Most asked questions
What is Zapp?

ZAPP is One App for Everything! It is more than a digital marketplace where credible sellers connect with their buyers. We are on a mission to give you the best buying experience ever! You can order from your favourite stores and get delivered to home, office or what ever is most convenient for you.

How does Zapp work?

ZAPP delivers product from your favorite merchant to your doorstep. Just simply order from ZAPP App, our rider will pick the product from the merchant and deliver it to you. 

How can I signup as a Customer on ZAPP?

Download the ZAPP App on your mobile. Open the app and click sign up. Enter your Mobile Number and set a password.  Your ZAPP account has been successfully made. Let’s ZAPP!

How can I change my password on ZAPP as a Customer?

Go on to your profile setting and go to change password. You can change your password through here. In case you have forgotten your password click forgot password and follow instructions.

How can I change my profile information as a Customer?

Go on to your profile setting and click the information you want to edit.

What kind of products can I order from ZAPP?

ZAPP will offer products in more than 20 categories! Currently you can order in the categories of Beauty and Care, Grocery, Pharmacy, Fashion, Artisanal, Organic, Bakery, Electronics, Toys and Games, Home lifestyle, Pet Care and Art/Office Supplies.

How can I place an order on ZAPP?

ZAPP has a list of favorite credible merchants from whom you can order. Just simply click the merchant you want to order from, select the products, check out and simply order after confirming your shipping details! 

Can I track my order?

ZAPP gives you live tracking of your order from the moment an order has been placed till it is delivered to you. 

How can I pay for my order?

You can pay for your order through ZAPP Pay, Cash on delivery or Debit/Credit card.

How can I apply for return/refund/exchange for a product?

For return, refund and exchange please visit our link for more details zapp.world/privacy-policy

During Covid-19 is it safe to order? Is ZAPP taking any safety measures?

Yes, it’s safe to order during covid-19. There is no evidence indicating packages or their contents carry any risks. Our team is following standards and guidelines setup by World Health Organization and the local laws of your signup location for the safety of all our stakeholders.

Are there any hidden charges or taxes that I must pay as a Customer?

No. All products on ZAPP are delivered at no additional cost to you since the stated price at checkout includes all taxes. You are not expected to pay any additional charges.


For Merchants
How can I signup as a Merchant on ZAPP?

Currently our membership to Merchants is on an “invite-only” basis. The invite is solely at the discretion of the ZAPP team based on your credibility, brand value and performance.  If you feel your brand must be part of ZAPP, send us your profile at sales@zapp.world for review and our team will get back to you.

How can I change my password on ZAPP as a Merchant?

Go on to your profile setting and go to change password. You can change your password through here. In case you have forgotten your password click forgot password and follow instructions.

How can I change my profile information as a Merchant?

Go on to your profile setting and click the information you want to edit.

What kind of products can I sell on ZAPP?

You can sell all kinds of products which are allowed by your local laws and regulations. Also, we have a list of products which we do not allow you to sell. For more details visit zapp.world/policy.

Are there any hidden charges or taxes that I must pay as a Merchant?

ZAPP does not charge any hidden charges or taxes. Merchant is liable to pay only the amount which has been agreed upon between ZAPP and the merchant in the master agreement.


For Zapp Riders
How can I signup as Zapp Man on ZAPP?

You can join our amazing fleet team by sending in your profile at hiring@zapp.world

How can I change my password on ZAPP as Zapp man?

Go on to your profile setting and go to change password. You can change your password through here. In case you have forgotten your password click forgot password and follow instructions.

We really care about our customers. If you didn´t find the answer you were looking for, just reach out to our customer support. Send us an email at support@zapp.world, we will try to reply to you in one working day.

If you are a merchant contact us at merchant_support@zapp.world

If you are a driver contact us at zappman_support@zapp.world

For marketing and cooperation inquiries send an email to marketing@zapp.world

Finland Pak flag
Zapworld Oy
Business ID: 3134797-1
Tammasaarenkatu 3
support@zapp.world

Pakistan Pak flag
Zapp One Systems Pvt Ltd.
108 Cotton Exchange Building
II Chundrigar Road
Karachi
021-3713-ZAPP
support@zapp.world

Welcome

Zapp and certain ZAPP group companies (“Zapp”, “we”) process personal data of their users of Zapp services (“Zapp App”) and the visitors of the website zapp.world (“Website”).

In this Privacy Statement, the word “Zapp Services” refers jointly to the Website and the Zapp App. In this Privacy Statement, the word “User” or “you” refers jointly to our and our group companies’ customers, representatives and other authorized users of our customer organizations, potential customers and the users of the Zapp Services.

Our Privacy Statement explains, for example, the types of personal data we process, how we process the personal data and how you may exercise your rights as a data subject (e.g. right to object, right of access).

Some of our services might be subject to a separate privacy policy. If a separate privacy policy applies to a particular service, we will post it in connection with the service in question.

This Privacy Statement may be updated from time to time in order to reflect the changes in data processing practices or otherwise. You can find the current version on the Website. We will not make substantial changes to this Privacy Statement or reduce the rights of the Users under this Privacy Statement without providing a notice thereof.

