Zimbuyer Terms and Conditions

Last updated: July 2026

These Terms and Conditions apply when you access Zimbuyer.com, place an order through the website or WhatsApp, purchase products, request delivery, purchase airtime, request a bill payment or use another supported Zimbuyer service.

By submitting an order or transaction, you confirm that you have read, understood and agreed to these terms.

Please also read our About Zimbuyer, How It Works and FAQs page.


1. Orders and Acceptance

An order submitted through the website, WhatsApp or another approved channel is a request for Zimbuyer to provide the selected products or services.

An order is normally accepted after:

  • The requested products or services have been reviewed.
  • The buyer, recipient and service information has been checked.
  • The delivery arrangement and charge have been confirmed where applicable.
  • Payment has been successfully authorised.
  • Any required verification has been completed.

Zimbuyer may refuse, delay, hold or cancel an order where there is a pricing error, product unavailability, unsupported delivery location, failed payment, suspected fraud, legal restriction, safety concern or another reasonable operational issue.


2. Customer and Recipient Information

The customer must provide complete and accurate buyer, recipient, delivery, mobile, account and payment information.

For physical deliveries, this may include the recipient's full name, working Zimbabwean telephone number, complete address, town, suburb, nearest landmark and access instructions.

For airtime, bill payments and other electronic services, the customer must carefully check the mobile number, mobile network, account number, meter number, subscriber number, customer reference, service provider and transaction amount.

Zimbuyer may process a transaction using the information supplied. The customer is responsible for losses, delays or additional costs caused by incorrect or incomplete information.

By providing recipient information, the customer confirms that they are authorised to provide it for order processing, delivery, communication and verification.


3. Prices, Delivery Charges and Payment

Product and service prices are displayed on the website, during checkout or in a quotation or order summary provided by Zimbuyer.

Delivery charges are based on the active delivery location selected during checkout or confirmed by Zimbuyer. Delivery to locations outside the standard delivery areas requires prior arrangement, and pricing may vary.

Where the customer selects an incorrect delivery location, Zimbuyer may request payment of the difference before preparation or dispatch.

Payment must normally be completed before products are prepared, electronic value is submitted or delivery is dispatched.

Available payment methods may include Visa, Mastercard and other methods displayed during checkout.

The customer confirms that:

  • They are authorised to use the selected payment method.
  • The payment information is correct.
  • Sufficient funds or credit are available.
  • The transaction is lawful and not connected to fraud.

Bank, foreign-transaction and currency-conversion fees are determined by the customer's financial institution and are not controlled by Zimbuyer.

Zimbuyer may delay, hold or cancel a transaction while payment, identity, recipient or fraud verification is completed.


4. Product Information, Availability and Substitutions

Zimbuyer makes reasonable efforts to keep product information accurate. Packaging, labels, colours, sizes, supplier prices and availability may change. Product photographs are for illustration, and fresh or handmade products may naturally vary.

If a material pricing or description error is identified after an order is submitted, Zimbuyer may contact the customer for approval, offer an alternative, remove the affected product, refund the affected amount or cancel the order.

All products are subject to availability. If a product is unavailable, Zimbuyer may:

  • Contact the customer for instructions.
  • Offer a reasonably comparable substitute.
  • Remove the unavailable product.
  • Adjust the order.
  • Provide a credit or refund for the affected amount.
  • Delay the order with the customer's approval.

A substitute will normally be reasonably similar in product type, size, quality, purpose and value. Zimbuyer will not charge a higher price for a substitute without approval.

The customer must tell Zimbuyer before fulfilment about allergies, medical requirements, dietary restrictions, religious restrictions, brand restrictions or other important substitution limitations.


5. Delivery Areas, Times and Attempts

Standard delivery locations and fees are based on Zimbuyer's active delivery configuration and may change when delivery areas or prices are updated.

Delivery outside the standard delivery areas may be available by arrangement, with pricing based on location, distance, access, order requirements and transport costs.

The earliest normal delivery is generally the next available delivery day after payment and order confirmation. Some orders may take up to 72 hours or longer.

Delivery times are estimates unless confirmed in writing and may be affected by stock, preparation, location, public holidays, traffic, weather, verification, supplier delays or other operational conditions.

The customer must ensure that the recipient:

  • Has a working Zimbabwean telephone or WhatsApp number.
  • Can provide clear delivery directions.
  • Is available during the arranged delivery period.
  • Can complete the required delivery verification.
  • Has authorised an alternative responsible adult where necessary.

If delivery cannot be completed because nobody is available, the recipient cannot be contacted, the address is incorrect, access is unavailable or verification cannot be completed, Zimbuyer may return the products, arrange another delivery attempt and charge an additional delivery fee.

