Is It Safe? A Client's Guide to Using a Delivery App in Ibadan

Handing your money, your parcel, or your shopping list to someone you’ve never met is not a small ask — and it’s a fair question to ask of any delivery or errand app before you use it: how do you actually know who’s showing up, where your payment goes, and what happens if something goes wrong? Here’s a straight answer for each of those, specific to how New Errand and Logistics works.

Every Rider on the platform goes through a manual application review by our admin team before they’re approved — there’s no automatic sign-up. Riders are required to submit a valid National Identification Number (NIN), a profile photo, next-of-kin details, and their motorcycle’s registration and permit documents before approval. Once approved, those identity and bike documents are locked in the system and can only be changed by contacting our admin team directly — not edited freely.

You fund an in-app Wallet in advance through Paystack — by card, bank transfer, or USSD — and every order is paid from that Wallet balance. There is no cash-on-delivery option. This matters for safety on both sides: you’re never asked to hand cash to a Rider at your door, and a Rider is never left chasing payment after the fact. We don’t collect or store your card or bank login details ourselves; those are handled directly by Paystack, our licensed payment partner.

When a Rider marks an order as delivered, you’re asked to confirm it in the app. If something was delivered wrong, incomplete, or not at all, the right move is simple: don’t confirm it. Instead, raise a dispute through in-app support or chat describing what happened. Our admin team reviews the order history, chat logs, and both accounts of what occurred, and decides — at its reasonable discretion — whether a full or partial refund to your Wallet is appropriate.

The same protection runs the other way for Riders: if a Rider genuinely delivered an order and a Client simply doesn’t confirm it, the Rider can file a complaint, and our team reviews it rather than letting the Rider go unpaid by default.

A Rider assigned to your order sees only what’s needed to complete that specific job — your pickup/drop-off address, your contact number, and the item description — and only for the duration of that order. We don’t sell personal data to third parties or share it with advertisers.