Legal, privacy and support information

About Network Sacco Limited

This portal and app provide digital access to Network Sacco Limited membership and financial services.

Available services depend on the participating SACCO and may include:

• Viewing savings, deposits, share capital and other balances.
• Viewing loans, repayment information and transaction statements.
• Submitting membership, loan or service requests.
• Making or confirming payments through supported payment providers.
• Receiving account, transaction and service notifications.

Terms of Use

Acceptance

Please read these terms before using the portal or app. Loan and guarantee obligations also require the applicable loan or guarantee agreement and acceptance process; viewing this notice alone does not create a guarantee or authorise every use of personal data.

Eligibility

You may use Network Sacco Limited only where you are a registered member, applicant, authorised representative or other permitted user of a participating SACCO. You must provide accurate information and use only an account you are authorised to access.

Account security

• Keep your password, PIN and one-time password confidential.
• Protect your device with a screen lock and current security updates.
• Report suspected unauthorised access immediately.
• Do not allow another person to use your account.

SACCO services and records

Your SACCO determines eligibility, limits, approvals, pricing and service rules. Information displayed in the app is obtained from SACCO and integrated service records. Where a genuine discrepancy occurs, it must be investigated against the SACCO's authorised records.

Membership, laws and bylaws

Membership and services are subject to applicable Kenyan law, the SACCO’s registered bylaws, and the product agreements and policies lawfully applicable to you. These include the Co-operative Societies Act and, where applicable to the SACCO and its activities, the Sacco Societies Act, regulations and lawful SASRA requirements. This notice does not represent that every SACCO using this platform holds the same licence or authorisation.

Copies of the SACCO’s bylaws, applicable loan policies and product terms are available on request at the SACCO office. Request and read them before borrowing or guaranteeing a loan, and ask the office to explain anything unclear. Failure to read or request documents does not, by itself, release you from an obligation validly imposed by law or an agreement binding on you. This does not remove the SACCO’s duty to disclose terms and give required notices, or your right to challenge an unlawful, undisclosed or unfair provision.

Borrowing and repayment obligations

Applying for a loan does not guarantee approval. Before accepting a loan, review its principal, interest calculation, fees, insurance arrangements, instalments, due dates, security and default terms. Once a loan is validly accepted and disbursed, repay it in accordance with that agreement, including lawfully agreed interest and charges. Keep contact details current, check statements, and report errors or payment difficulties promptly.

A missing reminder, failed payment instruction, unavailable app or pending insurance claim does not automatically postpone a repayment date. Contact the SACCO for an alternative payment method or an agreed arrangement. Restructuring, a waiver or a repayment holiday requires SACCO approval under the applicable agreement and law.

Default may lead to recovery action, enforcement of valid security or guarantees, lawful set-off against eligible balances, permitted recovery costs and credit-reference reporting, subject to the agreement, applicable law and required notices. Membership withdrawal or closure of digital access does not extinguish outstanding loan or guarantee obligations.

Guarantor obligations

A guarantee is a financial commitment, not merely a recommendation. Before accepting, confirm the borrower, loan, amount guaranteed, duration, conditions for a demand, and any interest or costs expressly covered by the guarantee. Liability is governed by the guarantee you validly accept and applicable law; this page does not expand it beyond those terms.

If the agreed conditions arise, including borrower default, the SACCO may demand payment and enforce the guarantee through lawful procedures. Shares or deposits pledged under the agreement may be restricted or applied to the liability where permitted. A request to withdraw or substitute a guarantor does not itself discharge an existing guarantee; obtain the required release or approved replacement. Ask for the agreement and independent advice before accepting if you are unsure.

Credit information and insurance

Where lawfully authorised, the SACCO may obtain credit reports and share accurate positive and negative credit information with licensed Credit Reference Bureaux for credit assessment, account monitoring and regulatory compliance. This may include loan performance and guarantee obligations where reportable under applicable law. Required consent, pre-reporting notices, subsequent notices, dispute procedures and corrections must still be provided. This general notice is not a substitute for them and does not authorise automatic adverse listing of every guarantor.

Where a product involves insurance, relevant information may be shared with insurers, authorised intermediaries and claims assessors to arrange cover, assess risk, administer premiums and process claims. Cover, exclusions and claim decisions depend on the actual policy. A claim does not itself cancel a loan or guarantee; the obligation is reduced only to the extent of a payment applied or another lawful discharge.

Payments

Where payment services are available, you authorise the transmission of the details needed to initiate, confirm and reconcile the transaction. Payment requests may be delayed or fail because of mobile networks, banks, payment providers, maintenance or incorrect details.

Acceptable use

You must not:

• Use Network Sacco Limited for fraud, impersonation or any unlawful activity.
• Attempt to access another member's account or restricted systems.
• Interfere with security controls, availability or app operation.
• Introduce malware, automate abusive requests or manipulate records.
• Copy, reverse engineer or misuse the platform except where permitted by law.

Availability and suspension

Access may be interrupted for maintenance, security, network failure, compliance requirements or circumstances outside reasonable control. Access may also be limited or suspended where misuse, fraud or a security risk is reasonably suspected.

Liability

Nothing in these Terms excludes liability that cannot lawfully be excluded. Subject to applicable law, Shahi Service Limited is not liable for indirect loss, third-party network failure, member error, or a SACCO decision made under the SACCO's own policies.

