Terms of
Service.

01Acceptance of terms

By creating an account with Neo or by using any of our services, you confirm that you have read, understood, and agreed to these Terms, along with our Privacy Policy and any product-specific disclosures shown to you in-app at the point of application.

These Terms constitute a legally binding agreement between you and Neo Microfinance Institution S.C., a share company licensed and supervised by the National Bank of Ethiopia as Microfinance Institution No. 41 under Proclamation No. 626/2009 as amended by Proclamation No. 1164/2019.

02Eligibility

To use our services, you must:

• Be a resident of the Federal Democratic Republic of Ethiopia
• Be at least 18 years of age
• Hold a valid Fayda ID or other identification documentation accepted by Neo
• Have an active Ethiopian mobile phone number
• Maintain a Telebirr wallet or registered account with a licensed Ethiopian bank
• Have full legal capacity to enter into binding contracts under Ethiopian law

Neo reserves the right to impose additional eligibility criteria at its discretion and to refuse service where eligibility cannot be verified.

03Our services

Neo operates regulated microfinance services for the Ethiopian market, including:

• Fair Cash — an unsecured short-term digital microloan product, disbursed via Telebirr or bank transfer
• Green Finance — a secured instalment loan product (pilot programme) for approved two- and three-wheel electric vehicles
• Business Finance — working capital and term loans for registered Ethiopian micro and small enterprises, assessed and disbursed through in-branch channels

Service features, eligibility criteria, loan limits, fees, and repayment terms are disclosed in-app at the point of application. Neo may introduce, modify, or withdraw services at its discretion, subject to the supervisory framework of the National Bank of Ethiopia.

04Account registration & security

When you register for a Neo account, you must:

• Provide accurate, current, and complete information during registration and throughout your use of our services
• Promptly update your information if it changes
• Maintain the confidentiality of your account credentials, including passwords, PINs, and one-time verification codes
• Not share your credentials with any third party
• Notify Neo immediately of any unauthorised access to, or use of, your account

You are responsible for all activity that occurs under your account. Neo is not liable for losses arising from your failure to maintain the confidentiality of your credentials.

Neo reserves the right to decline applications, suspend accounts, or terminate services where inaccurate information, suspicious activity, or breach of these Terms is identified.

05Loan applications

When applying for credit through Neo, you acknowledge that:

• Every application is subject to a credit and affordability assessment
• Approval is not guaranteed and is at Neo's sole discretion
• All fees, interest, repayment dates, and any applicable penalties are disclosed to you in-app before you accept the loan offer
• Acceptance of a loan offer is made electronically and creates a legally binding obligation
• Loan limits and terms are determined by Neo's credit engine based on your profile and history

06Loan agreements & repayment

Loan agreements entered through Fair Cash are legally binding. By accepting a loan offer, you commit to repaying the full amount due according to the agreed repayment schedule disclosed at the point of acceptance.

You are responsible for:

• Ensuring repayment is made on or before each scheduled due date
• Maintaining sufficient funds in your Telebirr wallet or bank account to cover scheduled repayments
• Reviewing all loan disclosures carefully before accepting an offer

Repayments may be made through the channels disclosed in-app, including Telebirr and partner bank rails. Prepayment, restructuring, or rescheduling options (if available) will be disclosed in-app.

07Late payment & default

Failure to meet repayment obligations may result in:

• Late-payment charges as disclosed in your loan agreement
• Reduced or withdrawn access to future Neo financial services
• Reporting to applicable credit-referencing systems, in accordance with Ethiopian regulations
• Recovery action through lawful channels, which may include the involvement of authorised recovery agents or legal process

All Neo recovery practice operates strictly within the framework set by the National Bank of Ethiopia and applicable Ethiopian law. Borrowers experiencing a material change in circumstances are encouraged to contact customer support before their due date.

08Your responsibilities

By using Neo's services, you agree to:

• Provide accurate and complete information at all times
• Use our services only for lawful purposes and for the defined financial purpose you disclose during application
• Not attempt to circumvent credit-assessment, fraud-prevention, or identity-verification systems
• Not use the services to facilitate money laundering, terrorism financing, or any activity prohibited under Ethiopian law
• Not reverse-engineer, copy, or resell any part of our services or technology
• Comply with all applicable laws and regulations when using our services

09Service updates

Neo may update service features, operational processes, fee schedules, or these Terms from time to time, as required by regulatory or operational considerations. Updated versions will be published on our official platforms and, where material, communicated to active users directly.

Continued use of our services following any update constitutes acceptance of the revised Terms. If you do not accept an update, you must discontinue use of our services.

10Governing law & dispute resolution

These Terms are governed by the laws of the Federal Democratic Republic of Ethiopia. Any disputes arising from or relating to these Terms, or your use of our services, shall be resolved under Ethiopian law and are subject to the jurisdiction of the competent courts of Ethiopia.

Before initiating formal proceedings, we encourage you to contact Neo customer support to resolve the matter directly. Complaints not resolved through our internal process may be escalated to the National Bank of Ethiopia in accordance with applicable consumer-protection frameworks.

11Contact us

If you have questions about these Terms, wish to raise a complaint, or need to discuss your account, please reach us through the channels below: