These Terms and Conditions (the Terms) govern access to and use of TenkiPay websites, applications, wallets, payment services, hosted checkout, agent-assisted services, business tools, developer services, TenkiPass, and related products (together, the Services).
Please read these Terms before opening an account or using a Service. By registering, accepting these Terms, initiating a transaction, using an agent, or continuing to use TenkiPay, you agree to these Terms and any country-specific terms or transaction disclosures shown to you. If you do not agree, do not use the Services.
Nothing in these Terms removes a consumer right or regulatory protection that cannot lawfully be excluded or limited.
1. About TenkiPay
TenkiPay, we, us, or our means the TenkiPay operating entity identified in your account-opening disclosure, transaction receipt, or applicable country schedule. The Services available to you depend on your operating country, account type, identity status, role, transaction limits, business approval, provider availability, and regulatory permissions.
TenkiPay may provide Services directly or through approved banks, mobile-money providers, payment channels, agents, government platforms, identity providers, infrastructure providers, and other regulated or contracted partners.
2. Eligibility and account opening
You must:
- Have legal capacity to accept these Terms, or use the Services through a lawful parent, guardian, or authorised representative.
- Provide complete, accurate, and current registration and identity information.
- Use an account only for yourself or for a business or organisation you are authorised to represent.
- Complete identity, business, beneficial-owner, agent, or other checks that apply to your role.
- Keep your information current and promptly provide reasonably requested supporting documents.
We may decline, defer, limit, or close an application where information is incomplete, cannot be verified, presents unacceptable risk, or the requested Service is unavailable or not permitted.
3. Your account and security
You are responsible for protecting your password, PIN, one-time codes, recovery codes, device, email account, telephone number, and authentication application. Do not share security credentials with any person, including an agent, business, support representative, or someone claiming to represent TenkiPay.
You must notify us immediately if you suspect that your account, device, credentials, or registered contact details have been lost, stolen, disclosed, or used without permission. We may require password reset, re-verification, strong authentication, transaction confirmation, or a temporary restriction to protect the account.
You are responsible for activity authorised with your valid credentials unless applicable law provides otherwise. We will never ask an agent or business to collect your TenkiPay password through its own website or application.
4. Wallet value and account balances
Your available balance is the amount shown as available in TenkiPay's authoritative ledger, subject to pending transactions, holds, reversals, fees, limits, and reconciliation. A screen, notification, receipt, or third-party message that conflicts with the ledger does not change the ledger record.
The legal treatment, safeguarding arrangement, redemption rights, and any applicable limits for wallet value are described in the disclosure for your operating country and account type. Wallet value does not earn interest unless we expressly agree otherwise in writing.
Do not treat a pending amount as available. We may correct an erroneous credit, duplicate posting, failed provider transaction, or reconciliation difference, and we will provide an appropriate record of the correction.
5. Payments and transaction authorisation
Before confirming a transaction, review the recipient, business, Pay ID, PayTag, application number, amount, currency, fees, and purpose. Your confirmation authorises TenkiPay to submit and process the transaction.
A transaction may be pending while TenkiPay or a provider completes authentication, routing, settlement, screening, reconciliation, or callback processing. A transaction is successful only when TenkiPay records the applicable completed status in its authoritative systems.
Completed transactions may be final and cannot always be cancelled. If you make an error, contact us promptly. We may attempt recovery, but recovery is not guaranteed and may depend on recipient consent, available funds, provider rules, or law.
6. Fees, limits, and exchange rates
Applicable fees, commissions, taxes, limits, and any exchange rate will be disclosed before confirmation or in an applicable tariff, business agreement, agent agreement, or country schedule. Do not confirm a transaction if the disclosed total is incorrect.
Limits may apply per transaction, day, account, Service, channel, risk level, or regulatory category. We may lower, increase, or temporarily restrict a limit based on verification, risk, law, operational capacity, or account history. A higher limit is not guaranteed.
