Help centre
Frequently asked questions
Answers to the most common questions about SarafuPay — fees, withdrawals, payments, and security.
General
What is SarafuPay?
SarafuPay is a payment collection platform built for Tanzania. It lets individuals and groups create shared collection pages — for monthly contributions, events, weddings, school fees, emergencies, and more — and accept payments via a simple shareable link.
How do collection links work?
When you create a collection, SarafuPay generates a unique public link (e.g. sarafupay.app/pay/your-collection-name). Anyone with that link can open the payment page and contribute using mobile money. No account is required from contributors.
Is SarafuPay free to use?
Creating and managing a collection is completely free. SarafuPay charges a small service fee (3% for mobile money) to contributors at the time of payment — not to collection owners. There are no subscription fees, setup fees, or monthly charges.
Fees & Pricing
How much are contribution fees?
For mobile money payments, SarafuPay charges a 3% service fee, with a minimum of TZS 300 and a maximum of TZS 5,000 per transaction. The fee is charged to the contributor on top of their contribution — the collection always receives the full amount intended. See the Pricing page for full details and examples.
Are fees deducted from the collection balance?
No. Service fees are charged separately to the contributor on top of the contribution amount. Your collection balance always reflects the full amount contributors intended to give — it is never reduced by service fees.
How much are withdrawal fees?
There is a flat TZS 2,000 withdrawal fee per request. The fee is added on top of the amount you request and deducted from your collection balance — you receive exactly the amount you requested. For example, requesting TZS 100,000 means TZS 102,000 is deducted from your balance and TZS 100,000 is sent to your mobile money account. See the Withdrawal Policy for the full breakdown.
Are card payments supported?
SarafuPay supports mobile money, bank, and card payments. Available payment methods are shown at checkout.
Withdrawals
How do withdrawals work?
As a collection owner, you can request a withdrawal of your available balance directly from your collection dashboard. You provide your mobile money number, confirm the amount, and submit the request. Our team manually reviews every withdrawal before initiating the payout.
What is the minimum withdrawal amount?
The minimum withdrawal amount is TZS 10,000. This is the amount you request before fees are deducted.
How long do withdrawals take?
Withdrawal requests are manually reviewed. Most requests progress through review within 1–2 business days. After approval, payout is typically initiated the same day or next business day. The total end-to-end timeline is usually 1–3 business days.
Can I cancel a withdrawal?
Yes — you can cancel a withdrawal while it is still in Pending status, from your collection dashboard. Once a withdrawal has been Approved, it can no longer be cancelled through the dashboard. Contact support immediately at support.sarafupay@gmail.com if you need to cancel an approved withdrawal.
Payments
What payment methods are supported?
SarafuPay supports mobile money, bank, and card payments processed securely. Available payment methods are shown at checkout.
What happens if a payment fails?
If a payment is marked as failed, expired, or cancelled by our payment processor, no funds are collected and no charge is applied. You can simply retry the payment. If you believe funds were deducted from your mobile account but the payment shows as failed, contact your mobile money provider — they handle all payment charges.
Can I get a refund on a contribution I made?
Completed contributions are generally non-refundable. If you believe a payment was made in error or to a fraudulent collection, contact us at support.sarafupay@gmail.com and we will review the case. See our Refund Policy for full details.
Security & Privacy
Is my money secure?
All payments are processed by Snippe, a regulated payment gateway. SarafuPay never stores your M-Pesa PIN, card numbers, or any payment credentials. We store only the payment outcome and reference number provided by Snippe after processing.
Who can see my collection's contributor details?
Contributor names are shown publicly on the collection page (truncated to first name and initial, e.g. "John S.") only if you enable that setting. Phone numbers and email addresses of contributors are never shown publicly.
Can SarafuPay see my mobile money PIN or account password?
No. Mobile money payments are handled entirely by Snippe. SarafuPay receives only the payment result (success or failure) — not your PIN, credentials, or account details.
Support
How do I contact support?
Email us at support.sarafupay@gmail.com. Include your name, the collection name or link, and your payment or withdrawal reference number if relevant. We typically respond within 2 business days.
What is SarafuPay's support email?
Our support email is support.sarafupay@gmail.com. We read every message personally.
Still have a question?
If you didn't find your answer above, our support team is happy to help.