Terms & Conditions

These Terms and Conditions ("Terms") form a legally binding contract between you ("you", "your", "User") and the operator of the MyHUB platform ("MyHUB", "we", "us", "our") in relation to your use of the MyHUB mobile application, web dashboard, API integrations, and any related services (collectively, the "Service").

These Terms are issued pursuant to the Kenya Information and Communications Act (Cap 411A) and the Computer Misuse and Cybercrimes Act, 2018. They operate alongside, and do not replace, any obligations imposed on you by Kenyan law.

Your continued use of the Service following the publication of updated Terms constitutes acceptance of those updates. We will notify you of material changes in the manner described in Section 16.

To register and use MyHUB, you must satisfy all of the following conditions at the time of registration and throughout your use of the Service:

• You are at least 18 years of age.
• You have the full legal capacity and authority to enter into a binding contract under Kenyan law.
• You hold a valid Kenyan mobile phone number registered in your name with a licensed mobile network operator.
• You are a registered M-Pesa merchant, agent, or business operator with a valid till number or paybill number issued by Safaricom PLC.
• You are not subject to any court order, regulatory directive, or legal prohibition that would prevent you from operating M-Pesa transactions or entering into contracts.
• Your use of the Service will not violate any applicable local, national, or international law or regulation.

We reserve the right to verify your eligibility at any time and to suspend or close accounts that do not meet these criteria.

3.1 Registration Information

To access the full functionality of MyHUB, you must create an account. During registration you are required to provide accurate and current information, including your phone number, business name, M-Pesa till or paybill number, and a valid email address where available. Providing false, misleading, or incomplete information is a violation of these Terms and may result in immediate account closure.

3.2 Account Credentials

You are solely responsible for maintaining the confidentiality of your account credentials — including your Firebase authentication session token and your device agent code. You must not share access to your account with any other person. Any activity that occurs under your account, whether authorised by you or not, remains your responsibility unless you have notified us promptly in writing of a security breach or unauthorised access.

3.3 Single-Device Session Policy

MyHUB enforces a single active session per device type. When you log in on a new device, the session on your previous device is invalidated and you will be signed out. This policy exists to protect your account and your transaction data. You may initiate a session reset through the in-app self-service tool or by contacting support.

3.4 Account Accuracy

You must keep your account details up to date. If you change your M-Pesa till number, phone number, or business name, you must update your account accordingly. MyHUB is not liable for transaction failures or misrouted notifications resulting from outdated account information.

MyHUB provides a mobile-based transaction management platform for Bingwa agents. The principal features of the Service are:

We do not operate M-Pesa or any component of the Safaricom mobile money system. MyHUB is an independent application that automates interactions with the M-Pesa network on your behalf. Safaricom's own terms and any applicable Central Bank of Kenya regulations continue to govern all underlying mobile money transactions.

MyHUB requests Android Accessibility Service permission for one specific, defined purpose only: to automate the entry and navigation of USSD codes within the carrier-provided dialler interface on behalf of the user.

We explicitly confirm that the Accessibility Service permission is NOT used for any of the following:

• Reading text or content from any application other than the carrier USSD dialler
• Capturing or recording passwords, PINs, or financial credentials entered in any application
• Monitoring user activity, keystrokes, or navigation patterns in other apps
• Screen recording, screen scraping, or transmitting visual content from the device
• Intercepting or modifying communication from any application outside the USSD execution flow

By accepting these Terms and granting the Accessibility Service permission, you consent to this use. You may revoke permission at any time through your device's accessibility settings, though doing so will prevent USSD automation from functioning.

6.1 Token-Based Pricing

Certain features of MyHUB operate on a token consumption model. Tokens represent pre-paid service credits tied to your account. Each USSD execution or qualifying service action deducts tokens from your balance according to the rate schedule displayed within the application at the time of use.

6.2 Purchasing Tokens

Tokens are purchased by sending an M-Pesa payment to a designated paybill number. The transaction is verified server-side via the Safaricom Daraja API. Tokens are credited to your account automatically upon confirmed payment. Processing is completed within 10 minutes of a successful M-Pesa confirmation in ordinary circumstances. Delays caused by Safaricom network congestion or system maintenance are outside our control.

6.3 Token Validity and Expiry

Token bundles carry an expiry period disclosed at the point of purchase. Unused tokens that expire are forfeited. We will provide in-app notification at least 7 days before a significant bundle expires where technically feasible.

6.4 Refund Policy

Token purchases are generally non-refundable once credited to your account. Exceptions are made only where:

• You were incorrectly charged due to a verified billing error on our part
• The service was non-functional for more than 48 continuous hours due to a fault within our infrastructure (not attributable to Safaricom or third-party services)

To request a refund where these criteria apply, contact [email protected] within 14 days of the transaction date, providing the M-Pesa confirmation code.

