AGENT CASH ADVANCE
TERMS AND CONDITIONS

Please read these Terms and Conditions, and any schedule/annexure in conjunction with Airtel Agency/Agent Agreement and Terms and Conditions for Airtel Customers (https://airtelug.kuunda.com/) that shall form part of these Terms and Conditions (“Conditions of Use”).

These Terms and Conditions (“Condition of Use”) are available for Airtel services Agents/Agency and become effective once you opt in or register for Airtel Agent Cash Advance Service (‘Service”).

Airtel Agent Cash Advance is issued to Airtel Mobile Commerce Uganda Limited Active Agents/Agency based in the Republic of Uganda by FINCA Uganda Limited (MDI), who shall be the Trustee of the funds, and is subject to these Conditions of Use.

Airtel Mobile Commerce Uganda Limited from time to time will verify, your KYC documents (Identification documents) or amend these Conditions of Use or review your scoring limits and have a right either to accept or reject your request for Cash Advance services.

DEFINITIONS AND INTERPRETATION

1. "Agreement" means these Conditions of Use

2. “Agent or Airtel Agent” means any Airtel agent who has registered to use Airtel.

3. “Agent Cash Advance Facility” or “Agent Facility” means a credit facility linked to your agreed initiated transactions Agent Account (you may refer clause 6 & 9 for details), it lets you draw/transact e-money from that Float Account past your own available funds up to an agreed limit (Agent Cash Advance Limit).

4. “Agent accounts” means the Agent’s Float (i.e. used to serve customers), Commission (which is used to hold Agent’s commission gain) and or Airtel (which used for exchange of E-money and cash between Agents/Agency and or FINCA) Account.

5. “Airtel Agent Cash Advance Service or Agent Cash Advance Service or the Service” means a mobile money service that enables Airtel Agents/Agency to get instant Cash Advance facilities to complete transactions whenever they have insufficient balance of E-Money in their Agent Float Account and will later be repaid upon depositing or receiving money in their Agent Float Account (auto debt).

6. "Airtel Agent Due Diligence" means personal and business documentation supplied by you to us to confirm your name and business name, current address, in order to meet our and regulatory requirements.

7. "Airtel Mobile Commerce Uganda Limited" means a Company whose head office is at Plot 16A, Clement Hill Road, Nakasero Kampala, Uganda, and any business or other person to whom any or all of our rights and or responsibilities under this Agreement may be transferred.

8. “Airtel Agent Cash Advance Limit” or “Agent Cash Advance Limit” means maximum Cash Advance facility that Airtel Agent can utilize at a specific point in time.

9. “Airtel Money services” means the money transfer and payment service that is managed and operated exclusively by Airtel Mobile Commerce Uganda Limited in the Republic of Uganda and licensed by the Central Bank.

10. “AIRTEL Agent Data” means an AIRTEL User’s name and any of such Agent’s national identity card number, Voters card number, passport number, driving Licence number, Business License, and or memorandum of understanding and/or Government business clearance certificate and or certificate of registration and or Business Incorporation as reflected in Airtel Mobile Commerce Uganda Limited records from time to time or as required by Authority or any other Statutory Body.

11. “AIRTEL System” means the technical platform for the time being providing the Airtel service.

12. “FINCA” means FINCA Uganda Limited incorporated in the Republic of Uganda and with its principal office having its registered office at Plot 11B, John Babiiha (Acacia) Avenue and which shall where the context allows include its successors in title and assigns

13. “Central Bank” means the Reserve/Central Bank

14. “Customer or Airtel Customer” means any Airtel user who has registered to use Airtel Service.

15. “Customer Care Centre” means a customer care Centre designated for the Service in accordance with this Agreement.

16. “Event of Default” refers to any of the circumstances set out in Clause 9 below.

17. “E-Value” or “E-Money” means the electronic money issued by us and representing an entitlement to an equivalent amount of cash monies held by the Trustee in respect of the purchase of such electronic value;

18. “Equipment” includes your mobile phone handset, Airtel enabled SIM Card and/or other equipment which when used together enables you to access the Network.

19. “Event default” means You are in default in any of the following situations;

    1. a situation whereby the Facility is due and unpaid for one (1) day or more,

    2. if you commit any breach or fail to observe, keep to or perform any of the terms, conditions covenants or provisions of any other agreement between us and yourself in respect of the Facility; or you don’t keep to the other terms and conditions of this Cash Advance Contract or any other contract you have with us

    3. if there is reasonable apprehension that you are unable to pay your debts, or we receive any notice that you have admitted any inability to pay your debts as they become due and payable; or

    4. If a Garnishee or Attachment Order or alien created against any of your deposits with us or assets maintained by you is made.

