Terms and Conditions
Clients

1. Entity

CONECTANDO – Sociedade Prestadora de Serviços de Pagamentos, Lda., headquartered in Luanda, Urban District of Ingombota, Bairro Ingombota, Rua Joaquim Fernandes Boa Vida, Edifício Palácio Real, 5th Floor, Room C, registered under No. 970/20 at the 2nd Section of the Commercial Registry of Luanda, NIF 5000503819, a Non-Banking Financial Institution – Payment Services Provider, authorised and supervised by the National Bank of Angola (BNA), hereinafter CONECTANDO or PAYPAY, is responsible for managing and making available the PAYPAY Africa electronic wallet.

2. Introductory Provisions

1. These Terms and Conditions govern the opening, maintenance and use of the PAYPAY electronic wallet, as well as access to and use of payment services made available through the PAYPAY Platform.
2. Joining and using the PAYPAY wallet constitutes a payment-services contract between the Client and CONECTANDO. This contract is governed by the duties of information, transparency and full disclosure set out in Law No. 4/03 of 18 February (General Contractual Clauses Act).
3. PAYPAY services may include deposits and withdrawals of electronic money; transfers between users; payment for goods and services; top-ups and bill payments; integration with mobile and instant-payment systems; and other services authorised by the BNA.
4. The services are subject to applicable Angolan law, BNA rules and CONECTANDO’s internal policies.
5. Technology requirements: to access and properly use the PAYPAY App, the Client must have a Mobile Device compatible with the minimum technical requirements (Android 5.0 Lollipop or later / iOS 12.0 or later), an active and secure Internet connection, and the latest version of the app from the official app store.
6. Safeguarding of funds: in strict compliance with BNA rules, funds received from Clients for the issue of electronic money are protected through mandatory safeguarding mechanisms and held in specific reserve bank accounts segregated from CONECTANDO’s own assets. They cannot be pledged, seized or enforced against for the institution’s debts.

3. Acceptance of the Terms and Conditions

1. By registering, opening or using the PAYPAY wallet, the Client declares that all necessary information was provided in good time and that they have read, understood and fully accepted these Terms and Conditions.
2. CONECTANDO provides clarification and support channels for additional information about PAYPAY services and these Terms and Conditions. The Client may request clarification before joining and at any time during the contractual relationship through the official channels published in the app and on CONECTANDO’s website. CONECTANDO undertakes to provide clear, complete and adequate information for informed decision-making.
3. If the Client does not agree, in whole or in part, with these Terms and Conditions, they may immediately stop using PAYPAY services.
4. CONECTANDO may amend, update or supplement these Terms and Conditions for legitimate reasons, including legislative or BNA regulatory changes, financial-market conditions or security improvements. Changes will be communicated through the app, website, SMS, email or other appropriate means at least 30 days before they take effect.
5. If the Client does not agree with communicated changes, they may immediately terminate this contract without penalty or additional cost. Continued use of the PAYPAY wallet after the changes take effect constitutes tacit acceptance of the new conditions.
6. Acceptance of these Terms and Conditions expressly binds the Client to the Data Protection and Privacy Policy at https://paypayafrica.com/angola/politica-dados, which is an autonomous document and an integral part of these Terms under Law No. 22/11 of 17 June. By accepting, the Client authorises processing for contract performance, BNA legal and regulatory obligations, fraud prevention, anti-money-laundering and counter-terrorist-financing measures, operational management and PAYPAY services. The Client may exercise their rights and withdraw consent without retroactive effect through official support channels. Data may be shared where necessary with supervisory authorities, fiduciary banking partners, international payment-scheme partners, and transfer and remittance service providers.

4. Definitions

For the purposes of these Terms and Conditions:

