Terms & Conditions

1. Who We Are

CAFLES Limited is a multi-division food and commerce company incorporated under Nigerian law, operating from Irrua, Edo State, Nigeria. Our platform at cafles.com enables customers to order food, pastries, and provisions from our brands — Peniel, Nine-17, and CAFLES Store — and manage their account, wallet, and loyalty benefits through CAFLES Advantage.

By accessing cafles.com, creating an account, placing an order, or using any feature of our platform, you agree to be bound by these Terms and Conditions in their entirety. If you do not agree, you must not use our platform.

2. Eligibility

Our platform is open to anyone with the ability to place and pay for an order. There is no minimum age requirement imposed by CAFLES Limited beyond what is required by your payment provider. By placing an order, you represent that you have the legal capacity and authority to enter into a binding agreement and to use your chosen payment method.

Delivery is currently available within Ekpoma, Uromi, and Irrua in Edo State, Nigeria only. Orders placed from outside these areas will not be fulfilled and will be refunded to your CAFLES Pay wallet. CAFLES Limited reserves the right to expand, modify, or restrict delivery areas at any time without prior notice.

3. Orders and Payment

All orders placed through cafles.com are subject to availability and confirmation. Placing an order constitutes an offer to purchase. A binding contract is formed when your payment is successfully processed and you receive an order confirmation.

All prices are displayed in Nigerian Naira (₦) and are inclusive of any applicable charges at the time of display. Delivery fees vary by loyalty tier and delivery location and are displayed clearly at checkout before payment is completed.

Payments are processed securely through Paystack, a licensed payment service provider. CAFLES Limited does not store, access, or retain your card details at any point. Card data is handled entirely by Paystack in accordance with PCI DSS standards. By paying by card, you agree to Paystack's terms of service in addition to ours.

You may also pay using your CAFLES Pay wallet balance. Wallet funds are applied at checkout and the remaining balance, if any, is charged to your card or paid in full from the wallet.

4. Cancellations and Refunds

Once an order is placed and payment is confirmed, it cannot be cancelled. Our kitchen begins preparation immediately upon confirmation to ensure timely delivery. We are therefore unable to process cancellation requests under any circumstances after payment is received.

If an issue arises with your order — including but not limited to non-delivery, significant deviation from what was ordered, or damage caused during delivery that is attributable to CAFLES Limited — you may raise a dispute by contacting us at support@cafles.com. All disputes are reviewed individually.

Where CAFLES Limited determines that a valid issue exists and that the fault lies with us, a refund will be issued exclusively to your CAFLES Pay wallet. Refunds are not issued to cards, bank accounts, or any payment method other than the CAFLES Pay wallet, regardless of the original payment method used.

Refunds to the wallet are typically processed within 24 hours of a dispute being resolved in your favour. The wallet credit can be used on any future order.

CAFLES Limited reserves the right to decline a dispute where investigation indicates the issue did not originate from our end, where there is reasonable evidence of misuse or fraudulent reporting, or where the claim is submitted more than 48 hours after the original order was placed.

5. CAFLES Pay Wallet

CAFLES Pay is a closed-loop digital wallet available to registered account holders. You may fund your wallet at any time using a debit or credit card through our platform. The minimum top-up amount is ₦3,000.

Wallet funds are non-refundable. Once money is added to your CAFLES Pay wallet, it cannot be withdrawn, transferred to a bank account, or returned to your card under any circumstances, including account closure. Wallet funds can only be used to pay for orders on cafles.com.

Top-up transactions count toward your CAFLES Advantage loyalty tier at a rate of 50% of the funded amount. This means ₦10,000 topped up counts as ₦5,000 toward your cumulative tier spend.

CAFLES Limited reserves the right to suspend or terminate wallet access if there is reasonable suspicion of fraudulent activity, abuse of the refund or dispute process, or violation of these terms. In such cases, the wallet balance may be forfeited without liability to CAFLES Limited.

6. CAFLES Advantage Loyalty Programme

CAFLES Advantage is our loyalty programme. Points are earned at a rate of 1 point per ₦100 spent on eligible orders. Points have a monetary value of ₦1 each and can be converted to wallet credit through your account dashboard. The minimum conversion is 100 points.