    5. you become insolvent or subject to any form of your business administration;

    6. you stop paying creditors or stop carrying on business (or threaten to stop);

    7. You intentionally give us incorrect or misleading information, at any time the result of which materially increases our risk to you.

20. “Facility Term” means where there is no Event of Default (as outlined in this Agreement) within a period of one (1) day from the first date of utilization of the Facility.

21. "Force Majeure" means anything outside the reasonable control of a Party including pandemic, an act of war or terrorism, the mobilization of armed forces, civil commotion or riot, natural disaster, industrial action or labor disturbance (excluding industrial action by employees of the Party or its subcontractors), currency restriction, embargo, or a failure of a public utility or telecommunications carrier or system failure/outage, interruption in the processing of the transaction, or delays resulting from circumstance beyond our reasonable control (including power failure and delays in communication with supplier points of sale, internet or other system include your device failure), and governmental or statutory restrictions.

22. “Hapa Cash Services” means the specific agent liquidity services, products and/or electronic or telecommunication applications developed by Kuunda.

23. “Hapa Cash Platform” means the electronic platform, including but not limited to the facilities, equipment and software used by Kuunda to host the Hapa Cash rules and algorithms to conduct, maintain and/or deliver the Hapa Cash Services or distribute and/or sell the Hapa Cash Services, including the Hapa Cash Website, the Hapa Cash Mobile Applications.

24. “Interest” means a payment for the use of money and includes a payment made or accrued under a “debt obligation that is not a repayment of capital, any gain realised by way of a discount, premium, swap payment or similar payment, amounts treated as interest under section 32, amounts recognised as interest under section 71(6) (b)(ii) and interest imposed under Division I of Part VIII.

25. “Interest Rate” shall mean and in relation to interest rates charged to Airtel Agents/Agency for use of the facility.

    1. The interest rate will be calculated at a 1% per day on outstanding principal balance for 10 days, charged from midnight Day 2. Any changes to the interest rates affecting the transactions shall be communicated at least one month prior to the effective date.

    2. Also means the true cost of funds for a borrower from a FINCA or financial institution which may be higher, equal to or lower than the nominal interest rate depending on the method used to calculate the amount of interest due or accrued.

26. "Know Your Customer” also known as KYC refers to the customer and Agent due diligence obligations imposed on Airtel Mobile Commerce Uganda Limited by relevant laws and as may be prescribed or recommended by the Government of Uganda, Uganda Communications Commission or Central Bank of Uganda from time to time or any other designated Government authority.

27. “Kuunda” means Kuunda Holdings Limited incorporated in the Republic of Mauritius and with its principal office having its registered office at Unit 21, Circle Square Business Park, Forbach, Mauritius, and which shall where the context allows include its successors in title and assigns). Kuunda is a provider of Agent Liquidity management; namely: agent Cash Advance, agent cash advances and a marketplace for cash, and the provider to the FINCA Uganda of the Hapa Cash platform.

28. “Late Interest” means, in relation to interest rates charged to Airtel Agents/Agency by use of the facility for late payment.

    1. This late interest rate will be 3000 UGX on Day 11 but may be reviewed from time to time with prior reasonable notification to the Agents. The total Cash Advance due includes all principal, interest rate (clause 2.18.1) and late interest amounts due monthly.

29. "Network" means the Global System for Mobile telecommunication (“GSM”) system operated by Airtel and covering those areas within the Republic of Uganda;

30. “Permitted Transactions” means the transaction types that have been granted Cash Advance facility capability as from time to time which includes but not limited to the following:

    1. Cash-in (i.e., Deposit) transactions

    2. Any other authorized transaction from time to time.

31. “MSISDN” Shall mean a Mobile Station International Subscriber Directory Number; this number used to identify a mobile phone number internationally.

32. ”SIM Card” means the Agent identity module which when used together with other Equipment enables an AIRTEL Agent to use the AIRTEL Service.

33. “Trustee” means FINCA Uganda) Limited;

34. “USSD” means (Unstructured Supplementary Service Data) a Global System for Mobile (GSM) communication technology that is used to send text between a mobile phone and an application program in the network. Applications may include prepaid roaming or mobile chatting provided by Airtel Mobile Commerce Uganda Limited.

