In these Terms & Conditions, the following definitions apply unless the context otherwise requires:
| Term | Meaning |
|---|---|
| "Company" | Changa Loan Limited, a company incorporated in Kenya, its officers, directors, employees, agents, and successors. |
| "Platform" | The Changa Loan website, mobile application, and all related digital services operated by the Company. |
| "User" / "You" | Any individual who registers for, accesses, or uses the Platform. |
| "Borrower" | A registered User who applies for and is granted a loan through the Platform. |
| "Loan" | Any credit facility offered by the Company to an eligible Borrower through the Platform. |
| "Processing Fee" | A non-refundable fee paid via M-Pesa before a loan application is reviewed. |
| "M-Pesa" | The mobile money transfer service operated by Safaricom PLC in Kenya. |
| "CRB" | A Credit Reference Bureau licensed by the Central Bank of Kenya under the Banking Act. |
| "PIN" | The personal identification number selected by a User during account registration. |
| "KES" | Kenya Shillings, the lawful currency of the Republic of Kenya. |
| "Due Date" | The date on which an instalment or full loan repayment becomes due and payable. |
| "Default" | Failure to repay any amount owed within 7 days after the applicable Due Date. |
By accessing the Platform, creating an account, or submitting a loan application, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions, our Privacy Policy, and any additional policies published on the Platform from time to time.
These Terms constitute a legally binding contract between you and Changa Loan Limited under the laws of Kenya, including but not limited to:
To register and use the Platform, you must meet all of the following requirements at the time of application and throughout the period of any outstanding loan:
The Company reserves the right to verify your eligibility at any time and to suspend or terminate your account if you no longer meet these requirements.
You must provide your legal full name, National ID number, active M-Pesa phone number, physical location, and income range during registration. You warrant that all information provided is accurate, current, and complete. Providing false information is grounds for immediate account termination and may constitute fraud under Kenyan law.
Each individual may hold only one Changa Loan account. Creating multiple accounts to circumvent loan limits, bans, or credit checks is strictly prohibited and may result in permanent suspension and referral to law enforcement.
You are responsible for maintaining the confidentiality of your account PIN. You must not share your PIN with any person. You agree to notify us immediately at support@changa.loan if you suspect any unauthorised access to your account. The Company will not be liable for any loss resulting from unauthorised use of your credentials where you have failed to safeguard them.
You must promptly update your account information if any details change, particularly your phone number. Failure to maintain accurate contact details may affect loan disbursements and repayment communications.
Changa Loan offers short-to-medium term credit facilities designed for informal sector workers including but not limited to bodaboda riders, market traders (mama mboga), artisans (fundis/welders), and small retail shop owners (duka owners).
Loan products are subject to the following general parameters (specific terms are displayed on the Platform at the time of application):
| Parameter | Range |
|---|---|
| Loan Amount | KES 1,000 – KES 150,000 |
| Repayment Period | 14 days – 180 days |
| Interest Rate | 7% – 13% flat per loan period |
| Processing Fee | KES 150 – KES 1,500 (non-refundable) |
| Number of Instalments | 1 – 3 equal payments |
| Disbursement Method | M-Pesa to registered phone number |
To apply for a loan, you must: (a) be a registered and logged-in user; (b) select a loan product; (c) complete the application form; (d) pay the non-refundable processing fee via M-Pesa; and (e) paste your M-Pesa confirmation SMS for verification.
Payment of the processing fee does not guarantee loan approval. The processing fee covers administrative and credit assessment costs and is non-refundable in all circumstances, including where the application is rejected.
Applications are reviewed within 24 hours of submission on business days (Monday–Friday, excluding public holidays). The Company may request additional information or documentation. Failure to provide requested documents within 48 hours will result in automatic rejection of the application.
Approved loans are disbursed to your registered M-Pesa number within 2 hours of approval confirmation during business hours. The Company is not responsible for M-Pesa network delays or failures beyond our control.
The Company reserves the absolute right to decline any loan application without being obliged to provide reasons. Past approval does not guarantee future approval.
All processing fees and loan repayments are made via M-Pesa Buy Goods (Till Number). By paying to our Till number, you agree to the following terms:
All applicable rates and charges are disclosed to you before you submit your loan application. By submitting an application, you confirm that you understand and accept the stated costs. The following charges may apply:
| Charge Type | Amount / Rate | When Charged |
|---|---|---|
| Processing Fee | KES 150 – KES 1,500 | Before application review (non-refundable) |
| Flat Interest | 7% – 13% of principal | Added to total repayment at disbursement |
| Late Payment Penalty | 3% of outstanding balance per week | 7 days after Due Date |
| CRB Listing Fee | As prescribed by CBK regulations | Upon formal default (30+ days overdue) |
| Collection Costs | Actual costs incurred | Where debt recovery action is taken |
Interest rates are disclosed as flat rates applied to the principal for the full loan period. The Company complies with CBK regulations on disclosure of the Annual Percentage Rate (APR) where required by law.