• PAYPAY Agent – an individual or legal entity authorised by CONECTANDO to provide operational support, deposits, withdrawals and other services related to the PAYPAY wallet.
• PAYPAY Application or App – the mobile application made available by CONECTANDO to access PAYPAY services.
• Goods and Services – products and services that can be paid for through the PAYPAY wallet.
• BNA – National Bank of Angola.
• PAYPAY Wallet or Payment Account – an electronic account held by the Client with CONECTANDO for executing payment operations.
• Client – an individual or legal entity registered on the PAYPAY platform.
• Type I Payment Account – a simplified account subject to reduced identification requirements and specific transaction limits, limited to individuals.
• Type II Payment Account – an account subject to full identification due diligence and specific limits, limited to individuals.
• Type III Payment Account – an account subject to full Client identification and verification, limited to individuals when used for commercial purposes.
• Type IV Payment Account – an account intended for commercial or business activities.
• Deposit – loading electronic money into the PAYPAY wallet.
• Withdrawal – converting electronic money into cash.
• Electronic Money – monetary value stored electronically representing a claim against CONECTANDO.
• Charges – tariffs, commissions, taxes and other costs applicable to PAYPAY services.
• Mobile Device – a mobile phone, SIM card or other equipment used to access PAYPAY services.
• Fraud – any deliberate, deceptive or bad-faith act by the Client or third parties intended to obtain an undue advantage, harm CONECTANDO or other Clients, or circumvent PAYPAY security mechanisms.
• Taxes/Fees/Charges – all legally payable taxes, fees, contributions, duties, commissions, tariffs and other monetary obligations connected with PAYPAY services, including VAT and stamp duty where applicable.
• Confidential Information – technical, operational, financial, commercial or strategic information related to CONECTANDO’s and its Clients’ activities.
• KYC – customer identification and verification procedure in accordance with applicable law.
• OTP – one-time code sent to the Client to authenticate operations.
• PIN – personal secret code used to authenticate the Client.
• PAYPAY Platform – technology system used to manage and execute PAYPAY operations.
• PAYPAY Portal – electronic system supporting commercial activity, available at https://portal.paypayafrica.com/, allowing users to reconcile movements and control payment statements.
• PAYPAY Services – payment services provided by CONECTANDO.
• SMS – short-message service used for notifications and operation validation.
• STI – Instant Transfer System, a technology system for settling real-time payment operations under BNA rules.
• PAYPAY Website – PAYPAY’s official website.
• Parties – CONECTANDO and the Client when referred to jointly.
• KwiK – Instant Kwanza.

5. General rights of the Payment Services User

The Client has the right to:

• Receive important information about PAYPAY services before joining and while a Client, clearly, legibly and free of charge, including clarification of any interpretive doubt under Law No. 4/03.
• Know their account number and the identifier (for example, phone or email) to use when giving payment orders.
• Be informed, before each operation, when an order is considered received and the maximum execution period.
• Be promptly warned whenever CONECTANDO suspects fraud or a risk to the security of the account or credentials.
• Receive an immediate refund for unauthorised or incorrectly executed operations caused by technical failures, system intrusions or operational errors attributable to the PAYPAY wallet, except where the Client acted wilfully or negligently failed to protect their credentials.
• Have at least 60 days to notify CONECTANDO of an unauthorised or erroneous operation, counted from the date of the debit, otherwise the right to a refund expires.
• Know that this contract is indefinite and may be cancelled at any time, free of charge and without justification, through the PAYPAY App or official support channels. At the Client’s initiative, cancellation takes effect after CONECTANDO validates the request, and any positive balance must first be transferred or withdrawn. At CONECTANDO’s initiative, written notice of at least 60 days is required, while the Client retains the right to redeem the full balance.
• Be informed that the account or funds may be blocked or suspended immediately and without prior notice where required by law, BNA regulation, or an order from a competent judicial or police authority.
• Submit complaints to CONECTANDO through support channels or the Complaints Book, without prejudice to recourse to the BNA or courts.
• CONECTANDO will provide a simple summary of these rights and how to exercise them in the app and on the website. Breach of these rights is a serious contractual breach, allowing the Client to approach the BNA or courts.

6. Opening the Payment Account

1. The PAYPAY wallet may be opened through the PAYPAY App, at PAYPAY Agents or through other channels authorised by CONECTANDO.
2. The Client must have an active and valid telephone number to use the services.
3. To open an account, the Client must provide true, complete and up-to-date information.
4. CONECTANDO may request additional identification documents, proof of address, proof of economic activity or source of funds.
5. CONECTANDO may refuse to open an account where information is insufficient, false or inconsistent; there are suspicions of fraud, money laundering or terrorist financing; or the Client does not meet applicable legal or regulatory requirements.
6. Opening and maintaining the account is subject to CONECTANDO’s KYC and due-diligence policies.
7. The Client agrees to immediately update any relevant changes to their registration data.

