These Terms form the agreement between you and Shukran. Please read them before you register. By tapping Accept and Register you agree to be bound by them.
These Terms are made up of the following parts, all of which apply to you:
Part A: Common Terms, which applies to every Shukran Pocket user;
Part B: Your Account and Funds, which applies to every Shukran Pocket user;
Part C: Tips, which applies to every Shukran Pocket user;
Annex 1: Pooled Workers, which applies to workers whose tips are shared through a tip pool;
Annex 2: Independent Recipients, which applies to workers who receive tips directly;
Annex 3: Licensed Occupations, which applies to workers whose occupation requires a licence. The Market Schedule sets out the schedule for the country in which you register.
The Annex that applies to you is determined when you register and is confirmed to you in the app. The Market Schedule for your country sets out who you are contracting with, the law that applies, and the details that differ between countries.
A1.1 Shukran Pocket is a software application for workers who receive tips. It allows you to receive tips, hold funds, and move funds to a payout destination.
A1.2 The Shukran company you contract with is set out in the Market Schedule for your country. In these Terms, “Shukran”, “we” and “us” mean that company. “You” means the person registering for and using Shukran Pocket.
A1.3 Shukran provides the technology and the customer experience. Shukran is not a bank and does not hold your funds. Your funds are held with a licensed financial institution, as described in Part B.
A1.4 These Terms, together with the Annex applicable to you, the Market Schedule for your country and our Privacy Policy, form the whole agreement between you and Shukran in respect of Shukran Pocket.
A2.1 You must be at least 18 years old to register.
A2.2 You must give us information that is accurate and complete, and keep it up to date.
A2.3 You are responsible for your login credentials and for activity on your account. Tell us immediately if you believe someone else has access to it.
A2.4 Your account is yours. It is held in your own name and it continues to exist whether or not you remain with any particular employer, and whether or not you change jobs.
A3.1 We are required by law to verify the identity of people who use financial services. Verification is a legal obligation, not something you consent to, and it cannot be waived.
A3.2 The information we require to verify your identity, and the limits that apply before verification is complete, are set out in the Market Schedule.
A3.3 You can register and receive tips before verification is complete. You will need to complete verification before you can withdraw funds, or hold amounts above the limit set out in the Market Schedule.
A3.4 You confirm that any document you give us is genuine and current. Giving us a false or altered document may result in your account being closed and may be reported to the relevant authorities.
A3.5 If we cannot verify a document, we will tell you why and give you a way to correct it. We will not simply leave your account blocked without explanation.
A4.1 If a tip is received for you and you have not completed verification, the funds are held for you. You will be able to see the amount in the app.
A4.2 We will remind you to complete verification when the tip is received, after thirty days, and before the end of the period in clause A4.3.
A4.3 If you have not completed verification within ninety days, your account becomes dormant.
A4.4 Funds held for you remain yours. Dormancy does not cause you to lose them, and there is no charge or deduction for dormancy. You may claim them at any time by completing verification, save where applicable law requires the funds to be dealt with otherwise.
A5.1 You agree that you will not:
a. ask for tips in a way that harasses, coerces or pressures a guest;
b. attempt to tip yourself, or arrange for another person to tip you in order to generate a payment that is not a genuine tip;
c. use Shukran Pocket for any unlawful, fraudulent or improper purpose; or
d. give false information to us or to a guest.
A5.2 We may decide, acting reasonably, whether your conduct breaches this clause, and may act under clause A9.
A6.1 You can contact us through the support channels set out in the Market Schedule.
A6.2 We aim to give an initial response to a support request within one business day.
A7.1 If you believe an amount you have received is wrong, or has not arrived when expected, tell us within fourteen business days of the date the amount was due.
A7.2 We will investigate and respond within five business days.
A7.3 If you are not satisfied with our response, you may escalate it using the escalation route in the Market Schedule. We will aim to resolve an escalated matter within fourteen business days.
A7.4 If you do not raise a query within the period in clause A7.1, our record of the payment will be treated as accepted. This does not affect any right you have under applicable law, and does not affect your entitlement to funds held for you.
