Terms and Conditions

Effective date: 21 August 2026

These Terms govern the use by the Customer of the PRIS App, the PRIS for Business feature and the Account issued by Puma Energy Zimbabwe (Private) Limited. The Customer must read them before loading or using the PRIS App, the PRIS for Business feature and the Account. By purchasing or using an Entitlement or accepting these Terms in the PRIS App or the Account the Customer agrees to be bound by them.

1. Definitions

2. Nature of the PRIS for Business feature in the PRIS App

2.1The PRIS for Business feature in the PRIS App allows the Customer to prepay Puma for Fuel and redeem the resulting Entitlement at a Participating Station.

2.2An Entitlement is a contractual right to receive Puma Fuel. It is not cash, a bank deposit, electronic money, a credit facility, a negotiable instrument or an investment, and no interest accrues on it.

2.3Entitlements may be used only for the Fuel and within the Puma network specified at purchase. They cannot be withdrawn as cash, transferred between customers, exchanged for cash, or used to pay an unrelated merchant.

2.4Participating Stations redeem Entitlements as Puma’s authorised agents. The Customer does not instruct Puma to pay the Participating Station on the Customer’s behalf.

3. Eligibility and Account registration

3.1A natural person must be at least 18 years old and legally capable of contracting. An organisation must act through an authorised representative.

3.2Puma may require accurate identification, contact, vehicle, tax or corporate information reasonably necessary for legal compliance, security or administration of the PRIS for Business feature in the PRIS App.

3.3The Customer warrants that all information supplied is accurate and must promptly update it. Puma may limit or suspend an Account where information is materially inaccurate, verification fails or continued access presents a legal or security risk.

4. Purchase, loading and issue

4.1Entitlements may be purchased only through channels approved by Puma and using payment methods accepted at the time.

4.2The purchase record must identify the monetary value credited, any specified Fuel grade, participating network, issue date and expiry date. Unless an error is promptly reported, that record is evidence of the Entitlement issued.

4.3An Entitlement becomes available only after Puma receives cleared funds and successfully credits the Account. A pending payment does not create a redeemable Entitlement.

4.4Puma may impose reasonable transaction or Account limits for security, operational or legal-compliance purposes. Applicable limits must be disclosed before purchase or in the PRIS App.

4.5No fee applies unless it is disclosed before the Customer completes the relevant transaction.

5. Fuel entitlement and pricing

5.1Each Entitlement represents the monetary value of Puma Fuel due to the Customer, as shown on the Account statement or transaction record. The monetary amount is a measure of the Customer’s prepaid fuel entitlement and is not cash or a withdrawable balance.

5.2On redemption, the number of litres supplied will be calculated by applying the available monetary fuel value against the lawful pump price of the selected Fuel at the Participating Station on the redemption date. Any remaining value will continue to represent an entitlement to Puma Fuel until used or expired in accordance with these Terms.

5.3Where an Entitlement is restricted to a specified Fuel grade, it may not be used for another grade unless the PRIS App expressly permits a transparent conversion accepted by the Customer before redemption.

5.4Promotional bonuses or discounts are subject to any additional conditions clearly disclosed before participation. They do not reduce the Customer’s statutory rights in respect of value paid by the Customer.

6. Redemption

6.1The Customer may redeem a valid Entitlement at a Participating Station during its operating hours, subject to reasonable stock availability and system verification.

6.2Account Entitlements may be redeemed partially where the system permits. The unused balance remains available until used.

6.3The Customer must verify the Fuel grade and quantity before fuelling. A redemption receipt or digital confirmation will be provided or made available via the Account or PRIS App.

6.4If a Participating Station cannot redeem a valid Entitlement because of a Puma system failure or lack of the relevant Fuel, the Customer may use another Participating Station, redeem later, or request the remedy described in clause 8.

6.5The price of fuel is subject to change from time to time. The price applicable to any redemption shall be the lawful pump price prevailing at the Participating Station on the date and at the time of redemption.

