Terms of Use · IluEats

Read this first.

ìlúEats is an ordering and delivery platform. We do not cook, and we do not own the kitchens. The vendor who prepares your food is responsible for its quality, safety and hygiene. These terms explain what we are responsible for, what the vendor is responsible for, and what to do if something goes wrong with your order.

1. About these terms

These terms of use (the "Terms") govern your access to and use of the ìlúEats website, mobile applications and related services (together, the "Platform"). By creating an account, placing an order, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, do not use the Platform.

The version and effective date shown at the top of this page identify the exact wording that applies to you. We record which version you accepted, and when. Where we make a material change, we will ask you to accept the new version before you place your next order.

ìlúEats operates in and around Ilisan-Remo, Ogun State, Nigeria.

2. What ìlúEats is — and what it is not

ìlúEats is a technology marketplace and a logistics provider. We are not a restaurant, a kitchen, a food manufacturer or a food handler. We provide the software that lets you discover vendors, place an order, pay for it, and have it brought to you.

Restaurants, kitchens, shops, pharmacies and other merchants listed on the Platform ("Vendors") are independent businesses. They are not our employees, agents, partners or subsidiaries, and we do not operate their premises. Each Vendor:

sources, stores, prepares, cooks and packages its own items;
sets and is responsible for the description, ingredients, allergen information, portion, price and photographs of those items;
is responsible for its own hygiene standards, food handling practices, staff, premises, licences and regulatory compliance.

We do not prepare your food, we do not inspect Vendor kitchens, and we do not control or supervise how any item is made, stored or handled before it is collected. Accordingly, and to the fullest extent permitted by law, we give no warranty and make no representation that any item ordered through the Platform will be of satisfactory quality, fit for a particular purpose, free from contamination, accurately described, or safe for you personally to consume. Those are matters for the Vendor that made it.

Where we collect your order and bring it to you, we act as your delivery agent for that leg only. Our responsibility on delivery is to transport the Vendor's sealed package to you with reasonable care and within a reasonable time — not to verify, improve or vouch for what is inside it.

3. Eligibility and your account

You must be at least 18 years old, or have the consent and supervision of a parent or guardian, to hold an ìlúEats account. When you sign up you confirm which applies to you. Certain items (see clause 11) are restricted to customers aged 18 or over with no exception, and your date of birth must be on your account before you can order them.

You agree to provide accurate registration and delivery information, to keep your password confidential, and to accept responsibility for all activity carried out under your account. Tell us immediately through Help & support if you believe your account has been used without your permission.

One person, one account. Accounts created to abuse promotions, obtain referral credit improperly, or evade a suspension may be closed and any associated credit forfeited.

4. Placing an order

When you submit an order you are making an offer to buy the listed items from the Vendor at the prices shown, and instructing us to arrange collection and delivery. The contract for the items themselves is formed between you and the Vendor when the Vendor accepts your order; the contract for the delivery service is between you and ìlúEats.

A Vendor may decline an order, or tell us an item is unavailable, after you have paid. Where that happens we will refund the affected amount under clause 10.

Photographs, menu descriptions, weights and portion sizes are supplied by the Vendor and are indicative. What you receive may differ in appearance from the image shown. Please check your cart, delivery details and total carefully before confirming — you are responsible for what you order.

5. Prices, fees and payment

Item prices are set by the Vendor. A delivery fee, service fee and any applicable taxes are shown before you confirm, and delivery fees for some orders are calculated by distance from the Vendor. The total displayed at checkout is what you will be charged.

You may pay by ìlúEats wallet, card, bank transfer, or on delivery where that option is offered. Card and transfer payments are processed by a licensed third-party payment processor; we do not receive or store your full card details, and their handling of your payment data is governed by their own terms. We are not liable for a failure, delay, or error in that processor's systems, though we will help you resolve it.

Wallet balances and promotional credit are not legal tender, do not earn interest, and are not redeemable for cash except where the law requires it.

6. Delivery and your availability

For door delivery we bring your order to the address you supply. For "meet at landmark" you meet the rider at the point you selected. You are responsible for giving an accurate, reachable address or landmark and clear directions, and for the accuracy of the phone number on your account.

