization.
User-Generated Content
Where customers submit reviews, testimonials, photographs, videos or other content to PacknPay, the customer confirms that they have the right to provide such content.
By submitting content, you grant PacknPay permission to use, reproduce and display the content for legitimate marketing, customer service and business purposes, subject to applicable law.
PacknPay reserves the right to remove content that is fraudulent, offensive, unlawful, misleading or inconsistent with our brand standards.
Privacy and Personal Data
PacknPay may collect and process personal information required to provide its services, process payments, fulfil orders, communicate with customers, provide customer support and improve its services.
Personal information will be handled in accordance with PacknPay's applicable Privacy Policy and Nigerian data protection requirements.
Customers should review our Privacy Policy to understand how their information is collected, used and protected.
Third-Party Services and Links
PacknPay may use third-party service providers for payment processing, logistics, technology, communications and other business functions.
We are not responsible for the independent acts, omissions, policies or availability of third-party services outside our reasonable control.
Third-party services may have their own terms and privacy policies.
Limitation of Liability
To the extent permitted by applicable law, PacknPay will not be responsible for losses resulting from circumstances beyond our reasonable control, including delays caused by weather, flooding, traffic, government restrictions, supplier disruptions, network failures, strikes, civil disturbances or other force majeure events.
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited under applicable law.
Disclaimer
PacknPay makes reasonable efforts to provide accurate information on its platforms but does not guarantee that all information will always be complete, current or error-free.
Product availability, prices, delivery timelines and promotional offers may change.
Where an error is identified, PacknPay reserves the right to correct the information and take appropriate action.
Changes to These Terms
PacknPay may update these Terms from time to time to reflect changes to our services, business operations, technology or applicable legal requirements.
Updated Terms will become effective when published on our platform unless otherwise stated.
Your continued use of PacknPay services after an update constitutes acceptance of the revised Terms.
Governing Law
These Terms shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria.
Any dispute arising from the use of PacknPay services shall be handled in accordance with applicable Nigerian law and the appropriate dispute-resolution procedures.
Customer Support
For questions, complaints, returns, refunds or other customer service matters, customers may contact PacknPay through the official customer support channels provided on our platform.
Customer Support
Contact us through the official support channels on the PacknPay platform.
Questions about these Terms?
If you have questions about your account, orders, payments, returns or any of our services, please contact our customer support team.