Terms & Conditions

1. About Zonka

Zonka (“we”, “us”) operates the online marketplace at zonka.online connecting customers with independent merchants (restaurants, supermarkets, pharmacies, auto shops, law firms and more) and a shared rider network.

2. Accounts & eligibility

• You must be 18+ to place orders. Businesses must provide accurate registration details.
• You’re responsible for keeping your login secure and for activity under your account.
• We may suspend accounts for fraud, abuse or breach of these terms.

3. Orders & pricing

• Prices are displayed in Zambian Kwacha (ZMW) and include VAT where applicable. Merchants set and may update prices.
• Order confirmation is shown as ZNK-XXXXXX and emailed if you provided an address.
• We verify stock and may cancel or substitute with your consent if an item is unavailable. Delivery and service fees are shown at checkout.
• Promotional codes are validated server-side and may have minimum spend or expiry.

4. Payments

Payment is due on delivery: cash, Airtel/MTN Mobile Money, or card where supported. Failure to pay on delivery after confirmation may lead to future order restrictions. Merchants are paid 48 hours after delivery confirmation, minus applicable fees.

5. Delivery & tracking

We assign riders and provide live tracking via order number, OTP and QR verification. Estimated times are indicative; weather, traffic or stock issues may extend delivery. Share the OTP/QR only with the arriving rider. Once delivery is verified by OTP/QR scan, the order is considered fulfilled.

6. Pharmacy & prescriptions

Items marked “Prescription required” need a valid prescription uploaded at checkout. Our pharmacist reviews before dispatch; we may refuse fulfilment if documentation is insufficient. Do not use Zonka as a substitute for professional medical advice.

7. Legal services

Law firms are independent service providers. Zonka facilitates the introduction; the engagement, fees and legal outcome are between you and the firm. Request submissions do not create an attorney-client relationship until the firm confirms engagement.

8. Returns, refunds & cancellations

• You may cancel before the merchant accepts the order — contact support immediately.
• Perishable, custom or prescription items are non-returnable unless faulty/damaged.
• If goods arrive damaged or incorrect, report within 24 hours with photos; refunds or replacements are at merchant/Zonka discretion per Zambian consumer law.
• Rider tips, delivery or service fees are non-refundable after dispatch.

9. Merchant obligations

Merchants must accurately describe goods/services, maintain hygiene/licensing requirements (e.g., PACRA, pharmacy licences), and fulfil orders promptly. Listing fees are waived for 90 days for new merchants, thereafter per the merchant agreement.

10. Prohibited conduct

• Submitting false orders, spamming, or evading fees.
• Uploading harmful, illegal or infringing content.
• Attempting to reverse-engineer or scrape the platform beyond fair use.

11. Liability

To the extent permitted by Zambian law, Zonka’s liability is limited to the value of the affected order. We are not liable for indirect losses, merchant service quality, or delays beyond our control.

12. Governing law

These terms are governed by the laws of the Republic of Zambia. Disputes are first subject to negotiation/mediation in Lusaka; courts of Zambia have jurisdiction.