Upon disbursement, you will receive a repayment schedule showing the amount(s) due and the Due Date(s) for each instalment. This schedule is visible in your account dashboard.
Repayments must be made via M-Pesa to the Company's designated Till Number. The transaction code must be communicated to our support team or submitted through the Platform to confirm your payment. We will update your repayment record within 24 hours of confirmation.
You may repay your loan in full before the Due Date at any time without penalty. Contact support to confirm the outstanding balance before making an early repayment. No rebate on interest is provided for early repayment unless agreed in writing.
A repayment is only considered completed once confirmed and recorded in our system. M-Pesa payment alone does not constitute confirmation — you must ensure the transaction is recorded in your account. If a payment does not appear within 24 hours, contact support immediately.
You will be considered in Default if any instalment remains unpaid for more than 7 days after the applicable Due Date. Upon Default, the following consequences may apply:
By registering and applying for a loan, you expressly consent to the following:
Licensed CRBs in Kenya include Metropol CRB, Creditinfo CRB, and TransUnion CRB Kenya.
You must not use the Platform for any purpose that is unlawful, harmful, or contrary to these Terms. Prohibited conduct includes, but is not limited to:
Violation of these prohibitions may result in immediate account termination, forfeiture of any pending loan applications, and reporting to relevant law enforcement authorities.
All content on the Platform, including but not limited to the software, design, text, graphics, logos, icons, and data compilations, is the exclusive property of Changa Loan Limited or its licensors and is protected by Kenyan and international copyright, trademark, and related laws.
You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform solely for the purpose of applying for and managing your loans. You must not:
To the maximum extent permitted by Kenyan law, Changa Loan Limited shall not be liable for:
Where liability cannot be excluded by law, our total aggregate liability to you shall not exceed the total processing fees paid by you in the 12 months immediately preceding the claim.
You agree to indemnify, defend, and hold harmless Changa Loan Limited, its directors, officers, employees, agents, and partners from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from:
You may close your account at any time by contacting us at support@changa.loan, provided all outstanding loan balances, penalties, and fees have been fully repaid. Account closure does not cancel any outstanding debt.
We may suspend or permanently terminate your account immediately, with or without notice, if you: breach these Terms; engage in fraudulent activity; provide false information; fail to repay any outstanding loan; or if we are required to do so by law or a regulatory authority.
Upon termination, your access to the Platform will be revoked immediately. All outstanding loan balances become immediately due and payable. Termination does not relieve you of any obligations incurred prior to termination.
The Company reserves the right to amend these Terms & Conditions at any time. When material changes are made, we will:
Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to the amended Terms, you must stop using the Platform and close your account before the changes take effect.
If you have a complaint about any aspect of our services, please contact our customer support team at support@changa.loan or call us on our support line. We aim to resolve all complaints within 5 business days. Please provide your full name, National ID number, and a clear description of your complaint.
If your complaint is not resolved to your satisfaction, you may refer the matter to the Consumer Protection Advisory Committee under the Competition Authority of Kenya, or to the Central Bank of Kenya's Consumer Protection department where applicable.
Any dispute that cannot be resolved through the above processes shall be submitted to the exclusive jurisdiction of the courts of Kenya. The parties agree to exhaust internal and alternative dispute resolution procedures before initiating legal proceedings.
These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of Kenya. Both parties irrevocably submit to the exclusive jurisdiction of the Kenyan courts for the resolution of any dispute arising out of or in connection with these Terms.
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
For all queries, complaints, or legal notices, please contact:
For the purposes of the Kenya Data Protection Act, 2019 (the "DPA"), the data controller responsible for your personal data is:
The Company is registered as a Data Controller with the Office of the Data Protection Commissioner (ODPC) as required by the DPA.
We collect the following categories of personal data:
| Category | Specific Data Points |
|---|---|
| Identity Data | Full legal name, National Identity Card number, date of birth |
| Contact Data | M-Pesa registered phone number, physical location / area |
| Financial Data | Declared monthly income range, loan application history, repayment records, M-Pesa transaction codes |
| Credit Data | CRB credit history, loan performance data, default records |
| Technical Data | IP address, device type, browser type, access timestamps, session data |
| Usage Data | Pages viewed, features used, loan calculator inputs, application flow interactions |
| Communications Data | Records of support enquiries, complaint correspondence, SMS content related to transactions |
We collect your personal data through the following means:
We process your personal data for the following clearly defined purposes:
| Purpose | Data Used |
|---|---|
| Account creation and identity verification | Name, National ID, phone number |
| Processing loan applications and credit assessment | All identity, financial, and credit data |
| Loan disbursement via M-Pesa | Phone number, loan amount |
| Repayment tracking and collection | Financial data, M-Pesa transaction codes |
| Sending repayment reminders and notifications | Phone number, loan schedule data |
| CRB reporting (positive and adverse) | Identity data, loan performance records |
| Fraud detection and prevention | Identity, technical, and usage data |
| Regulatory compliance and audit | All categories as required |
| Customer support and complaints handling | Identity and communications data |
| Platform improvement and analytics | Usage and technical data (anonymised where possible) |
| Legal proceedings and debt recovery | Identity and financial data |
We do not use your personal data for any purpose not listed above without obtaining your explicit consent first.
