Terms and Conditions

1. Introduction and Acceptance

1.1 About Zane

Zane Services Limited ("Zane", "we", "our" or "us") is a technology company developing and operating a digital ecosystem designed to connect individuals, businesses, service providers and institutions through integrated digital platforms.

The Zane ecosystem provides or intends to provide services across mobility, payments, delivery, commerce and business technology.

These Master Terms and Conditions ("Terms") govern access to and use of Zane's applications, websites, platforms, products and related services.

1.2 Acceptance of Terms

By registering an account, accessing, downloading or using any Zane service, you agree to be bound by these Terms and the applicable service-specific conditions.

If you do not agree with these Terms, you must not access or use the relevant Zane service.

Where applicable law requires specific consent or agreement, Zane will obtain such consent separately.

1.3 Eligibility

To use Zane services, you must:

• Have the legal capacity to enter into a binding agreement.

• Meet the minimum age requirements applicable to the relevant service.

• Provide accurate and complete registration information.

• Comply with applicable laws and regulations.

• Not be prohibited from using the service under any applicable law or regulatory requirement.

Certain services, particularly financial services, may be subject to additional eligibility, identity verification and regulatory requirements.

1.4 Changes to These Terms

Zane may amend these Terms to reflect changes in its services, technology, business operations, legal obligations or regulatory requirements.

Material changes will be communicated through appropriate channels, including the application, website, email or other electronic notifications.

Where required by law, Zane will obtain renewed acceptance before applying material changes to an existing contractual relationship.

Continued use of the relevant service after an effective amendment constitutes acceptance of the revised Terms, subject to applicable law.

2. Definitions

For the purposes of these Terms:

Account: A registered user profile created to access Zane services.

Application: Any mobile application, web application or software interface operated or authorised by Zane.

Customer: An individual or business using Zane to obtain goods, services or payment functionality.

Driver: An individual or business authorised to provide transportation services through Zane Ride.

Merchant: A business or individual offering goods or services through a Zane platform.

Agent: An authorised person or business providing designated customer onboarding, cash-in, cash-out or other agency services, where permitted.

Platform: Zane's technology infrastructure, including applications, websites, APIs, dashboards and related systems.

Service Provider: A driver, merchant, delivery partner, financial institution or other third party providing services through or in connection with Zane.

Transaction: Any payment, transfer, collection, settlement, refund or other financial operation initiated through a Zane service.

User: Any person or entity accessing or using a Zane service, including passengers, drivers, merchants, agents and business customers.

Wallet: A digital account or stored-value functionality made available through Zane or an authorised financial partner, subject to applicable licensing and regulatory requirements.

3. Scope of Services

3.1 Zane Ecosystem

These Terms apply to all current and future services operated under the Zane brand, including:

1. Zane Ride — Ride-hailing and passenger transportation.

2. ZanePay — Digital payment and payment processing services.

3. Zane Wallet — Wallet and account functionality, where available.

4. Zane Delivery — Parcel, food and goods delivery.

5. Zane Commerce — Digital marketplaces and merchant services.

6. Zane Business — Business tools and enterprise technology.

7. Zane Agent — Authorised agent and cash-handling services.

8. Other products and services introduced under the Zane ecosystem.

Each service may have additional terms, pricing schedules, operating procedures or contractual requirements.

Where a service-specific agreement conflicts with these Master Terms, the service-specific agreement will prevail only in relation to the subject matter of that service, unless expressly stated otherwise.

3.2 Nature of the Platform

Zane provides technology that facilitates connections and transactions between users and service providers.

Depending on the service, Zane may act as:

• A technology platform operator.

• A booking and dispatch facilitator.

• A payment technology provider.

• A payment intermediary or aggregator, where duly authorised.

• A merchant service provider.

• A contracting service provider.

• An agent of a third-party provider, where expressly agreed.

The precise legal capacity in which Zane acts will depend on the relevant service, applicable agreement and regulatory authorisation.

