Who we are
CitaPay is a payments service operated by CitaTech [registered company name, number and address to be confirmed]. "We", "us" and "CitaPay" mean CitaTech. "You" means the person or business that holds the account.
By creating an account you agree to these terms and to our Privacy Policy. If you use CitaPay for a business, you confirm you are allowed to bind that business to them.
Your account
You must be at least 18 and give us true, current details.
A personal account is for your own money. A business account is for receiving and sending money for a business, and needs the business verified before it can take payments or pay out.
We verify identity and businesses as the law requires (know your customer and anti-money-laundering rules). We may ask for documents at any time and may limit an account until they are provided.
Keep your password, passkeys and API keys secret. You are responsible for what happens under your account and keys until you tell us they are compromised.
Organisations may give people access to a business. The owner is responsible for who they invite and the access they grant.
Taking payments
Customers can pay you by M-Pesa, card and the other methods we offer. Each method is provided through a payment partner and is subject to that partner's rules.
Money from a payment is first held as pending and moves to your available balance after the hold period shown in your dashboard (currently one day). We may lengthen a hold where we see risk of fraud, chargebacks or a breach of these terms.
You must only take payments for real goods and services that you provide, and must not take payments for anything illegal or listed as prohibited by us or our partners.
You are responsible for your dealings with your customers, including delivering what they paid for and handling their complaints.
Refunds
You can refund a payment, in full or in part, up to what is left to refund on it.
When you refund an M-Pesa payment, the refund and Safaricom's charge for sending it are taken from your wallet when the refund is created. If the refund cannot be delivered, that money is returned to your wallet.
A refund can only be made from money in your available balance.
Fees
Our fees are shown in your dashboard and on our pricing page, and are taken when a payment or payout is made.
Charges made by mobile money and card networks for sending money out (for example Safaricom's B2C charge) are passed on to you where shown.
We will give you notice before increasing our fees.
Your wallet and payouts
Your CitaPay wallet shows money we hold for you. It is not a bank account and does not earn interest.
You can pay out to the destinations you set up, within the limits shown in your dashboard. Payouts are sent through our payment partners and usually arrive within minutes, but can take longer.
If money reaches your wallet by mistake (for example a duplicate or reversed payment), we may correct the balance.
Tax
You are responsible for your own taxes. Where you use our eTIMS features, we send invoice details to the Kenya Revenue Authority on your behalf using the details you give us; you remain responsible for their accuracy.
API and integrations
If you use our API, webhooks or a partner integration, you must follow our developer documentation and keep your keys secure.
Partners that open accounts for their customers must have the customer's agreement to these terms.
Suspension and closing your account
You can close your account at any time once your balance has been paid out and no refunds or disputes are open.
We may suspend or close an account, or hold its money, where the law requires it, where we reasonably suspect fraud or a breach of these terms, or where a payment partner requires it. We will tell you why unless the law prevents us.
We keep records after an account closes for as long as the law requires.
Our responsibility to you
We work to keep CitaPay available and secure, but do not promise it will always be uninterrupted. Payment networks we rely on can be unavailable.
We are not responsible for losses caused by things outside our reasonable control, or by your own systems, staff or keys.
[Limitation of liability wording to be set by legal review.]
Changes to these terms
We may update these terms. For material changes we will tell you in advance, and may ask you to accept the new version before you continue using CitaPay.
Law and disputes
These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute about them. Please contact us first so we can try to resolve any problem.
Questions about these terms: support@citatech.cloud.