Terms and Conditions
These Terms and Conditions for Selcom Microfinance Bank (Tanzania) Limited are divided into multiple sections. You can also find these Terms and Conditions on the Selcom Microfinance Bank Website (www.smfb.co.tz). You agree and understand that by accepting these Terms and Conditions you confirm to have read, understood, acknowledged, and accepted them to use the Selcom Pesa App. These Terms and Conditions govern the access and use of the Selcom Pesa App, account and in general all associated services therein. Other terms and conditions may be applicable to certain specific products, services, offers, contests, or promotions made available on the Selcom Pesa App either directly or through third parties. If there is any conflict or inconsistency between these Terms and Conditions for Selcom Microfinance Bank and other specific terms and conditions, then those specific terms will prevail to the extent of such offers, products, and services. These terms and conditions are subject to changes and/or updates from time to time and all updates will be posted on the Selcom Microfinance Bank website, and you will be notified when new updates are published. Your continued use of the app constitutes your acceptance of the updated terms and conditions, as applicable.
1 Definition and Interpretations
The following words and phrases have the meaning set out below unless the context indicates otherwise.
1.1 Definitions and Terminologies The following words and phrases have the meaning set out below unless the context indicates otherwise.
Affiliate means in relation to any person or, any entity controlled, directly or indirectly, by the person or, any entity that controls, directly or indirectly, the person or any entity directly or indirectly under common control with the person. For this purpose, "Control" of any entity or person means ownership of a majority of the voting power of the entity or person.
Affiliated locations mean and includes USSD, APP, online card transaction platforms, Point of Sale, ATM, merchant and agent outlets.
Agent means person(s) or physical outlets/locations, appointed by Selcom Microfinance Bank to provide all or any part of the Banking Service.
Bank means the Bank of Tanzania (BOT).
Billing Organizations or Merchant means any third-party organization registered with Selcom Microfinance Bank and/or a Third-Party Provider to which payments can be made using your Account.
Bill Payment means a service provided through the Selcom Pesa App for making payment from your Account to Billing Organizations.
Business Day means any official working day on which Selcom Microfinance Bank is open for business in Tanzania.
Cleared balances means the cash balances, free of any holds, in your account that can be immediately withdrawn or used in financial transactions.
Content means and includes any information, images, links, sounds, graphics, video, software, or other materials, including quotes, news, and research data, made available through the Selcom Pesa App.
Cut-off time means the deadline established by Selcom Microfinance Bank from time to time by which a transaction such as bill payments, fund transfers, etc. can be initiated or completed.
EFT means Electronic Funds Transfer to/from other banking institutions.
Electronic Instructions means any communication, instruction, payment instruction, order, message, data, information, or other materials received by us from you through the Selcom Pesa App.
Electronic Statement or e-Statement means a consolidated statement of accounts as per our records for each Account available on the Selcom Pesa App.
ID means a valid national identification card, work permit or residential permit.
Indicative Rate means the suggested rate, which can vary from the actual rate that is used at the time of effecting the transaction.
Mobile Phone/Device means the handset with requisite accessories, equipment attachments and other software which may be owned/possessed by you.
Notifications means and includes in-app alerts, short messages (SMS) and emails sent to you on your registered mobile number, the Selcom Pesa App or email address.
PIN means the unique four/six-digit sequence of numbers used to log in to the Selcom Pesa App.
Personal Information refers to the personal information provided by you to Selcom Microfinance Bank, which can personally identify you to us, including but not limited to your name, date of birth, address, ID details, phone number, email address and location.
Point of Sale means any payment initiated at a cash register or other payment interface that utilizes either the chip of your Selcom Pesa Card, by scanning a QR code at the cash register or the merchant and/or agent identification code.
Security Codes means and includes your PIN, personal or log-on identification numbers, One-Time-Passwords (OTP) and other codes and access procedures including in-app notifications or short messages (SMS) for use in connection with access to and use of Selcom Microfinance Bank Services extended by us to you from time to time, a computer network which provides interbank communication facilities worldwide.