Nothing in these Terms permits Zane to conduct regulated financial activities for which it does not hold the required licence or authorisation.

3.3 Service Availability

Zane aims to provide reliable access to its services but does not guarantee uninterrupted availability.

Services may be temporarily unavailable due to:

• Scheduled maintenance.

• Network or internet disruptions.

• Mobile network outages.

• Power interruptions.

• Third-party system failures.

• Security incidents.

• Regulatory restrictions.

• Circumstances beyond Zane's reasonable control.

Zane may modify, suspend or discontinue a service, subject to applicable contractual and legal obligations.

PART A: GENERAL USER TERMS

4. Account Registration and Security

4.1 Registration

Users must register using accurate information and complete any verification required for their chosen service.

Zane reserves the right to request additional information where reasonably necessary for security, fraud prevention, identity verification or regulatory compliance.

4.2 Account Responsibility

You are responsible for:

• Maintaining the confidentiality of your login credentials.

• Protecting your device and account.

• Ensuring that your account is not used by unauthorised persons.

• Notifying Zane promptly of suspected unauthorised access.

• Ensuring that information associated with your account remains accurate.

You must not sell, transfer, rent or otherwise provide access to your account without Zane's prior written authorisation.

4.3 One Account Per User

Unless expressly permitted, each individual may maintain only one personal account for a given service.

Zane may restrict duplicate, fraudulent or misleading accounts.

4.4 Account Verification

Zane may require identity verification through approved methods, including:

• Phone number verification.

• Email verification.

• National identification documents.

• Biometric or photographic verification, where lawfully implemented.

• Business registration records.

• Other legally accepted verification methods.

Failure to complete required verification may result in restricted access to relevant services.

4.5 Unauthorised Access

If you suspect that your account has been compromised, you must notify Zane immediately through the official support channels.

Zane may temporarily restrict account access while investigating suspected security incidents.

5. User Conduct

All users must behave lawfully, honestly and respectfully when interacting with Zane and other users.

You must not:

1. Use Zane for unlawful activities.

2. Provide false identity or registration information.

3. Engage in fraud, theft, deception or misrepresentation.

4. Harass, threaten, abuse or discriminate against other users.

5. Attempt to manipulate fares, transactions, ratings or platform systems.

6. Interfere with the operation or security of Zane's technology.

7. Use automated tools, bots or scripts without authorisation.

8. Attempt to access another user's account or information.

9. Submit fraudulent complaints or payment disputes.

10. Circumvent applicable service fees or payment procedures.

11. Use Zane to facilitate money laundering, terrorist financing or other prohibited financial activities.

12. Engage in conduct that places passengers, drivers, merchants or the public at unreasonable risk.

Users must comply with reasonable safety instructions and applicable laws when using any Zane service.

6. Fees, Pricing and Payments

6.1 Pricing Transparency

Applicable fees, fares, commissions, charges and other costs will be displayed or communicated before a transaction is confirmed, where reasonably practicable and required by law.

Pricing may vary based on:

• Service type.

• Distance.

• Duration.

• Demand.

• Location.

• Time of day.

• Merchant pricing.

• Applicable taxes.

• Additional service charges.

6.2 Acceptance of Charges

By confirming a booking, order or transaction, you authorise Zane or its designated payment partner to process the applicable charges using your selected payment method, subject to the displayed terms and applicable law.

6.3 Payment Methods

Depending on availability, Zane may support:

• Cash.

• Mobile money.

• Bank transfers.

• Debit or credit cards.

• Digital wallets.

• QR payments.

• Other authorised payment methods.

The availability of a payment method may vary by service, location and regulatory authorisation.

6.4 Payment Failures

Where a payment fails, is reversed or remains incomplete, Zane may:

• Request an alternative payment method.

• Restrict further transactions.

• Place a temporary hold where permitted.

• Investigate the transaction.

• Recover outstanding amounts through lawful means.

