Zoona Plus Terms and Conditions

Effective date: 25 July 2018

Zoona Transactions International Limited (who holds all Intellectual Property in Zoona Plus) and Zoona Transactions Zambia Limited (“Zoona”, “we”, “us” or “our”) want to protect both you and us, so please read and understand how our product works and what you agree to (the “Terms and Conditions”).

By choosing to use Zoona Plus you agree that you have read, understood and accepted these Terms and Conditions.

1. Definitions

Applicable Laws mean all applicable laws, enactments, regulations, regulatory policies, regulatory guidelines, industry codes and regulatory licenses which are in force in Zambia from time to time, including all applicable anti-money laundering and Know Your Customer (“KYC”) rules and regulations.

Code means the once-off authentication code that is generated by Zoona and sent to you in order to validate that you have the mobile number that was registered in your possession, for example, when you register for Zoona Plus.

Device means a mobile telephone, smartphone, tablet or similar technology.

Recipient means a person who receives money from another person who uses Zoona Plus.

Secret PIN means the four-digit personal identification number that is created by the person each time that he/she sends money to a Recipient.

Zoona Authorized Agent means any individual or corporate entity that has been appointed by Zoona as an independent provider of Zoona Plus service. Agents may change or be updated and we will advise you from time to time.

Zoona Main Balance means a storage facility attached to your Zoona Plus, that allows you to store electronic money on your Device.

Zoona Password means the password that you create when you register for Zoona Plus and which you use to access your Zoona Plus and/or other Zoona products services.

Zoona Plus means the digital channel that you can use to access Zoona’s products and services.

Zoona Wallet means the product which enables you to send money, receive money, and access bill payment services through your Zoona Plus.

2. How do I register for Zoona Plus?

2.1    To register for Zoona Plus you can either visit a Zoona Authorized Agent, dial *321*1# or you can download the Zoona app from the Google Play Store. Where you complete a self-registration, your Zoona Plus might only be activated after interacting with a Zoona Authorized Agent.

2.2    When registering for Zoona Plus, you will be required to provide certain personal information (for example proof of identity, address, gender etc). You will also be required to provide the Know Your Customer (“KYC”) information that we deem necessary in order for us to comply with Applicable Laws. You must always provide accurate and up to date information to us. We reserve the right not to register you for Zoona Plus without this information.

2.3    You can only register for, and use, Zoona Plus in your own capacity (thus, you cannot carry out transactions in the name of another person or on their behalf).

2.4    We reserve our right, without having to provide any reasons, to approve or decline your application for registration.

2.5    You will not be able to register for more than one Zoona Plus.

2.6    We may require that you transfer a minimum amount into your Zoona Plus Main Balance as a condition to complete the registration process. Please refer to annexure “A” attached to these Terms and Conditions.

2.7    Once you are registered, you will be able to use Zoona Plus to access the Zoona Wallet as well as selected savings and credit services which may be made available to you at our sole discretion from time to time

3 Very important security information

The security of your profile and transactions are important to us. Below we list some of the important security provisions that you need to take note of, but you should not regard these as an exhaustive list (thus, there may be more security provisions than those listed below)

3.1     You must keep your Zoona Password secret, do not share this with anyone. Do not share this with friends, family, Zoona employees or agents, tellers or strangers.

3.2     Entering your password on a Zoona Authorized Agent’s device (for example mobile phone) should only be done by you. Do not give or tell the teller, agent or anyone else your Zoona Password when taking money out or putting money into your Zoona Plus Main Balance.

3.3    Immediately log out of Zoona Plus once you complete your transactions in order to prevent unauthorised people from accessing Zoona Plus and do not share your login details (mobile number and password combination) with friends, family, Zoona employees or agents, tellers or strangers.

3.4    When sending money:

3.4.1          the Secret Pin used for these transactions must be kept secret by you and only shared with the person you’re sending the money to. If you give the Secret Pin to someone other than the person you are sending the money to (or someone overhears while you give them the Pin), this person can withdraw the money themselves.

3.4.2          you should take care how (SMS, phone call, Whatsapp, email etc.) you share the Pin with the person you’re sending the money to, making sure that only the person you’re sending the money to has access to the Pin.

 3.5 When receiving money, the Secret Pin used for these transactions must be kept secret and not shared with anyone else. Care needs to be taken when entering this into any Zoona Authorized Agent’s device.

 3.6    When doing a cash-in at a Zoona Authorized Agent, you are advised to carefully check all the details inside the confirmation SMS sent to you for errors.

