Terms of Service

Last updated: July 9, 2026

These Terms of Service ("Terms") govern your use of the Arrivo apps and website, operated by RICHATHAOIR LIMITED ("Arrivo," "we," "us"). By creating an account or using Arrivo, you agree to these Terms.

1. What Arrivo is

Arrivo connects riders with independent drivers and vehicle owners for airport pickups, on-demand rides, and chauffeur bookings in Lagos, Nigeria. Arrivo is a technology platform — drivers and vehicle owners are independent contractors, not Arrivo employees.

2. Accounts

• You must be 18 or older to create an account.
• You're responsible for keeping your login credentials secure.
• Information you provide (name, contact details, payment info) must be accurate.

3. Bookings, fares & payment

• Fares are shown before you confirm a ride and are calculated based on vehicle type, distance, and luggage/vehicle-size requirements.
• Payment is processed through Paystack. By booking a ride, you authorize the charge shown at checkout.
• Fares may include applicable taxes, including the Lagos State transportation service tax.

4. Cancellations & Refunds

4.1 Standard cancellation policy

• Cancel at least 48 hours before your scheduled pickup time: full refund.
• Cancel less than 48 hours before your scheduled pickup time: 50% refund of the amount paid.

4.2 Confirmation calls before your trip

Before your scheduled pickup, Arrivo will make two attempts to reach you (by phone, SMS, WhatsApp, or email) to confirm your booking and pickup details.

• If you tell us during either confirmation attempt that you want to cancel, and you do so within 6 hours after the second attempt, you'll receive a full refund.
• If you don't communicate a cancellation within that 6-hour window and cancel afterward, you'll receive a 50% refund.

4.3 Refund processing time

Approved refunds are processed within 7 business days of the cancellation being confirmed. The exact time the money appears in your account depends on your bank or card issuer.

4.4 No-shows

If you're not at the agreed pickup location at the scheduled time and can't be reached using the contact details you provided, this may be treated as a no-show. No-shows may forfeit the full booking fee with no refund.

4.5 Exceptions

We may make exceptions to this policy for flight cancellations or significant delays, medical emergencies, or force majeure events (natural disasters, civil unrest, and similar circumstances beyond your control). We may ask for supporting documentation before granting an exception.

4.6 Changes to this policy

We may update this Cancellation & Refund Policy at any time. Changes take effect once published on this page or communicated through our official channels.

5. Driver & vehicle owner verification

All drivers must complete identity and license verification before accepting rides. All vehicles are tied to a documented vehicle-owner agreement. Arrivo takes reasonable steps to verify this information but does not guarantee the conduct of any individual driver or vehicle owner.

6. Your conduct

You agree not to use Arrivo for any unlawful purpose, to harass or endanger drivers or other riders, or to attempt to circumvent our safety, verification, or payment systems.

7. Liability

[This section needs a lawyer's input to be enforceable and appropriately balanced. At minimum it should cover: Arrivo's role as a platform connecting independent riders/drivers/owners rather than a direct transport operator; limitation of liability for incidents during a ride, to the extent permitted under Nigerian law; and how insurance claims are handled per the Vehicle Owner Consent Agreement.]

8. Dispute resolution

If you have a complaint about a ride, contact [email protected] first. We aim to resolve disputes informally. Unresolved disputes are subject to the laws of the Federal Republic of Nigeria and the courts of Lagos State.

9. Changes to these Terms

We may update these Terms from time to time. We'll update the date at the top of this page when we do. Continuing to use Arrivo after a change means you accept the updated Terms.

10. Contact

Questions about these Terms? Email [email protected].