Customer terms and conditions
FAXTDROP NAIJA LIMITED (RC 1887524), trading as Faxtdrop
1. Who you contract with
These terms govern accounts and shipment services supplied by FAXTDROP NAIJA LIMITED (RC 1887524), trading as Faxtdrop, referred to as Faxtdrop, we or us. You are the customer placing a request, either personally or with authority for the business or owner of the goods. Our contact office is Room 114, NACHO Aviance Complex, MMIA, Lagos. Contact support@faxtdrop.com, +234 903 289 5007 or Support in your account. Account holders must be at least 18. The separate Partner Network Terms govern referral activity.
2. Accounts, requests and contract formation
Keep your account details accurate and your password and email codes private. Tell us promptly about suspected misuse. You are responsible for activity you authorise, but are not automatically liable for activity caused by a security failure for which Faxtdrop is responsible. A website estimate, request, invoice, tracking reference or payment alone is not confirmation that goods have been accepted for carriage. We confirm acceptance in writing after agreeing the service, contents, route, price, handover and payment requirements. You must have a reasonable opportunity to read these terms and any shipment-specific conditions before accepting the booking. Account registration does not establish acceptance of future material changes.
3. What Faxtdrop must do
We must use reasonable care and skill in arranging and performing the agreed service, handle goods appropriately while in our custody, keep transaction and shipment records, communicate material delays and respond to complaints. We will explain the service and known restrictions, disclose the confirmed charges, and identify any agreed carrier conditions before booking. We may use carriers, handling agents and other service providers, but this does not remove responsibilities imposed on Faxtdrop by law. We will identify when we are arranging a particular service as an agent rather than undertaking it ourselves; this cannot be assumed merely because another carrier is involved.
4. Your responsibilities as sender
You must own the goods or have authority to send them, provide truthful descriptions, quantities, values, weights and dimensions, and supply complete sender and recipient names, physical addresses and working contact details. Tell us about fragile, valuable, perishable or otherwise special goods before booking. Obtain any required permits, invoices and evidence of lawful ownership or origin, and follow the confirmed packing and handover instructions. Do not conceal contents, misstate value, divide or combine shipments to misrepresent them, or send goods without the recipient permissions or lawful basis required for their information. Notify us of errors as soon as you discover them.
5. Recipient responsibilities
The customer must make the recipient aware of the expected shipment and relevant delivery and customs requirements. The recipient should remain reachable, provide lawful clearance documents, pay destination charges allocated to them in the booking, and arrange lawful access or an authorised person to receive the goods. A recipient does not become bound to an unrelated payment obligation merely because their name appears on a parcel. Where the recipient refuses or fails to pay charges, we will contact the customer and explain the available options and any customer charges permitted by the accepted booking and law.
6. Packaging, inspection and restricted items
Use packaging suitable for the contents and ordinary transport handling. Any packaging or repacking supplied by us will be described and charged as agreed; we remain responsible for the work we undertake. We may check, weigh, measure, open or inspect a parcel where reasonably necessary for security, safety, customs or legal compliance, and may refuse an unsafe or unlawful shipment. Inspection is not a guarantee of the contents, packaging or legal admissibility. Prohibited goods include illicit drugs, weapons, explosives, undeclared dangerous goods, stolen or counterfeit goods and items banned on the relevant route. Batteries, medicines, chemicals, food, plants and animal products may need specific written approval and documents. Ask before sending; a general list cannot cover every destination restriction.
7. Food services and unavailable services
Dry food is accepted only on confirmed supported routes and with destination requirements satisfied. Leaves and liquids, including oil, are not accepted under our dry food service. Dry food has a minimum billable weight of 10 kg, with fractions above the minimum rounded up to the next whole kilogram. Permitted items, preparation, packaging and required food, health or customs documents must be confirmed before handover. Ordinary shipping does not include temperature control, refrigeration or a shelf-life guarantee. Frozen shipping is not currently offered. An estimate or previously listed service does not authorise sending a restricted or unsupported item.
8. Estimates, weighing and the final price
This is an estimate. Customs duties and taxes are excluded from website estimates unless a specific written quote expressly includes them. We confirm the final price before booking based on the accepted service, packed weight, dimensions, contents, route and disclosed extras. Where a carrier uses volumetric weight, a weight band, minimum charge or rounding rule, its method must be explained before acceptance. Cargo pallet weight, packing, collection, onward transport or special handling is chargeable only as disclosed and agreed. UK Saver rates apply only at the weights and bands listed; unlisted weights need a quote. Domestic estimates use the Lagos dispatch rate card; transport from a different origin to Lagos is excluded unless expressly included. A later measurement discrepancy must be evidenced and any price adjustment explained before further commitment, subject to mandatory lawful charges.
9. Invoices, payment and fraud precautions
Pay the confirmed invoice using instructions verified through our published contact channels. Online invoice payments are processed through Paystack. A transfer receipt or screenshot is not proof that cleared funds have reached the correct account; payment is confirmed against our records. Use the invoice or shipment reference and retain your receipt. Referral partners are not authorised to collect customer payments unless Faxtdrop gives specific written authority, including the payment destination. Verify changed bank details through a known published contact, not only a new message. We may defer dispatch where agreed payment is outstanding, but must explain the position and treat cancellation and refund requests lawfully. A disputed charge is not automatically accepted merely because an invoice was issued.
