Terms of service.

By creating a Relayed account, dropping a parcel at a Relayed station, collecting a parcel as a courier, or hosting a Relayed unit at your fuel station, you agree to these terms. If you do not agree, do not use the service.

These terms form a legally-binding agreement between you and Relayed Ltd (registered in Ghana).

Relayed operates a network of smart parcel stations, a dedicated inter-city van service on the N6 corridor, and software that coordinates couriers and merchants. We are a carrier-neutral infrastructure provider — we do not employ couriers, we do not own a delivery company, and we are not a freight forwarder.

We make reasonable efforts to deliver parcels within posted service windows but do not guarantee specific delivery times. Weather, road closures, mechanical failure, and force-majeure events may delay a parcel.

You are responsible for:

• The accuracy of information you provide during sign-up.
• Keeping your login credentials and tracking codes confidential.
• All activity that occurs under your account.
• Notifying us promptly if you suspect unauthorised access.

You must be at least 18 to hold a Relayed account. Merchant and courier accounts require valid Ghanaian identification.

You may not ship through Relayed:

• Illegal drugs, weapons, explosives, or ammunition.
• Live animals or human remains.
• Hazardous materials (flammables, corrosives, radioactive materials, gases).
• Cash, bearer bonds, or negotiable instruments.
• Perishables without pre-arranged cold-chain.
• Items over 10 kg (unless on full-service tier with prior agreement).
• Items in counterfeit packaging or with counterfeit branding.
• Anything that would violate Ghanaian law or the law of any jurisdiction the parcel transits.

We may open and inspect any parcel we reasonably suspect contains a prohibited item. Parcels containing prohibited items may be confiscated, surrendered to authorities, or destroyed. Fees paid for such shipments are non-refundable and you remain liable for any resulting harm.

Prices are quoted at drop-off and may vary by route, weight, declared value, and service tier. Mobile-money payment is required before a parcel enters the network (prepaid) or at delivery (cash on delivery, where enabled by the merchant).

Quoted prices include pickup, relay, and last-mile delivery unless stated otherwise. There are no bus-terminal fees, handling surcharges, or hidden costs. Promotional pricing is clearly labelled and time-limited.

Refunds: if we fail to deliver a parcel and the failure is our fault, we refund your fee in full and process your insurance claim per the limits below.

To the maximum extent permitted by Ghanaian law, Relayed's total liability for any claim arising from the use of the service is limited to:

• The fees you paid for the specific parcel giving rise to the claim, plus
• The insured value of that parcel (see section 7 — Insurance).

We are not liable for indirect or consequential losses (including lost profits, lost sales, or reputational harm) except where such exclusion is prohibited by law.

We are not liable for delays caused by weather, road closures, strikes, government action, power outages at stations, or other events outside our reasonable control.

Every parcel entering the Relayed network is insured to a default declared value of GHS 500. You may declare a higher value at drop-off for an additional premium, up to a maximum of GHS 10,000 per parcel.

To make a claim: email claims@userelayed.com within 48 hours of the expected delivery time with the tracking code, a description of the loss or damage, and supporting photos or receipts where applicable. We respond within 5 business days with a claim decision.

Claims are not payable for prohibited items, items packed contrary to our packaging guidelines, or damage that existed at drop-off and was not disclosed.

We may suspend or terminate your account immediately if you breach these terms, attempt to ship prohibited items, or engage in fraudulent activity. We will notify you of the suspension and the reason for it.

You may close your account at any time by emailing hello@userelayed.com. Fees paid for parcels already in transit are non-refundable.

These terms are governed by the laws of the Republic of Ghana. Any dispute arising out of or in connection with the service will first be attempted in good-faith negotiation for 30 days. If unresolved, disputes will be submitted to the exclusive jurisdiction of the courts of Accra, Ghana.

If any provision of these terms is found unenforceable, the remaining provisions continue in effect.

We may update these terms from time to time. Material changes will be emailed to active account holders at least 14 days before taking effect. Your continued use of the service after changes take effect constitutes acceptance of the updated terms.

Version 0.1 (draft) · Last updated 19 April 2026 · Pending review by Ghana-licensed counsel.