An authorised agent or business must not charge an undisclosed TenkiPay fee. Ask for a receipt and report an inconsistent or undisclosed charge.
7. Cash-in, cash-out, and agents
Cash services are available only through approved agents with the required permission and sufficient cash or float. Check the agent's TenkiPay code, displayed identity, location, transaction details, and receipt.
For cash-in, hand over cash only after confirming the agent and transaction details. For cash-out, do not disclose your password or one-time security code to the agent. Confirm completion in your own account or receipt before leaving the location.
Agents must follow TenkiPay operating rules, identity checks, transaction limits, pricing, recordkeeping, and customer-protection requirements. District and platform agent relationships do not permit an agent to change TenkiPay's ledger, waive identity requirements, or make unauthorised promises on our behalf.
8. Transfers and domestic remittance
An in-app transfer sends value between eligible TenkiPay accounts. A domestic remittance allows an eligible sender, directly or through an agent, to send money for collection by an identified recipient at an approved TenkiPay agent.
For domestic remittance:
- The sender must provide accurate recipient details and the lawful purpose of the transfer.
- The recipient may be required to present an accepted identity document, telephone number, transfer reference, and confidential collection code.
- The sender and recipient must protect the collection code and share it only as needed for lawful collection.
- Payment is subject to identity matching, screening, limits, agent liquidity, expiry, holds, and fraud controls.
- An unclaimed, expired, blocked, or cancelled remittance is handled under the disclosed refund and investigation process.
Providing the wrong recipient information may delay or prevent collection. A remittance is not the same as an in-app account-to-account transfer.
9. Business accounts and business services
A person acting for a business confirms that they have authority to bind and operate that business. A business is responsible for its team members, role assignments, approvals, customer records, catalogues, prices, invoices, forms, tickets, inventory, payouts, payroll or expense files, integrations, and fulfilment.
TenkiPay may require business registration, tax, ownership, controller, settlement, service-description, and risk information. Business payment acceptance and live developer credentials remain restricted until the required approval is complete.
Businesses must use TenkiPay only for lawful goods, services, collections, disbursements, and financial workflows. They must provide accurate customer disclosures, issue appropriate receipts, deliver purchased goods or services, manage refunds and complaints, and comply with tax, licensing, employment, consumer, privacy, and sector-specific duties.
10. Hosted checkout and e-commerce payments
TenkiPay Checkout allows a business website or application to redirect a customer to a TenkiPay-hosted payment page. The hosted page may support TenkiPay sign-in or approval through a signed-in TenkiPay application.
The business, not TenkiPay, is responsible for its store, product descriptions, prices, taxes, delivery, returns, customer support, and lawful fulfilment. TenkiPay is responsible for the payment service within the scope of the applicable transaction.
A business must not collect a customer's TenkiPay password, copy the hosted page in a misleading way, alter a confirmed amount, or treat a browser redirect as proof of payment. The business must verify the signed webhook or authoritative checkout status before fulfilling an order.
11. Developer platform and APIs
Developer credentials are issued to an approved developer application owned by a business. The business and its developers must:
- Keep secret keys and webhook secrets only in secure server-side systems.
- Use the documented request-signing, timestamp, scope, and idempotency controls.
- Keep sandbox and live data, credentials, URLs, and webhooks separate.
- Verify signed webhooks and retrieve authoritative payment status before fulfilment.
- Request only the permissions required for the integration.
- Protect customer data and comply with the API documentation and acceptable-use requirements.
We may rate-limit, rotate, revoke, or suspend credentials that are compromised, misused, inactive, out of compliance, or create security or operational risk. Sandbox activity never authorises live money movement.
12. Recurring payments, invoices, and bulk payments
A recurring payment authorisation allows eligible future payments under the schedule, amount rule, recipient, and limits shown to the payer. You may pause or cancel a schedule before the applicable processing cut-off. Cancellation does not reverse a payment already completed or irrevocably submitted.
An invoice or payment request describes an amount claimed by its issuer. TenkiPay enables presentation and payment but does not independently confirm the underlying debt, goods, services, or dispute unless expressly stated.
