Terms of Use

Welcome to Lux Liquor. These Terms of Use (“Terms”) constitute a legally binding agreement between you (“Customer”, “User”, or “you”) and Intercept Investments (Private) Limited, trading as Lux Liquor (“Lux Liquor”, “we”, “us”, or “our”), governing your access to and use of our mobile applications, website, and delivery platform services.

By creating an account, accessing, or placing an order through the Lux Liquor platform, you explicitly agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you may not use our services.

1. The Lux Liquor Marketplace Model

Lux Liquor is a technology platform that connects customers with independent, licensed third-party alcohol retailers (“Merchant Partners”) and independent delivery couriers (“Delivery Partners”). You acknowledge and agree that:

• Lux Liquor does not hold liquor licences or own the retail inventory. The legal sale and transfer of ownership of alcoholic beverages occurs at the licensed premises of the respective Merchant Partner.
• Delivery Partners operate as independent contractors responsible for picking up packaged orders from licensed premises and delivering them to your delivery location.
• Alcohol sales are strictly subject to statutory operational trading hours established by Zimbabwean liquor licensing boards and municipal by-laws.

2. Eligibility & Account Registration

• Age Verification: You must be at least 18 years old and legally competent to enter into contracts in Zimbabwe.
• Accurate Details: You agree to provide true, accurate, current, and complete information during registration, including your real name, valid mobile number, and delivery address.
• Account Security: You are responsible for safeguarding your login credentials. Any activity conducted through your account will be deemed authorized by you.
• One Account per Person: Users may not operate duplicate or fraudulent accounts to circumvent promotions, limits, or account suspensions.

3. Age Verification & Delivery Handover Protocol

To strictly comply with Zimbabwean liquor legislation and promote responsible consumption, the following delivery handover protocols apply to every order:

1. Physical ID Inspection: The Delivery Partner will require the recipient to present an official, valid government-issued photo ID (Zimbabwean National Identity Card, Valid Passport, or Zimbabwe Driver's Licence).
2. Name Verification: The Delivery Partner may check that the name on the ID matches the order details or confirms legal adulthood of the recipient.
3. Mandatory Refusal: The Delivery Partner is legally obligated to refuse delivery and return the order if:
   • The recipient fails or refuses to produce a valid photo ID proving they are 18 years or older;
   • The recipient appears visibly intoxicated, incapacitated, or under the influence of illegal substances;
   • There is reason to believe the alcohol is being procured on behalf of minors (secondary supply).
4. Restocking & Return Fee: If an order cannot be delivered due to age verification failure, recipient absence, or intoxication, the order will be cancelled. A non-refundable restocking and return delivery fee will be deducted from any eligible refund.

4. Ordering, Pricing & Payments

• Pricing: All prices displayed on the app reflect the retail price set by Merchant Partners, inclusive of applicable sales taxes, unless indicated otherwise.
• Fees: Order totals include the item prices, applicable delivery fees, platform service fees, and optional courier tips. All fees are displayed before you confirm payment.
• Supported Payment Methods: We accept approved digital payment channels in Zimbabwe, including EcoCash, InnBucks, Zipit/local bank transfers, Visa/Mastercard, and select Cash-on-Delivery options.
• Order Acceptance: An order is only confirmed when the Merchant Partner accepts the order and payment authorization is received. Merchant Partners reserve the right to decline or substitute items based on stock availability.

5. Cancellations, Returns & Refunds

• Customer Cancellations: You may cancel an order free of charge only before the Merchant Partner has commenced preparation or packaging. Once dispatched with a courier, the order cannot be cancelled.
• Non-Returnable Items: In accordance with health, safety, and liquor licensing regulations, alcoholic beverages, perishable goods, and opened bottles cannot be returned once handed over.
• Damaged or Incorrect Items: If you receive broken bottles, incorrect items, or incomplete orders, you must notify customer support via the app or email within two (2) hours of delivery, providing clear photographic proof. Valid claims will be refunded or credited.

6. Prohibited Activities

You agree not to engage in any of the following prohibited conduct:

• Procuring alcohol for persons under the age of 18;
• Abusing, threatening, harassing, or endangering Delivery Partners or customer support staff;
• Ordering deliveries to public schools, healthcare institutions, or locations prohibited by municipal liquor regulations;
• Falsifying identification or using stolen payment cards / mobile wallets;
• Attempting to decompile, reverse engineer, scrape, or disrupt the Lux Liquor application.

7. Limitation of Liability

To the maximum extent permitted under Zimbabwean law:

• Lux Liquor provides the platform on an “as is” and “as available” basis without warranties of any kind.
• Lux Liquor is not liable for delayed deliveries caused by adverse weather, traffic disruptions, vehicle breakdowns, fuel shortages, or force majeure events.
• Lux Liquor is not liable for health consequences resulting from excessive alcohol consumption. Customers are urged to drink responsibly and never drink and drive.

8. Account Termination & Deletion

Lux Liquor reserves the right to suspend or terminate your account immediately if you breach these Terms, engage in fraud, or abuse our delivery partners. You may delete your account at any time by following the instructions on our Account Deletion Page or via the in-app settings.

9. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Republic of Zimbabwe. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts of Zimbabwe in Harare.

10. Contact Us

For questions or notices regarding these Terms of Use, please reach out to:

• Legal Department: legal@luxliquor.co.zw
• General Support: support@luxliquor.co.zw
• Address: Intercept Investments (Private) Limited t/a Lux Liquor, Harare, Zimbabwe