7. How the PAYPAY Wallet Works

1. The PAYPAY wallet allows the Client to make payments, transfers, deposits, withdrawals and payments for goods and services.
2. All operations carried out using a PIN, OTP or other authentication mechanism are considered valid and made by the Client.
3. The electronic record of operations made by the PAYPAY Platform constitutes proof of the transactions.
4. CONECTANDO may establish operational limits, operating hours, additional validations and security mechanisms.
5. The Client must keep their PIN, OTP and other access credentials confidential.
6. The Client is responsible for all operations on their account until formally reporting loss, theft or misuse.
7. CONECTANDO may refuse, block or cancel operations considered suspicious, fraudulent or non-compliant with applicable law.
8. Certain services may depend on third parties, including telecommunications operators, payment infrastructure and partner entities.

8. Security and Use of the Service

1. The Client must use PAYPAY services diligently, lawfully and in compliance with applicable law.
2. The Client agrees not to share their PIN or access credentials, to keep their equipment protected from unauthorised access, not to use the services for illegal activities, and to report any suspicion of fraud immediately.
3. CONECTANDO may temporarily suspend access to all or part of the services for security, maintenance, suspected fraud, legal-obligation compliance or indications of a breach of these Terms and Conditions.
4. CONECTANDO is not responsible for losses resulting from improper sharing of credentials, negligent use of equipment, interruptions caused by third parties, or telecommunications or power failures.
5. The Client acknowledges that digital services are subject to technological risks, temporary unavailability and operational limitations.
6. Without prejudice to paragraph 3, CONECTANDO may suspend services, notifying the Client whenever possible, if the Client does not provide requested documents within 72 hours; fails to prove the lawful origin of funds; there are serious and objective indications of illegal activity, money laundering, terrorist financing or fraud; provides false, incomplete, outdated or inconsistent information; or the account shows abnormal movements incompatible with the Client’s risk profile.
7. The suspension will remain until the Client regularises the situation or provides sufficient evidence to dispel the suspicion, without prejudice to CONECTANDO’s right to close the account under the law.

9. Tariffs and Charges

1. PAYPAY services are subject to tariffs, commissions and charges set out in the applicable tariff schedule.
2. The tariff schedule may be made available in the PAYPAY App, on the official website, and at service points and PAYPAY Agents.
3. CONECTANDO may change the tariff schedule with prior notice to the Client.
4. The Client may stop using the services if they do not agree with tariff changes.
5. Applicable charges will be automatically debited from the PAYPAY wallet after the operation is executed.
6. The Client may not make operations without sufficient balance to cover the transaction and applicable charges.
7. Amounts charged include legally applicable taxes.

10. Transaction Limits

Use of the PAYPAY wallet is subject to maximum per-transaction limits, accumulated daily limits and maximum account balances according to the payment-account type, as defined by CONECTANDO and BNA rules.

11. Client Obligations

• Provide correct, complete and up-to-date information;
• Comply with applicable law;
• Not use the services for illegal purposes;
• Cooperate with CONECTANDO in verification and due-diligence processes;
• Not perform acts that compromise the security of the PAYPAY Platform.
• The Client is responsible for all operations made on their account and for losses arising from improper, fraudulent or negligent use of the services.

12. Closure for Inactivity

1. CONECTANDO will close payment accounts that have no debit or credit movement for a continuous period of 15 years.
2. After that period, the remaining balance will revert to the State under Decree-Law No. 187/70 of 30 April on abandoned property.
3. Closure and reversion will be preceded by the legally required efforts to locate the account holder or, if deceased, their heirs or legal successors.
4. These efforts include at least sending communications to the contacts in the Client’s last updated registration and publishing a notice through CONECTANDO’s official channels whenever required by law.

13. Complaints and Complaints Book

1. The Client may submit complaints concerning the PAYPAY wallet or any CONECTANDO service by phone at 943630735 / 930869938 / 959020546; through the official website form; by email to support@paypayafrica.com; through any PAYPAY Agent; or in the Complaints Book physically available at CONECTANDO’s premises under Presidential Decree No. 234/16 of 9 December.
2. The complaint must state the relevant facts and include all documents or evidence useful to its analysis.
3. CONECTANDO undertakes to respond in writing to every complaint within a maximum of 20 business days from receipt.
4. If the complaint depends on external enquiries or third-party information, the period may be extended by 15 business days, with notice to the Client and the reasons.
5. The response will contain the reasoned decision and, where applicable, the measures taken.
6. The complaint process does not affect the Client’s right to use other legal or administrative channels, including the BNA or extrajudicial dispute-resolution centres.
7. For Complaints Book purposes, the user may approach the BNA through the Banking Customer Services Portal or, for general consumer matters, INADEC through the SEPE Portal.

