Terms of Use.

1. About these Terms

These Terms of Use ("Terms") are an agreement between you and Captain37.com, operated under the Captain 37 brand in the Republic of Zambia ("we", "us", "our"). They govern your use of the Captain37.com website, the call-centre and pay-TV billing training simulation, the Staff, Training and Customer portals, and every related service, including applications, payments, certificates and career services (together, the "Platform").
By applying, registering, logging in, paying for a service or otherwise using the Platform, you confirm that you have read, understood and agree to these Terms. If you do not agree, do not use the Platform.
Some services have extra conditions that are shown to you when you use them (for example, the note next to a fee, a promotion's details or a partner's own terms). Those conditions form part of these Terms. If they conflict with these Terms, the specific conditions apply to that service.

2. Meaning of words used

"Applicant" means a person who has applied for training but has not yet received a login.
"Trainee" means an approved applicant with an active training account.
"Admin" means an experienced user appointed to supervise and mentor trainees. "Mentor" means the Admin (or other person) assigned to follow a trainee's progress.
"Customer" means a pay-TV customer using the Customer Portal.
"Partner" or "Sponsor" means an organisation, employer or professional body that works with us, sponsors trainees or has its details shown on the Platform.
"Session time" means the time-limited access to the training simulation attached to a trainee account.
"Fees" means any amount payable for a service on the Platform, as published on the Platform at the time you pay.

3. Who may use the Platform

You must be at least 18 years old, or have the consent of a parent or guardian who accepts these Terms on your behalf.
You must give true, accurate and complete information, and keep it up to date. Applications made with false details, or on behalf of someone else without their authority, may be declined or cancelled without refund.
We may decline any application at our discretion, including where places are limited.

4. Accounts and security

Your account is personal to you. Do not share your username, password or session with anyone, and do not let another person complete tasks for you.
Change the temporary password you receive as soon as you first log in, and keep your password private. Set a security question in My Profile so that you can reset a forgotten password yourself, and keep the answer private too. You are responsible for all activity under your account.
Tell us at once through the Contact Us page, a support ticket or your mentor if you think someone else has used your account.
We may suspend or close an account that is shared, misused or used in breach of these Terms.

5. Applications and approval

Applications are made on the registration page. Each application receives a reference code, which you use to check its status. Only one application may be made per email address.
Applications are reviewed by our team, normally within the response time shown on the registration page. A decision is sent by WhatsApp (and by email where email is switched on) and is always shown on the status page.
Approval is not complete until any required fee has been received and confirmed. Login details are issued only after the registration fee (if any) is confirmed.

6. Fees and payments

All fees are in Zambian Kwacha (K) and are shown on the Platform before you pay. The fee that applies is the one published when you pay. We may change fees at any time, but a change does not affect a payment already made and confirmed.
Depending on the service, fees may include: an application fee (paid before an application is submitted, where one is charged); a registration (training) fee (paid only after approval); session-time top-ups ("Buy More Time"); career services; printed certificates; the Become an Admin upgrade fee; and fees for promotions or programmes run with Partners.
Pay only to the mobile money or bank details published on the Platform or given to you on your status or payment page. We are not responsible for money sent to any other number or account, or to any person claiming to act for us.
After paying, enter your payment reference (the transaction ID, or the number you paid from) where the Platform asks for it. Payments are verified manually. A payment is treated as received only once our team confirms it; until then it shows as pending.
If a payment cannot be verified it is marked as not verified, with a reason. You may then send a corrected reference. We are not obliged to provide a service until its fee is confirmed.
A receipt is issued for every confirmed payment and can be downloaded from the Platform.
Mobile money, bank and courier charges are your responsibility unless we state otherwise. For printed certificates sent by courier, the courier fee is paid by you directly to the courier.

7. Refunds

Application fees are non-refundable, whatever the outcome of the application.
Registration fees and session-time purchases are non-refundable once your login details have been issued or the time has been added to your account, because the service has been supplied.
Career services, printed certificates and the Become an Admin fee are non-refundable once work on the service has started or the item has been printed.
We will refund, less any transfer charges: (a) a payment we confirm was made twice or in excess of the amount due; (b) a registration fee paid before approval where the application is then declined; and (c) any payment for a service that we cancel and cannot provide. Refunds are made to the account or number the payment came from, normally within 14 working days of our confirming the refund.
Nothing in these Terms limits any right you have under the Competition and Consumer Protection Act No. 24 of 2010 or any other law that cannot lawfully be excluded.