Selcom Pesa Account/Accounts means and includes the Selcom Microfinance Bank accounts opened are to be opened using the Selcom Pesa and accessible through the Selcom Pesa mobile application (app) available on the Apple App Store or Google Play Store. The Selcom Pesa account is issued by Selcom Microfinance Bank Tanzania Limited under the auspices of the Bank of Tanzania and is insured by the Deposit Insurance Board.
Selcom Pesa App means an application for a mobile device including USSD that comprises Selcom Microfinance Bank’s services and can be downloaded by you from App Store or Play Store and also accessed through the short code *150*35#
Selcom Pesa Card means a physical debit card which includes any replacement or renewed card issued by us or our associates to you at your request or otherwise.
Selcom Microfinance Bank Channels means and includes any platform used or which may be used for accessing Selcom Microfinance Bank services.
Selcom Pesa Virtual Card means a virtual card that is issued once a Selcom Pesa account is opened and the request is completed successfully.
Selcom Microfinance Bank Services means all banking services and other value-added services as may be made available from time to time, carried out or availed to you through the Selcom Pesa App.
Selcom Microfinance Bank means Selcom Microfinance Bank Tanzania Limited.
SWIFT means Society of Worldwide Interbank Financial Telecommunications
Tanzania means the United Republic of Tanzania.
Taxes means taxes including any goods and/or services tax, value added tax, excise tax or other tax or duty that may replace such tax and/or duty or be levied in addition to any existing tax and/or duty, by whatever name called.
Third Party Provider/Third Party means and indicates any person or entity with whom Selcom Microfinance Bank has a partnership for rendering Selcom Microfinance Bank Services either directly through the Selcom Pesa App or through third party sites or applications.
TISS means the Tanzania Interbank Settlement System implemented by the Bank of Tanzania.
Transaction means any transaction or operation made or performed, processed or effected through Selcom Microfinance Bank Services by you or any person purporting to be you, or any person purportedly acting on your behalf, with or without your consent, including, any payment or fund transfer from the Account; and any administrative function including without limitation the request for issuance of new Security Codes; any other banking transaction that may be made available through Selcom Microfinance Bank from time to time (including making bill payments); and any banking transaction carried out through any Selcom Microfinance Bank affiliated locations.
Transaction History means the details of all the transactions entered or performed using the Selcom Pesa App and includes transactions carried out in any Selcom Microfinance Bank affiliated locations.
USSD means unstructured supplementary service data that allows users to access services in an offline mode.
Website refers to the Selcom Microfinance Bank website which is a www.smfb.co.tz
Value Date means the date on which the funds pertaining to a Transaction are made available to the beneficiary.
1.1 Interpretations
In these Terms and Conditions, unless the contrary intention appears.
a. You" and "your" or "Customer" mean the customer(s) and user(s) of the Selcom Microfinance Bank service. "We", "our" and "us" refers to Selcom Microfinance Bank and its successors and assigns or to any "Affiliate" if any services are being provided by an Affiliate under these Terms and Conditions. Any reference to
i. An "amendment" includes a supplement, modification, novation, replacement, or re- enactment and "amended" is to be construed accordingly.
ii. An "authorization" or "approval" includes Selcom Microfinance Bank’s authorization, consent, approval, permission, resolution, license, exemption, filing and registration.
b. "Law" includes any Tanzanian constitution, statute, law, rule, regulation, notification, ordinance, judgment, order, decree, authorization, or any published directive, guideline, requirement or governmental restriction having the force of law, or any determination by, or interpretation of any of the foregoing by, any judicial authority, whether in effect as of the date of registration or thereafter and each as amended from time to time.
c. Singular includes the plural (and vice versa). Headings in these Terms and Conditions are inserted for convenience of reference only and are to be ignored in construing and interpreting the Terms and Conditions. Reference to the words "include" or "including" will be construed without limitation. Reference to a gender will include references to the female, male and neuter genders.
2. General Terms and Conditions
2.1 Eligibility for Account Opening
You are 18+ years of age with capacity to contract in accordance with the applicable laws in Tanzania, and you have a valid ID.
2.2 Service Features
These are the features of a Selcom Pesa account. At the sole and absolute discretion of Selcom Microfinance Bank, these features may be changed at any time without prior notice or consent of the Customer. For the latest features, you will have to check the Selcom Pesa App.
2.2.1 Single Operation: An individual who fulfills the eligibility criteria mentioned in 2.1 above can open and operate an Selcom Pesa account on his/her own. Joint account or joint mandate for operation of Selcom Pesa account is not permitted.
2.2.2 One Account per Customer: Only one individual Selcom Pesa account can be created for a single unique mobile phone number linked to a valid ID.
2.2.3 Cheque Book: Cheque Book will be provided for businesses with active business accounts at Selcom Microfinance Bank.
2.2.4 Technology Dependency: The Selcom Pesa account for selected content is handset/operating system dependent and is compatible with iOS and Android devices. There will be no obligation on Selcom Pesa to support older or all versions of the Mobile Phone software.
2.2.5 Transactions: Only Electronic Instructions will be provided, including but not limited to bill payments, funds transfers and purchases.
2.2.6 Funds Deposit: It is possible to deposit funds into your Selcom Pesa account by pulling funds from any debit/credit card issued by another financial institution, at a Selcom Huduma agent, from domestic wallets such as M-Pesa, Tigo Pesa and Airtel Money or transferring funds by SWIFT/TISS/EFT from another domestic or international financial institution.
2.2.7 Cash Withdrawal: Cash withdrawals from the Selcom Pesa account can be made to the extent of cleared balances. The Selcom Pesa account will not be overdrawn. Withdrawals can be made at any domestic or international ATM showing the Mastercard brand logo or at Selcom Huduma agents with sufficient liquidity.
2.2.8 Account Closure: Selcom Microfinance Bank reserves the right to close your account in case of irregular/improper conduct or suspected irregular/improper conduct of the account.
2.2.9 Transactions through Selcom Pesa app: All transactions which are permitted and are carried out through the Selcom Pesa App may incur applicable charges unless otherwise set out in these Terms and Conditions or the applicable laws or regulations. Updates and changes to charges and/ or additional charges will be provided through the Selcom Microfinance Bank website. Confirmation of the transactions in Selcom Pesa App shall constitute your acceptance of said charges.
2.2.10 Selcom Pesa card issuance charges: Selcom Microfinance Bank reserves the right at any time to charge you for the issuance or re-issuance of Selcom Pesa Debit and/or Virtual Cards.
2.3.1 Eligibility: To be eligible for a Card, you must be at least 18 years old and meet all Selcom Pesa onboarding KYC requirements.
2.3.2 Registration: To obtain a Card, you must be registered and have an active Selcom Pesa account and complete all necessary KYC checks.
2.3.3 Account Creation: Upon successful registration and verification you will be issued with a Selcom Pesa transactional account that will be linked to your Card.
2.3.4 Card Collection: Visit any Selcom Huduma agent to collect your physical Mastercard Debit Card.
2.3.5 Card Activation: Link your Card to your account by entering the card serial number and CVV or scanning the QR code on the back of the card.
2.3.6 Card PIN: The PIN set for your Card will be set by yourself during the activation process and this PIN will be used to authenticate transactions including but not limited to Point-of-Sale purchases and ATM withdrawals.
2.3.7 Activation Confirmation: You will receive a confirmation message once your Card is successfully activated.
2.4 Right to withhold payments
Any sum that may be payable by Selcom Microfinance Bank to you will be subject to all applicable laws, including any withholding tax requirement, foreign exchange restriction or control. You agree and acknowledge that pursuant to the foregoing, we may perform, or cause to be performed withholding of any monies payable to you, deposit any such monies into a sundry or other account and/or retain such monies pending determination of the applicability of such withholding tax requirement, foreign exchange restriction or control. Selcom Microfinance Bank will not be liable for any losses that may be incurred by reason of such withholding, retention, or deposit.
2.5 Deposits
All deposits and credits to Selcom Pesa account will be subject to verification/realization by Selcom Microfinance Bank.
2.6 Fees
2.6.1 All chargeable transactions will be subject to the fees and charges outlined in our fees schedule. Refer to our pricing schedule at www.smfb.co.tz for more details. Fees will be clearly outlined in your transaction notifications and statements.
