Last updated: May 2025
Welcome to Velo. By using our app you agree to these Terms of Service. Please read them carefully.
1. About Velo
Velo is a delivery platform that connects customers who need items delivered with independent riders in Ghana. We facilitate deliveries of packages, documents, food and other items within supported cities.
2. Eligibility
You must be at least 18 years old and a resident of Ghana to use Velo. By creating an account you confirm you meet these requirements.
3. Your Account
- You are responsible for keeping your account credentials secure.
- You must provide accurate information including your real name and phone number.
- You may not create more than one customer account.
- Notify us immediately at support@velogh.com if you suspect unauthorised access to your account.
4. Placing Orders
- All orders must be placed through the Velo app. Orders arranged outside the app are not protected.
- You are responsible for ensuring the accuracy of pickup and drop-off addresses.
- Velo reserves the right to refuse or cancel orders that violate these terms.
- Items that are illegal, hazardous or prohibited by law may not be delivered through Velo.
5. Pricing and Payment
- Delivery fees are calculated based on distance and displayed before you confirm an order.
- Surge pricing may apply during periods of high demand and will be clearly indicated.
- Cash on delivery is currently the accepted payment method. Card payments are coming soon.
- You agree to pay the displayed fee to your rider upon delivery.
6. Cancellations and Refunds
- You may cancel an order while a rider is being searched at no charge.
- Cancellations after a rider has been assigned may incur a fee.
- If a delivery fails due to an error on our part, please contact us within 24 hours for a resolution.
7. Prohibited Items
You may not use Velo to deliver:
- Illegal drugs, firearms or weapons
- Explosives or flammable materials
- Stolen property or contraband
- Any item banned under Ghanaian law
8. Liability
Velo acts as an intermediary between customers and riders. While we take reasonable steps to ensure service quality, we are not liable for loss or damage to items during delivery except where caused by our direct negligence. Maximum liability is limited to the delivery fee paid.
9. Termination
We may suspend or terminate your account if you violate these terms, provide false information, or engage in abusive behaviour toward riders or staff.
10. Changes to These Terms
We may update these terms from time to time. Continued use of the app after changes constitutes acceptance of the new terms.
11. Contact Us
Questions about these terms? Email us at support@velogh.com or WhatsApp us at +233 54 449 3049.