Delivery times shown anywhere on the Platform are estimates only. They depend on the Vendor's preparation time, rider availability, traffic, weather and other conditions outside our control, and are not a contractual commitment.

Food is time-sensitive. After placing a delivery order, stay reachable for up to an hour. Keep your phone on, charged and nearby, and answer calls or messages from your rider. If we cannot reach you, the rider cannot find you, or you are not available to receive the order within a reasonable time of arrival, the order may be returned and treated as completed, and you may not be entitled to a refund.

Some places we do not deliver to at all, and one of them is set out in clause 6A: we do not deliver to Babcock University.

Please inspect your order on delivery. If a package arrives with a broken seal or visible tampering, refuse it and tell us immediately rather than consuming any of it.

6A. Babcock University — we do not deliver there

ìlúEats does not deliver to Babcock University. We do not deliver onto the campus, and we do not deliver to its gates. This applies to every order, whatever it contains and whoever it is for.

Babcock University governs its own premises and enforces its own rules against persons found on or around its grounds. Our riders are independent contractors carrying out a delivery; they are not in a position to negotiate with the university about its rules, and it is the rider — not the customer who sent them — who is stopped, held, fined or handed over. We will not ask a rider to carry that risk.

Nothing in these Terms is said on behalf of Babcock University. We do not act for the university, we do not speak for it, and we do not authorise, encourage or assist any attempt to bring anything onto its campus contrary to its rules.

Where a delivery address, or a landmark chosen for it, names or points to Babcock University, checkout will not let the order be placed until a different address is chosen. You must not try to get around this — for example by entering a nearby address and then directing the rider to the campus or its gates, or by asking the rider to meet you there.

Where this clause is breached, or where we reasonably believe it has been, we may refuse or cancel the order at any point, the rider is instructed not to go to the university, and we may suspend or close the account concerned. An order cancelled for this reason after a Vendor has started preparing it may not be refunded in full.

If you breach this clause, you indemnify ìlúEats and the rider concerned against any fine, penalty, charge, detention or impound cost, loss of earnings, damage, claim or reasonable legal cost either of us suffers as a result — including where the university, its security service or any authority takes action against a rider who went to the university because you asked them to. This is in addition to clause 18 and does not limit it.

This clause does not apply to a rider's own negligence or misconduct, and does not exclude anything listed in clause 17.

7. Food safety, allergens and dietary needs

Allergen, ingredient and dietary information on the Platform comes from the Vendor. We do not verify it, and we cannot guarantee that any item is free from any particular allergen.

Vendor kitchens are shared spaces. Items are commonly prepared, cooked, fried and packed alongside milk, eggs, fish, shellfish, nuts, peanuts, soya, wheat, sesame and other allergens, so cross-contact is always possible even where an ingredient is not listed.

If you have a food allergy, intolerance, or a medical or religious dietary requirement, do not rely on the listing alone. Contact the Vendor or our support team to confirm before you order, and note the requirement in your order notes. If you cannot obtain confirmation you are comfortable with, do not place the order. To the fullest extent permitted by law, we accept no liability for an allergic or adverse reaction arising from a Vendor's ingredients, preparation or description.

Food is perishable. Refrigerate or consume your order promptly on arrival, follow any storage or reheating guidance from the Vendor, and do not consume an item that looks, smells or tastes wrong. We are not responsible for deterioration caused after delivery, including where an order was left unrefrigerated because you were unavailable to receive it.

8. Reporting a food safety problem

If you believe an item you received was unsafe, spoiled, undercooked, contained a foreign object, or made you unwell, tell us as soon as possible through Help & support or at safety@ilueats.com, and in any event within 24 hours of delivery where you are able to.

Please tell us, and keep where you safely can:

your order number and which item is affected;
what you experienced, when you ate the item, and when any symptoms began;
photographs of the item, the packaging and any foreign object; and
the remaining food and its packaging, refrigerated and not discarded — it is often the only evidence of what actually happened.

