Terms & Conditions
Introduction
Welcome to Hisapay. These Terms and Conditions govern your use of the Hisapay platform, including the mobile application, web application, and all related services. By registering, accessing, or using Hisapay, you agree to be bound by these Terms. If you do not agree, you must not use our services.
Hisapay is a digital financial platform owned and operated by Tawasol Company, providing e-wallet services, gold wallet, virtual cards, agent network, and merchant solutions.
Note: The Gold Wallet is an add-on service subject to its own supplemental terms set out in the Gold Wallet Annex below, which forms an integral part of this agreement.
Definitions
"Hisapay" or "Platform" refers to the Hisapay digital payment application and website.
"User" refers to any individual who registers and uses the Hisapay platform.
"Account" refers to the registered profile created by the User on the platform.
"Wallet" refers to the digital wallet associated with the User's account.
"Gold Wallet" refers to the digital gold investment feature governed by the Gold Wallet Annex.
"Virtual Card" refers to the digital payment card issued through Hisapay.
"Agent" refers to a verified Hisapay representative authorized to perform cash deposits and withdrawals.
"Merchant" refers to a business or individual registered to accept Hisapay payments.
"Transaction" refers to any financial operation on the platform including transfers, deposits, withdrawals, and payments.
"KYC" means Know Your Customer, the identity verification process required by regulations.
"SDG" refers to the Sudanese Pound, the primary local currency used on the platform.
"DHB" refers to Dahab, the digital gold unit used in the Gold Wallet (1 DHB = 0.1 gram of 24K gold).
Eligibility
To use Hisapay, you must meet all of the following conditions:
You must be at least 18 years of age.
You must be a resident of Sudan or be authorized to use financial services in Sudan.
You must provide accurate and complete registration information.
You must not have been previously suspended or banned from the Hisapay platform.
You must comply with all applicable laws and regulations in Sudan.
By using the platform, you represent and warrant that you meet all of these requirements.
Account Registration and KYC
4.1 Registration
You must provide your full legal name, valid email address, active phone number, date of birth, and residential address during registration. You are responsible for maintaining the accuracy of this information and updating it when needed.
4.2 Identity Verification (KYC)
Hisapay requires identity verification before enabling withdrawals and higher transaction limits. You must submit a clear photo of an accepted identity document which may be a national ID card, passport, or driver's license, along with a front and back photo of the document and a live selfie photo. KYC approval is subject to review and may take up to 24 hours. Hisapay reserves the right to reject incomplete or fraudulent submissions.
4.3 Account Responsibility
You are solely responsible for all activities that occur under your account. You must keep your password, PIN, and 2FA codes confidential. You must not share your account access with any other person. You must notify Hisapay immediately at support@hisapay.com if you suspect unauthorized access.
Services
5.1 E-Wallet
Hisapay provides a digital wallet to store, send, and receive funds in SDG. You may use the wallet to pay bills including electricity, water, internet, mobile airtime, data bundles, and education fees. Transfers between Hisapay users are processed instantly. Bank transfers may take 1 to 3 business days.
5.2 Gold Wallet (Dahab)
The Gold Wallet allows you to buy and sell real gold in digital form. Hisapay guarantees that all transactions are backed by physical 24K gold allocated and owned by users. 1 DHB equals 0.1 gram of 24 karat gold. This service is governed by the Gold Wallet Annex below, which contains Sharia-compliant terms including ownership transfer, instant possession, physical delivery rights, and applicable fees. Please read the Gold Wallet Annex before using this feature.
5.3 Virtual Cards
Virtual cards are digital payment cards that can be used for online shopping, subscriptions, and international payments. An issuance fee of 10 USD converted to SDG applies. Cards require admin approval within 24 hours. Card balances are topped up in USD. Virtual cards are for personal use only and may not be used for illegal purchases.
5.4 Agent Network
Agents are verified third parties authorized to process cash deposits and withdrawals on behalf of Hisapay users. You may locate agents through the Hisapay app. Agents are identified by their AID number. Hisapay is not liable for losses caused by using unverified individuals claiming to be agents. Always confirm the agent through the official Hisapay app.
5.5 Merchant Solutions
Merchants may register on the Hisapay platform to accept digital payments from users. Merchants are assigned a MID number and may integrate Hisapay via API or WooCommerce plugin. Merchant accounts are subject to separate terms and fees.
5.6 Referral and Affiliate Program
Users may invite others to join Hisapay using a referral link and earn rewards when referrals successfully register and complete their first transaction. Rewards are credited to your wallet subject to Hisapay's current referral policy. Hisapay reserves the right to modify or terminate the referral program at any time.