 3.7    All cash transactions must be processed and completed at a Zoona Authorized Agent.

3.8    Care should be taken when acting on the instruction of persons, or messages, claiming to originate from Zoona (especially when they contacted you first). Should you be uncertain about the authenticity, contact Zoona’s call centre for assistance.

3.9    We will never call you or send you an SMS message to ask you for your Code, your Secret Pin or your Zoona Password. You must educate yourself on how to prevent SIM-swap fraud.

3.10   It is very important that you contact Zoona immediately if you believe your mobile number or password has been compromised or if someone has transferred or may transfer money without your permission.

3.11  Failure to take the above measures, and any other security measures available to you, may result in unauthorised access to your Zoona Plus and the loss or theft of any balances held in your Zoona Plus Main Balance or any linked bank account(s). Zoona will not be held liable, to the extent permitted by law, for any theft, fraud or other loss whatsoever, caused by your failing to protect your Code, Secret Pin and/or Zoona Password and/or other confidential information.

4. How do I cash-in money to Zoona Plus?

4.1    You can cash-in money to your Zoona Plus Main Balance by visiting any Zoona Authorized Agent.

4.2    You can dial *321*1# or visit the Zoona app for detailed instructions.

4.3    You will not earn any interest on money in your Zoona Plus Main Balance.

4.4    You can have a maximum of K10,000 (Ten thousand Kwacha) in your Zoona Main Balance at any one time.

5. How do I cash-out money from Zoona Plus?

5.1    You can cash-out money from your Zoona Plus Main Balance by visiting any Zoona Authorized Agent.

5.2    You can dial *321*1# or visit the Zoona app for detailed instructions.

5.3    To cash-out money you will be required to present adequate proof of identity and positively confirm the transaction reference number, the Secret Pin/Code and the amount.

5.4    Zoona reserves the right to stipulate the maximum amount you can cash-out in one transaction, or over a period, from time to time. Please refer to “annexure A” attached to these Terms and Conditions.

5.5    You cannot cash-out more money than the balance in your Zoona Main Balance

6. Rules around bill payments and prepaid purchases

6.1    You can use Zoona Plus to pay selected bills and/or to purchase selected products, for example airtime.

6.2    Please make sure that you enter the required information correctly as we are not able to stop, change, reverse or refund an instruction for a bill payment or a prepaid purchase once you have confirmed the instruction.

6.3    Do not continue to try to make payments if you are unsure whether a transaction was completed, as we will not be able to reverse or refund such repeat payments and/or purchases.

6.4    The terms and conditions of the service provider you are paying or purchasing from will also apply to the transaction. Please make sure that you understand their terms and conditions before you continue with a payment to them or a purchase from them, as we cannot take any responsibility for any loss you suffer because of the actions of a service provider. For example, Zoona cannot be held liable for any delays in prepaid purchases or bill payments because of the actions or omissions of a service provider.

7. Sending and receiving money via Zoona Plus

7.1    You can send and receive money from/into your Zoona Plus Main Balance by dialling *321*1# or visit the Zoona app or by such other means as Zoona may make available from time to time.

7.2    Zoona Plus may allow you to send to a Recipient’s Zoona Plus Main Balance or to a Recipient’s bank account or even to such other account as Zoona may enable from time to time as well as to cash-out at a Zoona Authorized Agent.

7.3    A Recipient does not need to have a Zoona Plus and one can be created for the Recipient automatically upon transfer.

7.4    When sending money to a Recipient you need to make sure that the information you provide is correct. For example, we cannot take responsibility for any loss you suffer if you made payment to the wrong person by mistake.

7.5    The Recipient will receive an SMS notification on the mobile phone number you provided. We rely on third-party service providers to deliver the SMS notifications and we cannot guarantee that these notifications will arrive on time or at all.

7.6    You cannot send more money to a Recipient than the balance in your Zoona Main Balance (after deducting any applicable charges).

7.7    Zoona reserves the right to stipulate the maximum amount you can send or receive in one transaction, or over a period, from time to time. Please refer to “annexure A” attached to these Terms and Conditions.

7.8    You cannot send a Recipient an amount that will cause him/her to exceed the maximum amount allowed in his/her Zoona Plus Main Balance.

7.9    Zoona may allow you, in its sole discretion, to cancel money sent and be refunded, should a Recipient not complete his/her registration of Zoona Plus after receiving the money or if a Recipient has a dormant profile and the money has not been cashed-out n. Zoona will only consider applications for cancellation made within the first 24 months following the date of payment.