1. DATA CONTROLLER(S)

This Privacy Statement applies to processing of personal data carried out by Zapp.
In relation to the processing of personal data of Users in the below countries, Zapworld Oy and the local ZAPP group company are acting as joint data controllers. This means that Zapworld Oy and the local ZAPP group company together determine the purposes for and means by which personal data is processed. The country-specific joint controllers are listed below:
Zapworld Oy has been appointed responsible for handling all data subject requests and questions relating to the personal data processing of the ZAPP group on behalf of the local joint controllers. In relation to the processing of personal data of Users in other countries than the ones listed above, Zapworld Oy acts as the sole data controller.

2. ZAPP’S CONTACT DETAILS

Name: Zapworld Oy
Business ID: 3134797-1

3. PERSONAL DATA PROCESSED AND SOURCES OF DATA

The personal data collected and processed by us can be divided into two general data categories: User Data and Analytics Data.

User Data

User Data is personal data collected directly from you or from our customer organization on behalf of which you are using the ZAPP Services (“Customer Organization”), as the case may be. We may collect User Data from our Users and Customer Organizations in a variety of ways, including, after conclusion of a service agreement with the Customer Organization or when Users register to the ZAPP Services, subscribe to a newsletter or fill out a form. Further, please note that we also collect details of any transactions and payments you carry out through the ZAPP Services. User Data that is necessary in order to use the ZAPP Services. The following personal data collected and processed by us is necessary in order for a proper performance of the contract between you and us as well as for our legitimate interest whilst fulfilling our contractual obligations towards our Customer Organizations and for the compliance with our legal obligations. After conclusion of the service agreement between us and the Customer Organization, the Customer Organization provides us with your full name and email address.   When you register to the ZAPP Services and create a user account, you need to provide us with the following information: full name telephone number email address  information relating to your payment instrument(s) such as the number of your payment instrument(s) and the expiration date of your payment instrument(s) (required for the purposes of ordering products via the ZAPP Services).

User Data you give us voluntarily

Your user or customer experience may be enhanced by providing us with the following information:  Additional Account Information: a picture delivery address location data (if you consent to the processing of your location data) other information you provide either when creating a user account or later when modifying your account profile Other Information. We may also process other information provided by you voluntarily such as: information you provide when rating our services marketing opt-ins and opt-outs information you provide by phone or in email or chat correspondence with us, including call recordings of your calls with our customer service  In addition to User Data collected from you and the Customer Organization, we process certain personal data third party service providers provide about you.  If you connect or login to your account with Facebook, Facebook shares with us personal information about you such as your profile picture, a sample of your Facebook friends and your Facebook ID. 

Analytics Data

Although we do not normally use Analytics Data to identify you as an individual, you can sometimes be recognized from it, either alone or when combined or linked with User Data. In such situations, Analytics Data can also be considered personal data under applicable laws and we will treat such data as personal data. We may automatically collect the following Analytics Data when you visit or interact with the ZAPP Services: Device Information. We collect the following information relating to the technical device you use when using the ZAPP Services: device and device identification number, device IMEI country IP address browser type and version operating system Internet service providers advertising identifier of your device visitor identifier Usage Information. We collect information on your use of the ZAPP Services, such as: time spent on the ZAPP Services  interaction with the ZAPP Services information on your orders made through the ZAPP Services the URL of the website you visited before and after visiting the ZAPP Services the time and date of your visits to the ZAPP Services the sections of the ZAPP Services you visited the products you searched for while using the ZAPP Services

Cookies

We use various technologies to collect and store Analytics Data and other information when the Users visit the ZAPP Services, including cookies and web beacons. Cookies are small text files sent and saved on your device that allows us to identify visitors of the ZAPP Services and facilitate the use of the ZAPP Services and to create aggregate information of our visitors. This helps us to improve the ZAPP Services and better serve our Users. The cookies will not harm your device or files. We use cookies to tailor the ZAPP Services and the information we provide in accordance with the individual interests of our Users.  The Users may choose to set their web browser to refuse cookies, or to alert when cookies are being sent. For example, the following links provide information on how to adjust the cookie settings on some popular browsers:
Safari
Google Chrome
Internet Explorer
Mozilla Firefox
Microsoft Edge
Please note that some parts of the ZAPP Services may not function properly if use of cookies is refused. A web beacon is a technology that allows identifying readers of websites and emails e.g. for identifying whether an email has been read.

Web Analytics Services

The ZAPP Services use Google Analytics and other web analytics services to compile Analytics Data and reports on visitor usage and to help us improve the ZAPP Services. For an overview of Google Analytics, please visit Google Analytics. It is possible to opt-out of Google Analytics with the following browser add-on tool: Google Analytics opt-out add-on.

Advertising and Visitor Identifiers

The ZAPP Services use pseudonymized identifiers to track and predict your app and service usage and preferences. You can opt-out of the use of these identifiers by changing your operating system settings as follows: Advertising identifiers can be disabled on iOS mobile devices by turning on the Limit Ad Tracking tab (Settings → Privacy → Advertising → Limit Ad Tracking). For an overview and more information on the advertising identifier, please see Apple Advertising and Privacy site. ZAPP visitor identifiers can be disabled on iOS and Android mobile devices by changing your settings (for iOS: Settings → ZAPP → ZAPP settings → Limit Tracking, and for Android: ZAPP application → Profile tab → Settings icon in the top-right corner).

4. PURPOSES AND LEGITIMATE GROUNDS FOR THE PROCESSING OF YOUR PERSONAL DATA
Purposes

There are several purposes of the processing of your personal data by ZAPP: To provide the ZAPP Services and carry out our contractual obligations (legal ground: performance of a contract and legitimate interest) ZAPP processes your personal data to be able to offer the ZAPP Services to you under the contract between you and ZAPP or between Customer Organization and ZAPP.  We use the data for example to handle your payments or any refunds (where applicable) and to provide our partners (the merchants and our couriers) with the information necessary for the preparation or delivery of your order. If you contact our customer service, we will use the information provided by you to answer your questions or solve your complaint.  For our legal obligations (legal ground: compliance with a legal obligation) ZAPP processes data to enable us to administer and fulfil our obligations under law. This includes data processed for complying with our bookkeeping obligations and providing information to relevant authorities such as tax authorities. For claims handling and legal processes (legal ground: legitimate interest) ZAPP may process personal data in relation to claims handling, debt collection and legal processes. We may also process data for the prevention of fraud, misuse of our services and for data, system and network security. For customer communication and marketing (legal ground: legitimate interest) ZAPP processes your personal data to contact you regarding the ZAPP Services and to inform you of changes relating to them. Your personal data are also used for the purposes of marketing the ZAPP Services to you.  For quality improvement and trend analysis (legal ground: legitimate interest) We may also process information about your use of the ZAPP Services to improve the quality of the ZAPP Services e.g. by analyzing any trends in the use of the ZAPP Services. In order to ensure that our services are in line with your needs, personal data can be used for things like customer satisfaction surveys. When possible, we will do this using only aggregated, non-personally identifiable data.

Legal Grounds for Processing

ZAPP processes your personal data to perform our contractual obligations towards you or the Customer Organization and to comply with legal obligations. Furthermore, we process your personal data to pursue our legitimate interest to run, maintain and develop our business and to create and maintain customer relationships. When choosing to use your data on the basis of our legitimate interests, we weigh our own interests against your right to privacy and e.g. provide you with easy to use opt-out from our marketing communications and use pseudonymized or non-personally identifiable data when possible. In some parts of the ZAPP Services, you may be requested to grant your consent for the processing of personal data. In this event, you may withdraw your consent at any time.

5. TRANSFER TO COUNTRIES OUTSIDE FINLAND

ZAPP stores your personal data primarily within Finland . However, we have service providers and operations in several geographical locations. As such, we and our service providers may transfer your personal data to, or access it in, jurisdictions outside Finland or the User’s domicile.  We will take steps to ensure that the Users’ personal data receives an adequate level of protection in the jurisdictions in which they are processed. We provide adequate protection for the transfers of personal data to countries outside of Finland through a series of agreements with our service providers based on the Standard Contractual Clauses or https://ec.europa.eu/info/law/law-topic/data-protection/international-dimension-data-protection/standard-contractual-clauses-scc_en) through other appropriate safeguards, such as the Privacy Shield Framework.  https://www.privacyshield.gov/welcome) More information regarding the transfers of personal data may be obtained by contacting us on any of the addresses indicated above. 

6. RECIPIENTS

We only share your personal data within the organization of ZAPP if and as far as reasonably necessary for the purposes of this Privacy Statement. We do not share your personal data with third parties outside of ZAPP’s organization unless one of the following circumstances applies: For the purposes set out in this Privacy Statement and to authorized service providers To the extent that third parties (such as the merchants which prepare your order, our courier partners who deliver your order and Customer Organization which may pay your order) need access to personal data in order for us to perform the ZAPP Services, we provide such third parties with your data. Furthermore, we may provide your personal data to our affiliates or to authorized service providers who perform services for us (including data storage, accounting, sales and marketing) to process it for us and to payment service providers to process your payments to us. When data is processed by third parties on behalf of ZAPP, ZAPP has taken the appropriate contractual and organizational measures to ensure that your data are processed exclusively for the purposes specified in this Privacy Statement and in accordance with all applicable laws and regulations and subject to our instructions and appropriate obligations of confidentiality and security measures. Please bear in mind that if you provide personal data directly to a third party, such as through a link in the ZAPP Services, the processing is typically based on their policies and standards.

For legal reasons and legal processes
We may share your personal data with third parties outside ZAPP if we have a good-faith belief that access to and use of the personal data is reasonably necessary to: (i) meet any applicable law, regulation, and/or court order; (ii) detect, prevent, or otherwise address fraud, crime, security or technical issues; and/or (iii) protect the interests, properties or safety of ZAPP, the Users or the public as far as in accordance with the law. When possible, we will inform you about such processing.

For other legitimate reasons
If ZAPP is involved in a merger, acquisition or asset sale, we may transfer your personal data to the third party involved. However, we will continue to ensure the confidentiality of all personal data. We will give notice to all the Users concerned when the personal data are transferred or become subject to a different privacy statement.

With your explicit consent
We may share your personal data with third parties outside ZAPP when we have your explicit consent to do so. You have the right to withdraw this consent at all times free of charge by contacting us support@zapp.world.

