Zambia Express Marketplace

Terms & Conditions

The main rules for using the Zambia Express marketplace, including how buyers, vendors, payments, disputes, and platform use are handled.

Last Updated: April 2026
Applies to Buyers, Vendors, and Visitors

Quick Summary

Zambia Express operates a multi-vendor marketplace. These Terms provide the main framework, while our Privacy Policy, Return & Refund Policy, and Product Listing Policy cover the detailed rules for those areas.

Marketplace modelBuyers & vendors
Detailed returnsSee policy
Governing lawZambia

Important

Agreement to Terms: These Terms & Conditions form the main agreement between you and Zambia Express (“we,” “us,” or “our”) when you access or use the platform. Zambia Express operates a marketplace that connects buyers and vendors, supports payments and customer service workflows, and helps maintain platform safety. If you do not agree to these Terms, please do not use the platform.

Eligibility & Account Registration

Who can use Zambia Express and how accounts are managed.

Eligibility

+

You must be at least 18 years of age, or otherwise legally capable of entering a binding agreement under applicable law, to open an account or place an order.
+

You may use Zambia Express only where access to the platform and the relevant transaction are legally permitted.
+

Zambia Express may restrict or refuse access based on delivery coverage, geography, compliance checks, fraud risk, or business rules.
+

You must provide accurate, current, and complete information during registration and keep it updated at all times.
x

You may not use the platform if you have been previously suspended or banned by Zambia Express.
x

You may not create more than one account without prior written approval from Zambia Express.

Account Security

i

You are solely responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account.
i

You must notify us immediately at support@zambiaexpress.com if you suspect any unauthorised access to your account.
i

Zambia Express is not liable for any loss or damage arising from your failure to protect your account credentials.

Buyer Terms

Your rights and responsibilities when purchasing on the platform.

+

Marketplace Purchases: Zambia Express operates the platform and may support payments, customer service, and dispute handling, but many products are supplied by independent vendors.
+

Order Confirmation: Placing an order is a request to buy. An order is treated as accepted only after it has been confirmed or processed for fulfilment. Zambia Express may decline or cancel orders affected by pricing errors, stock issues, failed verification, or suspected fraud.
+

Accurate Delivery Information: You are responsible for providing correct and complete delivery details, including any address, map-selected delivery point, or other location information required at checkout. Zambia Express is not liable for failed deliveries resulting from inaccurate or incomplete delivery information.
+

Delivery Coverage and Location Validation: Delivery depends on the supported service area, which may be limited to supported Lusaka delivery zones, the selected checkout location, and any applicable zone, distance, or map-based delivery checks. Zambia Express may refuse, limit, or cancel delivery outside the supported area or where a delivery location cannot be validated.
+

Inspection and Prompt Reporting: Please check your order as soon as reasonably possible after delivery and report visible damage, missing items, or obvious errors within the timeframes set out in our Return & Refund Policy.
+

Returns and Refunds: Detailed rules on cancellations, returns, exchanges, and refunds are set out in our Return & Refund Policy, which forms part of these Terms.
x

Abuse of Returns: Fraudulent, abusive, or repetitive return requests may result in your account being restricted or terminated.

Vendor Terms

Obligations for sellers on the Zambia Express marketplace.

+

Vendor Responsibility: Unless Zambia Express is expressly identified as the seller for a particular item, you remain responsible for your own listings, stock, pricing, fulfilment, and compliance obligations.
+

Legal Compliance: You are responsible for ensuring that your products, listings, packaging, fulfilment practices, and any required licences or approvals comply with applicable law and platform policy.
+

Accurate Listings: Product descriptions, images, prices, availability, and specifications must be truthful, current, and not misleading. Detailed listing rules are set out in our Product Listing Policy.
+

Order Fulfilment and After-Sales Support: You must fulfil confirmed orders in line with the timelines shown to the buyer or required by the platform from time to time, and cooperate with Zambia Express on complaints, return reviews, replacements, and refund decisions where required.
+

Tax and Business Obligations: You are responsible for your own taxes, registrations, permits, and any other legal obligations arising from your sales.
+

Verification and Moderation: Zambia Express may request identity, business, or product-related documents and may limit, pause, or remove listings or accounts where verification is incomplete or risks are identified.
x

Prohibited Activities: Vendors must not manipulate prices, submit fake reviews, evade platform fees, or move platform transactions off-site in order to avoid marketplace rules.

Product Listings & Accuracy

Standards all listings must meet.

All product listings on Zambia Express must meet the following standards. Our full Product Listing Policy governs what may and may not be listed and forms part of these Terms.

i

Listings must include accurate titles, descriptions, prices, quantities, product images, and any material information a buyer would reasonably expect before purchase.
i

Prices are displayed in Zambian Kwacha (ZMW) unless otherwise stated. Delivery fees and other charges may be shown separately where applicable.
i

Zambia Express may edit, pause, hide, or remove listings that breach our policies, create buyer confusion, raise compliance concerns, or present platform risk.
i

Obvious pricing, stock, or description errors may be corrected or cancelled before fulfilment. Such errors do not automatically bind Zambia Express or the vendor to complete the sale on the incorrect terms.

Payments & Fees

How transactions and vendor payouts work.

Buyers

i

Payment is due in full at checkout.
i

Accepted methods may include Lipila-supported mobile money options such as MTN, Airtel, or Zamtel, together with any other methods shown at checkout.
i

Delivery fees, where applicable, may depend on the selected location, delivery zone, distance, or other checkout factors and may only be confirmed after the required delivery details are provided.
i

All prices are in Zambian Kwacha.
i

Electronic receipts, payment confirmations, or order acknowledgements may be issued after successful payment or accepted order, as applicable.