35. “You” or “your” means the Agent and includes the Agents/Agency’ personal representatives and assigns.

36. "Website" means a group of connected pages on the World Wide Web containing information on a particular subject e.g. https://www.airtel.ug

37. “We,” “our,” and “us,” means Airtel Mobile Commerce Uganda Limited and (where applicable) FINCA Uganda Limited;

38. Words importing the singular meaning where the context so admits include the plural meaning and vice versa.

ACCEPTANCE OF THE TERMS AND CONDITIONS

1. Before opting-in or registering for the Service, you should carefully read and understand these Conditions of Use as they govern the access, use and operation of the Service. These Conditions of Use are available on https://www.airtel.ug/airtel_money

2. If you do not agree with these Conditions of Use, please click “Decline/Cancel” on the Opt-in Function.

3. You will be deemed to have read, understood and accepted these Conditions of Use: Upon “Accepting” these Conditions of Use on the Opt-in Function, this shall mean that you confirm that you have read, understood and agreed to abide by these terms and conditions; and this shall imply the same by using or continuing to use and requesting for the Service.

4. By registering for the Service, you agree to comply with and be bound by these Conditions of Use as amended and revised from time to time and you affirm that these terms and conditions are without prejudice to any other rights that we may have in law or otherwise regarding your registration, access and use of the Service.

REGISTERING AND USING THE SERVICE

1. This service is available for Airtel Agents/Agency once opt in and by doing so it means that you confirm to accept Conditions of Use.

2. We reserve the right to verify the authenticity and status of your Agent Accounts and transactions and we may either decline or accept your application in our sole discretion with or without alerting you, though will (not our obligation) try to do so.

3. For the case we are alerting you we will do so through an SMS that to be sent to your Airtel registered mobile phone number (MSISDN) associated with your Agent Account and or Equipment.

4. You may register for the Service for more than one MSISDN provided that the Condition of Use will apply to each Agent Account that may be registered in your name.

5. You hereby agree and authorize Airtel Mobile Commerce Uganda Limited to share your personal information held by us to FINCA Uganda in respect of provision of this Service. Such personal information includes but is not limited to your phone number, name, date of birth, ID type and ID number and such other personal information that will enable us to identify you and comply with the regulatory “Know Your Customer” requirements.

6. You hereby agree and authorize Airtel Mobile Commerce Uganda Limited to share your personal information held by us to Kuunda for credit scoring purposes. Such personal information includes but is not limited to your commission, wallet balance, average wallet balance and such other personal information that is required for purposes of delivering the Hapa Cash Services.

7. You also hereby agree and authorize us to use information relating to your use of the AIRTEL service, GSM Service for purposes of delivering the Services (“AIRTEL Information”).

8. We reserve the right to obtain further information from you pertaining to your application to register for the Hapa Cash Services at any time. Failure to provide such information timely may result in a reject of your application or request in intention to use the Service.

9. In the moment you Accept Terms and Conditions, you authorize and issue exclusive liability to FINCA Uganda and its assigns of any kind while we set Cash Advance Limit and any interest associated with this service.

10. You may only utilize your Facility to complete a Permitted Transactions via Airtel once you have insufficient balance. In some cases, you will be required to finalize all pending request to complete the facility Cash Advance requested.

11. By using this service shall mean you have allowed Airtel Mobile Commerce Uganda Limited to send you promotion/service notification and any updates through your SMS and other available related product and service

CASH ADVANCE LIMIT

1. Once and when you opt in to the Service, you will receive a confirmation message bearing your Agent Cash Advance Limit.

2. In case you have not yet received your Cash Advance Limit, you may access your limit from Airtel Menu.

3. In case you need to upgrade your limit, you must continue to transact on AIRTEL thus enhance your credit score in order to be eligible for a Cash Advance Limit.

4. We may from time to time prescribe the minimum and maximum Facility you may be able to Request on the Service; such limits will be communicated to you through appropriate channel.

5. The Agent Cash Advance Limit is subject to review from time to time and we reserve the right to vary your Agent Cash Advance Limit with 30 days’ notice sent via SMS or any other means as shall be determined from time to time though (it’s not our obligation) we shall try to notify you of any variation to the Agent Cash Advance Limit when deemed necessary.

REQUESTING AN CASH ADVANCE FACILITY

1. You acknowledge and agreed that the Cash Advance facility will be granted as a result of performing a permitted transaction and you have insufficient float account balance.