7. STORAGE PERIOD

ZAPP does not store your personal data longer than is legally permitted and necessary for the purposes of providing the ZAPP Services or the relevant parts thereof. The storage period depends on the nature of the information and on the purposes of processing. The maximum period may therefore vary per use. Most personal data relating to a User’s user account with the ZAPP Services will be deleted after a period of 90 days have lapsed after the User has deleted its user account with the ZAPP Services. Thereafter, a part of the personal data relating to a User’s user account with the ZAPP Services may be stored only as long as such processing is required by law or is reasonably necessary for our legal obligations or legitimate interests such as claims handling, bookkeeping, internal reporting and reconciliation purposes. All personal data relating to a User’s user account with the ZAPP Services will be deleted within a period of 10 years after the User has deleted its user account with the ZAPP Services, with the exception of personal data required in certain rare situations such as legal proceedings. We will store Analytics Data of Users that do not have an account with the ZAPP Services for a period of 90 days.

8. YOUR RIGHTS

Right of access
You have the right to access and be informed about your personal data processed by us. We give you the possibility to view certain data through your user account with the ZAPP Services or request a copy of your personal data.

Right to withdraw consent
In case the processing is based on a consent granted by the User, the User may withdraw the consent at any time free of charge. Withdrawing a consent may lead to fewer possibilities to use the ZAPP Services. The withdrawal of consent does not affect the lawfulness of processing based on consent before its withdrawal.

Right to rectify
You have the right to have incorrect or incomplete personal data we have stored about you corrected or completed by contacting us. You can correct or update some of your personal data through your user account in the ZAPP Services.

Right to erasure
You may also ask us to delete your personal data from our systems. We will comply with such request unless we have a legitimate ground to not delete the data.

Right to object
You may have the right to object to certain use of your personal data if such data are processed for other purposes than necessary for the performance of the ZAPP Services or for compliance with a legal obligation. If you object to the further processing of your personal data, this may lead to fewer possibilities to use the ZAPP Services.

Right to restriction of processing
You may request us to restrict processing of personal data for example when your data erasure, rectification or objection requests are pending and/or when we do not have legitimate grounds to process your data. This may however lead to fewer possibilities to use the ZAPP Services.

Right to data portability
You have the right to receive the personal data you have provided to us yourself in a structured and commonly used format and to independently transmit those data to a third party.

How to use your rights
The abovementioned rights may be used by sending a letter or an e-mail to us on the addresses set out above, including the following information: the full name, address, e-mail address and a phone number. We may request the provision of additional information necessary to confirm the identity of the User. We may reject or charge requests that are unreasonably repetitive, excessive or manifestly unfounded.

9. DIRECT MARKETING

The User has the right to prohibit us from using the User’s personal data for direct marketing purposes, market research and profiling made for direct marketing purposes by contacting us on the addresses indicated above or by using the functionalities of the ZAPP Services or the unsubscribe possibility offered in connection with any direct marketing messages.

10. LODGING A COMPLAINT

In case the User considers our processing of personal data to be inconsistent with the applicable data protection laws, the User may lodge a complaint with the local supervisory authority for data protection in Finland, the Data Protection Ombudsman (https://tietosuoja.fi/etusivu). Alternatively, the User may lodge a complaint with the local supervisory authority for data protection of the User’s country of domicile.

11. INFORMATION SECURITY

We use administrative, organizational, technical, and physical safeguards to protect the personal data we collect and process. Measures include for example, where appropriate, encryption, pseudonymization, firewalls, secure facilities and access right systems. Our security controls are designed to maintain an appropriate level of data confidentiality, integrity, availability, resilience and ability to restore the data. We regularly test the ZAPP Services, systems, and other assets for security vulnerabilities. Should despite of the security measures, a security breach occur that is likely to have negative effects to the privacy of the Users, we will inform the relevant Users and other affected parties, as well as relevant authorities when required by applicable data protection laws, about the breach as soon as possible.

Last updated 24.11.2020

In order for your visit to ZAPP to be attractive and to allow some features to be used, we use so-called cookies on various pages. Cookies are small text files that are stored in your browser. Some of the cookies we use are deleted after the end of your browser session, i.e. after you close the browser. Other cookies remain in your browser and allow us to recognize your browser on your next visit (permanent cookies). You can configure your browser to know how to set cookies and decide individually whether or not to accept them for specific occasions or in general. Not accepting cookies may limit the functionality of our site.

We classify the cookies we use into three categories:

  • Required cookies
  • Functional cookies
  • Personalization cookies

Below you will find more information about your choices as well as a detailed list of cookies we use.

The required cookies are necessary to navigate our site and use its features. Without the use of these cookies, the proper functioning of our site is not guaranteed (e.g. text input) when browsing the pages of the website. In addition, they are cookies that collect information about how visitors use our site, for example, which pages they visit more often and if they receive error messages. They also allow our site to remember your choices, such as language or area, to provide improved features. They are also used to store information about the consent option where required. No action is required from you to activate them.

Functional cookies allow us to continuously improve the services we offer, collecting and analyzing information about our website traffic. They can also be used to send ads and bids or to measure the effectiveness of our ad campaigns. So they give us the opportunity to suggest and help you find what you are looking for. This category also include cookies from third parties.

Personalization cookies are used to create tailor-made content for you to give you the best possible ZAPP experience.

Objection to the use of cookies
If you do not want us to collect and analyze information about your visit, you can opt-out at any time for the future. For the technical implementation, an exception cookie will be set in your browser. This cookie is solely intended to map your objection. Please note that for technical reasons the opt-out cookie can only be used for the specific browser from which it is set. If you delete cookies or use a different browser or device, you will need to repeat this process.

