Seller (Receiver) responsibilities
- Describe the deal honestly. Price, item or service, condition, quantity, delivery method and inspection window must match reality.
- Use the correct account. Only receive funds into an M-Pesa or bank account in your own verified name — never a third party.
- Deliver what was agreed, on time. Follow the delivery method and timing set on the deal. If anything changes, tell the buyer in writing before shipping.
- Mark delivery only when the buyer actually has it. Marking delivery too early to start the auto-release clock is dispute abuse.
- Provide proof of delivery when asked. See requirements below.
- Respond to disputes within 48 hours with facts and evidence. Silence is treated as a concession.
- Never ask a buyer to pay outside Ahadi. No side M-Pesa, no direct bank transfer, no "cancel the escrow and I'll give a discount."
Buyer (Sender) responsibilities
- Verify before you pay. Check the deal on /verifyand confirm the amount, seller name and terms match what you were promised.
- Only pay through the official Ahadi checkout. Ahadi never asks for your M-Pesa PIN, OTP, or card CVV over chat or phone.
- Inspect promptly. Check the goods or service within the inspection window shown on the deal. If everything is fine, release the funds so the seller gets paid.
- Raise disputes honestly and early. If something is wrong, open a dispute inside the inspection window with real evidence — photos, messages, receipts.
- Don't reverse M-Pesa or card charges for a deal you actually received. Use the dispute process instead. Chargeback abuse can lead to account closure and legal recovery.
- Keep your account secure. Don't share your login, and never approve a release you didn't intend.
Delivery proof requirements
Sellers must be able to show, on request, that the buyer received what was agreed. Acceptable proof depends on the delivery method set on the deal:
- In-person handover. A dated photo of the item with the buyer or venue, or a signed handover note. A chat message from the buyer confirming receipt is strong evidence.
- Courier or rider (e.g. Sendy, Glovo, Fargo, G4S, Wells Fargo, Pick-up Mtaani). The courier tracking number, a delivery confirmation, and the recipient's name as recorded by the courier.
- Postal / parcel service. Receipt with tracking number and the delivery scan or signature.
- Digital goods or services. Timestamped access logs, download links tied to the buyer's account, session recordings, or a written buyer acknowledgement.
Proof must clearly identify the buyer (name, phone or delivery address on the deal), the item, and the delivery date. Screenshots must be unedited. If you can't produce delivery proof when a dispute is opened, Ahadi will usually refund the buyer.
Fraudulent use is prohibited
Using Ahadi to defraud someone is a criminal offence and a breach of these terms. The following are always prohibited:
- Creating deals for goods or services you don't have or don't intend to deliver.
- Impersonating another business, brand or person.
- Using stolen payment methods, mule accounts, or borrowed identities.
- Coaching a counterparty to lie to Ahadi support, or manufacturing fake evidence (edited screenshots, forged receipts, staged photos).
- Using Ahadi to launder proceeds of crime or evade sanctions. See KYC & sanctions and acceptable use.
Confirmed fraud leads to account closure, forfeiture of funds where the law permits, and a report to the Financial Reporting Centre and law enforcement.
Dispute abuse is prohibited
The dispute process protects honest people. Abusing it hurts real victims and is a breach of these terms. The following count as dispute abuse:
- Filing a dispute for goods or services you actually received as described.
- Withholding release after the inspection window in the hope of getting a "discount" from the seller.
- Filing multiple disputes on the same deal after a decision has been made.
- Threatening negative reviews, social media exposure, or chargebacks to force a refund outside the dispute process.
- Sellers marking a deal "delivered" without delivery, or submitting fake proof.
We may pause your account, decide open disputes against you, deduct wrongly obtained amounts, and refuse future service. Repeated or serious abuse is reported to the authorities.
Reporting a problem
If someone is asking you to break these rules, email abuse@ahadi.app with the deal ID and any evidence. For urgent account issues contact support@ahadi.app.