1. Acceptance of these terms
By chatting with Nova on WhatsApp, placing an order, or using any part of our service, you agree to these Terms & Conditions. If you do not agree, please do not use Nova.
“Nova”, “we”, “our” or “us” refers to the Nova team operating the WhatsApp personal shopper service. “You” or “customer” refers to any person using Nova to place an order or make an enquiry.
2. What Nova is (and is not)
Nova is an AI-powered personal shopper and coordination service that helps you order items via WhatsApp and have them delivered through riders, dispatch partners and vendors.
- We help you find, confirm, purchase and deliver items from third-party vendors.
- We rely on partner riders/dispatch companies to deliver your items.
- We are not the manufacturer of most items you buy through Nova.
Nova is not owned by or officially affiliated with WhatsApp, Meta, or any vendor brand we may buy from.
3. Who can use Nova
To use Nova, you confirm that:
- You are at least 18 years old, or have permission from a parent/guardian.
- You are able to enter into a binding agreement under Nigerian law.
- You provide accurate contact details (name, address, phone/WhatsApp number) for delivery.
4. Orders and confirmation
Orders are placed by chatting with Nova on WhatsApp. An order is considered confirmed when:
- We send you a summary of the items, estimated cost and any fees, and
- You clearly approve it in the chat (e.g. “Yes, go ahead” or similar), and
- Payment has been made or a payment method has been agreed.
We may decline or cancel an order at our discretion (for example, if items are unavailable, location is outside our coverage, or we suspect fraud).
5. Pricing, fees and payment
We aim to give you clear pricing before you approve any order. This may include:
- The cost of the items from the vendor.
- Delivery fees charged by riders or dispatch partners.
- Any Nova service or convenience fees (where applicable).
Final amounts may change slightly based on vendor availability, item substitutions or updated delivery fees. We will inform you of any meaningful price changes before completing the order whenever possible.
Payment must usually be made by bank transfer (or any other method we clearly communicate and accept). Nova, our riders or partners are not obliged to release items without confirmed payment.
6. Delivery, timing and coverage
Delivery times shared in the chat are estimates, not guarantees. Traffic, weather, vendor delays and other factors may affect arrival times.
- You are responsible for providing the correct address and being reachable on WhatsApp/phone.
- If we cannot reach you or deliver after reasonable attempts, the order may be returned or cancelled and fees may still apply.
- Coverage areas and operating hours may change as we expand to new locations.
7. Cancellations, issues and refunds
Because we move quickly once an order is confirmed, cancellations and changes are time-sensitive. In general:
- If you cancel before we purchase items from the vendor, we may cancel at no cost.
- If items have already been purchased or prepared (e.g. food), only partial or no refunds may be possible.
Our detailed refund rules, including when you may be eligible for a refund or replacement, are explained in our Refunds & Returns Policy. That policy is part of these Terms by reference.
8. Your responsibilities as a customer
When using Nova, you agree to:
- Provide accurate and up-to-date information for orders and deliveries.
- Use Nova only for lawful purposes and avoid requesting restricted or illegal items.
- Treat our riders, partners and support team with respect and courtesy.
- Pay all agreed amounts in a timely manner.
9. Prohibited items and uses
You may not use Nova to purchase, transport or arrange delivery of:
- Illegal drugs, weapons or any items prohibited under Nigerian law.
- Stolen goods, counterfeit products or items obtained fraudulently.
- Items that require special licences or permits which you do not have.
We may suspend or refuse service if we suspect abuse, fraud or illegal activity.
10. Vendors, riders and third-party partners
Nova works with independent vendors, riders and dispatch/logistics partners. While we try to choose reliable partners and coordinate closely, we do not control every aspect of their operations.
In some cases, a vendor’s own policies (for example, on returns or exchanges) may apply. Where relevant, we will follow the applicable vendor policy and inform you of any limitations.
11. Disclaimer and limitation of liability
We aim to provide a smooth, reliable service, but Nova is provided on an “as is” and “as available” basis. To the maximum extent permitted by law:
- We do not guarantee that every delivery will be free from delay or disruption.
- We are not responsible for indirect or consequential losses (such as loss of profit or opportunity).
- Our total liability for any claim related to an order is limited to the amount you paid for that order.
This does not affect any rights you may have under applicable consumer protection laws in Nigeria.
12. Privacy and data
When you use Nova, we may collect and store information such as your name, contact details, addresses and order history so we can process orders and improve our service.
We will not sell your personal details to third parties. We may share limited information with riders and vendors strictly for completing your orders (for example, your first name, address and phone number for delivery). More details may be provided in a separate privacy notice if available.
13. Changes to these terms
We may update these Terms & Conditions from time to time as Nova grows or the law changes.
When we make material changes, we will update the “Last updated” date at the top of this page. Continued use of Nova after changes are posted means you accept the updated terms.
14. Governing law and dispute resolution
These Terms & Conditions are governed by the laws of the Federal Republic of Nigeria.
If a dispute arises, we encourage you to contact us first so we can try to resolve it informally. If we cannot resolve it, the matter may be referred to the competent courts in Nigeria, typically within Rivers State.
15. Contact us
If you have questions about these Terms & Conditions, you can reach us via:
- WhatsApp: send a message in your existing chat with Nova.
- Email: admin@joinnova.live