Terms of use

Effective 31 October 2026. Please read these terms carefully. They form a binding agreement between you and Multistream TM Limited for use of the Multistream Support Portal. This version states the duty to make only true requests, and the Company’s right to restrict an account that violates these terms. By creating an account, signing in, or submitting a request, you agree to these terms and to the Privacy Notice.

1. Definitions

1.1 “Company” means Multistream TM Limited.

1.2 “Portal” means the support portal made available by the Company, including the pages, messages, and related facilities through which a request may be submitted and handled.

1.3 “Account” means the credentials and profile by which a person is identified on the portal.

1.4 “Request” means a communication submitted through the portal seeking assistance in relation to a Multistream service.

1.5 “User” or “you” means the person who accesses the portal. Where an account is used, “you” includes the person the Company is entitled to treat as responsible for that account.

1.6 “Content” means text, files, and other material submitted through the portal.

2. The agreement

2.1 These terms govern access to and use of the portal. They apply in addition to any product terms that govern the underlying Multistream service. If those product terms conflict with these terms on a matter that concerns only the portal, these terms prevail on that matter. They do not vary a right you have under a statute that cannot be varied by contract.

2.2 If you do not agree, you must not use the portal.

2.3 The Company may amend these terms by publishing a new version on the portal. The effective date will change. Continued use after that date is acceptance of the amended terms, except where the law requires a different form of notice.

3. The service

3.1 The portal is a channel through which a request may be raised and followed. It is not a bank, a payment system, or a guarantee that any balance, record, or entitlement will be altered.

3.2 Submission of a request does not, by itself, complete the outcome you seek. The request remains subject to review, to the information provided, and to the rules of the underlying service.

3.3 The Company may refuse, close, or reclassify a request that is incomplete, duplicated, outside the proper subject of the portal, or not made in accordance with these terms.

3.4 The Company does not undertake that the portal will be uninterrupted, error-free, or fit for a purpose that has not been stated in these terms.

4. Eligibility and authority

4.1 You must be at least eighteen (18) years of age, and you must have the authority to submit the information you provide.

4.2 If you submit a request that names or concerns another person, you represent that you are entitled to do so and that the information is accurate to the best of your knowledge.

5. Accounts

5.1 An account is personal. You must not permit another person to use it, and you must not use an account that belongs to someone else unless the Company has expressly authorised that use.

5.2 You must keep access credentials confidential and must notify the Company promptly if you believe they have been compromised. The Company may suspend access while that report is considered.

5.3 You are responsible for activity carried out through your account until you have notified the Company of a compromise and the Company has had a reasonable opportunity to act.

5.4 The Company may require you to replace credentials, and may decline to restore access where it cannot confirm that the request comes from the account holder.

6. Requests

6.1 You must select the subject that matches the matter, and you must provide information that is true, complete to the extent required, and relevant.

6.2 You must not place in a request any secret that the request does not require, including a password, a personal identification number, a one-time code, or a complete payment-card number.

6.3 A document you upload must be a genuine document that relates to the request and that you are entitled to provide. You must not upload a file in order to interfere with the portal.

6.4 Information that identifies a particular transaction must not be presented in a way that misrepresents that transaction, including by presenting the same matter as if it were a new one.

6.5 Where the portal states a period within which you must respond to a question or a request for further information, you must respond within that period. If you do not, the Company may close the request. Closure does not by itself decide the underlying matter in your favour or against you.

6.6 You must not state as fact anything that is untrue. That includes a claim that a payment, credit, balance, refund, or other entitlement was missing, refused, delayed, or unpaid when it had in fact been paid or applied, and a claim that a service was not carried out when it had been carried out.

6.7 Before you submit a request, you must take reasonable care to check whether the matter has already been completed. A delay before a record appears in a search, a statement, or another display does not make a completed payment or a completed service incomplete, and it does not turn an untrue claim into a true one.

6.8 You must not open more than one request about the same matter. You must not keep a request open, or open a further request, after you know, or ought reasonably to know, that the matter has already been completed.

6.9 A request that is untrue, or that is made when there is no genuine unresolved matter, is a misuse of the portal. It takes the time of the people who handle requests and wastes the Company’s resources. Where you know a statement is untrue, or you continue with it without the care required by clause 6.7, the Company may treat that use as fraudulent.

7. A request concerning another customer

7.1 Where the portal permits a request to be raised in relation to another customer, you may do so only in respect of a genuine account and only if that customer has not withdrawn permission for you to do so.

7.2 The customer concerned may be shown the request and may tell the Company that it was not authorised. The Company may close the request on that basis and may prevent you from raising further requests of that kind for that customer.

7.3 The Company may refuse a request raised for a customer whose account is restricted under clause 13. If you try to raise that request, you will be told that the customer has been blocked from raising a support request because these terms have been violated.

8. Acceptable use

8.1 You must not:

• use the portal in breach of law, or to infringe the rights of any person;
• impersonate any person, or misrepresent your authority;
• submit content that is unlawful, deceptive, or that you are not entitled to submit;
• attempt to obtain information about another customer except through a facility the portal expressly provides;
• probe, scan, overload, or interfere with the portal or with any system that supports it;
• circumvent a control that governs access, volume, or eligibility;
• introduce any code, file, or material intended to impair a system;
• use any automated means to extract data from the portal, except where the Company has provided an interface for that purpose and you use it within its stated limits;
• use the portal to send unsolicited communications;
• state as fact something you know is untrue, or something you have not taken reasonable care to check;
• use the portal so as to waste the Company’s resources, including by raising one or more requests that have no genuine unresolved basis.

