Terms of Service

1. Acceptance of Terms

By downloading, accessing, or using the Fesy mobile application and website (the "Service"), you agree to be bound by these Terms of Service. If you do not agree to these terms, do not use the Service. Fesy reserves the right to modify these terms at any time. Your continued use indicates acceptance of updated terms.

2. Service Description

Fesy is a delivery platform that connects customers with couriers. We provide technology to facilitate delivery arrangements but do not act as a delivery provider ourselves. Couriers are independent contractors, not employees of Fesy.

3. User Eligibility

To use Fesy, you must:

• Be at least 18 years old
• Reside in Livingstone, Zambia (or our service area)
• Have a valid phone number
• Provide accurate information during registration
• Comply with all applicable laws and regulations

4. User Accounts

4.1 Registration

You are responsible for maintaining the confidentiality of your account credentials. You agree to:

• Provide accurate, complete information
• Keep your password secure
• Notify us immediately of unauthorized access
• Accept all activity under your account

4.2 Account Termination

Fesy may suspend or terminate your account if you:

• Violate these Terms of Service
• Engage in fraud or illegal activity
• Harass or threaten other users
• Provide false information
• Fail to pay owed fees

5. For Customers

5.1 Ordering

When you request a delivery, you agree to:

• Provide accurate pickup and delivery location details
• Describe the package accurately and completely
• Not request delivery of illegal or prohibited items
• Be available or designate someone to receive the package
• Pay the agreed delivery fee

5.2 Prohibited Items

You cannot send items that are:

• Illegal or restricted by law
• Weapons, explosives, or hazardous materials
• Drugs or controlled substances
• Alcohol (in most jurisdictions)
• Stolen property
• Items that could harm others

Fesy reserves the right to refuse delivery of suspicious items.

5.3 Cancellations and Changes

Cancellations made before a courier accepts the order are refunded. Cancellations after acceptance may incur a fee. Changes to delivery details must be communicated immediately.

6. For Couriers

6.1 Courier Agreement

By becoming a Fesy courier, you agree to:

• Pass KYC verification and background check
• Maintain a minimum 4.0 star rating (or be at risk of deactivation)
• Deliver items promptly and professionally
• Handle customer information and packages securely
• Follow traffic laws and safety regulations
• Communicate professionally with customers

6.2 Commission Structure

Couriers earn commissions based on their tier and completed deliveries. Commission rates are:

• Scout Tier: 15% commission per delivery
• Courier Tier: 18% commission per delivery (50+ deliveries, 4.5+ rating)
• Pro Tier: 22% commission per delivery (200+ deliveries, 4.8+ rating)

Fesy may adjust commission rates with 30 days' notice. Tips are paid in full to couriers.

6.3 Vehicle Requirements

Couriers must use safe, roadworthy vehicles. For motorcycles and cars, valid insurance and registration are required. Walking and bicycles are acceptable for light packages.

6.4 Code of Conduct

Couriers must:

• Treat customers with respect
• Maintain professional communication
• Never request payment outside the app
• Never share customer information
• Never abandon deliveries
• Report suspicious activity

7. Payments and Fees

7.1 Pricing

You agree to pay the delivery fee displayed in the app at the time of order. Prices are final unless promotional codes or discounts are applied.

7.2 Payment Methods

We accept credit/debit cards, mobile money, and wallet credits. All payments are processed securely through third-party payment processors.

7.3 Late Fees and Penalties

Late payment or non-payment may result in account suspension, legal action, or referral to collection agencies.

8. Ratings and Reviews

Users must provide honest, factual ratings and reviews. False reviews, abuse, or harassment may result in:

• Review removal
• Account warning or suspension
• Legal action for defamation

Fesy reserves the right to remove reviews that violate these terms.

9. Disputes and Complaints

If you have a dispute regarding a delivery:

1. File a complaint within 24 hours through the app
2. Provide evidence (photos, chat messages, location data)
3. Fesy will investigate within 3-5 business days
4. A determination will be made and communicated
5. You may appeal within 7 days of the decision

10. Limitation of Liability

FESY IS PROVIDED "AS IS" WITHOUT WARRANTIES. FESY IS NOT LIABLE FOR:

• Indirect, incidental, or consequential damages
• Lost profits or data
• Service interruptions or errors
• Third-party conduct or courier actions
• Damage to or loss of packages

FESY's total liability is limited to the amount you paid for the specific delivery.

11. Indemnification

You agree to indemnify and hold harmless Fesy, its employees, and partners from any claims, damages, or losses arising from:

• Your violation of these terms
• Your use of the Service
• Content you provide
• Your violation of applicable laws

12. Intellectual Property

All content, logos, trademarks, and technology on Fesy are owned by Fesy or its licensors. You may not reproduce, modify, or distribute any content without permission.

13. Governing Law

These Terms of Service are governed by the laws of Zambia. Any disputes shall be resolved through arbitration or in the courts of Livingstone, Zambia.

14. Contact Information

For questions about these Terms of Service, contact us at:

• Email: legal@fesy.co.zm
• Phone: +260 xxx xxx xxxx
• Address: Livingstone, Zambia

15. Entire Agreement

These Terms of Service, along with our Privacy Policy, constitute the entire agreement between you and Fesy. Any previous agreements or understandings are superseded.