How CDcare Engages Customers - and What Really Happens Before Any Visit

Recent discussions have raised questions about how CDcare interacts with customers, particularly in situations involving missed payments. This article explains, in clear and transparent terms, how the CDcare system actually works.

At CDcare, our goal is simple: To make essential products accessible, without putting customers under financial pressure.

Built for Flexibility From the Start

At CDcare, flexibility is built into the system from the very beginning.

Customers are encouraged to choose an instalment plan that works comfortably for their financial situation — whether on a weekly or monthly basis. Depending on the product category, plans can extend up to 12 months or as long as 52 weeks, giving customers the ability to spread payments in a way that fits their income cycle.

The goal is to ensure that customers are not overstretched from the outset. By allowing customers to select a plan that aligns with their capacity, CDcare is designed to reduce the likelihood of payment difficulties later on.

A Different Model: Interest-Free by Design

That’s why our model is built differently.

CDcare does not charge interest on any purchase. Our model is designed to remain interest-free at all times.

Where additional costs arise, they are not interest charges, but operational fees linked to specific services or situations. These may include delivery fees, optional insurance coverage, CDcare 3 service fees, and, in certain cases, fees related to non-compliance with the agreed process.

For example, when a customer is unable to continue payments, the expected next step is to return the item. If the item is not returned as required, a Failure-to-Return Fee may apply. This is not a financing charge, but a cost associated with the continued holding of the item outside the agreed process.

In situations where CDcare has to arrange a physical collection of the item after repeated attempts at engagement, a Retrieval Fee may also apply. This fee covers the personnel cost, logistics and operational cost of recovering the item and is only applied when a visit becomes necessary as a last resort - after around 30 days of continuous engagement. CDcare does not operate debt collection in the traditional sense, and does not employ ‘debt agents’. Our process is tied strictly to the continuation or return of an installment-based purchase agreement.

Clear Terms, No Surprises

At CDcare, clarity is important.

Every part of our process, including payments, returns, and applicable fees, is clearly communicated to customers before delivery. These terms form part of the agreement for every installment purchase.

We understand that long legal documents can be difficult to follow. That’s why we’ve made a deliberate effort to break down our terms into simple, easy-to-understand sections, so customers can clearly see what is expected at every stage of their plan.

For those who prefer a detailed view, our full Terms & Conditions remain available. At the same time, we provide simplified summaries that highlight the most important points,  including what happens if payments are missed and when an item needs to be returned and these conditions are agreed to before delivery on an installment purchase. Screenshots of these Terms & Conditions highlights can be seen below:

The goal is simple: no hidden terms, no surprises - just clarity from the start.

How CDcare Handles Payments, Grace Periods, and Missed Payments (Default)?

At CDcare, our approach to missed payments is structured, predictable, and designed to give customers time and flexibility - not pressure.

1. Before Payment Due Date (Reminders Stage)

Before a payment becomes due, CDcare sends reminders ahead of time to help customers stay on track.

Customers receive:

• Email reminders

• In-app notifications

  
  

These reminders are typically sent daily for up to three (3) days before the due date, ensuring customers are well informed and can plan accordingly.

2. After Due Date (Grace Period Stage)

Once a payment becomes due, customers are given a grace period.

• Monthly instalments: 7-day grace period

• Weekly instalments: 3-day grace period

  
  

For example:

• If a monthly instalment is due on the 20th, payment can be made up to the 27th

• If a weekly instalment is due on Monday, payment can be made up to Wednesday

  
  

During this period:

• There is no immediate escalation

• Customers are not treated as “defaulters” as a label. Instead, accounts are managed through clearly defined stages based on payment status and engagement.

• Communication remains supportive

  
  

Customers may still receive reminders explaining that they are within their grace period and advising them on next steps.

If a customer anticipates that they may not be able to pay within this period, they are encouraged to return the item early to avoid Failure-to-Return Fee. 

3. After Grace Period (After grace period - up to ~30 days)

If payment is not made after the grace period and the item is not returned, the account enters an early default stage.

At this stage:

• CDcare increases engagement through:

  • calls

  • WhatsApp

  • email reminders

    
    

• The focus is still on:

  • helping the customer resolve the situation

  • encouraging payment or return

    
    

Most importantly: Customers are reminded that if they cannot continue payments, they should return the item to avoid additional charges such as the Failure-to-Return Fee.