14. Assignment and Subcontracting

1. The Client may not assign or transfer their contractual position, in whole or in part, without CONECTANDO’s prior, express and written consent.
2. CONECTANDO may not subcontract all or part of its contractual obligations without the Client’s prior written authorisation, except where subcontracting is limited to ancillary, operational or technology services that do not affect the Client’s essential rights.
3. Where authorised subcontracting occurs, CONECTANDO remains responsible for proper service delivery and compliance with all legal and contractual obligations.

15. Client Breach and Termination by CONECTANDO

1. A contractual breach includes, among other situations: providing false, incomplete, outdated or inconsistent information; using the services for illegal, fraudulent or unlawful purposes; breaching security obligations; and failing to provide documents requested for legal or regulatory compliance within the required period.
2. For a Client breach, CONECTANDO may, depending on severity, temporarily suspend access, restrict account features or terminate this contract by written notice.
3. Termination takes effect when the notice is received and immediately ends the Parties’ obligations, without prejudice to CONECTANDO’s right to compensation for losses suffered.

16. Termination by the Client for CONECTANDO’s Breach

1. The Client may terminate this contract if CONECTANDO seriously or repeatedly breaches its legal or contractual obligations, including the obligation to provide payment services as agreed.
2. The Client must notify CONECTANDO in writing, by email or registered letter, describing the breach and allowing 15 business days for correction.
3. If CONECTANDO does not remedy the breach within that period, the Client may terminate by a further written notice, effective upon receipt.
4. Termination under this clause does not give the Client a right to compensation unless the breach resulted from CONECTANDO’s wilful misconduct or negligence and caused proven losses.

17. Force Majeure

1. Force majeure means any unforeseeable, unavoidable event beyond the Parties’ control that prevents or seriously disrupts performance, including wars, armed conflicts, riots, general strikes or lockouts; natural disasters; epidemics, pandemics or declared public-health crises; widespread power cuts or critical telecommunications failures not attributable to CONECTANDO; and acts of authorities or legal orders that make the services impossible.
2. The affected Party must notify the other Party within 3 business days, describing the event and its impact on contractual obligations.
3. During force majeure, obligations are suspended to the extent prevented, with no compensation or penalty for non-performance.
4. When the force-majeure cause ends, the affected Party must immediately notify the other and normal performance will resume.

18. Applicable Law and Jurisdiction

1. These Terms and Conditions and the contractual relationship between CONECTANDO and the Client are governed exclusively by the laws of the Republic of Angola.
2. The Parties will make every effort to resolve disputes amicably.
3. If an amicable resolution is not possible within 30 days after notice, the dispute may be submitted to the BNA within its powers; a recognised extrajudicial consumer-dispute resolution centre where the Client is a consumer; or the Court of the District of Luanda, with express waiver of any other jurisdiction for matters that cannot be resolved out of court.

19. Communications

1. CONECTANDO’s communications to the Client will be made, according to nature and urgency, through the PAYPAY App (push notifications and internal messages), SMS to the number linked to the account, email, the official website or registered letter in exceptional or legally required cases.
2. The Client’s communications to CONECTANDO must be sent in writing to the registered office stated in clause 1, by email to the support address shown in the app and on the website, or through the complaints channels in section 13.
3. Communications are deemed received when sent by SMS or push notification; within 24 hours when sent by email unless demonstrably returned; and on the third business day when sent by registered letter.
4. The Client must keep their contact details up to date and immediately communicate any change.

20. Final Provisions

1. CONECTANDO’s failure to exercise, or delayed or partial exercise of, any right under these Terms and Conditions does not waive that right or prevent its later exercise.
2. If any provision is declared null, invalid or ineffective by a competent authority, that nullity will not affect the remaining provisions, which remain in full force.
3. The Parties will replace the null provision with one that produces, as far as possible, the same economic and legal effects.
4. These Terms and Conditions are the entire agreement between CONECTANDO and the Client and replace any prior written or verbal understandings or agreements.

21. Refund upon Termination or Closure

1. If the contract ends for any reason, including termination by the Client or CONECTANDO, the Client is entitled to a refund of the remaining electronic-money balance in their payment account.
2. At the Client’s choice, the refund will be made by bank transfer to an account in the Client’s name or by cash withdrawal at a PAYPAY Agent or authorised store upon presentation of identification.
3. If termination results from CONECTANDO ceasing operations or the National Bank of Angola revoking its authorisation, CONECTANDO will arrange refunds to all Clients within a maximum of 30 days, with prior notice.
4. CONECTANDO may deduct charges or commissions due under the applicable tariff schedule, including bank-transfer costs.