Customer Service Agreement

1. Accepting these terms

You accept these terms when you subscribe to a Dortigo plan — on WhatsApp, on our website, through one of our agents, or by signing a service form. Your subscription starts on the date of your first collection.

2. Our plans

Dortigo Home (households, compounds, apartments and estates), Dortigo Business (shops, offices, restaurants, guest houses, hotels, schools), Dortigo Clean (one-off and recurring cleanups) and Dortigo Industrial (factories, construction sites, warehouses). The plan you chose, its collection frequency and its bag or volume allowance are set out in our current price list, which forms part of these terms. Plans run month to month and renew automatically until cancelled.

3. Your collection day

• We collect on the day or days included in your plan. We confirm your zone, day and time window on WhatsApp when you sign up.
• Please have your waste bagged, tied and kept within our collectors’ reach on your collection day. If we are to change your collection day, we shall give you at least 48 hours’ notice on WhatsApp.
• If a public holiday, severe weather, flooding or a blocked road prevents collection, we collect on the next working day and tell you.

4. What we collect — and what we do not

We collect ordinary household and commercial waste, in trash bags or in the container we provide, up to the allowance in your plan. Waste above your allowance is charged extra, or we can move you to a larger plan.

We do not collect: medical, clinical or sharps waste; hazardous, toxic, chemical, flammable or explosive materials; liquid waste, faecal matter or septic waste; dead animals; construction rubble, sand or demolition debris (available separately under Dortigo Clean or Industrial). We may refuse any load we reasonably believe contains these items, and we will tell you why.

5. Fees and payment

• Your monthly fee is payable in advance, on the same date each month as your start date.
• We accept MTN Mobile Money and Orange Money, and cash where we have agreed it. We send a receipt on WhatsApp for every payment, or we issue a physical receipt if cash payment was made.
• If payment is more than 7 days late, we may suspend collections until your account is settled.
• If ever we are to change our prices, we shall give you a 30-day notice. If you do not accept the new price, you may cancel before it takes effect.

6. Discounts and coupon codes

Promo codes issued by Dortigo or by an approved Dortigo affiliate apply to your first monthly fee only. One code per customer. Codes cannot be combined with another offer, have no cash value, and may be withdrawn at any time. If a code is used dishonestly — including using your own or a household member’s affiliate code — we may cancel the discount and recover the amount from your account.

7. Missed collections

If we miss a collection, tell us on WhatsApp within 24 hours. Where the fault is ours, we return within 48 hours at no extra charge. Where we could not collect because the waste was not out, you were not home at the time of collection, or access was not possible, it counts as a completed collection, and we will only come around on the next scheduled collection.

8. Cancelling and suspension

• You may cancel at any time on WhatsApp, by email or in writing. Collections stop as soon as we process your cancellation; we do not refund any part of a month already paid for.
• We may suspend or end your service for non-payment, for repeatedly presenting waste we do not collect, or for abuse of or danger to our crew. We give notice where we reasonably can, and act immediately where safety requires it.

9. Bins and equipment

Any bin, container or equipment we supply stays the property of Dortigo. It is for use at your service address only, and must be returned on request or when your service ends. Loss or damage beyond fair wear and tear is charged at replacement cost.

10. Our responsibility to you

We collect and handle your waste with reasonable care and skill. Once waste is collected, it becomes our property, and we dispose of or recover it lawfully. Please check your bags before putting them out: we are not responsible for money, documents, jewellery or other valuables thrown away by mistake, and we cannot return them once collected. We are not liable for indirect or consequential loss, including lost business or profit. Our total liability to you in any month is limited to the fees you paid for that month. Nothing in these terms excludes any liability that Cameroonian law does not permit us to exclude.

11. Your information

We hold your name, telephone number, address or GPS location and payment history in order to run your service, prove collections and meet our legal obligations. Our crew may photograph the collection point to confirm a pickup. We do not sell your information. You may ask us to correct it at any time. Our Privacy Policy explains this in full.

12. Changes to these terms

We may update these terms by giving you 30 days’ notice on WhatsApp, by email or on our website. If you keep using the service after that, you accept the updated terms.

13. Law and disputes

These terms are governed by the law of the Republic of Cameroon. If something goes wrong, please speak to us first — we will try to settle any dispute amicably within 30 days. If we cannot, the matter goes to the competent courts of Limbe.