Users will be notified of material payment issues through appropriate channels.

6.5 Taxes

Applicable taxes, levies and statutory charges will be handled in accordance with Malawi law and the relevant transaction arrangements.

6.6 Receipts and Records

Zane may provide electronic receipts, invoices, booking confirmations or transaction records through the application, email, SMS or other supported channels.

Users should retain relevant transaction references when raising disputes.

7. Cancellations, Refunds and Disputes

7.1 Cancellation

Users may cancel bookings or orders in accordance with the applicable service-specific cancellation policy.

Cancellation charges, where applicable, will be communicated before or at the time of confirmation, as appropriate.

7.2 Refunds

Refunds will be assessed according to:

• The nature of the service.

• Whether the service was delivered.

• The reason for cancellation or failure.

• The applicable service policy.

• Applicable consumer protection laws.

Where a refund is approved, it will generally be processed through the original payment method or another mutually agreed lawful method.

Processing times may depend on the relevant bank, mobile money operator or payment provider.

7.3 Transaction Disputes

Users should report suspected incorrect charges, unauthorised transactions or service failures promptly.

A dispute should include:

• Account identification.

• Transaction or booking reference.

• Date and time.

• Amount involved.

• Description of the issue.

• Supporting documentation, where available.

Zane will investigate disputes fairly and communicate the outcome within a reasonable period, subject to the complexity of the matter and applicable legal requirements.

7.4 No Waiver of Statutory Rights

Nothing in these Terms excludes or restricts any consumer right, refund entitlement or other protection that cannot lawfully be excluded under applicable law.

PART B: ZANE RIDE

8. Zane Ride Service

Zane Ride facilitates the booking and coordination of passenger transportation services through its digital platform.

Depending on the operating model, transportation may be provided by independent drivers, fleet operators or vehicles operated directly by Zane.

The identity of the relevant transportation provider and the applicable fare will be made available through the booking process or related service information.

8.1 Booking a Ride

A passenger may request a ride by providing:

• Pickup location.

• Destination.

• Preferred service category.

• Applicable payment method.

• Other information reasonably required to fulfil the booking.

A booking is confirmed when the application communicates acceptance or assignment of a driver, subject to any additional confirmation requirements displayed at the time of booking.

8.2 Fare Estimates

Fare estimates are indicative unless expressly stated as fixed fares.

The final fare may be adjusted where permitted by the displayed pricing rules due to:

• Changes in destination.

• Additional stops.

• Waiting time.

• Route deviations requested by the passenger.

• Applicable tolls or additional charges.

• Other disclosed pricing conditions.

Any material fare adjustment must be consistent with the information provided to the passenger and applicable consumer protection requirements.

8.3 Passenger Responsibilities

Passengers must:

• Provide accurate pickup and destination information.

• Be ready at the agreed pickup point.

• Treat drivers respectfully.

• Wear seat belts where provided and required by law.

• Avoid damaging vehicles.

• Refrain from carrying prohibited or dangerous items.

• Comply with reasonable safety instructions.

• Pay applicable fares and authorised charges.

Passengers must not request drivers to engage in unlawful or unsafe conduct.

8.4 Driver Responsibilities

Drivers using Zane Ride must:

• Hold valid driving licences.

• Maintain legally required vehicle documentation.

• Maintain applicable insurance.

• Comply with road traffic laws.

• Operate safe and roadworthy vehicles.

• Treat passengers respectfully.

• Follow the accepted pickup and destination instructions.

• Use the platform honestly.

• Avoid discriminatory conduct.

• Refrain from operating under the influence of alcohol or prohibited substances.

• Report accidents, safety incidents and serious complaints promptly.

Drivers must not accept bookings through Zane and deliberately divert passengers into unauthorised off-platform arrangements in order to evade applicable platform obligations or fees.

8.5 Driver Onboarding and Verification

Zane may require drivers to submit:

• Identification documents.

• Driving licences.

