1. About these terms

These terms apply when you use convo.africa, Convo E-Therapy (e-therapy.convo.africa), Convo Academy (academy.convo.africa), our Shop, our programmes and our WhatsApp channels. They form an agreement between you and Convo Africa Ltd, a social enterprise registered in Kenya and based in Ruiru. By using our services you accept these terms and our Privacy policy.

• You must be 18 or over to buy, book or enrol for yourself.
• Young people aged 13–17 may use youth therapy with a parent’s or guardian’s consent. That parent or guardian accepts these terms on their behalf.
• Give accurate information, keep your login details safe, and tell us straight away if your account is used without your permission.

2. Not an emergency service

Convo Africa is not an emergency or crisis service. If you or someone else is in immediate danger, call 999 or 112, call Kenya Red Cross on 1199, or go to the nearest hospital. See our Help page for more support lines.

We do not monitor WhatsApp, chat, email or forms around the clock, and replies can take up to 5 working days.

Articles, guides, magazine content, stories, Doctor’s Bench answers and self-checks give general information. They do not diagnose any condition and do not replace care from a qualified professional.

3. Convo E-Therapy

• Your therapist. Sessions are provided by qualified professionals whose licences and references we check before listing them. Trainees are clearly identified and practise under supervision. Each practitioner is responsible for the clinical care they give.
• First consultation is free. It helps you and the therapist decide whether to work together. You don’t have to continue.
• Youth therapy (13–24) is half price. Clients under 18 need a parent’s or guardian’s consent before sessions start.
• Fees. Each therapist sets their session fee. You will see the price before you book, and you pay by M-Pesa or card.
• Cancelling or rescheduling. Give at least 24 hours’ notice for a free change. Late cancellations and missed sessions may be charged in full. If your therapist cancels, you get a free rebooking or a full refund.
• Sponsored and gifted seats. If an organisation or another person pays for your sessions, they learn only that you attended, never what you discussed.
• Confidentiality. Sessions are confidential, within the safety limits in our Privacy policy. Please don’t record sessions without everyone’s agreement.
• Changing therapist. You can ask to switch at any time. If online sessions are not right for your needs, your therapist may refer you to in-person or specialist care.

4. Courses and certificates

Psychological First Aid teaches you how to support someone in distress. It does not qualify you as a counsellor and is not a substitute for therapy or crisis care.

• Course access is personal. Don’t share your login or course materials.
• The Certificate in Psychological First Aid and Community Peer Support requires every module, a 70% quiz average, 100% on the safety assessment and a signed Code of Conduct.
• Where instalments are offered, course access continues while payments are up to date.
• You can get a full refund within 7 days of payment if you have completed less than 20% of the course.
• Group and organisation bookings follow the terms of the partnership agreement.

5. Shop, delivery and refunds

• Prices are in Kenyan shillings. You pay by M-Pesa or card at checkout.
• Delivery: free pickup in Ruiru (Monday to Saturday); KES 300 in Nairobi (1–2 days); KES 500 elsewhere in Kenya (2–4 days). Delivery times are estimates.
• If an item arrives faulty, damaged or wrong, tell us within 7 days and we will replace or refund it, including delivery.
• Unused items in their original condition can be returned within 7 days for a refund, minus delivery costs. Digital magazine issues can’t be returned once downloaded.
• Refunds go back to your original payment method within 14 days of approval.

Nothing in these terms limits your rights under Kenya’s Consumer Protection Act, 2012.

6. Community, practitioners and content

Programmes and community spaces (He Matters, Heartbeats & Horizons, Healing is Possible, Doctor’s Bench and our WhatsApp group) are free peer spaces, not counselling. Be respectful; keep what others share private; don’t sell, advertise or give medical or medication advice; and don’t share content that encourages harm. We may remove posts or members who break these rules. If someone appears to be at risk, moderators may share crisis contacts or reach out to them directly.

Practitioners who apply confirm that their licence, qualifications and references are genuine and current, and must tell us promptly about any suspension or complaint. Listed practitioners also agree to our Practitioner Agreement.

Your content. If you submit a story, comment or feedback, you keep ownership. You allow us to edit and publish it with your consent, anonymised unless you ask otherwise. You can ask us to remove it at any time.

Our content. The Convo Africa name, logo, magazine, articles, guides and course materials belong to Convo Africa Ltd or our contributors. You may share links and short quotes with credit. Don’t copy, sell or republish them without written permission.

Using the site. No hacking, scraping, spam or fake bookings. Links to other sites, such as helplines, are for your convenience; we are not responsible for their content.

7. Liability and governing law

We take reasonable care to vet practitioners and keep our services accurate and available. We are not liable for clinical advice given by independent practitioners, for losses caused by events outside our control (such as network or M-Pesa outages), or for indirect losses. Where the law allows, our total liability to you is limited to the amount you paid us for the service concerned. Nothing here limits liability for death or injury caused by our negligence, for fraud, or for anything else the law does not allow us to exclude.

We may suspend or end your access if you seriously or repeatedly break these terms. We will refund any unused paid service unless the suspension is for fraud or abuse.

These terms are governed by the laws of Kenya. Please contact us first so we can try to resolve any problem. If we can’t, either side may refer the dispute to mediation in Nairobi, and then to the courts of Kenya.

We may update these terms. We will post the new version here with its date and, for significant changes, tell you by email or on the site. Changes don’t affect bookings or orders already paid for.

8. Contact us

Convo Africa Ltd, Ruiru, Kenya. Email info@convo.africa, or privacy@convo.africa about personal data. Phone or WhatsApp +254 724 936 949 (Monday to Saturday, 08:00–17:00 EAT).