Terms & Conditions

1. About These Terms

These Terms and Conditions govern your use of SHINDIVO and every product offered on it. By opening an account, placing a bet or playing a game, you accept them in full.

SHINDIVO is operated by Shop and Deliver Limited, licensed by the Gambling Regulatory Authority of Kenya (GRA, formerly BCLB) under the Gambling Control Act, 2025 and the regulations made under it, holding licence numbers BK-00011111 and PG-0001110.

Our registered office is at Mayfair Business Centre. Our licence permits us to offer the products described in these Terms to persons physically located in Kenya.

These Terms form a binding agreement between you and Shop and Deliver Limited. Please read them before you deposit any money. If you do not accept them, do not use the platform.

Where a separate document governs a specific product or promotion, that document applies in addition to these Terms. If the two conflict, the specific document prevails for that product or promotion only.

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2. Who May Open an Account

You must be at least 18 years old. We verify age during registration and again before your first withdrawal. Accounts opened by minors are closed and any stakes are returned.

You must be legally capable of entering into a binding contract and must not be prohibited from gambling by any court order, self-exclusion or regulatory decision.

You must open the account in your own name and for your own benefit. Opening an account for another person, or playing on an account that is not yours, is a breach of these Terms.

One account per person. Where we identify multiple accounts held by the same person, we may close the duplicates and consolidate the balances into a single account.

Employees of Shop and Deliver Limited, their immediate family members, and anyone involved in the operation of an event we offer odds on, may not bet on that event.

We may refuse to open an account, or close an existing one, without being required to give a reason. Where we do so, any confirmed balance that is rightfully yours is returned to you.

3. Your Account

You are responsible for the accuracy of the information you give us at registration and for keeping it up to date. Withdrawals can be delayed or refused where the account details do not match your identity documents.

You are responsible for keeping your password and login details confidential. Any activity carried out through your credentials is treated as your own.

Tell us immediately if you believe someone else has gained access to your account. Until you do, we cannot reverse bets or transactions made through it.

Your account balance does not earn interest and is not a bank deposit. It is money held for the purpose of placing bets and playing games on the platform.

We may suspend an account while we investigate a suspected breach of these Terms, a payment dispute, or a matter we are required to report. We tell you when an account is suspended.

Where an account is inactive for a prolonged period, we may apply the treatment required by the GRA for dormant accounts. We contact you at your registered details before doing so.

You may close your account at any time from your profile or by contacting support. Closing an account does not cancel bets already placed and still running.

4. Identity Verification

We are required to verify who you are. Verification protects your account, keeps minors off the platform, and is a condition of our licence.

We ask for a valid national identity document and a photograph of you holding it. We may ask for further documents where the information does not match or where a transaction requires additional checks.

You can complete verification from your profile at any time. It must be completed before your first withdrawal is paid.

Documents must be current, legible and in your own name. We may refuse documents that are altered, expired, or that belong to another person.

We keep verification documents for as long as our licence and the applicable anti-money-laundering rules require, and handle them under our Privacy Policy.

If verification cannot be completed, we may restrict deposits, betting or withdrawals on the account until it is.

5. Deposits

You may deposit only from a payment method registered in your own name. Deposits from a third party are returned to source.

Funds are available for betting once the payment provider confirms them. Timing depends on the provider, not on us.

Deposits are in Kenyan Shillings (KES). Where your payment method uses another currency, the provider applies its own conversion rate and charges.

We do not charge a fee to deposit. Your payment provider or mobile money operator may charge one; those charges are yours.

We may set minimum and maximum deposit amounts, and may vary them. The limits that apply to your account are shown when you deposit.

You can set your own deposit limits from the responsible gaming section of your profile. A limit you set takes effect immediately; a request to raise it is subject to a waiting period.

6. Withdrawals

You may withdraw confirmed funds at any time, subject to verification and to any bonus conditions still attached to your balance.

Withdrawals are paid to a payment method registered in your own name. We do not pay to third parties.

We may ask for identity documents before paying a withdrawal, including where the account has not previously been verified or where the pattern of play requires additional checks.

Withdrawals are processed in Kenyan Shillings (KES). Statutory deductions that apply to gambling winnings in Kenya are applied where the law requires it, and are shown to you.

