Delivery Policy

This Delivery Policy explains how and when DiasporaShield (“DiasporaShield”, “we”, “us”) delivers the services you pay for on the platform. It applies to every purchase made by investors, developers and professionals, whether paid by M-Pesa, card through Stripe, or Flutterwave.

DiasporaShield is an investment intelligence, risk management and verification platform for diaspora and foreign investors in Kenyan and wider African real estate. Everything we sell is a digital service. We do not sell, ship or deliver physical goods, and we do not post paper documents. Every deliverable is released to your secure DiasporaShieldaccount, where it remains available to you.

This policy should be read together with our Terms of Use, Privacy Policy and Cookies Policy.

AI-driven insights shown on the platform, such as property risk scores, ROI forecasts and property matches, are part of the platform experience rather than separately purchased deliverables. Each is shown with a label explaining whether it was computed by a model or assessed by a person.

Work on a paid service begins only once your payment has been confirmed by the payment provider, not when you submit your request. Every delivery timeline in this policy is measured from that moment.

• M-Pesa: confirmation is usually received within a few seconds of you approving the STK push prompt on your phone.
• Card payments through Stripe: confirmation is usually immediate. Your bank may occasionally ask for additional authentication, such as a one-time code, before the payment completes.
• Flutterwave: confirmation is received once Flutterwave notifies us that the payment has succeeded, which is usually immediate.

Until confirmation arrives, your request is shown as awaiting payment. If a payment fails or is cancelled, no work starts and you will not be charged; you can retry from your dashboard at any time. You will be notified as soon as a payment succeeds or fails.

Each verification tier has a guaranteed delivery window, tracked by an automatic service timer that starts when your payment is confirmed.

How a verification progresses

1. You request a verification for a property and choose a tier.
2. You pay, and the delivery timer starts as soon as the payment is confirmed.
3. The verification moves to in progress. For Expert and Physical tiers it is assigned to an analyst, and for Physical tiers an inspection is scheduled and you are notified of it.
4. The completed report passes an internal quality review before it is released to you.
5. You are notified that your report is ready, and it becomes available in your dashboard.

What every report states

In line with our verification standards for the Kenyan market, every verification report states what you would actually own if you invested (for example freehold or leasehold title, sectional title or a fractional interest), the remaining lease period where relevant, and how that interest can be sold or transferred. Reports flag Kenya-specific risks, such as restrictions on non-citizens holding freehold land, leases with fewer than 30 years remaining, and agricultural land that requires Land Control Board consent.

Some factors outside our direct control can extend a verification beyond its typical timeline:

• Missing, unclear or inconsistent documents that need to be requested from the developer or property owner.
• Slow responses from third parties, such as land registries, county offices or other official record holders.
• For Physical verifications, difficulty gaining access to the site, safety concerns, severe weather or travel disruption.
• Information that requires your input, such as confirming which unit or plot you are interested in.

When we need something from you, you will be notified that your verification requires action, and the details will be shown in your dashboard. Please respond promptly, since we cannot complete the report without it.

• Activation: your plan is activated on your account automatically as soon as your payment is confirmed, and the features included in it become available immediately.
• Billing period: plans are offered as monthly, annual or one-off purchases. The billing period, price and included features are shown clearly before you pay.
• Plan status: your current plan, its status and your payment history are always visible in the billing area of your dashboard.

The DiasporaShield marketplace connects you with independent lawyers, valuers, surveyors and architects whose credentials we check before they can accept bookings.

1. You send a booking request to a professional, describing the service you need and, where relevant, the property concerned.
2. The professional accepts or declines the request. If it is declined, you are notified and can book another professional.
3. Once the booking is accepted and paid, the professional carries out the work.
4. The professional uploads the deliverables, such as a legal opinion, valuation report, survey report, inspection report or conveyancing documents, to your booking, and the booking is marked completed.

Delivery timelines for consultations depend on the service and are agreed with the professional as part of the booking. You can message the professional through the platform throughout the booking. If a professional does not deliver what was agreed, contact support and we will step in.

• Always in your dashboard: reports, consultation deliverables, invoices and receipts stay available in your account for you to view again later.
• Secure download links: for your protection, each download link we generate expires after 15 minutes. If a link has expired, simply open the document again from your dashboard to generate a fresh one.
• Notifications: we notify you when a payment succeeds or fails, when a verification starts, needs your action or is completed, and when a physical inspection is scheduled. Notifications are sent in the platform and by email, and by SMS where you have enabled it in your notification preferences.
• Encrypted storage: all documents are stored encrypted and are never available through public links.

If we are unable to deliver a service you have paid for, for example because a property cannot be verified, a listing is withdrawn by its developer, or a site cannot be accessed for a physical inspection, we will contact you to explain what happened and agree the next step. Depending on the circumstances, this may include completing the verification at a different tier, rescheduling an inspection, or a full or partial refund. Full details of when refunds apply are set out in our Refund Policy.

How to request a refund

1. Contact us at [email protected] or through our contact page, quoting the reference shown on your invoice or verification.
2. Explain what was not delivered or what went wrong.
3. Our team reviews every request individually and responds with a decision and, where a refund is approved, the amount.

Approved refunds are returned to the original payment method: M-Pesa refunds to the paying phone number, and card or Flutterwave refunds to the original card or account. Once we have issued a refund, the time it takes to appear depends on your payment provider and bank.

To help us deliver on time, please:

• Keep your email address and phone number up to date, and check your spam folder if you have not received a notification you expected.
• Respond promptly when a verification or booking needs your input.
• Keep your account secure, and do not share your sign-in details or download links with others.
• Download and keep your own copies of important reports and documents for your records.

DiasporaShield provides investment intelligence and due diligence tools. Verification reports, risk scores and forecasts are designed to help you make an informed decision, but they do not constitute financial, legal or investment advice, and they are not a guarantee of any property’s title, value or future performance. For legal or financial advice on a specific transaction, please engage a qualified professional, such as those available through our marketplace.

For any question about a delivery, a delay or a refund, please contact us:

• Email: [email protected]
• Online: our contact page

Please include the reference number from your invoice, verification or booking so we can help you quickly.