2. You shall be responsible to ensure the interest accumulated as a results of Cash Advance limit/facility is paid in advance. The Interest will include any applicable taxes, levies and excise duties, or other deduction as applicable under the law or as per these terms.

3. You are not qualified for any Cash Advance Facility in case you have any pending unpaid debt or on unattended on due Agent facility or default previous Agent facility unless authorized by Airtel Uganda Limited.

4. Airtel Mobile Commerce Uganda Limited has the right to reject or accept the Cash Advance and review Cash Advance limit, in reference to your daily Airtel Activities Cash Advance Limit might be either increased or decreased from time to time.

CREDIT SCORING

1. Credit Scoring and provision of the Airtel Agent Cash Advance limit will base on score provided by Kuunda and FINCA.

2. Your Cash Advance Limit and an Agent Cash Advance Facility shall be obtained as a result of credit score.

3. Kuunda and FINCA will perform algorithm that will determine your credit score; based on various checks resulting from Airtel service usage, Airtel Services (transactions) and repayment history of your existing Agent Cash Advance Limit.

REPAYING THE FACILITY

1. Agent Facility shall be repaid in full the following day; Repayment must include all applicable Interests, charges, fee and or Principal.

2. In the event you have taken a Cash Advance facility, your Agent Account will be subjected to an auto debit. This means, Airtel Mobile Commerce Uganda Limited shall automatically debit the amounts due on your Agent Account subject to availability of funds. The repayment method will be as follows:

   1. Drawdown fee

   2. First in repayment of all Applicable Interest.

   3. Secondly towards repayment of the Agent Facility.

3. After the expiry of the Facility Term, we reserve the sole discretion to renew or extend the Facility Term. Subject to our periodic review of your limit as set out in Clause 5, you acknowledge that the renewal or extension will be under the existing terms and conditions. You will be notified of each instance of renewal or extension of the Facility Term.

CONSEQUENCES OF DEFAULT:

1. At any time after an Event of Default has occurred, we have the right to:

   1. Terminate the Services with or without notice to you or in accordance with clause 14 below;

   2. Declare that the Agent Cash Advance Facility (inclusive all interest/charges) and all other amounts outstanding under these Conditions Of Use is immediately due and shall be payable, whereby you are required to settle the Facility with immediate effect; and

   3. You authorize us to submit such information (i.e. Event of Default) to Credit Reference Bureaus as and when needed or in line with FINCA and Financial Institutions Act, any other regulatory body or laws in place.

   4. Take reasonable measures including engaging an independent debt-collection agency, to recover the amount in default.

INTEREST

1. You are responsible for the payment of all applicable Interest for the use of the Service.

2. All Interest rates are deducted at source and are subject to change at any time at our sole discretion with notice.

3. Interest payable under the facility will be deducted from any of your Agent Account. You hereby accept that we are entitled to deduct from any of your Agent Account (without reference to you) any Interest payable in respect of the Service;

4. Except as may otherwise be notified, Interest is inclusive of Value Added Tax at the prevailing/principle rate.

5. You hereby agree to pay costs, charges and expenses incurred by us in obtaining or attempting to obtain payment of any Facility owed under your Agent Account.

6. You may be prompted to complete Cash Advance request from time to time when requesting for it.

TAXES

1. All interest repayments are inclusive any taxes payable as required in the Republic of Uganda.

2. You hereby irrevocably grant us permission to revise the Interest upon any changes to taxes applicable.

USE OF YOUR INFORMATION

1. You hereby expressly consent and authorize us to disclose, receive, record, or utilize your personal information or information or data relating to any of your Agent Account and other Airtel Services with respect to the Facilities granted under the Service and any details of your use of the Services:

   1. To and from our service providers, dealers, Agents/Agency, business partners’, or any other company that may be or becomes our affiliate or subsidiary or holding company for reasonable commercial purposes relating to the Services;

   2. To a Credit Reference Bureau;

   3. To independent debt-collection agencies;

   4. To our lawyers, auditors or other professional advisors or to any court or arbitration tribunal in connection with any legal or audit proceedings;

   5. For reasonable commercial purposes connected to your use of the Services, such as marketing and research related activities; and

   6. In business practices including but not limited to quality control, training and ensuring effective systems operation.

2. You authorize us to disclose any information relating to your Agent Account to any local or international law enforcement or governmental agencies upon presenting a court order so as to assist in the prevention, detection, investigation or prosecution of criminal activities or fraud or to any other institution or third party as required by the laws of any country and as we may deem necessary.

