Terms & Conditions

TrustBasket is a marketplace platform that connects you (“you”, the Consumer) with independent food vendors, merchants, and sellers (“Vendors”) and independent delivery/dispatch partners (“Dispatch Partners”) so you can browse, order, pay for, and receive food and other goods.

TrustBasket operates the platform. Unless expressly stated otherwise, Vendors — not TrustBasket — prepare, package, and sell the products you order, and Dispatch Partners carry out deliveries. TrustBasket is not a food producer, restaurant, or courier.

To use the Service you must:

• be at least 18 years old (or the age of majority in your location);
• be able to enter into a legally binding contract;
• register with accurate, current, and complete information; and
• use the Service only for personal, non-commercial purposes unless we agree otherwise in writing.

The Service is currently intended for users in Nigeria. Prices are displayed and charged in Nigerian Naira (₦/NGN) unless stated otherwise.

• 3.1 Registration: You must create an account to place orders. You agree to provide your real first and last name, a valid email address, and a valid phone number, and to keep this information up to date. We may verify your email or phone number with a one-time passcode (OTP) before activating your account.
• 3.2 Security: You are responsible for keeping your password, OTPs, and transaction PIN confidential and for all activity that occurs under your account. Notify us immediately at trustbaskethq@gmail.com if you suspect unauthorized use of your account. We are not liable for losses caused by your failure to safeguard your credentials.
• 3.3 Transaction PIN: Certain actions — such as wallet withdrawals — require a transaction PIN that you set. Your PIN acts as your authorization: any transaction confirmed with your PIN is deemed made by you.
• 3.4 One account per person: You may not create multiple accounts, share your account, or use another person's account without permission.
• 3.5 Account deletion: You may delete your account at any time through Profile → Manage Account in the app, or by contacting trustbaskethq@gmail.com. Deletion is subject to the settlement of any pending orders, withdrawals, or outstanding balances. See the Privacy Policy for what happens to your data after deletion.

• 4.1 Placing an order: When you place an order, you make an offer to purchase the selected items from the relevant Vendor. An order is accepted when the Vendor confirms it. We (or the Vendor) may reject or cancel an order — for example where an item is unavailable, the Vendor is closed, the delivery address cannot be serviced, or we suspect fraud — in which case you will be refunded any amount already paid for that order.
• 4.2 Product information: Product descriptions, images, prices, and availability are supplied by Vendors and may change. Vendors are responsible for the accuracy of their listings and for the quality, safety, and legal compliance of their products, including allergen and ingredient information. If you have allergies or dietary requirements, contact the Vendor before ordering.
• 4.3 Operating hours: Vendors set their own operating hours. Orders placed outside a Vendor's operating hours may be rejected or scheduled.
• 4.4 Cancellations: You may be able to cancel an order before the Vendor begins preparing it. If an order is cancelled, the service fee is non-refundable and will not be returned to you; any refund will therefore be limited to the remaining amounts paid (such as item prices and delivery fees, where applicable). Once preparation has started, orders generally cannot be cancelled and are not refundable, except where required by law or where we decide otherwise in our discretion.
• 4.5 Gift orders: You may place an order for delivery to another person (“gift order”). You are responsible for ensuring you have the recipient's consent to share their name, phone number, and delivery address with us, and the recipient's availability to receive the order. The order remains your purchase, and these Terms apply to it.

• 5.1 What you pay: The total price of an order may include item prices, delivery fees (which may vary with distance and location), a service fee, applicable taxes, and any tip you choose to add. The full amount payable is shown before you confirm your order.
• 5.2 Service fee: We charge a service fee of 3.5% of the order value, capped at a maximum of ₦2,000 per order, for operating the platform. The service fee is shown at checkout before you confirm your order and is non-refundable, except where the cancellation is due to vendor fault, platform error, or as required by law. We may change the service fee rate or cap from time to time; the amount applied is the one shown at checkout when you place your order.
• 5.3 Payment methods: Payments are processed by licensed third-party payment processors (currently Paystack and Payaza), or from your TrustBasket wallet balance. By paying through a processor, you also agree to that processor's terms. We do not store your full card details — see the Privacy Policy.
• 5.4 Payment authorization: You confirm that you are authorized to use the payment method you provide. If a payment fails, is reversed, or is charged back, we may suspend your account and/or recover the amount from your wallet balance.
• 5.5 Pricing errors: If an item is listed at an obviously incorrect price due to an error, we or the Vendor may cancel the order and refund you.

