Built on Trust, Safety & Accountability
This page explains how our Digital Loan platform approaches regulatory compliance, security, customer protection, and responsible lending.
Licensing & Regulation
Our services are provided only in jurisdictions where we are properly licensed or operating under an approved partner or regulatory framework.
Ethiopia
Kenya
Other Markets
In additional markets, services are offered through:
- Locally licensed financial institutions
- Regulatory sandbox approvals
- Market-specific fintech licensing frameworks
Details for each country are published on this page prior to service activation.
Security & Data Protection
We apply industry-standard security controls to protect customer data, financial information, and platform integrity.
Data Security Controls
- Encryption in transit: All data encrypted using TLS 1.2+
- Encryption at rest: AES-256 or equivalent standards
- Secure key management: Keys stored and rotated securely
Access Controls
- Least-privilege access: Staff access restricted to job functions
- Role-based access (RBAC): All access logged and reviewed
- Multi-factor authentication: Required for admin access
Monitoring & Audit
- Continuous monitoring: Automated alerts for suspicious activity
- Audit logging: Immutable logs for all critical actions
- Regular reviews: Periodic security and compliance reviews
Incident Response
- Response plan: Defined procedures for detection & remediation
- Breach notification: Customers and regulators notified per law
- Post-incident review: Root-cause analysis documented
Customer data is never sold and is used only for loan assessment, regulatory compliance, and fraud prevention.
Responsible Lending
We are committed to fair, transparent, and ethical lending practices.
Affordability & Transparency
Affordability Checks
Borrower capacity assessed before approval
Clear Pricing
Total cost displayed before confirmation
No Hidden Charges
All fees disclosed upfront
Fees & Repayments
- Late fees: Applied only where legally permitted, subject to regulatory caps
- Grace periods: Provided in accordance with local regulations
- Early repayment: No penalties unless explicitly permitted by law
Ethical Collections
- No harassment: No threats, intimidation, or abusive language
- No unauthorized contact: We do not contact employers or family without lawful basis
- Dignified treatment: Customers are treated with respect at all times
Complaints & Dispute Resolution
We aim to resolve customer concerns quickly, fairly, and transparently.
Customer Support
support@infinity.et
Phone
+251 11 123 4567
In-App Support
Available in customer dashboard
Resolution Process
Initial Review
Complaint acknowledged within 24-48 hours
Investigation
Reviewed by support or compliance team
Response
Resolution provided within SLA timelines
Escalation
If unresolved, escalated internally or to regulator
Regulatory Escalation
If you are dissatisfied with the outcome, you may escalate the matter to the relevant regulator:
- 🇪🇹National Bank of Ethiopia (Ethiopia)
- 🇰🇪Central Bank of Kenya (Kenya)
- 🌍Applicable regulator in your jurisdiction
Trust, Safety, and Accountability
These are foundational to our Digital Loan platform. Have questions? We're here to help.
Contact Us