Terms and Conditions

These terms apply to everyone who uses the NACOS Exchange website or apps. By creating an account or booking a delivery, you agree to them.

1. Who we are

1.1 NACOS Exchange is operated by New Advanced Courier Services, a business name registered with the Corporate Affairs Commission under BN 3119176, with its principal place of business at Plot F14, Karu Site, Abuja, FCT ("NACOS", "we", "us").

1.2 You can reach us at support@nacos.ng or +234 704 544 4764.

2. What NACOS Exchange does

2.1 NACOS Exchange is an online marketplace. It connects people and businesses who need goods moved ("Shippers") with vetted transport companies ("Transporters") and drivers ("Drivers") who carry those goods.

2.2 NACOS provides the booking, matching, tracking and payment tools. Unless we state otherwise in writing for a particular job, NACOS is not the carrier. The Transporter or Driver who accepts a job is responsible for carrying the goods.

2.3 We check Transporters and Drivers before they can accept jobs (see clause 5). These checks lower risk but cannot remove it entirely.

3. Definitions

• Account means your registered profile on the Platform.
• Job means a single request to collect and deliver goods, once accepted by a Transporter or Driver.
• Load means the goods described in a Job.
• Platform means the NACOS Exchange website, mobile apps, and related services.
• Platform Fee means the booking fee NACOS charges the Shipper for each Job, shown before you confirm.
• Secure Pay means our option where your payment is held until delivery is confirmed.
• User means any Shipper, Broker, Transporter or Driver using the Platform. A Broker is a verified business that posts Jobs for its own customers and sets its own price to them.

4. Your account

4.1 You must be at least 18 years old and able to enter a binding contract. Businesses must be registered in Nigeria.

4.2 The details you give us must be true and kept up to date. You are responsible for everything done through your Account, so keep your login private.

4.3 We may ask for proof of identity, such as your NIN or BVN, before you can use some features.

5. Checks on Transporters and Drivers

5.1 Before a Transporter or Driver can accept Jobs, we verify their identity (NIN, BVN and driver's licence where relevant), vehicle papers and, for Transporters, business registration.

5.2 Carriers may also hold a Green Freight Verified level (Bronze, Silver or Gold). This shows how well they meet our standards for safety, reliability and emissions reporting. It is not a guarantee of performance on any single Job.

6. Booking a Job

6.1 You post a Job with the pickup and drop-off points, the time needed, and an honest description of the Load, including its weight, size and value.

6.2 You will see a price before you confirm. The price may be a fixed quote or the result of carriers bidding. It includes the carriage charge and the Platform Fee. The Platform Fee is ₦300 for motorcycle Jobs, and between 3% and 5% of the carriage charge for van and truck Jobs, depending on the size of the Job. Jobs posted by a Broker carry no Platform Fee. Brokers pay the fee set out in the Broker Agreement instead.

6.3 A Job is confirmed when a Transporter or Driver accepts it and you have paid, or chosen cash on delivery where that option is offered.

6.4 If the Load turns out to be heavier, larger or different from your description, the carrier may refuse it or charge the difference. You will be told before any extra charge is applied.

7. Payments

7.1 We accept payment by card, bank transfer, USSD and mobile money through our payment partners, Paystack and Flutterwave. We do not store your full card details.

7.2 Cash on delivery may be offered for some Jobs. Where it is, you must still pay the Platform Fee online when you book. You then pay the carriage charge to the Driver in cash once the goods arrive, and the Driver must give you a receipt through the app.

7.3 Secure Pay. If you choose Secure Pay, we hold your payment until the Job is marked delivered. You then have 24 hours to confirm delivery or report a problem. If you do neither, the payment is released to the carrier automatically.

7.4 All prices are in Naira and include VAT where it applies.

7.5 We may offer a discount on Jobs paid online by card, transfer, USSD or mobile money.

8. Cancellations and refunds

8.1 You can cancel free of charge before a carrier has been assigned.

8.2 After a carrier is assigned but before collection, a cancellation fee of 10% of the Job price, or ₦2,000, whichever is lower, may apply to cover the carrier's time and travel.