A business initiating bulk payments is responsible for beneficiary authority, account details, file accuracy, duplicate prevention, available funds, internal approvals, and lawful purpose. TenkiPay validation does not replace the business's payroll, supplier, expense, tax, or accounting controls.
13. TenkiPass, tickets, vouchers, and forms
TenkiPass may represent a ticket, voucher, reservation, entitlement, service token, or other digital access record. The issuing business is responsible for event details, capacity, eligibility, cancellation, admission, delivery, and refund terms. TenkiPay records issuance, payment, verification, and redemption where supported.
A valid verification does not reserve entry unless the offering expressly says so. A redeemed entitlement cannot be reused. Do not purchase, reproduce, transfer, or resell an entitlement contrary to the issuer's rules or applicable law.
Public payment forms and uploaded payment-request tables are created by businesses. The publishing business is responsible for the form purpose, requested data, accuracy, lawful authority, retention, and customer notices.
14. Government and third-party services
GovPay, WanGov, EduPay, Passport Fees, mobile-money funding, and other named services may rely on a government body, provider, institution, or partner. Service names displayed by TenkiPay may be aliases for the same underlying integration.
Confirm the application number, account, institution, payer details, amount, and response before payment. Third-party availability, data, acceptance, processing time, and refund rules may apply. TenkiPay is not responsible for the underlying government or third-party decision, service, product, assessment, licence, or application outcome.
15. Refunds, reversals, charge disputes, and unauthorised activity
Refund eligibility for goods or services is generally determined by the receiving business and applicable law. TenkiPay may process an authorised refund or reversal but does not guarantee that a business will approve a commercial refund.
Provider failure, duplicate processing, technical error, confirmed fraud, legal process, or reconciliation may require a hold, reversal, correction, or investigation. We will not reverse a completed transaction solely because a customer changes their mind where no refund right exists.
Report an unauthorised or incorrect transaction as soon as possible with the transaction reference, amount, date, and relevant evidence. Do not share authentication credentials while seeking support.
16. Identity, AML/CFT, sanctions, and fraud controls
We may verify identity, source or destination of funds, ownership, authority, transaction purpose, device, location, or supporting documents. We may screen customers, businesses, agents, recipients, and transactions and may monitor patterns for fraud, money laundering, terrorist financing, sanctions, abuse, or other financial crime.
Where required or reasonably necessary, we may delay, reject, hold, limit, report, or disclose a transaction or account without advance notice. We may be prohibited from explaining certain legal or regulatory actions.
17. Prohibited use
You must not use TenkiPay to:
- Break any law, regulation, court order, sanction, licence condition, or third-party right.
- Commit or facilitate fraud, theft, deception, money laundering, terrorist financing, trafficking, corruption, tax evasion, or unlawful gambling.
- Sell prohibited, counterfeit, stolen, unsafe, or unlawfully regulated goods or services.
- Harass, exploit, impersonate, or mislead another person.
- Manipulate refunds, promotions, commissions, tickets, agent float, identity checks, limits, or transaction records.
- Probe, disrupt, reverse engineer, overload, bypass, or compromise TenkiPay security or another account.
- Use another person's identity, credentials, account, device, or funds without lawful authority.
We may investigate suspected prohibited use and cooperate with authorised regulators, law enforcement, courts, providers, and affected parties as permitted or required by law.
18. Holds, restrictions, suspension, and closure
We may place a hold, restrict a feature, require additional verification, suspend access, or close an account where reasonably necessary for security, fraud prevention, legal compliance, risk management, unpaid obligations, prohibited use, prolonged inactivity, provider requirements, or material breach of these Terms.
Where permitted, we will explain the general reason and available review or complaint process. Closure does not remove obligations, investigations, disputes, charge recovery, lawful retention, or rights that arose before closure. Any eligible remaining balance will be handled through the applicable verification and redemption process.
