Terms of Service

1. Purpose & Scope

1.1 These Terms and Conditions govern the contractual relationship between clients ("Client") and Arabena Global Concept Limited ("AGCL") in relation to all undertakings or transactions involving transportation services.

1.2 Except where specific written terms are agreed with a Client, and unless otherwise stated, these Terms and Conditions apply to all services provided by AGCL.

1.3 By making a booking, the Client (or any agent acting on their behalf) acknowledges having read, understood, and accepted these Terms and Conditions in full.

1.4 Due to the nature of Nigerian roads and prevailing circumstances, including public health emergencies, all pricing, estimated departure, and arrival times are approximate and subject to change without prior notice.

2. Bookings, Payments & Reservations

2.1 Bookings and payments for all services may be made in person at AGCL offices or online through the official website.

2.2 If a duly made reservation is not secured, the affected Client will be rescheduled to another departure time at no extra cost, based on availability of vehicle.

2.3 AGCL maintains a strict no-refund policy for all confirmed reservations, regardless of sales channel, except as otherwise required by law.

2.4 Tickets and reservations are non-transferable without prior consent from AGCL.

3. Check-in & Boarding

3.1 Clients must check in at the designated departure point at least thirty (30) minutes before the scheduled departure time, as onboarding begins ten (10) minutes before departure time.

3.2 AGCL will not delay departure for late-arriving Clients.

3.3 Boarding is permitted only at designated pick-up points listed on the AGCL website unless otherwise agreed in writing.

3.4 Travel notifications or reminders may be sent at AGCL's discretion. Clients remain responsible for adhering to the departure schedule regardless of whether a notification is received or not.

4. Luggage Regulations

4.1 AGCL's primary business is passenger transport; therefore, luggage allowances are limited.

4.2 Each Client on shared service is entitled to a maximum of one piece of luggage not exceeding 20kg in weight and dimensions of 30"x22"x15".

5. Excess Luggage

5.1 Clients with excess luggage must notify AGCL at the time of booking to arrange suitable transport.

5.2 Excess luggage may require the purchase of an additional seat or arrangement for transportation via another AGCL vehicle on the same route.

6. Packing & Packaging

6.1 Clients are solely responsible for ensuring proper packing and protection of their luggage/property.

6.2 AGCL is not liable for damage caused by improper packaging or inadequately protected property.

6.3 Fragile items, valuables, and electronics should be carried as hand luggage and not placed in the vehicle's trunk.

7. Banned & Regulated Items

7.1 The following are prohibited on all AGCL vehicles:

• Items banned by Nigerian law, including controlled substances.
• Hazardous materials, including explosives, fuel, gas cylinders, generators, building materials, agrochemicals, herbicides, and pesticides.

7.2 Regulated items may only be transported with prior disclosure and required legal permits.

7.3 Any Client found transporting prohibited or undeclared regulated items will be reported to the appropriate authorities.

8. Luggage Identification

8.1 Each item of luggage must be clearly labelled with the owner's name, contact details, and destination.

8.2 Unclaimed luggage will be stored for a maximum of thirty (30) days before disposal. Perishable goods will be disposed sooner where necessary.

8.3 All luggage are transported at the owner's risk.

9. Reservation Rescheduling

9.1 Trips may be rescheduled only with at least twenty-four (24) hours' notice and are subject to a rescheduling fee of 15% of the booking cost.

9.2 Rescheduled trips or unused reservations must be used within thirty (30) days of the original booking date.

9.3 Rescheduling is subject to seat availability and current fares.

9.4 Missed trips due to late arrival or absence will not be refunded or rescheduled.

10. Online Transaction Issues

10.1 Clients experiencing payment issues such as double debits must contact their bank for account confirmation.

10.2 Refund requests for verified online transaction errors must be submitted along with bank details via AGCL's customer service email or through a customer representative at the office.

10.3 Approved refunds will be processed within seven (7) to ten (10) working days.

11. Underage Passengers

11.1 Passengers under the age of twelve (12) must be accompanied by an adult.

11.2 Passengers aged twelve (12) to seventeen (17) may travel unaccompanied only with a completed parental/guardian consent form at the time of booking.

