Terms of Use and Policies

ZedVault is a product proudly owned, operated and developed by ChillTech Innovations Limited (PACRA registration 120261050087, TPIN 2004622528), a company registered in Zambia at 1080 Street, Ten Miles, Chibombo.. ZedVault is not a separate company: in these Terms "ZedVault", "we" and "us" mean ChillTech Innovations Limited acting through ZedVault. You can reach us at [email protected] or +260778003520. These Terms of Use and Policies apply to everyone who browses or buys on ZedVault. They include our rules on payment, delivery, refunds, returns and warranty, and the items that may be sold. By creating an account or placing an order you agree to them.

Every product on ZedVault is sold by an independent vendor. ZedVault does not buy stock to resell. Vendors are responsible for their listings being accurate, for the goods being genuine and as described, and for supplying what you ordered.

ZedVault coordinates the order for you: it confirms your payment, checks items when they reach us, puts them together in one parcel, delivers them, handles support, and manages refunds and disputes under these Terms. Each vendor shop page shows who the vendor is and whether they and their products have been verified. A vendor being verified does not mean every product they list has been approved or is guaranteed.

You need an account to place an order. We confirm your account with a one-time code sent to your email. Keep your password and your devices secure. You are responsible for activity under your account, so tell us straight away at [email protected] if you think someone else has used it. You must give true information and keep it up to date. You must be 18 or older to use ZedVault, and you confirm this when you sign up.

A vendor account can also buy. If you buy from your own shop we treat the order like any other, but you cannot review your own products.

Prices are in Zambian Kwacha. Each item's price is one figure that already includes everything except delivery: the vendor's own price, ZedVault's service fee, the cost of packing the item safely, and the payment provider's fee. The price you pay for an item is the price shown when you place the order, after any offer that applies. Offers such as a percentage off, or free delivery, may be paid for by the vendor or by ZedVault. Who pays does not change the price you see.

The agreed terms of an order are fixed when you place it: the price, the offer, the vendor, whether the listing accepts returns, the declared availability and the estimated delivery time. A vendor cannot change them afterwards, and a later price change never affects an order you have already placed.

Delivery is charged by area and shown before you pay. Extra protection for fragile or heavy items is already in the item's price. When free delivery applies, the checkout says so. Free delivery never reduces what a vendor earns.

You pay when you check out, by MTN Mobile Money, Airtel Money or another method shown at checkout. We only start fulfilling your order once your payment is confirmed. Until then the items are held for you for a short time, then released if you have not paid.

If a payment is sent twice by mistake we will not process the order twice: we will refund the extra payment. If money reaches us for an order that has already been cancelled, we will refund it. Refunds go back to the method you paid with unless we agree another way with you. How quickly the money reaches you also depends on your mobile money provider.

You can buy from several vendors in one checkout. You get one order with a separate record for each vendor's items, and each item has its own status. A problem with one item, for example a vendor who cannot supply it or an item that fails our quality check, does not cancel your other items.

We bring your items together and deliver them in one parcel. Items that reach us within 5 days of the first item are delivered together. If an item cannot arrive in that time, or an item must be cancelled or refunded, we may deliver the ready items first and the rest when they arrive. You will see the overall status of your order and the status of each item or shipment. You do not pay delivery twice, and the second delivery has its own delivery code.

Some vendors get an item after you order it. Those listings show the vendor's declared lead time, which counts towards your estimated delivery date. The vendor must confirm within 4 hours that they can supply it. If they do not confirm in time, we cancel that item and refund you. If a vendor tells us they cannot get an item after all, we tell you and you can choose to wait for it or cancel that item and be refunded.

You can cancel an item before the vendor has started sourcing or processing it, and before it has been handed to us. Open your order and choose Cancel this item. We refund the item's price. If you cancel every item in the order before delivery, we also refund the delivery charge; if other items are still delivered, the delivery charge is kept. Once sourcing or processing has begun you can no longer cancel it, but you are still protected if it arrives damaged or wrong, or never arrives (see Refunds, returns and warranty). We do not accept returns for change of mind.

How it works

We offer standard delivery only. Our drivers collect from vendors in the morning and deliver in the afternoon. We tell you before each delivery attempt. We email you a private delivery code once your payment is confirmed; it is never shown on the website, and you can ask for a new one from your order page.

Where we deliver and what it costs

We deliver to: Lusaka (K50). The fee depends on the area and is shown at checkout before you pay.

Receiving your order

When the driver is with you, give them your delivery code. Entering the code confirms you have received the order, and from that moment the item is yours and at your risk. Please keep your code private until the driver is with you, and check the parcel in front of the driver where you can.

If we cannot deliver

If nobody can take the order at the address, we make one more attempt on the next run. After the second unsuccessful attempt you collect the order from us with your delivery code. If the address you gave was wrong and was not corrected when we asked you to confirm it before the driver left, you also collect it. We tell you when it is ready to collect.

Estimated delivery time

The estimate at checkout comes from the vendor's declared preparation or sourcing time, our processing time and the travel time for your area. It is an estimate, not a promise. If something delays your order we will tell you.