3. You authorize us to disclose, respond, advise, exchange and communicate the details or information pertaining to your Agent Account and or your Facility to third parties involved in the administration of any of your Agent Accounts and Facilities, underwriting insurance policies updating of databases, or provision of user support.

VARIATION, SUSPENSION AND TERMINATION

1. We may at any time, terminate or vary our business relationship with you and suspend or discontinue your registration and or access to the Service with 30 days’ notice sent via SMS or any other means as shall be determined from time to time:

   1. If you use the Service or Facility for unauthorized purposes or where we detect any abuse/misuse,

   2. Breach of content, fraud or attempted fraud relating to your use of the Services;

   3. If your Agent Account or agreement with Airtel or Airtel Mobile Commerce Uganda Limited is terminated for whatever reason;

   4. If we are required or requested to comply with an order or instruction of or a recommendation from the government, court, regulator or other competent authority to that effect or necessitating it;

   5. If we reasonably suspect or believe that you are in breach of these Conditions of Use (including nonpayment of any amount due from you where applicable);

   6. Where your Agent Account becomes inactive or dormant or is deemed recycled.

   7. If we decide to suspend or cease provision of the Services for commercial reasons or for any other reason as we may determine.

2. You may cancel (i.e., opt out) registration for the Service at any time through your Equipment; you may however not cancel registration if you have an outstanding and unpaid Facility, Overdue Amount or unpaid Fees.

3. Termination shall not affect any accrued rights and liabilities of either party and, in particular, shall not affect your obligations to meet any liabilities incurred prior to such termination.

4. We may terminate our relationship with you and suspend your access to the Service if you fail to repay the Facility in full together with any outstanding Fees within the Facility Term, which is thirty (30) days.

5. Where you have any outstanding Facility for more than thirty (30) days, your right to use the Service and Cash Advance limit will be suspended forthwith subject to awaiting repayment, review limit.

CHANGES TO THESE TERMS AND CONDITIONS

1. We may add to or change these Conditions of Use any time at our discretion.

2. We may add new fees and charges or change existing fees and charges with 30 days’ notice sent via SMS or any other means as shall be determined from time to time; as a direct result of new legislation, statutory instrument, Government regulations or licenses, imposition or alteration of government tax or as a result of any review of Airtel Mobile Commerce Uganda Limited’s business planning, changes within the industry, recommendations from regulatory bodies or for such other reason as it may in its sole discretion determine.

3. We will try to let you know in advance if we add to or change these Conditions of Use. The amount and type of notice that we will give you will follow the necessary channels that apply and are available at that time. (For example, we may notify you by letter, electronic mail, telephone (including recorded message or text SMS) or by an advertisement in gazette daily or weekly newspaper or in our website or any other means). The changes will occur before or after we tell you about them hence you are advised also to visit our website time to time to keep abreast of the changes in case due unseen reasons you might not receive updates notification.

GENERAL

1. These terms and conditions (as may be amended from time to time) form a legally binding agreement binding on you and your personal representatives, assignees and successors.

2. We will not be liable for any delay or failure in performing any of its obligations in respect of the use of the Airtel Cash Advance Service where such delay or failure occurs because of any circumstances beyond our service’s reasonable control or by reasons of Force Majeure.

3. By accepting these terms and conditions, the Agent certifies that they do not support or conduct, directly or indirectly, violence or terrorist activities of any kind, and does not enter into this agreement with the intention to conceal or disguise the origins of criminally derived proceeds (“Money-Laundering”) or to use the amounts received for criminal or illegal purposes.

4. You may not vary any of these Conditions of Use and you may not transfer these terms to any other person or business.

5. This Agreement shall be governed by and interpreted in accordance with the law of the Republic Uganda.

6. All communications under this Agreement will be in English or translated into language understood by you.

7. This condition Of Use does not replace any other Conditions of Use and shall be read in conjunction with the existing Airtel Agency Agreement, Airtel Mobile Commerce Uganda Limited’s Airtel Consumer Conditions of Use and Airtel’s General Agent Terms and Conditions.

AGENT’S RESPONSIBILITIES

1. You shall at your own expense provide and maintain, in safe and efficient operating order, your Equipment for the purpose of accessing the Hapa Cash Service.

