Unauthorized Transactions Policy


Scope of Policy

This policy only applies to unauthorized or erroneous transactions or activities involving your Yo! Payments Account ("Payments Account") and any balances you hold. This policy does not apply to transactions involving mobile money accounts.

Your Liability for Unauthorized Transactions

In no event should you disclose to anyone your password, secret code, mobile PIN or other security credential that gives access to your Payments Account ("Credentials"). You should contact us AT ONCE if you believe your Credentials or mobile phone associated with your Payments Account have been lost, stolen or otherwise compromised by anyone, or if you believe that a transaction has been or may be made using your Payments Account without your permission involving your balance (an "Unauthorized Transaction").

Your liability for Unauthorized Transactions is determined by how quickly you report it to us. If you tell us within two (2) Business Days (as defined below) after you learn of the compromise of your Credentials, we shall take the necessary steps to reverse the transaction at our cost. If you do not tell us within (2) Business Days after you learn of the compromise of your Credentials, we shall take the necessary steps to reverse the transaction at your own cost.

In addition, you must inform us of any Unauthorized Transaction that appears in the transaction history in your Payments Account under “View Statement” on our site within 60 calendar days from the date you learned of the Unauthorized Transaction by accessing your statement on our site. If you do not inform us within 60 calendar days, you may not get back any money that you lost after the 60-day period and prior to your notice to us if we can prove that we could have stopped someone from taking the money if you had told us within such time period. If a good reason (such as a long trip or hospital stay) prevented you from telling us, we will extend the time periods accordingly.

In Case of Errors or Unauthorized Transactions

If you believe that your transaction history in your Payments Account, any confirmation for a transaction, and/or any transaction initiated through the Service is in error or is unauthorized, or if you need more information about any of the foregoing, you should contact us as soon as possible by telephone by calling +256 31 224 4641 +256 31 224 4641, or using our website or writing to us at:

Yo! Payments Transaction Disputes
P.O. Box 27105,

When you contact us about an error or Unauthorized Transaction, provide us with the following information:

If you provide us with this information orally, we may require that you send us your complaint or question in writing within ten (10) Business Days (as defined below). We will attempt to determine whether an error occurred within ten (10) Business Days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days (or ninety (90) days for transactions outside of Uganda) to investigate your complaint or question. If we decide to do this, and your inquiry or complaint involves any amounts in question relating to the balance in your Payments Account, we may provisionally credit your Payments Account for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten (10) Business Days, we may not grant provisional credit of the disputed amount.

We will tell you the results of our investigation within three (3) Business Days after its completion. If we determine that there was no error, we will send you a written explanation, and we may, and you authorize us to, debit your Payments Account for the amount of the provisional credit. You may ask for copies of the documents used in our investigation.

Liability for Errors

We will correct processing errors that may occur with your Payment Account. If we do not complete a Transaction to or from your Payments Account on time or in the correct amount, we will be liable for certain losses or damages proximity caused by our failure as the law may impose in such cases. If our failure was unintentional and resulted from a bona fide error, our liability is limited to actual damages proved by you. However, there are some exceptions. For instance, we will not be liable where:

Business Days

For purposes of these disclosures, our "Business Days" are Monday through Friday. Holidays are not included.