Funds deposited but not used for betting may be returned to source rather than paid as winnings. This is required of us to prevent the platform being used to move money.

We may set minimum and maximum withdrawal amounts. Where a withdrawal exceeds the maximum, it is paid in instalments.

Where a withdrawal is delayed beyond our normal processing, we tell you why and what is needed to release it.

7. Placing Bets

A bet is accepted only once it appears in your bet history with a confirmation. Until then it has not been placed, even if a stake has been shown as taken.

It is your responsibility to check the selections, stake and odds on your betslip before confirming. We are not required to cancel a bet because it was placed in error.

Odds can change between the moment they are displayed and the moment your bet reaches us. Where they have changed, your bet is accepted at the new odds only if you have chosen to accept changes; otherwise it is rejected and your stake is not taken.

We may refuse a bet, or part of a bet, without giving a reason. A refused bet is not a placed bet and no stake is taken.

Minimum and maximum stakes, and maximum payouts, apply. They may differ by sport, market and event, and are shown on the betslip.

Where a bet is accepted at odds that are obviously wrong, or on a market that was published in error or after the event had started, we may void it and return the stake.

Live betting carries a delay between the event and your screen. A bet placed on information you already hold but we do not may be voided.

Bets cannot be cancelled by you once accepted. Where cash out is offered on a bet, it is offered at our discretion and may be withdrawn at any time.

8. Results and Settlement

Bets are settled on the result supplied by our odds provider for the market concerned, using the rules for that market.

Unless the rules for a market say otherwise, bets on a match are settled on the result at the end of regular playing time, excluding extra time and penalties.

Where an event is postponed or abandoned and is not completed within the period stated in the rules for that market, affected bets are void and stakes are returned.

Where a participant withdraws or does not take part, bets on that participant are void unless the rules for that market provide otherwise.

Where a venue changes, bets may be void. Where teams are shown in the wrong order, bets may be void.

Where a bet is settled in error, we correct it. This applies whether the error was in your favour or ours; a payment made in error may be recovered from your account.

Winnings are credited to your account once the event is settled by the provider. Settlement of some markets depends on official confirmation and may take longer.

Where a result is disputed or later changed by the governing body of the sport, we settle on the result as it stood at the time the provider confirmed it.

9. Casino and Instant Games

Casino games are supplied by third-party providers. The rules and the return to player of each game are shown within the game.

Game outcomes are determined by the provider. A round that has begun continues to its outcome even if your connection drops; the result is applied to your account when you next connect.

Where a game malfunctions, the round and any payment arising from it are void. Stakes for a void round are returned.

We may remove a game from the platform at any time, including where the provider withdraws it.

Demo play, where offered, uses no real money and produces no winnings.

10. Bonuses and Promotions

Every bonus and promotion has its own terms, which are shown with the offer and apply in addition to these Terms.

Bonus funds are not withdrawable until the conditions attached to them have been met. Until then they are held separately from your own funds.

Where a bonus has a wagering requirement, only bets that qualify under the terms of that offer count towards it.

We may withdraw a bonus, and any winnings derived from it, where an offer has been abused, where multiple accounts have been used, or where the pattern of betting shows the offer was taken with no intention of genuine play.

Only one welcome offer per person, household, device or payment method, unless the offer says otherwise.

We may change or end a promotion at any time. Bets already placed under it are honoured on the terms that applied when they were placed.

11. Prohibited Use

You may not use the platform to commit an offence, to move money of unlawful origin, or to evade a restriction placed on you by a court, a regulator or by us.

You may not use software, devices or methods that automate play, exploit a fault, or otherwise interfere with the normal operation of the platform.

You may not act with others to defeat betting limits, to take promotional value that would not otherwise be available, or to influence the outcome of an event.

You may not bet on an event in which you take part, or on which you hold information that is not public.

You may not sell, transfer or share your account, or allow another person to bet through it.

You may not access the platform from a country where our licence does not permit us to offer it, including by concealing your location.

12. Conduct and Communication

We expect ordinary courtesy in dealings with our staff. Abusive, threatening or discriminatory language may lead to an account being restricted or closed.

Communications with support may be recorded and kept as a record of what was agreed.