• Vehicle registration documents.

• Insurance certificates.

• Roadworthiness documentation.

• Photographs.

• Contact information.

• Other records required by law or platform policy.

Approval to use Zane Ride does not replace any licence, permit or approval required by a government authority.

8.6 Vehicle Requirements

Vehicles used through Zane Ride must meet applicable legal, safety and operational standards.

Zane may establish additional requirements relating to:

• Vehicle condition.

• Passenger capacity.

• Vehicle age.

• Cleanliness.

• Safety equipment.

• Branding.

• Inspection.

• Documentation.

Zane may suspend a vehicle from the platform where it does not meet applicable requirements.

8.7 Driver Earnings and Commission

Driver earnings, platform commissions, service fees and applicable deductions will be governed by the relevant driver agreement or published fee schedule.

Zane may deduct authorised platform fees and other agreed charges from driver earnings.

Drivers will be provided with access to relevant earnings and transaction records through supported platform functionality.

8.8 Cash Rides

Where cash payments are permitted:

• The passenger is responsible for paying the agreed fare.

• The driver must accurately record the trip outcome.

• Zane may monitor unpaid fares and related disputes.

• Repeated non-payment or fraudulent trip reporting may result in account restrictions.

• Any recovery of outstanding amounts must comply with applicable law.

8.9 Cancellation and No-Show

A cancellation fee may apply where a passenger or driver cancels after a defined stage of the booking.

A no-show may be recorded where a passenger fails to appear at the agreed pickup point after the applicable waiting period.

The applicable waiting period and cancellation charges will be disclosed through the application or relevant service schedule.

8.10 Passenger Safety and Emergency Support

Zane may provide safety features such as:

• Trip sharing.

• Emergency contact functionality.

• Customer support access.

• Driver and passenger verification.

• Trip monitoring.

• Incident reporting.

These features are intended to support safety but do not replace emergency services, police, medical assistance or other competent authorities.

In an emergency, users should contact the appropriate emergency services immediately.

8.11 Accidents and Insurance

Drivers must maintain all legally required motor vehicle insurance.

Where a trip-related accident occurs, the driver and passenger should report the incident to the appropriate authorities and notify Zane as soon as reasonably practicable.

Zane may assist with incident documentation, communication and coordination with insurers or other relevant parties.

Any passenger protection, personal accident cover or additional trip-related insurance will apply only where expressly arranged and disclosed under a separate insurance policy or programme.

Nothing in these Terms represents that a particular insurance policy exists unless such cover has been confirmed and its applicable terms communicated.

8.12 Ratings and Reviews

Users may submit ratings and reviews based on genuine service experiences.

Ratings must not contain threats, harassment, discriminatory content, false allegations or personal information unrelated to the review.

Zane may remove content that violates these Terms or applicable law.

8.13 Independent Drivers

Where drivers operate as independent service providers, they are responsible for their own employment, tax, licensing and other legal obligations, subject to applicable law and the terms of their separate agreements.

Nothing in these Terms automatically creates an employment relationship between Zane and an independent driver.

The actual legal relationship will be determined by the relevant agreements, the operational arrangement and applicable law.

PART C: ZANEPAY AND FINANCIAL SERVICES

9. ZanePay Service

ZanePay provides or facilitates digital payment functionality, payment acceptance, transaction processing, merchant services and other authorised financial technology services.

The precise services available to each user will depend on the relevant product, licensing arrangements and applicable regulatory approvals.

9.1 Regulatory Authorisation

Zane will provide regulated financial services only where it holds the necessary licence or operates through an appropriately authorised institution under a lawful arrangement.

Nothing in these Terms constitutes a representation that Zane is a licensed bank, deposit-taking institution, insurer or electronic money issuer unless expressly confirmed by the relevant regulatory authorisation.

9.2 Account Opening

Users may be required to complete identity verification before accessing certain payment or wallet services.