A7.5 Where your tips are shared through a tip pool, a question about who was included in a distribution is a matter for your Tip Committee or equivalent. Annex 1 explains how to raise it.
A8.1 Nothing in these Terms limits our liability for fraud, for death or personal injury caused by our negligence, or for anything that cannot be limited under applicable law.
A8.2 Funds held for you or credited to you. If funds held for you or credited to your account are lost, misdirected or not paid to you because of something we have done or failed to do, our liability is the amount affected together with any directly related cost of restoring it to you. This is not subject to any other limit in these Terms.
A8.3 Everything else. For any other claim, our total liability is limited to the greater of the total tips credited to you in the thirty days before the event and the amount set out in the Market Schedule.
A8.4 We are not liable for indirect or consequential loss, or for loss of earnings or business interruption.
A8.5 We do not control the mobile money and banking systems that move funds to and from your account. Where a payment is delayed or fails because of one of those systems, we will work to resolve it but we are not responsible for the delay itself.
A8.6 We aim to keep Shukran Pocket available and working, but we do not promise that it will be uninterrupted or error free.
A9.1 Access and funds are separate. We may suspend or end your access to Shukran Pocket. Doing so does not affect your entitlement to funds already held for you or credited to your account.
A9.2 We may suspend or end your access where:
a. you have given us a document that is invalid, expired or not genuine;
b. you are in breach of these Terms;
c. we are required to do so by law, by a regulator, or by a court; or
d. we reasonably suspect fraud or unlawful use of your account.
A9.3 We will tell you if we suspend or end your access, and why, unless we are prevented from doing so by law.
A9.4 Funds already held for you or credited to your account remain yours. If your access ends, we will help you withdraw them to a verified payout destination.
A9.5 We may only hold funds back from you where the law requires it, for example where verification is incomplete, where there is a sanctions or financial crime matter, or where a court or regulator directs us. We will tell you what is needed to release them.
A9.6 You may close your account at any time. We will help you withdraw your funds before it closes.
A10.1 We handle your personal information in accordance with our Privacy Policy and the data protection law of your country, as set out in the Market Schedule.
A10.2 We process your information in order to provide Shukran Pocket to you, to meet our legal obligations including identity verification and financial crime obligations, and to keep records we are required to keep.
A10.3 Where you work at a business that has deployed Shukran, that business may give us a list of workers so that accounts can be set up. We use that list only to set up accounts.
A10.4 You have rights over your personal information, including rights of access and correction. The Market Schedule sets out how to exercise them and who to complain to.
A11.1 We may change these Terms. Where a change is material we will give you at least fourteen days’ notice by SMS or in the app before it takes effect.
A11.2 If you continue to use Shukran Pocket after the change takes effect, you accept the change. If you do not accept it, you may close your account and withdraw your funds.
A12.1 These Terms are governed by the law set out in the Market Schedule for your country, and any dispute is resolved in the forum set out there.
A12.2 If any part of these Terms is found to be invalid, the rest continues to apply.
A12.3 If we do not enforce a right immediately, that does not mean we give it up.
A12.4 We may transfer our rights and obligations under these Terms to another company in our group. Your rights are not affected.
B1.1 Your Shukran Pocket balance is held with a licensed financial institution. Shukran is not a bank, does not hold customer funds, and does not lend or use your funds.
B1.2 Your balance is held separately from Shukran’s own money. It is not available to Shukran’s creditors.
B1.3 Tips received for you before a distribution are held for the workers entitled to them. They are not Shukran’s money and they are not your employer’s money.
B1.4 Where the institution requires its own terms to apply to your account, those terms are presented to you at registration and apply alongside these Terms.
B2.1 You can withdraw funds to a payout destination in your own name. The payout destinations available in your country are set out in the Market Schedule.
B2.2 You may leave funds in Shukran Pocket for as long as you wish, subject to any limit that applies before verification is complete, as set out in the Market Schedule.
B2.3 Any charge that applies to a withdrawal is set out in the Market Schedule and is shown to you before you confirm the withdrawal.
