Terms and Conditions of Service

These Terms and Conditions form the agreement between you and Dottra Lending Services Limited ("Dottra", "we", "us", or "our") for your use of the Dottra revolving credit line service ("Service").

These Terms apply together with any mandatory terms imposed by banks, mobile money operators, payment providers, or other third parties used in connection with the Service. Nothing in these Terms excludes or limits any mandatory rights or protections available to you under applicable Zambian law.

You should read and understand these Terms before registering for or using the Service. If you do not agree with them, you should not register for or use Dottra.

You accept these Terms by tapping "Accept", or an equivalent confirmation during registration, and by accessing or continuing to use the Service where permitted by law.

We may update these Terms from time to time. Material changes will be communicated through the application or another appropriate direct notification.

"Account" means your registered Dottra user account.

"Available Credit" means the portion of your Credit Limit that remains available to draw after taking your Outstanding Balance into account.

"Credit Limit" means the maximum principal exposure approved for you by Dottra.

"Credit Package" means a draw option offered through the Service specifying the principal amount, applicable Fixed Charge, Processing Fee, and repayment terms.

"Direct Debit Mandate" means the authorisation you provide allowing repayments to be collected from your designated bank account through an approved collection provider.

"Draw" means a request to withdraw funds from your Available Credit through a selected Credit Package.

"Fixed Charge" means the one-time finance charge applied to a successful Draw.

"Mobile Money Account" means your registered mobile money wallet used for supported disbursements or repayments.

"Outstanding Balance" means the total amount you currently owe under the Service as recorded in the Dottra financial ledger.

"Overdue Amount" means an amount that remains unpaid after its agreed repayment date.

"Processing Fee" means the one-time processing fee applicable to a Draw and disclosed before you confirm the transaction.

"Transaction PIN" means the personal identification number you create to authorise credit draws and other sensitive transactions.

To register for the Service, you must be at least eighteen (18) years old, be a citizen or lawful resident of Zambia, hold valid identification accepted by Dottra, maintain an active supported mobile money account, and fall within a customer category currently supported by the Service.

Supported customers may include salaried workers with verifiable employment and government-sponsored students at supported Zambian institutions.

You must provide true, accurate, complete, and current information during registration and throughout your use of the Service.

Only one Account may be registered for each individual.

We may verify information you provide against appropriate records or third-party sources and may contact your employer or educational institution where reasonably necessary, authorised by you, and permitted by law.

We may decline registration or restrict access where eligibility or verification requirements are not satisfied.

You must successfully complete Dottra's identity verification and due diligence process before accessing credit features.

Verification may require photographs of your National Registration Card, a live selfie or other identity verification information, and documents supporting your employment, income, student status, sponsorship, or other eligibility information.

You confirm that all information and documents submitted to Dottra are genuine, accurate, unaltered, and belong to you.

Verification decisions are made by Dottra's authorised team. We may approve your verification, reject it on reasonable grounds, or request additional information.

Providing false, fraudulent, altered, or misleading information may result in suspension or termination of your Account and may be reported to competent authorities where required or permitted by law.

After successful verification, Dottra may allocate you a Credit Limit based on information including verified income, sponsorship, customer category, repayment behaviour, and our internal credit and risk policies.

Receiving a Credit Limit does not guarantee that every Draw request will be approved.

Your Credit Limit may be increased, decreased, suspended, or withdrawn based on our credit policies, account activity, risk controls, eligibility requirements, or applicable law. Where required, material changes affecting your ability to borrow will be communicated to you.

If your Credit Limit is reduced below your Outstanding Balance, the amount you already owe remains payable. Your Available Credit will remain zero until repayments reduce your Outstanding Balance below the applicable Credit Limit.

You may request a Draw by selecting an available Credit Package in the Dottra application and authorising the transaction using your Transaction PIN or an enrolled biometric credential.

Before authorising a Draw, the application will display the principal amount, applicable Processing Fee, Fixed Charge, repayment terms, and total amount repayable.

Each Draw request is assessed at the time it is submitted.

A Draw may be declined where you have insufficient Available Credit, your Account is restricted or suspended, you are in default, required repayment arrangements are not active, the selected Credit Package is unavailable, or the Draw presents an unacceptable risk under our policies.