• 6.1 The Service includes a wallet (the “Wallet”) that holds amounts credited to you by TrustBasket. Wallet funds are denominated in Naira. Your Wallet is credited only in the following ways:

  • payment reversals (a payment that failed or was reversed after being charged);
  • order cancellations (amounts returned when an order is cancelled, less any non-refundable fees — see Sections 4.4 and 5.2);
  • order rejections (amounts returned when a Vendor rejects or cannot fulfil your order); and
  • referral earnings (rewards under our referral program — see Section 8).
• 6.2 No deposits: You cannot transfer, deposit, or otherwise add your own money to the Wallet. The Wallet is not a top-up or stored-value account; it only holds credits arising from the events listed in Section 6.1.
• 6.3 Your Wallet is not a bank account. Wallet balances do not earn interest. Your Wallet balance may be used to pay for orders, delivery fees, and tips within the Service, or withdrawn under Section 6.4.
• 6.4 Withdrawals: You may request a withdrawal of your Wallet balance to a Nigerian bank account in your name. Withdrawals require your transaction PIN and may be subject to minimum amounts, processing fees, verification checks, and a processing timeline of 24–36 hours. We may decline or delay a withdrawal where we suspect fraud, error, or a breach of these Terms, or where required by law.
• 6.5 Bank details: You are responsible for providing correct bank account details. We verify account names via our payment partners, but we are not liable for transfers sent to an account you incorrectly specified.
• 6.6 We may reverse Wallet credits made in error and adjust your balance to correct mistakes or fraudulent activity.

You may choose to tip Dispatch Partners through the app. Tips are voluntary, are in addition to delivery fees, and are passed on to the Dispatch Partner. Tips are non-refundable once the delivery is completed.

We may offer referral programs under which you earn rewards (for example, Wallet credits) for inviting new users using your referral code. Referral rewards are subject to the specific program rules published in the app, may be changed or withdrawn at any time, and may be revoked where we detect abuse (including self-referrals, fake accounts, or bulk/automated sign-ups).

• 9.1 Delivery times shown in the app are estimates only and are affected by Vendor preparation time, traffic, weather, and other factors outside our control.
• 9.2 You must provide an accurate delivery address and be reachable on your registered phone number. If a delivery fails because you provided incorrect information or were unavailable, you may still be charged for the order and delivery fee.
• 9.3 Risk in the products passes to you on delivery to the address (or recipient) you specified.

• 10.1 If your order is wrong, incomplete, damaged, or does not arrive, contact us via the app or at trustbaskethq@gmail.com as soon as possible, and in any case within 24 hours of the scheduled delivery, with your order details and (where relevant) photos.
• 10.2 Where a complaint is upheld, we may — at our discretion or as required by law — offer a re-delivery, a Wallet credit, or a refund to your original payment method. The service fee is non-refundable (see Section 5.2) except where required by law. Refund processing times depend on your bank or payment processor.
• 10.3 Nothing in this section limits any rights you have under the Federal Competition and Consumer Protection Act or other applicable Nigerian consumer protection law.

• 11.1 You may submit ratings, reviews, and other content about Vendors and Dispatch Partners (“User Content”). Your User Content must be honest, based on your genuine experience, and must not be unlawful, defamatory, abusive, discriminatory, obscene, or infringe anyone's rights.
• 11.2 By submitting User Content, you grant TrustBasket a non-exclusive, royalty-free, worldwide, transferable license to use, host, display, reproduce, and distribute it in connection with operating and promoting the Service.
• 11.3 We may remove or decline to display any User Content at our discretion.

