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 and delivery riders 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 fulfilment hubs
• PaySwift: In-app wallet for payments and refunds
• Shop Points and the Charter: Loyalty and Charter rewards
• Weza: An AI assistant that helps you search and order

YourRide (city mobility) is a forthcoming service and is not yet available. Terms specific to YourRide will apply when it launches.

VirtualEdge Systems acts as a technology platform connecting customers, merchants, and riders. We are not a retailer or courier company. 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, 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, build an order, and manage your account. Weza acts on your behalf only with your confirmation — it will never complete a payment without you approving it — 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

As a rider, 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 authorised 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, and are shown to you before you confirm your order. Additional surcharges may apply during peak hours or adverse weather. Where an order qualifies for free delivery, this will be shown before you confirm. The delivery fee for any order is always displayed before you confirm it.

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. Refund and Dispute Policy

6.1 How Refunds Are Paid

6.2 Refund Eligibility

You may raise a dispute on an order in the following circumstances:

• Wrong item delivered: Refund
• Missing items: Refund
• Order never arrived: Refund
• Damaged goods: Refund (photo evidence required)
• Late delivery (30-minute guarantee breach, where applicable): Wallet credit
• Customer changed mind: No refund
• Food or quality complaint: Assessed on a case-by-case basis

Where more than one issue is raised on the same order, the total refunded will not exceed the amount you paid for that order. An order is refunded once; a resolved dispute does not entitle you to a second refund on the same order. We only refund orders that were actually paid.

6.3 Dispute Process

• Disputes must be raised within the dispute window shown in the app after delivery
• Lower-value disputes may be resolved automatically
• Higher-value disputes are reviewed by our operations team before a refund is issued
• Where a refund cannot be issued automatically, your report is sent for review, and you will be notified of the outcome
• We aim to resolve all disputes within 24–48 hours

7. Shop Points and the Charter

7.1 Shop Points

• Shop Points (SP) have a value of 1 SP = K10 when redeemed
• Shop Points can be redeemed only against the value of an order. Shop Points cannot be withdrawn as cash, transferred to your wallet as cash, or transferred between accounts.
• Shop Points are earned through the referral programme and Charter milestones (see below). Shop Points are not earned on ordinary orders.
• We reserve the right to modify the Shop Points programme with reasonable notice

7.2 The Referral Programme

• You earn 2 Shop Points for each person you invite whose first order is at least K250 and is successfully delivered
• Referral rewards are credited only after the referred order has been delivered and any refund window has passed
• Referral rewards are available to all users and are not limited to Charter members
• Self-referrals, fake accounts, or abuse of the referral programme will result in account suspension and forfeiture of Shop Points

7.3 The Charter

• The Charter comprises 1,000 permanent Charter places
• You earn a Charter place by reaching 5 qualifying referrals (as defined in 7.2), while places remain
• Charter places are limited to the first 1,000 users to reach the threshold. If all places are filled, you continue to earn referral Shop Points but do not receive a Charter place
• Charter members receive a permanent Charter status, early access to new features, priority support, and a one-time Shop Points welcome grant, among other benefits described in the app
• We reserve the right to modify Charter benefits with reasonable notice, save for the permanent Charter status itself

8. 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 programmes
• Harass, threaten, or abuse merchants, riders, 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

9. Merchant Terms

• Merchants must maintain accurate stock levels and pricing
• VirtualEdge Systems charges a commission on each order. The applicable commission rate is set out in your merchant agreement
• Merchants with 5 or more disputes in 30 days may receive a warning; merchants with 10 or more may face account review or suspension
• Payouts are processed according to the agreed settlement schedule
• Merchants must comply with all applicable Zambian business regulations

10. Rider Terms

• Riders are independent contractors, not employees
• You must maintain valid identification and any required permits
• Riders with repeated 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

11. Intellectual Property

The Service, including the Shop 'Em All name, logo, DigiMart, Sendr, PaySwift, Weza, Shop Points, the Charter, 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.

12. 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 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 in question

13. 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.

14. 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.

15. 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.

16. 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 Shop wallet. Refunds are wallet-only: we do not return funds to a card, bank account, or mobile-money account.

17. 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