Where a Draw is approved, the applicable disbursement amount will be sent through a supported payment channel.

Your first Draw may require additional processing time while subsequent Draws will normally be processed as soon as reasonably practicable.

Funds obtained through Dottra must only be used for lawful purposes.

Once a Draw has been successfully disbursed, it cannot ordinarily be cancelled or reversed unless required by law or a processing error is established.

The fees applicable to each Credit Package will be displayed before you confirm a Draw.

A Draw may include a Processing Fee and a Fixed Charge.

The Processing Fee is a one-time transaction-related fee disclosed for the selected Credit Package.

The Fixed Charge is a one-time finance charge applied to the Draw and added to the amount you must repay.

Under the current fee structure, charges do not accrue daily or compound unless a particular Credit Package expressly states otherwise and such a structure is permitted by law.

There is no membership fee, subscription fee, or registration fee unless explicitly disclosed before you agree to it.

Changes to pricing apply to future Credit Packages and will not retrospectively change the agreed charges on a Draw that has already been completed.

Applicable taxes or statutory charges may be reflected in the amounts shown to you where required by law.

You must repay amounts drawn through Dottra according to the repayment terms displayed and accepted when you confirm each Credit Package.

Repayments may be collected through an authorised Direct Debit Mandate or made voluntarily through supported manual payment channels, including mobile money where available.

You may make partial repayments before the due date unless the applicable Credit Package provides otherwise.

Repayments are applied against your Outstanding Balance according to the allocation method displayed by Dottra and applicable law.

Where you have authorised direct debit collection, Dottra may submit the amount due for collection from your designated bank account in accordance with the mandate and the operating rules of the relevant bank or payment provider.

You should maintain sufficient funds in your designated account when a scheduled collection is due.

If an automated repayment attempt fails, your repayment obligation remains outstanding and you remain responsible for arranging payment.

As repayments reduce your Outstanding Balance, your Available Credit may increase. Once your Outstanding Balance has been cleared, your full Credit Limit may become available again subject to continued eligibility and account controls.

You must create a Transaction PIN before carrying out sensitive financial transactions through Dottra.

Where supported, you may enrol biometric authentication as an alternative transaction authorisation method.

You are responsible for keeping your Transaction PIN confidential, maintaining control of your registered device, and preventing unauthorised access to your Account.

If you believe your Transaction PIN, device, Account, or authentication credentials have been compromised, you must notify Dottra as soon as possible.

Repeated failed authentication attempts may result in temporary security restrictions.

Dottra may apply temporary Account Controls that restrict particular capabilities, including requesting new Draws or receiving disbursements.

Account Controls may be applied because of verification status, repayment status, fraud prevention measures, risk policies, legal requirements, customer category, employer or educational institution eligibility, or other reasonable policy criteria.

Account restrictions do not ordinarily prevent you from making repayments or contacting customer support.

You may be considered in default where an amount remains unpaid after its agreed repayment date, you provide materially false or misleading information, you materially breach these Terms, you use the Service for unlawful purposes, or another event occurs that materially affects your ability or obligation to repay.

Where an Event of Default occurs, Dottra may suspend your ability to request further Draws, restrict or terminate your Account, require repayment of amounts due, and take reasonable and lawful measures to recover the Outstanding Balance.

Recovery measures may include contacting you, submitting authorised collection requests, engaging appropriately authorised debt-recovery providers, or taking other lawful recovery action.

You may be responsible for reasonable and lawful recovery expenses actually incurred where permitted by applicable law.

We may contact an emergency contact only where you have expressly authorised such contact or where otherwise permitted by law. We will not disclose unnecessary sensitive financial information to an emergency contact.

You may view your transaction history and account activity through the Dottra application.

Dottra may also provide account statements, receipts, or activity reports through the application, email, SMS, or another supported communication channel.

You should review your transactions and notify us promptly if you identify an error, unexpected entry, or transaction you did not authorise.

If you lose your registered device or believe another person has gained access to your Account, you should immediately contact Dottra.

We may investigate reports of unauthorised transactions and may request information reasonably necessary to determine what occurred.