19. Privacy and records
Our Privacy Policy explains how TenkiPay collects, uses, shares, protects, and retains personal data. Financial, identity, KYC, security, complaint, and transaction records may need to be retained after account closure to satisfy legal, regulatory, audit, dispute, and fraud-prevention obligations.
Businesses and developers are independently responsible for the personal data they collect through their stores, forms, uploads, integrations, employees, customers, and service workflows.
20. Service availability and changes
We work to provide secure and reliable Services, but availability may be affected by maintenance, telecommunications, power, device compatibility, internet access, providers, agent liquidity, force majeure, security incidents, or events outside our reasonable control.
We may add, change, suspend, or retire a Service. Where a change materially affects customer rights, pricing, or an ongoing Service, we will provide notice where required and reasonably practicable.
21. Intellectual property
TenkiPay names, logos, software, interfaces, documentation, and platform content are owned by or licensed to TenkiPay. These Terms give you a limited, revocable, non-transferable right to use the Services for their intended purpose. They do not transfer intellectual-property ownership.
Businesses retain rights in their lawful content but grant TenkiPay the rights reasonably necessary to host, process, display, transmit, secure, and support that content and related transactions.
22. Responsibility and limitation of liability
Each party remains responsible for loss caused by its fraud, wilful misconduct, gross negligence, or obligations that cannot lawfully be limited.
To the extent permitted by law, TenkiPay is not responsible for indirect, incidental, special, punitive, or consequential loss; loss of profit, goodwill, opportunity, or data; or loss caused by a user's incorrect details, compromised credentials, unlawful conduct, unsupported device, third-party goods or services, provider outage, or event outside our reasonable control.
Any limitation will be applied consistently with mandatory consumer and financial-services protections. Nothing in these Terms excludes liability that applicable law does not permit us to exclude.
23. Complaints and support
Contact support@tenkipay.com with your name, registered contact, transaction reference, description, requested resolution, and non-sensitive supporting evidence. Never send a password, PIN, one-time code, API secret, or webhook secret.
We aim to acknowledge a complaint with a unique reference within 2 working days and resolve it within 15 working days. If more time is reasonably required, we will provide an update and aim to communicate the outcome within the additional period required by applicable rules. If you are dissatisfied after our final response, you may use the external escalation rights available in your operating country, including an applicable financial-services regulator or court.
Agent-assisted customers may ask for these Terms, transaction details, and fees to be explained in a language and manner they understand before proceeding.
24. Notices and changes to these Terms
We may send notices through the application, website, email, SMS, registered telephone number, account inbox, or another agreed channel. You are responsible for keeping contact details current.
We may update these Terms for legal, regulatory, security, operational, provider, or product reasons. We will publish the effective date and provide additional notice for a material change where required. Continued use after the effective date constitutes acceptance only to the extent permitted by law.
25. Governing law and disputes
For Services operated in Sierra Leone, these Terms are governed by the laws of Sierra Leone. Mandatory regulatory complaint and consumer-protection processes apply before or alongside any court process where required. Services in another country may be subject to a local country schedule and mandatory local law.
Before starting court proceedings, you and TenkiPay should first attempt to resolve the dispute through the complaint process, except where urgent relief, fraud prevention, debt preservation, or another legal remedy is necessary.
26. General terms
If a provision is invalid or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right is not a waiver. You may not transfer your account or rights under these Terms without our written approval. We may transfer our rights or obligations as part of a lawful restructuring, service transfer, or regulatory arrangement, with notice where required.
These Terms, the Privacy Policy, applicable country schedule, tariff, transaction disclosure, agent or business agreement, and any Service-specific terms form the agreement for the relevant Service. If documents conflict, mandatory law applies first, followed by the most specific applicable Service or transaction terms.
27. Contact
Customer and business support: support@tenkipay.com
Privacy and account requests: support@tenkipay.com
Developer documentation: me.tenkipay.com/developers/docs
Do not send passwords, PINs, one-time codes, recovery codes, secret keys, or webhook secrets by email or support message.