Fair rules, clear expectations, and protection for everyone
This policy defines how cancellations, disputes, fees, and safeguards work on the Kilo platform. Our rules are state-driven and predictable—you always know what to expect. We're committed to fairness for senders, protection for riders, and maintaining a trustworthy platform.
Delivery service operates from 5:00 AM to 10:30 PM daily for safety and security. We don't operate before 5:00 AM to avoid security risks, and end at 10:30 PM to ensure all deliveries are completed safely within the same day. This service window ensures riders have enough time to complete deliveries safely. All deliveries must be completed before 10:30 PM. When creating a delivery, the system checks if it can be completed the same day based on distance and current time.
For same-day delivery, the total distance (from rider's location to pickup, plus from pickup to dropoff) must be 80 kilometers or less. If your delivery exceeds this distance, the system will prevent creation or warn you that same-day delivery may not be possible.
When creating a delivery, the system shows you the delivery possibility:
This indicator helps you make informed decisions. If possibility is low, consider adjusting pickup/dropoff locations or creating the delivery earlier in the day.
Your delivery might not get matched if:
The system shows real-time possibility updates on your "waiting for rider" screen to keep you informed.
You can specify a preferred vehicle type when creating a delivery. This limits which riders can see your delivery. If you select "any" or leave it unspecified, all riders will see it, potentially increasing your chances of quick matching.
Set your price ASAP: After creating a delivery, you must set the price immediately. Your delivery will only appear to riders once you've set the price. The sooner you set the price, the sooner riders can see and accept your delivery. Don't delay this step!
72-Hour Expiration: Deliveries expire after 72 hours from creation if not matched to a rider. Once expired, the delivery is automatically invalidated and removed from the system. This means you have a limited window to get your delivery matched - don't waste time or you may miss the opportunity to get your package delivered.
Tip: Set a competitive price immediately after creating your delivery to maximize your chances of quick matching. The system prioritizes new deliveries, so acting quickly gives you the best opportunity for same-day or next-day delivery.
Don't worry if your delivery can't be completed today: If you create a delivery late in the day and it cannot be completed before 10:30 PM due to time constraints, your delivery will automatically become available to riders starting from 5:00 AM the next day.
As long as riders are available in your area and the delivery is within the 80-kilometer distance limit, your delivery will be matched and completed the next day. The system ensures your delivery remains active and visible to riders until it's successfully matched or expires after 72 hours.
Note: This applies to deliveries that are feasible but couldn't be completed due to time constraints. Deliveries that exceed distance limits or other permanent constraints may require adjustment before they can be matched.
During registration, you'll provide your phone number. This phone number will be used for account notifications and delivery updates. Phone verification is not required during initial registration.
You must use your legal name during registration. This helps us maintain platform integrity and ensures proper account identification.
You can cancel freely without any fees. No rider is involved yet, so there's no impact.
A rider has accepted your delivery. Cancelling now may attract a small fee (5-10% of delivery fee) to compensate the rider for their commitment. The exact percentage depends on your delivery amount: high-value deliveries (₦5,000+) use 5%, low-value deliveries (₦1,000 or less) use 10%, and medium deliveries are calculated proportionally.
The rider is already on the way. Cancelling will incur a fee (15-25% of delivery fee) paid to the rider for their time and fuel. The exact percentage is based on your delivery amount: high-value deliveries (₦5,000+) use 15%, low-value deliveries (₦1,000 or less) use 25%, with proportional calculation for amounts in between.
The rider has physically arrived at your location. Cancelling now will incur a higher fee (30-50% of delivery fee) as the rider has invested significant time and effort. The exact percentage is calculated based on your delivery amount: high-value deliveries (₦5,000+) use 30%, low-value deliveries (₦1,000 or less) use 50%, with proportional calculation for amounts in between.
Our cancellation fees are calculated based on your delivery amount to ensure fairness for both senders and riders:
Example: For a MATCHED delivery worth ₦3,000, the cancellation fee would be approximately 7.5% (₦225), calculated proportionally between 5% (for high-value) and 10% (for low-value).
Once the package is PICKED_UP, cancellation is no longer possible. This is a critical custody transfer point where the rider takes responsibility for your package.
If you have an issue after pickup, you must raise a dispute instead of cancelling. Our dispute system will fairly resolve any problems.
Our system can automatically resolve disputes when evidence is clear and unambiguous:
If auto-resolution isn't possible, an admin will review your dispute and the rider's response.
We take platform integrity seriously. Any attempt to manipulate the system, defraud riders, or abuse our dispute resolution process will result in severe consequences.
Zero Tolerance Policy: We have a zero-tolerance policy for fraud, manipulation, and abuse. Our automated systems and manual review processes are designed to detect and prevent these activities. If you engage in any prohibited activity, you will face immediate and severe consequences.
If a dispute is auto-resolved and you disagree with the outcome, you can appeal within 24 hours.
If you have questions about this policy or need help with a specific situation, our support team is here to help.
Contact Support