8. Discounts, member rates, codes and promotions

Members of recognised professional bodies may receive a member rate on the registration fee. The member rate applies only once your membership is verified. If it cannot be verified you may proceed at the standard fee.
Discount codes may be limited by date, number of uses, email address or group, and are applied to the registration fee on approval. Only one reduction applies to an application: a valid discount code takes the place of the member rate; the two are not added together.
Promotions and vouchers (including tuition promotions offered with Partners) are subject to the details shown with them, may have limited places, and may be withdrawn or changed at any time before you are approved for them. Vouchers and codes are personal, cannot be transferred and have no cash value.
A reduction obtained with false information may be withdrawn, and the full fee becomes payable.

9. Training sessions and session time

Training access is time-limited. The time remaining is shown in the sidebar and counts down while your access is active. When it reaches zero you are logged out automatically. Work saved before that point is kept.
For security, you may also be logged out after a period of inactivity set by us.
You may buy additional session time on the Buy More Time page. Time is added once the payment is confirmed. Session time is personal and cannot be transferred, exchanged for cash or carried over to another account.
Access may also end on the expiry date attached to your account, or when your training is complete and your account is closed.
If you lose time because of a fault on our side, tell us through a ticket or your mentor. We will review it and may, at our discretion, restore reasonable time. We do not restore time lost through your own internet connection, device, power supply or inactivity.

10. The simulation and sandbox

The training is a simulation. Customers, accounts, decoders, packages, wallets, call recordings and transactions inside the training sandbox are fictitious or used with permission for training only, and have no real-world financial effect.
The decoder models, packages, prices, promotions, error codes, branches and contact numbers used in the simulation are invented for training. They are not the products or services of any real pay-TV operator, and Captain37.com is not connected with, sponsored or endorsed by any pay-TV operator. Where the names of real channels or broadcasters appear, they are used only to make the training realistic.
Do not enter real personal information, real card or bank details, or real passwords into the sandbox.
Your sandbox may be reset or refreshed by Admins at any time, for example to set up a new task or practice round.

11. Assessment, results and certificates

Tasks are timed and checked automatically, and results may be reviewed by Admins and mentors. We may re-mark or cancel a result where a task was not completed honestly or a system error affected it.
A Certificate of Completion is issued automatically once every task assigned to you is complete. It carries a unique code. Anyone can confirm a certificate on the Verify a Certificate page, which shows the holder's name, the certificate code, the number of tasks completed and the date issued.
The certificate confirms completion of practical training on the Platform. Unless we state otherwise in writing, it is not an academic or professional qualification, and it does not guarantee employment, a job interview or membership of any body.
The digital certificate is free to download. Printed copies may be ordered for the published printing fee.
We may suspend a certificate while we look into a concern, and cancel a certificate that was obtained dishonestly, through a shared account, or issued by mistake. A suspended or cancelled certificate cannot be downloaded or printed, and the verification page shows it as not valid. We will tell you the reason. A suspended certificate may be reinstated.
Sponsor or Partner names may appear on certificates where a programme is sponsored.

12. Mentors, Admins and the Become an Admin upgrade

Mentors are assigned or requested through the Platform. Mentors help and guide you, but the responsibility for completing your tasks is yours.
When applications are open, trainees may apply to become an Admin. Applications require a motivation and payment of the published fee (with any published discount for mentored trainees who have completed every task). Approval is at our discretion. If approved, your account is given Admin access and you must follow any additional instructions we give for supervising trainees.
Admins and mentors can see the progress, results, tickets and contact details of the trainees they supervise, and must keep that information confidential and use it only to support those trainees.

13. Career services

Career services (such as CV writing, cover letters and interview coaching) are offered to trainees and, where switched on, to the public. The work is based on the information you provide, which must be true.
We do our best to deliver useful, professional work, but we do not promise that it will lead to a job offer or interview. You remain responsible for checking the final documents before you use them.

14. Partners, sponsors and professional bodies

Partners and sponsors may fund places, offer discounts, appear on the Platform or certificates, or run programmes with us. Their own services are provided under their own terms, and we are not responsible for them.
If your place is sponsored or arranged by a Partner, employer or professional body, we may share your progress, results and certificate status with that organisation.
Organisations interested in partnering, sponsoring or a white-label version of the Platform can contact us through the Partner With Us page. Any such arrangement is governed by a separate written agreement.

15. The Customer Portal

Customers may use the Customer Portal to view subscriptions, top up their wallet, request transfers and see their transaction history. Top-ups and transfers are processed only once confirmed and may need approval by staff.
You must keep your Customer Portal login private and check the recipient's details before requesting a transfer.

16. Communication

WhatsApp is our main channel. By using the Platform you agree that we may contact you by WhatsApp, and by email where email is switched on, about your application, payments, receipts, login details, training, certificates and support.
We may also send occasional information about new programmes or promotions. You can ask us at any time to stop sending you promotional messages; service messages will continue while you use the Platform.
Our official contact details are the ones shown on the Platform. We will never ask for your password.

