Please read these Terms and Conditions carefully before using Zamtel Mobile Money Services.
These Terms and Conditions govern your use of Zamtel Mobile Money Services. By registering for and using Zamtel Mobile Money Services, the customer agrees to comply with these Terms and Conditions as amended from time to time.
1. Zamtel Mobile Money Services
Zamtel Mobile Money Services are provided to customers subject to these Terms and Conditions. By registering for and using Zamtel Mobile Money Services, the customer agrees to comply with these Terms and Conditions as amended from time to time.
Customers are encouraged to read these Terms and Conditions available through Zamtel platforms, Zamtel Retail Shops, Customer Centres, Mobile Money Agents, and other authorised service points.
2. Definitions
- Wallet: A customer's Zamtel Mobile Money account representing electronic value equivalent to funds held in the Zamtel Money settlement account.
- Customer: An individual registered and authorised to use Zamtel Mobile Money Services.
- Agent: A person or entity authorised to provide Mobile Money services.
- PIN: The customer's confidential personal identification number used to authorise transactions.
- Transaction: Any activity that results in money being credited or debited from a customer's wallet.
- Virtual Money: Electronic value stored in a customer's wallet representing an equivalent amount of cash held in settlement arrangements.
- Settlement Account: The account maintained by Zamtel Money where customer funds are held.
- Transaction Fee: Charges applied for using Zamtel Mobile Money Services.
- "Biometric Authentication" – means verification of a customer identity using unique biological characteristics, including fingerprint or facial recognition.
3. Account Registration and Activation
Customers with an active Zamtel SIM card may register for Zamtel Money Services through authorised Zamtel Money Agents or approved service channels.
Customers must provide accurate and complete information during registration and comply with applicable Know Your Customer (KYC) requirements.
Zamtel Money reserves the right to decline registration where identity verification requirements are not satisfied.
Upon successful registration, customers must create a confidential PIN. Customers are responsible for keeping their PIN secure and must not share it with any other person.
4. Use of Zamtel Money Services
Zamtel Money Services allow customers to:
- Deposit money into their wallet through authorised Agents.
- Withdraw cash through authorised Agents.
- Transfer funds to other customers.
- Purchase airtime.
- Pay for goods and services from approved merchants.
- Access other services introduced by Zamtel Money from time to time.
All transactions must be authorised using the customer's PIN or any other approved authentication method.
A confirmation SMS will be sent after successful transactions, including transaction details and wallet balance.
5. Customer Responsibilities
Customers are responsible for:
- Maintaining confidentiality of their PIN.
- Ensuring their registration information remains accurate.
- Reporting lost or stolen SIM cards immediately.
- Reviewing transaction notifications and reporting suspicious activity.
- Ensuring sufficient funds are available before initiating transactions.
6. Availability of Services
Zamtel Money will make reasonable efforts to maintain service availability. However, services may occasionally be affected by circumstances beyond Zamtel Money's control, including:
- Network interruptions.
- Planned maintenance.
- System upgrades.
- Weather conditions.
- Regulatory requirements.
- Third-party service interruptions.
Zamtel Money shall not be responsible for losses arising from service interruptions caused by circumstances beyond reasonable control.
7. Suspension and Closure of Accounts
Zamtel Money may suspend, restrict, or close an account where:
- Fraudulent, illegal, or unauthorised activity is suspected.
- The customer breaches these Terms and Conditions.
- The SIM card or PIN has been compromised.
- The account creates security risks to the platform or customers.
Inactive accounts may be closed in accordance with regulatory requirements.
Where an account is closed, customers may claim available balances through authorised Zamtel channels after successful identity verification.
8. Transaction Rules
- All transactions are processed in Zambian Kwacha.
- Transactions authorised using the customer's PIN will be considered valid instructions from the customer.
- Zamtel Money transaction records shall be considered accurate unless proven otherwise.
- Customers must ensure transaction details are correct before confirming transfers.
