Policies

How delivery works

VetXpress orders are fulfilled by independent seller outlets (vet clinics, agrovets, pet stores, and supermarkets) near you, not by Farm Alert Ltd directly. When you check out, you choose which nearby seller fulfils your order based on price, distance, and estimated delivery time.

Once a seller accepts your order, a delivery rider verifies the goods at the seller's store, checking product identity, quantity, and condition, before picking up and heading to you. This check happens before pickup, not after, so any mismatch is caught at the source.

Delivery times

Estimated delivery windows are shown before you pay and are based on distance between the seller and your delivery address. They are estimates, not guarantees, traffic, weather, and order volume can affect actual timing. If a delivery is running significantly behind the estimate shown at checkout, we aim to notify you proactively rather than leave you guessing.

Pickup orders

If you choose pickup instead of delivery, you'll receive a QR code after payment. Present it at the seller store to collect your order, the seller scans it to confirm and release your items.

Delivery areas

We currently match orders to sellers within a limited service radius of your delivery address. If no seller nearby has your full order in stock, we'll show you the closest partial match and let you adjust your cart, or ask to be notified when it's available.

Before you return an item

Every order is verified by a rider against your order details before it leaves the seller store, so mismatches are usually caught before delivery. If something still arrives wrong, damaged, or different from what you ordered, contact support with your order number as soon as possible.

Cold-chain items are non-returnable once dispatched

Vaccines and other cold-chain-dependent products cannot be returned once they've left the seller's fridge and been dispatched to you, once outside a controlled cold chain, we can't guarantee their safety or effectiveness for another customer. Please double-check these items carefully before confirming pickup or accepting delivery.

Cancellations

You can cancel an order before a seller accepts it. If you cancel after a seller has confirmed, contact support, approved cancellations are credited to your VetXpress wallet instantly and are immediately usable on your next order.

Refunds

Registered customers are refunded to their VetXpress wallet balance, usable right away. Guest orders are refunded to the original payment method via the payment gateway, which typically takes a few business days to reflect, or you may opt for instant wallet credit by registering an account at that point.

What we collect

To fulfil an order, we collect the information needed to process and deliver it: your name, phone number, delivery address or GPS location, and order details. If you register an account, we also store your email and order history.

How we use it

Your information is used to route your order to a suitable seller, coordinate delivery or pickup, send order status updates (via WhatsApp, SMS, or email), and provide customer support. We do not sell your personal data to third parties.

Who we share it with

We share only what's necessary with the seller fulfilling your order (so they can prepare it) and the delivery partner handling your delivery (so they can find you). Payment details are handled directly by our payment gateway and never stored on our own servers.

Site traffic analytics

Separately from order delivery, we use your device's approximate location, derived from your network connection at the country/state level, never your device's exact GPS coordinates, to understand which regions our visitors come from. This uses our hosting provider's own network-level location signal; we never look up or store your IP address for this purpose. This aggregate traffic data is used internally for business planning and is never sold or shared with third parties.

Your rights

You can request a copy of the personal data we hold about you, ask us to correct it, or request deletion of your account and associated data, subject to what we're legally required to retain (e.g. transaction records). Contact support to make a request.

This service operates under the Nigeria Data Protection Act (NDPA 2023). Questions about how your data is handled can be directed to our support contact below.

The marketplace model

VetXpress is a marketplace connecting customers with independent seller outlets who hold their own stock and set their own prices. Farm Alert Ltd operates the platform, routing, and delivery coordination, the contract of sale for the goods themselves is between you and the seller who fulfils your order.

Guest checkout & tracking

You do not need an account to order. Guest orders are tracked using a private tracking link containing a unique, hard-to-guess token, anyone with that link can view that order's status, so treat it like you would any personal order confirmation. Registering an account lets you view your order history and reorder in one tap, but it's never required to check out.

Pricing

The price and total shown when you choose a supplier is exactly what you're charged at payment, we don't add hidden fees between those two steps. Sellers set their own retail prices independently, which is why prices can vary between stores for the same product.

Acceptable use

Don't use the platform to place fraudulent orders, abuse promotional offers, or interfere with sellers or delivery riders. We reserve the right to suspend accounts that misuse the platform.

Changes to these terms

We may update these terms as the platform evolves. Material changes will be reflected on this page with an updated notice.

Watch out for scam messages

VetXpress will never contact you by SMS, WhatsApp, or email asking you to pay an extra fee to release, confirm, or unlock a delivery. If you get a message like that claiming to be from VetXpress or a seller, don't pay, it isn't us.

Every real payment happens on our own checkout at vetxpress.shop or the secure Paystack page it opens, never through a payment link sent to you after your order is already placed.

If something looks off

Don't click links in a suspicious message. Check your order's real status using the tracking link from your order confirmation, or contact support directly to verify anything you're unsure about.