Zhongfei Marketplace Customer Terms of Use
Effective Date: May 1, 2026
Applies to: All individuals who browse, register accounts, or purchase products via the Zhongfei Marketplace customer app.
1. Acceptance of Terms
By downloading, registering, or using the Zhongfei Marketplace application (“App”), you agree to be bound by these Terms and Conditions (“Terms”). If you do not agree, do not use the App.
These Terms incorporate by reference our Privacy Policy and Return & Refund Policy.
2. Eligibility
- You must be at least 18 years old or have parental/guardian consent, with a supervising adult present during delivery receipt.
- You must have the legal capacity to enter into binding contracts under the laws of the Republic of Ghana (or your country of residence).
- You may not use the App if you have previously been banned or suspended by Zhongfei Marketplace.
3. Account Registration & Security
- You agree to provide accurate, current, and complete information during registration.
- You are responsible for maintaining the confidentiality of your login credentials.
- You are responsible for all activities that occur under your account, including orders placed by others using your device or credentials.
- Notify us immediately at `support@zhongfei.info` of any unauthorized account access.
4. Platform Role & Contract Formation
- Zhongfei Marketplace is a technology platform that connects buyers with independent vendors and delivery agents. We are not a party to the sale contract between you and the vendor.
- A binding contract between you and a vendor is formed only when the vendor confirms your order (status changes from “Pending” to “Confirmed”).
- We reserve the right to refuse service, cancel orders, or terminate accounts for any lawful reason, including suspected fraud or violation of these Terms.
5. Ordering & Pricing
- Prices are set by vendors and displayed in local currency (GHS). Prices exclude delivery fees unless stated otherwise.
- Delivery fees are calculated dynamically based on distance, estimated time, and demand (surge pricing during peak hours).
- You agree to pay all charges associated with your order, including applicable taxes (e.g., VAT in Ghana).
- Promotions & discounts – We may offer promo codes, referral bonuses, or wallet credits. These have no cash value and expire as stated in the promotion terms.
6. Payment Methods
- If your payment fails (insufficient balance, network error), your order will be canceled. We are not liable for any bank or network charges incurred.
7. The Order PIN System (Critical)
- After order confirmation, you will receive a unique Order PIN (4–6 digits) via SMS and in‑app notification.
- You do not legally own the package until you provide the PIN to the delivery agent after physical inspection.
- Inspection rights – You may open the outer packaging and visually inspect the item (without fully unsealing electronic devices or removing hygiene seals). If the item is wrong or visibly damaged, you may refuse delivery without giving the PIN.
- If you give the PIN before inspecting or receiving the correct items, you waive your right to dispute non‑delivery or visible damage.
- Never share your PIN with anyone other than the assigned delivery agent at the time of delivery.
8. Delivery
- Delivery timeframes – Standard delivery within 1–3 business days in urban areas; remote areas 5–7 days. Estimated windows are provided at checkout but are not guaranteed due to traffic, weather, or fuel availability.
- Failed delivery attempts – If you are not available to receive the package after two attempts, the order will be returned to the vendor, and you will be charged a wasted trip fee (50% of the delivery fee). Refund for the product is processed minus that fee.
- Change of delivery address – You may request an address change before the driver picks up the package. After pickup, address changes may incur an additional fee.
9. Cancellations
Cancellations are initiated via the “Cancel Order” button in the app. Refunds take 5–10 business days.
10. Returns & Refunds
Please refer to the separate Return and Refund Policy below for full details. Summary:
- Wrong or damaged item – Report within 24 hours. Full refund including delivery fee. Vendor pays return shipping.
- Change of mind – Within 7 days, unused & original packaging. You pay return shipping. Refund excludes original delivery fee.
- Non‑returnable items – Perishable food, personal hygiene products, underwear, opened software, custom‑made goods.
11. Prohibited Conduct
You agree NOT to:
- Use the App for any illegal purpose (e.g., purchasing prohibited goods, money laundering).
- Harass, threaten, or abuse vendors or delivery agents (verbally or physically).
- Create multiple accounts to exploit referral bonuses or promotions.
- Falsely claim non‑delivery or damage to obtain refunds (fraud).
- Share your Order PIN publicly or with anyone other than the assigned delivery agent.
Violation consequences – Account suspension, permanent ban, forfeiture of any wallet balance, and legal action for fraud (including referral to Ghana Police Service).
12. Ratings & Reviews
- You may rate vendors and delivery agents after each completed order (1–5 stars) and leave written feedback.
- Reviews must be truthful and based on your actual experience. False, malicious, or abusive reviews may be removed, and your account may be penalized.
- We reserve the right to remove reviews that contain hate speech, personal attacks, or irrelevant content.
13. Limitation of Liability
To the maximum extent permitted by law:
- Zhongfei Marketplace is not liable for product defects, quality issues, or seller misrepresentations – your remedy is against the vendor directly.
- We are not liable for delivery delays caused by traffic, weather, fuel shortages, natural disasters, strikes, or other force majeure events.
- Our total liability to you for any claim arising from your use of the App is limited to the total amount you paid for the specific order giving rise to the claim.
14. Indemnification
You agree to indemnify and hold harmless Zhongfei Marketplace, its directors, employees, and partners from any claims, damages, or expenses arising from:
- Your violation of these Terms.
- Your misuse of the App.
- Your dispute with a vendor or delivery agent.
15. Termination
- By you – You may delete your account at any time via Settings → Delete Account. Pending orders will be canceled (refunds issued). Any remaining wallet balance after 30 days is forfeited.
- By us – We may suspend or terminate your account immediately for violation of these Terms, with or without notice.
16. Governing Law & Dispute Resolution
- These Terms are governed by the laws of the Republic of Ghana.
- Any dispute not resolved through customer support shall be submitted to binding arbitration at the Ghana Arbitration Centre in Accra. Arbitration fees shall be shared equally unless the arbitrator decides otherwise.
- For disputes below GHS 500, we encourage using our in‑app dispute resolution process before arbitration.
17. Changes to These Terms
We may update these Terms from time to time. Material changes will be notified via in‑app message or email at least 14 days before the effective date. Continued use after the effective date constitutes acceptance.
18. Contact Information
Customer Support / Legal Notices
Email: `legal@zhongfei.info` | `support@zhongfei.info`
Address: 136 Akasanoma street, Adabraka Accra - Ghana