Perishable products may not be refundable where delivery failed because of incorrect customer information, recipient unavailability or refusal to complete reasonable verification.


6. Delivery Confirmation, OTP and Identity Verification

Zimbuyer may use delivery-verification methods to confirm that an order reaches the correct recipient.

Where available, a one-time password or delivery verification code may be sent to the recipient's registered mobile number. The recipient should only provide the OTP when the products are physically presented for delivery.

The delivery representative will not require the recipient's banking PIN, mobile-money PIN, online banking password or card security code.

If an OTP cannot be received or verified because of network availability, device problems, an incorrect number or another reasonable issue, Zimbuyer may use an approved alternative method.

This may include capturing a photograph of an acceptable Zimbabwean identity document presented by the recipient.

Identity verification may be used to:

  • Confirm the recipient's identity.
  • Prevent delivery to the wrong person.
  • Create proof of delivery.
  • Investigate a delivery dispute.
  • Prevent fraud.
  • Respond to a chargeback or payment investigation.

The recipient will be informed when verification is required. Zimbuyer may withhold an order if reasonable verification is refused.

An order may be handed to an alternative person only where the buyer or intended recipient has authorised that person, the person is a responsible adult and Zimbuyer is satisfied with the verification provided.


7. Airtime, Bill Payments and Other Electronic Services

Zimbuyer may provide airtime, bill-payment and other electronically fulfilled services for supported mobile networks, billers and service providers.

Processing times:

Electronic services may be processed in or near real time when the relevant network, biller, payment platform and supporting systems are available.

Near-real-time processing does not mean that every transaction will be completed instantly.

Processing may be delayed where:

  • A network, biller or payment platform is unavailable.
  • The transaction is placed into a pending status.
  • Manual verification is required.
  • The information supplied requires correction.
  • A provider is carrying out maintenance.
  • The transaction requires manual processing by Zimbuyer.

Where an automated service is unavailable, Zimbuyer may queue the request and complete it manually or later when the relevant service becomes available.

Incorrect customer information:

Zimbuyer is not responsible for a successful airtime purchase or bill payment sent to an incorrect but valid number or account supplied by the customer.

Zimbuyer may try to assist with tracing or correcting the transaction, but reversal cannot be guaranteed.

Non-refundable completed transactions:

Bill payments, airtime purchases and other completed electronic-value transactions are non-refundable once successfully submitted, delivered or credited to the account or mobile number supplied by the customer.

This includes situations where:

  • The customer supplied the wrong but valid mobile number.
  • The customer selected the wrong mobile network.
  • The customer supplied the wrong but valid account, meter or subscriber number.
  • The customer changed their mind after processing.
  • The airtime was delivered or used.
  • The biller applied the payment to the supplied account.

Failed, duplicated or incorrectly processed transactions:

A transaction is not considered successfully completed merely because the request was submitted.

Zimbuyer will investigate where a transaction:

  • Fails without value being delivered.
  • Is duplicated because of a confirmed Zimbuyer processing error.
  • Is processed for the wrong amount because of a confirmed Zimbuyer error.
  • Cannot be completed because the requested service is unavailable.

Depending on the verified outcome, Zimbuyer may retry or manually complete the transaction, correct it where possible, provide a customer credit or refund a failed or duplicated amount.

Any correction or refund remains subject to verification, provider rules and applicable law.

Billers may take additional time to update an account. Customers should retain the transaction reference and allow the provider's normal posting period.


8. Changes, Cancellations and Refunds

Contact Zimbuyer as soon as possible if an order needs to be changed or cancelled.

An order may generally be changed or cancelled where preparation has not started, products have not been specially sourced or customised, delivery has not been dispatched and electronic value has not been submitted.

Cancellation may not be possible after:

  • A physical order has been prepared or dispatched.
  • A customised product has entered production.
  • A specially sourced product has been purchased.
  • Airtime has been submitted.
  • A bill payment has been submitted.
  • Another electronic-value service has been processed.

Where cancellation is accepted, reasonable payment-processing, sourcing, preparation, customisation, delivery or attempted-delivery costs already incurred may be deducted.

Where Zimbuyer cancels an unfulfilled order, the applicable unfulfilled amount will be refunded or credited.

Approved refunds are normally issued to the original payment method and remain subject to banking and payment-provider processing times.


9. Damaged, Missing or Incorrect Physical Products

The recipient should inspect physical products as soon as reasonably possible after delivery.

Contact Zimbuyer promptly if a product is missing, incorrect, damaged, spoiled at delivery or appears to have been interfered with.

Problems affecting fresh, frozen, refrigerated or other perishable products should be reported within four hours of delivery.

