Frequently Asked Questions
For Drivers
- How do I register as a Driver on Refuel?
Visit refuel.com.ng and navigate to the Refuel Driver sign-up page, provide your full name, valid driver's license, vehicle details, vehicle registration number, proof of insurance, a clear profile photo, and bank details for payouts. The onboarding process may include identity verification and a short background check.
- How do I receive and accept delivery jobs?
After approval, you'll receive job notifications in the web app. Tap a job to view details (pickup location, drop-off, estimated fare) and accept or decline within the time window.
- How are Drivers paid and how often?
Drivers are paid per completed delivery or trip. Payout frequency (daily/weekly) depends on the settings in your account and Refuel's payout schedule. All payments will be subject to applicable fees and any chargebacks.
- What are my responsibilities as a Driver?
Maintain valid documents (license, registration, insurance), follow traffic laws, provide safe handling of fuel containers, arrive on time, and communicate with customers via the app when needed.
- What if a customer damages my vehicle or doesn't pay?
Report incidents immediately through the Driver app or support. Refuel will review disputes, and may provide insurance assistance or withhold platform payouts pending investigation as per the Terms & Conditions.
For Vendors
- How do I become a Vendor on Refuel?
Sign up via the Vendor portal, provide company/owner details, station license, NMDPRA registration (if applicable), tax identification, bank details for settlements, and contact information. Refuel will verify documents before activation.
- What services can Vendors offer on Refuel?
Vendors can list fuel products (PMS, AGO, DPK, CNG where supported), set availability, accept orders for pickup or delivery.
- How and when are Vendors settled?
Vendor settlements occur per the agreed settlement cycle (e.g., T+1 or weekly) and are subject to transaction fees and reconciliations. Refuel follows payment-provider rules and applicable CBN settlement guidelines.
- Are there quality or compliance requirements for Vendors?
Yes. Vendors must comply with all applicable laws and NMDPRA rules, keep required permits current, and ensure fuel quality standards at point of sale. Refuel may suspend or delist Vendors who fail compliance checks.
- How do disputes with customers get resolved?
Customers or Drivers can raise disputes via the app. Refuel will mediate and may request evidence from Vendors (receipts, logs). Resolution may include refunds, replacements, or penalties per the Terms & Conditions.
For Customers
- How do I place an order on Refuel?
Create an account, add delivery address, choose a Vendor or 'Refuel Delivery', pick the fuel product and quantity, select payment method (card, mobile money, or wallet), then confirm the order. You will receive live updates until delivery or pickup.
- What payment methods does Refuel accept?
Refuel integrates multiple payment options through licensed payment providers and gateways. Accepted methods may include cards, bank transfers, mobile money, and in-app wallet. All card transactions use secure payment processors compliant with industry standards.
- What happens if my fuel order is late or incorrect?
Report issues via the app within the time window. Refuel will investigate and may offer a refund, repeat delivery, or a credit depending on findings.
- Are there limits on quantities I can order?
For safety and regulatory reasons, there may be order limits for certain fuel types and for delivery (local laws may restrict transport of large volumes). The app will enforce these limits where applicable.
- How do I update my account or request refunds?
Manage your account settings in the app. For refunds or billing disputes, use the 'Help' or 'Support' section; provide order details and supporting evidence. Refuel aims to respond within stated SLA in the Support section.