Zamtel Money may not be able to reverse transactions where funds have already been withdrawn or transferred. Customers should immediately report incorrect transfers for investigation.
9. Transaction Reversal
- Customers must report incorrect transfers within 30 days from the date of the transaction.
- Zamtel Money will investigate reversal requests and make reasonable efforts to complete valid reversals within applicable timelines.
- Where funds remain available, Zamtel Money may hold the funds pending investigation.
- Reversals are subject to successful verification and availability of funds.
10. Fees and Charges
Applicable transaction fees and charges will be communicated through approved Zamtel Money channels.
Fees will automatically be deducted from the customer's wallet after completion of applicable transactions.
Customers are responsible for all charges associated with the use of Zamtel Money Services.
11. Security and Fraud Prevention
Customers must:
- Keep their PIN confidential.
- Never share PINs with Agents, employees, or third parties.
- Report suspected fraud immediately.
- Protect their mobile devices and SIM cards.
After multiple incorrect PIN attempts, access may be temporarily restricted for security reasons.
Zamtel Money may monitor transactions to detect fraud, unauthorised activity, and other security threats.
12. Data Protection and Privacy
Zamtel Money collects and processes customer information in accordance with applicable laws, including the Data Protection Act.
Customer information may be used for:
- Account administration.
- Service delivery.
- Fraud prevention.
- Regulatory compliance.
- Customer support.
- Service improvement.
Zamtel Money may share information with authorised regulators, law enforcement agencies, service providers, and partners where legally permitted or required.
Customers consent to the processing of their information when using Zamtel Money Services.
Biometric Authentication
Biometric Authentication – The Customer may use biometric authentication, including fingerprint or facial recognition, as an additional method of securely accessing the Zamtel Mobile Money account where the feature is available.
Face Lock
Face Lock may be used to verify the Customer's identity and restrict unauthorized access to the Zamtel Money account through facial recognition.
13. Customer Support
Customers may contact Zamtel Money through:
- Customer Care: 111 or 115
- Email: DL-mobilemoneybackoffice@zamtel.co.zm
- Zamtel Retail Shops and Service Centres
- Authorised Zamtel Money Agents
- Official Zamtel Money communication channels
14. Complaints and Dispute Resolution
Customers should first submit complaints through Zamtel Money customer support channels.
Where a complaint remains unresolved, customers may escalate the matter to the Bank of Zambia or other relevant regulatory authorities as provided by law.
15. Wallet Limits and Requirements
| Wallet Type | Daily Transaction Limit | Maximum Balance | Requirements |
|---|---|---|---|
| Individual Tier 1 | K20,000 | K100,000 | NRC / Passport or approved identification |
| Individual Tier 2 | K100,000 | K500,000 | Tier 1 requirements plus proof of residence and additional verification |
| Merchants Initial Profile | K20,000 | K100,000 | Individual KYC and business documentation |
| Agents, Merchants and Corporates Basic | K2,000,000 | K2,000,000 | Full KYC and contractual requirements |
| Agents, Merchants and Corporates Higher Limits | Subject to approval | Subject to approval | Enhanced Due Diligence and contractual requirements |
16. Statements and Records
Customers may request transaction statements through approved Zamtel Money channels.
Zamtel Money transaction records will be maintained in accordance with applicable regulatory requirements.
17. System Failure
Zamtel Money shall not be liable for losses caused by failures or delays arising from circumstances outside its reasonable control, including network failures, internet interruptions, or third-party system failures.
18. Changes to Terms and Conditions
Zamtel Money reserves the right to amend these Terms and Conditions, fees, and service requirements from time to time.
Customers will be notified through appropriate communication channels including SMS, website notices, or other approved methods.
19. Acceptance
By registering for or continuing to use Zamtel Money Services, the customer confirms acceptance of these Terms and Conditions.
Zamtel Money Limited reserves all rights relating to the operation, security, and management of the Zamtel Money platform.