10. Customs, duties and documentation
The sender is responsible for accurate declarations and obtaining documents within their control; the recipient must assist with lawful import clearance. We and our appointed providers may submit the supplied information and arrange customs processing to the extent authorised for the shipment. This is not authority to falsify a declaration. Duties, import taxes, inspections and destination charges are paid by the party identified in the booking, subject to law. Customs authorities may inspect, delay, refuse or seize goods. We cannot promise clearance, but must take reasonable steps within the agreed service and explain material issues. You may be responsible for evidenced lawful costs caused by your inaccurate declaration or prohibited contents, only to the extent attributable to your breach and not our own fault; this is not an unlimited indemnity or waiver of consumer rights.
11. Handover, transit and delivery
Follow the agreed collection or drop-off arrangements and keep the receipt or handover record. Delivery times are estimates unless a specific guarantee is expressly agreed in writing. Working days exclude relevant weekends and public holidays; we will state the dispatch point and event from which the estimate runs. Tracking shows recorded milestones, not continuous GPS location. Delivery may be to the named recipient or a person reasonably identified as authorised under the agreed carrier service; special signature or identity requirements must be confirmed in advance. Ask us to investigate if a delivered status is disputed. Delays caused by customs, weather, transport disruption or other events beyond reasonable control do not remove our duty to communicate, mitigate and provide any remedy required by law.
12. Failed delivery, storage and uncollected goods
If delivery fails or goods cannot lawfully continue, we will seek instructions using the supplied contacts and explain available return, collection, storage or redelivery options. Additional charges must have a lawful basis and be disclosed before agreement, except mandatory authority-imposed charges. A missed delivery does not automatically transfer ownership of the goods to Faxtdrop. We will not use an automatic forfeiture or disposal rule merely because a short period has elapsed. Any retention, sale, return, disposal or urgent safety action must follow applicable law, any valid accepted conditions and reasonable notice where practicable. We will account for goods and any proceeds as the law requires.
13. Cancellation, changes and refunds
Contact us promptly if you want to cancel or amend a request or booking. Before dispatch we will explain whether work can be stopped and any reasonable, previously disclosed costs already incurred. We will not apply a blanket no-refund policy or a charge that unlawfully prevents cancellation. Where we cannot supply the agreed service, we will explain your options and refund or provide the remedy required by law. Once dispatched, interception, address changes and return may not be possible; any available option and charge must be agreed. We will communicate the amount, method and expected timing of an approved refund and give updates on delay. Statutory rights remain available.
14. Loss, damage and complaints
Check the parcel when reasonably able and report loss, shortage, damage, misdelivery or delay promptly through Support, support@faxtdrop.com or our published telephone number. Include the shipment reference, description, photographs, packaging, invoice and evidence of value where available. Keep the goods and packaging for reasonable inspection, unless unsafe. We will acknowledge, investigate with relevant providers, explain the outcome and offer the remedy due. Carrier notification periods and claim requirements must be identified for the chosen service before booking; do not assume all routes have the same deadline. A delivery signature or failure to spot concealed damage immediately is not an automatic waiver of rights. No term here shortens a mandatory legal limitation period or requires you to wait before approaching a regulator or court.
15. No shipment insurance currently offered
Faxtdrop does not currently offer shipment insurance or an optional declared-value protection product. Paying shipping charges, declaring a value or viewing a price does not buy insurance or guarantee full-value reimbursement. Tell us about high-value goods before booking and consider suitable independent cover before handover. If we introduce insurance later, it will require a separate clear offer identifying the insurer, cover, price, exclusions and claims process; these terms do not create that cover. The absence of insurance does not remove Faxtdrop’s responsibilities or customer remedies imposed by law.
16. Liability and applicable carriage rules
Faxtdrop remains answerable for its own obligations and any liability imposed by law. Compensation depends on the facts, proven loss, the accepted service and applicable law. These terms do not set a general fixed monetary compensation limit. A mandatory international carriage convention or a lawful, properly disclosed carrier condition may affect a particular transport claim; its application must be explained for that booking and cannot automatically excuse Faxtdrop’s own breach. We do not exclude liability for fraud, gross negligence, or any liability or remedy that cannot lawfully be excluded, and do not require you to indemnify us for our own fault. You must take reasonable steps to limit avoidable loss; we must do the same. There can be no double recovery of the same loss, but that does not prevent claims against a responsible party or insurer.
17. Privacy, confidentiality and account security
Our Privacy Notice at /privacy explains the information used for accounts, recipients, shipment handling, security, payments, support and partner administration, lawful purposes, recipients, overseas processing, retention and your rights. Keep other people’s information limited to what the shipment needs and share it lawfully. Account acceptance is not consent to unrelated marketing. We will not ask a referral partner to collect your password or email code. We may restrict an account to investigate fraud, unlawful activity or a genuine security issue, using proportionate measures and explaining the reason where lawful. Restriction does not automatically cancel an earned refund, transfer ownership of goods or remove access to a complaint.
18. Applicable documents, updates and disputes
Read the confirmed quote, invoice, waybill and shipment-specific service conditions together with these terms. Mandatory law prevails. A specific written booking provision prevails over a general provision only where lawful and clearly agreed; unclear or undisclosed conditions cannot be imposed by a link alone. Updated versions apply prospectively after appropriate notice and acceptance where required, not retrospectively to remove accrued rights. If one provision is invalid, the rest operates only to the extent lawful. No entire-agreement wording removes a statutory remedy for misleading statements. Nigerian law applies, together with mandatory law governing the shipment. We encourage discussion and voluntary mediation; you retain access to the FCCPC, NDPC, the relevant courier regulator and any court or tribunal with jurisdiction. Arbitration is not compulsory under these terms.