Frequently Asked Questions by
Customers

GENERAL
1. What is ZoodPay? 
ZoodPay is a simple and convenient payment solution that empowers you to Buy Now and Pay Later without interest or hidden fees online and in-store!  
2. How does ZoodPay work? 

The online shopping process with ZoodPay is very simple:  

  • Select ZoodPay as your payment method on the check-out screen of the ZoodMall & ZoodPay app or any of our partners’ online stores 

  • Provide the necessary information and confirm it by the received SMS code 

 

And that is it! The merchant will ship your order after the instant approval. 

 

The in-store shopping experience with ZoodPay is as simple. In order to split your in-store purchase amount into 4 interest-free installments, you need to:  

  • Download the ZoodMall & ZoodPay app and tap on the “ZoodPay” tab at the bottom of the screen 

  • Tap on the “Get limit now” button and provide the requested information to get approval on your installment limit 

  • Go to ZoodPay partners’ shops, scan the QR code using the app and enjoy your purchase! 

 

When you select the ZoodPay Installment payment method, we will split your order amount into 4 equal monthly installments. The first installment is processed immediately at the order’s confirmation while the remaining installments will be withdrawn from your bank card every 30 days.    

If you select the ZoodPay Pay After Delivery payment method, your bank card will be charged on the 14th day after order delivery – you can unpack first and pay later! 

ZoodPay does not apply any interest or hidden fees if payments are made on time. 

3. What is ZoodPay Installment?
ZoodPay Installment is an interest-free payment solution for shopping on the ZoodMall app or at our partners’ online and offline stores, allowing you to split an order amount into 4 equal installments and paying for your purchase in smaller monthly payments. For your convenience, all payments will be automatically withdrawn from the bank card you presented to ZoodPay. The first payment is withdrawn instantly at the moment of the order’s confirmation. The remaining payments are withdrawn every 30 days.
4. What is ZoodPay Pay After Delivery?
ZoodPay Pay After Delivery is an interest-free payment solution for shopping on the ZoodMall app and our partners’ online stores, allowing you to receive and unpack your order and pay for it 14 days later. For your convenience, the order amount, without any fees, will be automatically withdrawn from the bank card that you presented to ZoodPay on the 14th day after the order’s delivery.  
 
5. Who can use ZoodPay?
To use ZoodPay you must be at least 18 years old and have a valid local mobile number as well as a valid bank card - at least for the next 3 months. 
6. Where can I use ZoodPay?

You can use the ZoodPay payment solutions on the ZoodMall app and at any of our partners’ online and offline stores. All you need to do is select ZoodPay at the check-out screen for online shopping or ask for the ZoodPay QR while shopping in-store.

 

You can shop with ZoodPay at any of our partners’ online stores. The list of Partners is accessible here: https://www.zoodpay.com/online-store  

You can pay with ZoodPay in-store at any of our partners’ physical stores in Uzbekistan. The list of stores is accessible here: https://www.zoodpay.com/in-store

7. Is there any limit to shopping with ZoodPay?

The maximum amount for ZoodPay purchases is USD 475 in the equivalent of the local currency. When you use ZoodPay for the first time, a new-comer limit is assigned to you, but the more you buy, the higher limit you will get – your limit will grow with every successful payment! 

 

Limit for the purchases with ZoodPay depends on 2 main factors:  

  • Your payment’s history with ZoodPay 

  • The ZoodPay payment solution you choose 

 

Make sure all your ZoodPay payments are made on time in order to get the maximum limit.

8. Are there any fees for using ZoodPay?  
ZoodPay allows you to buy the products you want and pay for them later without any interest or hidden fees. Our income comes from our partners – the merchants - we charge them a small fee to be able to provide you a completely free service. You just choose one of the ZoodPay payment solutions (Installment or Pay After Delivery) and pay nothing extra if you keep up with timely payments as indicated in your payment plan (ZoodPay may charge late fees if you do not pay on time).
9. Why wasn’t my order approved? 

The ZoodPay automatic decision-making engine assesses every order individually and takes into consideration multiple factors, such as your shopping history with Zoodpay, outstanding ZoodPay orders, general credit history, and the information you provided at the sign up.

