Terms & Conditions of Use

These Terms & Conditions ("Terms") govern your access to and use of the ZIMPUDO mobile application, website, smart locker network, and related services (collectively, the "Services"). By creating an account, using the app, or using any ZIMPUDO locker, you agree to be bound by these Terms. If you do not agree, do not use the Services.

ZIMPUDO is a Zimbabwean venture that enables secure parcel drop-off and collection through smart lockers, integrated with authorised couriers. ZIMPUDO is not a carrier and does not provide transportation services. Where courier services are engaged, carriage is performed by third-party couriers under their own terms; ZIMPUDO provides the locker and digital platform.

If you are using the Services on behalf of a company or other legal entity, you represent that you are authorised to bind that entity to these Terms. You must be 18 years or older to use the Services.

1. Definitions

2. Contract Formation & Acceptance

2.1 These Terms form a binding contract between you and ZIMPUDO when you:

• 2.1.1 tap "Accept" in the app;
• 2.1.2 create an Account;
• 2.1.3 use a Locker; or
• 2.1.4 otherwise use the Services.

2.2 We may update these Terms from time to time. Material changes will be notified via the app, website, email, or SMS. Your continued use after the effective date constitutes acceptance. If you do not agree, you must stop using the Services and close your Account.

3. Eligibility & Account Registration

3.1 To register you must be at least 18 years old and provide accurate, complete information. You agree to keep your details up to date.

3.2 You are responsible for safeguarding your login credentials and OTP/Access Codes. You are liable for all activity under your Account and any use of your OTP/Access Codes. Notify us immediately if you suspect unauthorised use or a security breach.

3.3 We may refuse, suspend, or terminate any Account at our reasonable discretion (including for suspected fraud, breach of these Terms, or unlawful activity).

4. Description of Services

4.1 The Services enable you to:

• create an Account and verify identity where required;
• drop off Parcels into Lockers for courier collection;
• collect Parcels from Lockers using OTP/Access Codes;
• track Parcel status through the app; and
• pay applicable fees.

4.2 Parcels must be collected within the pick-up window displayed in the app/SMS. After expiry, storage fees may apply, Parcels may be redirected to a designated hub or handled as Uncollected/Abandoned under Clause 15.

4.3 Service availability may vary by location and time. Maintenance, outages, or third-party issues may temporarily affect access.

5. Prohibited Items

5.1 You must not deposit, ship, or cause to be stored in any Locker any of the following (non-exhaustive list):

• 5.1.1 cash, negotiable instruments, precious metals, gemstones, jewellery, antiques, art of high value;
• 5.1.2 firearms, ammunition, explosives, weapons, fireworks;
• 5.1.3 hazardous, flammable, toxic, or corrosive materials; pressurized containers; lithium batteries not properly packaged/declared;
• 5.1.4 illegal goods, counterfeit items, stolen property, drugs or controlled substances;
• 5.1.5 perishable goods, live animals, plants, biological materials, human/animal remains;
• 5.1.6 fragile or temperature-sensitive items requiring special handling;
• 5.1.7 any item whose carriage or storage is restricted or prohibited by law or by a Courier's terms.

5.2 We may refuse, remove, isolate, or hand over to law enforcement authorities any suspected Prohibited Item and may disclose user information to authorities as legally required.

6. Packaging, Labelling & Declarations

6.1 You are responsible for proper packaging, sealing, and labelling of Parcels to withstand ordinary handling and storage. Include any legally required declarations.

6.2 Parcels must comply with size and weight limits published in the app/site or at the Locker. We may refuse or return Parcels that exceed limits or are inadequately packaged.

6.3 You warrant that all information provided (recipient details, contents, value, declarations) is true, complete, and accurate.

6.4 Where packaging is deemed unsafe, ZIMPUDO may re-pack or reinforce a Parcel at the sender's cost to ensure safe conveyance.

7. Locker Use Rules

7.1 Use only the assigned Locker and OTP/Access Code. Do not tamper with, force, or obstruct any Locker.

7.2 Adhere to the time windows notified to you. Late collections may incur storage/handling fees.

7.3 Keep OTP/Access Codes confidential. Sharing a code is at your risk. You are responsible for any access obtained with your code (except where caused by our negligence or fraud).

7.4 If a Locker fails to open or malfunctions, immediately contact support through the app and follow guidance. Do not attempt forced entry.

8. Couriers, Title & Risk

8.1 Where a Courier performs carriage, the Courier's terms apply to transportation. ZIMPUDO's role is limited to providing the Locker platform and handover/collection interface.

8.2 Risk transfers as follows:

• 8.2.1 sender to Courier upon successful handover recorded by the Locker/Courier scan;
• 8.2.2 Courier to recipient upon successful collection from the Locker as recorded by system logs/scan.

8.3 Signatures, photos, scans, OTP logs, and CCTV (where installed) may constitute proof of handover/collection.

9. Fees, Payments & Taxes

9.1 Fees are as displayed in the app/website at the time of transaction and may be based on the greater of actual or volumetric weight, calculated according to industry standards, and may be in ZWG, USD, or any other permitted currency. Fees may include statutory tax, VAT/transaction charges.

