Terms of Service
These terms are an agreement between you and Wells247 Limited ("Wells247", "we", "us"), a company registered in Nigeria (RC 8969513) with its registered office at Okpanam RD by Obiolum Castle, Asaba, Delta State, Nigeria. They apply when you use the Wells247, Wells247 Driver or Wells247 Seller apps, or wells247.com (together, "the Services"). Please read them carefully. By ticking the box and continuing at sign-up, you agree to them, together with the Privacy Policy, the Payments, Refunds and Cancellations Policy and the Community Guidelines, which are part of these terms. Drivers also agree to the Driver Terms, and sellers to the Seller Terms.
1. What Wells247 is
1.1 Wells247 is a technology platform. It lets you find and arrange rides, errands and deliveries with independent drivers and couriers ("drivers"), and buy from independent shops and restaurants ("sellers").
1.2 Wells247 does not itself provide transport, run errands, prepare food or sell the goods listed by sellers. Drivers decide which jobs to take and work for themselves, not for Wells247. Sellers are responsible for what they sell. Wells247 is responsible for running the platform with reasonable care and skill, for taking and passing on payments as these terms describe, and for the commitments it makes in these terms.
1.3 Nothing in these terms takes away any right you have under the Federal Competition and Consumer Protection Act 2018 or any other Nigerian law that cannot be excluded by agreement.
2. Your account
2.1 You must be at least 18 years old to create an account and make bookings. A child under 18 may travel only with the adult account holder who booked the ride.
2.2 You sign in with your mobile number and a one-time code sent by SMS. One mobile number can hold one account, which works in all three apps. You must add and confirm an email address, which is used only for account recovery, security notices and notices of changes to these terms.
2.3 The information you give us must be true and kept up to date. You must not create an account for someone else, use someone else's account, or hold more than one account.
2.4 Keep your phone and codes safe. Wells247 staff will never ask you for a sign-in code. You are responsible for what happens on your account until you tell us it has been misused.
3. Rides
3.1 Your offer. When you request a ride by car or keke, the app suggests a fare based on the road distance, expected time and the rates for your city. You may offer a different amount within the limits the app shows. The current minimum offer is 70% of the suggested fare.
3.2 Driver answers. Nearby drivers may accept your offer, decline it, or answer with one counter-offer. You may accept a counter-offer, decline it, or make one final offer. The fare is agreed when you and a driver both accept the same amount. The agreed fare does not change during the trip, except as clause 3.6 says.
3.3 Starting the trip. Give the driver your 4-digit trip code only when you are in the car or keke you booked, with the driver whose name, photo and plate number the app shows.
3.4 Paying. You pay the agreed fare at the end of the trip by card or bank transfer through the app, or directly to the driver in cash or by transfer to the driver's account, as the app shows. A fare not paid may be reported by the driver. While a fare stays unpaid, you cannot book another ride.
3.5 Cancelling. You may cancel a ride before it starts. There is currently no cancellation fee for rides. If we introduce one, we will tell you in the app before you book and give at least 14 days' notice.
3.6 A trip that ends early. If a trip ends before the destination for a reason that is not your fault, you pay only for the distance driven. If it ends early because of your conduct, the full agreed fare is due.
4. Errands
4.1 You can ask a driver to buy something, pick something up, drop something off, wait in a queue for you, or do another lawful task. You offer an amount for the errand (currently at least ₦500), and drivers accept, decline or counter-offer as for rides.
4.2 You pay for an errand by card or transfer through the app within 15 minutes of choosing a driver. Wells247 holds the money until the errand is done.
4.3 For a buying errand, the amount you pay covers the item and the driver's fee. If the item costs more than expected, the driver may ask, with a photo, for the extra amount. You may pay it or decline, and if you decline the driver may hand the errand back.
4.4 The errand closes when you give the driver your 4-digit code. Give it only when you have received what you asked for. The driver is then paid.
4.5 You must not ask a driver to do anything unlawful, carry anything listed as prohibited in the Community Guidelines, or carry cash or valuables worth more than ₦200,000 without arranging it with support first.
5. Shop and restaurant orders
5.1 Sellers set their own prices, which include VAT where it applies. The seller confirms that the items are available, and you then pay by card or transfer within 15 minutes. You are not charged for items the seller does not have.
