Zeyini
This is a translation provided for your convenience. The French version is the only authoritative text; in case of any difference, the French version prevails.
1. Who we are
The Zeyini platform (the Zeyini app and the zeyini.com website) is operated by Proli, registered with the RCCM of Cotonou under no. RB/ABC/24 A 115721, represented by Mr Wetchegnon Ifedun Fidèle Kouessi, establishment at Îlot 29, Parcelle N', Cocotomey, Godomey, Abomey-Calavi, Benin, which operates the Zeyini platform.
In these terms, "Zeyini", "we" and "our" mean Proli as operator of the platform. "You" means the customer who uses Zeyini to order a meal or an item, send a parcel, book a home service or subscribe to Zeyini Plus.
To write to us: contact@zeyini.com, or from the help section of the app.
2. What Zeyini does
Zeyini is an intermediary. The platform connects customers with restaurants and shops (Zeyini Eat), independent couriers (delivery of orders and parcels) and independent home service providers (Zeyini Services).
Restaurants and shops sell their own products: they set their price, prepare them and are responsible for them. Couriers and service providers are independent professionals who freely accept deliveries and jobs; they are not Zeyini employees.
Zeyini provides the app, checks the files of couriers, providers and merchants before they start, calculates and displays prices, collects online payments, organises the search for a courier or provider, tracks each order and handles complaints.
3. Accepting these terms
By creating your account, and with each order, you accept these terms in the version in force at that time. They are available at any time from sign-up, the payment screen, your account and the footer of the app.
Some offers have their own rules, shown before you confirm (for example a promotion, or a restaurant that does not accept cash). In case of difference, the rule shown for the offer prevails over these general terms.
4. Your account
To order, you need a Zeyini account. It is created with a Beninese phone number, verified by a code received by SMS, a first name and a password. You must have legal capacity to contract; a minor uses Zeyini under the responsibility of their parents.
Your information must be accurate and up to date, in particular your number and delivery addresses. Your password is personal: any order placed from your account is deemed to be made by you, unless you have reported fraudulent use. Let us know without delay if you think someone else is using your account.
You can delete your account from the app (Account, then Manage account). If your wallet holds money, write to us first to get it back.
5. Ordering a meal or an item (Zeyini Eat)
You choose a restaurant or shop, your dishes or items, delivery or pickup, now or for a time slot, your address and your payment method. The summary shows the details before you confirm: price of the dishes, delivery fee, any cash withdrawal fees or payment fees, and the total.
An order paid online is sent to the restaurant only once the payment is received. The restaurant may accept or refuse the order. For delivery, preparation starts only once a courier has been assigned, so that your meal does not get cold.
A 4-digit code is shown in your order. Give it to the courier (or to the restaurant, for a pickup) only once you have the order in hand: it counts as acknowledgement of receipt.
The content of the dishes, their ingredients, allergens and quality are the restaurant's responsibility. If you have an allergy, say so in the order note and, if needed, call the restaurant.
6. Sending a parcel
You give the pickup point, the recipient, the type of parcel, its content and a photo of the packed parcel. The delivery price is shown before you confirm. You choose who pays for delivery: you, or the recipient on handover.
A parcel by motorbike fits in the courier's bag or on the motorbike: 15 kg at most and, for a box, 50 × 40 × 40 cm at most. Beyond that, delivery is made by tricycle (kloboto) or van, on a time slot. The content you declare is known only to the Zeyini team, never to the courier.
You may ask the courier to collect an amount from the recipient (cash on delivery, 500,000 F at most); Zeyini then pays it back to you.
You are responsible for the packaging, the accuracy of the declaration and the lawfulness of the content (section 13). The courier may refuse a parcel that is badly packed, larger or heavier than declared, or that seems to contain a prohibited item.
7. Home services (Zeyini Services)
You book a provider for a service (cleaning, cooking, gardening, repairs and more), for a duration or on quote. The price includes the provider's pay, based on their hourly rate, and Zeyini's service fee, shown separately.
The money for the job is held on your wallet until the end: it is paid to the provider only after your confirmation, or automatically 24 hours after the announced end if you report no problem. In case of disagreement, Zeyini reviews the job (hours, start and end locations, photos, messages) and decides on a full or partial refund.
The provider carries out the service as an independent professional and is responsible for it. You must allow them to work in normal conditions of safety and respect.
8. Zeyini Plus
Zeyini Plus is a monthly or yearly subscription, at the prices shown in the app when you subscribe. It offers free delivery on Zeyini Eat orders from 6,000 F of dishes, for deliveries made by bag or motorbike. The threshold and conditions in force are always shown in the app.
Zeyini Plus is a Zeyini subscription, separate from any subscription taken on another partner site.
Renewal. Three days before your subscription ends, we let you know and remind you what will happen. On the due date, if you have chosen automatic renewal:
- if you have saved a card for Zeyini Plus, the subscription is renewed by an automatic charge to that card;
- otherwise, it is renewed from your Zeyini wallet, only if it holds enough money that day.
Mobile Money is never charged automatically: if you pay by Mobile Money, you renew yourself, in one tap, from the app. Without automatic renewal, the subscription simply ends at the end of the paid period.
