Terms of Service

Welcome to ISSA. These Terms of Service govern your use of our platform for cross-border money transfers within East Africa. By creating an account or sending money through ISSA, you agree to these terms. Please read them carefully.

1. About Our Service

ISSA provides a digital platform for sending money between Kenya, Uganda, and Tanzania. We partner with licensed financial institutions and mobile money providers to facilitate transfers. ISSA is not a bank; we are a technology company that enables money movement.

Our service is designed for personal remittances and small business payments. We do not support commercial transactions involving prohibited goods or services.

2. Eligibility

To use ISSA, you must:

• Be at least 18 years old
• Reside in Kenya, Uganda, or Tanzania
• Have a valid government-issued ID or passport
• Have a mobile money account or bank account in your country of residence
• Provide accurate and complete registration information

We reserve the right to refuse service to anyone and to terminate accounts that violate these terms.

3. Your Account

You are responsible for maintaining the security of your account credentials. Do not share your PIN or OTP codes with anyone, including ISSA staff. We will never ask for your PIN via email, SMS, or phone call.

You must notify us immediately if you suspect unauthorized access to your account. You are responsible for all activities that occur under your account.

4. Sending Money

When you initiate a transfer:

• You authorize us to debit your payment method for the transfer amount plus applicable fees
• Exchange rates are locked at the time of confirmation and displayed transparently
• You confirm that recipient information is accurate; errors may delay or prevent delivery
• Transfers are typically completed within minutes but may take up to 24 hours in rare cases
• Transfer limits apply based on your verification level and regulatory requirements

5. Fees and Exchange Rates

Our fee structure is transparent and displayed before you confirm any transfer:

• FX Margin: A 2% margin is included in the exchange rate you see
• Processing Fee: 1.5% of the send amount, capped at KES 2,000, UGX 50,000, or TZS 75,000 per transfer
• No Hidden Charges: The amount displayed as "Total to pay" is exactly what you will be charged

Fees are subject to change, but rate quotes are locked once confirmed for the duration specified.

6. Prohibited Uses

You may not use ISSA for:

• Any illegal activity, including money laundering or financing terrorism
• Purchasing illegal goods or services
• Gambling or lottery operations
• Cryptocurrency transactions
• Deceptive or fraudulent purposes
• Transactions involving sanctioned individuals or entities
• Any activity that violates applicable laws in Kenya, Uganda, or Tanzania

We actively monitor transactions for suspicious activity and report to relevant authorities as required by law.

7. Cancellations and Refunds

Transfer status determines refund eligibility:

• Pending: You may cancel and receive a full refund including fees
• Processing: Cancellation may not be possible; contact support immediately
• Completed: Transfers cannot be reversed once the recipient has received funds
• Failed: You will receive a full refund including fees within 1-3 business days

8. Intellectual Property

The ISSA name, logo, and all content on our platform are our intellectual property. You may not copy, modify, distribute, or create derivative works without our written permission. You retain ownership of your content but grant us a license to use it as necessary to provide our services.

9. Limitation of Liability

ISSA is provided "as is" without warranties of any kind. Our liability is limited to the amount of the transfer in question. We are not liable for:

• Indirect, incidental, or consequential damages
• Losses due to circumstances beyond our reasonable control
• Errors caused by incorrect information you provided
• Losses due to unauthorized access resulting from your failure to secure your credentials

10. Dispute Resolution

If you have a dispute with ISSA:

1. Contact our support team first to attempt resolution
2. If unresolved, you may escalate to our compliance team
3. For matters that cannot be resolved internally, disputes will be handled under the laws of Kenya
4. Both parties agree to attempt mediation before litigation

11. Termination

You may close your account at any time by contacting support. We may suspend or terminate your account for violations of these terms, suspected fraud, or legal requirements. Upon termination, any pending transfers will be completed or refunded as appropriate.

12. Changes to These Terms

We may update these Terms of Service from time to time. We will notify you of material changes through our platform or via email. Your continued use of ISSA after changes constitutes acceptance of the updated terms.