2.6.2 Currency Conversion: Transactions in foreign currencies will be converted at the applicable exchange rate identified by Selcom Microfinance Bank.
2.7.1 Your Responsibility: Ensure your account has sufficient funds for transactions. You are responsible for all transactions made with your Card and authenticated by your security details such as PIN.
2.7.2 In case of loss or theft: If your Card is lost or stolen, you have a responsibility to suspend the card using Selcom Pesa immediately to prevent the misuse of the Card by an unauthorized person.
2.7.3 Unauthorized Transactions: We are not liable for any losses due to unauthorized transactions if you fail to report the loss or theft of your Card promptly.
2.7.4 Disputes: Notify us immediately of any disputed transactions. We will investigate and respond in accordance with our policies. If the dispute is resolved in your favor, we will credit your Selcom Pesa account accordingly.
2.7.5 Fraud Prevention: Monitor your account regularly for any suspicious activity. Use strong passwords and always keep your login credentials secure.
2.8.1 Data Collection: We collect and use your personal data in accordance with our Privacy Policy. This includes but not limited to information provided during registration and transactions.
2.8.2 Data Security: We implement robust measures to protect your data, our systems are fully compliant with Payment Card Industry Data Security Standard to ensure secure processing and transfer of your data.
2.8.3 Third-Party Sharing: We may securely share your data with third parties as necessary for providing Card services, such as with fraud prevention services.
2.8.4 Data Access: You have the right to access and update your personal data. Contact us if you need assistance with your data.
2.8.5 By accepting these Terms & Conditions, you expressly consent to Selcom Microfinance Bank accessing your credit information from licensed Credit Reference Bureaus (CRBs) for the purposes of account opening, credit scoring, loan assessment, and ongoing account monitoring, and to Selcom Microfinance Bank submitting your credit information to CRBs in accordance with the Credit Reference Bureau Regulations of the Bank of Tanzania.”
2.9 Statements
Statements of Account and Electronic Alerts Statements can only be accessed electronically using the Selcom Pesa App. Users will also have an option to receive statements on email. Selcom Microfinance Bank will be free from all claims in respect of and any and every transaction shown in the Transaction History of the Electronic Statement. Selcom Microfinance Bank reserves the right to rectify discrepancies, if any, at any point in time. If you delay in examining the Electronic Statement or in reporting a discrepancy or problem, it may affect our ability to rectify the discrepancy or resolve the problem, and you will be liable for any losses that may result. You further confirm/declare that any lapse, omission, or negligence on your part to notify us about any such doubtful debit/withdrawal in time, will not render us liable for any consequences resulting therefrom. In addition, we reserve the right, without prior notice to you, to add and/or alter the entries in the Electronic Statement and transaction advices, deposit advices and records. Without prejudice to the foregoing, at our discretion, we may, upon your request, allow you to receive an Electronic Alert in respect of Content provided by us from time to time. We reserve the right to vary the features of any Electronic Alert and/or to terminate any request for any Electronic Alert at any time.
No warranty of any kind, implied, express or statutory, including but not limited to the warranties of non-infringement of third-party rights, title, merchantability, satisfactory quality or fitness for a particular purpose, accuracy, adequacy, currency or reliability is given in respect of the Content. We further do not warrant the security of any information transmitted to you through Electronic Alert. You acknowledge and accept the risk of the Electronic Alert being accessed by unauthorized third parties. The data or information relating to Accounts provided by us (statements of account etc.) via Selcom Microfinance Bank Services may not be conclusive as to the latest current balance as certain transactions may have been made without the relevant entry being made in time when the data or information was provided. The data or information provided is therefore not binding except where expressly stated. Further, the information provided to you through Selcom Microfinance Bank is not updated continuously but at regular intervals.