8.3 Once the Load has been collected, the Job cannot be cancelled. You pay the full price.

8.4 If a carrier cancels or does not turn up, you get a full refund or we find you another carrier at no extra cost.

8.5 Refunds go back to the original payment method within 7 working days.

8.6 No-shows. If the Load is not ready to hand over by the end of the longest waiting time in clause 9.6, and you have not agreed a later time with the Driver through the app, the Job counts as cancelled. The cancellation fee in clause 8.2 applies, together with any waiting charges.

8.7 Repeated cancellations. If you cancel 3 Jobs within 24 hours after carriers have been assigned, we may pause your Account for up to 7 days.

9. What you must do as a Shipper

9.1 Pack the Load properly for the journey and label anything fragile.

9.2 Make sure someone is available at both ends to hand over and receive the Load.

9.3 Have the legal right to send the Load, along with any permits or documents it needs.

9.4 Pay any waiting and loading charges shown in the app, as set out in clauses 9.6 to 9.8.

9.5 Treat Drivers with respect. If a Driver has to leave a Job because of threats, violence or abusive behaviour from you or anyone at the pickup or drop-off point, you must still pay the full price.

9.6 Waiting and loading time. The same rules apply at pickup and at delivery.

9.7 How time is measured. Waiting time starts when the Driver arrives and taps Arrived in the app, confirmed by their location. Loading time starts when loading begins and ends when the Load is secured, and works the same way for unloading at delivery. You can see both clocks and any charges in the app as they run. You pay these charges even when it is the receiver who asks the Driver to wait. The longest wait counts waiting time only, not loading time.

9.8 Loading. You are responsible for loading the goods at pickup, and the receiver for unloading them at delivery. The Driver secures the Load in the vehicle. If you want the Driver or porters to help, or you expect loading to take longer than the free time, you can book this when you post the Job, at the price shown.

9.9 Contacts. When you book, you must give the receiver's phone number and a backup contact for yourself, so the Driver can reach someone if there is a problem.

10. Goods we do not carry

10.1 You must not send illegal items, weapons, ammunition, explosives, drugs or controlled substances, stolen goods, live animals (unless agreed in advance), cash or negotiable documents, or hazardous materials unless a qualified carrier has agreed in writing.

10.2 A carrier may refuse any Load they reasonably believe breaks this clause. We may report illegal items to the police.

11. Collection, delivery and tracking

11.1 You can follow each Job live in the app.

11.2 Delivery times are estimates. Traffic, weather, road closures and security issues can cause delays.

11.3 Delivery is complete when the receiver confirms it in the app, gives the delivery code, or the Driver uploads a photo at the drop-off point.

11.4 Delivery code. You will receive a delivery code for each Job. Only give it to the Driver once the goods have arrived. If you are paying cash, pay only after you have given the code.

11.5 Jobs arranged off the Platform. If you arrange a Job directly with a carrier you met through NACOS, that Job is not covered by NACOS Protect, Secure Pay, tracking or our complaints process. If a Driver cancels and offers to do the Job privately, please report it in the app. Reports that we confirm earn a credit of ₦500 on your next Job.

11.6 Goods that cannot be delivered. If nobody receives the Load by the end of the longest waiting time, or the receiver refuses it, or the address is wrong, the Driver will call the receiver and you through the app. If the Load still cannot be delivered, it will be returned to you the same day. You pay a return fee of half the original carriage charge, plus any waiting charges.

11.7 If we cannot reach you. If you cannot be reached, or you refuse to take the Load back, the carrier will keep it safe for up to 5 days and you pay a storage fee of ₦1,000 a day. If you have not arranged collection by then, the goods may be disposed of or sold to cover the charges owed. Perishable goods, such as food, may be disposed of sooner if they would otherwise spoil.

11.8 Photos. Drivers take photos, marked with the time and location, when they collect the Load, at any failed delivery, and when goods are returned. For perishable goods, the photo at collection records their condition. We may use these photos to settle disputes.

12. NACOS Protect (goods in transit insurance)

12.1 You can add NACOS Protect when booking. It is goods in transit insurance arranged through our insurance partner, Octamile, and provided by a licensed Nigerian insurer named in your policy summary.

12.2 Cover, limits and exclusions are set out in the policy summary shown at booking. Claims are handled by the insurer under that policy.

12.3 If you do not add NACOS Protect, you rely on the carrier's own liability (clause 13.3) and any insurance you hold yourself.