8.2 The Company may investigate a suspected breach and may preserve records to the extent the law permits. The Company is not obliged to describe the means by which a breach was identified.

9. Content

9.1 You retain such rights as you hold in content you submit. You grant the Company a non-exclusive licence to host, reproduce, and use that content for the purpose of operating the portal, handling the request, and meeting a legal duty.

9.2 The Company may remove content that breaches these terms or that it reasonably considers harmful to the portal or to another person.

10. Intellectual property

10.1 The portal, its design, and its text, other than content you submit, are owned by the Company or its licensors. You receive a limited, revocable, non-transferable right to use the portal in accordance with these terms.

10.2 You must not copy, modify, or create derivative works from the portal except as the law allows for ordinary use of a website, and you must not remove any proprietary notice.

11. Privacy

11.1 Personal information is handled as described in the Privacy Notice, which is incorporated into these terms. Nothing in these terms reduces a right you have under the Nigeria Data Protection Act 2023 that cannot be reduced by agreement.

12. Availability

12.1 The Company may change, suspend, or withdraw the portal, or any part of it, for maintenance, security, or operational reasons, with or without notice.

12.2 The Company is not liable for a failure or delay caused by a matter beyond its reasonable control, including a failure of a network, a hosting provider, or a communications provider.

13. Suspension and closure

13.1 The Company may suspend or close an account, or refuse a request, if it reasonably believes that these terms have been breached, that the account is being misused, or that suspension is needed to protect the portal or another person.

13.2 Suspension does not entitle you to a refund of any sum paid for an underlying service, except where the terms of that service or the law require it.

13.3 Where the Company suspects a breach of these terms, including a breach of clause 6 or clause 8, it may mark the account as recommended for restriction while a decision is made. You may still sign in. You will be told that the account has been recommended for restriction because these terms have been violated. You may not use the rest of the portal while that recommendation is waiting.

13.4 If the Company decides that these terms have been violated, it may restrict the account from the services offered through the portal. You may still sign in. You will be told that you have been restricted from using the services because these terms have been violated. You may not use the portal while the restriction is in place.

13.5 A restricted account cannot raise a request. No other person may raise a request for that account, whether or not that person was previously allowed to do so. A person who tries will be told that the account has been blocked from raising a support request because these terms have been violated.

13.6 A recommendation or a restriction may be made to protect the portal, the Company’s staff, and other customers. The Company is not obliged to describe the investigation, to keep a request open, or to restore access. Clause 13.2 applies to a restriction under this clause.

14. Disclaimers

14.1 Except as expressly stated in these terms, and except for any warranty that the law does not permit the Company to exclude, the portal is provided on an “as is” and “as available” basis.

14.2 The Company does not warrant that a request will be resolved within a particular time, or that a particular outcome will be reached.

14.3 Information on the portal is for the handling of requests. It is not legal, financial, or professional advice.

15. Limitation of liability

15.1 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that the law does not allow to be excluded.

15.2 Subject to clause 15.1, the Company is not liable for loss of profit, loss of business, loss of goodwill, or any indirect or consequential loss arising out of use of the portal, whether or not the Company was advised that such loss was possible.

15.3 Subject to clause 15.1, the total liability of the Company arising out of the portal in any twelve (12) month period is limited to the charges, if any, that you paid to the Company for use of the portal in that period. Where no such charge was paid, that liability is limited to ten thousand naira (NGN 10,000).

15.4 The portal is a support channel. A claim about an underlying Multistream service must be brought under the terms that govern that service, and not solely under these terms, except to the extent the claim is about the operation of the portal itself.

16. Indemnity

16.1 You will indemnify the Company against claims, losses, and reasonable costs arising out of content you submit, a request you make about another person without authority, or a breach of these terms, except to the extent caused by the Company’s own fraud or wilful misconduct.

17. Communications

17.1 The Company may send notices to the email address associated with your account. You must keep that address current. A notice sent to that address is treated as received on the next business day, unless it is returned as undeliverable.

17.2 Formal notices to the Company under these terms should be sent to ticket@support.mymultistreams.info.

18. Governing law

18.1 These terms are governed by the laws of the Federal Republic of Nigeria.

18.2 The courts of Nigeria have exclusive jurisdiction, except that the Company may seek interim relief in any court of competent jurisdiction. A mandatory right to bring a claim in another forum, where such a right exists and cannot be waived, is not affected.

19. General

19.1 If any provision of these terms is held to be unenforceable, the remaining provisions continue in force.

19.2 A failure or delay in enforcing a provision is not a waiver of it.

19.3 These terms, together with the Privacy Notice and the Cookie Notice, are the entire agreement between you and the Company about the portal and replace any earlier statement about the portal, except for any fraudulent misrepresentation.

19.4 You may not assign your rights under these terms. The Company may assign its rights to a successor of the relevant business.

19.5 A person who is not a party has no right to enforce these terms, except a successor under clause 19.4.

19.6 Clauses which by their nature should survive, including clauses 6, 9, 10, 13, 14, 15, 16, and 18, survive closure of an account.

20. Contact

20.1 Multistream TM Limited
ticket@support.mymultistreams.info