1. Applicable to the Zambia Industrial Commercial Bank Limited (ZICB) Digital Channels
1.1 Please read the following Terms and Conditions carefully. By using Our Digital Channels and the related services, you acknowledge that you have read the Terms and Conditions, that you understand them and that you accept and will be bound by them (as they may be modified by Zambia Industrial Commercial Bank Limited (the “Bank”) from time to time, as posted on our Digital Channels). If you do not agree to the Terms and Conditions of use, do not use the Digital Channels.
1.2 These terms and conditions apply to your use of the ZICB Banking service (the “Terms and Conditions”). It is important that you read these Terms and Conditions before you use the ZICB Digital Channels. If you do not understand or are unsure about any aspect of these Terms and Conditions, do not hesitate to ask ZICB to clarify to you. These Terms and Conditions apply together with any terms and conditions applicable to the Account(s) which you have nominated to be linked on the ZICB Digital Channels. Unless otherwise specified, if there is any inconsistency between these Terms and Conditions and the terms and conditions applicable to the Account(s) which you have nominated to be linked on the ZICB Digital Channels, these Terms and Conditions will prevail for all transactions using the ZICB Online Banking service. In addition to these Terms and Conditions, other terms and conditions (that are product specific), including those implied by law apply.
2. Products and Services to be Rendered through the ZICB Digital Channels
2.1 The ZICB Digital Channels (Bank App, USSD, Internet Banking) are provided by the Bank to offer the following services:
- Obtaining information relating to the Account, including transactions and standing instructions;
- Transferring funds;
- Paying accounts;
- Making own defined payments where the Customer provides the beneficiary’s details;
- Making purchases through Merchants using QR code, Digital Channels or phone number;
- Depositing and withdrawing funds through the ZICB Digital Channels by ZICB Agents;
- Depositing and withdrawing funds using Card and/or Bank Accounts;
- Withdrawing funds through ZICB ATMs;
- Requesting from the Bank statements and replies to enquiries which relate to the customer Account;
- Purchasing further products;
- Using any other service, which may be available through channels linked to this Wallet Account.
3. Definitions
3.1 In these Terms and Conditions, the following words will have the following meanings:
- Bank or ZICB: Zambia Industrial Commercial Bank Limited (Registration Number: 120170006643).
- Billing Account: The Customer’s main account used for the purpose of debiting the fees payable in terms of this agreement.
- Commencement Date: The date of submitting or confirming the application for registration, whichever occurs first.
- Customer: The person who has registered to use the ZICB Digital Channels or ZICB Wallet Banking.
- Merchant: A company that accepts payment using the ZICB Digital Channels through POS, e-commerce platforms, QR code, or mobile number.
- Main Users: Any person(s) authorized or deemed to be authorized by the Customer to use the ZICB Digital Channels.
- Mobile Network Operators (MNOs): Telecommunications service providers offering mobile services to ZICB Customers.
- Password: Alphanumeric characters chosen by the Customer or Main User for security and authentication on ZICB Digital Channels.
- PIN: Personal Identification Number (numeric), used for authentication on the ZICB App.
- One Time Pin (OTP): A unique code sent via SMS and email for performing certain transactions on ZICB Digital Channels.
- Account: Any account held in the name of the Customer including those with valid mandates.
- ZICB Online Platforms: Includes Mobile Application, USSD, Retail and Corporate Internet Banking, SmartPay, and other affiliated digital channels.
ZICB shall not be liable for any loss or damage due to delays, errors, or unauthorized actions beyond its control. The customer assumes responsibility for all actions taken through their access.
4. Confidentiality
4.1 The Customer agrees that ZICB may share their personal information:
- With local/international law enforcement or regulatory agencies for legal purposes.
- With ZICB service providers for legitimate business needs, including marketing and research.
- With lawyers, auditors, or courts for legal or audit proceedings.
5. Use of ZICB Digital Channels
5.1 Use is governed by these Terms. Registration is required. You must be 18+ or have guardian consent or be emancipated.