5.2 A delivery fee is shown before you pay. It is based on distance, item size and the number of shops, and it goes to the driver.
5.3 The seller is responsible for the quality, safety, description and legality of its goods, including food hygiene and any licence needed (for example for a pharmacy). Report any problem with an order through the app within 24 hours of delivery so we can help quickly. This does not take away your legal rights over goods that are faulty or not as described.
5.4 Refunds for orders that fail or arrive wrong are covered by the Payments, Refunds and Cancellations Policy.
6. Fees and prices
6.1 Using the Wells247 app as a customer is free. You pay the fare, errand amount, item prices and delivery fees shown in the app before you confirm. Wells247 does not add its own fee to customer payments. Our payment provider, Flutterwave, may show its own fee at checkout.
6.2 Promo and referral codes have their own conditions, shown with the code. Wells247 pays for discounts, so drivers and sellers receive their full amount.
7. Your conduct
7.1 You must follow the Community Guidelines, treat drivers, sellers and staff with respect, and use the Services only for lawful purposes.
7.2 You must not misuse the Services. This includes fake bookings or reviews, fraud or chargebacks for services you received, trying to take payment outside the app to avoid a fee you owe, copying or scraping the apps, interfering with their security, or using them to harass anyone.
8. Safety
8.1 The apps have an SOS button during a ride and for 2 hours after it, and at any time during an errand. It alerts the Wells247 safety team and shares your location with them. It does not call the police automatically. In an emergency, also call 112 or the police directly.
8.2 Wells247 checks drivers' identity and documents before they can take jobs, but it cannot guarantee anyone's conduct. Check the driver's name, photo and plate number before every trip.
9. Ads
The apps show ads chosen only by app, screen position and city. Your city is worked out from your account and your most recent trip, errand or order. Advertisers never receive your personal details, and ads never appear on payment, safety or identity screens. The Privacy Policy explains how ad views are counted.
10. Our responsibility to you
10.1 We will provide the Services with reasonable care and skill. We do not promise that a driver will always be available, that the apps will never be interrupted, or that estimated times will always be met.
10.2 Drivers and sellers are responsible for their own services and goods. Where something goes wrong, we will help you resolve it fairly through support and the Payments, Refunds and Cancellations Policy.
10.3 Except where the law does not allow it, Wells247 is not liable for indirect or unforeseeable losses, or for loss of profit, business or opportunity. Our total liability to you for any claim about a booking is limited to the greater of the amount you paid for that booking or ₦50,000.
10.4 Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that the law does not allow to be limited.
11. Suspending or closing accounts
11.1 We may put an account on hold, suspend it or close it if we reasonably believe you have broken these terms, the law or the Community Guidelines, for fraud or a safety risk, or as a court or authority requires. Where it is safe and lawful, we will tell you why and give you a chance to respond.
11.2 You may delete your account at any time in Account settings, once no job, payment or balance is open. What we keep after deletion, and for how long, is in the Privacy Policy.
12. Complaints and disputes
12.1 Contact support in the app, at [email protected] or on 0706 806 6605. We aim to reply within 24 hours and to resolve complaints within 14 days.
12.2 If we cannot resolve a dispute together within 30 days, you may refer it to mediation at the Lagos Multi-Door Courthouse or a mediation centre in your state, or, if you choose, to arbitration in Lagos under the Arbitration and Mediation Act 2023 before one arbitrator. You may always go instead to a court in your state, including a small claims court, or to the Federal Competition and Consumer Protection Commission.
13. Changes to these terms
We may update these terms as the Services change or the law requires. We will tell you in the app and by email at least 14 days before a change takes effect, unless it is needed sooner for legal or safety reasons. If you do not agree, you may close your account before the change takes effect.
14. General
14.1 These terms are governed by the laws of the Federal Republic of Nigeria.
14.2 If any part of these terms is found invalid, the rest still applies. If we do not enforce a right straight away, we can still enforce it later. You may not transfer your account or these terms to anyone else.
14.3 Contact: Wells247 Limited, Okpanam RD by Obiolum Castle, Asaba, Delta State, Nigeria, [email protected].
Questions about your data or these terms? Email [email protected] or see Contact support.