6.6The quantity of Fuel supplied to the Customer shall be calculated by applying the monetary value of the Customer’s available Entitlement against that prevailing pump price. Any change in the Fuel price after the Entitlement is purchased shall therefore affect the quantity of Fuel available on redemption but shall not alter the monetary value recorded in the Customer’s PRIS App or Account.

7. Security, loss and unauthorised use

7.1The Customer must safeguard Account credentials, PINs, one-time passwords and registered devices and must not disclose authentication information to another person.

7.2The Customer must report suspected loss, compromise or unauthorised use promptly through the support channels in clause 16.

7.3The Customer is not responsible for unauthorised transactions occurring after effective notification, except to the extent caused by the Customer’s fraud or deliberate disclosure of security credentials. Earlier disputed transactions will be investigated fairly having regard to the circumstances and system records.

8. Refunds, reversals and failed transactions

8.1Entitlements are ordinarily supplied for redemption as Fuel and are not cash withdrawable. This does not exclude a refund, reversal or other remedy required by law or expressly provided in these Terms.

8.2Puma will correct a duplicate debit, failed load, incorrect allocation or verified system error without charge.

8.3Where Puma permanently discontinues an Entitlement, cannot provide a reasonable redemption opportunity, or cancels it for reasons not attributable to the Customer, Puma will offer replacement, extension or refund of the unredeemed amount paid, at the Customer’s reasonable election.

8.4A mistaken purchase reported promptly and before any redemption may be reversed where operationally possible, subject only to disclosed and reasonable third-party transaction costs.

8.5Approved refunds will be made, where practicable, to the original payment method within 10 Working Days after approval. Puma may require verification reasonably necessary to prevent fraud.

9. Suspension and termination

9.1Puma may temporarily suspend an Entitlement or Account where reasonably necessary to investigate suspected fraud, comply with law, protect the Customer or the PRIS for Business feature in the PRIS App, address a security incident, or correct a material system error.

9.2Puma will give reasons and an opportunity to provide information unless prohibited by law or doing so would compromise an investigation. Restrictions will be no broader or longer than reasonably necessary.

9.3Puma may terminate an Account for material or repeated breach, fraud, unlawful use or verified security risk. Lawfully acquired and undisputed paid value will remain redeemable or refundable unless forfeiture is required by law or ordered by a competent authority.

9.4The Customer may close an Account after all pending transactions are completed. Closure does not extinguish an unresolved complaint or accrued rights.

10. Availability and changes to the PRIS for Business feature in the PRIS App

10.1Puma will take reasonable steps to maintain PRIS for Business feature in the PRIS App availability but does not guarantee uninterrupted access. Planned maintenance will, where practicable, be notified in advance.

10.2Puma may add or remove Participating Stations and make operational changes. A current station list will be available in the PRIS App, at www.pumaenergy.com or through Customer Support.

10.3A change will not retrospectively reduce the recorded monetary value of a Customer’s paid fuel Entitlement or the Customer’s statutory rights. Puma will give reasonable prior notice of a material adverse change and provide a fair remedy if the change substantially prevents redemption.

11. Corporate Customers and authorised users

11.1A corporate Customer is responsible for appointing and removing authorised users and setting any internal vehicle, driver, product, location or transaction controls available through the PRIS for Business feature in the PRIS App.

11.2Puma may rely on instructions received through properly authenticated authorised-user credentials until Puma is notified and has had a reasonable opportunity to implement a change.

11.3Corporate Customers must reconcile statements promptly and report disputed transactions within 30 days after the relevant statement, without prejudice to rights that cannot lawfully be limited.

12. Customer conduct

The Customer must not counterfeit, alter, duplicate, reverse-engineer, resell as a business, automate access to, interfere with, or use the PRIS for Business feature in the PRIS App for unlawful, fraudulent or abusive purposes. The Customer must comply with reasonable forecourt safety requirements and lawful instructions at Participating Stations.

13. Liability

13.1Puma is responsible for direct loss reasonably caused by its breach of these Terms, negligence, wilful misconduct or failure to provide a remedy required by law.

13.2Puma is not responsible for loss caused solely by circumstances beyond its reasonable control, the Customer’s breach, false information, failure to safeguard credentials, or an independent telecommunications or device failure, provided Puma took reasonable steps to mitigate the effect.

