REFUELEX – VENDOR SERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENT (SLA)
Between Refuelex (“Refuelex”)
and
Fuel Station / Vendor (“Partner”)
- Definitions
Platform: Refuelex mobile and web applications.
Order: A fuel purchase request made by a customer through Refuelex.
Vendor: Any fuel station, distributor, or authorized seller onboarded on Refuelex.
Courier/Driver: A logistics agent assigned by Refuelex or the Vendor.
Service Levels: Minimum operational standards defined herein.
- Scope of Agreement
This SLA governs the performance, availability, accuracy, safety, and response standards required of Vendors operating on the Refuelex platform.
- Order Acceptance Obligations
Vendor shall accept incoming orders within two (2) minutes of notification.
Failure to accept within this timeframe may result in automatic order cancellation.
Minimum Standard:
Order acceptance rate shall not fall below 95%.
- Fuel Availability & Pricing Accuracy
Vendor warrants that all listed fuel products are available, accurately priced, and compliant.
Vendor shall immediately update inventory and pricing when changes occur.
Breach:
Supplying unavailable or incorrectly priced fuel constitutes a material breach.
- Dispensing & Fulfillment Timelines
Pickup & Delivery Order Verification Process
Pickup Orders
- Customer arrives at the station and presents a unique order code
- Vendor verifies the code on the Refuelex app
- Fuel is dispensed only after successful verification
Delivery Orders
Delivery driver is dispatched immediately after order confirmation
Driver must proceed to customer location without delays
Upon delivery, the driver must:
- Enter the customer’s unique order code
- Upload photo proof of delivery
Orders completed without code verification or photo proof are considered invalid.
- Order Accuracy & Quality Assurance
Vendor is responsible for:
Correct fuel type
Accurate volume
Safe, clean, and compliant dispensing
Any error resulting in customer loss shall be Vendor-attributable.
- Refunds & Disputes
Automatic refunds for undispensed fuel shall be processed immediately.
- Cancellations
Vendor shall not cancel orders after acceptance except for verified emergencies.
Cancellation rate shall remain below 3%.
- Operating Hours
Vendor shall:
Maintain accurate operating hours
Avoid frequent manual closures
Notify Refuelex of scheduled downtime
- Compliance & Safety
Vendor must:
Hold valid licenses from NMDPRA or relevant authorities
Comply with all Nigerian fuel safety regulations
Safety violations may result in immediate suspension.
- Performance Monitoring & Enforcement
Refuelex may apply progressive enforcement, including:
Reduced visibility
Order throttling
Temporary suspension
Contract review or termination
Refuelex does not guarantee order volume.
- Liability & Indemnification
Station Owner indemnifies Refuelex against claims related to:
- Fuel quality
- Pricing disputes
- Station operations
- Regulatory violations
- Term & Termination
This SLA remains effective while Vendor is active on the platform.
Refuelex reserves the right to terminate for repeated or severe breaches.
- Governing Law
This Agreement shall be governed by the laws of the Federal Republic of Nigeria.