Platform Policies

1. Introduction

Chopqik LTD (“Chopqik,” “we,” “our,” or “us”) operates a restaurant, food, bar & retail vendor operating system at vendors.chopqik.com and related services. This Acceptable Use Policy (“AUP”) sets out the rules and guidelines governing the use of our platform by vendors (restaurants, bars, food businesses & retailers) and customers (end consumers placing orders).

By accessing or using the Chopqik platform, you agree to comply with this policy. Violation of this policy may result in suspension or termination of your account.

2. Permitted Use

The Chopqik platform may be used solely for the following purposes:

• Vendors: Managing business operations including order management, menu and product management, expense tracking, analytics, customer reviews, and accepting payments for food, beverage, and retail orders.
• Customers: Browsing menus and product listings, placing orders, making payments, tracking orders, and leaving reviews for vendors listed on the platform.

3. Prohibited Activities

Users of the Chopqik platform shall not:

• Use the platform to sell, advertise, or distribute any illegal, counterfeit, stolen, or prohibited goods or services.
• Use the platform to process payments for goods or services unrelated to the vendor’s legitimate business as registered on the Chopqik platform.
• Engage in fraudulent transactions, including but not limited to: chargebacks with intent to defraud, using stolen payment instruments, or creating fictitious orders.
• Attempt to gain unauthorised access to other users’ accounts, vendor dashboards, or platform infrastructure.
• Use automated tools, bots, or scripts to scrape data, place orders, or interfere with platform operations.
• Misrepresent the identity of a vendor, impersonate another business, or provide false business information during onboarding.
• Use the platform to launder money, finance terrorism, or engage in any activity that violates applicable Nigerian law or international regulations.
• Sell or distribute alcohol, tobacco, controlled substances, or any item prohibited under Nigerian law through the platform without the required licenses.
• Harass, threaten, or abuse other users, vendors, or Chopqik staff.

4. Vendor Obligations

Vendors listed on Chopqik must:

• Operate a legitimate, registered food, beverage, or retail business with a physical location.
• Maintain accurate and up-to-date menu information, including prices and availability.
• Prepare and deliver food, beverages, and goods in compliance with all applicable health, safety, and hygiene regulations.
• Respond to customer orders in a timely manner and fulfil orders as described on the platform.
• Provide accurate bank account information for payment settlement.
• Not use Chopqik to process payments on behalf of third parties not registered on the platform.

5. Customer Obligations

Customers using Chopqik must:

• Provide accurate personal information (name, contact details, delivery address) when placing orders.
• Use valid payment methods that belong to them.
• Not initiate chargebacks or payment disputes without first attempting to resolve the issue with the vendor through the platform.

6. Payment Processing

All online payments on Chopqik are processed through Paystack, a CBN-licensed payment processor. Chopqik does not directly store card details, CVVs, or banking credentials. Payment data is handled in compliance with PCI-DSS standards through Paystack’s infrastructure.

Online payments attract a payment processing fee, which is displayed to the customer before checkout and added to the order total. This fee covers payment processing charges (including fees charged by Paystack) and platform costs. 100% of the order value — food, packaging, and any applicable delivery charges — is settled directly to the vendor’s designated bank account through Paystack’s split settlement (subaccount) system. Chopqik does not hold, control, or delay vendors’ order funds at any time.

7. Enforcement

Chopqik reserves the right to:

• Suspend or terminate any vendor or customer account that violates this policy.
• Withhold or reverse payments associated with fraudulent or prohibited transactions.
• Report illegal activity to relevant law enforcement authorities.
• Modify this policy at any time with notice to registered users.

8. Contact

For questions about this policy or to report a violation:

Email: support@chopqik.com

Phone: +234-8063588816

Address: No. 136 Second East Circular Road, Benin City, Edo State, Nigeria

1. Overview

Chopqik is a business operating system (SaaS) that connects customers with food, beverage, and retail vendors — restaurants, bukas, bars, lounges, cafés, catering services, and other casual vendors. Chopqik is not a delivery service and does not employ riders or delivery personnel. All order preparation and delivery is the responsibility of the individual vendor.

