Loan Terms and Conditions

These Terms and Conditions (“Terms”) apply to loan contracts between ACE Energy Solutions Uganda Limited (“ACE”, “we”, “our” or “us”) and the customer (“you” or “your”) for the purchase of an ACE One on credit in Uganda. Read them together with the loan contract you signed. Where your signed contract states an amount, a date or a schedule, that contract applies to you.

1. Your Loan

1.1. Your loan lets you receive your ACE One now and pay for it over time, in weekly instalments.

1.2. ACE does not charge interest. The total you pay is agreed and fixed when you sign, and does not grow over the life of the loan.

1.3. Our loan is a deposit followed by weekly instalments. Your signed contract states your deposit, your weekly instalment, how many instalments you make, and your total.

1.4. The ACE One remains the property of ACE until you have paid in full. Ownership passes to you with your final instalment.

2. Making Payments

2.1. Payments are made through the ACE Connect App. Where the App cannot be used, payment is by mobile money to ACE’s registered number.

2.2. ACE does not accept cash. No ACE employee, agent or partner is authorised to collect a cash payment from you. If anyone asks you to hand over cash for your loan, do not pay them, and tell ACE.

2.3. Send your payment from your own mobile money number and include your customer reference. This is how we match a payment to your account.

2.4. If a payment reaches us without a reference, or from a number that is not yours, we may not be able to match it to your account straight away. Tell us as soon as you can — through the App, by SMS, or through your ACE agent — with the date, the amount and any evidence of payment, and we will trace it. A payment you have genuinely made will be credited to your account.

2.5. Your payment is due on the date in your contract.

3. If You Fall Behind

3.1. Tell us early. If you cannot pay in full or on time, contact your ACE agent or ACE Customer Service before the payment falls due. We would rather agree a plan with you than pursue a debt.

3.2. We may extend your contract once to help you get back on track. A new schedule is agreed with you and recorded on your account.

3.3. We do not charge a fee for paying late.

3.4. If payments stop and we cannot agree a way forward with you, ACE may repossess the ACE One under the Hire Purchase Act, 2009 and the Hire Purchase Regulations, 2012. We will contact you before that happens.

4. Your Stove

4.1. Your ACE One is covered by the ACE One Package Warranty Policy. In Uganda, stoves bought directly from ACE carry a 36 month warranty against defects in material and workmanship.

4.2. The warranty does not cover damage from misuse, unauthorised repair, water or fire, or the normal wearing out of parts that are consumed in use, including batteries.

4.3. Accessories supplied with or bought alongside the ACE One may carry different warranty periods and may carry a fee for replacement. Replacing accessories outside the standard package — stove, solar panel, LED light — is at ACE’s discretion.

4.4. We will carry out warranty work as quickly as we reasonably can. Warranty service is provided within 100km of your point of purchase.

5. If a Customer Dies

5.1. If the customer dies, the remaining balance on their loan is written off. No further payments are owed on that loan.

5.2. We ask for a death certificate, or a signed and stamped letter from the local chairperson, so we can close the account correctly.

6. Your Information

6.1. We collect and use your personal information — your contact details, payment records, stove usage data, and any photograph taken when you register — to provide and administer your loan.

6.2. A photograph may be taken when you sign, to help identify you where formal identification is not available.

6.3. How we collect, use, store and share your information, and the rights you have over it, are set out in the ACE Connect Privacy Policy.

7. Complaints

7.1. If you are unhappy with anything — our staff, our products, our partners, or another customer — contact ACE Customer Service.

7.2. We keep a record of every complaint and may ask you questions to understand it. We will do what we reasonably can to resolve it.

8. Changes to These Terms

8.1. ACE may amend these Terms. The current version is always published on our website, and material changes are communicated through the ACE Connect App.

8.2. An amendment does not change the amounts, dates or schedule in a loan contract you have already signed.

9. Governing Law

These Terms and your loan contract are governed by the laws of Uganda.