We log every report, notify the Vendor, and investigate. We may suspend a Vendor from the Platform while we do so, and we report matters to the appropriate food safety or health authority where that is warranted. Reporting a problem to us does not limit any right you have against the Vendor.

If you are seriously unwell, seek medical attention first. Nothing on the Platform is medical advice.

9. Cancelling an order

You may cancel an order at no charge before the Vendor accepts it. Once a Vendor has accepted and begun preparing your order it generally cannot be cancelled, because the food has already been made for you.

We may cancel an order if the Vendor is unable to fulfil it, if we reasonably suspect fraud or abuse, if the delivery address falls outside our service area, or if circumstances beyond our control prevent delivery.

10. Refunds and remedies

Where a Vendor cancels, or an item cannot be fulfilled, we refund the affected amount to your original payment method or your ìlúEats wallet. Reports of missing, incorrect, damaged or defective items are assessed case by case on the evidence, and we may ask you for photographs.

Refunds are not generally available where an order failed because you were unreachable or unavailable to receive it (clause 6), where the address you supplied was wrong, or where a complaint is made an unreasonable time after delivery.

Because the items are supplied by the Vendor, a refund we make may be recovered from the Vendor. That is a matter between us and them and does not affect your remedy.

11. Age-restricted and regulated items

Some items — including alcohol and over-the-counter medicines — may only be sold to customers aged 18 or over. By ordering them you confirm you meet that requirement. Our rider will ask the person receiving an order containing alcohol for proof of age, and must refuse to hand over the item if it is not produced, the recipient is under 18, or the recipient appears intoxicated; no refund is due where an order is refused on that basis.

Tobacco products — including shisha, cigarettes and vapes — cannot be sold online under the National Tobacco Control Act 2015, and are not available on ìlúEats.

We are not pharmacists and we do not give medical advice. Where over-the-counter medicines are available, our role is limited to transporting a sealed product supplied by a licensed pharmacy. Read the manufacturer's leaflet, observe the dosage, and consult a qualified healthcare professional before use. We are not liable for the use or misuse of any medicine ordered through the Platform.

12. Promotional codes and credit

Promo codes must be used lawfully and as intended. They cannot be sold, transferred or published, may carry conditions, minimum spends or expiry dates, and may be withdrawn, disabled or reclaimed at any time — including retrospectively where a code was obtained or used abusively.

13. Acceptable use

You must not:

use the Platform for any unlawful or fraudulent purpose;
impersonate another person, or submit false, misleading or malicious information — including a false food safety or refund claim;
abuse, threaten, harass or discriminate against a rider, a Vendor or our staff;
scrape, probe, reverse engineer, overload, or interfere with the Platform or its security; or
post content that is defamatory, obscene, or infringes someone else's rights.

We may suspend or close any account that breaches this clause, and we reserve every legal remedy against deliberate abuse, including recovery of losses caused by a fraudulent claim.

14. Riders

Deliveries are carried out by riders engaged as independent contractors, not as our employees. We check that riders are onboarded and briefed, but they are responsible for their own vehicle, licensing and insurance and for complying with road traffic law.

Riders are instructed never to open, unseal or handle the contents of your package. If your package arrives unsealed or tampered with, refuse it and report it under clause 8.

Our riders are entitled to a safe and respectful interaction. We will decline service to anyone who abuses or endangers them.

15. Availability of the Platform

The Platform is provided on an "as is" and "as available" basis. We do not warrant that it will be uninterrupted, timely, secure or error-free, that listings, prices, opening hours or delivery estimates will always be accurate, or that any particular Vendor or item will be available.

We may change, suspend or withdraw any part of the Platform, or the service in any area, at any time.

16. Limitation of our liability

This clause sets out the whole of our financial responsibility to you. Please read it carefully. It is subject in every respect to clause 17, which lists the things we do not and cannot exclude.

To the fullest extent permitted by law:

we are not liable for the acts, omissions, products or premises of a Vendor — including the quality, safety, hygiene, ingredients, allergen content, preparation, description or legality of any item they supply;
we are not liable for indirect, consequential, incidental, special, punitive or exemplary loss, or for loss of profit, income, opportunity, data or goodwill;
we are not liable for delay, interruption, downtime or error in the Platform, or for the failure of a third-party payment processor, mapping provider, messaging provider or network; and
where we are liable, our total liability arising out of or in connection with any one order is limited to the amount you paid for that order.

