ZapLah Terms of Service

1. Introduction

Welcome to ZapLah. These Terms govern your access to and use of the ZapLah mobile application, website, and all related services (collectively, the “Services”). The Services are provided by ZapLah Pte. Ltd. (“ZapLah”, “we”, “us”, or “our”).

These Terms include and reference:

• The Privacy Policy
• The Community Guidelines
• The Data Deletion Policy
• The Traveller Service Agreement, where a User acts as a Traveller
• Any additional policies, rules, notices, or guidelines referenced within the Services

1.1 Traveller Service Agreement

Users who list trips, make traveller offers, accept requests as Travellers, purchase or deliver requested items, or receive traveller payouts are also subject to the ZapLah Traveller Service Agreement (“Traveller Agreement”). The Traveller Agreement supplements these Terms and applies specifically when a User acts as a Traveller.

If there is an inconsistency between these Terms and the Traveller Agreement, the Traveller Agreement will prevail only in relation to traveller services, traveller responsibilities, traveller compensation, and traveller payouts. These Terms will otherwise continue to apply.

1.2 Electronic Acceptance

By creating an account, selecting an acceptance checkbox, tapping an acceptance button, or continuing to use the Services after receiving notice of applicable terms, you agree to be bound by these Terms to the extent permitted by applicable law. ZapLah may retain an electronic record of your acceptance, including the applicable document version, acceptance date, and related technical records.

2. Platform Nature and User Roles

ZapLah operates as a peer-to-peer marketplace connecting two user roles:

• “Requesters” – Users who post requests for items to be purchased and delivered from another location or country
• “Travellers” – Users who list trips or offer to purchase and deliver requested items

A User may act as a Requester, a Traveller, or both at different times.

ZapLah acts as a facilitator and technology platform and does not:

• Purchase items on behalf of Users
• Transport, deliver, store, inspect, or handle goods
• Employ, supervise, direct, or control Requesters or Travellers
• Act as an agent, partner, joint venturer, or representative of any User
• Guarantee item quality, authenticity, legality, availability, purchase, or delivery
• Guarantee that a User will complete a transaction or comply with applicable laws

Transactions and arrangements are entered into directly between the relevant Requester and Traveller. ZapLah may provide platform tools, payment processing, communications, records, and dispute administration without becoming the purchaser, seller, carrier, importer, exporter, or delivery provider for the item.

3. Eligibility

To use the Services, you must:

• Be at least 18 years old
• Have legal capacity to enter into binding agreements
• Provide accurate identity, contact, and payment information when requested
• Not be barred from using digital, marketplace, payment, or financial services under applicable law
• Not have been permanently suspended or removed from ZapLah, unless ZapLah expressly permits a new account

You may use the Services only where their use is lawful. ZapLah may restrict access by country, region, transaction type, item category, payment method, or User status.

4. Account Registration and Security

You must create an account to access most features. You agree to:

• Provide accurate, current, and complete registration information
• Keep your login credentials, verification codes, and devices secure
• Update information that becomes inaccurate, incomplete, or outdated
• Use only accounts and payment methods that you are authorised to use
• Be responsible for activity carried out through your account, except where caused by circumstances outside your reasonable control

Accounts are personal and non-transferable. You must not sell, assign, lend, or share your account with another person. If you suspect unauthorised access, notify ZapLah promptly at support@zaplah.com.

ZapLah may require identity, phone, email, payment, payout, or other verification before permitting certain activities or releasing funds.

5. Use of the Services

Users must not:

• Request, purchase, carry, import, export, or deliver prohibited, illegal, unsafe, or restricted items
• Engage in fraud, misrepresentation, impersonation, money laundering, sanctions evasion, or other unlawful conduct
• Circumvent ZapLah’s payment, fee, communication, verification, or dispute systems
• Move a transaction off-platform to avoid fees, safeguards, or records
• Create fake, duplicate, misleading, or manipulated accounts, trips, requests, offers, transactions, evidence, or reviews
• Harass, threaten, discriminate against, exploit, or harm another User
• Interfere with, reverse engineer, overload, scrape, compromise, or bypass platform security or functionality
• Upload malicious code or content that infringes another person’s rights
• Post false, deceptive, inaccurate, defamatory, or harmful content
• Use the Services for commercial activity that ZapLah has not approved

ZapLah may investigate suspected misuse and take proportionate enforcement action, including removing content, restricting features, cancelling transactions, withholding funds where reasonably necessary, issuing warnings, suspending accounts, or terminating access.

6. Payments, Fees, and Secured Payment Flow

ZapLah uses third-party payment providers, including Stripe, to process payments. Traveller payouts may also be processed through Stripe or other payout providers made available by ZapLah. ZapLah does not store complete payment-card numbers or card verification codes. Payment and payout processing remain subject to the applicable provider’s terms, availability, security checks, compliance requirements, exchange rates, and processing rules.

