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These Terms of Service ("Terms") constitute a legally binding agreement between you and Greyline Innovations Limited, the company behind Paylo ("we," "us," "our"). They govern your use of the Paylo Marketplace app, the Paylo Business app, the Paylo POS app, and the website at usepaylo.com (collectively, the "Platform").
By creating an account or using the Platform in any way, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Platform.
These Terms include a binding arbitration clause in Section 15. Please read it carefully — it affects how disputes between you and Paylo are resolved.
Contact: legal@usepaylo.com · support@usepaylo.com
Greyline Innovations Limited, Abuja, Nigeria
These sections apply to everyone who uses Paylo — customers, merchants, and visitors.
| Term | Meaning |
|---|---|
| Platform | The Paylo Marketplace app, Paylo Business app, Paylo POS app, and usepaylo.com |
| Customer | A user who browses, purchases products, or books services on Paylo |
| Merchant | A user who sells products or offers services through the Paylo Business app |
| Your Customer | A Customer who first reached a Merchant's business through the Merchant, as set out in Section 18.4. Orders from Your Customers carry no platform fee |
| Paylo Customer | A Customer who first reached a Merchant's business through something Paylo runs, as set out in Section 18.4, for the first 12 months after their first order with that business |
| Buyer Protection | An optional fee-based service that holds funds in escrow until delivery is confirmed |
| Crypto Payment | An optional payment method, processed via our partner Breet, allowing customers to pay using supported cryptocurrencies, automatically converted to Nigerian Naira at checkout |
| Terminal | A device, such as a phone, tablet, or dedicated POS device, enrolled by a Merchant to record in-person sales through Paylo POS |
| Staff Member | A person a Merchant adds to their team to operate their Terminals, such as a cashier or stockkeeper |
| In-Person Sale | A sale recorded on a Merchant's Terminal and paid for directly between the customer and the Merchant, for example in cash or by bank transfer |
| Services | All features, tools, and functionality provided through the Platform |
To use Paylo you must:
You need an account to buy, sell, or save anything on Paylo. The information you provide when signing up must be accurate, current, and complete. You are responsible for keeping it up to date.
You may maintain only one active account. Operating multiple accounts without our prior written permission may result in all of them being suspended. A staff identity created for you by your employer under Section 18.13 does not count against this limit, and holding a customer account does not prevent you from also being a Staff Member of a business.
You are responsible for maintaining the confidentiality of your login credentials. Do not share your password with anyone. If you suspect unauthorised access to your account, contact us at support@usepaylo.com immediately.
Paylo is a marketplace platform. We provide the infrastructure that connects customers and merchants — we are not a party to any transaction between them.
Certain lawful goods — including adult, sexual-wellness, and other age-restricted products — may be listed only if they are legal under Nigerian federal and state law, accurately and non-explicitly described, and not obscene or otherwise unlawful. Such products may be sold only to buyers who are 18 years or older. You must not knowingly sell or fulfil an age-restricted product to a minor, and you remain responsible for any age-verification, labelling, or handling requirements that apply to your goods.
We may, at our discretion, classify any product as adult or age-restricted. Where we do, we may require an age-confirmation step before it is shown, and we may exclude it from Platform search, discovery, and recommendations, from our sitemap, and from third-party channels such as Google Shopping — or remove it entirely — for legal, regulatory, safety, brand, or partner-policy reasons. You acknowledge that this may reduce the visibility and reach of the affected product. Products distributed through any third-party channel must also comply with that channel's own policies, and we may withhold non-compliant products from that channel.
The Platform — including its design, code, features, branding, and all content produced by us — is owned by Greyline Innovations Limited and is protected by Nigerian and international intellectual property law. You may not copy, reproduce, distribute, or create derivative works from any part of the Platform without our prior written permission.
You retain ownership of the content you post on the Platform. By posting content, you grant Greyline Innovations Limited a worldwide, non-exclusive, royalty-free, transferable, and sub-licensable licence to use, display, reproduce, distribute, and adapt that content across the Platform.
Your use of the Platform is governed by our Privacy Policy, which is incorporated into these Terms by reference.
