Package protection.
Every shipment is covered, free. Here is what we take responsibility for, what we don’t, and exactly how a lost, damaged or wrong-delivery claim is raised, investigated and decided.
This is a working draft, written to describe what the service actually does, and it has not yet been reviewed by a lawyer. It is published so it can be checked — not because it is final. Nothing here overrides what we agree with you in writing. Queries to hello@waybridge.com.ng.
[01]What this is
Every shipment on Waybridge is covered by this standard protection, at no extra charge. It sets out what we take responsibility for while your item is in our care, and exactly how to raise and track a claim if something goes wrong.
It is not an insurance product. It is our own commitment for items we are handling, backed by the records we keep at every step — the stage timeline, the handover log, the delivery code and the proof-of-delivery photo.
[02]What is covered
While an item is in our care, we take responsibility if:
- It is lost
- The item cannot be located after it was handed to us or our verified traveller, and our records cannot account for it.
- It is damaged
- The item is damaged by our handling between the point we received it and delivery.
- It is delivered wrong
- The wrong item is delivered, or it is delivered to the wrong person against our delivery-code and proof-of-delivery records.
[03]What is not covered
So the protection means something, it has clear edges:
- Undeclared or under-declared value
- Cover is based on the value you declared for the item. If it was not declared, or declared too low, that is the ceiling.
- Prohibited items
- Anything on our prohibited-items list is never covered, and should never have been sent.
- Poor packaging you supplied
- Where you packaged the item and the damage is due to that packaging, not our handling.
- Delay alone
- A late delivery, and any knock-on cost of it, is not a loss of the item.
- Events outside our control
- Acts of customs authorities, airlines or vessels, and genuine force majeure.
- Indirect loss
- Lost profit, a missed occasion, or other consequential losses.
[04]Your part
A claim is only as strong as the record behind it, so:
- Declare the value accurately
- It sets what the item is protected for.
- Bring it for inspection where required
- Traveller-carried items must be handed over unsealed and inspected — this is what lets us stand behind them.
- Report promptly
- Raise a claim within 7 days of delivery (or of the expected delivery, if it never arrived), with photos where you have them.
[05]How to raise a claim
Open your shipment’s tracking page and use “Report a problem” under Package protection. Tell us what went wrong, and attach photos as evidence — for damage, photos of the item and its packaging help most.
You can raise a claim yourself from the tracking link; no account is needed. Once raised, its status shows on that same page.
[06]How we investigate
A person reviews every claim against the records that shipment generated: the stage timeline, who handed it over and when, the delivery code that was verified at the door, the proof-of-delivery photo, and — for traveller-carried items — the inspection record and the carrier’s own report.
For a crowdshipped item, the traveller’s reward stays held in escrow and is not paid out while a claim on that shipment is open.
[07]How a claim is decided
We tell you the outcome on your tracking page and by message, with the reason. Where we are responsible, compensation is assessed per claim up to the declared value of the item. Where the records show the item was delivered correctly, or the claim falls under what is not covered, we explain why.
We would always rather resolve a genuine problem than win an argument about it.
[08]Talk to us
If anything here is unclear, or you are not satisfied with a decision, reply in your shipment’s message thread or write to hello@waybridge.com.ng. A claim decision can be reviewed if you have something new to show us.