Terms and Conditions

Last updated: January 2, 2026

1. Introduction

Welcome to Lockpesa. These Terms and Conditions ("Terms") govern your use of our platform and services. By accessing or using Lockpesa, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access the service.

2. Definitions

  • "Platform" refers to the Lockpesa website, mobile application, and all related services.
  • "User" refers to any individual or entity that accesses or uses the Platform.
  • "Transaction" refers to any payment or financial transaction conducted through the Platform.
  • "Escrow" refers to the service where funds are held in trust until transaction conditions are met.

3. Account Registration

To use Lockpesa services, you must:

  • Be at least 18 years old or the age of majority in your jurisdiction
  • Provide accurate, current, and complete information during registration
  • Maintain and update your account information to keep it accurate
  • Maintain the security of your account credentials
  • Accept responsibility for all activities under your account

4. Use of Services

You agree to use Lockpesa services only for lawful purposes and in accordance with these Terms. You agree not to:

  • Use the Platform for any illegal or unauthorized purpose
  • Violate any laws in your jurisdiction
  • Infringe upon the rights of others
  • Transmit any viruses, malware, or harmful code
  • Attempt to gain unauthorized access to the Platform
  • Interfere with or disrupt the Platform's operation

5. Escrow Services

Lockpesa provides escrow services to facilitate secure transactions between buyers and sellers. By using our escrow services, you agree that:

  • Funds will be held in escrow until transaction conditions are met
  • Lockpesa acts as an intermediary and does not guarantee the quality of goods or services
  • Disputes will be resolved according to our dispute resolution process
  • Fees may apply to escrow transactions as disclosed at the time of transaction

6. Fees and Payments

Lockpesa charges fees for certain services. All fees are clearly disclosed before you complete a transaction. You agree to pay all applicable fees and charges. Fees are non-refundable unless otherwise stated in these Terms or required by law.

7. Dispute Resolution

In the event of a dispute between buyers and sellers:

  • Parties must attempt to resolve disputes directly first
  • If unresolved, disputes may be submitted to Lockpesa's dispute resolution process
  • Lockpesa will review disputes and make decisions based on available evidence
  • Decisions made by Lockpesa are final and binding

8. Limitation of Liability

To the maximum extent permitted by law, Lockpesa shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of the Platform.

9. Intellectual Property

The Platform and its original content, features, and functionality are owned by Lockpesa and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

10. Termination

We may terminate or suspend your account and access to the Platform immediately, without prior notice or liability, for any reason, including if you breach these Terms. Upon termination, your right to use the Platform will cease immediately.

11. Changes to Terms

We reserve the right to modify or replace these Terms at any time. If a revision is material, we will provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

12. Governing Law

These Terms shall be governed by and construed in accordance with the laws of Kenya, without regard to its conflict of law provisions.

1.6. Police Abstract: means an official report or reference number issued by a recognized law enforcement agency documenting a formal complaint related to the transaction, where applicable and as specified herein.

13. Scope and Initiation of Dispute

13.1. A Dispute may be initiated by the Client within a reasonable period following the completion of a payment to a Lockpesa account. A "reasonable period" shall be determined by Lockpesa based on the nature of the transaction but is typically aligned with the agreed delivery period plus a defined grace period.

13.2. Valid grounds for initiating a Dispute are:

    a) Non-Delivery: Failure of the Seller to dispatch or provide the agreed-upon goods/services.

    b) Damaged Product: Receipt of goods that are materially damaged, defective, or not as described.

    c) Expired Delivery Period: Failure to deliver within the Seller’s stated and agreed delivery timeframe.

    d) Seller Breach: Any other scenario where the Seller fails to meet their material obligations under the agreed Transaction Conditions.

13.3. The responsibility for clearly defining, communicating, and agreeing upon the Transaction Conditions lies solely with the Client and the Seller. Lockpesa is not a party to this agreement but will rely on the evidenced Transaction Conditions during resolution. 

14. Mandatory Client Obligations in Dispute Resolution

14.1. Provision of Police Abstract: For disputes involving allegations of fraud, non-delivery where criminal intent is suspected, or other applicable scenarios as determined by Lockpesa, the Client must provide a valid Police Abstract to substantiate the claim. FAILURE TO PROVIDE A REQUIRED POLICE ABSTRACT WITHIN THE TIMEFRAME SPECIFIED BY LOCKPESA WILL RESULT IN THE DISPUTE BEING CLOSED AND LOCKPESA AUTHORIZING THE COMPLETE TRANSACTION, RELEASING FUNDS TO THE SELLER.

14.2. Return of Goods: In any dispute resolution outcome where a refund to the Client is contingent upon the return of the product (e.g., damaged goods, client error), the Client must return the product to the Seller using an official shipping channel verified by Lockpesa, with valid tracking and proof of delivery. FAILURE TO INITIATE THE RETURN OR PROVIDE VALID PROOF OF DELIVERY TO THE SELLER WITHIN THE TIMEFRAME SPECIFIED BY LOCKPESA WILL RESULT IN LOCKPESA AUTHORIZING THE COMPLETE TRANSACTION, RELEASING FUNDS TO THE SELLER. 

15. Dispute Resolution Process

The following steps constitute the formal Dispute Resolution Procedure:

15.1. Initiation: The Client must formally initiate the dispute resolution process through the designated channel within the Lockpesa platform.

15.2. Notification & Hold: Upon initiation, Lockpesa will automatically notify the Seller of the Dispute and place a hold on any funds related to the transaction, pending resolution.

15.3. Customer Care Intervention & Evidence Submission: Lockpesa's customer care team will contact both parties. The Client will be required to provide a detailed abstract of the issue and all supporting evidence, including a Police Abstract if mandated under Section 3.1. The Seller will be given a stipulated timeframe to respond.

15.4. Adjudication: Lockpesa will review all submitted evidence against the documented Transaction Conditions.

15.5. Outcome Implementation:

    a) In Favor of Client: If the Dispute is validated and all Client obligations under Section 3 are fulfilled, Lockpesa will effect a complete reversal of payment. The Seller bears return shipping costs, and the product must be returned per Section 3.2.

    b) In Favor of Seller / Client Default: If the Dispute is ruled in favor of the Seller, OR if the Client fails to meet the mandatory obligations outlined in Section 3, Lockpesa will authorize the complete transaction, releasing all funds to the Seller.

    c) Client Error: If the Client’s claim is erroneous, any refund issued will be returned to the Seller, and the Client bears all associated costs.

16. General Provisions

16.1. Evidence-Based Resolution: Lockpesa's decision shall be final and binding in the context of the platform and the held funds. Lockpesa's liability is limited to the facilitation of the resolution based on provided information and the execution of the financial outcome.

16.2. Cooperation: Both parties agree to cooperate fully and in good faith with Lockpesa during the dispute resolution process. Failure to provide requested information or meet obligations within specified timeframes may result in an adverse decision.

16.3. Legal Recourse: This dispute resolution mechanism does not preclude either party's right to pursue independent legal action. However, Lockpesa's adjudication regarding the release of funds held on the platform is final.

16.4. Amendments: Lockpesa reserves the right to amend these Dispute Resolution Terms and Conditions at any time. The version effective at the time of the transaction initiation shall apply.

17. Contact Information

If you have any questions about these Terms, please contact us at:

LOCKPESA (Product of Teelpay Technologies Ltd).
Email: support@lockpesa.com
Phone: +254 119 091 062