6.5 Disputes with Safaricom

MyHUB processes token purchase payments through Safaricom's Daraja API. If your M-Pesa account is debited but we do not receive a successful callback, contact our support team immediately with the M-Pesa transaction reference. We will investigate and credit your account where the payment is confirmed. We are not liable for funds held by Safaricom pending resolution of their own system issues.

7.1 Subscription Plans

MyHUB offers optional subscription plans that unlock advanced features, including Echo Mode and extended analytics. Subscription details, pricing, and the features included in each tier are published within the application and at myhub.systemhubx.com. Subscription pricing may change with 30 days advance notice to existing subscribers.

7.2 Subscription Billing

Subscriptions are billed on a pre-paid basis via M-Pesa. There is no recurring automatic charge. Each renewal period begins upon receipt of a confirmed M-Pesa payment for the relevant subscription tier. Your device is bound to the subscription during the active period via a cryptographic device lock. Logging into a second device while a subscription is active will not automatically extend the entitlement to both devices.

7.3 Subscription Cancellation

You may cancel your subscription at any time through the application settings. Cancellation takes effect at the end of the current paid period. No refund is issued for the remaining days in a period unless our refund criteria in Section 6.4 apply.

7.4 Subscription Access Verification

Subscription status is verified against our server records. The application stores an encrypted local entitlement token which is refreshed when the device is online. If the device has been offline for an extended period, subscription status is rechecked on reconnection. Attempting to circumvent or spoof subscription validation is a serious breach of these Terms and may result in permanent account closure and pursuit of legal remedies.

You represent and warrant, at all times during your use of the Service, that:

• You will use the Service only for your own legitimate M-Pesa agency operations and not on behalf of undisclosed third parties.
• All M-Pesa transactions processed through MyHUB will involve real goods, services, or lawful value transfers. The Service must not be used to process fictitious, money-laundering, or structuring transactions.
• You will comply with all applicable M-Pesa merchant and agency agreements you hold with Safaricom, and with all directives issued by the Central Bank of Kenya under the National Payment System Act 2011 (as amended) and the National Payments System Regulations 2014.
• You will not configure the Service to execute transactions faster than the natural human rate in a way that violates Safaricom's acceptable use policies or that could result in your M-Pesa line being flagged or suspended.
• You will maintain the physical security of the device on which MyHUB is installed, including protecting it with a screen lock and not lending the device to others while the service is running.
• You will report any suspected security vulnerability in the MyHUB application to [email protected] rather than attempting to exploit it.

The following conduct is strictly prohibited and will result in immediate account suspension, permanent closure, and where appropriate, referral to law enforcement:

• Using the Service to process or facilitate fraud, money laundering, terrorist financing, or any other criminal activity, in violation of the Proceeds of Crime and Anti-Money Laundering Act (POCAMLA) 2009 and the Prevention of Terrorism Act 2012.
• Attempting to gain unauthorised access to MyHUB servers, databases, or the accounts of other users, contrary to the Computer Misuse and Cybercrimes Act 2018 (Sections 3–8).
• Reverse engineering, decompiling, disassembling, or otherwise attempting to derive the source code of the MyHUB application or its backend services.
• Distributing, reselling, or sub-licensing access to the Service, or creating derivative works based on the Service, without prior written authorisation from MyHUB.
• Introducing malware, viruses, or any code designed to interfere with the operation of the Service or to compromise connected systems.
• Using automated scripts, bots, or other mechanisms to interact with the Service outside of the normal application interface, except as expressly authorised by an API agreement with MyHUB.
• Impersonating another user, agent, or MyHUB representative, or providing false information to support staff during a dispute or investigation.
• Circumventing or attempting to bypass any rate limiting, authentication, or security control implemented in the Service.

All components of the MyHUB Service — including the mobile application, web interface, source code, algorithms, data models, design elements, branding, and documentation — are the exclusive intellectual property of MyHUB and its licensors, protected under the Kenya Copyright Act 2001 (Cap 130) and applicable international treaties.

Your use of the Service grants you a limited, personal, non-exclusive, non-transferable, revocable licence to use the App on your own Android device solely for the purposes described in these Terms. No other rights are granted. You may not reproduce, distribute, modify, publicly display, or create derivative works from any part of the Service without prior written consent from MyHUB.

Any feedback, suggestions, or reports you submit to MyHUB regarding the Service may be used by us freely without obligation or compensation to you.

