Deposits, payouts and refunds

1. Currency and payment methods

All balances, prices and payouts are denominated in Kenya Shillings (KES). Deposits and withdrawals are made by mobile money to and from the number registered on your account. We do not accept cash, cryptocurrency, or payment from an account belonging to someone other than the account holder.

2. Limits and charges

Your mobile money provider may apply its own transaction charges on transfers to and from your wallet. Those charges are set by the provider, not by NdioLa, and we receive no part of them.

3. Deposits

You start a deposit in the app. A prompt is sent to your phone and you approve it with your mobile money PIN. Funds normally appear in your NdioLa balance within a few seconds of approval and, in the case of network delays, within thirty minutes.

If your mobile money account is debited and your NdioLa balance is not credited within thirty minutes, contact support@ndiola.com with the transaction reference from the confirmation message. We reconcile against the processor’s record and credit or refund within two business days.

Deposits are held for you, are not lent out, and earn no interest.

4. Withdrawals

You may withdraw any part of your available balance above the KSh 1,000 minimum, at any time. Available balance means your balance less the cost of open positions.

Withdrawals are paid only to the mobile money number registered on your account. Most are processed automatically and arrive within a few minutes. Withdrawals may take up to one business day where a manual review is required, and up to five business days where identity verification is outstanding or a transaction has been flagged for anti-money-laundering review. We will tell you if either applies.

If a withdrawal fails at the mobile money provider, the amount is returned to your NdioLa balance automatically and you can retry. We do not keep failed withdrawal amounts.

5. Refunds and cancellations

NdioLa does not sell goods or subscriptions, so there is no conventional purchase to cancel. The situations in which money is returned to you are these:

Unused balance

Money you have deposited but not used to buy shares is yours and can be withdrawn at any time, in full, subject only to the minimum withdrawal amount.

Selling a position

While a market is open you may sell your shares back to the market at the prevailing price. The proceeds go to your balance immediately. The price you receive may be higher or lower than the price you paid.

Voided markets — full refund

Where a market is voided, everyone who bought shares in it is refunded the full amount they paid, with no spread or fee retained. We void a market where the named settlement source publishes no result, where the event does not take place as described, where the question proves ambiguous, where a material error was made in writing or pricing the market, or where settlement would be unlawful. Refunds on a voided market are credited within one business day of the void decision.

Erroneous trades

Where a trade executes at a price produced by a technical fault, we reverse the trade and restore your balance to what it would have been. Affected users are notified with an explanation.

Duplicate or mistaken deposits

A deposit sent twice in error, or sent by someone other than the account holder, is returned to the originating number once verified. Contact support within seven days with the transaction reference.

What is not refundable

Money used to buy shares in a market that settles against your position is not refundable. That is the nature of the product: the shares you bought had a real chance of paying KSh 10 each, and that chance did not come in. Please do not deposit money you cannot afford to lose.

6. Settlement and how winnings are calculated

When a market settles, every share on the correct side pays KSh 10 and every share on the other side pays nothing. The 5% settlement fee applies to your net gain on that market — that is, total payout less what you paid for the position — and only where that figure is positive.

Worked example. You buy 100 Ndio shares at KSh 4.00, paying KSh 400. The market settles Ndio. Payout is KSh 1,000. Net gain is KSh 600. The settlement fee is KSh 30. Your balance is credited KSh 970. If the same market had settled La, your payout would be KSh 0 and no fee would be charged.

Settled funds are credited to your balance within one business day of the settlement source publishing its result, and are immediately available to withdraw or to trade.

7. Dormant accounts

If an account has no logins and no transactions for twenty-four consecutive months, we will attempt to contact you on your registered number and by email before taking any further step, and will pay the remaining balance to your registered mobile money number where we can do so lawfully. We do not apply dormancy charges.

8. Disputed transactions

If you do not recognise a transaction on your account, contact support@ndiola.com immediately. We acknowledge within two business days, freeze the account while we investigate if that is appropriate, and give you a written outcome within fourteen business days. If a transaction is found to be unauthorised and you were not at fault, we restore the amount in full.

Please raise disputes with us before raising them with your mobile money provider. We hold the transaction records and can usually resolve the matter faster.

9. Anti-money-laundering and source of funds

We are required to know who our users are. We may ask for identity documents, proof of address, or an explanation of the source of funds, and we may pause deposits, trading or withdrawals on an account until that information is provided. We report suspicious activity where the law requires it. We do not process third-party payments under any circumstances.

Questions about anything on this page: support@ndiola.com

Kamathi GlobeISS Technologies Limited · PVT-3B1MD5ZR · Royal Gates House 78, Namanga Road, Kitengela, Kajiado County, Kenya