9.2 You authorise ZIMPUDO and its payment processors to charge your selected payment method for fees, storage, penalties, or other charges arising from your use of the Services.

9.3 Except as required by law or explicitly stated in the app, fees are non-refundable. Where a refund applies, it will be made to the original payment method.

9.4 Initiating an unjustified chargeback may result in suspension and recovery of amounts due plus reasonable costs.

10. Insurance & Declared Value

10.1 ZIMPUDO does not provide insurance. Optional shipment insurance may be offered by a third-party provider. If you purchase such insurance, claims are handled under that provider's terms.

10.2 If no insurance is purchased, recovery for loss or damage (if any) is subject to the Liability Limits in Clause 13 and requires proof of compliant packaging, proper labelling, and that the item was not a Prohibited Item.

10.3 You are responsible for declaring the value of the Parcel when required; false or omitted declarations may void coverage and limit remedies.

11. Inspection, Holds & Compliance

11.1 We may (without obligation) scan, weigh, or otherwise inspect Parcels using non-intrusive methods, and may open a Parcel where legally required or where we reasonably suspect a Prohibited Item or safety risk.

11.2 We may hold, refuse, or dispose of Parcels that breach these Terms or applicable law, and may cooperate with law enforcement/regulators as required.

12. Loss, Delay, or Damage Claims

12.1 Visible damage or missing contents must be reported via the app within 48 hours of collection, with photos and evidence.

12.2 Concealed loss/damage must be reported within 7 days of collection. Alleged non-delivery/loss must be reported within 14 days of the expected delivery date.

12.3 We may require supporting documentation (proof of value, purchase, photos, packaging details, police report for theft, etc.). Failure to provide information may result in claim denial.

12.4 Claims will be assessed based on system logs, scans, OTP events, CCTV (if any), Courier records, and compliance with these Terms.

13. Liability Limitations

13.1 We are not liable for loss, damage, delay, or non-delivery caused by:

• 13.1.1 your breach of these Terms;
• 13.1.2 inadequate packaging, labelling, or false/insufficient information;
• 13.1.3 Prohibited Items;
• 13.1.4 events beyond our reasonable control (see Clause 18);
• 13.1.5 Courier actions/omissions;
• 13.1.6 normal wear/tear or inherent defect of the Parcel contents;
• 13.1.7 seizure or inspection by law enforcement and regulatory authorities;
• 13.1.8 your sharing/misuse of OTP/Access Codes.

13.2 To the maximum extent permitted by law, our total aggregate liability to you for any claim arising out of or in connection with the Services shall not exceed the lower of:

• 13.2.1 the fees you paid to ZIMPUDO for the specific transaction; or
• 13.2.2 USD $100 / ZWG equivalent per Parcel; or
• 13.2.3 the declared value of the Parcel,

whichever is least.

13.3 To the maximum extent permitted by law, we shall not be liable for indirect, incidental, special, punitive, or consequential damages, including loss of profits, revenue, data, goodwill, or business interruption.

13.4 Nothing in these Terms excludes liability that cannot be excluded by law.

14. User Warranties & Indemnity

14.1 You warrant that:

• 14.1.1 you have the legal right to send/receive the Parcel;
• 14.1.2 Parcel contents are lawful and not Prohibited Items;
• 14.1.3 you complied with packaging/labelling requirements;
• 14.1.4 information supplied is accurate and complete.

14.2 You agree to indemnify, defend, and hold harmless ZIMPUDO, its affiliates, directors, employees, and agents from and against any losses, claims, penalties, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

• 14.2.1 your breach of these Terms;
• 14.2.2 your violation of law or third-party rights;
• 14.2.3 your Parcel contents;
• 14.2.4 misuse of the Services or Locker;
• 14.2.5 your sharing or compromise of OTP/Access Codes.

15. Storage, Uncollected & Abandoned Parcels

15.1 Storage fees may accrue from the expiry of the pick-up window at the rates shown in the app.

15.2 Where a Parcel cannot be delivered or collected, ZIMPUDO may return it to the sender at the sender's cost. If return is not possible or sender refuses to cover costs, the Parcel may be treated as abandoned in accordance with this Clause.

15.3 If a Parcel is not collected within 7 days after notice, we may transfer it to a secure hub for manual collection (additional handling fees may apply) and continue to notify you.

15.4 If still uncollected 30 days after the first notice, the Parcel may be deemed abandoned. We may, to the extent permitted by law, dispose of, donate, recycle, or sell the Parcel to recover fees and costs. Any net proceeds after costs may be remitted to you upon request within a reasonable time.

16. App Licence, Intellectual Property (IP) & Restrictions

16.1 We grant you a limited, revocable, non-exclusive, non-transferable licence to use the app solely for personal, lawful use.