B2.4 A withdrawal is made once we receive your instruction and the funds have cleared. Timing depends on the mobile money or banking system used and is not something we control.
B3.1 You can see your balance and your transaction history in the app at any time.
B3.2 We keep records of tips received for you, of amounts credited to you, and of your acceptance of these Terms.
C1.1 A tip is a voluntary payment made by a guest for a worker. It is not a payment made by your employer.
C1.2 Shukran provides the technology through which a guest can make that payment and through which you receive it. Shukran is not your employer and does not pay you.
C1.3 Where you are employed, your employer is not a party to the tip. Your employer does not pay, fund, owe or guarantee any tip, does not receive or hold tips, and does not decide how tips are shared or how much you receive.
C1.4 Taking part in Shukran Pocket does not change your employment contract or any term of it.
C2.1 A platform fee applies to each tip. A guest may choose to cover the fee, in which case the full tip goes to the worker or the tip pool. If the guest does not cover it, the fee is deducted from the tip.
C2.2 The fee is calculated on the tip amount. The rates that apply in your country are set out in the Market Schedule.
C2.3 We may change the fee. We will give you at least fourteen days’ notice by SMS or in the app before a change takes effect.
C3.1 Tips you receive are your income. You are responsible for declaring them and for paying any tax due on them, in accordance with the law of your country.
C3.2 Your employer does not deduct tax from your tips, because your employer does not pay them.
C3.3 Shukran does not deduct tax from your tips unless we are required to do so by law. If that changes, we will tell you.
C3.4 Nothing in these Terms decides how any payment is treated under tax law, and nothing in them removes any obligation that the law places on you, on us, or on your employer.
C4.1 Occasionally a guest may reverse or dispute a tip, for example through their bank or card provider. What happens depends on whether the tip has been paid out at the time Shukran receives notice of the reversal, not on when the guest made the tip. Card disputes can arrive weeks or months after payout.
C4.2 If the tip has not yet been paid out: the reversed amount is removed before payment. If the tip was made into a tip pool, it is removed from the pool before the pool is shared.
C4.3 If the tip has already been paid out: the reversed amount is recovered from future tips. If it was paid to you directly, it is deducted from your next payouts. If it was shared through a tip pool, it is deducted from that pool’s next distribution before the pool is shared. Any deduction will be shown on your statement. Any remaining balance carries forward to later payouts. Shukran will not ask you to repay a reversed tip from your own money, and any amount not recovered within six (6) months is borne by Shukran. Shukran bears any fee charged by the card provider for handling the dispute.
C4.4 Fraud and misuse: where a reversal results from fraud by you, or from a breach of clause A5.1 (for example, tipping yourself or arranging for someone to tip you), the limits above do not apply. Shukran may recover the full amount from you, including by deducting it from your Shukran Pocket balance or from future tips. Shukran will tell you why before doing so and giving you a chance to respond. If the tip was shared through a tip pool, Shukran will recover only from the person responsible.
C5.1 You can see the tips received for you in the app, and the amounts credited to you.
This Annex applies if you work at a business where tips are shared through a tip pool. It applies in addition to Parts A, B and C.
1.1 Tips given by guests at your workplace are received into a tip pool for that workplace. They are not received by you individually.
1.2 Nothing a guest does when giving a tip changes this. A guest cannot direct a tip to an individual worker.
2.1 How the pool is shared, and who takes part in a given period, is decided by the workers at your workplace, not by Shukran.
2.2 The sharing arrangement that applies at your workplace is agreed between you and your workplace outside Shukran Pocket.
2.3 Shukran gives effect to that arrangement. Shukran does not decide who is included or how much anyone receives.
3.1 Shukran implements the tip sharing arrangement and policies set by your worker arrangement, including through your Tip Committee or equivalent.
4.1 The pool is distributed in accordance with the schedule set out in your worker arrangement.
4.2 Different workplaces may have different frequencies or timelines. Shukran will make funds available to you in line with the applicable schedule, subject to receipt of the funds from the payment system.
