Terms of Service

1. Acceptance of terms

By accessing or using Urua, you confirm that you have read, understood and agree to these Terms of Service and to our handling of your information as described in our Privacy Policy. If you do not agree with any part of these terms, please do not use Urua.

These terms apply to everyone who uses the platform, whether you are ordering as a resident, selling as a vendor or store, cooking as a chef, or delivering as a runner. Some roles have additional obligations, which are noted where relevant.

2. What Urua is

Urua is a platform that connects residents with market vendors, estate stores, chefs and runners across Abuja and Lagos. Through Urua you can shop any market, send a runner on an errand, order from estate stores, and order chef-cooked meals.

Urua facilitates orders, quotes, payments and delivery between the people using the platform. We are an intermediary that brings buyers and providers together and helps an order move from request to your door. We do not ourselves grow, stock, cook or own the goods sold through the platform, except where clearly stated otherwise.

3. Eligibility

To use Urua, you must be at least 18 years old and able to enter into a binding agreement under the laws of the Federal Republic of Nigeria. By using the platform, you confirm that you meet these requirements and that the information you give us is accurate and current.

If you use Urua on behalf of a business, you confirm that you are authorised to accept these terms for that business.

4. Accounts and early access

Urua is rolling out estate-by-estate. You can install the app and create an account to get access when Urua opens in your area. Creating an account does not guarantee that the service is available in your area or that it will become available by any particular date, and we may open access in waves.

When you create an account, you are responsible for keeping your login details secure and for all activity that happens under your account. Please let us know promptly if you believe your account has been used without your permission. You may close your account at any time.

5. Orders, quotes and pricing

When you place a market run, errand, store order or chef order, the vendor, store, chef or runner involved may provide a quote based on what you have asked for. For market runs in particular, final amounts can depend on what is available and the market price on the day.

You will be shown the price, or the basis of the quote, before you are asked to pay. By confirming and paying for an order, you accept the price shown to you at that point. If the actual cost of items differs from an initial estimate, any difference will be handled as described to you in the app before you complete the order.

Providers are responsible for the accuracy of their listings, quotes and the goods or services they offer. Urua does not set the prices that vendors, stores or chefs choose for their own goods.

6. Payments

Payments on Urua are processed in-app through OPay, our payment provider. You pay when you place an order, so there is no cash handover required at your door.

Urua does not store your card or bank details. Payment information is handled by OPay in line with their own terms and security practices. By paying through the platform, you also agree to the terms that apply to the payment provider for that transaction.

7. Platform fees and commissions

Vendors, stores and chefs set the prices for their own goods and meals. On top of the items in your order, Urua may apply delivery and service fees for arranging the run, the delivery and the use of the platform. Any such fees are shown to you in the app before you confirm and pay, so you always see the total before you commit.

Where Urua earns a commission or service fee from providers for facilitating their orders, that arrangement is between Urua and the provider and does not change the total shown to you at checkout. We do not add charges that were not presented to you before you confirmed your order.

8. Cancellations

You can cancel an order from the app while it is still active and before a runner, vendor, store or chef has started working on it, such as shopping for a market run or cooking a meal. Once fulfilment has begun, cancellation may no longer be possible, because goods may already have been bought or prepared on your behalf.

If an order cannot be fulfilled, or is cancelled in line with these terms, any amount due back to you is handled through OPay, our payment provider. If something is wrong with an order, reach our support team through the app and we will work with you to put it right. We may also cancel or hold an order where these terms or the law have been broken, or where an order cannot be safely or lawfully fulfilled.

9. Delivery

Deliveries are fulfilled by Urua runners or by third-party couriers, depending on the order and your location. You can follow your order in the app from pickup to your gate.

Any delivery time shown is an estimate, not a guarantee. Delivery can be affected by traffic, weather, market conditions, availability and other factors outside our control. We will make reasonable efforts to keep you informed, but estimated times may change.

10. Your responsibilities and acceptable use

When you use Urua, you agree to:

• Give accurate delivery details and contact information.
• Treat vendors, store owners, chefs, runners and our support team with respect.
• Use the platform only for lawful purposes and lawful goods.
• Pay for orders you confirm, and not attempt to avoid payment.
• Not misuse, disrupt or attempt to gain unauthorised access to the platform.
• Not impersonate another person or provide false information.

We may decline, cancel or hold an order where we reasonably believe these terms or the law have been broken, or where an order cannot be safely or lawfully fulfilled.