Fees and Charges
Transaction fees vary depending on the type of operation including transfers, deposits, withdrawals, and payments. The applicable fee will always be displayed clearly to you before you confirm any transaction. Hisapay reserves the right to modify fees at any time and you will be notified of any changes before they take effect. Fees once charged for completed transactions are non-refundable unless Hisapay determines an error occurred on our part.
Transactions and Limits
7.1 Transaction Processing
Hisapay processes transactions based on the instructions you submit through the platform. Once a transaction is confirmed by you, it may not be possible to reverse or cancel it. You are responsible for verifying all transaction details including the recipient UID or phone number before confirming.
7.2 Transaction Limits
Transaction limits depend on your account verification level. Unverified accounts have lower limits. Completing KYC verification unlocks higher limits. Hisapay reserves the right to set, change, or impose limits on any account at any time for security or compliance reasons.
7.3 Failed or Disputed Transactions
If a transaction fails and funds are deducted from your wallet, the amount will be returned to your wallet within a reasonable time. If you believe a transaction was processed in error or you did not authorize a transaction, you must contact Hisapay support at support@hisapay.com immediately. Hisapay will investigate and respond within a reasonable timeframe.
Security
8.1 Your Obligations
You must keep your login credentials, password, PIN, and 2FA codes secure and confidential at all times. You must not share this information with any person including individuals claiming to represent Hisapay. Hisapay will never ask you for your password, OTP, or PIN via WhatsApp, email, phone, or any other communication channel.
8.2 Security Features
Hisapay uses bank-grade encryption to protect all transactions and data. You are strongly encouraged to enable Two-Factor Authentication 2FA on your account. You should use a strong and unique password of at least 8 characters including letters, numbers, and symbols. You should regularly review your transaction history for any unauthorized activity.
8.3 Suspicious Activity
If you detect any suspicious activity on your account, you must contact Hisapay support immediately. Do not attempt to access or tamper with another user's account. Any such attempt will result in immediate account suspension and may be reported to relevant authorities.
Prohibited Activities
You agree not to use the Hisapay platform for any of the following:
Fraud, money laundering, or any illegal financial activity.
Financing terrorism or any activities prohibited under Sudanese law.
Purchasing illegal goods or services.
Impersonating any person or entity.
Using automated tools, bots, or scripts to access the platform without authorization.
Attempting to bypass or manipulate transaction limits or security measures.
Using the platform for commercial purposes without proper merchant registration.
Sharing your account access with any third party.
Uploading false or fraudulent KYC documents.
Any violation of this section will result in immediate account suspension and may result in legal action.
Privacy and Data Protection
Hisapay collects and processes personal data including your name, contact information, identity documents, and transaction history in order to provide and improve our services, comply with legal and regulatory requirements, prevent fraud and unauthorized access, and communicate with you about your account.
Your data will not be sold to third parties. It may be shared with regulatory authorities when legally required, with agents and merchants as necessary to complete your transactions, and with technology partners under strict confidentiality agreements.
By using Hisapay, you consent to the collection and use of your data as described above. You may request access to or deletion of your personal data by contacting support@hisapay.com.
Intellectual Property
All content, trademarks, logos, software, and materials on the Hisapay platform are owned by Hisapay and are protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or use any Hisapay content without prior written permission.
Disclaimers and Limitation of Liability
12.1 Service Availability
Hisapay will make reasonable efforts to ensure the platform is available at all times. However, we do not guarantee uninterrupted or error-free access. The service may be temporarily unavailable due to maintenance, system updates, or circumstances beyond our control.
12.2 Gold Wallet Disclaimer
The Gold Wallet is an investment feature. The value of digital gold fluctuates based on market conditions. Hisapay does not guarantee any return on investment. Full terms are set out in the Gold Wallet Annex below.
12.3 Limitation of Liability
To the maximum extent permitted by applicable law, Hisapay shall not be liable for any indirect, incidental, or consequential losses arising from your use of the platform, including losses resulting from unauthorized access to your account due to your failure to maintain the security of your credentials, system failures or interruptions outside of Hisapay's control, or your use of the platform in violation of these Terms.
Account Suspension and Termination
Hisapay reserves the right to suspend or terminate your account at any time if you violate these Terms and Conditions, we detect suspicious or fraudulent activity, you fail to complete KYC verification when required, or we are required to do so by law or regulatory authority.