Key points:
By using the Platform, you agree to receive:
We may add, modify, suspend, or discontinue any part of the Platform at any time. We may also revise our fees with reasonable advance notice. Continued use of the Platform after changes are posted constitutes your acceptance of those changes.
You may close your account at any time using the "Delete Account" option in the app or by contacting support@usepaylo.com. On closure, your personal data will be anonymised immediately and permanently deleted within 30 days.
We may suspend or permanently close your account at any time for violation of these Terms, fraudulent activity, or any other reason at our discretion.
THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY NIGERIAN LAW, WE MAKE NO WARRANTIES — EXPRESS OR IMPLIED.
We do not warrant that:
TO THE MAXIMUM EXTENT PERMITTED BY NIGERIAN LAW, GREYLINE INNOVATIONS LIMITED SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES.
OUR TOTAL LIABILITY FOR ANY CLAIM SHALL NOT EXCEED THE GREATER OF: THE TOTAL FEES YOU PAID TO PAYLO IN THE 12 MONTHS PRECEDING THE CLAIM, OR ₦50,000.
You agree to defend, indemnify, and hold harmless Greyline Innovations Limited from any claims, damages, losses, liabilities, and costs (including legal fees) arising from:
These Terms are governed by the laws of the Federal Republic of Nigeria. The courts located in Abuja, Nigeria have exclusive jurisdiction over any disputes arising from these Terms, except as provided in Section 15.
Before initiating any formal claim, you must contact us at legal@usepaylo.com. We will make a genuine effort to resolve the matter within 30 days.
If the dispute cannot be resolved informally, it shall be finally settled by binding arbitration under the Arbitration and Mediation Act of Nigeria 2023. Arbitration will be conducted in Abuja, Nigeria before a single arbitrator.
Any arbitration or legal proceeding must be conducted on an individual basis only. You may not bring or participate in any claim as part of a class action.
These Terms, together with the Privacy Policy and any policies incorporated by reference, constitute the entire agreement between you and Greyline Innovations Limited.
If any provision of these Terms is found to be invalid or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable.
We are not liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including natural disasters, government actions, or failures of third-party services.
This section applies specifically to users of the Paylo Marketplace app.
When you place an order on Paylo, you are making an offer to purchase from a merchant — not from Paylo. The contract of sale is formed directly between you and the merchant.
Payments on Paylo are processed securely through our payment partners. Card and bank transactions are processed by Paystack. Cryptocurrency transactions, where offered, are processed by Breet. A payment processing fee applies to each transaction and is displayed to you at checkout before you confirm your order. Paylo never stores your raw card number, CVV, or full card data. After a successful card payment, we retain only a Paystack-issued card token together with the last four digits, card type, expiry date, and issuing bank. Paylo never holds, custodies, or has access to your cryptocurrency wallet credentials or private keys.
All marketplace orders are processed through Paylo's escrow system.
| Stage | What happens |
|---|---|
| Payment confirmed | Your full payment is held by Paylo — the merchant does not receive it yet |
| You confirm delivery | Escrow is released to the merchant immediately; your buyer protection fee is refunded as Paylo Credits |
| 7 business days pass with no dispute | Escrow is released automatically; your buyer protection fee is refunded as Paylo Credits |
| You confirm collection (pickup orders) | Escrow is released to the merchant immediately upon you confirming collection in the app. |
| You open a dispute | Escrow is held pending resolution |
For pickup orders, the escrow clock runs for 7 business days from payment. Funds release immediately when you confirm collection, or automatically after 7 business days if no dispute is raised.
Buyer protection fee: 0.5% of your order subtotal (minimum ₦100, maximum ₦10,000). Refunded as Paylo Credits upon confirmed delivery.
Delivery timelines are estimates provided by merchants. Paylo does not directly operate delivery or logistics services. Merchants are solely responsible for order fulfilment.
For pickup orders, the merchant will notify you via the app when your order is ready for collection. You are responsible for collecting your order from the agreed pickup location and confirming collection in the app. Paylo is not responsible for uncollected orders.