Problems affecting non-perishable products should be reported within 48 hours of delivery.

Zimbuyer may request the order details, photographs or video, packaging, delivery time and verification records.

After investigation, Zimbuyer may provide a replacement, redelivery, customer credit, partial refund or refund for the affected product.

The affected product and packaging should not be discarded until Zimbuyer confirms that they are no longer required.


10. Returns of Physical Products

Fresh, frozen, refrigerated, prepared and other perishable products cannot normally be returned because the buyer or recipient changed their mind.

An unopened, unused and undamaged non-perishable product may be considered for return where:

  • Zimbuyer is contacted within seven days of delivery.
  • The product remains in its original packaging.
  • The product is suitable for resale.
  • Zimbuyer approves the return in advance.

Return or collection costs may be deducted where the return was not caused by a Zimbuyer error.

Delivery charges are normally refundable only where the applicable delivery service was not completed because of a confirmed Zimbuyer error.


11. Cakes, Gifts and Special Orders

Cakes, personalised gifts and specially prepared products may require additional preparation time.

The customer is responsible for checking the recipient's name, gift message, cake size and flavour, delivery date, address, allergies and dietary requirements.

Handmade products may differ slightly in decoration, colour, flowers, packaging or presentation.

Changes, cancellations or refunds may not be possible after production of a customised product has started, unless Zimbuyer made an error or the product is defective.


12. Alcohol and Age-Restricted Products

Age-restricted products may only be purchased and delivered where legally permitted.

The customer confirms that the intended recipient meets the applicable legal age requirement. The recipient may be required to provide acceptable identification.

Zimbuyer may refuse delivery where acceptable identification is unavailable, the recipient is below the applicable age or completing delivery would violate the law.

An additional delivery charge may apply where delivery fails because age or identification requirements were not satisfied.


13. Privacy and Personal Information

Zimbuyer may use buyer and recipient information to process orders and payments, complete deliveries, communicate, verify delivery, prevent fraud, investigate disputes and meet legal obligations.

Information may include names, contact details, delivery addresses, transaction records, account or meter references, OTP records, delivery timestamps and Zimbabwean ID images where required as a fallback verification method.

Where an ID image is collected:

  • The recipient will be informed of the purpose.
  • The image will not be used for marketing.
  • Access will be limited to authorised persons.
  • Reasonable administrative and technical safeguards will be applied.
  • It will only be used for delivery verification, fraud prevention, dispute handling, chargebacks or legal requirements.
  • It will be retained only for as long as reasonably necessary.
  • It will be securely deleted or anonymised when no longer required.

Zimbuyer may share necessary information with authorised fulfilment teams, delivery operators, payment providers, mobile networks, billers and service providers involved in completing the transaction.


14. Events Outside Our Control

Zimbuyer will make reasonable efforts to fulfil accepted orders and transactions but may be affected by supplier shortages, network or biller outages, payment interruptions, electricity or internet failures, vehicle breakdowns, weather, road closures, public emergencies, government restrictions, strikes or other events outside its reasonable control.

Where reasonably possible, Zimbuyer may provide an update, process the transaction later or manually, offer another delivery date, provide a substitute, issue a customer credit or refund an unfulfilled amount where appropriate.


15. Customer Responsibilities and Acceptable Use

The customer agrees to:

  • Provide complete and accurate information.
  • Review mobile, account and delivery details carefully.
  • Select the correct delivery location.
  • Use an authorised payment method.
  • Inform Zimbuyer of allergies and important restrictions.
  • Ensure the recipient can complete delivery verification.
  • Not use the service for fraudulent, unlawful or abusive purposes.
  • Treat Zimbuyer personnel and delivery representatives respectfully.
  • Report problems promptly.


16. Limitation of Liability

To the maximum extent permitted by applicable law, Zimbuyer will not be responsible for indirect, incidental or consequential losses arising from use of the website or services.

Where Zimbuyer is legally responsible for a problem, its liability will generally be limited to the amount paid for the affected product, service or transaction.

Zimbuyer does not control the internal systems of mobile networks, billers, banks, payment providers or other third parties.

Nothing in these terms excludes or limits a consumer right or legal responsibility that cannot lawfully be excluded.


17. Changes to These Terms

Zimbuyer may update these terms when services, delivery areas, prices, payment methods, verification methods or legal requirements change.

The version published when an order or transaction is submitted will normally apply to that order.


18. Contact Zimbuyer

Email: connect@zimbuyer.com

WhatsApp: +263 77 376 1817

Direct telephone: +1 443 449 3796

Website: www.zimbuyer.com

When contacting us about an order or transaction, include the order or transaction number, buyer's name, recipient's name and a clear explanation of the issue.