6.1 Secured Payment Flow

When a Requester accepts an Offer:

• The Requester’s payment is processed through the applicable payment provider
• The payment may be captured before the Traveller purchases or delivers the item
• The Traveller purchases and delivers the item according to the accepted Offer
• The Traveller’s applicable compensation may be made available after delivery confirmation or expiry of the applicable confirmation or dispute period

ZapLah may temporarily delay, restrict, reverse, refund, or withhold the transfer or release of funds where reasonably necessary to investigate a dispute, suspected fraud, chargeback, prohibited item, payment failure, compliance concern, or breach of these Terms.

ZapLah’s payment flow is a marketplace payment arrangement and should not be interpreted as a bank account, deposit account, trust account, or legally regulated escrow service unless expressly stated otherwise.

6.2 Fees

Applicable charges may include:

• ZapLah platform service fees
• Payment-processing charges
• Currency-conversion charges
• Bank, payout-provider, or recipient-bank charges
• Other charges disclosed before transaction confirmation

Fees charged by ZapLah will be displayed before confirmation where reasonably practicable. Charges imposed by banks, card issuers, payment providers, payout providers, or receiving institutions may be outside ZapLah’s control.

6.3 Refunds

Refund availability and amount may depend on:

• The transaction stage
• Whether the Traveller has already purchased the item
• Whether the item can reasonably be returned or cancelled
• Evidence submitted by the Requester and Traveller
• The outcome of any dispute, chargeback, or payment-provider review
• Applicable laws and payment-provider rules

Certain processing, conversion, service, or provider charges may be non-refundable unless otherwise required by applicable law.

7. Requester Responsibilities

Requesters agree to:

• Submit accurate, complete, and lawful item requests
• Provide sufficient item details, including model, size, colour, quantity, price expectations, and acceptable substitutions where relevant
• Check whether the item may lawfully be purchased, exported, imported, possessed, and delivered in the relevant countries
• Respond promptly and respectfully to Travellers
• Review offers, purchase proof, receipts, product details, and delivery proof carefully
• Raise concerns within the applicable confirmation or dispute period
• Confirm receipt promptly when the item has been delivered as agreed
• Pay any duties, taxes, or charges allocated to the Requester under the accepted Offer or applicable law
• Avoid pressuring Travellers into unsafe, unlawful, undeclared, or off-platform actions

Requesters remain responsible for deciding whether an item, Offer, Traveller, delivery arrangement, and transaction are suitable for their needs.

8. Traveller Responsibilities

Travellers agree to:

• List only genuine trips that they reasonably expect to undertake
• Accept only requests they are willing and legally able to complete
• Purchase the exact item described or obtain the Requester’s agreement before making a substitution
• Upload clear, accurate, and authentic proof of purchase where required
• Retain receipts and relevant records until the transaction and any dispute period are complete
• Protect and deliver items with reasonable care and within the agreed timeframe
• Upload accurate delivery proof where required
• Comply with airport, airline, customs, tax, import, export, declaration, and transportation requirements
• Pay duties, taxes, penalties, or charges allocated to the Traveller under the accepted Offer or applicable law
• Not carry illegal, restricted, unsafe, counterfeit, stolen, infringing, or undeclared goods

Travellers are responsible for understanding and complying with applicable customs, tax, airport, airline, import, export, declaration, and transportation requirements. A Traveller must not accept an item where the Traveller is uncertain whether purchasing, carrying, importing, exporting, or delivering that item is lawful or permitted.

Travellers act independently and are not employees, workers, partners, representatives, or agents of ZapLah. ZapLah does not control a Traveller’s journey, working hours, travel arrangements, or decision to accept a request.

Additional requirements concerning traveller services, indicative fees, purchase evidence, delivery responsibilities, compensation, and payouts are contained in the Traveller Service Agreement.

9. Additional Operational Terms

ZapLah does not provide, operate, or oversee external logistics arrangements. Users are responsible for agreeing how and where an item will be handed over or delivered, including meetups, courier arrangements, collection points, and personal transportation.

• ZapLah does not insure items or provide transit, customs-clearance, or delivery guarantees
• Users must exercise reasonable judgment when arranging collection, meetups, and delivery
• Users should choose safe, appropriate, and lawful meetup or delivery locations
• Users are responsible for costs and risks associated with external logistics unless otherwise agreed in the accepted Offer
• ZapLah may provide estimated dates, prices, fees, exchange values, or status indicators for convenience, but such information may change

Any third-party courier, transport, airline, retailer, bank, payment provider, or other service used by a User operates under its own terms and is not controlled by ZapLah.

10. Prohibited and Restricted Items

Users must not request, purchase, carry, import, export, or deliver:

• Illegal drugs, controlled substances, or drug paraphernalia
• Weapons, ammunition, explosives, or restricted defensive devices
• Hazardous chemicals, toxic substances, radioactive materials, or dangerous goods
• Counterfeit, fraudulent, pirated, or intellectual-property-infringing goods
• Stolen goods or goods obtained through unlawful means
• Items prohibited or restricted by airlines, airports, customs, postal, courier, import, or export rules
• Live animals, protected wildlife, or regulated biological materials
• Prescription medicines, regulated health products, alcohol, tobacco, nicotine products, or other age-restricted items where prohibited or unsupported by ZapLah
• Cash, cash equivalents, negotiable instruments, or items primarily used for unlawful financial activity
• Any item prohibited by applicable law or by ZapLah’s Community Guidelines

ZapLah may reject or remove any request or Offer where an item appears unsafe, restricted, unlawful, misleading, unusually risky, or outside the categories supported by the Services.