Under the Kenya Data Protection Act, 2019 (Section 30), we process your personal data on the following legal grounds:
Our Platform uses M-Pesa (operated by Safaricom PLC) for processing fee collection and loan disbursements. When you interact with M-Pesa through our Platform:
We do not sell, rent, or trade your personal data to third parties for marketing purposes. We share your data only in the following limited circumstances:
| Recipient | Data Shared | Reason |
|---|---|---|
| Credit Reference Bureaus (CBK-licensed) | Identity + loan performance data | Legal obligation under CBK regulations |
| AWS (Amazon Web Services) | All data stored on servers | Cloud infrastructure provider — data processor |
| Debt collection agencies | Identity + outstanding debt details | Where authorised debt recovery is required |
| Legal / regulatory authorities | As required by law | Compliance with court orders, CBK, DCI, DPP |
| Auditors / legal advisors | Financial and operational records | Confidential professional engagement |
All third-party processors are required by contract to protect your data in accordance with the DPA 2019 and to process it only on our documented instructions.
We retain your personal data for as long as necessary to fulfil the purposes described in this Policy, comply with legal obligations, resolve disputes, and enforce our agreements. Specific retention periods are:
| Data Category | Retention Period |
|---|---|
| Account registration data | Duration of account + 7 years after closure |
| Loan application records | 7 years from application date (CBK requirement) |
| Repayment transaction records | 7 years from last transaction |
| CRB-related records | As required by CBK regulations (typically 5–7 years) |
| Customer support communications | 3 years from last interaction |
| Technical / server logs | 90 days (rolling) |
| Fraud investigation records | Duration of investigation + 5 years |
After the applicable retention period, your data will be securely deleted or anonymised in accordance with the DPA 2019.
We implement appropriate technical and organisational security measures to protect your personal data against accidental loss, unauthorised access, alteration, or disclosure. These measures include:
Despite these measures, no internet transmission or electronic storage is 100% secure. In the event of a data breach that poses a risk to your rights, we will notify the ODPC within 72 hours and affected individuals promptly, as required by the DPA 2019.
Under the Kenya Data Protection Act, 2019, you have the following rights regarding your personal data:
| Right | What It Means | How to Exercise |
|---|---|---|
| Right of Access (s.26) | Obtain a copy of the personal data we hold about you | Email dpo@changa.loan — we respond within 21 days |
| Right to Rectification (s.35) | Correct inaccurate or incomplete data | Update via account settings or email support |
| Right to Erasure (s.36) | Request deletion of your data (subject to legal retention requirements) | Email dpo@changa.loan with your request |
| Right to Object (s.32) | Object to processing based on legitimate interests | Email dpo@changa.loan with reasons |
| Right to Data Portability | Receive your data in a structured, machine-readable format | Email dpo@changa.loan |
| Right to Withdraw Consent | Withdraw consent for consent-based processing at any time | Email dpo@changa.loan or contact support |
| Right to Complain (s.56) | Lodge a complaint with the ODPC if you believe your rights are violated | Visit odpc.go.ke or call the ODPC helpline |
Our Platform is hosted on Amazon Web Services (AWS) infrastructure, which may involve storing and processing your data on servers located outside Kenya. Such transfers may occur to AWS regions in the EU, US, or other jurisdictions.
Where data is transferred outside Kenya, we ensure adequate safeguards are in place as required by Section 25 of the DPA 2019, including:
Changa Loan uses minimal session-based storage (sessionStorage) in your browser to maintain your login state while you are actively using the Platform. We do not use persistent tracking cookies, advertising pixels, or third-party analytics trackers.
| Storage Type | Purpose | Retention |
|---|---|---|
| sessionStorage (JWT token) | Maintains your logged-in session | Deleted when browser tab/window is closed |
| sessionStorage (user data) | Caches your profile for dashboard display | Deleted when browser tab/window is closed |
No third-party advertising, analytics, or social media tracking technologies are used on the Platform.
The Platform is intended for use by persons aged 18 years and older. We do not knowingly collect personal data from persons under 18. If you believe a minor has registered on our Platform, please notify us immediately at support@changa.loan and we will delete the account and associated data promptly.
Age verification is conducted during registration through National ID number validation. Providing a false National ID number to circumvent this requirement is a violation of these Terms and may constitute fraud.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or regulatory guidance. When we make material changes, we will:
We encourage you to review this Policy periodically. Your continued use of the Platform after the effective date of any changes constitutes acceptance of the updated Policy.
If you have any questions about this Privacy Policy or wish to exercise your data rights, please contact our Data Protection Officer:
If you are not satisfied with our response to your data rights request, you have the right to lodge a complaint with the Office of the Data Protection Commissioner (ODPC):