Welcome to Pokelela Driver ("the App"), the delivery rider platform of Pokelela, a food and general delivery service operating at the University of Zambia (UNZA) and surrounding areas in Lusaka. By registering as a delivery rider on this App, you agree to be bound by these Terms of Service ("Terms").

These Terms constitute a legally binding agreement between you ("Rider", "you") and the Pokelela Initiative ("Pokelela", "we", "our", "us"). If you do not agree, please do not use the App.

To register as a Pokelela delivery rider, you must:

• Be at least 18 years of age.
• Hold a valid Zambian driver's licence appropriate for motorbike operation, or be a licensed cyclist where applicable.
• Own or have lawful possession of a roadworthy motorbike or bicycle suitable for delivery.
• Possess valid third-party insurance for your delivery vehicle where required by Zambian law.
• Pass Pokelela's document and background verification process.
• Provide accurate, current, and complete registration information.

As a Pokelela delivery rider, you agree to:

• Maintain your motorbike or bicycle in a safe, clean, and roadworthy condition at all times.
• Comply with all applicable Zambian traffic laws, the Road Traffic Act, and University of Zambia campus regulations.
• Wear appropriate protective gear, including a helmet, at all times while making deliveries.
• Handle all food and delivery items with care to ensure they arrive in good condition.
• Treat all customers with professionalism, courtesy, and respect.
• Never operate your vehicle under the influence of alcohol, drugs, or any impairing substance.
• Complete accepted delivery requests promptly and to the best of your ability.
• Not discriminate against any customer on the basis of race, gender, disability, religion, or any other protected characteristic.
• Maintain the minimum rider rating required by Pokelela's quality standards.

Pokelela provides a technology platform connecting delivery riders with customers at UNZA and surrounding Lusaka areas seeking food and general delivery services. You acknowledge that:

• Pokelela acts as a technology intermediary, not a delivery operator or employer.
• You are an independent contractor, not an employee of Pokelela.
• You are free to choose your working hours and are not obligated to accept any specific delivery request.
• Excessive cancellations of accepted requests may result in account suspension.
• Pokelela may set minimum service standards that riders must maintain to continue using the platform.
• Food deliveries must be completed within the estimated time shown in the App to maintain food quality and customer satisfaction.

• Delivery fees are calculated by the Pokelela platform based on distance, order size, and applicable promotions.
• Pokelela charges a service fee (commission) communicated through the App, which may be updated from time to time.
• Payments are processed via approved methods including MTN Mobile Money, Airtel Money, Zamtel Kwacha, and cash where applicable.
• Earning disputes must be raised with Pokelela support within 7 days of the disputed transaction.
• Tips given by customers are yours to keep in full and will not be subject to Pokelela's commission.

As a food delivery rider you agree to:

• Use insulated bags or appropriate containers provided or approved by Pokelela to maintain food quality during transit.
• Never open, tamper with, or consume any customer's order.
• Report damaged or spilled orders to Pokelela support immediately through the App.
• Follow any special handling instructions provided for specific orders.
• Maintain personal hygiene standards appropriate for food handling environments.

Safety is Pokelela's highest priority. You agree to:

• Report any accidents, incidents, or safety concerns to Pokelela immediately through the App.
• Not solicit additional payment beyond the delivery fee shown in the App.
• Not record customers without their explicit consent.
• Cooperate fully with Pokelela's investigations of complaints or incidents.
• Not engage in fraudulent activity, including manipulating delivery fees or creating fake orders.
• Adhere to UNZA campus rules and security requirements when making deliveries on campus.

Pokelela reserves the right to deactivate any account immediately for serious safety violations.

The Pokelela Driver App — including its design, features, logos, and content — is the intellectual property of the Pokelela Initiative. You are granted a limited, non-exclusive, non-transferable licence to use the App solely for providing delivery services on the Pokelela platform. You may not copy, modify, distribute, or reverse-engineer any part of the App.

Pokelela may suspend or terminate your account for:

• Violation of these Terms.
• Serious safety incidents or verified customer complaints.
• Fraudulent or deceptive activity.
• Tampering with customer orders.
• Failure to maintain required documents or vehicle standards.
• Extended periods of inactivity.

Any outstanding earnings owed to a terminated rider will be processed within 14 business days.

To the maximum extent permitted by Zambian law, Pokelela shall not be liable for any indirect, incidental, or consequential damages arising from your use of the App or provision of delivery services. Pokelela's total liability shall not exceed the earnings processed through the App in the 30 days preceding any claim.

These Terms are governed by the laws of the Republic of Zambia. Any disputes shall be subject to the exclusive jurisdiction of the courts of Zambia. Pokelela encourages amicable resolution before pursuing legal action.

Pokelela may update these Terms from time to time. You will be notified of material changes through the App. Continued use of the App after notification constitutes acceptance of the updated Terms.