Governing law

These Terms are governed by the laws of the Republic of Kenya. SACCO products and services may also be governed by the SACCO's bylaws, member agreements and applicable regulatory requirements.

Privacy and Data Protection Notice

Who is responsible for your data?

For member accounts and SACCO financial services, the participating SACCO normally determines why and how personal data is used. Shahi Service Limited operates the technology platform for Network Sacco Limited and processes data for the SACCO. Shahi Service Limited may separately determine limited processing needed for platform security, technical support and legal compliance.

Information processed

• Identity and contact information: name, member number, National ID details, phone number, email address and other membership information provided by you or your SACCO.
• Financial and SACCO records: savings, deposits, shares, loans, repayments, statements, applications and transaction history.
• Security information: login activity, IP address, device and session identifiers, audit logs and records used to detect fraud or unauthorised access.
• Technical information: app version, operating system, device type, diagnostics and crash information where enabled.
• Support information: messages, documents and other details submitted when requesting help.

Why information is used

• To identify and authenticate users.
• To provide SACCO account and transaction services.
• To process requests, payments, applications and notifications.
• To secure accounts, prevent fraud and maintain audit records.
• To provide support, investigate errors and improve reliability.
• To meet legal, regulatory and contractual obligations.

Lawful processing

Personal data is processed where necessary to provide requested services, perform contractual and membership obligations, comply with law, protect legitimate security interests, or on the basis of consent where consent is specifically required.

Sharing

Information may be shared only where necessary with:

• Your participating SACCO and its authorised personnel.
• Banks, mobile-money providers and payment processors used for a transaction.
• Hosting, messaging, security and support providers working under appropriate obligations.
• Licensed Credit Reference Bureaux for lawful credit checks, reporting, updating and dispute resolution.
• Insurers, authorised insurance intermediaries and claims assessors for relevant cover and claims.
• SASRA where it has jurisdiction, the Commissioner for Co-operative Development or other competent co-operative authorities, the Central Bank of Kenya, ODPC, tax authorities, courts and law-enforcement bodies where legally required or permitted for their lawful functions.
• Auditors, professional advisers and authorised recovery providers where necessary, with confidentiality and data-protection safeguards.
• Borrowers and guarantors only to the extent necessary to explain and administer the relevant guarantee, without unrestricted access to another member’s records.

Disclosures must have a lawful basis and be limited to the relevant purpose and necessary information. Where consent is required, it must be obtained through the applicable process; signing in, receiving an email or reading this notice is not blanket consent. Sensitive information, including health information used for insurance, requires the additional safeguards prescribed by law.

Data retention

Data is retained only for as long as reasonably necessary for the service, SACCO operations, security, dispute resolution and legal or regulatory recordkeeping. Different records may have different retention periods. Data that is no longer required should be securely deleted, anonymised or otherwise handled in accordance with the applicable retention schedule.

Security

Reasonable technical and organisational safeguards are used, including encrypted transmission, access controls, authentication controls, audit logging, backups, monitoring and security updates. No digital system is completely risk-free, so members must also protect their devices and credentials.

Your rights

Subject to applicable law, you may request:

• Information about how your personal data is used.
• Access to personal data held about you.
• Correction of inaccurate or incomplete information.
• Restriction of or objection to qualifying processing.
• Deletion of information that is no longer lawfully required.
• Withdrawal of consent where processing relies on consent.

Requests may require identity verification and may be referred to your SACCO where the SACCO controls the relevant member or financial records. Some records cannot be deleted immediately where retention is required by law, regulation, audit obligations or the establishment or defence of legal claims.

Children and junior accounts

Network Sacco Limited is primarily intended for adult members. Junior accounts may be accessed only under the participating SACCO's rules and with the required parent, guardian or authorised representative controls.

Cross-border processing

Where an approved service provider processes data outside Kenya, appropriate legal, contractual and security safeguards must be applied before the transfer.

Policy updates

This notice may be updated when services, legal requirements or processing arrangements change. Material changes will be communicated through the app, website or another appropriate channel.

Data Safety Summary

The following is a concise summary of the main data categories used by Network Sacco Limited. The exact features available depend on the participating SACCO.

Account and Data Deletion

You may request deletion or deactivation of your Network Sacco Limited access account. Deleting app access does not automatically erase the underlying SACCO membership, financial or transaction records.

1. Send an email to [email protected] with the subject Network Sacco Limited Account Deletion Request, or submit the request at the Network Sacco Limited office.
2. Include your full name, SACCO name, member number and registered phone number. Do not email your password, PIN or OTP.
3. Complete identity verification when contacted. This protects your account from fraudulent deletion requests.
4. After verification, app access will be deleted, disabled or anonymised as applicable, and you will be informed of records that must legally be retained.

Support and Contact

Contact Shahi Service Limited for support, privacy and account-deletion requests. Loan, guarantee, bylaw and financial-record decisions remain the responsibility of Network Sacco Limited.

Security incidents

Report a lost device, unexpected OTP, suspicious login or unauthorised transaction immediately using the contact details above. Never disclose your password, PIN or OTP to a person claiming to provide support.

Complaints

Privacy concerns may be raised using the contact details above. You may also lodge a complaint with Kenya's Office of the Data Protection Commissioner where applicable.