Zapworld Oy, a company incorporated under the laws of Finland (“Zapp”) welcomes you to the ZAPP app, that can be accessed, by the end consumers (“Consumers”), through the mobile phone application (“Zapp Consumer Platform”)

These terms and conditions (“Terms”) shall govern your use of the Zapp Consumer Platform. Your use of the Zapp Consumer Platform shall be an indication of your consent to be bound by the Terms in respect of the use of, directly or indirectly, the Zapp Consumer Platform. Therefore, Zapp advises you to read the Terms carefully before using the Zapp Consumer Platform.

Please note that the Terms have been divided into five parts:

  1. Those pertaining to the Zapp Consumer Platform;
  2. Those governing the relationship between you and the merchants that have listed their goods and / or services (“Goods” or “Services” or “Goods / Services”) onto the Zapp Consumer Platform for you to purchase (“Merchants”);
  3. Your obligations / duties in relation to use of the Zapp Consumer Platform;
  4. Terms in respect of the orders and other related matters; and
  5. Those governing the relationship between ZAPP and you.
A. Zapp Consumer Platform

a. License to Access

ZAPP grants you a royalty free, non-exclusive, non-transferable, non-sub-licensable, revocable, limited license (“License”) for the use of the Zapp Consumer Platform so long as the following list of conditions are met at all times:

  1. compliance with the Terms;
  2. compliance with Terms regarding the intellectual property (“IP”) rights as provided in Clause C(b) below;
  3. ensuring the use is kept solely to unrestricted activities in line with Clause C(a);
  4. ensuring that the use is personal and not for a third-party (unless otherwise prior written permission is granted by ZAPP) or for a commercial purpose (such as the resale of Goods / Services to third parties);
  5. ensuring that only one (01) account per Computerized National Identity Card (“Principal Identity”) against which a subscriber identity module card (“SIM Card”) as verified by Zapp is created by you on the Zapp Consumer Platform and unauthorized access is not provided to such account by you to any third party, provided that if other SIM Cards have been issued on the basis of the Principal Identity, then upto five (05) accounts may be created including the one created against the Principal Identity;
  6. ensuring that the use is made for legally permissible activities; and
  7. compliance with such other conditions that may be communicated to you by ZAPP.

Failure to comply with the aforementioned conditions shall render your License revoked and will entitle ZAPP to close / delete your account with no recourse available to you either against ZAPP or the Merchants, cancellation of ongoing / existing orders, deletion of the entire history of your activities on the Zapp Consumer Platform and granting ZAPP the right to pursue a legal action against you in circumstances that ZAPP considers appropriate in its sole discretion.

2. ZAPP shall reserve and retain all rights in regard to the Zapp Consumer Platform that are not expressly granted to you by these Terms.

b. Your Account

1. In order to use the Zapp Consumer Platform, you will need to register and set up your account (“Account”) on the Zapp Consumer Platform. In so doing the above, you undertake to provide correct and up-to-date information about yourself.

2. You will be responsible for keeping your login details and related private information, to the Zapp Consumer Platform, confidential and thereby not permitting any unauthorized access from your Account. Where you believe or have a reason to believe that the access to your Account is compromised, you will take all actions necessary to either update your login details or delete your account. If you are unable to do the aforementioned, you will intimate ZAPP as soon as possible (“Intimation”). All activities from your Account, unless ZAPP has received an Intimation from you, shall be considered activities undertaken by you.

3. ZAPP reserves the right to suspend, block and / or delete your Account without providing you any reason for doing so where it has a reason to believe that the Account is being used in violation of the Terms.

4. ZAPP shall store, handle and share data as per its Privacy Policy. For the purposes of this Clause, “data” is:

  1. the information you provide when registering onto the Zapp Consumer Platform;
  2. other related private information;
  3. the orders you place;
  4. the instructions you provide to the Merchants, the riders that deliver your Goods / Services, whether they work for ZAPP (“ZAPP Riders”) or any other legal person(s) or agents / third parties appointed by ZAPP (“Other Riders”) (ZAPP Riders and Other Riders are hereinafter collectively referred to as the “Riders”);
  5. the data generated and stored through your use of the Zapp Consumer Platform; and
  6. such other information that ZAPP, at its sole discretion, considers it to fall under the word data
C. Consumer Duties / Obligations

a. Restrictions

1. By entering, registering onto and making use of the Zapp Consumer Platform, subject to these Terms, you understand and acknowledge that Zapp Consumer Platform perform an intermediary function between you and the Merchants. The purpose of Zapp Consumer Platform is to bring competent and willing parties (Consumers and Merchants) onto its platform and facilitate a contract of sale between the two.

2. ZAPP is not responsible nor shall be held responsible for the issues concerning the price quoted of certain Goods / Services by a Merchant, quality of the Goods / Services received, the quantity, fitness for use, specifications, warranties and other ancillary matters. The only recourse available to you in the aforementioned instances shall be against the Merchant(s).

3. Zapp Consumer Platform, as mentioned above, are only intermediary platforms therefore ZAPP shall not be held responsible for inaccuracies in the product description of the Goods / Services on the Zapp Consumer Platform and / or if the Goods / Services received by you do not conform to the description provided against the same on the Zapp Consumer Platform. ZAPP does not examine or inspect the Goods / Services offered by the Merchants on the Zapp Consumer Platform and disclaims any responsibility or liability in regard to not carrying out such examination or inspection.