Zane may impose transaction limits, balance limits, withdrawal limits or other restrictions based on applicable regulatory requirements, risk assessments and product conditions.

9.3 Wallet Services

Where a Zane Wallet is made available, its operation will be governed by the applicable wallet terms and the relevant licensed provider arrangements.

Users must not use a wallet to:

• Facilitate unlawful transactions.

• Conceal the origin of funds.

• Conduct fraudulent activity.

• Circumvent applicable transaction limits.

• Engage in unauthorised commercial activity.

Wallet balances, where applicable, will be subject to the relevant product structure, safeguarding arrangements and regulatory requirements.

9.4 Transaction Authorisation

Users are responsible for reviewing transaction details before confirming a payment or transfer.

A transaction may be considered authorised where the user has completed the required authentication and confirmation process, subject to applicable law and the investigation of any claim of unauthorised use.

9.5 Incorrect Transactions

Where a user sends funds to an incorrect recipient or enters incorrect transaction details, Zane will provide reasonable assistance in investigating the matter.

Recovery of funds will depend on the transaction status, recipient response, payment network procedures and applicable law.

Zane does not guarantee recovery where funds have been successfully transferred to an unintended recipient.

9.6 Reversals and Chargebacks

Transactions may be reversed or disputed in accordance with the applicable payment network rules, partner agreements and legal requirements.

Zane may temporarily restrict disputed funds or transactions where legally permitted and reasonably necessary to investigate suspected fraud or error.

Users will be informed of material restrictions and the applicable dispute process.

9.7 Merchant Payments

Merchants using ZanePay must:

• Provide accurate business information.

• Comply with applicable licensing and tax requirements.

• Supply goods and services as represented.

• Maintain accurate transaction records.

• Honour lawful refund obligations.

• Refrain from processing fraudulent transactions.

• Cooperate with reasonable verification and compliance requests.

Merchants are responsible for the goods and services they provide unless Zane expressly assumes responsibility under a separate agreement.

9.8 Merchant Settlements

Settlement timing, commissions, processing fees, reserves and other commercial conditions will be specified in the applicable merchant agreement or fee schedule.

Settlements may be delayed where reasonably necessary to investigate fraud, resolve disputes, comply with regulatory requirements or address payment network restrictions.

Any such action will remain subject to applicable law and contractual obligations.

9.9 Agent Services

Agents authorised to provide cash-in, cash-out or other financial services must comply with:

• Applicable financial regulations.

• Zane's agent agreement.

• Identity verification procedures.

• Transaction limits.

• Cash-handling requirements.

• Recordkeeping obligations.

• Fraud prevention procedures.

• Customer protection requirements.

Agents must not charge undisclosed fees or conduct transactions outside their authorised scope.

9.10 Financial Crime Prevention

Zane may monitor transactions and request additional information to identify and prevent fraud, money laundering, terrorist financing and other prohibited activities.

Where required by law, Zane may delay, restrict, reject or report transactions to competent authorities.

Zane may be legally restricted from disclosing certain investigations or reports to affected users.

9.11 No Unauthorised Financial Advice

Unless expressly authorised, Zane does not provide investment, legal, tax or financial advisory services.

Information made available through Zane platforms is for general informational purposes and should not be treated as personalised professional advice.

PART D: DELIVERY, COMMERCE AND BUSINESS SERVICES

10. Zane Delivery

Zane Delivery facilitates the booking and coordination of delivery services.

Customers must provide accurate delivery information and ensure that items are lawful and suitable for transportation.

Delivery partners must exercise reasonable care when handling items and comply with applicable transport and safety requirements.

10.1 Prohibited Items

Users must not request delivery of items prohibited by law or restricted by Zane's service policies.

These may include:

• Illegal drugs and controlled substances.

• Explosives and dangerous materials.

• Unlawfully possessed weapons.

• Stolen property.

• Items prohibited by applicable customs or transport laws.

• Other items identified in Zane's published prohibited-items policy.