Upon termination, any remaining balance in your wallet will be processed in accordance with applicable regulations. You may close your account voluntarily by contacting support@hisapay.com.
Changes to These Terms
Hisapay reserves the right to update or modify these Terms and Conditions at any time. Changes will be communicated to you via the app, email, or the Hisapay website. Continued use of the platform after changes take effect constitutes your acceptance of the updated Terms.
Governing Law and Dispute Resolution
These Terms are governed by the laws of Sudan. Any disputes arising from the use of the Hisapay platform will first be subject to good-faith negotiation between the parties. If a resolution cannot be reached, the dispute shall be submitted to the competent courts in Sudan.
Contact
For questions, complaints, or support regarding these Terms, please contact us:
Email: support@hisapay.com
Website: hisapay.com
Working Hours: Sunday to Thursday, 9:00 AM to 5:00 PM
Gold Wallet Annex — Sharia-Compliant Terms and Conditions
This Annex forms an integral part of the Hisapay General Terms and Conditions. It governs all Gold Wallet (Dahab / DHB) transactions and is designed to comply with Islamic finance principles. Please read it carefully before using the Gold Wallet feature.
1. Nature of Contract and Ownership
Gold purchased via the Hisapay platform is real physical 24 karat gold. Upon completion of a purchase transaction, legal and Sharia ownership of the gold is transferred immediately and completely to the User's wallet.
Digital Gold (DHB) is a title of ownership representing a specific weight of gold physically held in the company's vaults or by a certified custodian. 1 DHB equals 0.1 gram of 24 karat gold. Minimum purchase starts from 1 DHB which equals 0.1 gram.
Hisapay guarantees that all circulating DHB balances are backed 100% by physical gold held in secure audited storage.
2. Instant Possession (Taqabud al-Hukmi)
Hisapay is committed to the Sharia principle of Instant Possession known as Taqabud al-Hukmi or constructive possession. Gold is credited to the User's wallet and the price is simultaneously deducted from the SDG wallet at the exact moment of transaction confirmation with no delay.
No transaction is recorded or confirmed unless both the transfer of gold ownership to the buyer and the transfer of payment to the seller occur simultaneously in the same digital session. This digital transaction session constitutes valid Sharia possession.
3. Right of Physical Delivery
The User has the right to convert their digital DHB balance into physical gold bullion and receive it hand-to-hand upon reaching the minimum deliverable threshold of 10 grams which equals 100 DHB.
Physical delivery is available upon request through the app. Delivery is subject to minting and shipping fees displayed in the app at the time of request. Delivery timeframes will be communicated at the time of request. Hisapay coordinates with certified custodians to fulfill physical delivery requests.
4. Transparency and Backing
Hisapay guarantees 100% physical gold backing for all circulating DHB digital balances. Gold vaults are subject to periodic independent audits to ensure digital balances match physical inventory. Audit results are available to users upon request.
5. Pricing and Market Rates
Gold prices are updated every 30 minutes based on international market rates. The price displayed at the time of your transaction is the price applied to your order. Hisapay does not guarantee any specific price or return on investment. The value of gold fluctuates based on global market conditions. You invest at your own risk.
6. Fees
A 3% administrative fee applies to all gold exchange transactions including buying SDG to DHB and selling DHB to SDG. This fee covers brokerage, storage, insurance, and technical operations. This fee is not considered an increase in the price of gold in currency exchange contracts under Sharia principles. It is a separate administrative service charge.
Exchange fee: 3% per transaction. Maximum exchanges per day: 5. Minimum exchange amount: 25,000 SDG. Physical delivery is subject to minting and shipping fees displayed at time of request.
7. Investment Risk Disclaimer
The Gold Wallet is an investment feature. Hisapay does not guarantee any return on investment or a specific gold price. The value of your digital gold may increase or decrease based on global market conditions. Past performance is not indicative of future results. You invest at your own risk.
8. Governing Sharia Principles
All Gold Wallet transactions are designed to comply with Islamic finance principles including real ownership transfer upon transaction confirmation and not a speculative contract, simultaneous exchange of both consideration being gold and payment in the same digital session, 100% physical gold backing with no fractional reserve, right of physical delivery available to all users at the minimum threshold, full fee transparency with no hidden charges, and administrative fees that are separate from the gold price and not considered Riba.
9. Contact for Gold Wallet Inquiries
Email: support@hisapay.com
Website: hisapay.com
Working Hours: Sunday to Thursday, 9:00 AM to 5:00 PM