8. Savings and/or Credit services

8.1    Zoona may make the savings and/or credit services of selected service providers available via Zoona Plus from time to time.

8.2    Those service providers are solely responsible for their service to you. The terms and conditions of the service provider will apply to the selected savings and/or credit services. Make sure that you have read and understood those terms and conditions before registering for the services.

9. Is there a history of my past transactions?

9.1    A record of all your transactions will be available in Zoona Plus. The information displayed will tell you if a transaction was successful, is still pending or whether it was reversed. The amounts and a description of the transaction will be displayed.

9.2    You can check your balances at any time by logging in to Zoona Plus.

10. What are the charges?

10.1  We will charge for transactions you make using Zoona Plus from time to time.

10.2  All such charges will be made available to you during the transaction and are also available at any Zoona Authorized Agent.

10.3  All charges may be changed from time to time

11. Cancellation and/or suspension of your Zoona Plus or any transaction

11.1  Zoona reserves the right to restrict, cancel or suspend your Zoona Plus and/or any transaction if:

11.1.1        we suspect that it poses a high risk of money laundering, financing of terrorism, fraud, or any other financial crime where there is a breach of these Terms and Conditions

11.1.2        if required to do so by a subpoena, court order or other binding order of a government or regulatory authority

11.1.3        if we need to carry out further identity verification

11.2  Zoona will make all reasonable efforts to notify you of a restriction, cancellation or suspension, we are prevented from doing so by any legal or regulatory process or requirement, or where doing so may compromise our security and/or risk management procedures.

11.3  When your Zoona Plus is pending cancellation, we will tell you to cash-out any money that remains in your Zoona Plus Main Balance immediately, unless we are required by law or other competent authority to retain the money.

11.4.1 You may close your Zoona Plus by calling customer care toll free and notifying them of your request. Your Zoona Plus will then be deactivated so no more transactions can take place

11.4.2 You accept and acknowledge that, once your Zoona Plus is closed:

11.5.1        you will have no further access to it;

11.5.2        any savings and/or credit services granted to you by with our service partners will automatically terminate (as they require a Zoona Plus Main Balance).

11.6  You understand that your Zoona Plus cannot be closed by us until there is no money remaining in your Zoona Plus Main Balance.

12. Dormant profiles

12.1 If you do not initiate any transactions on Zoona Plus for a continuous period of 12 months and you do not respond to a notice sent to you, we will regard your profile as dormant and unless you cancel your Zoona Plus you will be charged a dormancy fee of K10 (Ten Kwacha) per month thereafter.

12.2 If you do not initiate any transactions on Zoona Plus for a continuous period of 24 months and you do not respond to a notice sent to you, the remaining money in your Zoona Plus Main Balance will be handed over to the Bank of Zambia as required by Applicable Laws.

13. Where does Zoona’s obligation end (limitation of our liability)

13.1 Correct information. Zoona processes transactions on your instructions. We cannot guarantee the identity of any user, Recipient, or other party to a transaction. You alone are responsible for ensuring all transaction details are correct, and you should carefully verify all transaction information prior to submitting transaction instructions to us.

13.2 Service providers. Zoona does not have any control over, or any liability in relation to, the delivery, quality or any other aspect of any goods or services that you may buy from any third party via Zoona Plus. Zoona will have no liability in respect of any service provider’s acts or omissions (what they do or do not do).

13.3 Service availability. While we will do everything we can to provide continuous operations, Zoona does not provide any warranty in relation to the availability of Zoona Plus. Without limiting the generality of the foregoing, we do not guarantee continuous access to Zoona Plus and make no representation that Zoona Plus and/or any products or services offered therein will be available indefinitely or without interruption; or that there will be no delays, failures, errors, omissions or loss of transmitted information. We also make no representations or warranties regarding the amount of time needed to complete processing a transaction, and we cannot be held liable for any losses suffered as a result of a delay. We are not responsible for loss or damage caused due to a technical or other problem (interruption, malfunction, downtime or other failure) that affects the app or a third-party system, or where your personal information or any other data collected through the app is either directly or indirectly lost or damaged because of technical problems, power failures, unlawful acts or harmful computer programs.

13.4 Zoona relies on third party providers for the provision of notifications to you. We cannot guarantee that such notices will be received by you in time or at all. Your failure to receive such notice will not affect the validity of the transaction concluded. We cannot be held liable for any losses that you may incur as a result of your assumption that a transaction was not processed because of a failure to receive the notice.

13.5 Fraud, theft. Zoona will not be held liable, to the extent permitted by law, for any theft, fraud or other loss whatsoever, caused by your failing to protect your Code, Secret Pin and/or Zoona Password and/or other confidential information.