13.3Puma is not liable for indirect or consequential commercial loss that was not reasonably foreseeable when the relevant transaction was concluded. For a business Customer, Puma’s aggregate contractual liability arising from a specific incident will not exceed the value of the affected Entitlements, except where that limitation would be manifestly unfair or unlawful.

14. Personal information and communications

14.1Puma processes personal information to register and administer Accounts, issue and redeem Entitlements, prevent fraud, provide support, comply with law and improve the PRIS for Business feature in the PRIS App, as more fully described in the applicable Privacy Notice.

14.2Puma may share necessary information with Participating Stations, banks, technology providers, professional advisers and authorities, subject to legal and contractual safeguards.

14.3Transactional and security communications are part of the service. Marketing communications will be sent only in accordance with applicable law and the Customer’s choices.

15. Customer Password and Account Security

15.1Each Customer will be issued with, or required to create a unique and confidential password for accessing and using the Account, PRIS App and related services. The password is personal to the Customer and must not be disclosed, transferred or otherwise made available to any third party.

15.2The Customer shall:

• keep the password secure and confidential;
• not permit any third party to access or use the Customer’s Account;
• take reasonable precautions to prevent the password from being lost, stolen, copied or compromised; and
• notify Puma immediately upon becoming aware or reasonably suspecting that the password has been disclosed, compromised or used without authority.

15.3The Customer shall be responsible for transactions validly authenticated using the Customer’s password until Puma receives notification that the password has been compromised and has had a reasonable opportunity to suspend access to the Account. The Customer shall not, however, be liable for any unauthorised transaction arising from Puma’s negligence, a failure of Puma’s security systems, or any circumstance for which the Customer is not responsible.

15.4Puma may temporarily suspend access to the Account where it reasonably suspects unauthorised access, fraud or a security breach. Upon satisfactory verification of the Customer’s identity, Puma shall reset or replace the compromised password and restore access within a reasonable period.

16. Complaints and disputes

16.1A Customer may submit a query or complaint through the PRIS App, at a participating station, by telephone using the number published in the App and on Puma’s website, or by email to the customer-support address published there.

16.2Puma will acknowledge a complaint within 2 Working Days and aims to resolve it within 10 Working Days. If more time is reasonably required, Puma will explain why and provide progress updates.

16.3The Customer must provide available transaction details and cooperate reasonably with an investigation. Puma will communicate the outcome and reasons in writing or another durable form.

16.4If unresolved, the Customer may escalate the complaint to Puma’s designated complaints officer and thereafter to the Consumer Protection Commission or another competent regulator or court. Nothing in these Terms removes a statutory right of redress.

17. Amendments

Puma may amend these Terms to reflect legal, regulatory, security, operational or product changes. At least 30 days’ notice will be given for a material adverse amendment unless immediate change is required by law or to address an urgent security risk. An amendment will not retrospectively reduce an accrued paid entitlement.

18. Notices

Puma may give notices through the PRIS App, SMS, email, its website or another durable channel using the Customer’s most recent details. The Customer must keep contact information current. A notice is treated as received when delivered electronically without an error message or, for a website notice of general application, when published with reasonable prominence.

19. General

19.1These Terms, the transaction record, applicable product disclosures and Privacy Notice constitute the agreement concerning the Customer’s use of the PRIS for Business feature in the PRIS App.

19.2Puma’s failure or delay in enforcing a right is not a waiver. If a provision is unlawful or unenforceable, it will be limited or severed to the minimum extent necessary without affecting the remainder.

19.3The Customer may not transfer an Account or Entitlement except through an expressly authorised Puma process. Puma may transfer its rights and obligations as part of a lawful group reorganisation or business transfer, provided the Customer’s rights are not materially reduced.

19.4Zimbabwean law governs these Terms. The courts of Zimbabwe have jurisdiction, without preventing either party from using an available statutory complaints or alternative dispute-resolution process.

For questions about these Terms and Conditions, contact us at prisafrica@pumaenergy.freshdesk.com.