This stage can last for an extended period (typically up to around 30 days from the missed payment), giving the customer multiple opportunities to resolve the situation.

4. After Extended Default (Extended Default Stage— after ~30 days)

If there is still no successful engagement, payment, or return after an extended period:

CDcare will typically notify the customer that a physical visit may be initiated as a last resort.

This only happens after:

• repeated contact attempts

• extended time without resolution

• clear communication of the return requirement

  
  

At this stage, CDcare continues to make every reasonable effort to reach the customer before any visit is carried out.

Agents typically attempt to:

• call the customer

• communicate intended visit timing where possible

• ensure the customer is aware of the situation and available for engagement

  
  

In some cases, however, contact may not be successfully established despite multiple attempts. Because CDcare verifies customer addresses during the onboarding and delivery process — including confirming that items are delivered directly to the customer at a verified location — we are able to return to that address when necessary.

When a visit happens, the purpose is not to apply pressure, but to:

• check in on the situation

• resolve the account

• and, where required, recover the item within the agreed system 

  
  

In situations where a customer is unreachable at the address, agents may make limited, non-sensitive inquiries solely to confirm whether the customer is available or can be reached.

At no point are financial details, payment status, or account-specific information disclosed to any third party.

Visits are rare and only occur after multiple unsuccessful attempts to resolve the situation.

At CDcare, “default” is not treated as a single event — it is a progressive process:

• Reminder stage → Grace period → Early default → Extended default

  
  

At each stage of this process, customers are given time, options are clearly communicated, and any escalation is gradual and predictable. Throughout this entire journey, CDcare maintains strict internal standards — CDcare does not disclose customer financial or account-specific information to any third party, except where required by law or with the customer’s consent, in line with its strict internal privacy policy. As part of its policy, and our team is trained to handle all interactions professionally and discreetly. The goal is to ensure that every step of the process is clear, respectful, and aligned with both customer protection and system integrity.

This structure ensures that no customer is escalated without prior engagement without multiple opportunities to resolve their situation.

What Happens During a Visit — and What Does NOT Happen

At CDcare, physical visits follow strict internal guidelines and are carried out as a last resort after extended attempts to resolve the situation remotely.

When a visit occurs, it is important to clarify what our team is expected to do — and what they are not permitted to do.

During a visit, our agents:

• Identify themselves clearly

• Attempt to speak directly with the customer where possible

• Explain the situation and available options (payment or return)

• Maintain a professional and respectful tone at all times

• 
  

Our agents do NOT:

• CDcare does not disclose customer financial or account-specific information to any third party, except where required by law or with the customer’s consent, in line with its strict internal privacy policy.

• Harass, threaten, or intimidate customers

• Force entry into any property

• Engage in public confrontation or misconduct

  
  

In situations where a customer is unreachable at the address, agents may make limited, non-sensitive inquiries solely to confirm whether the customer is available or can be reached.

At no point are financial details, payment status, or account-specific information disclosed to any third party.

All interactions are expected to meet strict internal conduct standards.

Why This Step Exists:

CDcare operates a structured model where customers receive items before completing full payment. This means CDcare carries the cost of these items over time as part of its instalment system.

Because of this, the process is designed to remain balanced and fair for everyone involved. When payments continue as agreed, the system works smoothly and remains interest-free. However, when payments stop, there needs to be a clear and predictable way to resolve the situation.

That is why CDcare’s approach is built around two simple paths: 

• continue with payments, or 

• return the item and pause the plan
  

This ensures that customers are not pushed into long-term financial strain, while also allowing CDcare to continue operating sustainably and serving other customers.

The goal is not enforcement, but balance, a system where customers are supported when they can pay, and given a structured way out when they cannot, without creating unfair outcomes for others in the system.

A System Designed for Dignity, Not Pressure

At CDcare, we believe that financial difficulty should never lead to embarrassment or undue pressure.

Life happens, and when customers are unable to make a scheduled payment, our system is designed to provide a clear and respectful path forward, not to shame or penalize them.

When an item is delivered on an installment plan, it remains under CDcare’s ownership until full payment is completed. During this period, customers are given continuous access to use the item while making their payments as agreed.