You can stop automatic renewal or remove your card at any time from the app; the subscription stays active until the end of the paid period. A failed charge is not retried without your consent.
9. Prices, fees and surcharges
Prices are in CFA francs (F), including taxes where taxes apply. The price of dishes and items is set by the restaurant or shop. The price of delivery, parcels and service fees is calculated by Zeyini and shown before you confirm.
A delivery price takes into account the distance and, depending on the case:
- a surcharge at peak hours, at night, on Sundays, or in case of high demand;
- announced extras: weight above the stated threshold, floors without a lift, porter, extra stop, waiting beyond the free minutes;
- the vehicle required (bag, motorbike, tricycle, van).
The price shown when you confirm is the price you pay, except for a waiting fee or an extra you accepted during the delivery. No surcharge is added afterwards without being shown to you.
10. Payment
You can pay:
- in cash, on delivery or at pickup, if the restaurant accepts it. For cash on delivery, the Mobile Money withdrawal fees that the courier will pay to hand the money over are added, according to the grid shown before you confirm;
- with your Zeyini wallet, which you top up from 500 F to 500,000 F;
- by Mobile Money (MTN MoMo, Moov Money, Celtiis Cash, Coris Money, BestCash Money), confirming on your phone with your secret code;
- by bank card (Visa, Mastercard).
Mobile Money payments are processed by our payment providers (FedaPay, PawaPay), card payments by Stripe. Zeyini never sees nor keeps your Mobile Money secret code or your card number. Online payment fees may apply; they are always shown before you confirm.
An online payment not confirmed within 30 minutes is abandoned, and the order waiting for it is cancelled at no cost.
Fraud. Any fraud or attempted fraud (payment disputed in bad faith, stolen payment method, false report to obtain a refund, identity theft, tampering with delivery codes, creating multiple accounts to get around a rule) leads to the immediate closure of the account and a ban from the platform, without prejudice to legal action before the competent courts. Zeyini keeps the relevant evidence (order history, payments, locations, messages, photos) and may pass it on to the authorities and payment providers. Sums obtained by fraud are claimed back.
11. Cancellations and refunds
When you can cancel:
- a Zeyini Eat order: as long as the restaurant has not started preparing it, or up to one hour before the chosen slot for a scheduled order;
- a parcel: as long as the courier has not picked it up;
- a service job: as long as the service has not started.
You are refunded in full, without having to ask, when:
- you cancel before preparation or before the parcel is picked up;
- the restaurant refuses your order, closes, or does not answer in time;
- no courier could be found and you choose to cancel;
- your order could not be delivered through the fault of the courier or of Zeyini;
- the provider withdraws after you have paid their quote.
When a complaint is accepted (for example a missing dish), the refund may be partial: it matches what is missing or what was not done. We never refund more than you paid.
How you are refunded. The money goes back through the method used to pay:
- bank card: refund to the card, visible within 5 to 10 working days depending on your bank;
- Mobile Money: transfer to the number that paid, usually within a few minutes;
- Zeyini wallet: immediate credit.
You can always choose to be refunded on your Zeyini wallet, straight away: when cancelling, in your payment methods, or on a refund that did not go through. An order paid partly with the wallet is refunded the same way, each part through its own method.
You are notified by push notification and by email (if you gave us an address) of the amount, the method and the delay, and you can follow the refund in your order. For your security, a large refund, or more than two refunds in 30 days, is checked by the team before it is sent; you are informed.
An order paid in cash is not paid in advance: its cancellation gives rise to no refund, except for sums already paid. Any online payment fees are returned on simple request when the cancellation is not your fault.
12. Complaints
A problem with an order, a parcel or a job? Report it from the app (your order, then "Report a problem", or the help section), if possible within 48 hours and at the latest 7 days after the delivery or the service, with a photo when useful. For a job, report the problem before confirming the end.
The Zeyini team answers you in the app. It reviews the available information (tracking, photos, locations, messages, statements from the restaurant, courier or provider) and decides what to do. An accepted complaint gives rise to a refund under section 11.
13. Items prohibited from sending
You must not hand to a Zeyini courier:
- weapons, ammunition, explosives, fireworks and their parts;
- narcotics, medicines without a prescription where one is required, and any illegal substance;
- flammable, corrosive, toxic or dangerous products (fuel, gas bottles, chemicals);
- cash, jewellery, precious metals or securities, except for the collection provided for in section 6;
- live animals and badly packed perishable food;
- counterfeit or stolen products, or products whose sale is prohibited in Benin;
- other people's identity documents, unless their holder agrees;
- any item whose transport or possession is prohibited by law.
When in doubt, the courier may refuse the parcel. Sending a prohibited item is the sole responsibility of the sender and may be reported to the authorities.
14. Reviews and ratings
After an order is delivered or picked up, you can rate the restaurant, the courier and your dishes (1 to 5 stars) and leave a comment, once per order. After a job, you can rate the provider.
Your reviews must be honest, based on your own experience, and respectful. Zeyini may remove a review that is insulting, defamatory, discriminatory, off topic, contains personal data, or was posted in exchange for a benefit. Ratings help other customers and allow Zeyini to monitor the quality of partners.