4. By entering, registering onto and making use of the Zapp Consumer Platform, you hereby accept that you have taken a conscious, objective and prudent decision to make use of the Zapp Consumer Platform and enter into a contract with the Merchants without having any recourse to ZAPP in the case of a dispute of whatsoever nature with the Merchant(s)in respect of the Goods / Services.

5. From the moment the Other Riders have collected the Goods, ZAPP shall be free from any claim arising due to mishaps in the delivery process, the liability, in which case, shall be of such Other Riders or the Merchants, where such Other Riders work for the Merchants. Notwithstanding the above, ZAPP shall be responsible for the gross negligence or willful default of the ZAPP Riders.

6. The listing of Merchants, listing of Goods / Services and provision of website links or other contact details of the Merchants or other businesses on the Zapp Consumer Platform shall at no time be treated as ZAPP’s endorsement of either the Merchants, the Goods / Services. In the event of your dispute with the aforementioned parties, your legal action shall be subject to the terms and conditions of such parties.

B. Relationship between Consumers and Merchants

ZAPP as Intermediary

By entering and registering onto the Zapp Consumer Platform you undertake that you shall not do the following when using the Zapp Consumer Platform whether directly or indirectly

  1. misrepresent about your actual age when registering onto the Zapp Consumer Platform or use the Zapp Consumer Platform without the supervision and control of a guardian where you are underage and registered as a minor
  2. create more than one (01) account on the Zapp Consumer Platform per Principal Identity against which a SIM Card, as verified by Zapp, is issued provided that if other SIM Cards have been issued on the basis of the Principal Identity, then no more than five (05) accounts per Principal Identity be created, obtain unauthorized access to the Zapp Consumer Platform, provide unauthorized access to any other person of your Account, gain unauthorized access to another Account while your own Account is suspended and / or impersonate another person through your Account;
  3. use Zapp Consumer Platform for commercial purposes and / or for the resale of the Goods / Services purchased from the Merchants off the Zapp Consumer Platform;
  4. use your Account for an entity or a third party without obtaining prior approval from ZAPP;
  5. use your Account in violation of the local, national and EU regulations, rules and orders;
  6. fail to pay the amount outstanding in your Account;
  7. post, comment and correspond with the Merchants, Riders or with anyone at any place on the Zapp Consumer Platform in the manner that is unlawful, demeaning, derogatory, discriminatory, that qualifies as harassment or cyber-bullying, threatening, defamatory, or slanderous as is identified by ZAPP itself or through complaints received by ZAPP against you or post / comment political and religious things;
  8. post private and personal information of others without their consent anywhere on the Zapp Consumer Platform;
  9. tamper with the feedback mechanism by making false, misleading and unsubstantiated claims against the Merchants or Goods / Services;
  10. post spam, promotional and irrelevant material anywhere on the Zapp Consumer Platform;
  11. use mining tools or other automated means to harvest or collect data of other Consumers of the Zapp Consumer Platform, Merchants or Riders without their consent;
  12. incite and encourage others to engage in acts that are in violation of the Terms;
  13. cancel an order on the Zapp Consumer Platform after the Merchant has accepted and dispatched the order or provided the Services;
  14. refuse to pay the Riders in respect of the order after receiving the same at your doorstep; and
  15. file a claim for refund after using the Goods or Services.

b. Intellectual Property

  1. By registering onto the Zapp Consumer Platform you undertake not to infringe and take all reasonable steps to prevent infringement of the IP rights associated with the Zapp Consumer Platform and IP rights of associated softwares, ZAPP, Merchants, Riders and all other persons’ content and material existing and / or posted at any time on the Zapp Consumer Platform.
  2. You acknowledge that the IP rights to ZAPP’s logos, name, catchphrases, advertisement and promotional material, website / apps, music, sound, selection arrangement, graphics, button icons, and everything posted on the Zapp Consumer Platform vest in ZAPP, save for the pictures of the Goods / Services (except those that are taken by ZAPP), description of the Goods / Services, Merchants’ names, logos and other detail related to the Goods / Services, the IP rights of which shall vest with the respective Merchants.
  3. Any content you upload onto the Zapp Consumer Platform shall be considered non-confidential and non-proprietary and may be published openly by ZAPP and you acknowledge that in so doing the aforementioned, ZAPP is not infringing your IP rights in respect of the content so posted.
  4. You shall avoid infringing the IP rights in respect of everything that is available on the Zapp Consumer Platform, whether belonging to ZAPP or the Merchant, by posting or addressing it on any platform that is not a Zapp Consumer Platform.
  5. ZAPP may disclose your identity to any third party that claims certain content posted or uploaded by you on the Zapp Consumer Platform constitutes a violation of its IP rights, confidentiality or such other rights in line with EU regulations.
  6. ZAPP has the right to remove any content you post on the Zapp Consumer Platform for any reason and also if it is not in compliance with the Terms and EU laws.
D. Orders

a. Pricing

  1. The prices quoted / listed on the Zapp Consumer Platform are so quoted / listed accurately at the time of publishing.
  2. Zapp shall not be responsible for a other vendors quoting / charging a different price for any of the Goods / Services on the Zapp Consumer Platform than the Zapp quoted price / charging at any platform other than the Zapp Consumer Platform, Merchant’s own website / mobile phone application or at any of the physical stores.
  3. You understand and acknowledge the following
  • the Merchant reserves the right to change / modify the prices of the Goods / Services at any time and Zapp may equally adjust pricing to reflect any changes from its merchant partners;
  • it is possible for prices of Goods / Services to change from the time when it is selected to the time Goods / Services are paid for;
  • the price you actually pay for Goods / Services can be different from the price quoted / listed due to inclusion of various components such as: taxes; delivery charges (“Delivery Charges”); and / or by applying the discount or other promotional vouchers (if any offered by ZAPP or the Merchants on their Goods / Services on the Zapp Consumer Platform).

