Terms of Service

1. Who can use ErQuickS?

• Any adult natural person (18 years or older) residing in Cameroon.
• With an active and valid Cameroonian phone number (MTN or Orange network).
• Merchants and Drivers must complete KYC verification (National Identity Card or passport, video selfie) before any commercial activity on the platform.
• Merchants must also provide proof of commercial activity (business licence, trade register or equivalent) in accordance with Cameroonian legislation.

2. Your account

• Your ErQuickS account is personal, non-transferable and linked to your phone number.
• Biometric authentication (Face ID, fingerprint) is available as a quick unlock method. Your biometric data remains strictly on your device and is never transmitted to ErQuickS or any third party.
• You are solely responsible for all activities carried out from your account.
• Only one account per person is authorised. Multiple accounts will be suspended.
• Immediately report any suspicious or unauthorised access to support@erquicks.com.
• ErQuickS will never ask for your OTP code by phone or email. Never share it with anyone.

3. Orders and payments (Customers)

• By placing an order, you contractually commit to paying the full amount (products + delivery fees).
• Payment is made via MTN or Orange Mobile Money, Visa/Mastercard bank card, or promotional cashback balance. No cash payments are accepted via the platform.
• Card payment: you are redirected to the NotchPay secure page to enter your card details. ErQuickS does not collect or store any card data (number, CVV, expiry date). If payment is not confirmed within 120 seconds (browser closed, network interruption), the order is created but in pending payment status — check your order history and contact support@erquicks.com if a debit occurred.
• Payment link: the platform allows a third party to pay for your order via a short code. The third party's payment data is transmitted directly to NotchPay and governed by NotchPay's terms. You remain the order holder and responsible party.
• An order may include products from multiple merchants (multi-merchant order). Payment and delivery fees are calculated globally for the entire order.
• A 50% escrow of the total amount is debited upon order validation. The balance (50%) is charged upon delivery confirmation.
• You have 24 hours after delivery to contest a receipt. After this period, delivery is deemed compliant and funds released to the Merchant.
• Any confirmed order can only be cancelled without charge before a Driver accepts it.
• In accordance with Law No. 2011/012 on consumer protection in Cameroon, you have the right to be clearly informed of the total price (products + delivery) before confirmation.

4. Deliveries

• Displayed delivery times are estimates based on distance and current conditions. They do not constitute a contractual delivery time guarantee.
• Delivery confirmation is made by scanning the QR code generated by your app, or by entering an OTP code communicated by the Driver.
• During active delivery, you can exchange messages (text and media) with the Driver via the in-app messaging feature.
• In case of proven non-receipt or non-compliant delivery, you have 24 hours to open a dispute from the app. Our team will process the file within 5 business days.
• ErQuickS guarantees a refund to your Mobile Money account for any Customer dispute validated in your favour, within 48 business hours.

5. Merchants — Key obligations

• Keep your catalogue up to date: accurate prices, actual product availability, representative photos.
• Prepare orders within your announced timeframes. Excessive delays may result in a penalty or account suspension.
• Strictly comply with food hygiene and safety standards in accordance with Cameroonian regulations (for food merchants).
• Only offer products compliant with Cameroonian legislation: no illegal, counterfeit, prohibited or products requiring unobtained authorisations.
• Respect catalogue limits: maximum 3 sub-categories and 50 active products per sub-category.
• Merchant commission is calculated on the product subtotal and automatically deducted from the payout. The rate depends on category: Food 20%, Grocery 10%, Fashion 18%, Home 14%, Electronics 10%, Beauty 12%, Stationery 6%. The technical fallback is the rounded average of this grid, or 12.86%.
• Every personalised offer is dated, justified, accepted by the Merchant and available in their account. An adverse increase is reserved for the Super Administrator and requires at least 30 days notice.

6. Drivers — Key obligations

• Mizio retains 12% of delivery remuneration. Estimated earnings are shown before each mission is accepted.
• Keep GPS location active throughout each accepted mission.
• Deliver orders on time, in good condition, with professionalism and respect towards Customers and Merchants.
• Hold a valid driving licence, vehicle insurance and all documents required by Cameroonian legislation to carry out your activity.
• Never demand, accept or solicit cash payments from Customers or Merchants outside the platform system.
• Immediately report to the ErQuickS team any incident occurring during a mission (accident, theft, incident with a customer or merchant).

7. Prohibited conduct

• Fraud, attempted abuse, manipulation or misappropriation of the payment system.
• Creation of fake accounts, fake reviews, fake orders or fake deliveries.
• Harassment, intimidation or offensive behaviour towards other users (Customers, Merchants, Drivers).
• Use of the platform for unauthorised, illegal activities, or activities contrary to public order and morality.
• Any attempt to hack, alter or circumvent the platform's security systems is a criminal offence under Law No. 2010/012 on cybercrime.

Failure to comply with these rules may result in immediate suspension and/or permanent account deletion, without prejudice to legal proceedings where applicable.

8. Disputes and refunds

• In case of a problem with an order, open a dispute from the app within 24 hours of the incident.
• Our team will process the file within 5 business days and issue a reasoned decision.
• Refunds validated in favour of the Customer are made to the Customer's Mobile Money account within 48 business hours.
• In case of disagreement with our decision, the parties may refer the matter to the competent courts of Yaoundé, Cameroon, after exhausting amicable remedies.
• In accordance with Law No. 2011/012 on consumer protection, you have the right to contest any erroneous billing and to obtain redress in case of non-compliant service.

9. Personal data and privacy

By using ErQuickS, you accept the collection and processing of your personal data in accordance with our Privacy Policy, established in accordance with Law No. 2010/012 on cybersecurity in Cameroon. Your data is never sold to third parties. You can exercise your rights at any time by contacting privacy@erquicks.com.

10. Service modifications

ErQuickS may modify, improve, suspend or discontinue all or part of the service at any time. In case of substantial modification of pricing terms or features, Users will be notified with a minimum of 15 days' notice, except in technical or legal emergencies. Continued use of the service after modification constitutes acceptance of the new terms.

11. Applicable law

These Terms of Service and all relationships between the Publisher and Users are governed by Cameroonian law, in particular Law No. 2010/021 on electronic commerce, Law No. 2011/012 on consumer protection and applicable OHADA Uniform Acts. Any dispute is subject to the jurisdiction of the courts of Yaoundé, Cameroon.

12. Contact

Customer support: support@erquicks.com
Legal questions: legal@erquicks.com
Data protection: privacy@erquicks.com
ErQuickS — Yaoundé, Cameroon