11. Vendor, chef, store and runner responsibilities

If you take part as a vendor, store owner, chef or runner, you agree to provide your goods or services honestly, lawfully and to a reasonable standard. This includes describing items accurately, honouring the quotes and orders you accept, handling food and goods safely and hygienically where that applies, and following any applicable rules and licences for your trade.

Providers act on their own account when fulfilling orders. You are responsible for the goods you supply and the deliveries you carry out, and for meeting your obligations to the people you serve through the platform.

12. Intellectual property

The Urua name, logo, app, website, designs and content are owned by Urua or its licensors and are protected by applicable laws. You may use the platform for its intended purpose, but you may not copy, modify, distribute or create derivative works from any part of Urua without our permission.

Where you submit content to the platform, such as listings, photos or order details, you confirm that you have the right to share it and you grant Urua permission to use it as needed to operate and provide the service.

13. Disclaimers and limitation of liability

Urua provides the platform on an "as is" and "as available" basis. While we work to keep the service reliable and useful, we do not promise that it will always be uninterrupted, error-free or that every order will go exactly as planned.

Because vendors, stores, chefs and couriers act on their own account, Urua is not responsible for their individual acts, omissions, the quality of their goods or the timing of their deliveries, except to the extent required by law. Nothing in these terms limits any rights you have that cannot be limited under the law of the Federal Republic of Nigeria. Subject to that, our liability to you is limited to what is reasonable and is not intended to cover indirect or consequential losses.

14. Suspension and termination

We may suspend or close access to Urua, in whole or in part, where we reasonably believe these terms or the law have been broken, where there is a risk to other users or to the platform, or where we need to do so to protect the service. Where it is reasonable and lawful to do so, we will let you know.

You may stop using Urua and close your account at any time. Terms that are meant to continue after your account ends, such as those on intellectual property and liability, will still apply.

15. Changes to these terms

We may update these terms from time to time as the platform grows and as our services change. When we make a material change, we will update the "Last updated" date above and, where appropriate, let you know in the app or by email. Your continued use of Urua after an update means you accept the revised terms.

16. Governing law

These terms are governed by the laws of the Federal Republic of Nigeria, and any dispute relating to them or to your use of Urua will be dealt with under Nigerian law.

17. Contact

If you have any questions about these terms or about using Urua, please reach us at hello@urua.io. We are happy to help.

18. Role-specific terms

In addition to the general terms above, users who activate an earning role agree to the following role-specific obligations. These are displayed in-app before activation and must be accepted before a role becomes active.

18a. Runners

Runners earn a tiered 50–70% share of the service fee on each delivery, rising with their tier (Hustler → Reliable → Elite). Market-run errands are unpaid for runners. Runners must accept only runs they can complete, communicate delays promptly, and treat residents and their items with care. Repeated cancellations lower the runner's tier and may result in account suspension. Two documented no-shows may result in account termination. Fraud, theft, harassment, soliciting off-platform payment, or repeated customer complaints will end a runner's account.

18b. Market vendors

Market vendors keep 100% of their goods sales, plus 50% of the market-run service charge, with no tiers. Vendors must sell only what they list and keep prices, weights, and freshness accurate. No counterfeit or misrepresented goods are permitted. Vendors may only confirm orders they can fulfil; repeated cancellations may result in account suspension. Repeated no-shows on confirmed orders may result in account termination. Fraud, fake listings, soliciting off-platform payment, or repeated complaints will end a vendor's account.

18c. Estate stores

Store owners keep 100% of their sales — Urua takes no commission on goods. Platform revenue comes from the delivery service fee, not the store's goods. Delivery (runner) share is calculated separately. Store owners must keep inventory, prices, and stock accuracy up to date and must honour the availability they list. Cancelling confirmed in-stock orders harms residents and may result in account suspension. Defective or wrong items must be handled fairly; unresolved disputes affect the store's rating. Fraud, fake stock, soliciting off-platform payment, or repeated complaints will end a store account.

18d. Chefs

Chefs earn 85% on home-service bookings (Urua keeps 15%) and 90% on ready-made food & meals (Urua keeps 10%). Chefs must maintain clean cooking environments, proper food storage, and comply with NAFDAC guidelines for home kitchens. Confirmed home services cancelled less than six hours before the start time forfeit 50% of the base fee. Repeated cancellations may lead to account suspension. Two documented no-shows may result in account termination. Fraud, harassment, fake menu items, soliciting off-platform payments, or repeated customer complaints will end a chef's account.