11. High-Value Items

ZapLah may classify an item or transaction as high-value based on the threshold, risk indicators, item category, purchase location, delivery location, or verification requirements displayed or communicated through the Services at the relevant time.

• ZapLah does not provide insurance for requested items
• ZapLah does not guarantee compensation for loss, damage, delay, confiscation, or non-delivery
• Users are responsible for assessing the risks and suitability of the transaction
• Users may independently obtain appropriate insurance where available

ZapLah may impose transaction limits or require additional identity, purchase, payment, delivery, or compliance verification before allowing a high-value transaction to proceed.

12. Disputes Between Users

If an issue arises:

• Users should first communicate through ZapLah’s in-app chat and attempt to resolve the issue reasonably
• Either party may open a dispute within the applicable timeframe
• Users may submit receipts, photographs, videos, delivery records, chat messages, retailer records, or other relevant evidence
• ZapLah may request additional evidence or clarification
• ZapLah may temporarily delay or withhold the release, transfer, or refund of funds while reviewing the matter
• Failure to respond or provide requested evidence may affect the administrative outcome

ZapLah may make an administrative determination concerning the temporary withholding, release, reversal, or refund of funds within the platform based on the information reasonably available, the accepted Offer, transaction records, submitted evidence, and applicable payment-provider rules.

ZapLah’s administrative determination does not exclude any legal rights or remedies that cannot lawfully be excluded.

13. Community Guidelines & Enforcement

Users must comply with these Terms, the Community Guidelines, and other applicable platform policies. Depending on the circumstances, ZapLah may take one or more of the following actions:

• Issue a warning or request corrective action
• Remove, hide, edit, or restrict content, requests, trips, offers, reviews, or messages
• Require additional verification or supporting information
• Restrict transactions, payments, payouts, communications, or account features
• Cancel or reverse a transaction where reasonably necessary and permitted
• Temporarily suspend or permanently close an account
• Preserve records or report suspected unlawful conduct to payment providers or authorities where appropriate

ZapLah may consider the seriousness, frequency, intent, risk, evidence, and previous account history when deciding what action to take.

14. Limitation of Liability

To the fullest extent permitted by applicable law, ZapLah is not responsible for:

• Acts, omissions, representations, or conduct of Requesters or Travellers
• Item quality, authenticity, suitability, legality, condition, or availability
• Loss, theft, delay, damage, deterioration, seizure, or confiscation of items
• Airline, airport, customs, immigration, retailer, courier, bank, or payment-provider decisions
• Unauthorised access caused by a User’s failure to protect login credentials or devices
• Indirect, incidental, special, exemplary, punitive, or consequential loss
• Loss of profits, revenue, opportunity, data, business, reputation, or goodwill
• Interruptions, delays, errors, or events outside ZapLah’s reasonable control

To the fullest extent permitted by applicable law, ZapLah’s aggregate liability arising from or relating to the Services will not exceed the total platform service fees paid by the affected User to ZapLah during the six months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes or restricts liability where such exclusion or restriction is prohibited by applicable law, including liability that cannot lawfully be excluded for death or personal injury resulting from negligence.

15. Termination & Suspension

ZapLah may suspend, restrict, or terminate an account or access to the Services where:

• A User breaches these Terms or another applicable policy
• Activity creates fraud, safety, payment, compliance, reputational, or legal risk
• Information provided by the User is false, incomplete, unverifiable, or misleading
• The account is inactive for an extended period or appears compromised
• A payment provider, bank, regulator, court, authority, or applicable law requires action
• Continued access could harm another User, ZapLah, or a third party

Where appropriate, ZapLah may provide notice or an opportunity to address the issue. Immediate action may be taken where delay could increase risk or where notice is prohibited.

Termination does not remove obligations or liabilities arising before termination. Provisions concerning payments, disputes, intellectual property, records, liability, governing law, and other provisions intended to survive will continue to apply.

16. Governing Law & Jurisdiction

These Terms and any non-contractual obligations arising from or connected with them are governed by the laws of Singapore. Subject to any mandatory rights or dispute process that applies under law, Users submit to the non-exclusive jurisdiction of the courts of Singapore.

Before starting formal proceedings, Users are encouraged to contact ZapLah at support@zaplah.com and make a reasonable attempt to resolve the matter directly.

17. Changes to These Terms

ZapLah may update these Terms from time to time to reflect changes to the Services, payment arrangements, platform policies, security requirements, business operations, or applicable laws.

Where a change is material, ZapLah may provide notice through the Application, website, email, push notification, or another reasonable communication method. ZapLah may require Users to affirmatively accept an updated version before continuing to access some or all of the Services.

Where affirmative acceptance is not required, continued use of the Services after the notified effective date constitutes acceptance of the updated Terms to the extent permitted by applicable law.

Updated Terms will identify their applicable version or effective date. Earlier transactions may remain governed by the version accepted or applicable when the relevant transaction or activity occurred.