Service Terms

1. Confirm your service arrangements

DortiGo Eco Services provides waste collection, cleaning, sanitation, and site assessments in Bo, Sierra Leone. Availability depends on the location and arrangements agreed with our team.

Before paying for a new service, confirm that your address can be served and ask about the collection day, access arrangements, and the type and quantity of waste covered. A website enquiry or appointment request is a request for review; it is not confirmation of a scheduled visit.

2. The Home plan

Your account and payment receipt show the recorded subscription period. For a confirmed online Home payment, an unexpired subscription is extended from its existing expiry date. Otherwise, the new period starts from the confirmed payment time. End-of-month dates are adjusted to the last valid day of the following month where necessary.

Automatic renewal of the service period happens after a payment is confirmed and matched to your subscription. It does not authorise automatic withdrawals from your mobile-money account; each new payment requires your authorisation.

If a payment or subscription record needs review, our team may need to resolve it before the service period can be applied. Contact us with your transaction reference rather than making another payment immediately.

3. Business, institution, and other services

Small Business and Institutions pricing is negotiable. Cleaning, sanitation, site assessments, and other arrangements are confirmed with the team according to the work required. The NLe 50 household price does not establish the price for these services.

Confirm the scope, price, collection or visit arrangements, and any special handling needs before paying.

4. Getting ready for collection

Keep your service address and contact details accurate, place waste in a secure receptacle, and arrange safe access to the agreed collection point.

Tell our team in advance about sharps, clinical waste, chemicals, hot materials, bulky items, or unusually large quantities so that handling and any separate service can be confirmed. Do not leave dangerous materials loose in ordinary household waste.

If a collection is missed, delayed, or prevented by an access problem, report the date, address, and details through a support ticket or our contact channels. The team can review the collection record and confirm the next arrangement with you.

5. Payments, cancellations, and refunds

Paying online or by USSD

Sign in to your own customer account and use the Home payment option. Keep the account, invoice, and transaction references linked to your payment. Payment is confirmed using the provider's payment status, rather than a screenshot or return to the website alone.

Where offered, generate a customer-specific USSD code while online and save it before going offline. Use that code before its expiry and follow the payment network's instructions. Creating a code is not itself a completed payment.

For cash or another assisted payment arrangement, use an authorised DortiGo team member and ask for confirmation that the payment has been recorded against the correct customer and subscription.

Receipts and payment questions

A confirmed online Home payment generates an email receipt with the subscription period and a short thank-you message. Check your receipt email and spam folder. If the receipt or renewal is missing, contact us with the transaction reference and payment date.

Do not repeat an uncertain payment until its status has been checked. A failed or cancelled payment does not establish a paid subscription period.

Excess-payment refund requests

Sign in to your customer portal and choose the excess-payment refund option. Provide the reason, excess amount, transaction date, and supporting receipt. The team checks the request against the relevant records. You can follow its status in your account, with email updates as the request progresses.

Submitting a request does not automatically approve or transfer a refund. A request may be pending, approved, refunded, or cancelled following review. If anything is unclear, contact the team using your request reference.

Cancellations and other disputes

For a cancellation, duplicate payment, missed-service concern, or other payment dispute, contact us and describe what happened. The team will review the service and payment records and confirm the proposed resolution with you. The excess-payment form does not by itself cancel a subscription.

Nothing on this page is intended to remove a customer right that applies under law.

6. Your account and communications

Use accurate account information and an email address you can access. Keep your password and verification codes private. Customer and staff portals are configured to sign out after three minutes of inactivity; sign out yourself when using a shared device.

Service messages may include account verification, payment receipts, appointment decisions, subscription updates, and support-ticket progress. Keep your contact details current and contact us if an expected message does not arrive.

Our Privacy Policy explains the information involved in providing these services.

7. Contact and updates

Contact us if you need clarification before subscribing or want help with an existing service.

Updates will be published on this page with a revised date. For an existing paid service, contact us if a published change appears to differ from the arrangements confirmed for your subscription.