Before shipment: You may cancel an order before the merchant marks it as shipped (for delivery orders) or before the merchant marks it as ready for collection (for pickup orders). Pre-shipment cancellations are eligible for a full refund, processed within 5–7 business days via Paystack.
After dispatch: Orders that have been marked as shipped or ready for collection cannot be cancelled. If a product arrives damaged or materially not as described, you may open a dispute.
If you experience a problem with an order:
You may leave honest reviews for merchants and products. Reviews must be based on your genuine, first-hand experience and be factually accurate. You may not post reviews in exchange for incentives or post fabricated reviews.
Where available, you may choose to pay for an order using supported cryptocurrencies through our payment partner, Breet.
This section applies specifically to users of the Paylo Business app.
To sell on Paylo, you must create a Paylo Business account, complete onboarding, and pass our verification process. We reserve the right to decline any merchant application for any reason.
Unverified merchants may list products but cannot process payments — payment methods are disabled until verification is complete. To enable payments, you must complete identity verification by submitting a government-issued ID, bank account details, and—where applicable—business registration documents.
You are solely responsible for all content you list on Paylo. Listings must be accurate, not misleading, and compliant with these Terms. We may remove listings at any time without notice where they violate these Terms.
Paylo charges a platform fee only on orders from customers Paylo brings you, and only for their first 12 months. Orders from your own customers carry no platform fee.
(a) Your Customers. A Customer is Your Customer if they first reached your business through you: your storefront link or custom domain, your QR code, your social media or WhatsApp, a conversation with you that did not start from one of the Paylo features in (b), a search for your business's name, a product link shared by someone other than Paylo, or a sale at your Paylo till that the Customer confirmed. Anyone who ordered from, messaged, or followed your business before these fee terms take effect is also Your Customer, and so is anyone you added as a customer in the Paylo Business app before they first reached you through Paylo, within the limits shown in the app.
(b) Paylo Customers. A Customer is a Paylo Customer if they first reached your business through something Paylo runs: the Paylo marketplace, product or category search, the Nearby view, recommendations, Paylo campaigns, ads or creator links, wishlists, sourcing requests, or Paylo's AI assistants. A conversation that started from one of these, or a tap on your WhatsApp, Instagram or call button inside Paylo, counts as a Paylo introduction, including any cart you send in that conversation.
(c) How it is decided. A Customer's status with your business is decided when they pay for their first order with it, based on how they first reached your business when they first added one of your products to their cart, messaged you, followed you, saved one of your products, or tapped one of your contact buttons, within the 90 days before that order. It applies across all storefronts you own and does not change with the way they order later. If that first order is cancelled or fully refunded, it does not count, and their next paid order decides instead.
(d) After 12 months. Twelve months after a Paylo Customer's first paid order with your business, they become Your Customer permanently.
(e) The fee. The platform fee rate on Paylo Customers is set by your active plan, as published at usepaylo.com/pricing. It is calculated on the item total after any discounts you fund, excluding delivery, and deducted from your payout. It is never added to the price the Customer pays. The rate is set when the order is placed and is never raised after that; it can only be lowered (for example if the Customer turns out to be Your Customer, or the order is refunded). A plan change affects only later orders. Every order shows you the fee applied and the reason.
(f) When in doubt. If Paylo cannot determine how a Customer reached your business, they are treated as Your Customer and no platform fee is charged.
(f1) Till sales. A Customer confirmed at your Paylo till is Your Customer if they confirmed before they first reached you through Paylo. A Customer who scans their Paylo code at your till for a paid sale of at least ₦2,000 becomes Your Customer even if they first found you through Paylo, unless they are already a Paylo Customer of your business or you declined or cancelled one of their Paylo orders in the previous 30 days.
(f2) "This is my customer". On a Paylo Customer's first order, before it pays out, you can mark them as Your Customer within the allowance shown in the Paylo Business app. The fee on that order is returned and they are Your Customer from then on.
(g) Errors. Paylo's records decide a Customer's status. If you believe a fee was charged because of a technical error, contact partners@usepaylo.com within 30 days of the order. We will correct any error we confirm and refund the fee.
