Terms of Service

Important Notice

Please read these Terms carefully before using the TruePay Platform. By registering an account or using any part of our services, you agree to be bound by these Terms. If you do not agree, do not use the Platform.

1. Parties & Definitions

2. Eligibility & Account Registration

2.1 Eligibility

• You must be at least 18 years of age to use the Platform.
• You must have legal capacity to enter into a binding contract under the laws of Kenya.
• If registering as a business, you must be duly incorporated or registered and the individual completing registration must be authorised to bind the entity.
• The Platform is not available to persons or entities subject to sanctions or on any AML/CFT watchlist.

3. KYC & Identity Verification

TruePay is subject to Anti-Money Laundering and Know Your Customer obligations under Kenyan law. You agree to:

• Provide valid government-issued identity documents and any other KYC information we request.
• Submit to identity verification checks including biometric / liveness checks.
• Provide source of funds documentation when required for Enhanced Due Diligence.
• Promptly update us if your personal or business circumstances change materially.
• Important: Failure to complete KYC verification will result in restricted access to the Platform. Providing false or misleading KYC information is a criminal offence under POCAMLA 2009 and may result in immediate Account termination and referral to authorities.

4. Use Of The Platform & Prohibited Conduct

The Platform is provided for lawful personal and business financial transactions only. You may use the Services for legitimate bill payments, money transfers, and payment processing consistent with these Terms and Applicable Law.

You must not:

• Use the Platform for any unlawful purpose, including money laundering, terrorist financing, or tax evasion.
• Process payments for illegal goods or services, including narcotics, weapons, counterfeit goods, child exploitation material, or unlicensed gambling.
• Conduct or attempt to conduct transactions that violate any sanctions regime applicable to Kenya or your jurisdiction.
• Use the Platform to defraud, deceive, or harm TruePay, other users, or third parties.
• Attempt to gain unauthorised access to any part of the Platform, other users' accounts, or TruePay's systems.
• Introduce viruses, malware, or any other malicious code to the Platform.
• Use automated tools, bots, scrapers, or scripts to access or extract data from the Platform without our written consent.
• Reverse-engineer, decompile, or disassemble any part of the Platform.
• Use the Platform in a manner that places an unreasonable load on our infrastructure.
• Misrepresent your identity or impersonate any person or entity.
• Facilitate transactions on behalf of a third party without their explicit authority.
• Use the Platform in any way that could bring TruePay into disrepute.
• Important: Any prohibited conduct will result in immediate Account suspension, termination of all pending transactions, potential forfeiture of funds pending investigation, and reporting to relevant law enforcement and regulatory authorities. TruePay accepts no liability for losses arising from your prohibited conduct.

5. Transactions & Payment Processing

• All Transaction instructions are irrevocable once submitted unless TruePay expressly permits reversal.
• You are solely responsible for verifying the accuracy of all payment details - TruePay is not liable for payments made to incorrect recipients due to user error.
• Transactions are subject to daily, weekly, and monthly limits which TruePay may vary from time to time.
• TruePay reserves the right to place holds on, delay, or refuse Transactions where there are reasonable grounds to suspect fraud, AML concerns, or technical error.
• Fees applicable to Transactions will be disclosed before you confirm the Transaction. Fees are non-refundable unless the Transaction fails due to a TruePay error.
• Foreign currency transactions are processed at TruePay's prevailing exchange rate at the time of the Transaction. Rates fluctuate and TruePay does not guarantee specific rates.
• Chargebacks and disputes must be raised within 60 days of the Transaction date.

6. Fees & Charges

Our current fee schedule is available at www.truepay.live/fees and may be updated from time to time with at least 14 days' notice. By initiating a Transaction you agree to the applicable fee. TruePay reserves the right to deduct fees directly from transaction amounts or from your Account balance. All amounts are in Kenyan Shillings (KES) unless otherwise stated.

7. Intellectual Property

All content on the Platform - including but not limited to logos, trademarks, software code, user interface designs, text, graphics, and data - is the exclusive property of TruePay Technologies Limited or its licensors and is protected by Kenyan and international intellectual property law. You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform solely for the purposes set out in these Terms. You must not copy, reproduce, distribute, modify, or create derivative works from any Platform content without our prior written consent.

8. Disclaimer Of Warranties & Limitation Of Liability

The Platform is provided 'as is' and 'as available' without warranties of any kind, express or implied. TruePay does not warrant that the Platform will be uninterrupted, error-free, or free from viruses or other harmful components.

To the maximum extent permitted by applicable law, TruePay's total liability to you for any claim arising under these Terms shall not exceed the total fees you paid to TruePay in the 3 months preceding the claim. TruePay is not liable for:

• Indirect, consequential, special, or punitive damages.
• Loss of profits, revenue, business, or goodwill.
• Losses arising from your failure to keep login credentials secure.
• Losses due to inaccurate payment details provided by you.
• System downtime, force majeure events, or third-party failures.
• Actions or omissions of third-party payment partners or banks.
• Losses arising from your breach of these Terms or Applicable Law.
• Important: Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any matter that cannot be excluded under Kenyan law.

9. Indemnification

You agree to indemnify, defend, and hold harmless TruePay Technologies Limited, its directors, officers, employees, agents, and partners from and against any claims, liabilities, damages, fines, penalties, and expenses (including legal fees) arising out of or relating to your use of the Platform, your breach of these Terms, your violation of any Applicable Law, any content or data you submit, or any third-party claim arising from your conduct on the Platform.

10. Suspension & Termination

TruePay may suspend or terminate your Account and access to the Platform:

• Immediately and without notice if you engage in prohibited conduct, provide false information, or where required by law or a regulator.
• With 14 days' notice for any other reason, including commercial decisions.
• Upon your written request to close your Account.
• On termination, your licence to use the Platform ceases; pending Transactions may be cancelled; Account balances will be returned to you after deduction of any amounts owed, subject to any legal hold or investigation requirements. TruePay's rights under these Terms survive termination.

11. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of Kenya. Any dispute arising under or in connection with these Terms shall first be referred to TruePay's customer support team for informal resolution. If not resolved within 30 days, disputes shall be submitted to the exclusive jurisdiction of the courts of Kenya.

12. Changes To These Terms

We may amend these Terms at any time. Material changes will be notified to you by email and/or in-app notice at least 14 days before they take effect. Your continued use of the Platform after the effective date constitutes your acceptance of the amended Terms. If you do not accept the changes, you must stop using the Platform and close your Account.

13. General Provisions

These Terms of Service were last reviewed and approved by the Board of TruePay Technologies Limited on 02 May 2026.

• Entire Agreement: These Terms, together with our Privacy Policy, Cookie Policy, and Compliance Notice, constitute the entire agreement between you and TruePay regarding your use of the Platform.
• Severability: If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue in full force.
• Waiver: Failure to enforce any provision does not constitute a waiver of that or any other provision.
• Assignment: You may not assign your rights under these Terms without our written consent. We may assign our rights to any successor entity.
• Force Majeure: TruePay is not liable for any failure to perform its obligations where such failure results from events beyond our reasonable control.
• Contact: For all legal enquiries, email [email protected].