An Electronic Alert may be delivered by email, SMS or in-app notification and/or other electronic means subject to the relevant terms and charges of your or any Third Party's network, telecommunication, or Mobile Phone service provider(s). You agree and acknowledge that an Electronic Alert may be delayed or prevented by factors affecting the service providers and other relevant entities and we do not guarantee the delivery, timelines or accuracy of the Electronic Alert or Content. You also acknowledge that Electronic Alerts may be subject to certain time lags and/or delays. We reserve the right to vary the features of any Electronic Alert and to suspend or terminate an Electronic Alert service at any time. We will not be liable to you or anyone else for losses, damages or expenses arising from:
a. non-delivery, delayed delivery, or wrong delivery of an Electronic Alert;
b. Inaccurate or inadequate content; or
c. use or reliance by you or any third party on the contents of an Electronic Alert for any purpose, including investment and business purposes.
2.10 Our Rights and Obligations
Selcom Microfinance Bank will execute Electronic Instructions, including payment instructions, issued and duly authenticated by you, unless:
a. The funds available in your Selcom Pesa account are not adequate or properly applicable to comply with the payment instructions/instruction and you have not made any other arrangement to meet the payment obligation.
b. The payment instruction is incomplete, or it is not issued in the agreed form.
c. The payment instruction is attached with notice of any special circumstances.
d. Selcom Microfinance Bank has reason to believe that the payment instruction is issued to carry out an unlawful transaction.
e. The payment instruction cannot be executed on account of a court order/ instructions from police, competent authority, or regulator etc.
In addition:
a. No payment instructions issued by you will be binding on Selcom Microfinance Bank until Selcom Microfinance Bank has accepted it. Selcom Microfinance Bank will inform you through such modes as may be available as soon as practicable the reasons for non-acceptance of the payment instructions.
b. Selcom Microfinance Bank will, upon execution of every payment instruction executed by it, be entitled to debit your Selcom Pesa account, the amount of the funds transferred together with charges payable thereon. In case of an excess payment due to Selcom Microfinance Bank by you on account of this activity, Selcom Microfinance Bank reserves the right to adjust the amount against future balance in your Selcom Microfinance Bank Account.
c. If the funds transfer is not complete before the end of the timing specified by you, Selcom Microfinance Bank will notify you through such modes as may be available.
d. A duly authenticated record of the transaction after completion of the funds transfer will be recorded in the Electronic Statement given to you.
e. Selcom Microfinance Bank can immediately close the Selcom Pesa account before activation and will not be obligated to provide reason for closure of such accounts if found that the information provided by the Customer was incorrect or not meeting Selcom Microfinance Bank KYC policies during account opening. An email will be sent to the customer to advise on how to collect the credit balance available in the account.
f. Change in Mobile Number: The Customer has to advise us of any change in mobile number or any other KYC related information.
g. Loss of Mobile Phone: In case of loss of mobile phone, the Customer can download the Selcom Pesa App on the new handset and access Selcom Pesa account. Until such time, Selcom Microfinance Bank shall not be liable for any transactions initiated and/or completed as a result of an Electronic Instruction on the respective Selcom Pesa account.
2.11 Foreign Exchange Transactions
2.11.1 Foreign Outward Remittances
a. All international transfer(s) will be affected as per Electronic Instructions submitted by the user.
b. The Customer agrees that in the absence of any specific instructions, all charges incurred outside Tanzania will be borne by the beneficiary.
c. The Customer agrees that Selcom Microfinance Bank, its affiliates, or its agents shall not be responsible for any loss, delay, error, omission or mutilation arising in the transmission of cables, telegrams or communications by electronic systems.
d. The Customer shall be responsible for the accuracy of the particulars given in the payment instruction issued and shall be liable to compensate Selcom Microfinance Bank for any loss arising on account of any error in the payment instruction. Customer agrees that the payment instruction shall become irrevocable when it is submitted to Selcom Microfinance Bank and subsequently executed by Selcom Microfinance Bank. All payment instructions should be checked carefully by the customer before confirmation.
e. Selcom Microfinance Bank will, as part of its regulatory obligations, screen all outward payments to satisfy itself that the payment does not breach any local or international regulations including any regulation in connection with restricted beneficiaries. As part of this obligation, Selcom Microfinance Bank, its agents, and correspondents reserve the right to seek from the customer/remitter any additional information with respect to the parties involved and purpose of the remittance/payment instruction. Selcom Microfinance Bank reserves the right to perform the screening process at any point during the processing of the payment instructions, even after handing over an intermediary receipt to the customer. Payment instructions may not be completed or processed by Selcom Microfinance Bank until the additional details called for are provided by the customer. The customer agrees to indemnify Selcom Microfinance Bank, its agents and correspondents against any loss, cost, damages, expense, liability or proceeding which Selcom Microfinance Bank may incur or suffer as a result of acting upon, delaying to act upon or refraining from acting upon the said instructions.
f. In no event shall Selcom Microfinance Bank be liable for any loss of profits or contracts or special, indirect or consequential loss or damages suffered by the customer.
g. Transfers initiated post cut-off time will be processed on the next business day, including debiting of Customer’s Account.
h. Selcom Microfinance Bank shall have the right to not execute or stop the transfer request in case of insufficient balance in the account set out in the transfer application, or due to regulatory, compliance or suspected fraud. Selcom Microfinance Bank shall also have the right to deduct from the account(s) of the client who requested the transfer in case of deducting any amounts to do the transfer as a result of a computer, devices, or technical default, human or any other error.
i. The customer agrees that Selcom Microfinance Bank is not liable for any losses or damages arising from partial, incomplete, late or failed transfers or bill payments to any payee nominated under the Banking Service due to a reason beyond Selcom Microfinance Bank ’s control. The Customer agrees and understands that the exchange rate shown in the Selcom Pesa App is indicative and is subjected to market fluctuations depending on when the payment transfer is executed.
2.12 Foreign Inward Remittances
On any remittance received from outside Tanzania in any Account, the remittance will be credited into the account subject to the internal checks to be conducted by Selcom Microfinance Bank. The rate of conversion of foreign exchange for transactions will be as per the market conditions, which will further be subject to Selcom Microfinance Bank's final determination and decision and such charges and fees as may be prescribed by the Bank from time to time..
2.13 Inconsistent Terms
If there is any inconsistency between the terms herein and any other terms governing the relevant product and/or service, the terms herein will prevail insofar as they relate to compliance with tax, reporting and/or withholding requirements.
2.14 Account Closure
Selcom Microfinance Bank may at its absolute discretion be entitled to close any Selcom Pesa account(s) without notice to this effect to you. Selcom Microfinance Bank will not be liable for any consequences arising out of such closure of any Selcom Pesa account including but not limited to return of instruments unpaid after the expiry of any such notice period. On closure of the Selcom Pesa account, Selcom Microfinance Bank will remit the amount standing to the credit of the Selcom Pesa account, if any. However, Selcom Microfinance Bank will be entitled to refuse the closing of your account till such time all charges, interest, expenses, dues etc. payable by you to Selcom Microfinance Bank have been paid in full. Notwithstanding the above, the Selcom Pesa account may be closed at your request and in case any payment mandate issued by you is presented to us after the closure, you will alone be responsible if the payment mandate is returned or dishonored on account of such closure. You will indemnify and keep us indemnified against any loss or damage that we may suffer on account of closure of your Selcom Pesa account such as for charges caused due to return of payment instruments. Without prejudice to Selcom Microfinance Bank's right to claim from any of your funds/assets/account(s) in Selcom Microfinance Bank's possession or care, you hereby unconditionally, irrevocably and without demur agree and undertake to immediately pay Selcom Microfinance Bank, in such manner as specified, upon Selcom Microfinance Bank's written demand and without cavil or argument any sum or sums so claimed. Selcom Microfinance Bank reserves the right to close your account in case of irregular/improper conduct of the Account including but not limited to non-maintenance of stipulated minimum balances, etc.
2.15 Discontinuation
You may terminate Selcom Pesa account services by placing a request within the Selcom Pesa App. Termination will not affect any rights or obligations accrued prior to the effective date of termination.