Vendors

i

Zambia Express may charge commission, service, listing, or other marketplace fees, as communicated to vendors from time to time.
i

Applicable fees, chargebacks, or approved adjustments may be deducted before payout.
i

Payouts, where enabled, are sent using the vendor payout details approved in the account settings then in force. Timing may vary and can depend on order status, holds, disputes, verification, or operational processing.
i

Zambia Express may delay or withhold payout where there are unresolved disputes, refund exposure, compliance concerns, suspected fraud, or outstanding verification issues.

Returns, Refunds & Disputes

Summary only. Full details are set out in our Return & Refund Policy.

Our Return & Refund Policy governs all return and refund requests and is incorporated into these Terms by reference.

i

Detailed timelines, exclusions, evidence requirements, refund methods, and exchange rules are set out in the Return & Refund Policy.
i

Eligible claims must be reported promptly and within the applicable policy window for the item category and issue reported.
i

All returns and refunds require review and approval through Zambia Express support. Unauthorised returns may be refused.
i

Zambia Express may review evidence, coordinate with the relevant vendor or delivery partner, and determine the appropriate platform outcome for marketplace disputes.
i

Transactions arranged or completed outside the platform are not covered by Zambia Express dispute or refund processes.

Intellectual Property

Ownership of content on the platform.

i

Our Content: The Zambia Express name, branding, platform design, software, and original site content belong to Zambia Express or our licensors and may not be copied or used without permission.
i

Your Content: You keep ownership of content you lawfully upload, but you grant Zambia Express a non-exclusive, royalty-free right to host, display, reproduce, and use that content for operating, moderating, and promoting the marketplace.
i

Third-Party IP: Vendors must ensure that all uploaded content does not infringe any third-party rights.
x

Counterfeit goods and listings that infringe intellectual property rights are strictly prohibited and may result in immediate removal and account termination.

Prohibited Conduct

Actions that are not permitted on the platform.

x

Using the platform for any unlawful purpose or in violation of applicable Zambian laws or regulations.
x

Posting false, misleading, defamatory, fraudulent, or infringing content or product listings.
x

Circumventing the platform to conduct transactions directly with other users in order to avoid fees or obligations.
x

Submitting fake reviews, inflating ratings, or manipulating the platform’s review or ranking systems.
x

Attempting to gain unauthorised access to another user’s account or to platform systems.
x

Using automated tools, bots, or scraping software to access, copy, or collect data from the platform without prior written consent.
x

Harassing, threatening, or abusing other users, vendors, or Zambia Express staff.
x

Engaging in any activity that disrupts, damages, or interferes with the proper functioning of the platform.

Consequences: Depending on the seriousness of the issue, Zambia Express may remove content or listings, limit account functions, suspend or close accounts, delay payouts where permitted, or refer matters to the appropriate authorities.

Limitation of Liability

The extent of our legal responsibility.

i

Marketplace Role: Zambia Express operates the marketplace and related support functions. Unless expressly stated otherwise for a particular item, we are not the manufacturer, importer, warrantor, or direct seller of goods supplied by independent vendors.
i

Vendor Responsibility: Vendors remain primarily responsible for the quality, safety, legality, and accuracy of the products they list and supply through the platform.
i

Service Availability: We work to keep the platform available and secure, but we do not guarantee uninterrupted access or that every listing, message, or transaction will always be error free.
i

Losses: To the extent permitted by law, Zambia Express is not responsible for indirect or consequential loss arising from use of the platform, except where liability cannot legally be excluded.
i

Maximum Liability: Where Zambia Express is directly responsible to you, our aggregate liability will generally not exceed the amount paid to Zambia Express for the relevant order or service giving rise to the claim.

Termination & Suspension

How accounts can be closed or restricted.

By You

You may close your account at any time by contacting our support team. Account closure does not affect any outstanding orders, pending disputes, or financial obligations that already exist.

By Zambia Express

x

Violated any provision of these Terms or our associated policies.
x

Engaged in fraudulent, illegal, or harmful activity.
x

Repeatedly failed to fulfil orders as a vendor or abused the returns process as a buyer.
x

Posed a risk to the safety, integrity, or reputation of the platform or its users.

Effect of Termination: Upon termination, your right to use the platform immediately ceases. Outstanding vendor balances may be withheld pending dispute resolution or investigation. Terms that should naturally survive termination remain in effect.

Governing Law & Dispute Resolution

Which laws apply and how disputes are resolved.

i

Governing Law: These Terms are governed by and construed in accordance with the laws of the Republic of Zambia.
i

Informal Resolution First: Before starting formal proceedings, please contact Zambia Express in good faith through our support channels so that we can review the matter and try to resolve it practically.
i

Jurisdiction: If a dispute cannot be resolved through normal support and internal review, it may be referred to the competent courts of Zambia.

Updates to These Terms

How we notify users when these terms change.

We may revise these Terms from time to time to reflect changes in the platform, our business operations, legal requirements, or related policies. The current version will always be posted on the Zambia Express platform with an updated Last Updated date.

Where changes are material, we may also notify registered users by email, account notice, or other reasonable platform communication. Continued use of the platform after the updated Terms take effect means you accept the revised version.

Related Policies: These Terms should be read together with our Return & Refund Policy, Product Listing Policy, and Privacy Policy. Those documents explain specific operational rules that sit alongside these Terms.

Contact Us

Reach Zambia Express support if you need help understanding these terms or resolving an account issue.

Email
Support Team
support@zambiaexpress.com

WhatsApp
Customer Help
+260 77 111 1071

Support
Availability
Please use email or WhatsApp. Response times may vary.