Version 1.0 | Nigeria EchoChop is operated by ECHOCHOP LTD, a private company limited by shares incorporated in Nigeria and registered with the Corporate Affairs Commission under RC 9541284. Correspondence address: 6, Yinka Afolabi Street, Ayobo, Lagos State, Nigeria. Customer support: support@echochop.com. Formal notices: legal@echochop.com. Website: echochop.com. In these terms, “EchoChop”, “we”, “us” and “our” mean ECHOCHOP LTD.
1 About EchoChop
EchoChop is a marketplace through which customers order food, groceries and related products from participating vendors. We provide the platform, order coordination and customer support, and arrange payment and delivery services where offered. The vendor identified on an order supplies its products. These terms do not remove any responsibility that the law places on EchoChop, a vendor or a delivery provider.
2 Accepting these terms
These terms apply from the date you expressly accept them during registration or checkout. You must be at least 18 and able to enter a binding contract, or act through an adult who places and is responsible for the order. Business users must have authority to act for their organisation. The product details and charges shown and accepted at checkout form part of your order. We will make the applicable terms and order record available for you to save.
3 Accounts and safe use
Provide accurate contact details and keep your sign-in credentials secure. Tell us promptly if someone uses your account without permission. Do not use EchoChop for fraud, threats, harassment, unlawful purchases, false complaints, manipulation of reviews or interference with the service. Account responsibility does not make you automatically liable for a transaction caused by our security failure.
4 Where service is available
Availability depends on the delivery or collection location, the areas we serve, the vendor’s opening hours, stock and available fulfilment options. Availability in a state or city does not mean every address within it is served. Enter a complete address and check the map pin and access instructions. The options available for your address will be shown before you order.
5 Products and allergies
Read the description, size, options, price and ingredient or allergen information before ordering. Vendors must provide accurate information; photographs are illustrative unless expressly stated otherwise. If you have an allergy or dietary requirement, obtain clear confirmation from the vendor before ordering. A note alone is not confirmation that the vendor can meet it. If you cannot obtain confirmation, do not order that item. This does not reduce the vendor’s duty to supply safe, accurately described food.
6 Order acceptance
Submitting an order or receiving a payment acknowledgement is not, by itself, confirmation that the vendor has accepted it. Acceptance occurs when EchoChop communicates the vendor’s acceptance. If the vendor cannot fulfil an order, we will notify you and arrange an appropriate refund of any payment taken. A substitution, material change or increased price requires your agreement; otherwise the affected item may be cancelled and refunded.
Customer payments and fulfilment
7 Prices and payments
The checkout will show product prices, delivery charges, EchoChop service fees, applicable taxes and discounts before you confirm. Nigerian orders are charged in Nigerian naira unless clearly agreed otherwise. Pay only through a method offered by EchoChop. We use payment service providers to process payments and verify status. Do not send an additional transfer to a rider or vendor merely because they say the app payment is pending; contact support first.
A payment service provider may apply a separate payment-processing charge depending on the payment method and applicable fee settings. This charge is separate from EchoChop’s service fee. Any amount passed to you must be permitted by law and the provider’s rules, clearly identified and included in the final total before you authorise payment. You may decline before authorisation. The same processing cost must not be charged twice. Refund treatment follows applicable law and these terms; a provider charge is not automatically non-refundable.
If debited without order confirmation, keep the transaction reference and contact support. We will reconcile the payment and confirm with your agreement, or arrange a reversal or refund. We will not knowingly retain duplicate charges.
8 Delivery and collection
The order will identify the available fulfilment option: delivery arranged through EchoChop, delivery by the vendor, or customer collection. Estimated times may change; material delays should be communicated. Collect from the confirmed pickup point within the agreed period. If delayed, contact the vendor; safe holding limits and any reasonable, lawful cancellation deduction must be explained. You will not be charged for an additional delivery service without agreeing to it.
