Effective date: 22 August 2025
Company: Kwela Mall (operated by GeoNova Labs) (“Kwela Mall”, “we”, “our”, “us”)
Platform: www.kwelamall.com and the Kwela Mall mobile apps (the “Platform”).
By accessing or using the Platform, you agree to these Terms & Conditions (“Terms”) and to our other policies referenced here (including the Privacy Policy and Refund & Cancellation Policy). If you do not agree, do not use the Platform.
Eligibility. You must be at least 18 years old (or the age of majority in your jurisdiction). If you use the Platform on behalf of a business, you confirm you are authorised to bind that business.
Kwela Mall is a marketplace that connects customers (“Customers”) with independent merchants (“Merchants”) and delivery partners. We facilitate ordering, payment processing (via third-party processors), and delivery coordination. We are not the seller or manufacturer of items and are not a party to the contract between a Customer and a Merchant.
Merchants are responsible for product descriptions, pricing, availability, quality, compliance, and preparation. Delivery time estimates are approximations and may vary due to prep times, traffic, weather, or access constraints. Images are illustrative and may differ from delivered items.
To order or list products you may need an account. You agree to provide accurate information, keep your credentials secure, and accept responsibility for all activity under your account. We may suspend or terminate accounts for suspected fraud, policy breaches, unlawful activity, or security risks.
Accurate address & access. Provide a complete, safe delivery address and any entry details (gate codes, landmarks, floor, contact number).
Acceptance. If no one is available to receive the order, or access is not possible, the order may be marked delivered or failed and redelivery or cancellation fees may apply.
Proof of delivery. Delivery may require OTP/PIN, signature, or photo confirmation.
Age-restricted items. Where applicable, valid ID may be required on delivery; failure to present may lead to non-delivery and fees.
Risk transfer. Risk passes upon delivery. Please store temperature-sensitive items promptly.
Checkout shows prices, fees (e.g., delivery/service/small-order), discounts, and taxes. Merchants control their prices and availability. Final totals may adjust for substitutions or weight-based items where applicable.
Payments are processed by third-party providers (cards and mobile money where available). By paying, you authorise charges for order totals, adjustments, tips, and applicable fees/taxes. Stored payment details (if enabled) are held by our payment provider(s), not Kwela Mall. Use only payment methods you are authorised to use. Fraud screening may delay or cancel orders.
See our Refund & Cancellation Policy for full rules. Summary:
Customer cancellations are allowed only within stated timeframes (orders already accepted or out for delivery may be non-cancellable).
If an item is unavailable, we may propose substitutions or remove it and adjust the total.
Report missing/incorrect/damaged/late items via the app within the policy window; remedies may include refund, partial credit, or redelivery at our discretion and as permitted by law.
Orders outside service zones may be cancelled with a refund.
If you register as a Merchant or Delivery Partner, additional onboarding and operational terms apply (compliance, service levels, payouts, safety). We may suspend or disable access for policy breaches, unsafe conduct, poor metrics, or verified complaints.
Promotions, vouchers, referrals, and wallet credits are subject to specific terms, expiry, geography/zone limits, and fair-use rules. We may modify, pause, or withdraw promotions where permitted by law.
By submitting reviews, photos, or comments, you grant Kwela Mall a worldwide, non-exclusive, royalty-free licence to use, modify, display, and distribute that content. You are responsible for ensuring your content is lawful, accurate, and does not infringe rights. We may remove content that violates law or policy.
Do not: violate laws; infringe IP/privacy/data rights; post unlawful/defamatory/obscene/harassing content; impersonate others; spam or scrape; upload malware; bypass payments or fees; use the Platform for prohibited items or illegal deliveries; or harvest data without consent. We may investigate and take action (account suspension, content removal, and reporting to authorities).
The Platform and its content are owned by Kwela Mall or licensors and protected by IP laws. We grant a limited, revocable, non-transferable licence to use the Platform for personal or internal business use. You may not copy, modify, distribute, or create derivative works without permission.
The Platform integrates third-party services (e.g., maps, communications, payment processors) governed by their own terms and privacy policies. We are not responsible for third-party sites or services.
Your use of the Platform is also governed by our Privacy Policy. You consent to receive essential service communications (order updates, OTPs, support messages) by SMS, push notifications, email, or calls. You may manage non-essential marketing messages in settings; essential service messages are required to use the Platform.
We may modify, suspend, or discontinue features, zones, or services (including maintenance windows) with or without notice where permitted by law. We are not liable for unavailability due to factors outside our control (e.g., network outages, platform provider issues, force majeure).
To the maximum extent permitted by Zambian law, the Platform and services are provided “as is” and “as available.” We disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, title, and non-infringement. We do not warrant uninterrupted service, precise ETAs, or that products will meet expectations.
To the fullest extent permitted by Zambian law, Kwela Mall and its affiliates, directors, employees, and agents shall not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, data, goodwill, or other intangible losses arising from or related to your use of the Platform, products, services, or these Terms. Our total liability for any claim shall not exceed the greater of (a) the amount paid for the order giving rise to the claim or (b) the equivalent of USD 100 in ZMW. Some laws may not allow certain limits—where they do not, the limits apply to the maximum extent permitted.
You agree to defend, indemnify, and hold harmless Kwela Mall and its affiliates from claims, losses, liabilities, damages, and expenses (including legal fees) arising from your breach of these Terms, misuse of the Platform, submitted content, or violation of law/third-party rights.
We may suspend or terminate access for breach, suspected fraud, unlawful conduct, or security risk. You may stop using the Platform at any time. Sections that by nature survive (IP, payments due, disclaimers, limitations, indemnity, governing law) will continue after termination.
We may update these Terms at any time. Changes take effect when posted on the Platform or when we notify you. Continued use after changes constitutes acceptance.
These Terms are governed by the laws of the Republic of Zambia. You agree to the exclusive jurisdiction of the courts located in Lusaka, Zambia, unless mandatory local consumer law specifies otherwise.
GeoNova Labs (for Kwela Mall Support)
Address: 126 E off Kudu Road, Kabulonga, Lusaka, Zambia
Email: info@geonovalabs.com
Phone/WhatsApp: +260 774 144 321
Website: geonovalabs.com
