Terms of Service

These Terms of Service ("Terms") govern your use of the Shop 'Em All mobile application and related services (the "Service") operated by VirtualEdge Systems Limited ("we", "us", "our"), a company incorporated in Zambia and registered with PACRA under Company Reg. No. 120261043636, with its registered office at 460A Off Great North Road, Shimabala, Lusaka.

1. The Service

Shop 'Em All is a commerce and delivery platform that connects customers with local merchants, delivery riders, and transportation services in Lusaka, Zambia. The Service includes:

• Marketplace: Browse and order products from local merchants
• Delivery (Sendr): Last-mile delivery of orders to your location
• DigiMart: Orders from VirtualEdge-operated fulfillment hubs
• YourRide: City mobility and transportation services
• PaySwift: In-app wallet for payments and refunds
• Shop Points: Loyalty rewards program

VirtualEdge Systems acts as a technology platform connecting customers, merchants, riders, and drivers. We are not a retailer, courier company, or transportation provider. Merchants are independent businesses responsible for their own products, pricing, and quality.

2. Account Registration

• You must be at least 18 years of age to create an account
• You must provide a valid Zambian phone number for verification
• You are responsible for maintaining the confidentiality of your account
• You must provide accurate and complete information
• One account per person — duplicate accounts may be suspended
• You must not share your account credentials with others

We reserve the right to suspend or terminate accounts that violate these Terms, engage in fraudulent activity, or are reported for abuse.

3. User Roles

3.1 Customers

As a customer, you may browse merchants, place orders, request rides, earn Shop Points, refer friends, and raise disputes on orders. You are responsible for providing accurate delivery addresses and being available to receive deliveries. Weza, our AI assistant, can help you search, place orders, and manage your account; it acts on your behalf only with your confirmation, and you remain responsible for the instructions you give it.

3.2 Merchants (Business Owners)

As a merchant, you are responsible for the accuracy of your product listings, pricing, stock levels, and the quality of products sold. You must maintain valid business documentation and comply with all applicable Zambian laws and regulations, including food safety and hygiene standards where applicable.

3.3 Riders and Drivers

As a rider or driver, you must maintain valid identification, comply with all traffic laws, and provide professional and courteous service. You are an independent contractor, not an employee of VirtualEdge Systems.

4. Orders and Payments

4.1 Placing Orders

• All prices are displayed in Zambian Kwacha (ZMW) and include applicable taxes unless stated otherwise
• Prices are set by individual merchants and may change without notice
• An order is confirmed only when accepted by the merchant
• We reserve the right to cancel orders in cases of pricing errors, stock unavailability, or suspected fraud

4.2 Payment Methods

We accept the following payment methods:

• Cash on Delivery (COD)
• PaySwift Wallet
• Mobile Money (Airtel Money, MTN MoMo — when available)
• Card Payments (Visa, Mastercard — when available)

Payment processing is handled by our authorized payment partners. We do not store full card numbers on our servers.

4.3 Delivery Fees

Delivery fees are calculated based on the distance between the merchant and your delivery address:

• 0–3 km: K20
• 3–7 km: K25
• 7–12 km: K30
• 12+ km: K35

Additional surcharges may apply during peak hours or adverse weather. Orders above K500 qualify for free delivery. Delivery fees are shown before you confirm your order.

5. Delivery

• Estimated delivery times are provided as guidance and are not guaranteed unless the 30-minute guarantee applies (DigiMart orders within eligible zones)
• You must provide a valid and accessible delivery address
• If you are unavailable to receive your delivery, the rider may wait up to 10 minutes before the order is marked as undeliverable
• Risk of loss and damage passes to you upon delivery

6. YourRide

• YourRide connects you with independent drivers for city transportation
• Fares are calculated based on distance (K15 base + K5/km, minimum K20) and shown before you confirm the ride
• Drivers are independent contractors responsible for their vehicles and compliance with transport regulations
• VirtualEdge Systems is not liable for accidents, injuries, or damages occurring during rides
• You must wear seatbelts where available and comply with the driver's reasonable instructions