Loyalty tiers — Classic, Silver, Premier, Sapphire, Signature, and Strawberry — unlock progressively lower delivery fees and access to exclusive products. Tier advancement is based on cumulative spend and is calculated automatically by the platform.

Points and tier status have no cash value and cannot be transferred, sold, or inherited. They are non-refundable and non-exchangeable for cash under any circumstances.

CAFLES Limited reserves the right to modify, suspend, or terminate the CAFLES Advantage programme, including point values, tier thresholds, and associated benefits, at any time. Where material changes are made, we will make reasonable efforts to notify active users. Continued use of the platform after such changes constitutes acceptance.

7. Delivery

CAFLES Limited operates its own delivery service. Estimated delivery times are provided as guidance only and are not guaranteed. Factors outside our control — including traffic, weather, high order volumes, or operational disruptions — may affect delivery times.

Delivery is made to the address provided at checkout. You are responsible for providing an accurate and accessible delivery address. CAFLES Limited is not liable for non-delivery or delayed delivery caused by an incorrect or inaccessible address provided by the customer.

A contact number is required at checkout for the delivery rider. If the rider is unable to reach you at the provided number and cannot complete delivery, the order may be marked as attempted and no refund will be issued.

Delivery hours are 8:00 AM to 6:30 PM daily. Orders placed outside these hours will be queued for the next available delivery window. Some products may have specific availability windows displayed on their product page.

8. Product Information and Allergens

CAFLES Limited takes care to accurately describe our products on the platform. However, product availability, ingredients, and pricing may change without notice. Images are for illustration purposes only and may not exactly represent the finished product.

Our products are produced in a kitchen environment that handles common allergens including but not limited to gluten, sesame seeds, dairy, and eggs. Peniel bread products contain turmeric and calcium propionate. If you have a known allergy or dietary restriction, you are responsible for reviewing ingredient information before ordering. CAFLES Limited is not liable for allergic reactions arising from failure to disclose a known allergy prior to ordering.

If you require specific allergen information not visible on the platform, contact us at support@cafles.com before placing your order.

9. Accounts and Security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. CAFLES Limited will not be liable for any loss or damage resulting from unauthorised access to your account where you have failed to keep your credentials secure.

If you suspect unauthorised access to your account, contact us immediately at support@cafles.com. We will take reasonable steps to secure your account pending investigation.

CAFLES Limited reserves the right to suspend or permanently terminate any account that violates these terms, engages in fraudulent activity, abuses the dispute process, or attempts to manipulate the loyalty programme. Account termination does not entitle you to a refund of your wallet balance.

10. Intellectual Property

All content on cafles.com — including but not limited to the CAFLES name and wordmark, Peniel, Nine-17, CAFLES Store, CAFLES Advantage, CAFLES Pay, all brand identities, product photography, website design, written content, and software — is the intellectual property of CAFLES Limited and is protected under applicable Nigerian and international intellectual property law.

You may not reproduce, distribute, adapt, publicly display, or create derivative works from any content on this platform without prior written consent from CAFLES Limited. Unauthorised use of our brand or content may result in legal action.

11. Limitation of Liability

To the fullest extent permitted by Nigerian law, CAFLES Limited's total liability to you in connection with any claim arising from use of our platform or services shall not exceed the value of the order to which the claim directly relates.

CAFLES Limited is not liable for any indirect, incidental, consequential, or punitive damages arising from your use of the platform, including but not limited to loss of data, loss of business, or personal injury not directly caused by our negligence.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under Nigerian law.

12. Changes to These Terms

CAFLES Limited reserves the right to update or modify these Terms and Conditions at any time. The updated terms will be posted at cafles.com/terms with a revised effective date. Where changes are material, we will make reasonable efforts to notify users via the platform or by email.

Your continued use of the platform after changes are posted constitutes your acceptance of the revised terms. If you do not agree to the updated terms, you must stop using the platform.

13. Governing Law and Disputes

These Terms and Conditions are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute arising from or in connection with these terms or your use of our platform shall be subject to the exclusive jurisdiction of the courts of Edo State, Nigeria.

Before initiating formal legal proceedings, both parties agree to make a genuine effort to resolve any dispute amicably through direct communication. You may reach us at support@cafles.com.

14. Contact

For any questions about these terms, to raise a dispute, or to contact CAFLES Limited for any reason, reach us at: