Terms of service

1. Using Tricom Airtime

These terms govern Tricom Airtime, provided by Tricom Technologies Ltd, Nairobi, Kenya. By using the service, you agree to these terms. You must be legally able to enter this agreement and authorized to use any payment account and recipient information you provide. If you use the service for a business, you must have authority to act for it.

The privacy policy explains how we handle your information. Contact us if you need help understanding these terms before you transact.

2. Your account and security

Provide accurate account details and complete email verification when required. Keep your password, device and app PIN secure. Do not share your login or attempt to access another person’s account. Review your transactions and report unfamiliar activity promptly. You can change your password and revoke other signed-in devices in the app.

Use the service lawfully. Do not send spam, commit fraud, misuse recipient information, bypass restrictions or interfere with the service. Access may be restricted while we investigate misuse or protect accounts and transactions. Staff access is subject to assigned permissions and does not authorize direct changes to financial history.

3. Buying credit with M-Pesa

Review the airtime credit amount, cash amount, payer number and any discount shown in your quote before confirming. Prices and discounts can change for future quotes. An expired quote must be refreshed and confirmed again. Amounts are shown in Kenyan shillings (KES).

Credit is added after the service verifies a successful M-Pesa payment. A payment prompt or pending screen does not mean that credit has been added. Safaricom’s own payment terms and any charges it applies also govern your M-Pesa transaction. Enter your M-Pesa PIN only in its payment prompt.

4. Sending airtime

Check the recipient number, amount and total before every confirmation, including a batch or scheduled send. A saved contact does not confirm that a number still belongs to the intended recipient. Delivered airtime may not be reversible; contact support immediately if you make a mistake. Do not assume a reversal or refund is available.

A send can be pending, confirmed, failed or awaiting investigation. Credit held for an uncertain delivery is unavailable for another send until the result is reconciled. It is used for a confirmed delivery or released after a confirmed failure. Do not repeatedly submit an uncertain transaction; use its status and support thread so it can be investigated.

Network and provider availability can delay payments and deliveries. The service does not promise uninterrupted access or an immediate result. A receipt or status represents the result recorded by the service, subject to investigation if provider evidence differs.

5. Credit, disputes and corrections

Tricom Airtime credit is for airtime sends through this service. It is not a bank deposit or a cash withdrawal balance. Do not treat it as a savings account. If a payment, delivery or balance looks wrong, open a support request with its transaction reference. Never disclose a PIN or password as evidence.

Corrections follow verification and approval and are recorded as separate financial entries. Existing transaction history is preserved. Any refund or remedy depends on the confirmed facts, applicable provider rules and your rights under Kenyan law. These terms do not remove a consumer right or remedy that cannot lawfully be excluded.

6. Deleting your account

You can initiate deletion in the app’s account settings or on the public account deletion page. Deletion removes access on all devices and the non-financial account data described there. Download any statements you need first.

Remaining credit and unfinished payment or delivery operations need to be resolved before immediate deletion. You can still submit a deletion request for review. Necessary transaction, security and dispute records may be retained as described in the privacy policy.

7. Changes and applicable law

These terms are governed by Kenyan law. We may update the service and these terms, with the current effective date shown here. Material changes will be communicated through the service when applicable. Updated prices apply to new quotes and do not rewrite previously confirmed transactions. If you disagree with updated terms, stop initiating new transactions and contact us about resolving your remaining account activity.

8. Contact Tricom

For a question or a request about your information, use Help and support in the Tricom Airtime app, or email sales@tricom.co.ke with the subject “Tricom Airtime privacy request”. Include the email used for your account and what you need. Do not send your password, app PIN or M-Pesa PIN. We may verify your identity before acting on a request.

You can also contact Tricom on +254 723 930 000 or at NHC House, 2nd Floor, Aga Khan Walk, Nairobi, Kenya.