Review of DFS user agreements in Africa: A consumer protection perspective

Digital financial services (DFS) has made money transfer, credit, insurance, and other products and services accessible to more people worldwide and made financial inclusion possible in developing countries. However, DFS contract clauses are often unclear or difficult to understand, onerous, lengthy, missing crucial terms, or contravene regulation or legislation. Review of DFS User Agreements in Africa: A Consumer Protection Perspective analyzes DFS contracts from 18 African countries to explore the fairness of these contracts in four key ways: the language used, obligations of DFS providers, consumer obligations, and dispute resolution measures. The report summarizes findings on these themes from nine of the countries studied with country-specific analyses that reveal the good practices and some areas of concern.