 

If your order was not approved, we suggest checking the following: 

  • Are there sufficient funds in your bank account for the initial installment? Make sure there is at least 1/4 of the order amount available in your account for the 1st ZoodPay payment. 

  • Have you provided a valid income* card? Make sure you provide the correct card details or add another card. 

  • Is the available ZoodPay installment limit lower than your order amount? Decrease the new order amount or repay a previous order - then you will be able to place a new one. 

  • Did you have late payments for your previous ZoodPay orders? We will reconsider your request after 1 month. Make payments on time to be able to use the interest-free ZoodPay payment solutions. 

 

The more orders you successfully repaid in the past, the easier it is to proceed with a new order and get an instant approval. 

 

*We recommend providing the bank card to which you receive your monthly salary to make sure your order is confirmed by ZoodPay.

10. Does ZoodPay protect my personal information?
The security of your personal information is a priority at ZoodPay– we strive to make online shopping safe and secure. We respect your right to the privacy of your data and designed our systems to prevent any unauthorized use of your personal information. For more details, please read the ZoodPay Privacy Policy - it is presented at the check-out screen every time you place an order. 
11. How can I contact ZoodPay? 

We are happy to help you with any ZoodPay related question.  

Please contact our support team:

  • Uzbekistan
support.uz@zoodpay.com
+9978712090075 (09:00-18:00, Monday-Friday)
  • Kazakhstan
support.kz@zoodpay.com
+77273410085 (09:00-18:00, Monday-Friday)
  • Iraq
support.iq@zoodpay.com
+9647835417979 (10:00-19:00, Monday-Sunday)
  • Jordan
support.jo@zoodpay.com
+96264296113 (09:00-18:00, Monday-Sunday)
  • Kuwait
support.kw@zoodpay.com
+96522270146 (10:00-19:00, Monday-Sunday)
  • Saudi Arabia
support.sa@zoodpay.com
+966114845821 (10:00-19:00, Monday-Sunday)
  • Lebanon
support.lb@zoodpay.com
+9614727070 (09:00-18:00, Monday-Sunday)
PAYMENTS
1. How do I know when and how much I need to pay? 
ZoodPay will send you an SMS with a payment reminder 3 days before the scheduled payment date. You can also find all order-related details in the ZoodMall app (for orders placed via the ZoodMall app) or in the ZoodPay customer profile on the following link: https://customer.zoodpay.com/ (for orders placed on ZoodPay’s Partner’s e-shops).
2. When do I make my first payment?  
If you use ZoodPay Installment payment solution, the first installment will be processed immediately at the order confirmation (other payments will be withdrawn every 30 days).
If you use ZoodPay Pay After Delivery payment solution, your bank card will be charged for the full order amount on the 14th day after order delivery – you can unpack first and pay later!
3. How can I change my bank card associated with the order? 

For the order placed using the ZoodMall app, go to the “Orders” section and press “Change Card” link beside the order.

For orders placed on ZoodPay’s Partner’s e-shops, login to https://customer.zoodpay.com/ using your mobile number. Go to the order detail page and click on “Change Card” link to update your existing bank card.

4. What should I do if my payments fail?
In case your payment fails, please do the following:
  • Check if your bank card has enough funds to cover your payment amount.
  • Check if your card is open/enabled for internet purchases.
  • Check the limits on your card.
  • Log in to your account, find your transaction, and press the “Pay Now” button to try to pay again.
If you are still facing a problem, please contact ZoodPay.
5. What happens if I miss a ZoodPay payment? 
If a scheduled amount is not paid on the due date, ZoodPay has the right to generate a delay fee: for the Pay After Delivery order - 25% of the order amount, for delayed installment - approximately USD 7 in the local currency equivalent. Make sure payments are done on time to avoid delay fees!
6. Can I pay before the due date? 

Yes, you can make a repayment any time before the due date. For orders placed on the ZoodMall app, go to the “Orders” section, find the order you want to pay, and press the “Pay Now” link next to the order.

For orders placed on ZoodPay’s Partner’s e-shops, log in to your ZoodPay account https://customer.zoodpay.com and go to the "Order Detail” page. There you will find a “Pay Now” button to pay in advance.