Zane may refuse or cancel deliveries involving prohibited or unsafe items.

10.2 Delivery Charges

Applicable delivery fees, waiting charges, cancellation fees and other costs will be disclosed through the relevant booking process.

10.3 Delivery Disputes

Customers should report missing, damaged, delayed or incorrectly delivered items promptly.

Zane will investigate and determine the appropriate resolution in accordance with the applicable service terms, evidence and legal obligations.

11. Zane Commerce and Merchant Services

Zane may operate or facilitate marketplaces and digital commerce platforms connecting customers with merchants.

Unless expressly stated otherwise, merchants remain responsible for:

• Product descriptions.

• Pricing.

• Product quality.

• Availability.

• Delivery fulfilment.

• Warranties.

• Returns.

• Refunds.

• Applicable taxes.

• Compliance with product-specific laws.

Zane may facilitate customer support, payment processing, order tracking and dispute resolution without automatically becoming the seller of goods offered by independent merchants.

Users must review the relevant merchant's terms, product information and return policy before completing a purchase.

12. Zane Business and Enterprise Services

Zane may offer software, dashboards, APIs, payment integrations, business management tools and other technology services to organisations.

Enterprise customers may be subject to separate commercial agreements covering:

• Service levels.

• Pricing.

• Integration requirements.

• Data processing.

• Confidentiality.

• Intellectual property.

• Support obligations.

• Service availability.

• Liability allocation.

• Termination.

Where a separate enterprise agreement applies, it will prevail over these Terms to the extent of any direct conflict.

PART E: PRIVACY, TECHNOLOGY AND INTELLECTUAL PROPERTY

13. Privacy and Data Protection

Zane processes personal information in accordance with its Privacy Policy and applicable data protection laws.

By using relevant services, users acknowledge the processing of personal information necessary to provide those services, subject to the applicable lawful basis and consent requirements.

The Privacy Policy forms part of the contractual framework governing Zane services.

Users should review the Privacy Policy at:

https://www.zaneworld.com/privacy-policy

Zane may process information for identity verification, service delivery, payment processing, fraud prevention, customer support, security and regulatory compliance.

Users may exercise applicable data protection rights through the contact channels provided in the Privacy Policy.

14. Location Services

Certain Zane services require access to location information.

For Zane Ride, location services may be used to identify pickup points, match drivers, calculate fares, facilitate navigation and monitor active journeys.

Driver location may be collected while the driver is online or providing an active service, subject to the applicable device permissions and disclosures.

Users may manage location permissions through their device settings. However, disabling location access may limit the availability of services that depend on GPS functionality.

Zane will not use background location access for unrelated purposes or in a manner inconsistent with its Privacy Policy and applicable app-store requirements.

15. Intellectual Property

15.1 Ownership

All intellectual property rights in the Zane platform, including software, source code, trademarks, logos, designs, interfaces, databases, documentation and proprietary technology, are owned by or licensed to Zane Services Limited or its relevant licensors.

These Terms do not transfer ownership of any intellectual property to users.

15.2 Limited Licence

Subject to compliance with these Terms, Zane grants users a limited, personal, non-exclusive, non-transferable and revocable licence to access and use the relevant application for its intended purpose.

15.3 Restrictions

Users must not:

• Copy or reproduce proprietary software without authorisation.

• Reverse engineer, decompile or disassemble the platform except where expressly permitted by law.

• Attempt to extract source code.

• Create unauthorised derivative works.

• Use Zane trademarks without written permission.

• Resell or commercially exploit access to Zane services without authorisation.

• Interfere with intellectual property protection mechanisms.

15.4 User Content

Users retain ownership of content they lawfully submit to Zane, subject to the rights necessary for Zane to operate its services.

By submitting content, users grant Zane a limited licence to host, store, reproduce and display that content for service delivery, moderation, support and other disclosed purposes.