We contact you at the details registered on your account. Keep them current; a notice sent to the details on file is treated as received.

13. Breach of These Terms

Where you breach these Terms, we may restrict, suspend or close your account, void affected bets, and withhold amounts arising from the breach.

Where we void bets for a breach, the stake is returned unless the stake itself arose from the breach.

We may recover from your account any amount paid to you in error or as a result of a breach.

Nothing in this section limits our obligation to report matters we are required by law to report.

14. Security of the Platform

We take reasonable measures to protect the platform and your account, but no online service can be guaranteed free of interruption or attack.

You are responsible for the security of the device and connection you use. We recommend you do not use shared devices or public networks to access your account.

We may require you to change your password or to confirm your identity where we see activity that does not match your normal use.

Do not disclose your password to anyone. We will never ask you for it.

Where an account is accessed without authorisation because credentials were shared or left unprotected, the resulting bets stand.

15. Content and Services from Third Parties

Odds, results, live scores, statistics and casino games are supplied by third parties. We take care in choosing them but do not control the data they provide.

Information shown for guidance, including scores, statistics and event times, may be delayed or inaccurate. Bets are settled on the settlement data supplied to us, not on information shown for guidance.

Where the platform links to a site we do not operate, we are not responsible for its content or its terms.

Payment services are provided by payment providers under their own terms. Their processing times and charges are theirs, not ours.

16. Responsible Gaming

Gambling should be entertainment, not a way to make money or to deal with financial difficulty. Bet only what you can afford to lose.

You can set a deposit limit from your profile. A lower limit takes effect immediately; a request to raise it takes effect only after a waiting period.

You can set a reality check that reminds you, at an interval you choose, how long you have been playing.

You can self-exclude from your profile. During self-exclusion you cannot deposit or bet, and we do not send you promotional messages.

Self-exclusion cannot be reversed before the period you chose has ended. Where you choose permanent self-exclusion, the account is not reopened.

We may close or restrict an account where we have reason to believe gambling is causing you harm, whether or not you have asked us to.

If gambling is affecting your life, help is available. We encourage you to seek it early.

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17. Limitation of Liability

We provide the platform as it stands. We do not promise that it will be uninterrupted, or free of error or delay.

We are not liable for loss arising from your own breach of these Terms, from your failure to keep your credentials secure, or from a decision you made based on information shown for guidance.

Where we are liable to you, our liability is limited to the amount of the affected bets or transactions.

Nothing in these Terms excludes liability that cannot be excluded under the law of Kenya.

18. Complaints and Disputes

If something has gone wrong, contact our support team first ([email protected]). Most matters are resolved at this stage.

Give us your account name, the date and time, and what you expected to happen. It lets us find the record quickly.

We acknowledge complaints and tell you the outcome, with the reason for our decision.

If you are not satisfied with our decision, you may refer the matter to the Gambling Regulatory Authority of Kenya.

We keep records of complaints and their outcomes as our licence requires.

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19. Your Personal Information

How we collect, use and protect your personal information is set out in our Privacy Policy, which forms part of these Terms.

We process your information to run your account, to meet our legal and licence obligations, and to prevent fraud and money laundering.

You have rights over your personal information under the Data Protection Act. The Privacy Policy explains how to exercise them.

20. Changes to These Terms

We may change these Terms. Where a change is material, we tell you before it takes effect and, where the regulations require it, the change is approved by the Authority.

The date of the current version is shown at the top of this document. Continuing to use the platform after a change takes effect means you accept it.

If you do not accept a change, you may withdraw your confirmed balance and close your account.

21. Governing Law

These Terms are governed by the laws of Kenya.

The courts of Kenya have jurisdiction over any dispute arising from them.

Our activities are regulated by the Gambling Regulatory Authority of Kenya under the Gambling Control Act, 2025.

22. General

If any part of these Terms is found to be unenforceable, the rest continues to apply.

A delay by us in enforcing a term is not a waiver of it.

We may transfer our rights and obligations under these Terms to another company, including as part of a transfer of the business. Your rights are not reduced by such a transfer.

You may not transfer your rights or obligations under these Terms to another person.

These Terms are published in English and Kiswahili. Where the two differ in meaning, the English version prevails.