Nothing in these Terms transfers to us any liability a Vendor owes you as the supplier of the goods, and nothing in them prevents you from pursuing a Vendor directly. On request we will give you the details we hold for a Vendor so that you can do so.

17. What we do not exclude

Some liability cannot lawfully be excluded, and we do not attempt to exclude it. Nothing in these Terms limits or excludes:

liability for death or personal injury caused by our own negligence;
liability for our fraud or fraudulent misrepresentation;
your rights as a consumer under the Federal Competition and Consumer Protection Act 2018 and any other Nigerian consumer protection law, including your rights in respect of unsafe or defective goods; or
any other liability that cannot be excluded or limited under Nigerian law.

Where any part of clause 16 is found to be unenforceable, the rest of it continues to apply.

18. Your indemnity to us

You agree to indemnify and hold ìlúEats, its officers, employees and contractors harmless against any loss, damage, cost, liability or claim (including reasonable legal costs) arising out of or in connection with:

your breach of these Terms or of any applicable law;
your misuse of the Platform, of any item ordered through it, or of any over-the-counter medicine;
information you gave us that was false or misleading, including a dishonest refund or food safety claim; and
your failure to disclose an allergy or dietary requirement you were asked about; and
your breach of clause 6A, including asking a rider to deliver to Babcock University.

This clause does not apply to loss caused by our own negligence or breach.

19. Events outside our control

We are not liable for any failure or delay in performing our obligations caused by an event beyond our reasonable control, including strike, civil unrest, insecurity, fuel scarcity, flooding or severe weather, epidemic, fire, road closure, power failure, failure of a public telecommunications or internet network, or the act of any government or regulator.

20. Third-party services and content

The Platform may link to or rely on services operated by others — payment processors, mapping and geocoding providers, messaging services and Vendor websites. We do not control them, we do not endorse their content, and we are not responsible for their acts, omissions or privacy practices.

21. Our intellectual property

The ìlúEats name, logo, software, designs and content are owned by us or our licensors. You may use the Platform for your own personal, non-commercial ordering. You may not copy, adapt, republish or exploit any part of it commercially without our written permission.

22. Privacy and your data

We handle your personal information in accordance with our Privacy Policy and the Nigeria Data Protection Act 2023. Placing an order means your name, phone number and delivery location are shared with the Vendor and the rider so the order can be fulfilled.

23. Changes, suspension and termination

We may amend these Terms. The version and date at the top of this page always identify the current wording. Where a change materially affects your rights or our responsibilities, we will bring it to your attention and ask you to accept it before your next order; continuing to use the Platform after that point means you accept the change.

You may close your account at any time. We may suspend or close an account where these Terms are breached, where we are required to by law, or where we reasonably suspect fraud, abuse or a risk to the safety of a rider, a Vendor or another customer.

24. Complaints, disputes and governing law

If something has gone wrong, please raise it with us first through Help & support or at legal@ilueats.com. Most complaints are resolved quickly, and we ask that you give us a fair opportunity to put things right before escalating.

You also retain the right to complain to the Federal Competition and Consumer Protection Commission, or to any other regulator with jurisdiction over the matter.

These Terms, and any dispute arising out of or in connection with them or with an order, are governed by the laws of the Federal Republic of Nigeria and subject to the exclusive jurisdiction of the Nigerian courts.

25. General

These Terms, together with the Privacy Policy, are the entire agreement between you and ìlúEats regarding the Platform. If any provision is found invalid or unenforceable, the remainder continues in force. A delay in enforcing a right is not a waiver of it. You may not assign your rights under these Terms; we may assign ours on reasonable notice as part of a reorganisation or sale of the business.

26. Contact us

Questions about these Terms, a problem with an order, or a food safety concern: reach us through Help & support, at legal@ilueats.com, or — for anything urgent about the safety of food you have received — at safety@ilueats.com.