For delivery, provide a reachable contact and reasonable access to the agreed location. If a problem prevents handover, the vendor or delivery provider should try to contact you and explain the available options. Any proposed redelivery or cancellation charge must be disclosed, reasonable and lawful. Food must not be left in an unsafe place or treated as received without an agreed handover arrangement.
9 Delivery codes and receipt
Where a delivery code is used, share it only when the order is physically handed to you or your authorised recipient. Do not share account passwords, payment PINs or bank verification codes. A delivery code is evidence of handover, not a waiver of your right to complain about missing, unsafe or defective goods. Tell support promptly if an order is marked delivered but has not arrived.
10 Cancellations
Request cancellation in the app where available, or contact support immediately. If you cancel before the vendor has accepted the order or begun preparation, and before dispatch, we will refund the amount paid in full. Once work has started, a cancellation charge may apply only where lawful, disclosed and reasonable in the circumstances. We will explain the amount and basis; there is no blanket rule that every paid order is non-refundable.
If EchoChop or the vendor cancels, cannot supply the order, or fails to provide the agreed service, we will arrange the refund or other remedy due. Nothing in this policy limits statutory cancellation rights or circumstances in which no cancellation charge may lawfully be imposed.
Customer remedies and responsibilities
11 Problems and refunds
For missing, incorrect, damaged, contaminated or otherwise unsatisfactory items, contact support as soon as reasonably possible with the order number and a description. Photos or receipts can help, but inability to provide a photograph does not automatically defeat a valid claim. Do not eat food you believe is unsafe. Seek appropriate medical help for suspected illness and retain packaging or evidence only where safe.
Depending on the issue and your legal rights, the remedy may include replacement, a refund for affected items and related charges, or a full refund where the whole order or service has failed. A short reporting preference does not extinguish statutory rights. We will not make you accept platform credit instead of a monetary refund you are entitled to receive.
Approved refunds will normally return through the original payment route. If that route cannot receive the refund, we will agree a secure alternative with you. We will initiate the refund without undue delay, tell you when processing starts and explain the expected payment-provider or bank timeframe. We will help investigate delays and keep you informed.
12 Offers and reviews
Promotions must identify eligibility, validity, stock limits and material restrictions before purchase. We may stop future misuse but will not retrospectively change a valid accepted order without a lawful reason. Reviews must reflect genuine experiences and must not contain threats, unlawful content or another person’s private information. We may moderate content for those reasons; a negative but honest review is not, by itself, a reason for removal.
13 Privacy and communications
EchoChop uses personal information to operate accounts, coordinate orders, process payments, arrange fulfilment, provide support and meet legal obligations. We will provide a Privacy Notice at or before collection explaining the information involved, lawful grounds, recipients, relevant international processing, retention and your rights. Order information is shared only as needed for those purposes. These terms are not blanket consent to marketing or every use of personal data. Optional marketing choices are separate from necessary order messages. Contact support@echochop.com about your information or privacy rights.
14 Complaints and fair responsibility
Contact support@echochop.com with your order reference. We will investigate, explain the outcome and give you a route to request a further review. You may also seek redress through the Federal Competition and Consumer Protection Commission, the Nigeria Data Protection Commission for privacy matters, or a competent court. Using those routes does not require our permission.
Each party is responsible to the extent required by law for its acts, omissions and contractual obligations. We do not exclude rights or liability that cannot lawfully be excluded, including applicable responsibility for unsafe goods, defective service, fraud, negligence or misrepresentation. We do not require customers to indemnify EchoChop for ordinary use of the service.
15 Suspension changes and law
We may restrict an account where reasonably necessary to address fraud, serious misuse or safety concerns. We will give reasons and a way to seek review unless doing so is unlawful or would compromise a legitimate investigation. Restriction does not remove valid refund or complaint rights. Material changes will be notified before they apply; accepted orders remain governed by the terms accepted for them. Nigerian law governs these terms, subject to mandatory protections. We do not require exclusive arbitration or a waiver of access to a competent court.