b. Payment Methods

You may choose from the following payment methods in order to pay for the Goods / Services purchased from the Zapp Consumer Platform

  1. payment via account to account (a2a open banking PSD2), your debit / credit card issued by a banking company or a financial institution, (“Bank Card”) on the Zapp Consumer Platform;
  2. from the balance in the digital wallet available on your Account (“Zapp Pay”) which is credited either by the Rider when you make an excess payment to the Rider and you choose to not receive the remainder back or by you depositing money in your Zapp Wallet through online transactions; or (ii and iv shall hereinafter be collectively referred to as “Electronic Means”)
  3. such other payment method Zapp introduces in the future from time to time.
  4. When making a payment through your Bank Card, you must ensure that you have sufficient funds available in your bank account for the payment to be processed. The Rider shall not pass on the possession of the Good if the same have not been paid for. Where you mistakenly receive delivery of the Goods / Services that you have not paid for, you shall be obliged to return those Goods / Services back to the Merchant.
  5. Whenever you purchase Goods / Services marked as returnable items (“Returnables”), you shall be entitled to, upon delivery, to have an opportunity to examine and inspect such Goods / Services. If you have instead paid for the Returnables through Electronic Means, your payment shall transfer to and be retained in an escrow account (“Escrow”) established by Zapp for such Goods / Services until after you have had an opportunity not exceeding twelve (12) hours from the time it is delivered to you, to examine and inspect the said Goods / Services, which is when Zapp shall pay the Merchant from the amount in the Escrow. In the event of any dispute between you and the Merchant concerning the payment for the Returnables, Zapp shall investigate the matter and causes of dispute between you and the Merchant to arrive at an amicable solution.
  6. For the return policy Zapp will apply the country’s laws based on applicable item category’s.
  7. Your payment will be processed upon order.

c. Taxes

Taxes shall be levied and payable as per the applicable relevant laws of the country you are using the app.

d. Cancellation

  1. Upon having an opportunity to examine and inspect the Returnables, you shall be entitled to refuse the delivery of the Returnables where those do not match the description or the condition that was promised on the Zapp Consumer Platform by the Merchant.
  2. In the case of Goods / Services that are not Returnables, you are also entitled to refuse to pay if you do not receive the Goods / Services you have ordered, or take possession of the Goods or accept the Services if the Goods / Services so ordered, upon delivery, do not match the description or the condition that was promised on the Zapp Consumer Platform by the Merchant.
  3. You shall not be allowed to refuse the delivery of the perishable items

e. Refunds

  1. You shall be entitled to a refund of your payment in the Escrow in respect of the purchase of Goods from the Zapp Consumer Platform in the event that you do not intend to take possession of such Goods after having examined / inspected the same upon deliver

f. Delivery

  1. You will have to provide a valid address for delivery in the region to take place and the transaction to conclude.
  2. You understand and acknowledge that the Delivery Charges are subject to the distance that needs to be covered in order to complete the delivery from the Merchant to your address.
  3. It is intended that you receive your order as soon as possible, however the order may be delayed or may fail to be delivered in the following instances:
  • you respond / confirm late to the Merchant for any variation that the Merchant proposes as a result of insufficiency and unavailability of the Goods / Services so ordered;
  • provision of wrong / inaccurate address for delivery;
  • no one is available at the address the delivery is supposed to be made
  • you are unreachable when the Rider tries to contact you;
  • security concerns at the time and at the location the delivery is to be made;
  • the occurrence of Force Majeure (acts of God, flood, tempest, epidemics, terrorism, civil commotion, strikes, lock outs and other events outside the control of ZAPP and / or the Merchant); and
  • technical issues with the Zapp Consumer Platform or those faced by the Merchant or the Rider.

g. Modification of the Order

  1. The Merchants have the right to reject your order if they are, for any reason, unavailable to process and have your order dispatched to your address.
  2. The Merchants have the right to propose modification (“Modification”) of your order if they have unavailability or insufficiency of the Goods / Services ordered. However, you also reserve the right to reject such Modification. The act of Modification and you accepting / rejecting such Modification shall take place on the Zapp Consumer Platform.
  3. You are entitled to refuse delivery of the order following Modification if the same was never confirmed by you on the Zapp Consumer Platform.

