Terms of Use
Effective Date: 9th June 2025
Registered Entity: Opsando Technologies
PACRA Number: 320241012353
1. DEFINITIONS
“Opsando”, “we”, “us”, or “our” refers to Opsando Technologies, the owner and operator of www.opsando.com, registered in Zambia.
The “Platform” means the Opsando.com website, associated subdomains, tools, apps, and services.
“Merchant” means a third-party merchant approved to list products or services on the Platform under the Opsando Merchant Programme.
“Opsando Merchant Programme (OMP) is the framework through which merchants operate their stores on Opsando. It comprises registration, pricing plans, responsibilities, and conditions for selling products and services through the Platform.
“Buyer” refers to any person purchasing goods or services on the Platform.
“Micro-Shop” denotes a merchant-branded store hosted on Opsando (for example, opsando.com/shopname).
“Opsando Retail” covers goods that Opsando sells directly to consumers through the Platform.
“You”, “your”, and “user” refer to any person accessing or interacting with the Platform.
2. ACCEPTANCE OF TERMS
By accessing or transacting on Opsando, you agree to these Terms of Use and related policies, including our Privacy Policy and Return and Refund Policy. If you do not agree, please discontinue use immediately.
3. ELIGIBILITY
To use the Platform, you must be at least 18 years of age or be under the supervision of a legal guardian. We may verify age and identity and suspend accounts that do not meet these criteria.
4. ACCOUNT CREATION & SECURITY
You are responsible for protecting your credentials and for all activity under your account. Merchants must complete identity verification and TPIN registration. We may suspend accounts for fraud, policy violations, or security risks.
5. DUAL NATURE OF THE PLATFORM
Opsando operates in two capacities: first, as a Marketplace that connects buyers and merchants; and second, as a Retailer selling directly to consumers through Opsando Retail. Where a transaction involves a merchant, Opsando simply facilitates the transaction; where it involves Opsando Retail, we act as the merchant of record.
6. OPSANDO MERCHANT PROGRAMME
This Section applies exclusively to merchants participating in the Opsando Merchant Programme.
6.1 Merchant Registration
To become a merchant, you must register with a valid TPIN, provide proper identification, and select a pricing plan (Essentials, Grow, or Enterprise).
6.2 Commission Structure
Essentials: 17% per transaction (no annual fee)
Grow: 15% per transaction + $240 per year
Enterprise: 11% per transaction + $300 per year
Commissions may change with 30 days’ notice.
6.3 Product Listings
Merchants must provide accurate titles, prices, categories, and specifications. Misleading or prohibited items may be removed without notice.
6.4 Intellectual Property
Merchants retain intellectual property in their content but grant Opsando a non-exclusive licence to display and promote their listings.
6.5 Micro-Shop Responsibility
Merchants must keep their store information up to date and respond to customer enquiries within 24 hours.
6.6 Merchant Suspension
Opsando may suspend merchants for non-fulfilment, fraud, policy violations, or poor performance.
6.7 Return Shipping
Merchants are responsible for return expenses in cases of damage, defect, or delivery of the incorrect item. Clear instructions must be provided promptly upon approval of a return.
6.8 Order Dispatch and Delivery
Merchants must dispatch orders within 1 working day and submit delivery confirmation promptly.
6.9 Inventory and Listing Accuracy
Merchants must update stock promptly and prohibit selling unavailable or prohibited products.
7. ORDERING & PAYMENT
We accept payments through MTN Money, Airtel Money, bank transfer, card payments, Apple Pay, and Google Pay. Orders are only confirmed upon dispatch. Payments are held in escrow and disbursed to merchants on the 15th and 30th of each month, provided there are no disputes.
7.1 Transactions Outside Our Platform
Any transactions or payments made directly between a buyer and merchant — whether by phone, email, or in person — are at the parties’ own risk and discretion. Opsando will not be responsible for fraud, delivery issues, non-fulfilment, or disputes arising from transactions that do not pass through its escrow and order system.