2. Order Types

The Chopqik platform supports three order types:

• Dine-In: The customer places an order for consumption at the vendor’s physical restaurant location. No shipping or delivery is involved.
• Takeaway: The customer places an order for pickup at the vendor’s restaurant. The customer is responsible for collecting their order.
• Delivery: The customer places an order for delivery to a specified address. The vendor is responsible for arranging and completing delivery using their own staff, riders, or third-party delivery partners.

3. Delivery Responsibility

For delivery orders:

• The vendor is solely responsible for delivering the order to the customer’s specified address.
• Delivery times, delivery areas, and delivery fees (if any) are determined by each vendor independently.
• Chopqik does not guarantee delivery times, delivery coverage areas, or the condition of food upon delivery.
• Customers may contact the vendor directly via WhatsApp or phone (displayed on the ordering page) to coordinate delivery details.

4. Order Tracking

Customers can track their order status in real-time on the Chopqik platform. Order statuses include:

• New: Order received by the vendor.
• Preparing: Vendor is preparing the order.
• Ready: Order is ready for pickup or delivery.
• Done: Order has been completed.

Customers receive notifications when their order status changes.

5. Packaging

For takeaway and delivery orders, vendors may charge a packaging fee. This fee is displayed to the customer before order placement and is included in the total order amount.

6. Delivery Issues

If a customer experiences issues with delivery (late delivery, wrong address, missing items), they should contact the vendor directly using the contact information provided on the ordering page. Chopqik will assist in mediating disputes where necessary but is not liable for delivery failures caused by the vendor or third-party delivery partners.

7. Contact

For questions about this policy:

Email: support@chopqik.com

Phone: +234-8063588816

1. Overview

This policy outlines the process for refunds and cancellations for orders placed through the Chopqik platform. Because Chopqik facilitates transactions between customers and independent vendors, the refund process involves coordination between the customer, the vendor, and our platform.

2. Order Cancellations

By the Customer:

• Customers may cancel an order at no charge if the vendor has not yet started preparation (order status is “New”).
• Once an order moves to “Preparing” status, cancellation is at the vendor’s discretion. The vendor may offer a partial or full refund depending on the stage of preparation.
• To cancel, the customer should contact the vendor directly via WhatsApp or phone as displayed on the ordering page.

By the Vendor:

• Vendors may cancel an order if they are unable to fulfil it (e.g., ingredient unavailability, kitchen closure). In this case, a full refund will be issued to the customer.

3. Refund Eligibility

Customers may be eligible for a refund in the following circumstances:

• The order was not delivered (for delivery orders).
• The order was significantly different from what was described on the menu (e.g., wrong items, missing items).
• The food received was unsafe for consumption (e.g., spoiled, contaminated).
• A duplicate payment was processed.
• The vendor cancelled the order.

Refunds are NOT available for:

• Change of mind after the order has been prepared or delivered.
• Subjective dissatisfaction with food taste or portion size (these should be addressed through the review system).
• Orders that were successfully delivered to the correct address but not collected by the customer.

4. Refund Process

Refunds apply only to orders paid online through Paystack. Orders paid in cash or by direct transfer to the vendor are settled between the customer and the vendor directly.

• Step 1: The customer contacts the vendor directly to report the issue.
• Step 2: The vendor reviews the complaint and decides whether a refund is warranted.
• Step 3: If a refund is approved, the vendor requests it from Chopqik by email to support@chopqik.com or by WhatsApp to +234-8063588816, quoting the order reference number and the amount to be refunded.
• Step 4: Chopqik processes the reversal through Paystack. Refunds are returned to the original payment method.
• Step 5: Refunds are typically processed within 5–10 business days, depending on the customer’s bank.

5. Dispute Resolution

If the customer and vendor cannot reach a resolution, either party may escalate the dispute to Chopqik by contacting support@chopqik.com with the order reference number and a description of the issue. Chopqik will review the case and make a determination within 5 business days. Chopqik’s decision in disputed cases is final.