4.3 Your worker arrangement, and the schedule that applies under it, may be updated from time to time.
5.1 Shukran will take reasonable steps to prompt confirmation of the roster in time for distribution. If the roster is not confirmed in time, distribution will be made using the most recently confirmed roster, excluding anyone no longer associated with the pool, or, if there is none, the workers associated with the pool at that time. This is so you are paid in line with the applicable schedule even where confirmation is delayed.
5.2 For clarity, only your Tip Committee or equivalent can confirm the roster.
6.1 When you join a workplace that uses Shukran, your account is associated with that workplace’s tip pool. That association is what makes you eligible to receive from it.
6.2 When you leave that workplace, the Tip Committee or Tip Admin or equivalent ends the association through the Dashboard.
6.3 Ending the association does not close your account and does not affect any funds already credited to you. Your account stays yours and you can use it at your next workplace.
7.1 If you think the roster for a period was wrong, raise it with your Tip Committee or equivalent. The Committee controls the roster, so it is the Committee that can correct it.
7.2 If you think the amount you received does not match the roster that was approved, contact us under clause A7.
This Annex applies if you receive tips directly rather than through a tip pool. It applies in addition to Parts A, B and C.
1.1 A tip given to you is received for you individually. There is no tip pool, no committee and no roster.
1.2 A tip is made available to you in accordance with the payout arrangement applicable to your account with Shukran. Depending on your category of use and the payout method or schedule configured for that category, availability may be immediate or may follow a defined processing period.
1.3 Where a tip is subject to confirmation and processing by an underlying payment system, additional time may be required before funds are released, and Shukran does not control the processing timelines of third-party payment systems.
1.4 Shukran will communicate the applicable payout arrangement, including any timelines, applicable to you as part of your onboarding.
2.1 If a guest tips you before you have a Shukran Pocket account, we will send you a message with a link to register.
2.2 The tip is held for you while you register. Clause A4 explains what happens if you do not complete verification.
2.3 Shukran Pocket is the only way to receive a tip sent to you through Shukran.
This Annex applies if the law of your country requires a licence for the occupation in which you receive tips. It applies in addition to Parts A, B and C and, where relevant, Annex 2.
1.1 An Occupational Licence is any licence, permit, registration or authorisation that the law of your country requires in order to carry on the occupation in which you receive tips.
1.2 The licences that apply in your country are listed in the Market Schedule.
1.3 You confirm that you hold a current Occupational Licence where one is required for your occupation, and that any licence document you give us is genuine.
1.4 You must tell us promptly if your licence lapses, is suspended or is revoked.
1.5 Shukran does not monitor the status of your licence. We act on what you tell us, or on what we otherwise become aware of.
1.6 If your licence lapses, is suspended or is revoked, you have thirty days to put it right. During that period we may suspend your access to receive new tips. Funds already held for you or credited to you are not affected.
One schedule applies to you, being the schedule for the country in which you register. Everything in the body of these Terms reads the same in every country; only the entries below differ.
| Item | Entry |
|---|---|
| Country | Specified in the country-specific schedule upon registration |
| Company you contract with | Shukran contracting entity identified in the country-specific schedule |
| Governing law | Applicable national law of the country of registration |
| Dispute forum | Designated courts or arbitration forum for the country of registration |
| Currency | Local official currency (e.g., KES, TZS, USD) |
| Verification requirements | Information required; holding and withdrawal limits before verification is complete |
| Payout destinations | Mobile money; Bank account in worker's legal name |
| Withdrawal charges | Network and payout transfer fees (disclosed prior to withdrawal confirmation) |
| Platform fee rates | [Guest cover rate, deduction rate] |
| Liability amount, clause A8.3 | Specified statutory / contractual cap for the country of registration |
| Occupational Licences | [Licence, issuing authority, governing statute] |
| Data protection law | Applicable Data Protection Act and statutory data subject rights |
| Data protection regulator | National Data Protection Commissioner / Authority |
| Support channels | [In-app, WhatsApp, email, operating hours] |
| Escalation route | Formal grievance and escalations procedure (clause A7.3) |