8. RETURNS, REFUNDS & REPLACEMENTS
Our policy applies to both Opsando Retail and merchant orders. Buyers have a 7-day window from delivery to submit a return. To be eligible, items must be unused, unworn, in their original condition and packaging, and accompanied by proof of purchase.
To start a return, please contact us at support (at) opsando.com with your order details. If your return is approved, we will provide you with a prepaid return label and instructions on where to send back your item. Please do not return items without first obtaining approval.
Once we have received and inspected your return, we will notify you whether it has been approved. If approved, a refund will be processed back to your original method of payment within 5 business days. If you are returning a second-hand or refurbished electronic, you will be eligible for store credit only, not a cash or card refund. The store credit will be issued in the form of a digital gift card and may be used toward future purchases on Opsando. It is non-transferable and non-redeemable for cash.
Some items are non-returnable under any circumstance. These include perishable goods, final sale or discounted products, gift cards, and live plants.
If you find upon delivery that your item is damaged, faulty, or different from what you ordered, please contact us immediately. We will resolve this promptly by offering a replacement, store credit, or a full or partial refund, where applicable.
We may prohibit future returns or suspend your account if we find you are abusing this policy.
9. SHIPPING
Opsando provides two primary delivery options:
9.1 Standard Delivery (Zambia Warehouse)
Orders shipped directly from our Zambia warehouses.
- Delivery fee: K200 per order (free for orders K1,000 or above).
- Estimated delivery time: 2–5 business day.
9.2 International Express (International Warehouses)
For orders shipped from our international warehouses (marked as back-order on product pages):
- Delivery fee: K550 per order (free for orders K5,000 or above).
- Estimated delivery time: 3–4 weeks.
9.3 Delivery Estimates & Conditions
Delivery timelines are estimates and subject to delays from unforeseen circumstances (e.g., weather, logistical disruptions).
Some products may be eligible for local pickup at designated locations.
Courier Partners:
- Standard Delivery: Mercury Express, ZAMPOST.
- International Delivery: FedEx, UPS.
- Same-Day Delivery (Lusaka only): Yango (third-party service).
We serve major Zambian cities and towns. For addresses outside our network, customers may need to collect packages from a nearby courier office.
10. ACCOUNT REINSTATEMENT
Suspended merchants may apply for reinstatement by addressing policy violations, paying a reinstatement fee, and passing a compliance review. Suspensions for fraud are permanent.
11. USER CONDUCT
Users must not engage in unlawful activity, list prohibited products, submit fake reviews, or circumvent fees. We may remove content, suspend accounts, or pursue legal action for violations.
12. PROHIBITED ITEMS & ACTIVITIES
Prohibited items include counterfeit goods, drugs, weapons, and other products prohibited by Zambian law. Activities such as fraud, spam, and fee avoidance are prohibited.
13. CONTENT OWNERSHIP
Opsando owns all content on its Platform. User content may be displayed by Opsando under a non-exclusive license. Unauthorised use of Platform content is prohibited.
14. SERVICE AVAILABILITY
Opsando may temporarily interrupt service for maintenance or emergencies. We do not guarantee uninterrupted service and are not liable for any related losses.
15. WARRANTY DISCLAIMER
For merchant products, warranties (if any) are provided by the merchant. Opsando Retail products may carry a warranty, which will be expressly stated on the product page.
16. LIMITATION OF LIABILITY
Opsando is not liable for indirect, special, or consequential losses, or for disputes between buyers and merchants. Our total liability will not exceed the amount you have paid in the last 30 days.
17. INDEMNIFICATION
You agree to indemnify and hold Opsando harmless from losses or damages arising from your use of the Platform, violation of these Terms, or breach of a third-party's rights.
18. TERMINATION
We may suspend or terminate your account for policy violations, fraud, or providing false information.
19. GOVERNING LAW
These terms are governed by Zambian law. All disputes will be resolved in the courts of Lusaka, Zambia.
20. CONTACT
For all legal inquiries, please email legal (at) opsando.com or contact us at:
Opsando Technologies
SunShare Tower, Katima Mulilo Road
Lusaka, Zambia
+260-96-118-8125