The short version: your business is yours, we run the tools and take a small fee on each paid order.

Terms of service

The agreement between SafiSend Business and the people who sell on it, and what buyers can expect. Updated 19 October 2026.

Who we are

SafiSend Business is run by Safisend Limited, a company in Nairobi, Kenya. These terms are governed by the laws of Kenya. Write to us at support@safisend.com.

What SafiSend is

A set of tools for a small business: a storefront on the web, a checkout that takes M-Pesa and card payments, cash and pay-on-delivery with a code, orders, invoices and receipts, delivery areas, a buyer email list, a WhatsApp catalog and an assistant that answers buyers on the seller’s own number, and a dashboard and app to run it all. You sell to your buyers; SafiSend is not the seller, not a marketplace and not a party to the sale.

Your account

• You must be 18 or over and have the right to run the business you set up.
• What you tell us about yourself and your business must be true, and you keep it up to date. We may ask for an ID and business documents before certain features open (see how we check sellers).
• Keep your sign-in to yourself. What is done from your account is yours, including by staff you invite; you choose what they may do.
• One person, one account. A business may have several people in it.

Your business and what you sell

• You are responsible for what you list, its photos and words, its price, and for delivering what a buyer paid for.
• You may not sell what Kenyan law or Paystack’s rules forbid: counterfeits, weapons, drugs, stolen goods, anything that needs a licence you do not hold, or anything that misleads a buyer.
• You keep the rights to your photos and words; you let us show them on your storefront, in your links and feeds, and in the pages buyers open.
• You answer to your buyers for taxes on your sales, for receipts and for the law on consumer protection. SafiSend gives you the documents; filing is yours.

Payments, fees and payouts

• Online payments are taken by Paystack, our payment partner, and paid to the account you verified with them. We never hold your card details.
• Our fee is a percentage of each paid online order, set by your plan: 3.9% on Free, 2.5% on Starter, 2% on Business and 1.5% on Pro. Paystack’s processing fee is passed through at cost on top. There is no fee on cash, till or pay-on-delivery orders you take yourself.
• Plans are paid for 3, 6 or 12 months at a time on the web. A new business starts on a 14-day Pro trial with no card. Plan prices include VAT once SafiSend is VAT-registered.
• The exact money terms you accept at set-up, with the refund and debt clause, are the ones that bind your business. They are shown to you before you sign and again on the Money page.

Refunds and disputes

• Any refund of a payment to your business is yours to pay, including when a buyer pays twice or pays after you closed the order.
• You pay it to SafiSend by M-Pesa, and only then do we refund the buyer through Paystack, to the M-Pesa line or card that paid. A refund is due on the date we show, at least two working days after it is raised.
• Our fee and Paystack’s fee on the sale are not returned.
• A refund not paid by its due date is taken from your next sales and sent to the buyer; seven days after the due date, online payments pause until it is cleared.
• We answer card disputes with your refund or delivery proof, and accept those where a refund is owed. A chargeback we accept or lose is a debt taken from your next sales.

Messages to buyers

Order texts, emails, offers to your list and the WhatsApp assistant speak to buyers in your name. You may only message people who ordered from you or joined your list, every email carries an unsubscribe link, and a buyer who says stop is not written to again. Each plan has a monthly allowance of buyer texts; beyond it, we point you to WhatsApp.

If you buy from a business on SafiSend

• Your contract is with the business you buy from. Its returns, delivery and payment policies are on its storefront, and the returns line is quoted at checkout.
• Your payment is taken by Paystack. Your receipt is yours to keep, and your order page shows where the order is.
• If something goes wrong, write to the business first. If it does not answer, write to us and we will help where we can; a card dispute is answered with the business’s delivery or refund proof.

What you may not do

• Break into, overload or scrape the service, or use it to send unwanted messages.
• Pretend to be another business or person, or take payments for someone else’s sales.
• Move money through SafiSend that is not payment for goods or services you sold.

Your data

How we handle personal data, who processes it for us and how long we keep it is in the privacy policy. The details of your buyers are yours to use for their orders and nothing else.

Closing an account

You can delete your account at any time in Settings › Sign-in, once your payouts have finished. Your business closes and your details are erased; orders, payments, payouts, invoices and receipts stay as the law on tax and payment records requires, with your details removed from them. What goes and what stays. We may pause or close an account that breaks these terms, sells what is forbidden, or leaves a refund unpaid; what you are owed is still paid out once any debt is cleared.

What we promise, and what we don’t

We work to keep SafiSend up, fast and safe, and tell you when something breaks. We cannot promise it never goes down, and we are not liable for a sale lost while it does, for what a buyer or seller does, or for more than the fees you paid us in the twelve months before a claim. Nothing here limits what Kenyan law does not let us limit.

Changes

When these terms change, the new version appears here with its date. A change to the money terms is a new edition you are asked to accept before it applies to your business.