13.6 Insufficient funds. If you do not have enough money to complete a transaction (including any charges for the transaction) Zoona will not process the transaction so you avoid having a negative balance. Zoona shall not liable for any direct or indirect loss resulting from refusing process a transaction due to insufficient funds.

13.7 Because you can only transact once logged in, all your transactions (made in error, fraudulently or incomplete), whether they were done on your phone, tablet or PC (or someone else’s phone, tablet or PC) will be considered to have been performed by you and no-one else. You agree to indemnify us from all claims, losses, damages, costs and expenses howsoever arising in consequence of, or in any way related to us carrying out any and all transaction requests. You indemnify us for all loss or damage that we or any other person may suffer because of your use of Zoona Plus or because you did not fulfil your obligations under these Terms and Conditions.

13.7 Zoona will not be liable to any indirect or consequential damages to you, no matter how they are caused. Except where liability is disclaimed, our liability to you for any loss or damage, non-delivery or non-payment of funds, no matter how caused, will in all cases be limited to the amount of the funds transferred and our fees charges (if any).

14. Sharing and storing of your information

14.1  You warrant that the information you supply to us is not false, misleading, inaccurate or fraudulent. You further warrant that you have the legal capacity to enter into this transaction.

14.2 You expressly permit us to share, record, and use your personal or other information relating to your use of Zoona Plus with the following parties any local or international law enforcement or regulatory or governmental agencies to assist in the prevention, detection, investigation or prosecution of criminal activities or fraud and in compliance with any court order or applicable law.

14.3 We will use any personal information you provide to us in accordance with our privacy policy, which is available on request.

15. General

15.1  We retain exclusive ownership of all right, title and interest in and to Zoona Plus, including all intellectual property rights. You shall not duplicate, reproduce or in any way tamper with the services without our prior written consent.

15.2  You agree that we may use your information to market products, services and special offers from us or other companies that may interest you. We will do this through the Zoona app, by text or email. If you decide that you do not wish to receive this, you can contact us and we will stop.

15.3  We reserve the right to discontinue, make changes to or review Zoona Plus (or any of the services partially or wholly) from time to time in the light of changing market conditions and/or applicable laws.

15.4  If we do not always use all of our rights, it does not mean that we have given them up (waived them).

15.5  We may transfer our rights and obligations under this agreement and our agreements relating to particular services to third parties without first getting consent from you.

15.6  Zambian law will govern these Terms and Conditions.

15.7  Should any part of these Terms and Conditions be declared invalid, illegal or unenforceable by any court of competent jurisdiction, the remaining provisions will remain valid and enforceable.

15.8  This contract cannot be changed or waived through conduct.

16. Where will we send your notices to

16.1 You agree to accept service of all notices, processes and any other communication to you, relating to these Terms and Conditions, via SMS to the phone number registered on your Zoona Plus Main Balance and you hereby confirm this address as your address for service.

17. How these Terms and Conditions will be updated

17.1  Zoona reserves the right to change, modify, add to or remove from portions or the whole of these Terms and Conditions from time to time.

17.2  Changes to these Terms and Conditions will become effective when the changes are posted on Zoona’s website, Zoona app and/or when they are displayed at a Zoona Authorized Agent.

17.3  Zoona reserves the right to notify you of changes or updates to these Terms and Conditions, but we shall have no obligation to do so.

17.4  It will always remain your responsibility to periodically check these Terms and Conditions for changes or updates. For example, if we notified you of changes to these Terms and Conditions in the past, you cannot rely on us having to notify you of all future updates as well.

17.5  If you continue using the Zoona Plus following the posting of changes or updates, you agree that Zoona will be allowed to consider it as your agreement to obey and be bound by the updated/changed Terms and Conditions.

18. How to contact us

18.1 If you have any questions about these Terms and Conditions or Zoona Plus, please contact customer care on 321.

ANNEXURE A

ZOONA PLUS BALANCE LIMITS

Zoona Plus Main Balance

Minimum Balance Maximum Balance
K 0 K 10,000

ZOONA PLUS SEND LIMITS

from Zoona Plus: 1 Transaction

Minimum Amount Maximum Amount
K 1 K 5,000

from Zoona Plus: in 1 Day

Minimum Amount Maximum Amount
K 1 K 10,000

from Zoona Plus: in 1 Month

Minimum Amount Maximum Amount
K 1 K 50,000

from Zoona Plus: in 1 Year

Minimum Amount Maximum Amount
K 1 K 100,000