What every order covers

This is the minimum protection every buyer has on ZedVault, whatever the listing says. You can get a refund or, where the vendor can supply one and you agree, a replacement when:

• the item arrived damaged;
• you received the wrong item, or the wrong size, colour or option;
• the order was marked delivered but you did not receive it;
• Zambian law gives you the right, for example because the item is defective or not fit for its purpose.

Listings that accept returns

Some listings show "Returns accepted". For those, you can also get a refund when the item is materially different from its description, photos or specification. Listings that do not accept returns say "No returns for change of mind" and are still covered for everything in the list above. Whether a listing accepted returns is fixed when you buy it.

We do not accept returns for change of mind and we do not offer exchanges at present.

How to tell us

Open the order in your account, choose the item and choose Report a problem. Tell us what is wrong and add clear photos or a short video of the problem and of the box or wrapping it came in, if you can. You can report a problem for 7 days after the item is marked delivered. We deal with the affected item, not your whole order.

How we decide

1. We record the item and your claim.
2. We ask the vendor for their side.
3. We review the order records, the listing and your photos or videos.
4. We compare your evidence with what we hold: our quality check, our photos or video of your parcel being packed, and the delivery record.
5. We decide who is responsible and the right remedy, and tell you and the vendor, with our reason.

While we decide, only the money for the affected item is held. Your other items are not affected.

Remedies

Where we find the claim is justified you get a refund for the affected item, or a replacement where the vendor can supply one and you agree. A refund goes back to the number or card you paid with. We aim to pay an approved refund within 5 business days of the decision. If every item in an order is refunded before delivery, we also refund the delivery charge.

Who bears the cost

If the vendor is at fault, the vendor bears the cost of the refund and of returning the item. If the fault was ours, for example damage while we held or delivered it, ZedVault bears it. If it is unclear, an authorised ZedVault administrator decides using the evidence. ZedVault may pay your refund first and recover the cost from the vendor afterwards. That is between ZedVault and the vendor and does not delay your refund.

What is not covered

Normal wear, damage after delivery that you caused, items you have altered, and items that are simply not what you wanted but match their description. Where the law gives you a right, that right applies even if this list says otherwise.

If you disagree

Ask us to look again through Help and support and add anything new. If we still disagree you may take the matter to the Zambian courts, or to any consumer body that can help you.

ZedVault is for ordinary consumer goods. At launch we accept these categories: Bags and accessories, Beauty and care, Electronics, Fashion, Home and living, Jewellery and watches, Kids and baby, Phones and tablets, Shoes, Sports and outdoors.

Food, medicine, cosmetics and anything illegal cannot be sold on ZedVault, whatever category they are listed under. Other categories we do not allow: none at present. Some categories can be sold only by vendors who give us extra documents, and each product may need our approval before it can be bought. Restricted categories: none at present. In any category, an item a vendor sources after the order, or supplies under a brand's authorisation, is checked by our team one by one before it can be bought.

Counterfeit goods, and goods that infringe someone's brand or copyright, are not allowed. If we suspect a product is counterfeit we take it off sale and review it. Depending on what we find, the vendor may be allowed to continue with restrictions or may be banned. Anyone signed in can report a listing with Report this listing on its page; the vendor is not told who reported it. Rights holders can also write to [email protected]. These lists are generated from our live category list, so they always match what vendors may list. We may add categories only after reviewing the law, the safety risks, where the goods come from and how we would check them.

You can review a product after it is delivered, once per product. Reviews must be honest and about the product. We may remove reviews that are abusive, unrelated or fake.

You must not give false information, try to pay a vendor outside ZedVault for something you found here, share phone numbers, emails, links or social media handles in messages, notes or reports to deal outside ZedVault, abuse or threaten vendors, drivers or our staff, try to get into someone else's account, misuse delivery codes, make false claims for a refund, or use ZedVault for anything unlawful. We may suspend or close accounts that break these rules and, where the law allows, recover what we are owed.

Nothing in these Terms limits any right you have under Zambian consumer law that cannot lawfully be limited, including for goods that are defective, misdescribed or not fit for their purpose. Subject to that, and to the extent the law allows, ZedVault's liability to you for a claim about an order is limited to the amount you paid for that order. Nothing limits liability for fraud or for death or personal injury caused by negligence.

We are not responsible for delays or failures caused by events outside our reasonable control, such as power or network failures, road closures, strikes, severe weather or the failure of a mobile money provider. We will tell you and do what we reasonably can.

Open a ticket from Help and support in your account, email [email protected], or message us on WhatsApp. We aim to reply within two business days. If we cannot settle a complaint between us, either of us may go to the courts as set out below. Today we send notifications by email; text messages are planned for later.

When we make a material change we publish the new version and may ask you to accept it the next time you sign in. Orders you placed before the change keep the terms that applied when you placed them. If part of these Terms is found to be unenforceable, the rest still applies.

These Terms are governed by the laws of Zambia and disputes are subject to the courts of Lusaka, Zambia.