Reach a person.

Response times

• Support messages are acknowledged within one business day.
• Money-related issues — a missing deposit, a failed withdrawal — are investigated and answered within two business days.
• Formal complaints receive a written outcome within fourteen business days.
• Data protection requests are answered within thirty days.

Business days are Monday to Friday, excluding Kenyan public holidays.

Complaints procedure

1. Tell us. Email support@ndiola.com with your registered number, what happened, and what you would like us to do. We acknowledge within two business days with a reference number.
2. We investigate. We review the transaction and settlement records and, where relevant, the record held by the payment provider.
3. We answer in writing. Within fourteen business days you receive our decision, the reasoning behind it, and what we are doing about it.
4. Escalation. If you disagree with the outcome, reply asking for escalation. A director reviews the file and gives a final written response within a further fourteen business days.
5. Outside us. If you remain dissatisfied, you may take the matter to the relevant Kenyan authority — the Office of the Data Protection Commissioner for data matters, or the courts of Kenya for contractual disputes.

Disputing a settlement

If you believe a market was settled incorrectly, tell us within seven days of settlement. We re-check the outcome against the settlement source named on the market page and publish the result of that re-check on the market page itself, so every participant sees the same answer.

Registered address

Correspondence to the registered office should be marked for the attention of the Directors.