h. Vouchers, Discounts and Promotions

  1. ZAPP may introduce on the Zapp Consumer Platform, at any time, vouchers, discounts or promotional offers (hereinafter collectively referred to as the “ZAPP Offers”), which shall be subject to such terms and conditions attached to such ZAPP Offers.
  2. Merchants may introduce on the Zapp Consumer Platform, at any time, vouchers, discounts or promotional offers on their respective Goods / Services (hereinafter collectively referred to as the “Merchant Offers”), which shall be subject to such terms and conditions attached to such Merchant Offers. Merchants may introduce on the Zapp Consumer Platform, at any time, vouchers, discounts or promotional offers on their respective Goods / Services (hereinafter collectively referred to as the “Merchant Offers”), which shall be subject to such terms and conditions attached to such Merchant Offers.
  3. Unless otherwise specified, one Offer may not be used in conjunction with another Offer, nor be exchanged for cash.
  4. The ZAPP Offers, unless otherwise specified, shall only apply to those Merchants and / or Goods / Services so specified in the terms and conditions attached to such ZAPP Offers.
  5. The Merchant Offers, unless otherwise specified, shall only apply to the Goods / Services so specified in the terms and conditions attached to such Merchant Offers.
E. Relationship between you and ZAPP

a. Representations and warranties

  1. You understand and acknowledge that all information, content, data and material made available on the Zapp Consumer Platform is on an “as is” or “as available” basis and that your reliance on the same and your use of the Zapp Consumer Platform shall be at your own risk. ZAPP excludes any representation or warranty that the Zapp Consumer Platform shall be error free or without interruptions
  2. The contents of Clause B, sub clauses 2, 3, 4 and 5 are reiterated and repeated herein
  3. You represent and warrant that you will not hold ZAPP responsible for any and all of your grievances against the Merchants regarding the Goods / Services so delivered to you or the Riders in respect of their delivery process.
  4. ZAPP shall not be held responsible for the temporary unavailability of the Zapp Consumer Platform due to rare occurrences of technical glitches, routine and scheduled system maintenance and / or break down of the servers.

b. Amendment to the Terms

You acknowledge and understand that ZAPP may, at any time, amend these Terms so as to delete, modify or add new terms and conditions to these Terms (“Amendment”) and you agree to check the Zapp Consumer Platform regularly if any Amendments have been made and shall not hold ZAPP and / or their directors, officers, employees, affiliates, licensors, licensees, contractors, representatives, partners and agents, Merchants and Riders responsible for damage or losses incurred or inconvenience caused to you as a result of the Amendments

b. Indemnity

  1. To the greatest extent permitted by law, in no event will ZAPP and / or their directors, officers, employees, affiliates, licensors, licensees, contractors, representatives, partners and agents be held liable for any liabilities or losses (including indirect loss) or consequential damages whether based on contract, tort or any other legal theory, arising as a result of your use of the Zapp Consumer Platform and / or due to your breach of these Terms. You shall be obliged to assist ZAPP in the handling of any claim and indemnify ZAPP in respect of any and all the liabilities, damages, costs and legal fees (if applicable) which ZAPP, in its sole discretion, shall be entitled to settle, or otherwise deal with.
  2. You hereby agree to release ZAPP and / or their directors, officers, employees, affiliates, licensors, licensees, contractors, representatives, partners and agents for any non-performance or negligence on the part of the Merchants and / or Other Riders.
  3. The aforementioned provisions, as well as the provisions relating to indemnities, IP rights and confidentiality, accrued rights or obligations shall survive the suspension, blocking or deletion of your Account.

c. Termination

  1. You and ZAPP have a right to terminate your access to the Zapp Consumer Platform at any time (“Termination”). Should you wish to not be bound by the Terms (save for those that survive the Termination) anymore, you can delete your Account at any time. Where ZAPP blocks and / or deletes your Account, that will be considered Termination and you shall not be bound by the Terms of the Zapp Consumer Platform anymore except for those terms and conditions that survive the Termination.
  2. Where you are found in violation of the Terms hereof, your Account shall be deleted and access to the Zapp Consumer Platform shall be revoked.
  3. All the parties subject to these Terms shall continue to be responsible for any accrued rights and obligations arising before the Termination.
  4. You release and shall not hold responsible the ZAPP and / or their directors, officers, employees, affiliates, licensors, licensees, contractors representatives, partners and agents for any loss(es) that you may incur as a result of the Termination.

d. Waiver

The waiver of any breach or failure to enforce any of the Terms by ZAPP shall not in any way affect, limit or waive ZAPP’s right at any time to enforce strict compliance with every Term hereof.

e. Severability

Should any provision of these Terms be determined to be invalid or unenforceable under any law, rule, or regulation, such determination will not affect the validity or enforceability of any other provision of these Terms.

f. Legal Disputes

These Terms and any non-contractual obligations arising or matters from it or its performance are governed by the law where the app is active and the competent courts at that country shall have exclusive jurisdiction to hear any dispute or controversy arising hereunder

g. Force Majeure

ZAPP shall not be in breach of these Terms nor liable for delay in performing, or failure to perform, any of ZAPP’s obligations under these Terms if such delay or failure result from Force Majeure (acts of God, flood, tempest, epidemics, terrorism, civil commotion, strikes, lock outs and other events outside the control of Zapp and / or the Merchant

h. Correspondence

  1. If you wish to communicate with ZAPP regarding your complaints, suggestions or feedback, you can speak with ZAPP at any time by messaging on the chat options available in the Zapp Consumer Platform, filling out the feedback form or by emailing on ZAPP’s email address at support@zapp.world.
  2. You will be required to provide your contact number and / or your email address in order to communicate with us. Every time you correspond with us, in any of the aforementioned means, you shall be issued a reference number to quote for further correspondence on the same subject.