Effective date: [03/11/2026]

This Refund Policy covers payments made to [SHAH TECHNOLOGIES SOLUTION] for paid features on Nuza, such as featured adverts and listing packages. Nuza does not sell the items advertised, so we cannot refund purchases made between buyers and sellers. Those are between you and the other user.

1. When you can get a refund

Situation	Refund
You were charged but the package or featured ad was not activated, and we cannot fix it within 48 hours	Full refund
You were charged twice for the same purchase	Full refund of the duplicate charge
We removed your advert or closed your account by mistake	Full refund of the unused value, or the feature restored, at your choice
A technical fault on our side stopped a featured ad from showing for most of its paid period	Partial refund or a free replacement period

2. When refunds are not given

• The package or featured ad has been activated and used, fully or in part, and worked as described.
• You changed your mind after the feature was activated.
• Your advert was rejected or removed because it broke our Terms of Use.
• Your account was suspended for breaking our Terms of Use.
• The item did not sell, or you were unhappy with responses from buyers.

3. How to request a refund

Email admin@nuza.co.ke within [7] days of the payment, with:

• the email or phone number on your Nuza account;
• the payment date, amount and payment reference (for example the M-Pesa or card transaction code);
• a short description of the problem.

We will reply within [3] working days. Approved refunds are sent back through the original payment method within [14] working days. The time for the money to reach you depends on your bank or mobile money provider.

4. Disputes

If you are not satisfied with our decision, reply to our email and a senior team member will review it. Nothing in this policy limits your rights under the Consumer Protection Act, 2012.

5. Contact

[Legal entity name], [Physical address], Kenya. Email: admin@nuza.co.ke. Phone: [Phone number].

About Us

Nuza is Kenya's marketplace to buy and sell anything, from cars and property to phones, electronics, furniture, fashion, jobs and services.

We built Nuza to make buying and selling simple and local. Post a free advert in minutes, choose your county and town, and connect directly with buyers near you through chat or a call. Looking for something? Browse by category, filter by what matters to you, such as make, year, bedrooms or storage, and find deals close to home.

What we stand for

• Local first: every county and major town in Kenya, so buyers and sellers can find each other nearby.
• Free to start: posting an advert is free. Paid features are optional for sellers who want more visibility.
• Safety: every advert is reviewed, and you can report suspicious adverts or users at any time. We share safety tips to help you trade with confidence.
• Simple: clean listings in Kenya Shillings, clear categories, and tools that work on your phone.

Get in touch

Nuza is operated by [SHAH TECHNOLOGIES SOLUTION], based in [NAIROBI], Kenya.

• Email: admin@nuza.co.ke
• Phone: [+254746663821]
• Website: nuza.co.ke

Notes for review

• ODPC registration: under the 2021 registration regulations, a business must register with the Office of the Data Protection Commissioner unless it has both annual revenue below KES 5 million and fewer than 10 employees. Online marketplaces are not on the list of sectors that must register regardless of size. Confirm with your advocate whether [Legal entity name] needs to register now or once it passes a threshold.
• Fill before publishing: hosting provider and server country, payment providers, and the retention and response periods in brackets in the Privacy Policy.

Sources

• The Data Protection Act, 2019 (No. 24 of 2019): data subject rights (s.26), notice duties (s.29), children (s.33), retention (s.39), breach notification (s.43), transfers outside Kenya (ss.48–50)
• ODPC Guidance Note on Registration of Data Controllers and Data Processors: registration thresholds and mandatory sectors