12. Service Disruptions

12.1 AGCL will take reasonable measures to ensure vehicles are roadworthy.

12.2 In the event of a breakdown enroute, AGCL will arrange for alternative transport to the destination.

12.3 If an alternative vehicle is provided, tickets will be considered used, and no compensation will be issued for delays.

1. Agreement

The Company and Sender agree to these Terms and Conditions upon payment to Arabena Global Concept Limited and adherence to other stipulated conditions. "Shipment" means all documents or parcels that travel under Arabena Global Concept Limited waybill, which may be carried by any means the Company chooses, including road or any other carrier.

2. Charges

• The Sender shall pay all sums due by transfer or as agreed, immediately before shipping the shipment.
• The consideration payable for handling goods and related services will be in accordance with the Company's standard tariffs, as determined from time to time.
• The Company's standard tariffs are available upon request.
• Shipments not claimed within 24 hours of arrival shall attract a ₦100 daily demurrage charge.

3. Obligations of Customer

• The Company reserves the right to inspect goods, including opening and examining items.
• The Receiver must conduct 100% inspection of goods and acknowledge their condition before departure from the point of collection. Arabena Global Concept Limited will not be liable for complaints afterward.
• The Sender must provide a complete and accurate description of goods.

4. Company Liability for Damage or Loss

The Company shall not be liable for loss or damage arising from:

• Acts or omissions of the Customer, Owner, or their agents.
• Compliance with Customer's or Owner's instructions.
• Insufficient packing or labelling (unless done by the Company).
• Handling, loading, or unloading by the Customer or their agents.
• Inherent defects in goods.
• Riots, strikes, lockouts, or labour disputes.
• Fire, flood, or storm.
• Any cause beyond the Company's reasonable control.

Liability limitations:

• Limited to the declared value on the waybill/invoice.
• Only direct loss or damage is covered; loss of profits, income, interest, or future business is excluded.
• Claims are limited to one claim per shipment.
• If higher cover is needed, the shipper must make a special declaration of value and take out insurance at their expense.
• Claims must be submitted in writing within 14 days from shipment acceptance.

5. Conditions of Goods

Proof of quantity, type, and condition of goods remains with the Sender. Any document signed by the Company at receipt does not constitute conclusive proof.

6. Deliveries and Pick-Up

• Shipments must be identified using the waybill code or receipt before collection.
• Shipments will not be delivered to addresses; they must be collected at the Company terminal.

7. Company Lien

The Company holds a lien over all goods in its possession as security for unpaid charges.

8. Sender's Warranties

• All information provided is accurate.
• The goods are the Sender's property or the Sender is authorized to ship them.
• Goods are properly marked, addressed, and packed for safe handling.
• All applicable laws and regulations have been complied with.
• Payment of shipment fees constitutes acceptance of these Terms and Conditions.

9. Dangerous Goods

• Dangerous, illegal, illicit, hazardous, or explosive goods are prohibited.
• The Sender is liable for losses or damage caused by such goods.
• If goods become dangerous in the Company's opinion, the Company may dispose of them without liability.

10. Perishable Goods

• Perishable goods not collected immediately may be disposed of without notice.
• Frozen food must be packed in plastic containers.
• Frozen medication must be packed in a cold box — the Company is not liable for damage due to melting.
• Fragile items must be properly packaged.

11. Route

The Carrier will determine the route to be followed.

12. Company Obligations

The Company's obligations are discharged once goods are handed to the Receiver at the Arabena Global Concept Limited terminal.

13. Subcontracting

The Company may subcontract services and is not liable for the acts or omissions of subcontractors.

14. Forfeiture

Shipments not collected within 1 month will be forfeited and disposed of.

15. Notices

All notices will be sent to the Sender's phone number provided on the waybill via text or call.

16. Dispute Resolution

• Disputes will be resolved amicably where possible.
• If unresolved, a sole arbitrator will be appointed, and disputes referred to the Federal High Court, Jos for mediation under its Procedure Rules.
• The governing law is that of the Federal Republic of Nigeria.

17. General Terms

These Terms constitute the sole agreement between the parties. No waiver by the Company will affect its rights unless expressly stated in writing.