15. Prohibited behaviour
By using Zeyini, you agree to:
- respect couriers, providers, restaurants and the team: no insults, threats, violence, harassment or discrimination; couriers work in traffic, often in heat or rain, and deserve the same courtesy as any professional;
- be reachable and present at the address given, and give the code only once the order is in your hands;
- not ask the courier to break the highway code, carry a passenger or a prohibited item, or make an unplanned detour without Zeyini's agreement;
- not bypass the platform to pay a courier or provider met through Zeyini;
- not use Zeyini for unlawful purposes, nor disrupt how it works (bots, hacking, data scraping).
A breach may lead to a warning, suspension or closure of the account (section 18).
16. Liability
Zeyini undertakes to run the platform with care, to check partners before they start, to calculate prices transparently and to handle complaints seriously.
The restaurant or shop is responsible for its products (ingredients, quality, hygiene, compliance). The courier is responsible for properly handing over the order or parcel. The provider is responsible for their service. Zeyini, as an intermediary, is not liable for their failings, but helps you obtain redress and refunds you in the cases of section 11.
For a parcel lost or damaged during delivery through the courier's fault, compensation is limited to the declared and proven value, and to 100,000 F at most per parcel, except in case of gross or intentional misconduct. Beyond that, insure your parcel by your own means.
Zeyini is not liable for indirect damage, nor for a delay or interruption due to a cause not attributable to it (phone network, payment provider, traffic, weather, force majeure). Nothing in these terms limits Zeyini's liability for bodily injury or gross misconduct, nor the rights the law guarantees you as a consumer.
17. Your personal data
Zeyini processes your personal data in accordance with Law no. 2017-20 of 20 April 2018 on the Digital Code of the Republic of Benin, under the supervision of the personal data protection authority (APDP). The data controller is Proli, operator of Zeyini.
What we use and why:
- your account (phone, first name, last name, encrypted password, email if you give it): to identify you and keep you informed;
- your addresses and orders, parcels, jobs, messages, reviews: to carry out your orders and handle your complaints;
- your payments and wallet: to collect, refund and meet our accounting obligations; secret codes and card numbers stay with our payment providers;
- your help requests: to answer you, including with the help of an artificial intelligence assistant.
Location. Your location is used to place your address, estimate prices and find the nearest couriers and providers. It is used only with your consent, which you can withdraw in your phone settings. During a delivery, you see the courier's location.
Sharing with the courier or provider. The courier sees your first name, your number and the delivery address only after accepting the delivery, and only for the duration of the delivery; likewise the provider, for the job. The declared content of a parcel is known only to the Zeyini team. We do not sell your data and do not use it for third-party advertising.
Retention. Your data is kept as long as your account exists; records of payments and orders are kept for the time required by accounting and legal obligations, then deleted or anonymised.
Our emails. We write to you for two distinct reasons. Service emails go with what you do on Zeyini: an order, a delivery, a payment, a contract, an invoice, a refund, the security of your account. They are sent in every case for as long as you have an account: they are part of the service and cannot be refused. All other emails, telling you about something new, offering you a deal or giving you a tip, carry an unsubscribe link that works in one click, with no need to sign in. As soon as you unsubscribe we stop sending them; you can also set this choice at any time from your account, and change your mind whenever you like.
Your rights. You can access your data, have it corrected or deleted, object to certain processing, and withdraw your consent, by writing to contact@zeyini.com. You can also contact the APDP. Details are in our privacy policy, available from the app.
18. Suspension and closure of the account
Zeyini may suspend or close an account, after a warning where the situation allows, in case of breach of these terms, dangerous or disrespectful behaviour, fraud or serious suspicion of fraud, or non-payment. In case of fraud or danger, closure may be immediate (section 10).
You are informed of the decision and its reason, and you can challenge it by writing to contact@zeyini.com. Money in your wallet that does not come from fraud is returned to you.
19. Force majeure
Zeyini is not liable for a failure caused by force majeure, that is an event beyond its control, which it could not reasonably foresee and whose effects it cannot avoid: natural disaster, flood, epidemic, riot, decision of the authorities, general failure of phone or power networks, general failure of a payment provider. Orders that cannot be carried out are then cancelled and refunded under section 11.
20. Changes to these terms
Zeyini may update these terms, for example for a new service or a new rule. The new version has a number and a date. We notify you in the app at least 15 days before it comes into force, except for a change required by law or for your safety. Orders placed before it comes into force remain governed by the version in force on the day of the order. If you do not accept the new version, you can stop using Zeyini and delete your account.
21. Governing law, disputes and language
These terms are governed by Beninese law, including the applicable OHADA uniform acts.
In case of difficulty, first write to us at contact@zeyini.com or from the help section of the app: we look for an amicable solution, and you may ask for mediation. Failing agreement within 30 days, the dispute may be brought before the competent courts of Cotonou, without prejudice to the protective rules you enjoy as a consumer.
These terms are written in French. A translation may be offered to help you; in case of any difference, the French version prevails.