6. Refund Amounts

• Full refund: Issued for cancelled orders, undelivered orders, and vendor-initiated cancellations.
• Partial refund: May be issued for partially fulfilled orders (e.g., missing items). The refund amount will reflect the value of the missing or incorrect items.
• Packaging fees: Refundable only if the entire order is cancelled before preparation.
• Payment processing fees: Refunded in full where the order was cancelled by the vendor, was not delivered, or a duplicate payment was processed. Payment processing fees are not refundable for partial refunds or for customer-initiated cancellations after preparation has begun.
• All refunds are approved by the vendor and processed by Chopqik through Paystack to the customer’s original payment method.

7. Fraudulent Claims

Chopqik reserves the right to deny refund requests that are determined to be fraudulent, including but not limited to: repeated refund claims from the same customer, claims contradicted by delivery confirmation or vendor evidence, and refund requests made after consuming the full order. Customers who engage in fraudulent refund activity may have their accounts suspended or terminated.

8. Contact

For refund requests or questions about this policy:

Email: support@chopqik.com

Phone: +234-8063588816

Address: No. 136 Second East Circular Road, Benin City, Edo State, Nigeria

1. Scope

This section summarises how Chopqik handles personal data on the vendor platform at vendors.chopqik.com and on vendor ordering pages. Chopqik LTD, No. 136 Second East Circular Road, Benin City, Edo State, Nigeria, is the data controller for platform data. Each vendor is the controller of its own customer records. Both parties process personal data in accordance with the Nigeria Data Protection Act 2023.

2. What We Collect

• Order information: items ordered, order total, order type, table or room number where applicable, delivery address and delivery zone where applicable, and any note the customer adds.
• Customer contact details: name, and phone number where the customer provides one. Some vendors do not require a phone number.
• Vendor account information: business name, address, contact details, and settlement bank details used to configure payment.
• Technical information: pages visited, device and browser type, and approximate location derived from IP address, used to measure usage and diagnose faults.

Chopqik does not collect or store card numbers, CVVs, or banking credentials. Card data is handled entirely by Paystack under PCI-DSS.

3. Why We Process It

• To perform the contract: transmitting orders to vendors, enabling order tracking, and settling payments.
• Legitimate interests: keeping the platform secure, preventing fraud, and improving the service.
• Legal obligation: retaining transaction records as required under Nigerian law.

4. Cookies and Analytics

Chopqik uses strictly necessary cookies and equivalent browser storage to keep vendors signed in, to remember a customer’s basket between pages, and to allow the platform to work offline on vendor devices. These cannot be disabled without breaking the service.

Chopqik also uses Google Analytics to measure how the platform is used. Google Analytics sets its own cookies and processes data on Google’s infrastructure. Analytics cookies may be blocked using your browser settings or a browser extension without affecting your ability to place or manage orders.

5. Who Sees Your Data

• The vendor you ordered from sees your order and the contact details you supplied, in order to prepare and fulfil it.
• Vendors cannot see the orders or customers of any other vendor.
• Paystack processes online payments. Termii delivers order-related SMS. Supabase and Vercel host the platform and its data.
• Chopqik does not sell personal data, and does not share it for advertising.

6. Retention

Order and transaction records are retained for as long as the vendor’s account is active and thereafter for the period required by Nigerian tax and accounting law. On termination of a vendor’s subscription, Chopqik will provide an export of that vendor’s data on request within 30 days, after which it may be deleted.

7. Your Rights

Under the Nigeria Data Protection Act 2023 you may request access to the personal data held about you, ask for it to be corrected or deleted, object to certain processing, and lodge a complaint with the Nigeria Data Protection Commission. To exercise any of these rights, contact dpo@chopqik.com. Requests relating to a specific vendor’s customer records may be referred to that vendor, who is the controller of those records.

8. Full Policies

This section is a summary. The complete Privacy Policy and Cookie Policy are published at www.chopqik.com/legal#privacy-policy and www.chopqik.com/legal#cookie-policy.

9. Contact

Data Protection Officer: dpo@chopqik.com

Email: support@chopqik.com

Phone: +234-8063588816

Address: No. 136 Second East Circular Road, Benin City, Edo State, Nigeria