7. Refund and Dispute Policy

7.1 Refund Eligibility

• Wrong item delivered: Full refund (automatic)
• Missing items: Partial refund (automatic)
• Order never arrived: Full refund (automatic)
• Late delivery (30-min breach): K10 wallet credit (automatic)
• Customer changed mind: No refund
• Food/quality complaint: At our discretion
• Damaged goods: Full refund (photo evidence required)

7.2 Dispute Process

• Disputes must be raised within 12 hours of delivery
• Refunds under K200 are processed automatically
• Refunds between K200–K500 are processed automatically with an operations review
• Refunds above K500 require operations approval
• All refunds are credited to your PaySwift wallet
• We aim to resolve all disputes within 48 hours

8. Shop Points

• 10 Shop Points = K1 in value
• Minimum redemption: 100 points (K10)
• Points are earned through orders, reviews, and referrals
• Founding Members (first 1,000 users) earn double points for 90 days
• Points have no cash value and cannot be transferred between accounts
• We reserve the right to modify the points program with reasonable notice

9. Referral Program

• Referrer receives 200 Shop Points when their referred user completes their first order
• New user receives 100 Shop Points on their first order
• Self-referrals, fake accounts, or abuse of the referral system will result in account suspension and forfeiture of points

10. Prohibited Conduct

You agree not to:

• Use the Service for any unlawful purpose
• Create multiple accounts or fake accounts
• Abuse the referral or Shop Points programs
• Harass, threaten, or abuse merchants, riders, drivers, or other users
• Submit fraudulent orders, disputes, or refund claims
• Attempt to reverse-engineer, hack, or disrupt the Service
• Use automated systems (bots, scrapers) to access the Service
• Impersonate another person or entity

11. Merchant Terms

• Merchants must maintain accurate stock levels and pricing
• VirtualEdge Systems charges a commission of 8–12% per order
• Merchants with 5+ disputes in 30 days will receive a warning
• Merchants with 10+ disputes in 30 days may face account review or suspension
• Payouts are processed according to the agreed settlement schedule
• Merchants must comply with all applicable Zambian business regulations

12. Rider and Driver Terms

• Riders and drivers are independent contractors, not employees
• You must maintain valid identification and any required permits
• Riders with 3 dispute flags will undergo an operations review
• Earnings are calculated and tracked through the Service
• Shift allowances and delivery earnings are paid according to the agreed schedule
• Cash collected on COD orders must be reported accurately

13. Intellectual Property

The Service, including the Shop 'Em All name, logo, DigiMart, Sendr, YourRide, PaySwift, Weza, Shop Points, and all related branding, software, and content, are the property of VirtualEdge Systems Limited and are protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works without our written permission.

14. Limitation of Liability

• The Service is provided "as is" without warranties of any kind
• We are not liable for the quality, safety, or legality of products sold by merchants
• We are not liable for the actions of riders, drivers, or merchants
• We are not liable for delays caused by traffic, weather, or circumstances beyond our control
• Our total liability for any claim shall not exceed the amount you paid for the specific order or service in question

15. Indemnification

You agree to indemnify and hold harmless VirtualEdge Systems Limited, its directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of the Service or violation of these Terms.

16. Governing Law

These Terms are governed by the laws of the Republic of Zambia. Any disputes arising from these Terms shall be resolved through the courts of Zambia, with Lusaka as the jurisdiction of first instance.

17. Modifications

We may update these Terms from time to time. We will notify you of significant changes through the app or via SMS. Your continued use of the Service after changes constitutes acceptance of the updated Terms.

18. Termination

You may delete your account at any time through the app settings or by contacting us. We may suspend or terminate your account for violation of these Terms. Upon termination, any remaining PaySwift wallet balance (excluding promotional credits) will be refunded to your original payment method where possible.

19. Contact Us

If you have questions about these Terms, please contact us:

• Email: support@virtualedge.ai
• Company: VirtualEdge Systems Limited
• Company Reg. No.: 120261043636
• Registered Office: 460A Off Great North Road, Shimabala, Lusaka, Lusaka Province, Zambia