Terms of service
The Government of Kenya makes this Web site; eCitizen.go.ke service available to you on the terms and conditions set out hereunder. This is a service created for the convenience of the public. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use. By accessing or using the Government Of Kenya “eCitizen” Online Payment website, you agree to be bound by all of the terms and conditions contained herein. eCitizen may modify this document at any time, and you agree that such modifications will be effective immediately upon posting of the modified document. You agree that by using our website after any such modifications, you will be deemed to have reviewed, agreed to and accepted the modified document. You agree that you will not intentionally provide false information when accessing or using eCitizen Online Payment Service. You also agree that you will not falsify, forge, or otherwise tamper with any information in the emails or SMS you receive as part of the Online Payment Service. On this Web site, the term Service refers to licences, registrations, permits, certificates, authorisations, accreditations, exemptions that are incorporated into the Web site.
No personally identifiable information is automatically collected about visitors who simply browse this site or who download information from it. eCitizen does not release any information about the collection of IP addresses to any third party, except under court order or as required by law. Our web servers maintain logs of user activity in order to help us manage the web site. Information stored in these logs does not identify you personally. The logs store such things as the domain name and IP address from which you accessed our web site; the type of browser and operating system you used; the date and time you accessed our site; the pages you visited; and the country or region of the world from which you accessed this site. eCitizen staff may use this information to learn how many visitors, where the visitors are located, which parts of our web site are of most interest to visitors, and other facts that will help us improve the web site and the services we offer.
ECitizen values your use of this site and values your feedback. If you participate in a survey or send us an e-mail, your e-mail address and the other information you volunteered will be collected. Visitors who request services through this site may be required to furnish additional information in order to provide the service requested. The additional information collected will be no more specific than if the visitor were requesting the service by any other means, including by telephone or an in-person visit to a government office. We may share this information with another government agency or organization if that is required to provide the help you are requesting or as required to be disclosed by law, or court order. We provide information about your accounts or other personally identifiable data to third parties only when the information is necessary to complete a transaction you initiated, or when service requires disclosure. We may share the aggregate (statistical) information with third parties without reference to individual information. We may e-mail you regarding billing or service-related issues.
While no web site can protect itself against all eventualities, every effort is made to protect any sensitive personal information you give us. We will not rent, sell or give away any information identifying you individually (name, address, phone number, etc.) to a third party for marketing or mailing list purposes without your permission. We will also not disclose credit card information, except for purposes related to your credit card transaction, or with your permission, or as required by law.
It is impossible for the Government of Kenya to ensure that the services are provided to you at all times or at any specific times or will be able to operate at all times error-free. After hours provision of services are influenced by availability of related computer systems. The Government of Kenya makes no warranties in regard to the availability of services but all reasonable efforts will be made to provide the best possible service to you. Notices regarding planned system outages will be made available on the Web site’s home page.
Your unique Customer Reference Number shall be you National ID or any other number provided by the Ministry of Interior and Coordination of National Government, User Name and Password are very important pieces of information and it is your responsibility to keep them secure. You agree to: choose a new Password whenever you are required to do so; not disclose your Customer Reference Number, User name or Password to any other person, including family members; take reasonable care when accessing the service to ensure that your Customer Reference Number, User Name or Password is not disclosed to any other person; and take every reasonable precaution to prevent the spread or diffusion of any software contamination including computer viruses. If you suspect that someone may know your user name before you have used it to log in to the system, you agree to advise the relevant licensing authority. If you suspect that someone may know your Password, you agree to login and change it immediately and to also advise the relevant licensing authority, in writing, of the suspected breach of the Password, e.g. by using the email facility at the Contact Us link on the home page. You agree that you will be responsible for any transactions made in relation to your licence using the Customer Reference Number, User Name or Password.
The Government of Kenya shall endeavour to provide digital payments modes to citizens via all viable payment channels by availing payments via all banks, mobile payment platforms as well as payments from other financial services providers where citizens hold funds. The use of the eCitizen services is subject to a convenience fee that shall go towards the provision of these services and may vary from service to service on a per transaction basis. You agree that a payment instruction that is given before the cut-off time for a banking business day will be processed on the same day but if it is given after the cut-off time it may be processed on the next banking business day after the instruction is given. Should your payment service provider reverse your payment for any reason, the lodgement made in relation to that transaction may also be reversed. This could have implications for the granting/continuation of your licence. You are responsible for ensuring that payments are made only using valid credit cards.
In the event that your payment to the website was charged to your credit card in error, we will honor your request to refund the original transaction and refund your payment in full, as long as the request is made within ninety days from the transaction processing date. The period of ninety days will begin from the transaction processing date. Be aware that credit card refunds can take anywhere from 3-10 days to reflect on your credit card account. We reserve the right to revise this policy at any time.
Your access to the service will be denied if you enter incorrect identification information on more than 3 consecutive occasions. The Government of Kenya reserves the right to deny or revoke access to the Web site where justified.
The Public Register, which is maintained by the Government Payments Service, records information relating to payments such as date of issue and expiry of payment service, conditions of the service Details of a business, the service category for which the website user is entitled to access. Use of information in this public register may be governed by terms and conditions stipulated by the Ministry Department or Agency providing the service. You need to be aware of, and agree to these conditions before you use the public register. Note that not all licensing authorities provide or maintain terms and conditions link for public register. Governing lawECITIZEN DOES NOT MAKE ANY WARRANTIES CONCERNING THE ONLINE PAYMENT SERVICE INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT OF THIRD PARTY PROPRIETARY RIGHTS UNLESS DISCLAIMING SUCH WARRANTIES IS PROHIBITED BY LAW. ECITIZEN MAKES NO WARRANTIES OTHER THAN THOSE EXPRESSLY SET FORTH HEREIN. ECITIZEN WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO, DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL AND PUNITIVE DAMAGES. FURTHER, YOU ARE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR COMPUTER SYSTEM OR LOSS OF DATA THAT MAY RESULT FROM THE DOWNLOADING OF ANY MATERIAL. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM ECITIZEN OR THROUGH ECITIZEN ON-LINE PAYMENT SERVICE WILL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE TERMS AND CONDITIONS. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK.
You agree to defend, indemnify and hold harmless eCitizen, and its officers, officials, directors, employees, agents, successors or assigns from any and all claims, liabilities, costs, and expenses (including reasonable legal and experts' fees) arising in any way from your use of the On-line Government Payment website and service or the placement or transmission of any message, information, software or other materials or content on or through the Digital Payments website by you or users of your user account or related to any violation of these Terms and Conditions by you or users of your account.