7. Why is my payment due if I haven’t received my order yet? 
The payment schedule for ZoodPay Installment is not related to the delivery of the order. The payment schedule is created at the moment of the order’s confirmation: the first payment is withdrawn instantly, the second and subsequent payments are withdrawn every 30 days from the previous payment’s date. 
8. Will you send me reminders before collecting the payment? 
It is in our interest to keep you updated. ZoodPay will send you several types of notifications to inform you about the date of the payments using the registered phone and email you have provided. 
9. Which payment methods are accepted by ZoodPay? 
ZoodPay accepts a variety of payment methods, which vary by country:
  • Uzbekistan: UzCard cards.
  • Kazakhstan: Visa, MasterCard cards, and local bank cards.
  • Iraq: Visa, MasterCard cards, cash payments with Zain Cash agents.
  • Jordan: Visa, Mastercard cards, and local bank cards.
  • Lebanon: Visa, Mastercard cards.
  • Saudi Arabia: Visa, Mastercard cards.
  • Kuwait: Visa, Mastercard cards, and local bank cards.
ORDER MANAGEMENT
1. When will I receive my order? 
The shipping of your order is the responsibility of the seller you purchased from. If you have delivery-related questions, please contact the seller.
2. Why haven’t I received my order yet? What should I do?
The shipping of your order is the responsibility of the seller you purchased from. If your order was not delivered, please refer to the seller’s delivery policy or contact the seller directly.
3. Why was my account charged before I received my order?
The payment schedule for ZoodPay Installment is not related to the delivery of the order. The payment schedule is created at the moment of the order’s confirmation: the first payment is withdrawn instantly, the second and subsequent payments are withdrawn every 30 days from the previous payment’s date.
RETURNS & REFUNDS
1. How can I return my order? 
If you decided to return your purchased item(s), please contact the seller and follow the seller’s return policy.
2. How can I get a refund?
In case you would like to get a refund, please contact the seller and follow the seller’s return policy. Once ZoodPay receives confirmation of your refund request from the seller, the refund will be transferred to the bank card you used to make the purchase or your future ZoodPay payments will be decreased accordingly.
3. What should I do if my purchase was delivered damaged or I got a wrong item? 
If a delivered purchase is defective or wrong, please follow the seller’s refund and return policy and contact the seller. Even if a refund request was placed, payments to ZoodPay must be done according to the schedule until a resolution is received from the seller.
4. Why am I still being charged after returning the items?
ZoodPay payments are being automatically withdrawn from your bank card on the due date until we get a refund confirmation from the seller. In case you already returned your items, please contact the seller to make sure they provided the refund confirmation to ZoodPay.
5. Why didn't I get my full refund?
Your refund request will be reviewed by the seller and in case there are non-refundable items, the seller can approve a partial refund. ZoodPay payment schedule will be re-calculated by decreasing the future payment amounts accordingly.
6. Why haven't I received my refund yet?
After your refund request is placed with the seller, the final confirmation requires some time on both the seller and ZoodPay’s sides. Once ZoodPay gets your refund request confirmation from the seller, the refund amount will be transferred to the bank card you used to make the purchase or your future ZoodPay payments will be decreased accordingly.
ACCOUNT MANAGEMENT
1. How can I create a ZoodPay account?

If you would like to make a purchase on ZoodMall or at any of the ZoodPay Partners physical stores, you need to download the ZoodMall app and finalize your registration. ZoodPay and ZoodMall is one ecosystem which allows you access to millions of products and the convenience of shopping now and paying later! 

If you would like to make a purchase on any e-shop within the ZoodPay’s Partners network, you do not need to sign up with ZoodPay separately before using its services. ZoodPay will create an account for you instantly when you place your first order. 

2. How can I log in to a ZoodPay account?

If you have previously purchased on ZoodMall or at one of ZoodPay’s Partners in-store locations, just open the ZoodMall app and log in to see all your orders' history.

After making your first purchase on any of ZoodPay’s Partners e-shops, please visit https://customer.zoodpay.com, enter the mobile number that you used to place the order and ZoodPay will then send you an OTP (one-time-password) to enable you to log in to your ZoodPay account. 

3. What information can I find in my ZoodPay account?
In your ZoodPay account, you can find various information, such as orders history, payment schedules, refund details as well as your contact and bank card information. 
4. How can I change my bank card?

For orders placed using the ZoodMall app, go to the “Orders” section and tap on the “Change Card” button next to the order. 

