FAQ

TheSurePlug is a marketplace for ordering food and everyday essentials from local merchants, sending packages across town, and booking passenger rides. Payments are secure, and you can track jobs live.

TheSurePlug currently operates in Nigeria. Payments are in NGN via Paystack (wallet or card).

Download the Customer app, enter your phone number, verify with OTP (or sign in with password if you already registered), and complete your profile. You can also shop on thesureplug.com.

Yes. Use Send a package in the Customer app or on thesureplug.com/package. Set pickup and drop-off, add receiver details, pay by card or wallet, and track the courier.

Yes. In the Customer app, open Book a ride (or the Rides tab), set pickup and drop-off, choose car or bike, review driver offers, pay, and track your trip. Merchants can also book rides from the Business app.

You can pay with your TheSurePlug wallet or by card through our payment partner (Paystack). Wallet top-ups and charges for orders, packages, and rides appear in your transaction history.

Yes. After checkout, open the order, package, or ride to see status updates and live tracking where available.

Contact support from the order screen or email support@thesureplug.com with your order ID and details. We will coordinate with the merchant and Move partner as needed.

Eligible refunds are processed after review. Funds may return to your wallet or original payment method depending on how you paid and the outcome of the case.

Location helps fill addresses, show nearby shops, match Move partners, and support navigation for food, packages, and rides. You can deny permission and enter addresses manually, but nearby discovery may be limited.

Visit thesureplug.com/delete-account or use Account → Delete account in the app, then follow the verification steps. Deletion is permanent.

Use the Business app or SurePlug Move app and complete onboarding, including KYB/KYC where required. Email support@thesureplug.com if you need help getting started.