(h) Misuse. If we find that a Customer's status has been manipulated in breach of Section 5, we may charge the platform fee on the affected orders as if they came from a Paylo Customer, by deducting it from your future payouts, and may take action under Section 10.
(i) When this applies. These fee terms apply to orders placed from the date we announce to you by email and in the Paylo Business app, with at least 30 days' notice. Orders placed before that date are charged under the terms in force when they were placed.
Subscription plan payments are refundable within 30 days of payment. If Paylo isn't the right fit, contact support@usepaylo.com within 30 days and we'll refund your plan payment, less any platform fees the plan saved you during that time.
| Plan | Description |
|---|---|
| Free | Entry-level access — fees as published on the pricing page |
| Pro | Growing stores — fees as published on the pricing page |
| Business | Established businesses — fees as published on the pricing page |
| Enterprise | High-volume merchants — fees negotiated individually |
When a customer places an order, you must:
All marketplace orders are processed through Paylo's escrow system. Payment is held in escrow from the time of order. The default escrow window is 7 business days from payment. When you mark a delivery order as shipped, the window shortens — to 3 business days from the shipped timestamp for same-state orders, and 5 business days for cross-state orders. For pickup orders, the 7 business day window runs unchanged from payment. Funds are released immediately when the customer confirms receipt or collection, or automatically when the window expires with no dispute raised.
A chargeback occurs when a customer disputes a transaction with their card issuer. As a merchant, you are solely responsible for all chargebacks. When a chargeback is initiated, the full disputed amount will be debited from your Paylo wallet, and a non-refundable dispute fee will be deducted.
You are solely responsible for determining, collecting, reporting, and remitting all taxes applicable to your sales on Paylo. Paylo is not your tax agent.
You represent and warrant that you hold all licences and permits required to operate your business and comply with all applicable Nigerian federal and state laws.
As a Paylo merchant, you have access to:
Paylo offers an optional integration that connects your storefront to your Meta (Facebook/Instagram) business assets. By connecting your Meta account, you:
You remain solely responsible for the accuracy and legality of the products synchronised to your Meta catalogue, and for your eligibility to use Meta's commerce features (such as product tagging), which Meta determines and may change at its discretion. Paylo is not responsible for Meta's decisions, including account restrictions, catalogue rejections, content moderation, or the availability of Meta commerce features in your region.
You may disconnect the integration at any time from Account → Social Commerce in the Paylo Business app. Disconnection stops all synchronisation and deletes the access credentials we hold, as described in our Privacy Policy. The product catalogue itself resides in your Meta Business portfolio and remains yours after disconnection.
We may suspend or terminate the integration for any storefront where its use violates these Terms or Meta's policies, or where required to protect the Platform.
Paylo POS lets you enrol devices as Terminals and record sales made in your physical store. Terminals are enrolled to your business, and you can rename or revoke any of them at any time from the Paylo Business app. You are responsible for the physical security of your Terminals.
Your staff. When you add a Staff Member, you confirm that you employ or otherwise engage that person, that the details you provide are accurate, and that you have told them their activity on your Terminals is recorded and attributed to them by name. PINs are personal: each Staff Member sets their own, and a PIN must not be shared with or used by anyone else. You are responsible for removing Staff Members who leave your business.
Your responsibility. You are accountable for everything done on your Terminals by your Staff Members, including sales recorded, payment references entered, and stock adjustments. Approvals you grant in the Paylo Business app, such as PIN resets and Terminal enrolments, are logged as your decisions.
In-Person Sales are between you and your customer. Payment for an In-Person Sale passes directly from the customer to you, whether in cash, by bank transfer, or by any other method you accept. Paylo records the sale for your business records; we never receive, hold, or control the money. Escrow, Buyer Protection, and the refund processes described in Section 17 do not apply to In-Person Sales. Any refund, exchange, or dispute arising from an In-Person Sale is strictly between you and your customer, subject to your own store policy and applicable consumer protection law.
Sales recorded at a Terminal form part of your transaction records under these Terms and are retained in accordance with our Privacy Policy.
By using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.
If you do not agree, you must not use the Platform.
Paylo Terms of Service — Greyline Innovations Limited. Version 2.6, September 28, 2026.