Please read this first. HelaPay is currently operating as a pilot service. Balances shown in the app are held in trust pending full commercial launch, and some features (including cash withdrawal) are not yet available. Do not deposit money you cannot do without.
1. Who we are
HelaPay is a digital payments service operated from Nairobi, Kenya. By opening an account you agree to these terms.
2. Eligibility
You must be at least 18 years old, hold a valid Kenyan mobile number registered in your own name, and use HelaPay only for lawful purposes.
3. Your account
- Your username, password and 4-digit PIN are personal to you. Keep them secret.
- HelaPay will never ask you for your PIN or password — by phone, SMS, email or any other means. Anyone who does is attempting fraud.
- You're responsible for transactions authorised with your PIN. Tell us immediately if you believe your account has been compromised, and use the in-app emergency lock.
4. Money in your wallet
- Your balance is money you have deposited, less what you've sent and any fees. It does not earn interest.
- Deposits arrive from M-Pesa. Availability depends on Safaricom's systems, which are outside our control.
- We may place limits on transaction sizes, daily volumes and balances, and may change them to protect you or comply with the law.
5. Fees
Current fees are published at helapay.co.ke/pricing and shown to you before you confirm any payment. If we change fees, we'll give at least 30 days' notice.
6. Payments and reversals
- Transfers between HelaPay accounts are immediate and, except as below, final. Check the recipient's name before you confirm.
- A sender may reverse a transfer within 5 minutes, up to 3 times per day, and only if the recipient still holds the funds.
- For anything outside that window, contact support@helapay.co.ke. We'll investigate but cannot guarantee recovery — money sent to the wrong person may be gone.
7. What you must not do
Don't use HelaPay for fraud, money laundering, terrorism financing, or any illegal activity; don't attempt to access other users' accounts or disrupt the service; don't open accounts using someone else's identity. We may suspend or close accounts we reasonably believe are involved in any of this, and may report them to the authorities.
8. Suspension and closure
We may suspend or limit your account to investigate suspected fraud, to comply with the law, or if you breach these terms. You can close your account at any time by contacting support; we'll return any remaining balance through available channels, subject to investigation of any outstanding issues.
9. Our liability
We work hard to keep HelaPay accurate and available, but we don't guarantee uninterrupted service. We're not liable for losses caused by circumstances beyond our reasonable control, including failures at Safaricom, network outages, or your own disclosure of your PIN or password. Nothing here limits liability that cannot be limited under Kenyan law.
10. Complaints
Email support@helapay.co.ke with your transaction reference (for example HELA00042KX). We aim to respond within 24 hours and resolve disputes within 14 days.
11. Changes and governing law
We may update these terms; material changes will be notified in advance. These terms are governed by the laws of Kenya, and disputes are subject to the jurisdiction of the Kenyan courts.
12. Privacy
How we handle your data is set out in our Privacy Policy.