13. Liability

13.1 Our role. We are responsible for running the Platform with reasonable care and skill. We are not responsible for the acts or omissions of Transporters or Drivers, who are independent businesses, except where we have been negligent ourselves.

13.2 Our limit. If we are found liable to you for anything connected with a Job, our total liability is limited to the higher of (a) the Platform Fee you paid for that Job and (b) ₦50,000.

13.3 Carrier liability for goods. The carrier is liable for loss of or damage to the Load while it is in their care, up to the value you declared at booking, and subject to a maximum of ₦500,000 per Job unless NACOS Protect or a higher agreed limit applies.

13.4 Losses we do not cover. Neither NACOS nor the carrier is liable for:

• loss of profit, business, contracts or opportunity, or any indirect loss
• damage caused by poor packing, or by the nature of the goods themselves (for example, food going off after a delay not caused by the carrier)
• loss caused by a false or incomplete description of the Load
• delays or failures caused by events outside reasonable control, such as floods, riots, strikes, road closures, fuel scarcity or government action

13.5 Reporting problems. Visible damage or shortage must be noted in the app at delivery, or reported to us within 24 hours. Loss of a whole Load must be reported within 3 days of the expected delivery date. Late reports may not be accepted.

13.6 What we never exclude. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited under Nigerian law, including the Federal Competition and Consumer Protection Act 2018.

13.7 Your responsibility to us. You agree to cover any loss, fine or claim we or a carrier suffer because you broke these terms, sent prohibited goods, or described the Load falsely.

14. Complaints and disputes

14.1 Raise a complaint through the app or at support@nacos.ng. We aim to reply within 2 working days and resolve most issues within 10 working days.

14.2 Where a Job is paid through Secure Pay and a dispute is raised, we keep holding the payment until the dispute is settled.

14.3 We may review GPS records, photos, delivery codes and messages to help settle disputes between Users. Our decision on releasing held payments is final for the purposes of the Platform, but does not stop you taking legal action.

15. Your data

15.1 We handle personal data in line with the Nigeria Data Protection Act 2023 and our Privacy Policy. This includes sharing pickup and delivery details with the carrier, and location data during a Job.

15.2 We estimate the carbon emissions of each Job using recognised methods (ISO 14083 and the GLEC Framework). These figures are estimates and may be shared in anonymised form for reporting.

15.3 Our website uses cookies, as explained in our Cookie Policy.

16. Suspending or closing accounts

16.1 You can close your Account at any time once any open Jobs and payments are settled.

16.2 We may suspend or close an Account if we reasonably suspect fraud, abuse, unsafe conduct, or a serious breach of these terms. Where it is safe to do so, we will tell you why.

17. Other terms

17.1 Changes. We may update these terms. We will give at least 14 days' notice of important changes in the app or by email. Using the Platform after that date means you accept the new terms.

17.2 Ownership. The Platform, the NACOS name and logo, and our content belong to us. You may not copy or reuse them without our written permission.

17.3 Transfer. We may transfer our rights and duties under these terms to another company that takes over the Platform, including SIMA Express Courier & Logistics Services Limited or a future NACOS company. Your rights will not be reduced.

17.4 Governing law. These terms are governed by the laws of the Federal Republic of Nigeria.

17.5 Resolving disputes. Both sides will first try to settle any dispute in good faith within 30 days. If that fails, either side may refer it to mediation, and then to arbitration in Abuja under the Arbitration and Mediation Act 2023, before a single arbitrator. This does not stop you going to a small claims court or a consumer protection body.

18. Using the website and apps

18.1 You must not:

• hack, disrupt or try to gain unauthorised access to the Platform
• copy, decompile or reverse engineer our apps, or collect data from the Platform by automated means
• upload viruses or any other harmful code
• open an Account in someone else's name, or hold more than one Account without our agreement
• post or send anything threatening, abusive, false, obscene or unlawful through the Platform

18.2 Ratings. Ratings must be honest and based on a real Job. You must not rate your own Account, offer anything in return for a rating, or pressure anyone to change one. We may remove ratings that break these rules.

18.3 Service availability. We work to keep the Platform running at all times, but it may sometimes be unavailable because of maintenance, network problems or events outside our control.

18.4 Links to other sites. Where the Platform links to other websites, such as our payment partners, those sites have their own terms and we are not responsible for them.

Last updated: 27 September 2026