Question 1

What is ArosaPay?

Accepted Answer

ArosaPay is confirmation-based payment infrastructure for Kenya commerce. Funds are reserved at checkout, safeguarded during delivery, and released only when the buyer confirms — or a policy timer completes.

Question 2

How does protected checkout work?

Accepted Answer

Funds are captured at checkout, held by our licensed payment partner during fulfilment, and released to the seller when the buyer confirms receipt or the policy timer expires. Neither party can move the funds in between.

Question 3

What are the fees?

Accepted Answer

Sellers pay 2.9% + KES 30 per completed transaction, deducted from the seller's payout. Buyers pay exactly the listed price. Fees are charged only on successful transactions — there are no signup, monthly, or hidden charges.

Question 4

How long is the inspection period?

Accepted Answer

Inspection windows are set per category. Motors support up to 14 days, electronics include a quick-test plus extended inspection, and fashion is handled within the hold period. Buyers can confirm early to release funds sooner.

Question 5

What payment methods do you accept?

Accepted Answer

M-Pesa (including STK push for instant payment) and Visa or Mastercard debit and credit cards.

Question 6

What happens if there's a dispute?

Accepted Answer

If the buyer is not satisfied, they can raise a dispute within the inspection window. Funds remain frozen while our arbitration team reviews evidence from both parties — typically within 48 hours — and issues a full or partial release or refund.

Help centre

Start here — five things every ArosaPay merchant must understand

Creating & sharing a transaction

The inspection window

How payouts work

What happens in a dispute

Your merchant score

Getting started

Payouts & settlements

Disputes & resolution