1. Who operates this service
Doorstep is operated by DoorstepJourney, business registration number BN488132019, with registered-office GhanaPost GPS address GQ-372-4998. Doorstep and Instant Delivery are the platform names. Contact support@instantdelivery.delivery for support, legal and privacy enquiries.
Doorstep is the Instant Delivery platform for customers, riders, drivers, courier partners and local businesses in Ghana. This notice covers the Customer and Rider apps, instantdelivery.delivery, admin.instantdelivery.delivery, partners.instantdelivery.delivery, business.instantdelivery.delivery and the email-link account service at accounts.instantdelivery.delivery. Use Help & support in the apps or support@instantdelivery.delivery for assistance. Send legal notices to that email with the subject “Legal notice”; use GhanaPost GPS GQ-372-4998 for the registered office and contact support to arrange delivery of a paper notice.
We offer the service categories currently displayed as available in your location. These may include car passenger transport, licensed motorcycle passenger transport known as Okada, parcel or merchant delivery, warehouse assisted parcel movement and cargo truck transport. A displayed product category does not mean every route, vehicle or cargo type is available or authorised. The booking identifies the supplier and relevant service conditions before you commit.
2. Our unwavering customer commitments
Honesty and transparency are binding standards for how we deal with customers. We will describe our role, service capabilities, material restrictions, prices and insurance arrangements truthfully. We will not knowingly conceal a material charge, fabricate driver availability, misrepresent a delivery as completed, advertise insurance that does not apply, or suppress a genuine safety complaint to protect our reputation.
We will distinguish estimates from guaranteed commitments. We will explain foreseeable price adjustments before booking, provide a receipt, and give an intelligible explanation for a disputed charge. We will correct billing errors and materially inaccurate information when verified. Optional tips, promotions, marketing preferences and insurance products will be identified as optional and will not be selected through misleading interface design.
We will treat customers, recipients, drivers and riders with dignity. Bribery, extortion, harassment, discriminatory abuse, theft, retaliation against a good faith complainant and requests for undisclosed payments are prohibited. Access restrictions based on lawful vehicle capacity, safety, service suitability or operational limitations must have an objective justification. We will make reasonable efforts to assist customers with accessibility needs and clearly describe available assistance without inventing capabilities.
We will handle entrusted goods with reasonable care, maintain appropriate custody records and investigate reported loss or damage fairly. We will not knowingly mislabel an uninsured item as insured or use a signature, photograph or one time code as conclusive proof when credible evidence shows a delivery error.
We will collect personal information for identified purposes and give meaningful choices for optional uses. We will not sell personal data, including identifiable movement history, or permit partners to use delivery contact details for their own unsolicited marketing. We will explain how to raise a privacy concern and will not require a customer to surrender a statutory privacy right to obtain an ordinary refund.
We will provide a documented complaint route, give reasons for material decisions where lawful, and permit an internal review. A refund or statutory remedy will not be conditioned on removing a truthful review, signing an unrelated confidentiality agreement or withdrawing a good faith regulator complaint. We will communicate significant service failures and correct verified mistakes without disguising them as customer fault.
3. What these commitments mean legally
These commitments form part of the Customer Terms where they concern a booked service or the platform we provide. They require truthful conduct and reasonable care; they do not promise that every service will be uninterrupted, incident free or error free. The responsibility, remedies and lawful limitations in the Terms apply, subject always to rights that cannot lawfully be excluded. No general disclaimer overrides an express commitment or authorises fraud, deliberate wrongdoing or concealment.
4. Licences and insurance disclosures
Ask support@instantdelivery.delivery for the legal operator, registration, applicable licence holder and verified coverage information for a proposed service. A service icon, submitted document or pending application is not proof of regulatory approval or insurance. We do not claim a particular licence, registration number, insurer, policy limit or regulatory endorsement without verified evidence. Required authorisations must be in place before the relevant service is performed.
Motor third party insurance, passenger liability cover, carrier liability cover and goods in transit insurance serve different purposes. An insured vehicle does not automatically mean your parcel, cargo value or every passenger loss is covered. Before an optional insurance purchase, we will provide the insurer, intermediary where applicable, policy terms, premium, limit, deductible, principal exclusions and claims route. Any insurance distribution will be undertaken only through an arrangement lawfully authorised for that activity.
5. Intellectual property and permitted access
Our brand, software, design and company authored materials belong to us or our licensors. You may use them to access the service and retain your own booking records. Other copying, resale, unauthorised brand use, system interference or extraction of another person's information is prohibited, subject to applicable legal exceptions. This notice does not claim ownership of your personal data or your original submissions.
6. External information and emergency limitations
Third party sites, maps, payment services and links have their own operators and terms. We remain responsible for our own selection, integration and representations where the law requires. Map or traffic information may be incomplete. Drivers must obey road signs and lawful instructions even where navigation suggests otherwise. Our service is not an ambulance, emergency response agency or guarantee of police intervention. For an immediate threat contact Ghana's appropriate emergency service, then inform us when safe.
7. Concerns and enforcement
Report unethical conduct through Help & support in the app or support@instantdelivery.delivery. Provide the booking number and available evidence, but do not endanger yourself to obtain it. We may preserve records, restrict access, notify an insurer or report suspected crime where justified and lawful. Good faith complaints are protected from retaliation; knowingly false allegations, fabricated documents and extortion are prohibited. A mistaken good faith report is not treated as fraud merely because it cannot be substantiated.
8. Related documents
Customer Terms: https://instantdelivery.delivery/terms/. Privacy and Cookie Notice: https://instantdelivery.delivery/privacy/. Provider terms: https://instantdelivery.delivery/legal/providers/. Cargo and warehouse conditions: https://instantdelivery.delivery/legal/cargo/. Provider onboarding and cargo-specific agreements remain separate from ordinary customer acceptance.