15.5 Feedback

Where users submit suggestions or feedback, Zane may use such feedback to improve its services without compensation, provided that this does not affect any rights that cannot lawfully be waived.

16. Third-Party Services and Integrations

Zane may integrate with third-party providers, including:

• Banks.

• Mobile money operators.

• Payment networks.

• Mapping services.

• Cloud hosting providers.

• Communication providers.

• Verification services.

• Other technology partners.

Some services may require users to accept additional third-party terms.

Zane will identify material third-party dependencies where appropriate and will take reasonable steps to ensure that integrations comply with applicable contractual and regulatory requirements.

Zane is not responsible for independent third-party services to the extent that such services are outside its control, without limiting any liability imposed on Zane by applicable law.

PART F: RISK, LIABILITY AND DISPUTE RESOLUTION

17. Disclaimer of Warranties

To the extent permitted by law, Zane provides its technology platforms on an "as available" basis.

Zane does not guarantee that:

• The platform will always be available.

• Every ride request will be fulfilled.

• Every merchant or service provider will be available.

• Network connectivity will be uninterrupted.

• All estimated fares or arrival times will be exact.

• Third-party systems will operate without interruption.

Nothing in this section excludes any statutory guarantee, consumer right or obligation that cannot lawfully be excluded.

18. Limitation of Liability

To the maximum extent permitted by applicable law, Zane will not be liable for indirect or consequential losses arising from the use of its platform where such losses are not reasonably foreseeable or are otherwise lawfully excluded.

Zane's liability will be assessed in accordance with:

• The nature of the relevant service.

• The applicable contractual arrangement.

• The cause of the loss.

• The conduct of the parties.

• Applicable law.

Nothing in these Terms excludes or limits liability for:

1. Fraud or fraudulent misrepresentation.

2. Death or personal injury caused by negligence where liability cannot lawfully be excluded.

3. Gross negligence where liability cannot lawfully be excluded.

4. Breach of statutory consumer rights.

5. Unlawful processing of personal information.

6. Any other liability that cannot lawfully be excluded or restricted.

Where Zane acts solely as a technology intermediary, its responsibility for the independent conduct of third-party providers will be determined by the relevant contractual arrangement and applicable law.

19. Indemnification

To the extent permitted by law, users may be responsible for losses, claims, damages or reasonable costs directly arising from:

• Their unlawful use of Zane services.

• Fraudulent or intentionally misleading conduct.

• Material breach of these Terms.

• Infringement of third-party intellectual property rights.

• Damage caused to another user through unlawful or negligent conduct.

This provision does not impose liability for losses caused by Zane's own breach of contract, negligence or unlawful conduct.

20. Account Suspension and Termination

20.1 Suspension

Zane may suspend or restrict an account where reasonably necessary to:

• Investigate suspected fraud.

• Protect user safety.

• Prevent unauthorised access.

• Address material breaches of these Terms.

• Comply with legal or regulatory requirements.

• Protect the integrity of the platform.

• Investigate suspicious financial activity.

Where lawful and reasonably practicable, Zane will notify the affected user of the reason for suspension and any available review process.

20.2 Termination by User

Users may request account closure through the application or by contacting Zane support.

Account closure may be subject to outstanding financial obligations and mandatory recordkeeping requirements.

20.3 Termination by Zane

Zane may terminate access to a service where a user materially breaches these Terms, repeatedly engages in prohibited conduct or where continued service would violate applicable law.

Where appropriate, Zane may provide notice and an opportunity to remedy the breach before termination.

20.4 Outstanding Balances

Termination does not automatically extinguish legitimate outstanding financial obligations, subject to applicable law and the resolution of any genuine dispute.

20.5 Effect of Termination

Upon termination:

• Access to the relevant service may cease.

• Outstanding transactions may be processed or reconciled.

• Personal information will be handled in accordance with the Privacy Policy and applicable law.

• Provisions intended to survive termination will remain effective.

21. Complaints and Customer Support

Users may raise complaints relating to:

• Service quality.

