Terms & Conditions

Kwa-Heri by Zelora ("Kwa-Heri", "we", "us") is operated by Zalen Ltd, Kenya. These Terms apply to the Kwa-Heri website, memorial pages, account dashboard, communication tools and related services. By creating an account, publishing content, purchasing a package or using an interactive feature, you agree to the Terms that apply to that activity. Our Privacy Policy and Refund & Cancellation Policy explain related matters.

If you are viewing a public memorial without an account, the rules about respectful use, privacy, permitted content and intellectual property still apply where relevant. Nothing in these Terms excludes rights that cannot lawfully be excluded.

Kwa-Heri is a funeral-coordination and digital-remembrance platform, not a funeral home, bank, insurer, trustee, legal adviser or livestream-production company. Its services may include:

• Funeral Announcement: sharing the passing, funeral and burial details, meetings, locations, contribution information, family contacts, updates and condolences.

• Digital Eulogy: adding a life story, order of service, hymns and readings, tributes, a gallery, farewell memories and a YouTube livestream link provided by the family's media team.

• Anniversary Remembrance: a dedicated space for reflections, new memories and tributes, candle lighting where available, and remembrance-gathering details.

• Communal Memorial: a shared remembrance space for an organization or community honoring multiple people, subject to a separate agreed scope and quote.

• Family tools: permissions, collaboration, moderation, dashboard functions, sharing and downloadable items according to the purchased plan.

Some services are paid add-ons, custom-quoted or not yet available in every region. The current live product and the confirmed checkout description take precedence over general examples on our website.

You must be at least 18 to create and administer a memorial or enter a paid agreement, unless the law and our approved onboarding process expressly permit otherwise. An account owner is responsible for protecting their login credentials and for the people they invite to collaborate.

Only create a memorial if you are an immediate family member or have appropriate authorization from the family or other relevant rights holder. You must not falsely announce a death, impersonate a family, misrepresent your authority or use a memorial to obtain funds dishonestly. We may request evidence of authority or relevant documents if a concern is raised. Creating an account does not mean that we have independently verified family relationships or the information submitted.

The person who creates a memorial is normally its initial owner. That person may invite collaborators and give them the permissions supported by the platform. Each collaborator should use their own account. The owner should remove access when it is no longer appropriate.

If a credible dispute arises about memorial ownership, family authority or contributions, we may temporarily restrict editing, visibility or payment-related functions while reviewing the matter. Kwa- Heri does not decide inheritance, burial, family or succession disputes. We may request a verified agreement, appropriate documents or a lawful order before transferring control.

Families and contributors retain the rights they hold in the content they submit. By uploading content, you confirm that you have the necessary rights or permission to share it and that it is accurate to the best of your knowledge. Take particular care with photographs of children, the personal data of living relatives, privately shared messages and copyrighted music or images.

Do not submit fake death notices, fraudulent contribution requests, threats, harassment, hate speech, defamatory statements, malicious links, unlawful content or another person's private information without an appropriate basis. We may moderate, restrict or remove reported material when reasonably necessary to protect people, comply with the law or enforce these Terms.

You grant us a limited, non-exclusive license to host, format, store, display, transmit, back up and technically process your content only as reasonably necessary to provide, secure and administer the service you or the memorial owner have requested, including agreed downloads and family sharing. This does not transfer ownership of your content to Kwa-Heri.

Promotional use is separate. Publishing a public memorial does not grant a general or perpetual advertising license. We will obtain appropriate additional permission before featuring identifiable memorial content in our marketing, testimonials or investor materials.

The memorial owner chooses the access options available for the memorial. A public memorial may be discoverable in our directory and indexed by search engines. A link-only memorial is intended to be absent from public discovery but can be opened by anyone who receives the link. A password- protected memorial requires the configured access step. These controls do not prevent someone who already has access from forwarding information or capturing screenshots.

The memorial owner should review family contact details, children's information and sensitive content before publishing. Changing a memorial's visibility cannot automatically remove copies made by third parties.

The plans currently described by Kwa-Heri are Essential, Premium, Legacy and Concierge. The displayed offer may change over time; the amount, inclusions, applicable taxes, limits, service level and active-access period shown to you before payment are the terms of that purchase.

• Essential is primarily the Funeral Announcement and coordination package.

• Premium includes the Essential experience plus the Digital Eulogy and the additional support and features shown at purchase.

• Legacy includes Premium and the additional anniversary and long-term-remembrance services specified at purchase.

• Concierge is custom-quoted and includes only the managed services agreed with the family in writing.