You agree that you will not:

• use the Service for any unlawful purpose or in breach of these Terms;
• provide false, misleading, or fraudulent information (including fake orders, chargebacks, or payment fraud);
• abuse promotions, referral programs, refunds, or the Wallet;
• harass, threaten, or abuse Vendors, Dispatch Partners, other users, or our staff;
• interfere with or disrupt the Service, probe or scan it for vulnerabilities, or attempt to access accounts, systems, or data without authorization;
• reverse engineer, decompile, scrape, or copy the app or its content except as permitted by law;
• resell or commercially exploit the Service without our written consent.

We may suspend or terminate your account, cancel orders, withhold Wallet balances connected to fraud, and/or report unlawful activity to law enforcement if you breach this section.

The Service — including the TrustBasket name, logo, app, designs, text, graphics, and software — is owned by or licensed to TrustBasket and is protected by intellectual property laws. We grant you a limited, personal, non-exclusive, non-transferable, revocable license to use the app for its intended purpose. No other rights are granted.

The Service relies on third-party services, including payment processors (Paystack, Payaza), mapping providers (Google Maps, Mapbox), and push notification infrastructure. Your use of those services may be subject to their own terms and privacy policies. We are not responsible for third-party services we do not control.

We aim to keep the Service available at all times but do not guarantee uninterrupted or error-free operation. We may modify, suspend, or discontinue any part of the Service (including Vendors, features, delivery areas, and promotions) at any time. The app may update itself automatically to keep functioning correctly.

To the fullest extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, express or implied. We do not warrant that Vendor listings are accurate, that products will meet your expectations, or that delivery estimates will be met. Nothing in these Terms excludes liability that cannot be excluded under applicable law, including under Nigerian consumer protection law.

To the fullest extent permitted by law:

• TrustBasket is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or goodwill;
• TrustBasket's total aggregate liability to you for any claim arising out of or relating to the Service is limited to the greater of (a) the amount you paid for the order giving rise to the claim, and (b) ₦50,000;
• TrustBasket is not liable for the acts or omissions of Vendors or Dispatch Partners, who are independent businesses and contractors, except where the law provides otherwise.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be limited.

You agree to indemnify and hold harmless TrustBasket, its officers, employees, and agents from any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of your breach of these Terms, your misuse of the Service, or your violation of any law or third-party right.

We may suspend or terminate your access to the Service at any time, with prior notice, if we reasonably believe you have breached these Terms, engaged in fraud or abuse, or where required by law. On termination, your right to use the Service ends immediately. Sections that by their nature should survive (including Sections 11.2, 13, 16–18, and 21) survive termination. Any legitimate Wallet balance remaining after settlement of amounts you owe will be returned to you, subject to verification.

We may update these Terms from time to time. The “Last updated” date at the top shows the latest revision. For material changes we will give notice in the app or by email/push notification. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

These Terms are governed by the laws of the Federal Republic of Nigeria. Before commencing formal proceedings, please contact us at trustbaskethq@gmail.com — most issues can be resolved quickly and informally. Any dispute that cannot be resolved amicably shall be subject to the jurisdiction of the courts of Nigeria. Nothing in this section deprives you of protections available to you as a consumer under applicable law.

• Entire agreement: These Terms and the Privacy Policy are the entire agreement between you and TrustBasket regarding the Service.
• Severability: If any provision is found unenforceable, the remaining provisions remain in full force.
• No waiver: Our failure to enforce a provision is not a waiver of it.
• Assignment: You may not assign your rights under these Terms; we may assign ours in connection with a merger, acquisition, or sale of assets.

You can reach TrustBasket at:

• Email: trustbaskethq@gmail.com
• Website: https://trustbasket.co