2.16 Death or Incompetence
If Selcom Microfinance Bank is notified that a Customer dies or is declared incompetent to contract by a Court/ competent authority, Selcom Microfinance Bank may place a hold on the account and stop all operations in such event, although Selcom Microfinance Bank may continue to levy charges/interest on such accounts and claim such amounts as are due to it under any banker’s lien or otherwise. In case of death of the Customer, Selcom Microfinance Bank may retain any and all funds in the Account until it establishes the identity and credentials of the successor to its satisfaction, which may include insisting on a succession certificate/probate of a will.
2.17 Suspension of Selcom Pesa Account
Please note that in the following cases, Selcom Microfinance Bank at its discretion will be constrained to suspend Selcom Pesa App/Selcom Pesa account:
a. No customer induced debits will be permitted in a Selcom Pesa account if non-operational continuously for a period of one year unless you approach Selcom Microfinance Bank and complete verification requirements.
b. No customer induced debit and credit will be permitted in Selcom Pesa account if Selcom Pesa account has been non-operational for a period of two years and above, unless you approach Selcom Microfinance Bank and complete KYC verification requirements defined by Selcom Microfinance Bank for Selcom Pesa account.
c. In case of incomplete KYC verification not being completed as per BOT guidelines and/or Selcom Microfinance Bank's internal policies or incomplete or incorrect information provided by the Customer.
d. If there are no customer induced transactions for one year the account will be termed as "Inactive" and for two years "Dormant" and for 10 years "Unclaimed". For Dormant and Unclaimed status accounts, customers will have to complete KYC verification as per Selcom Microfinance Bank's policy for activation of the account.
2.18 Personal and Transactional Information
By using the Selcom Pesa App, you are accepting the practices described herein. The personal and transactional information that we collect, will be used in the following ways:
a. To personalize your experience: your personal information and transaction history may be used by us and/or our authorized agents/affiliates/partners for the following purposes: product development, scoring, lending, process, and product improvements/enhancements, etc.
b. To process transactions: your information helps us in processing payments transactions.
c. To improve customer service: your information helps us to respond to your customer-service requests and support needs more effectively.
d. To improve our services: your information and feedback you provide helps us to improve our app offerings
e. To communicate with you: the email address you provide for payment processing, may be used to send you information and updates for purposes of providing notices or pertaining to your account, payment instructions and/ or service information, and any other information related to your profile/account. Communication served through those means is an official notice. You contact us via electronic and other channels available on the Selcom Microfinance Bank website and within the app. Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for reasons, whatsoever, other than the aforementioned without your consent.
2.19 Fair Use Policy
2.19.1 Selcom applies an automated Fair Use monitoring system to ensure responsible usage of the Hello Mwezi bundle. A conditional Fair Use limit of TZS 5,000,000 per bundle applies only to customers whose transaction behaviour triggers Fair Use violations. Customers who do not violate these rules may continue making non-Selcom TanQR payments beyond this threshold while still enjoying full bundle benefits. Customers flagged as violators will have their non-Selcom TanQR transactions capped at TZS 5M per bundle period, after which any further transactions will be charged at standard TanQR tariffs. All other bundle services remain fully active and unchanged until expiry.
2.20 Customer support
2.20.1 For any support queries, you may reach us through customer care contacts shared in all our channels such as website, social media and app.
2.20.29.2 All reported case(s) will be handled in line with our established standard handling procedures.
2.20.3 The calls made to our contact center may be recorded for various purposes including but not limited to assurance, quality control, training and enhancing operational efficiency.
2.21 Governing Law
2.21.1 Jurisdiction: These Terms and Conditions are governed by the laws of United Republic of Tanzania.
2.21.2 Disputes: Any disputes arising from these Terms and Conditions will be resolved under the jurisdiction of Tanzanian courts. We encourage you to contact our customer support to resolve any issues amicably.
2.22. Amendments
2.22.1 Changes to Terms & Conditions: We may amend these T&Cs from time to time. Notice of changes will be provided through Selcom Pesa App or our website. It is your responsibility to review the Terms and Conditions regularly.
2.23 Complaints
2.23.1 If any of the complaints, queries or reported cases has surpassed the 21 days threshold without a satisfactory resolution. You have a right to raise such a complaint with the Bank of Tanzania by visiting their website https://www.bot.go.tz and filling in the complaint form.