5.2 Instructions authenticated via PIN/Password or agreed methods will be honored by the Bank.
5.3 Notify the Bank immediately if your Digital Channel access is compromised.
5.4 Payments are valid unless due to Bank error, fraud by Bank staff, or prior notification of compromise.
5.5 When using a Digital Certificate, Bank rules apply.
5.6 Scheduled outages will be communicated.
5.7 No overdrawing beyond agreed limits is allowed.
5.8 Follow security tips as published by ZICB.
6. Unauthorized Use/Access of PIN and Password
6.1 Transactions using valid access codes are assumed authorized unless the Customer proves fraud due to Bank negligence. Notify the Bank immediately if codes are compromised.
7. Indemnity and Warranty by the Customer
7.1 The Customer indemnifies the Bank against losses from incorrect or unauthorized instructions. The Customer warrants legal capacity to accept these Terms.
8. Duties of the Customer
8.1 Keep PIN/Password/OTP confidential and secure.
8.2 Notify and update PIN/Password immediately upon suspected breach.
8.3 Provide correct details for fund transfers. The Bank does not verify beneficiary names against numbers.
9. Other Agreements That Also Apply
9.1 These Terms must be read with other product-specific agreements (e.g., bank account, debit card, agent or merchant contracts). Conflicts are resolved in favor of the product-specific agreement.
10. Fees
10.1 Fees are debited from the Billing Account. A tariff guide is available on the website or at branches. Unpaid fees may be collected from other accounts or lead to suspension. Changes to fees will be posted with one month’s notice.
11. Availability of ZICB Digital Channels
11.1 Availability depends on Internet/Mobile Network. Use alternative channels in case of unavailability.
12. Internet Requirements
12.1 Customer is responsible for their Internet setup and costs. Liaise with ISPs for issues before contacting the Bank.
13. Mobile Phone Requirements
13.1 Customer must register with a Mobile Network Operator. They bear the cost of phone/service upgrades.
13.2 Issues with devices or networks must be resolved with the Mobile Network Operator first.
14. ZICB Point of Sale (POS) Requirements
14.1 Customers using ZICB POS must comply with the Merchant Agreement and any related terms.
15. Liability Arising from Loss or Damage
15.1 The Bank is not liable for:
- Hardware/software defects on the Customer’s side.
- ISP or Mobile Network Operator faults.
- Digital Channel outages.
- Industrial actions or force majeure.
- Customer’s erroneous or unauthorized instructions.
- Unlawful access by third parties.
- Execution errors not due to the Bank’s negligence.
16. Intellectual Property
16.1 The Bank retains all copyright and other intellectual property rights in all material, including logos, graphics, and multimedia works published on or through this website. The Customer is authorized to view and download a copy of these Terms and Conditions to a local hard drive or disk, print and make copies of such printouts, provided that the material is used for considering use of the ZICB Digital Channels and for no other commercial purposes.
16.2 Any reproduction of the Bank’s proprietary material from the website or any portion of it must include the Bank’s copyright notice in its entirety. Nothing on this website shall be construed as granting a license or right to use any trademark without the Bank’s prior written consent and/or the prior written consent of third parties, as applicable. The Customer may not, without the Bank’s prior written consent, use the Bank’s intellectual property or the intellectual property of third parties for any purpose whatsoever.
17. Termination, Suspension or Withdrawal of the ZICB Digital Channels
17.1 The Customer may terminate the ZICB Digital Channels services by giving the Bank thirty (30) days’ written notice, signed by the Customer. The Bank is entitled to terminate the ZICB Digital Channels upon expiry of a reasonable published notice.
17.2 To protect the Customer, the Bank, and the banking systems, the Bank may immediately suspend or withdraw all or part of the ZICB Digital Channels if:
- The service is being used contrary to these Terms and Conditions;
- There is reasonable belief of negligent, illegal, or fraudulent use;
- The Bank believes the system’s security may be compromised.