The Service is provided "as is" and "as available", without any express or implied warranty of any kind. To the fullest extent permitted by law, MyHUB disclaims all warranties, including but not limited to:

• Implied warranties of merchantability, fitness for a particular purpose, and non-infringement
• Any warranty that the Service will be uninterrupted, error-free, or available at any specific time
• Any warranty regarding the accuracy or completeness of transaction records, including those derived from third-party sources such as Safaricom M-Pesa confirmation messages
• Any warranty that defects in the software will be corrected within any specified timeframe

MyHUB is a technology tool that automates interactions with the M-Pesa network. We are not a payment service provider, a financial institution, or a money remittance business. We do not hold, transmit, or have custody of your money. All financial obligations in relation to M-Pesa transactions remain between you and Safaricom PLC.

To the maximum extent permitted under the laws of Kenya, in no event will MyHUB, its officers, directors, or employees be liable to you for:

• Any indirect, incidental, special, consequential, or punitive loss or damage
• Loss of profits, revenue, business, data, or goodwill
• Losses arising from USSD execution failures, delayed M-Pesa confirmations, or errors in SMS parsing
• Losses arising from unauthorised access to your account where you have failed to maintain adequate credential security
• Losses attributable to third-party services including Safaricom, Firebase, or payment processors

Where liability cannot be excluded by law, our aggregate liability to you for all claims arising from your use of the Service in any 12-month period is limited to the total amount of token purchase fees you paid to MyHUB during that same 12-month period.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under Kenyan law.

You agree to indemnify, defend, and hold harmless MyHUB and its officers, employees, agents, and licensors from and against any claim, demand, loss, liability, cost, or expense (including reasonable legal fees) arising from:

• Your use of the Service in breach of these Terms
• Your violation of any law or regulation, including M-Pesa agency terms and CBK regulations
• Any fraudulent, criminal, or unlawful transactions processed through your account
• Your infringement of the intellectual property or other rights of any third party
• Any misrepresentation made by you to MyHUB or to a third party in connection with the Service

14.1 Termination by You

You may close your account at any time through the app settings or by contacting [email protected]. On closure, all your personal data will be deleted in accordance with our retention policy (Section 6 of the Privacy Policy). Unused token balances are forfeited on account closure.

14.2 Suspension or Termination by Us

We may suspend or permanently close your account, at our sole discretion, if:

• You breach any provision of these Terms
• We are required to do so by court order, regulatory directive, or applicable law
• We identify patterns of activity suggesting fraud, money laundering, or abuse of Safaricom systems
• You fail to pay outstanding amounts owed under these Terms after reasonable notice
• Continued provision of the Service to you creates legal, regulatory, or reputational risk for MyHUB

Where suspension is for an investigative reason and not a confirmed breach, we will aim to resolve the investigation within 14 days and restore access if no breach is established.

14.3 Effect of Termination

Upon termination or expiry, your licence to use the Service ends immediately. Sections 10, 12, 13, 15, and any accrued rights or liabilities survive termination.

15.1 Informal Resolution

Before initiating any formal dispute process, you agree to contact us at [email protected] and give us 30 days to resolve the issue. Most concerns can be resolved quickly at this stage.

15.2 Governing Law

These Terms and any dispute, claim, or controversy arising out of or in connection with them — including non-contractual disputes — shall be governed by and construed in accordance with the laws of the Republic of Kenya, without regard to its conflict-of-law provisions.

15.3 Jurisdiction

Subject to Section 15.1, you submit to the exclusive jurisdiction of the courts of Kenya, including the High Court of Kenya sitting at Nairobi, in respect of any proceedings arising out of or in connection with these Terms. You waive any objection to those courts on grounds of inconvenient forum or otherwise.

15.4 Relevant Kenyan Legislation

These Terms are designed to operate in compliance with, and should be read alongside:

• Kenya Data Protection Act 2019 (No. 24 of 2019)
• Computer Misuse and Cybercrimes Act 2018 (No. 5 of 2018)
• Kenya Information and Communications Act (Cap 411A)
• National Payment System Act 2011 (as amended)
• National Payments System Regulations 2014
• Proceeds of Crime and Anti-Money Laundering Act 2009 (POCAMLA)
• Central Bank of Kenya Mobile Money Interoperability Regulations 2020
• Kenya Copyright Act 2001 (Cap 130)

We may amend these Terms at any time. For minor changes — such as clarifications, typographical corrections, or adjustments to non-material provisions — we will update the "Last Updated" date and the new version takes effect immediately.

For material changes — those that substantially affect your rights, introduce new obligations, or change the pricing or feature structure — we will:

• Notify you through a prominent in-app notice at least 14 days before the changes take effect
• Send you an email notification where we hold a confirmed email address for your account
• Publish a summary of what has changed alongside the updated document

If you do not agree with the updated Terms, you must stop using the Service and close your account before the effective date of the changes. Continued use after that date constitutes acceptance.

If you have questions, concerns, or formal notices under these Terms, please contact us: