Loan Application and Approval Policy:

At Keltash Loan, we are committed to providing responsible, accessible, and reliable financial services to our customers. By applying for a loan or creating an account on our platform, you acknowledge and agree to comply with our policies, terms, conditions, rules, and operating guidelines as established by Keltash Loan. These may be updated from time to time at our discretion.

Customer Eligibility

Keltash Loan currently provides loan services exclusively to residents of Mfuwe, Zambia. Applicants must meet the following minimum requirements:

• Be 18 years of age or older.
• Be a current resident of Mfuwe.
• Be employed within the safari industry, or operate a registered or unregistered business that meets our lending requirements and approval criteria.
• Provide accurate and truthful information during the application process.

Applying for or obtaining a loan while not residing in Mfuwe, or providing false information about your residence or circumstances, constitutes a violation of our terms and may result in the rejection of your application, cancellation of your account, immediate repayment of the loan, and any other action permitted under applicable law.

Loan and Account Approval

Submitting a loan application or registering an account does not guarantee approval.

Keltash Loan reserves the sole and absolute right to approve or decline any application for an account or loan without being obligated to provide reasons for its decision. Every application is assessed based on our internal lending policies, risk assessment procedures, and business requirements.

Transactions and Payments

For the safety, security, transparency, and accountability of both our customers and Keltash Loan, all financial transactions must be conducted through the Keltash Loan system.

Customers may use the system to:

• Submit loan applications.
• Receive approved loan disbursements.
• Make loan repayments.
• View their loan account and transaction history.

As a general policy, Keltash Loan does not accept or process cash transactions unless specifically authorized by the company under exceptional circumstances.

By using our services, customers agree to follow all procedures established by Keltash Loan to ensure secure, accurate, and transparent financial transactions.

Interest Rate and Fee Policy:

At Keltash Loan, all interest rates are determined solely by the company in accordance with our lending policies and business requirements. By accepting a loan, every customer agrees to the interest rate applicable to the selected loan plan and undertakes to repay the loan according to the agreed terms.

Each loan plan has its own specific interest rate, repayment period, and applicable fees. Customers are responsible for reviewing and understanding these details before accepting a loan offer.

Keltash Loan believes in transparency. All applicable interest rates, processing fees, and other charges are clearly displayed within the respective loan plan before a loan is approved. We do not impose hidden fees or undisclosed charges on any loan.

Keltash Loan reserves the right to review, modify, increase, reduce, or otherwise change its interest rates, processing fees, loan products, and related charges at any time, whenever the company considers it necessary. Any such changes will apply in accordance with our policies and applicable law. Changes to interest rates or fees will not affect existing loan agreements unless expressly provided for in the loan contract or agreed to by the customer.

By applying for and accepting a loan from Keltash Loan, you acknowledge that you have read, understood, and accepted the applicable interest rates, fees, and all other terms and conditions governing your loan.

Privacy and Data Security Policy:

At Keltash Loan, we are committed to protecting the privacy, confidentiality, and security of our customers' personal information. All personal data collected during account registration, loan applications, and the use of our services is handled with the highest level of care and is protected in accordance with our privacy policies and applicable laws.

Your personal information will be used primarily for identity verification, loan processing, customer support, fraud prevention, regulatory compliance, and the administration of your account. We do not disclose your personal information to unauthorized persons or organizations.

However, you acknowledge and agree that Keltash Loan reserves the right to use, disclose, or share your personal information where it is reasonably necessary to:

• Verify your identity.
• Prevent, investigate, or report fraud or other unlawful activities.
• Recover outstanding debts or enforce the terms of your loan agreement.
• Comply with a court order, legal process, or request from law enforcement or another competent government authority.
• Protect the rights, property, reputation, or legitimate business interests of Keltash Loan.

Where it is necessary to protect our legal rights or recover outstanding debts, Keltash Loan may disclose relevant information to the courts, law enforcement agencies, debt recovery agents, legal representatives, regulatory authorities, or other persons or organizations legally involved in the matter.

Keltash Loan will not publish or disclose your personal information on social media or through other public channels unless such disclosure is lawful, reasonably necessary to protect our legitimate interests, or required by a competent legal authority.

By registering an account or obtaining a loan from Keltash Loan, you acknowledge that your personal information will remain confidential except where disclosure is permitted or required by law or under these Terms and Conditions.

Repayment and Default Policy:

At Keltash Loan, every borrower is personally responsible for repaying the loan in full, together with all applicable interest, processing fees, penalties, and any other lawful charges associated with the loan. By accepting a loan, the borrower enters into a legally binding agreement to repay the loan according to the agreed repayment schedule.

Repayment Obligations

• All loan repayments must be made on or before the agreed due date using the approved Keltash Loan payment system.
• The borrower is responsible for ensuring that sufficient funds are available to make repayments on time.
• Failure to make payment by the due date will result in late payment penalties and any additional charges applicable under the selected loan plan.
• Interest, penalties, and charges shall continue to accrue in accordance with the terms of the loan agreement until the outstanding balance has been paid in full.

No Collateral Required

Keltash Loan generally provides unsecured loans and does not normally require collateral or security from borrowers. This reflects our commitment to serving and trusting our community. However, this does not reduce or remove the borrower's legal obligation to repay the loan in full.

Personal Responsibility

The borrower's obligation to repay the loan remains in force regardless of personal or financial circumstances. Unless Keltash Loan agrees otherwise in writing, circumstances such as:

• Loss of employment;
• Closure or poor performance of a business;
• Illness or hospitalization;
• Family emergencies;
• Funeral expenses;
• Death of a relative; or
• Any other personal financial hardship,

do not automatically extend the repayment period or release the borrower from their repayment obligations.

Death of the Borrower

In the unfortunate event of the borrower's death before the loan has been fully repaid, Keltash Loan reserves the right to recover the outstanding loan balance from the borrower's estate in accordance with applicable law. Where appropriate and legally permissible, the company may communicate with the borrower's next of kin, executor, administrator, or legal representative regarding the outstanding debt.

Loan Default

A borrower shall be considered to be in default if they fail to make repayments as agreed under the loan contract.

Where a borrower defaults, Keltash Loan may, without prejudice to any other legal rights:

• Demand immediate payment of the full outstanding balance.
• Continue charging applicable penalties and default interest as provided under the loan agreement.
• Suspend or permanently terminate the borrower's account.
• Refuse future loan applications.
• Report the default to relevant authorities or credit reporting agencies where applicable.
• Engage debt recovery agents or legal representatives to recover the outstanding debt.
• Institute legal proceedings to recover all outstanding amounts.

Recovery Costs

Where legal action or debt recovery becomes necessary due to the borrower's default, the borrower shall be responsible for reimbursing Keltash Loan for all reasonable costs incurred in recovering the debt, including but not limited to:

• Court filing and legal fees;
• Lawyers' fees;
• Debt collection or recovery agent fees;
• Investigation and tracing expenses;
• Transport and travel expenses;
• Accommodation and meal allowances where reasonably incurred;
• Administrative costs; and
• Any other reasonable costs directly related to the recovery of the outstanding loan.

These costs shall be added to the outstanding loan balance where permitted by law and shall remain payable until the debt has been settled in full.

No Waiver of Rights

Any delay or failure by Keltash Loan to enforce any provision of these Terms and Conditions shall not constitute a waiver of its rights. Keltash Loan reserves the right to enforce its contractual and legal rights at any time.

By accepting a loan from Keltash Loan, the borrower confirms that they have read, understood, and agreed to these repayment terms and acknowledges their legal obligation to repay the loan in full.

Customer Service and Complaint Resolution Policy:

At Keltash Loan, we are committed to providing professional, fair, and respectful service to all our customers. We value customer feedback and believe that every concern, complaint, suggestion, or enquiry deserves prompt attention and a fair resolution.

Our Commitment

Keltash Loan is dedicated to:

• Treating every customer with courtesy, dignity, and respect.
• Providing accurate and transparent information about our products and services.
• Responding to customer enquiries and complaints in a timely and professional manner.
• Investigating all complaints fairly, impartially, and confidentially.
• Continuously improving our services based on customer feedback.

Contacting Management

Customers who have questions, concerns, complaints, suggestions, or require assistance with any Keltash Loan service should contact our Management Team through the official communication channels below:

Email: Loan@keltash.com

WhatsApp: +260 978 991 100

These are the official communication channels for customer support and complaint resolution. Customers are encouraged to provide sufficient information to enable us to investigate and resolve their concerns effectively.

Complaint Resolution Process

Upon receiving your complaint or enquiry, Keltash Loan will:

1. Acknowledge receipt of your complaint where appropriate.
2. Review the information provided and conduct any necessary investigations.
3. Contact you if additional information or clarification is required.
4. Provide a response or resolution within a reasonable period, depending on the nature and complexity of the matter.

While we strive to resolve all complaints as quickly as possible, some matters may require additional time for investigation. Customers will be kept informed where delays are unavoidable.

Customer Responsibilities

To assist us in resolving your concern efficiently, customers are expected to:

• Provide accurate and truthful information.
• Cooperate during any investigation.
• Communicate respectfully with Keltash Loan staff.
• Avoid making false, misleading, or malicious complaints.

Resolution of Disputes

Keltash Loan will make every reasonable effort to resolve disputes through communication and mutual understanding. Where a matter cannot be resolved through our internal complaint process, either party may pursue any legal remedies available under the laws of the Republic of Zambia.

Continuous Improvement

Customer feedback plays an important role in improving our services. Keltash Loan welcomes suggestions and recommendations that help us enhance the quality, efficiency, and reliability of our products and customer service.

By using Keltash Loan services, customers acknowledge that they have read and understood this Customer Service and Complaint Resolution Policy and agree to communicate with the company through the official channels provided.