Where an eligible memorial offers 12 hours of free access, the trial starts at the time stated during signup or activation. The product must make clear which trial features can be used, whether the memorial can be published or shared, and what happens when the trial ends. A trial does not automatically create a recurring paid subscription unless you separately authorize one. Paid features are activated after a successful payment confirmation.

When a plan's paid active-access period ends, the memorial may continue as a read-only remembrance space under the preservation arrangement disclosed for that plan. Editing, new submissions, contribution features and some dashboard functions may pause. The family may reactivate eligible services or purchase Anniversary Remembrance where available.

We intend to preserve memorials in accordance with their published terms but cannot promise permanent or uninterrupted hosting. If we plan to discontinue a preservation arrangement, we will take reasonable steps to give affected families notice and available export options, subject to law and technical feasibility. Families should keep their own copies of irreplaceable photographs, recordings and documents.

Where contribution features are available, supporters may use the payment methods displayed for a particular memorial. M-PESA STK Push requests are handled through the relevant mobile-money/ payment integration. Only approve prompts you recognize and never share your PIN with Kwa-Heri or another person.

The family or other named recipient, payment route, amount and applicable transaction charges must be clear before a contribution is confirmed. Kwa-Heri's intended platform fee is 2% of eligible contributions and eligible paid candle transactions where that fee applies. The fee is negotiable and may be waived for a family by agreement; package purchases are not subject to that contribution fee. The actual checkout must identify who pays the fee, the gross amount, any separately disclosed provider charge, and the net amount due to the recipient. Do not deduct any undisclosed fee.

Payments, reversals, settlement and payouts may involve third-party providers. We will investigate reported platform errors and cooperate with the relevant payment provider as appropriate. We cannot guarantee the use a family makes of voluntary contributions. Payment failures or mistakes should be reported promptly with the relevant transaction reference.

Kwa-Heri may display or embed a YouTube livestream link supplied by the family or its photographer, videographer or media team. We do not film, operate or produce the livestream unless a separately signed Concierge arrangement expressly includes that service.

Optional printers, florists, transport providers and other vendors may be independent third parties. The identity of the supplier, pricing, service scope and applicable cancellation terms should be disclosed when the service is booked. Where Kwa-Heri provides an agreed service directly, our responsibilities will be set out in that agreement.

A Concierge quotation should specify deliverables, fees, deposits, timing, family responsibilities, content-approval milestones and whether third-party costs are included. Professional writing depends on the accuracy and timing of family-provided information. Printed materials require approval of a final proof; a digital memorial update does not automatically update material that has already been printed or downloaded.

A personalized link or domain is subject to availability and the precise terms of the offer. An additional name, domain or renewal charge must be disclosed before purchase.

To report a false memorial, privacy concern, unauthorized photograph, impersonation, copyright issue or suspected fraud, email support@myzelora.com, including the memorial link, the content at issue and a brief explanation. We may request supporting information, temporarily restrict affected functions, contact the administrator and take proportionate action after review. We will not disclose private information to a complainant without an appropriate basis.

We may suspend or terminate access where reasonably necessary for serious misuse, security, fraud, non-payment or legal compliance. Where appropriate and lawful, we will explain the action and provide an opportunity to address it. A suspension does not remove applicable consumer or data- protection rights.

We work to provide a reliable service, but internet access, external platforms and payment providers can fail. We cannot guarantee that every notification, YouTube stream, M-PESA prompt or third-party integration will be continuously available. We will take reasonable steps to address faults affecting services for which we are responsible.

Families should review names, dates, locations, contribution details and the order of service before publication, sharing or printing. We remain responsible for obligations that the law places on us; these Terms do not excuse negligence or other conduct for which liability cannot lawfully be excluded.

Where the law permits, neither party is responsible for losses that are remote or could not reasonably have been anticipated. Any additional limitation of liability should be proportionate to the service and specifically reviewed by Kenyan counsel. Nothing in these Terms removes mandatory consumer rights, privacy rights or remedies for fraud, gross negligence or other liability that cannot legally be limited.

We may seek appropriate remedies if someone knowingly submits fraudulent content or violates third- party rights. We will not require a family to indemnify Kwa-Heri for issues caused by our own unlawful conduct or failures.

We may update these Terms as the service evolves. We will date revised versions, provide suitable notice of material changes and seek any additional acceptance required by law. Changes do not retrospectively remove rights arising from purchases already made. These Terms are governed by the laws of Kenya, subject to applicable mandatory protections for users in other jurisdictions where relevant.

For account, memorial, payment, legal or content issues, email support@myzelora.com or use Contact Kwa-Heri. Legal operator and service address: support@myzelora.com