For orders placed on ZoodPay Partners e-shops, log in to https://customer.zoodpay.com using your mobile number, go to the “Order Detail” page and click on the “Change Card” button to update your existing bank card.

5. How can I update my address?
ZoodPay is a payment service provider, therefore if you want to change your address, please update it in the respective seller’s e-shop account.
IN-STORE SHOPPING 
1. What is ZoodPay in-store shopping?
ZoodPay in-store shopping is a simple and convenient payment solution which offers you the possibility to pay for in-store purchases in 4 equal installments without interest or hidden fees. 
2. How does ZoodPay in-store shopping work? 

Shopping in-store with ZoodPay is so easy. In order to split your in-store purchase amount into 4 interest-free installments, you need to follow this process: 

  • Download the ZoodMall & ZoodPay app and tap on the “ZoodPay” tab at the bottom of the screen 

  • Tap on the “Get limit now” button and provide the requested information to get approval on your credit limit 

  • Go to ZoodPay partner’s shops, scan the QR code using the app and enjoy your purchase! 

After you confirm your in-store purchase amount in the ZoodMall app, 25% of the purchase amount will be processed immediately while the remaining installments will be withdrawn from your bank card every 30 days. 

3. Where can I shop in-store with ZoodPay? 
You can use ZoodPay in-store at any of our Partners’ stores in Uzbekistan. The list of stores is accessible here: https://www.zoodpay.com/in-store
4. Who can shop in-store with ZoodPay?
To use ZoodPay in-store you must be at least 18 years old and have a valid local mobile number as well as a bank card that is valid at least for the next 3 months. To make your in-store shopping experience seamless, we recommend downloading the ZoodMall & ZoodPay app and getting your credit limit approved before approaching the in-store cashier. 
5. Is there a limit to shopping with ZoodPay in-store? 

The maximum amount you can spend with ZoodPay is UZS 5.5 million. When you use ZoodPay for the first time, you are given a new-comer limit. The more you buy, the higher your limit gets! Your ZoodPay spending limit can be used while shopping online and in-store. You can always check your available limit amount in the app under “ZoodPay”.  

 

To make your in-store shopping experience seamless we recommend downloading the ZoodMall & ZoodPay app and getting your credit limit approved before approaching the in-store cashier. Please make sure a minimum purchase amount of UZS 150,000 is met. 

6. Why is my spending limit not active? 

To be able to shop in-store, your spending limit must be activated. Please tap on the “Get limit now” in the ZoodMall & ZoodPay app and provide the requested information. ZoodPay’s automatic decision-making engine will assess multiple factors and will provide a response. In case your request is approved, you will see the limit amount available to spend. In case you do not get an approval on your spending limit request from ZoodPay, we recommend that you check the following: 

  • Did you provide a valid Uzcard income card? Make sure you provide the correct card details or add another card. We recommend providing the bank card to which you receive your monthly income. 

  • Did you have any late payments for your previous ZoodPay orders? If so, we will reconsider your request after 1 month. Please make sure you settle your payments on time to be able to use the interest-free ZoodPay payment solutions. The more orders you successfully repaid in the past, the easier it is to proceed with a new order and get an instant limit approval. 

7. Why was my in-store purchase not approved? 

If your in-store purchase was not approved, we suggest checking the following:   

  • Are there sufficient funds in your bank account for the first installment? Make sure there is at least 25% of the purchase amount available in your bank account for the 1st ZoodPay payment.  

  • Does your purchase amount exceed the available ZoodPay credit limit? Decrease the new purchase amount or repay previous order(s). 

  • Did you reach the minimal purchase amount of UZS 150,000? Make sure your in-store purchase amount is not less than UZS 150,000. 

8. How do I know when and how much I need to pay for in-store purchase with ZoodPay? 
ZoodPay will send you an SMS with a payment reminder 3 days before the scheduled payment date. You can also find all purchase related details in the ZoodMall & ZoodPay app under the ZoodPay” tab. 
9. Where can I see my in-store purchase history?
You can find all in-store purchase related details in the ZoodMall & ZoodPay app under the “ZoodPay” tab.  
10. How can I return my in-store purchase?
If you decide to return your purchased item(s), please contact the seller and follow the seller’s return policy.