17.3 If the ZICB Digital Channels are not used for a period of six (6) months or more, the Bank reserves the right to terminate the agreement without prior notice. The Customer may reapply at any time. The Customer remains liable for all transactions and/or obligations (and related charges) incurred up to and including the date of termination.
18. Data Privacy
18.1 ZICB’s Privacy Policy is published on its website and may be updated from time to time. ZICB must and will comply with the commitments set out in its Privacy Statement.
18.2 The Customer accepts that ZICB may disclose or receive personal information or documents to/from local and international law enforcement or regulatory bodies to assist in the prevention, detection, or prosecution of criminal activities or fraud.
18.3 The Customer acknowledges that the use of Digital Channels increases the risk of fraud or cybersecurity breaches and agrees that ZICB may receive personal information (including IMSI numbers and other identifiers) from service providers such as MNOs, dealers, agents, subsidiaries, parent companies, or partners, for commercial, regulatory, legal, marketing, research, or fraud prevention purposes.
18.4 The Customer consents that service providers supporting ZICB products and services may provide personal information (even if obtained through a separate relationship with the Customer) for fraud prevention purposes.
18.5 “Processing” of personal information includes collecting, using, altering, organizing, disseminating, storing, retrieving, disclosing, archiving, or destroying personal data.
18.6 ZICB will collect and process personal data only for the purposes it was provided or as required by applicable law.
18.7 ZICB may process personal data to protect legitimate interests. Data will not be processed beyond what is necessary for these interests.
18.8 General purposes for collecting and processing personal data include (but are not limited to):
- 18.8.1 Creating and verifying customer records;
- 18.8.2 Assessing credit applications or adjusting credit limits;
- 18.8.3 Verifying identity, physical address, and income source;
- 18.8.4 Conducting financial assessments;
- 18.8.5 Preventing financial crimes, including anti-money laundering and terrorism financing;
- 18.8.6 Processing for research or statistical purposes (non-identifiable);
- 18.8.7 Submitting income tax information to authorities;
- 18.8.8 Business/legal asset transfers;
- 18.8.9 Conducting employment applicant screening and background checks;
- 18.8.10 Creating employee and director records;
- 18.8.11 Recording next-of-kin information;
- 18.8.12 Processing supplier information for due diligence, risk assessment, and payments.
18.14 ZICB will only process special personal information if:
- 18.14.1 The Customer has given consent (use of services implies consent);
- 18.14.2 It is necessary to exercise or defend a legal right;
- 18.14.3 It is required to comply with an international legal obligation;
- 18.14.4 It is for research or statistical purposes without harming privacy;
- 18.14.5 The information has been made public by the Customer.
18.15 Required personal data fields are marked and must be completed. Failure to provide such data may result in ZICB being unable to process an application or may lead to suspension or termination of services or employment.
18.16 Personal data is primarily collected directly from the Customer, but ZICB may also collect it from:
- Public records,
- Publicly available platforms (e.g., social media),
- Credit bureaus,
- Authorized representatives of corporate customers.
18.17 ZICB confirms it will not use or misuse personal data beyond the purposes described or communicated.
19. General
19.1 All information on the ZICB website and application is intended to provide general information about the Bank and its products/services. The Bank endeavors to keep this information current but may update or alter the content, including these Terms and Conditions, without notice. The Bank is not responsible for content errors or omissions.
19.2 Users agree to indemnify, defend, and hold ZICB harmless from any liability, loss, claim, or expense (including legal fees) arising from violations of these Terms or unauthorized use of the Bank’s services and information.
19.3 These Terms and Conditions are governed by the laws of the Republic of Zambia. Legal proceedings related to these Terms shall be adjudicated solely in Zambian courts.
19.4 If any provision of these Terms is found unenforceable by a competent Zambian court, that provision will be modified as necessary to make it enforceable, while the remainder of the Terms will remain in full effect. Any waiver by ZICB of a provision will not be deemed a waiver of any other rights or provisions.
