Terms of Service

Last updated: 28 September 2026

These Terms of Service ("Terms") govern your use of the Elitrasmart Medical Supplies Limited website, your account, our ordering services, and the Smart National Quiz (including ticket purchases). By creating an account or placing an order, you agree to these Terms. Please read them carefully.

1. About us

Elitrasmart Medical Supplies Limited ("Elitrasmart", "we", "us", "our") is a company registered in the Republic of Zambia, with our head office at Cairo Road, opposite Bank of Zambia, Church House Building, Shop No. 4, Lusaka. You can contact us at elitrasmartltd@gmail.com or +260 978 544 195.

2. Our services

We supply medical uniforms and related products (including custom-made items), to:

• Wholesale (distributor) customers through approved accounts; and
• Retail customers through our in-store ordering service.

We also organise the Smart National Quiz, including school registrations and spectator ticket sales.

3. Accounts and registration

3.1 To access wholesale ordering, you must create an account and complete our distributor application. Approval is at our sole discretion, and we may request additional information or documents. We may approve or reject an application, and we are not obliged to give reasons.

3.2 You must provide accurate, complete, and current information. You must keep your login details confidential and notify us immediately if you suspect unauthorised use of your account. You are responsible for all activity under your account.

3.3 We may suspend or terminate your account if you breach these Terms, provide false information, or misuse the website.

3.4 If we reject your application, you may submit one appeal through the website. Your appeal is read by a member of our team, and we will respond through your account. Our decision on appeal is final, but you are welcome to contact us again if your circumstances change or you can supply information that was missing from your original application.

4. Orders and pricing

4.1 All prices are in Zambian Kwacha (ZMW) unless stated otherwise. Prices and product availability may change without notice, but confirmed orders are honoured at the price agreed in the order confirmation.

4.2 Custom-made or personalised items are made to your specifications and sizes. It is your responsibility to provide correct measurements, sizes, and artwork. We are not responsible for errors caused by incorrect information you provide.

4.3 Where you upload designs or artwork (for example, logos for embroidery), you confirm you have the right to use that material and you grant us a licence to use it solely to fulfil your order.

4.4 Some products may be out of stock. We may accept an "out of stock" order as a backorder and fulfil it when stock becomes available.

5. Payments

5.1 Orders may require a deposit, with the balance payable as agreed (for example, a 75% deposit and a 25% balance before delivery). Payment terms for each order are set out in the order flow.

5.2 Smart Quiz tickets are paid by mobile money through our payment processor, PawaPay (MTN, Airtel, or Zamtel). A ticket is only confirmed once payment has completed. If you do not approve the payment prompt on your phone, your ticket will not be issued.

5.3 For other orders, if you pay by bank transfer or mobile money, you must upload your proof of payment. Your order will not progress until payment is verified.

5.4 We do not currently accept card payments. Payments are processed by third parties; we are not responsible for delays or failures caused by those providers or by your bank or mobile money provider.

6. Refunds and cancellations

6.1 Orders: you may request cancellation of an order that has not entered production. Custom-made items that have entered production cannot be cancelled or refunded except where the item is defective or does not match your confirmed specifications.

6.2 Defective items: if an item is defective or materially different from the confirmed order, contact us within 7 days of receipt and we will repair, replace, or refund it at our discretion.

6.3 Smart Quiz tickets: ticket refunds are available at our discretion (for example, if the event is cancelled) and are processed back to the original payment method through PawaPay. Ticket fees are generally non-refundable for non-attendance.

6.4 Refunds, where approved, may take time to process depending on the payment provider.

7. Delivery

7.1 Delivery times are estimates and may be affected by production schedules, stock, and third-party logistics. We are not liable for delays outside our reasonable control.

7.2 Risk in goods passes to you on delivery. Please inspect goods on receipt and report any damage or shortage within 7 days.

8. Smart Quiz

8.1 School registration is subject to confirmation by us. Registration requirements, team composition, dates, and venue are communicated during registration and may change due to circumstances beyond our control.

8.2 Spectator tickets are personal to the buyer and may not be resold for commercial purposes without our written consent.

8.3 We may cancel or reschedule the quiz, in which case registered schools will be notified and ticket holders will be offered a refund.

9. Acceptable use

You agree not to:

• Use the website for any unlawful purpose;
• Submit false, misleading, or fraudulent information or documents;
• Attempt to gain unauthorised access to accounts, systems, or data;
• Interfere with the website's operation (for example, by automated scraping or attacks);
• Upload material that infringes third-party rights or contains malware.

10. Intellectual property

All content on this website (text, images, logos, designs) belongs to Elitrasmart or its licensors and may not be copied or used commercially without our written permission. Your uploaded designs remain yours, subject to the licence in clause 4.3.

11. Privacy

Our handling of your personal data is described in our Privacy Policy, which forms part of these Terms. Your personal data is processed in accordance with the Data Protection Act No. 3 of 2021.

12. Disclaimer and limitation of liability

12.1 The website is provided "as is". To the maximum extent permitted by law, we disclaim all warranties, express or implied, including fitness for a particular purpose, except as set out in these Terms.

12.2 To the maximum extent permitted by law, our total liability arising out of or in connection with an order is limited to the amount you paid for that order. We are not liable for indirect or consequential losses (such as loss of profit, business interruption, or loss of data).

12.3 Nothing in these Terms excludes liability that cannot be excluded under Zambian law, including liability for fraud or for death or personal injury caused by our negligence.

13. Indemnity

You agree to indemnify us against claims, losses, and costs arising from your breach of these Terms, your misuse of the website, or your infringement of third-party rights.

14. Force majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including natural disasters, power or network failures, epidemics, or government restrictions.

15. Governing law and disputes

These Terms are governed by the laws of the Republic of Zambia. Any dispute will first be referred to us in writing; if it cannot be resolved amicably within 30 days, the courts of Zambia will have jurisdiction.

16. Changes to these Terms

We may update these Terms from time to time. The updated version will be posted on this page with a new "Last updated" date. Continued use of the website after changes take effect constitutes acceptance of the updated Terms.

17. Contact

• Email: elitrasmartltd@gmail.com
• Phone: +260 978 544 195
• Address: Cairo Road, opposite Bank of Zambia, Church House Building, Shop No. 4, Lusaka, Zambia