16.2 You may not:

• 16.2.1 copy, modify, or create derivative works;
• 16.2.2 reverse engineer or attempt to extract source code;
• 16.2.3 resell, lease, or commercialize the app;
• 16.2.4 use the Services for unlawful purposes;
• 16.2.5 interfere with or disrupt the Services.

16.3 All intellectual property in the Services (content, software, trademarks, logos) is owned by or licensed to ZIMPUDO. No rights are granted except as expressly set out in these Terms.

16.4 Third-party app store terms (Apple App Store, Google Play) may apply, and you agree to comply with such terms.

17. Data Protection, Privacy & Confidentiality

17.1 ZIMPUDO processes personal information in accordance with the Data Protection Act [Chapter 12:07] of Zimbabwe, all other applicable data protection laws, and our published Privacy Policy (incorporated by reference into these Terms).

17.2 Our Privacy Policy (as published in the app/website) explains how we collect, use, and protect your personal information and is incorporated by reference into these Terms. By using the Services, you acknowledge the terms of the Privacy Policy.

17.3 Personal data collected through the Services is used only for the purposes of delivering and improving ZIMPUDO's services, fulfilling legal obligations, preventing fraud or abuse, and as otherwise described in our Privacy Policy.

17.4 ZIMPUDO shall treat all personal information, Parcel details, and transaction records as confidential and shall not disclose such information to third parties except:

• 17.4.1 where required to provide the Services (e.g., to authorised couriers, payment processors, IT/cloud providers);
• 17.4.2 where disclosure is required by law, regulation, or order of a competent authority; or
• 17.4.3 where the user has provided prior consent.

17.5 ZIMPUDO employees, contractors, and service providers are subject to confidentiality obligations and access controls to protect your data.

17.6 We implement appropriate technical and organisational safeguards — including encryption, secure servers, access controls, and monitoring — to protect data against loss, misuse, unauthorised access, disclosure, or alteration.

17.7 Where data is transferred outside Zimbabwe, ZIMPUDO will ensure that such transfers comply with the requirements of the Act, including ensuring that the destination provides an adequate level of protection or that transfers are based on your consent, contract necessity, or another lawful ground.

17.8 You are responsible for keeping your account credentials, OTPs, and device secure. ZIMPUDO is not liable for unauthorised access caused by your negligence or failure to safeguard your credentials.

17.9 You may exercise your rights of access, correction, deletion, restriction, objection, consent withdrawal, and portability as described in our Privacy Policy.

17.10 Complaints may be raised with ZIMPUDO's Data Protection Officer or directly with the Data Protection Authority (POTRAZ).

17.11 We retain data only for as long as necessary to fulfil the purposes described above or as required by law. Thereafter, data will be securely deleted or anonymised.

17.12 You consent to receive electronic communications (in-app, email, SMS) relating to your transactions, security, and service updates. You may manage marketing preferences as described in the Privacy Policy.

18. Service Availability & Force Majeure

18.1 The Services may be subject to interruptions, delays, or errors due to maintenance, upgrades, network issues, power failures, or events beyond our control. We will use reasonable efforts to restore service promptly.

18.2 We are not liable for failure or delay caused by Force Majeure events, including acts of God, severe weather, power outages, strikes, labour disputes, war, pandemics, epidemics, supplier/vendor delays, civil unrest, actions of authorities, network or telecommunications failure, or other events beyond reasonable control.

19. Suspension & Termination

19.1 We may suspend or terminate access immediately if we reasonably suspect breach of these Terms, fraud, abuse, or unlawful activity.

19.2 You may cancel your Account at any time via the app. Termination does not affect accrued rights or obligations.

20. Governing Law & Dispute Resolution

20.1 These Terms are governed by the laws of Zimbabwe.

20.2 Please first contact support or the Data Protection Officer (in case of data protection/privacy related issues) to resolve issues.

20.3 Any dispute arising out of or in connection with these Terms that is not resolved within 30 days shall be referred to and finally resolved by arbitration in Harare, Zimbabwe, under the Arbitration Act [Chapter 7:15], by a single arbitrator appointed by agreement (or, failing agreement, by the Commercial Arbitration Centre).

20.4 The language shall be English.

20.5 Each party bears its own costs, and the arbitrator may award costs in his/her discretion.

20.6 Nothing prevents either party from seeking urgent interim relief from a court of competent jurisdiction.

21. Miscellaneous

21.1 Severability: If any provision is unlawful or unenforceable, the remainder remains in effect.

21.2 No Waiver: Failure to enforce any right is not a waiver.

21.3 Assignment: You may not assign these Terms without our consent. We may assign or transfer these Terms in connection with a merger, acquisition, or sale of assets.

21.4 Entire Agreement: These Terms (including the Privacy Policy and any service-specific terms shown in the app) are the entire agreement between you and ZIMPUDO regarding the Services and supersede all prior understandings.

21.5 Notices: We may provide notices via the app, website, email, or SMS to the contact details in your Account. You are responsible for keeping your contact details current.

21.6 Customer Support: Contact us via the app or at the details listed below.

22. Contact Details

For questions, concerns, or support, please contact: