Terms & Conditions

These terms form an agreement between you and VIDExpress Logistics Limited (referred to as “VIDExpress Logistics”, “we”, “us” or “our”). “You” means the person making the booking and, where applicable, the sender, recipient, account holder, or business represented by that person.

They apply to quotations, collections, carriage, delivery, tracking, customer support, and related logistics services. A written service-specific quotation or agreement may contain additional terms. If there is a conflict, the signed or expressly accepted service-specific agreement applies to that service, subject to applicable law.

You confirm that you are at least 18 years old, have authority to place the booking, and have permission to provide the sender’s and recipient’s details. You must provide complete and accurate names, addresses, telephone numbers, shipment contents, quantities, weights, dimensions, values, and any information needed for customs or safe handling.

A website submission or estimate is not final acceptance. We may verify shipment details, service availability, payment, and compliance before accepting a shipment. We may correct the charge or decline the booking if the information supplied is inaccurate or the shipment cannot lawfully or safely be carried.

Where permitted by law, we or an authorised carrier may inspect or screen a shipment for safety, security, customs, or regulatory compliance without assuming responsibility for the accuracy of your declaration.

You must not tender any item prohibited by law, postal or aviation rules, a destination country, or a carrier used for the service. This commonly includes explosives, ammunition, illegal drugs, counterfeit items, dangerous chemicals, improperly prepared biological materials, and other hazardous or unlawful goods. Restricted items may require our prior written approval, special packaging, permits, or a different service.

The official NIPOST prohibited-items guidance is a useful starting point but is not an exhaustive list for every route or carrier. Ask us before booking if you are unsure.

You are responsible for losses, penalties, return costs, disposal costs, and reasonable expenses arising from undeclared, prohibited, dangerous, or improperly prepared goods, to the extent permitted by law. We may refuse, hold, return, or lawfully dispose of such goods where safety or legal compliance requires it.

Unless we expressly agree to provide packing services, you must package and label each item so it can withstand normal transport, handling, stacking, changes in temperature, and movement. Fragile, liquid, perishable, high-value, and unusually shaped goods need suitable inner and outer protection.

Labels must be legible and securely attached. Remove obsolete labels and keep a copy of the tracking number and shipping documents. Our acceptance of a parcel does not confirm that its packaging is adequate.

Quotations are based on the details supplied and are valid only for the stated service and validity period. Final charges may change after verification of actual or volumetric weight, dimensions, address, service level, customs requirements, fuel or carrier surcharges, and other disclosed shipment characteristics.

You must pay all agreed charges when due. Unless a quotation clearly states otherwise, government duties, taxes, customs assessments, storage, remote-area fees, return charges, and charges imposed outside our control are separate. We will not add an undisclosed charge that applicable law requires us to disclose before the transaction.

Payments are processed through the payment methods displayed at checkout or agreed with us. A receipt confirms payment received; it does not by itself confirm delivery or customs clearance.

Collection and delivery dates or times are estimates unless we expressly accept a guaranteed service in writing. Weather, traffic, security checks, customs, inaccurate addresses, recipient availability, public holidays, carrier disruption, and events outside reasonable control may affect transit.

You must ensure safe and reasonable access at collection and that an eligible person is available to hand over the shipment. Delivery may be made to the named recipient, an authorised person, reception or mailroom at the address, or another safe and lawful delivery arrangement approved by you or the recipient.

If collection or delivery fails because the address is wrong, access is unsafe, nobody is available, payment or documents are missing, or delivery is refused, we may make another attempt, hold the shipment, return it, or arrange lawful disposal. Reasonable additional charges will be communicated where practicable and may be payable by the responsible party.

Tracking events are operational updates and may occasionally be delayed. They do not alter proof of collection, delivery, or other available evidence.

You are responsible for a complete and truthful customs declaration, accurate value and commodity description, and all permits, licences, identification, invoices, certificates, and supporting documents required by the origin, transit, and destination authorities.

Customs authorities control clearance and may inspect, delay, seize, return, or destroy a shipment. Unless we expressly agree otherwise in writing, the recipient is responsible for import duty, tax, and destination charges. If we pay an amount on behalf of the sender or recipient, the responsible party must reimburse us.

We do not guarantee that an item permitted in Nigeria will be accepted in another country. You should confirm the destination country’s current rules before booking.

You may request cancellation by contacting us promptly with the booking or tracking reference. If the service has not started, we will refund the amount paid less any reasonable, disclosed cost already incurred in preparing the booking. Once collection, carriage, customs processing, or another paid service has started, any refund will reflect the part of the service properly performed and reasonable non-recoverable costs.

If we cancel or fail to provide a paid service for reasons attributable to us, we will offer the remedy required by the circumstances and applicable law, which may include re-performance or a full or proportionate refund. Approved refunds are returned through the original payment channel where practicable.

This section does not restrict your rights to cancel an advance booking or obtain a remedy for an unperformed or defective service under the Federal Competition and Consumer Protection Act 2018.

Tell us as soon as reasonably possible if a shipment is missing, damaged, incomplete, or materially delayed. Keep the item, packaging, receipt, tracking number, photographs, proof of value, and any repair or replacement evidence while we investigate. Concealed damage should be reported promptly after discovery.

We will assess each claim using the booking record, shipment evidence, applicable carrier or service terms disclosed at booking, and Nigerian law. Compensation may take account of proven direct loss, declared value, insurance or enhanced-liability cover purchased, contributory acts, and any lawful service-specific limit.

We are not responsible for loss caused solely by inadequate packaging, an inherent defect or ordinary deterioration of the goods, inaccurate information supplied by you, a prohibited item, or an event outside reasonable control, except where applicable law provides otherwise. Nothing excludes liability for fraud, wilful misconduct, gross negligence, or any liability that cannot lawfully be limited.

We collect and use personal information needed to provide quotations, manage bookings, collect and deliver shipments, process payments, send operational notifications, prevent fraud, answer enquiries, meet legal duties, and resolve disputes. This can include sender and recipient contact details, addresses, shipment records, communications, transaction references, and technical security data.

We may share necessary information with payment providers, carriers, delivery partners, customs or regulatory authorities, technology suppliers, professional advisers, and other parties required to complete the service or comply with law. We require service providers to handle information appropriately and retain information only for as long as reasonably necessary for the relevant purpose, legal obligation, or dispute.

You must have a lawful basis to provide another person’s information and should tell that person how it will be used. You may contact us to ask about your information or exercise an applicable data-protection right. We process personal data in line with the Nigeria Data Protection Act 2023.

You must keep account credentials secure and promptly report suspected unauthorised access. Do not misuse the website, attempt to bypass security, upload malicious material, impersonate another person, interfere with service availability, or use our systems for unlawful activity.

We may send booking confirmations, receipts, tracking updates, service notices, support replies, and security alerts by email, telephone, SMS, WhatsApp, or in-app notification using the contact details supplied. You are responsible for keeping those details current. Marketing messages, where used, will be handled separately and may be opted out of as the message explains.

We may use reputable third-party carriers and service providers to perform part of a shipment. We remain responsible for our obligations to the extent required by applicable law.

Neither party is liable for failure or delay caused by an event genuinely beyond its reasonable control, but the affected party must take reasonable steps to reduce the effect. This does not remove a refund or other consumer remedy that applies when a service is not supplied.

We may update these terms for operational, legal, or regulatory reasons. The version presented when you place a booking normally applies to that booking unless a change is required by law or is accepted by both parties. If one provision is invalid or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right is not a waiver of that right.

These terms are governed by the laws of the Federal Republic of Nigeria. The parties should first try to resolve a dispute in good faith. Nigerian courts with jurisdiction may hear unresolved disputes, without limiting any right to approach a regulator or use another remedy provided by law.

For a question, cancellation, complaint, privacy request, or claim, contact us with your booking or tracking reference and enough detail for us to investigate. We will acknowledge and review the matter fairly and may request supporting evidence.

If we cannot resolve a consumer complaint, you may use the complaint channels provided by the Federal Competition and Consumer Protection Commission. This does not prevent either party from using any other lawful dispute-resolution process.