17. Acceptable use

You must not: (a) share your account or let someone else take your training or tasks; (b) try to access another user's account or data, or any part of the Platform you are not authorised to use; (c) copy, record, download, resell or publish the tasks, call recordings, answers or other materials; (d) interfere with, overload, test the security of or reverse-engineer the Platform; (e) upload anything unlawful, offensive, harmful or infringing; (f) submit false payment references, receipts or information; or (g) harass or abuse staff, mentors, trainees or customers.
Breach of this section may lead to suspension, closure of your account, cancellation of results or certificates, and loss of fees paid, without affecting any other remedy we have.

18. Your personal information

We collect the information you give us — such as your name, phone and WhatsApp number, email address, organisation, professional body and membership number, payment references and delivery details — and information created as you use the Platform, such as your tasks, scores, tickets, session activity and certificates.
We use it to: review applications; verify membership and payments; create and run your account; deliver the training and services you ask for; issue receipts and certificates; allow certificate verification; contact you; provide support; keep the Platform secure; and meet our legal obligations.
It is seen only by our team and, where relevant, your mentor and the Admins who supervise you, and the Partner, employer or professional body that sponsored or referred you. We may share it with service providers who help us run the Platform (such as hosting, messaging and email providers), with the relevant professional body to verify membership, and where the law requires. We do not sell your personal information.
We keep your information for as long as your account is active and afterwards for as long as needed for certificate verification, records, accounting and legal purposes.
Under the Data Protection Act No. 3 of 2021 you may ask to access or correct your personal information, object to certain uses, or ask for it to be deleted, subject to the limits the law allows (for example, we keep records of issued certificates so that they can be verified). Make a request through the Contact Us page.
We take reasonable technical and organisational steps to protect your information, but no online system is completely secure.

19. Intellectual property

The Platform and everything in it — including its software, design, tasks, scenarios, scripts, call recordings, certificates, the Captain37.com name and logo — belong to us or to our licensors and Partners, and are protected by law. Names and trade marks of other organisations, including channel and broadcaster names shown in the simulation, belong to their owners.
We give you a limited, personal, non-transferable right to use the Platform for your own training or, for customers, to manage your own account. No other right is given.
Information you submit (such as your CV details) remains yours. You allow us to use it to provide the service you requested.

20. Availability and changes to the Platform

We work to keep the Platform available, but it may occasionally be unavailable because of maintenance, updates, faults, power or network outages, or events outside our control. We may change, add or remove features, tasks or services at any time.

21. Suspension and termination

You may stop using the Platform at any time. We may suspend or end your access, with or without notice, if you breach these Terms, if required by law, or to protect the Platform or its users. Fees paid are not refunded where access ends because of your breach.
Sections that by their nature should continue after your access ends — including fees owed, refunds, certificates, intellectual property, liability and governing law — continue to apply.

22. Disclaimer and limitation of liability

The Platform is provided "as is" and "as available". To the fullest extent the law allows, we do not give any warranty that it will be uninterrupted, error-free or suitable for a particular purpose, or that training or a certificate will lead to employment.
To the fullest extent the law allows, we are not liable for any indirect or consequential loss, loss of opportunity, income or data, or for any loss caused by your internet connection, device, mobile money provider or courier.
Our total liability to you for any claim connected with the Platform is limited to the total fees you paid us for the service concerned in the six months before the claim arose.
Nothing in these Terms excludes liability that cannot be excluded by law, including liability for fraud or for death or personal injury caused by negligence.

23. Complaints and disputes

If you have a complaint, raise it first through a support ticket, your mentor or the Contact Us page, giving your reference code or username. We aim to reply within 5 working days.
If a complaint cannot be resolved that way, both sides will try in good faith to settle it by discussion, and then by mediation, before going to court. This does not stop you from approaching the Competition and Consumer Protection Commission or any other authority.

24. Changes to these Terms

We may update these Terms from time to time. The "Last updated" date at the top of this page shows the current version, and the version you accepted is recorded with your application. Significant changes will be announced on the Platform. Continuing to use the Platform after a change means you accept the updated Terms.

25. General

These Terms are the whole agreement between you and us about the Platform, together with any service-specific conditions shown to you. If any part is found invalid, the rest remains in force. If we do not enforce a right straight away, we may still enforce it later. You may not transfer your rights under these Terms; we may transfer ours to a successor operating the Platform. These Terms are written in English, which is the version that applies.
These Terms are governed by the laws of the Republic of Zambia, and the courts of Zambia have jurisdiction, subject to section 23.

26. Contact

For questions about these Terms, your account or your information, use the Contact Us page or the official WhatsApp number shown on your payment and status pages.