TERMS & CONDITIONS

Effective Date: 6th July 2025

1. Definitions

  • Customer: Individual or business registering, ordering, or using SmartPay services.
  • Sub‑Meter: SmartPay-installed electricity or water meter.
  • Main Meter: Official KPLC or water service provider’s primary meter.
  • Token: Prepaid units used to access electricity/water via SmartPay meters.

2. Meter Registration & Installation

  • Customers must provide full and accurate personal, property, utility, and technician details.
  • Meters must be installed by authorized SmartPay technicians only or a qualified Technician.
  • Ownership of all submeters remains with SmartPay Utilities Ltd.

3. Data Protection

  • All personal data is securely handled under Kenya’s Data Protection Act, 2019.
  • Data is used for service provision, billing, and customer communication only.

4. Token Prepayment Use

  • Tokens must be purchased to access electricity/water via the sub-meters.
  • All SmartPay sub-meters operate on a prepaid token system.
  • Every token purchase is subject to a 10% service commission charged on the total token value. (This commission covers transaction processing, system maintenance, customer service, and platform integration fees. )
  • All SmartPay sub-meters operate on a prepaid token system.
  • Tokens are non-refundable, meter-specific, and cannot be transferred.
  • Service interruptions due to depleted tokens or main supply issues are the customer’s responsibility.

5. Meter Orders, Production & Collection

  • Orders require a minimum deposit of 80% for confirmation.
  • Production takes 3–6 weeks from payment confirmation.
  • Customers are notified via call/SMS when meters are ready.

6. Cancellations & Refunds

  • Orders may be canceled within 12 hours for a full refund.
  • After 12 hours, deposits are non-refundable .

7. Warranty

  • All submeters have a 12-month warranty covering manufacturing defects only.
  • Warranty void if the meter is tampered with, mishandled, or installed by unauthorized persons.

8. Liability

  • SmartPay is not liable for power or water outages, utility interruptions, or losses from main service providers.
  • No liability for indirect losses (e.g., rent disputes, missed payments).

9. Dispute Resolution

  • Disputes are handled by SmartPay customer care.
  • If unresolved, escalated to arbitration per Kenyan law.
  • Legal jurisdiction is Kenyan courts.

10. Acceptance

  • By registering meters, placing orders, and purchasing tokens, the customer confirms understanding and agreement with these Terms & Conditions.