To make this process transparent, each stage of the plan is clearly tied to the next payment cycle. This helps customers understand that their access to the item is part of an ongoing arrangement, rather than permanent ownership at that stage.

If a customer is unable to continue payments, the expected next step is to return the item. This is not a punishment, it is a structured way to pause the plan without creating additional financial burden.

CDcare then holds the item on behalf of the customer, allowing them the flexibility to return and continue their plan when they are financially ready.

The goal is simple: Protect the customer, protect the system, and allow a way forward without pressure or shame.

What Happens If a Customer Still Cannot Continue After Returning an Item?

If a customer is unable to continue payments and returns the item, but is still unable to resume payments after a period of time (typically up to 30 days), CDcare provides a structured way to help the customer exit the plan fairly. For example, if a customer purchases an item worth ₦100,000 and has already paid ₦50,000, uses the item for a while, and then returns it but is still unable to continue, CDcare facilitates a third-party resale of the now used or devalued item. If the item is sold for ₦80,000, subject to market conditions and fair valuation, CDcare first deducts the outstanding balance of ₦50,000, and the remaining ₦30,000 is refunded to the customer.

It is important to note that CDcare does not purchase the item itself. The resale is facilitated through independent third-party buyers, and the price is determined based on the prevailing market value of the item in its used condition.

When an offer is received, it is shared with the customer. The customer is then given a short window (typically up to 24 hours) to either accept the offer, settle the outstanding balance and reclaim the item, or present an alternative buyer who may be willing to offer a higher price.

Because resale values depend on real market conditions, the final sale price may vary — in some cases higher, and in other cases lower — depending on demand, condition of the item, and comparable prices for similar used items at the time.

The customer is carried along throughout this process. The resale offer from the third party is shared with the customer, and the customer is given the opportunity to either pay the outstanding balance and reclaim the item, or provide another buyer who can offer a higher value within a short window (typically 24 hours).

To make this process more seamless and transparent, CDcare is building a system that allows returned items to be listed online, where third-party buyers can make offers directly. Customers will be able to see these offers in real time and also bring their own buyers into the process, without needing to rely on back-and-forth emails.

However, in situations where the item is not returned promptly after the customer is unable to continue payments, additional Failure-to-Return Fees may apply. Where CDcare has to arrange a physical visit to recover the item, a Retrieval Fee may also apply. These are operational costs, not interest charges, and they are deducted from the resale proceeds before any remaining balance is refunded to the customer. This is why, in some cases, customers may receive a lower refund than expected.

This system is intentionally designed around items that retain reasonable resale value and are not perishable. This is a deliberate business decision to ensure that even when a customer cannot continue payments, there is still a fair way to recover value and help the customer exit the plan without being trapped in debt.

CDcare carries the cost of items over time as part of its instalment model, and therefore relies on either continued payment or the return of the item to keep the system fair and sustainable for all customers.

Summary of the CDcare Process

At CDcare, missed payments are not treated as a sudden failure — they are handled through a structured and progressive process.

At each stage:

• customers are given time

• options are clearly communicated

• escalation is gradual and predictable
  

From reminders, to grace periods, to early default engagement, and finally to last-resort recovery, every step is designed to ensure that customers have multiple opportunities to resolve their situation before any escalation occurs.

Throughout this process, CDcare maintains strict internal standards. Customer financial information is not disclosed to third parties, and all interactions are handled professionally and discreetly.

This approach ensures that the system remains transparent, respectful, and consistent — giving customers clarity at every stage while maintaining accountability within the process.

In some cases, individual customer experiences may be shared publicly by third parties without full context or visibility into the full engagement history. CDcare remains committed to addressing all customer matters through established processes and appropriate channels.

Final Note: Our Commitment to Customers

At CDcare, our commitment is to make access to essential products easier, while ensuring that customers are treated fairly at every stage of their journey.

Our model is built on:

• fairness — clear terms and predictable processes

• transparency — no hidden charges and no surprises

• flexibility — the ability to pause and return when needed

• support — guidance throughout the process, not pressure

  
  

We understand that financial situations can change, and our system is designed to reflect that reality.

Whether a customer is actively paying, within a grace period, or unable to continue, the goal remains the same:

to provide a clear path forward without confusion, pressure, or unnecessary hardship.