• Driver or passenger conduct.

• Payment disputes.

• Merchant transactions.

• Account access.

• Safety incidents.

• Privacy concerns.

• Other matters relating to Zane services.

Complaints should include sufficient information to allow Zane to identify and investigate the issue.

Zane will make reasonable efforts to acknowledge, investigate and resolve complaints promptly.

Where a complaint concerns a regulated financial service, the applicable financial institution or regulatory complaint procedure may also apply.

Nothing in this section prevents a user from approaching a competent regulator or court where permitted by law.

22. Dispute Resolution

The parties should first attempt to resolve disputes through good-faith communication and Zane's internal complaint process.

Where a dispute cannot be resolved informally, the parties may pursue mediation or other lawful alternative dispute resolution mechanisms by mutual agreement.

Nothing in these Terms prevents either party from seeking urgent legal relief or exercising statutory rights before a competent authority or court.

23. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Malawi.

Subject to applicable consumer protection legislation and mandatory legal rights, disputes arising from these Terms will be subject to the jurisdiction of the competent courts of Malawi.

Where a user is located in another jurisdiction, mandatory consumer or regulatory protections applicable in that jurisdiction will not be excluded merely by this governing-law clause.

PART G: GENERAL LEGAL PROVISIONS

24. Force Majeure

Zane will not be responsible for a delay or failure to perform obligations to the extent directly caused by circumstances beyond its reasonable control, including:

• Natural disasters.

• Floods or severe weather.

• War or civil unrest.

• Government restrictions.

• Widespread telecommunications failures.

• Power outages.

• Major cyber incidents.

• Epidemics or public emergencies.

• Other events beyond reasonable control.

Zane will take reasonable steps to mitigate the effects of such events and resume affected services when practicable.

This provision does not excuse obligations that cannot lawfully be suspended.

25. Assignment

Users may not transfer their rights or obligations under these Terms without Zane's prior written consent.

Zane may assign or transfer its rights and obligations in connection with a lawful restructuring, merger, acquisition or transfer of business, subject to applicable law and appropriate protection of users' rights.

26. Severability

If any provision of these Terms is held to be invalid, unlawful or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law.

The invalid provision will be interpreted or modified to the minimum extent necessary to make it lawful and enforceable, where legally permissible.

27. No Waiver

Failure by Zane to enforce any provision of these Terms does not constitute a waiver of its right to enforce that provision or any other provision in the future.

28. Entire Agreement

These Terms, together with the Privacy Policy, applicable service-specific terms, published fee schedules and any separate agreements accepted by the user, constitute the contractual framework governing the relevant Zane services.

They supersede prior general representations concerning the same subject matter, except where a separate agreement expressly provides otherwise or applicable law requires otherwise.

29. Electronic Communications and Acceptance

Users agree that Zane may communicate with them electronically through:

• In-app notifications.

• SMS.

• Email.

• WhatsApp or other supported messaging channels.

• Website notices.

• Other electronic communication methods.

Electronic records, confirmations and acceptance mechanisms may be used to document transactions and contractual relationships in accordance with applicable law.

Where a transaction requires specific confirmation, the user will be provided with an appropriate opportunity to review the relevant details before acceptance.

Zane will retain contractual and transaction records for the periods required by applicable law.

30. Language

These Terms are drafted in English.

Where translated versions are made available, Zane will take reasonable steps to ensure consistency between the versions.

In the event of a material inconsistency, the version identified as controlling in the relevant service documentation will apply, subject to mandatory legal requirements.

31. Contact Information

For questions concerning these Terms, complaints or other contractual matters, contact:

SERVICE-SPECIFIC SCHEDULES

The following schedules form part of the Master Terms when the relevant service is activated and accepted by a user.

Each schedule may be published separately or incorporated into the relevant application during registration or service activation.

END OF MASTER TERMS AND CONDITIONS

© 2026 Zane Services Limited. All rights reserved.