LEGAL · MERCHANT SERVICES
Terms of Service
These Terms of Service (“Terms”) govern access to Zetu Pay's website, merchant account, dashboard, API and related services. By creating an account, accepting these Terms or using the service, you agree to them. If you use Zetu Pay for a business, you confirm that you are authorised to bind that business. Do not use the service if you do not agree.
1. What Zetu Pay provides
Zetu Pay provides software and integrations for supported M-Pesa payment operations, including STK Push and enabled C2B collection flows, payment links, transaction records, webhooks and B2C payout requests. Available features depend on your account, approved configuration, provider availability and applicable requirements. API documentation describes technical interfaces; it does not guarantee that every feature is enabled for every account.
Zetu Pay is not Safaricom, a bank or the customer's mobile-money operator. The underlying payment provider remains responsible for its own network, systems and rules. Services will only be made available to the extent Zetu Pay and relevant participants are authorised to provide them under applicable law.
2. Account registration and verification
You must provide accurate, current and complete account and business information, maintain access to your registered email and phone, and promptly update material changes. You must be legally capable of entering into these Terms. We may request identity, business, ownership, transaction-purpose or other verification information where required for account security, provider rules, risk management or law.
Submitting verification information does not guarantee approval or immediate access to collections, channels or payouts. You must not impersonate another person, submit altered documents or open accounts to evade a restriction.
3. Permitted use
Use the service only for lawful transactions you are authorised to initiate. You must not use it for fraud, money laundering, terrorist financing, sanctions evasion, unlawful goods or services, deceptive fundraising, unauthorised collection of payments, stolen credentials, harassment, or any activity prohibited by applicable law or payment-provider rules. You must not probe, disrupt, reverse engineer, overload or attempt unauthorised access to the service, another merchant's account or internal systems.
4. Collections and payment status
A request being accepted by the API is not proof that a payment succeeded. A payment may remain pending while the provider processes it, and status updates may be delayed by network or callback problems. Treat a payment as paid only when the authenticated dashboard or API reports a confirmed successful status. Use unique external references and idempotency protections where supported, and check the existing transaction before retrying an ambiguous request.
You are responsible for displaying accurate prices, identifying the correct customer and order, delivering goods or services lawfully, issuing receipts where required and resolving customer disputes about your own sale. You must not ask customers to disclose their M-Pesa PIN, passwords or one-time codes to you or to Zetu Pay support.
5. Fees, balances and payouts
Applicable transaction fees, payout fees, limits and other charges are those shown in your authenticated dashboard or otherwise agreed with you before they apply. Fees may depend on transaction type, route and account configuration. You authorise applicable disclosed fees to be applied to eligible transactions or balances as described by the service.
A displayed balance is a platform record and is not, by itself, a bank statement or guarantee of immediate payout. Payout requests may be pending, rejected, delayed or subject to additional checks, provider limits, available balance, maintenance or legal requirements. Do not promise a recipient a payout time that has not been confirmed. Never submit repeated payout requests merely because an earlier request has not yet returned a final result.
6. Reversals, refunds, disputes and corrections
A reversal is not guaranteed. Whether a transaction can be reversed depends on its status, the payment route, provider capabilities, available funds and applicable law or provider rules. A successful transaction cannot be treated as reversed simply because a merchant or payer requests it. Where a reversal or correction is supported, it may require evidence, review and provider processing.
If a transaction is disputed, appears duplicated, has an incorrect amount or recipient, or has an uncertain provider result, stop any further action that could worsen the issue, preserve relevant records and contact Support with the transaction reference. Do not create a second payment to “test” whether the first one succeeded. Zetu Pay may place a transaction or related balance under review where reasonably necessary to investigate suspected error, fraud, unauthorised activity or compliance concerns. The status shown in the dashboard may change as reliable provider information becomes available.
Refunds for goods or services sold by a merchant are the merchant's responsibility unless the applicable transaction arrangement expressly states otherwise. A platform correction or provider reversal does not settle a separate dispute about the merchant's goods, delivery or service.
