1. Who we are
Foodprint is a food-delivery marketplace operating in Anambra State, Nigeria. We connect customers with local vendors (restaurants and home cooks) and riders who deliver the food. We are the marketplace — the vendor prepares your food, and the rider carries it. By creating an account you accept these terms.
2. Your account
- You must be at least 13 to order. Riders must be at least 18.
- The details you give us — name, phone number, address — must be accurate. Delivery depends on them.
- Keep your account secure. Anything done from your account is treated as done by you.
- One person, one account. Accounts used for fraud or abuse are suspended.
3. Orders and payment
- Foodprint is prepaid. Orders are paid for in full through Paystack before the vendor starts cooking. We never store your card details.
- Prices, delivery fees and the order total shown at checkout are calculated by us from the vendor's current menu. The amount you are charged is the amount you see.
- Placing an order is an offer. It is accepted when the vendor confirms it. If a vendor cannot accept — closed, out of stock, or unreachable — the order is cancelled and you are refunded in full.
- Once a vendor has started preparing your food, the order can no longer be cancelled by you.
4. Delivery
- Delivery times are estimates, not guarantees. Traffic, weather and kitchen load move them.
- Handover is confirmed with a one-time code. Give the code to the rider only when you have your food. Do not share it in advance.
- Somebody must be reachable at the delivery address. The rider calls the number on the order and waits at the drop-off for 10 minutes; if nobody can be reached in that time, the order may be closed without refund — the food has already been cooked and carried.
5. Refunds and problems
If your order does not arrive, arrives in an unacceptable state, or is materially different from what you ordered, contact us within 24 hours. We investigate with the vendor and rider and, where we find in your favour, refund you in full.
- Refunds are credited to your Foodprint wallet instantly by default, ready to spend on your next order.
- You can always have refund credit sent to your bank account instead: open your wallet and choose "Refund to bank" (as long as you haven't spent the credit yet). We transfer it free of charge once the account name matches yours; bank transfers usually settle within a few business days.
6. Foodprint credit (your wallet)
Your wallet holds credit you can spend on Foodprint orders. It is a record of money we owe you or promotional credit we have given you — it is not a bank account, cannot be topped up, earns no interest, and cannot be transferred to another person or used anywhere outside Foodprint.
- Refund credit is money we owe you (refunded orders). It never expires, and you can ask us to send it to your Nigerian bank account at any time — message support and we transfer it, free of charge, after verifying the account is in your name.
- Promotional credit (referral rewards, goodwill credit, campaigns) can only be spent on Foodprint orders, can never be withdrawn or transferred, and expires 6 months after it is added — we warn you about a week before any of it expires.
- At checkout your credit is applied automatically (promotional credit first); you can turn this off on the payment step. Credit spent on an order that is later refunded comes back to your wallet.
- Credit obtained through fraud or abuse of a promotion may be removed, and a referral reward is reversed if the qualifying order is refunded.
7. Preorders
Some kitchens cook to order for a future day: you order before their stated cutoff, and the food is delivered on the cook day. A preorder is paid at checkout like every other order.
- You can cancel a preorder yourself, for a full refund (to your wallet instantly, or on to your bank account on request — §5), any time before the kitchen's cutoff — it is shown on the order.
- After the cutoff the kitchen shops and cooks to your order, so you can no longer cancel it yourself. Contact support and we will look at it.
- Delivery windows (for example, 12 pm – 2 pm) are estimates, not guarantees — the same as any delivery time on Foodprint.
- Kitchens may cap how many portions of a dish they cook for a day, so a dish can sell out for that day.
8. Promo codes and referrals
- A promo code applies one per order, only while the offer runs, and only if you meet its conditions (some codes are for first orders only). The discount is shown at checkout before you pay.
- Referral rewards are promotional wallet credit (§6), added after the friend you referred completes their first delivered order. They are never cash, cannot be withdrawn, and follow the promotional-credit expiry.
- Promotions are funded by Foodprint and can be changed or withdrawn for future orders at any time. Self-referrals, fake accounts, or any gaming of a promotion lead to the credit being removed and may lead to suspension — and a referral reward is reversed if the qualifying order is refunded.
9. Support and the AI assistant
In-app support starts with an automated assistant: some replies are generated by AI, which can look up your own orders and payments to answer you. It cannot change your orders or move money. You can ask for a person at any time — a human answers in the same conversation — and anything the assistant says about your money is confirmed by our team before it is acted on. Support conversations are kept so we can resolve disputes and improve the service.
10. Notifications
- Transactional messages — order confirmations, receipts, refunds, security email — are part of the service and always on.
- Push notifications are optional. Turn them on or off any time in the app or your browser; everything we push also appears in your in-app notifications feed, so you miss nothing with push off.
- WhatsApp messages are opt-in only — we only message a number whose owner has messaged our WhatsApp line first. Reply STOP, or use the toggle in the app, to end them.
- Marketing and feature announcements are kept rare, and product news always lives on the What's new page in the app whether or not you receive a push.
11. Vendors and riders
Vendors and riders are independent partners, not employees of Foodprint. Vendors are responsible for the food they prepare, its description, and compliance with food safety law. Riders are physically verified by us before activation. Platform commission, payout schedules and partner obligations are set out in the Partner Agreement, which each partner accepts at onboarding.
12. Acceptable use
Do not use Foodprint to break the law, harass vendors or riders, place fraudulent or automated orders, scrape the service, or interfere with it technically. We may suspend or terminate any account that does, and we may cancel orders we reasonably believe to be fraudulent.
13. Liability
Nothing here limits liability that cannot be limited by Nigerian law. Otherwise, our liability for any order is limited to the amount you paid for that order. We are not liable for indirect or consequential loss.
14. Changes and contact
We may update these terms. Material changes are announced in the app before they take effect, and continued use afterwards means you accept them. These terms are governed by the laws of the Federal Republic of Nigeria. Reach us at hello@foodprint.com.ng. See also our Privacy Policy.