Terms of Service

1. Introduction

Pakashop is a Zambian B2B2C marketplace that connects Buyers with independent Vendors (businesses and individuals selling products) and facilitates delivery through registered Delivery Agents. We are a facilitator, not a retailer – we do not take ownership of the products listed on our platform.

By using Pakashop, you agree to be bound by these Terms. If you do not agree, please do not use our services.

2. Eligibility

• You must be at least 18 years old to use the platform.
• Vendors must have a valid Taxpayer Identification Number (TPIN) if they are VAT‑registered, and must comply with all ZRA regulations.
• Delivery Agents must provide a valid National Registration Card (NRC), vehicle documents, and a driver's licence (if applicable).
• Pakashop reserves the right to verify identities and business registrations at any time.

3. Account Registration

• You must provide accurate, current, and complete information when registering.
• You are solely responsible for safeguarding your account credentials.
• Multi‑factor authentication (MFA) is required for all vendor, delivery agent, and admin accounts.
• You must notify us immediately of any unauthorised access or security breach.
• We may suspend or terminate accounts that provide false information or violate these Terms.

4. Vendor Terms

5. Buyer Terms

• You must provide accurate delivery information.
• Payments are processed securely; funds are held until you confirm delivery.
• You have the right to return items in accordance with the vendor's return policy.
• Fraudulent activities (chargebacks, false claims) may result in account suspension.

6. Delivery Agent Terms

• Agents are independent contractors, not employees of Pakashop.
• Must provide valid documentation (NRC, vehicle details, driver's licence).
• Responsible for timely and safe delivery; must confirm delivery via the buyer's PIN and optional signature.
• Earnings are paid per delivery, processed to the agent's registered mobile money account.

7. Prohibited Activities

Users may not list, purchase, or facilitate:

• Counterfeit, stolen, or illegal goods.
• Narcotics, drugs, or drug paraphernalia.
• Weapons, ammunition, or hazardous materials.
• Adult content or services.
• Hate speech, discriminatory content, or intellectual property infringement.
• Money laundering, fraud, or any activity that undermines platform integrity.

8. Intellectual Property

• Vendors retain ownership of their product content (images, descriptions).
• By listing, vendors grant Pakashop a non‑exclusive license to display and promote their content.
• The platform's software, design, logos, and trademarks are the exclusive property of Pakashop.

9. Limitation of Liability

Pakashop is provided on an "as is" and "as available" basis. To the maximum extent permitted by Zambian law, Pakashop shall not be liable for indirect, incidental, or consequential damages arising from the use of the platform, disputes between users, or any third‑party actions. Our total liability is limited to the fees paid by the User to the Platform in the preceding three (3) months.

10. Consumer Rights – Cooling-Off Period

Under the Electronic Communications and Transactions Act, 2021, consumers have the right to cancel an online transaction for any reason within 7 days of placing the order, without incurring any penalty.

• To cancel, contact us at support@pakashop.store with your order number.
• Refunds will be processed within 14 days of cancellation, subject to the vendor's return policy and the condition of the goods.
• This right does not apply to digital downloads, perishable goods, or custom-made items.

11. Anti-Money Laundering and KYC

Pakashop complies with the Financial Intelligence Centre Actand related AML/CFT regulations. We reserve the right to:

• Conduct due diligence on vendors and high-value transactions.
• Verify the identity of users when required.
• Report suspicious transactions to the Financial Intelligence Centre.
• Suspend accounts pending investigation of suspicious activity.

12. Dispute Resolution

13. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, government actions, internet disruptions, or third-party service failures.

14. Termination

You may close your account at any time by contacting support. Pakashop reserves the right to suspend or terminate access for violations of these Terms. Upon termination, pending orders must still be fulfilled or refunded appropriately.

15. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Zambia. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Zambia.

16. Changes to Terms

We may update these Terms from time to time. We will notify users of significant changes via email or a notice on the platform. Continued use after such changes constitutes acceptance of the new Terms.