7. Holds, negative balances and recovery
For the pooled Zetu Pay wallet route, a transaction may be flagged for review and the related funds may be moved to a held balance if they remain available in the wallet. Following review, funds may be released or an internal reversal may be recorded where permitted by law and the applicable payment arrangement. An internal reversal is a ledger movement within the platform; it does not itself send money back to the payer. A separate customer refund or provider-side reversal may require a separate process and is not guaranteed. Direct-channel funds settle to the merchant through its provider arrangement; Zetu Pay cannot hold or reverse money it does not control in that channel. We may record a debt where a completed reversal leaves a wallet shortfall, and future credits or withdrawals may be affected as permitted by the service arrangement and applicable law. We will not represent an unconfirmed provider outcome as a confirmed loss or success merely to force a balance adjustment.
You remain responsible for fees and amounts properly due under these Terms. We may offset amounts where legally permitted and where the applicable service arrangement allows it. Any review or recovery action must follow applicable law and the rights available to affected users.
8. Security and API responsibilities
You are responsible for protecting passwords, API keys, webhook signing secrets, email accounts, devices and systems under your control. Keep live credentials on a trusted server, restrict staff access, rotate compromised credentials and verify webhook signatures. Do not expose secrets in browser code, public repositories, logs, screenshots or support messages. You are responsible for securing your integration, validating requests, handling duplicate webhooks safely and preventing fulfilment of an order more than once.
Notify Support promptly if you suspect account compromise, leaked credentials, unauthorised transactions or a security incident. We may disable credentials or restrict affected functionality to contain risk.
9. Monitoring, restrictions and termination
We may monitor activity and request information reasonably needed to secure the service, investigate suspicious transactions, enforce these Terms, satisfy provider requirements or comply with law. We may reject, delay, hold for review, limit, suspend or terminate access where we reasonably believe there is a security threat, misuse, inaccurate verification, unpaid amount, legal or provider requirement, or material breach. Where lawful and safe, we will provide notice and a route to appeal or request review. We may act without advance notice where necessary to prevent harm, protect an investigation or comply with a legal direction.
You may stop using the service and request account closure through Support. Closure does not cancel outstanding transactions, fees, disputes, legal duties or record-retention requirements. We may retain records for legitimate operational, security, accounting and legal purposes.
10. Availability and changes
We aim to operate a reliable service but do not guarantee uninterrupted access, error-free operation or continuous availability of a third-party provider. Maintenance, network failures, provider outages, security incidents, legal orders or events outside reasonable control may affect service. We will take reasonable steps to restore service and communicate material incidents where appropriate.
We may change features, technical requirements or these Terms. Where a change materially affects the service or charges, we will provide notice in advance where required by law or the applicable agreement. The effective date above will be updated when these Terms change.
11. Data protection and confidentiality
Personal information is handled under the Privacy Notice. Each party must protect confidential information received from the other and use it only for the service, except where disclosure is authorised or required by law. Do not include API secrets, PINs or unnecessary identity documents in support requests.
12. Responsibility and liability
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law. To the extent permitted by law, Zetu Pay is not responsible for losses caused by inaccurate instructions supplied by you, your failure to secure your credentials or systems, your failure to check a transaction's final status, your goods or services, or a third-party provider's systems outside our reasonable control. We are not responsible for indirect or consequential losses to the extent the law permits that limitation.
You remain responsible for your own business, tax, consumer-protection, licensing and record-keeping obligations. These Terms do not transfer those obligations to Zetu Pay.
13. Complaints and governing law
For a payment or account complaint, contact Support and include the transaction reference, amount, date and a concise explanation. Do not send credentials. We will review the information and respond through an appropriate channel. These Terms are governed by the laws of Kenya, subject to any mandatory legal rights and dispute-resolution procedures that apply to you.
14. Contact
Support: support@christech.co.ke. The service and any additional merchant-specific terms shown to you must be read together; where mandatory law provides a stronger right, that law prevails.