Responsibility for an unauthorised transaction will be determined according to the circumstances, these Terms, and applicable law, including whether the loss resulted from Dottra's fraud, negligence, or system failure.

You may submit a complaint through in-app support, by email at support@dottra.co, or by phone at +260 973 400 223.

We will take reasonable measures to investigate and resolve complaints within fourteen (14) business days.

If additional time is reasonably required, we will communicate the expected resolution timeline.

Where you are not satisfied with our resolution, you may exercise any right available to escalate the complaint to a competent regulatory authority or other dispute-resolution body.

Dottra processes your personal information in accordance with our Privacy Policy and applicable Zambian data protection law.

We may process information where necessary to provide the Service, perform our agreement with you, comply with legal obligations, protect legitimate interests, prevent fraud, manage credit risk, or where you have provided consent and consent is the appropriate legal basis.

Information may be disclosed to payment providers, banks, mobile money operators, technology providers, professional advisers, regulators, courts, law-enforcement authorities, and other authorised parties where necessary to operate the Service or comply with law.

We may contact you through SMS, push notification, email, phone, or in-app messaging regarding your Account, transactions, security, repayment reminders, service updates, and other matters connected with the Service.

You should notify us when important account information such as your phone number, email address, employer, or repayment account details changes.

You are responsible for providing and maintaining a compatible device, mobile connection, phone number, mobile money account, and any other equipment or services required to access Dottra.

You must safeguard your device, Transaction PIN, authentication credentials, and biometric-enabled access.

You must not knowingly permit another person to use your Account.

You are responsible for maintaining control of the phone number associated with your Account and keeping required repayment accounts operational while you have an Outstanding Balance.

You must use the Service lawfully and must not attempt to interfere with, reverse-engineer, abuse, manipulate, or gain unauthorised access to the Dottra application or its systems.

To the maximum extent permitted by law, Dottra is not responsible for losses caused solely by circumstances outside our reasonable control, including telecommunications failures, power interruptions, internet outages, third-party payment failures, bank processing delays, or failures caused by incorrect information supplied by you.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability arising from our fraud, wilful misconduct, or negligence where applicable.

Where permitted by law, you may be responsible for reasonable losses suffered by Dottra as a direct result of your fraud, unlawful use of the Service, material breach of these Terms, or deliberate misuse of your Account.

Any indemnity or limitation contained in these Terms applies only to the extent permitted by applicable law.

We may suspend, restrict, vary, or discontinue your access to the Service where reasonably necessary because of fraud or suspected fraud, material breach of these Terms, legal or regulatory requirements, security concerns, technical requirements, prolonged inactivity, risk-management requirements, or discontinuation of the Service.

Where reasonable and legally required, we will provide notice of material changes or termination.

You may request closure of your Account at any time provided that your Outstanding Balance is zero and all obligations connected with the Account have been satisfied.

Closing or terminating an Account does not cancel any repayment obligation or liability that arose before termination.

Any dispute arising from the Service should first be submitted through Dottra's internal complaints process.

If a dispute cannot be resolved internally, either party may pursue mediation, arbitration, court proceedings, or another remedy available under applicable Zambian law.

These Terms are governed by the laws of the Republic of Zambia.

Nothing in this section prevents either party from exercising any mandatory statutory or regulatory right.

Where a customer dies or becomes bankrupt while an Outstanding Balance remains, any surviving obligations will be dealt with in accordance with applicable Zambian law.

Any lawful claim relating to an Outstanding Balance may continue against the customer's estate, personal representative, trustee, or other legally responsible person to the extent permitted by law.

Dottra may send notices to you through push notification, SMS, email, phone, or in-app messaging using the contact information associated with your Account.

You are responsible for keeping your contact information current.

Notices to Dottra may be submitted through in-app support or using the contact details provided in these Terms.

You may not transfer your Account or your rights under these Terms to another person without our prior written consent where such consent is legally required.

A failure or delay by either party to exercise a right does not automatically waive that right.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

These Terms, together with any Credit Package terms accepted for a specific Draw and other policies expressly incorporated into them, constitute the agreement governing your use of the Dottra Service.

Dottra's rights and remedies under these Terms are cumulative and do not exclude rights available under applicable law.