2. You shall be responsible for ensuring the proper performance of your mobile device and we shall neither be responsible for any errors or failures caused by any malfunction of your mobile device, and nor shall we be responsible for any computer virus or related problems that may be associated with the use of the Software, the Services and the Equipment. You shall be responsible for charges due to Airtel or any service provider providing you with connection to the Network and we shall not be responsible for losses or delays caused by any such service provider.

3. You shall follow all instructions, procedures and terms contained in these Terms and Conditions and any document provided by us concerning the use of the Hapa Cash Services.

4. You agree and acknowledge that you shall be solely responsible for the safekeeping and proper use of your Equipment and for keeping your Agent Account PIN secret and secure. You shall ensure that your Agent Account PIN does not become known or come into possession of any unauthorized person. We shall not be liable for any disclosure of your Agent Account PIN to any third party and you hereby agree to indemnify and hold us harmless from any losses resulting from any Agent Account PIN disclosure.

5. You shall take all reasonable precautions to detect any unauthorized use of your Agent Account and Equipment. To that end, you shall ensure that all communications from FINCA are examined and checked by you or on your behalf as soon as practicable after receipt by you in such a way that any unauthorized use of and access to the Hapa Cash Services will be detected.

6. You shall immediately inform us through the Airtel Customer Care Call Centre in the event that:

   1. You have reason to believe that your Agent Account PIN is or may be known to any person not authorized to know the same and/or has been compromised; and/or

   2. You have reason to believe that an unauthorized use of the Hapa Cash Services has or may have occurred or could occur and a transaction may have been fraudulently input or compromised.

7. You shall at all times follow the security procedures notified to you, by us, from time to time or such other procedures as may be applicable to the Hapa Cash Services from time to time. You acknowledge that any failure on your part to follow the recommended security procedures may result in a breach of your Agent Account’s confidentiality. In particular, you shall ensure that the Hapa Cash Services are not used, or Requests are not issued, or the relevant functions are not performed by anyone other than a person authorized to do so.

8. You shall not at any time operate or use the Hapa Cash Services in any manner that may be prejudicial to us.

EXCLUSION OF LIABILITY

1. Airtel shall not be responsible for any loss suffered by you should the Services be interfered with or be unavailable by reason of (a) the failure of any of your Equipment, or (b) any other circumstances whatsoever not within Airtel’s control including, without limitation, force majeure or error, interruption, delay or non- availability of the System, terrorist or any enemy action equipment failure, loss of power, adverse weather or atmospheric conditions, and failure of any public or private telecommunications system.

2. Airtel will not be liable for any losses or damage suffered by you as a result of or in connection with:

   1. unavailability of sufficient funds in your Agent Account;

   2. failure, malfunction, interruption or unavailability of the Hapa Cash Platform, your Equipment, the Network, Airtel System and/or Airtel Money Services;

   3. the money in your Agent Account being subject to legal process or other encumbrance restricting payments or transfers thereof;

   4. contributory fraud/negligence/deficiency on your part leading to any fraudulent or illegal use of the Hapa Cash Services, the Hapa Cash Platform and/or your Equipment and whereupon you fail to immediately report suspected or known breaches to us; or

   5. Your failure to comply with these Terms and Conditions and any document or information provided by us concerning the use of the Hapa Cash Services.

3. If for any reason other than a reason mentioned in subparagraphs 18.1 or 18.2, the Hapa Cash Services are interfered with or unavailable, Airtel’s sole liability under this Agreement in respect thereof shall be to re-establish Airtel Money Services as soon as reasonably practicable.

4. Save as provided in subparagraph 18.3 Airtel shall not be liable to you for any interference with or unavailability of the Hapa Cash Services, howsoever caused.

5. Under no circumstances shall Airtel be liable to you for any loss of profit or anticipated savings or for any indirect or consequential loss or damage of whatever kind, howsoever caused, arising out of or in connection with the Hapa Cash Services even where the possibility of such loss or damage is notified to it.

COMMUNICATION & COMPLAINTS

1. If you are not satisfied with any aspect of the service offered, please contact the Airtel Customer Care Call Centre by calling 100. They will be pleased to help and explain the complaints procedure in more detail. We will try and resolve your complaint as soon as possible. Often however, the complaint will need to be investigated. If this is the case, we will respond to you within five (5) Business Days to acknowledge receipt of your complaint and we may respond to you how long it will take for your complaint to be resolved. If your complaint cannot be resolved, you will be advised accordingly.

2. You have a right to complain to our regulators (Bank of Uganda) in the event that we do not resolve your compliant satisfactorily.