SULUHU COMMUNITY GUIDELINES

Everyone using Suluhu is expected to:

• Treat others with respect.
• Communicate honestly.
• Act professionally.
• Respect privacy.
• Follow applicable laws.
• Protect property.
• Honour agreed Bookings.
• Use the Platform responsibly.
• Provide truthful information.
• Cooperate with legitimate safety and dispute investigations.

Users should communicate in a professional and respectful manner.

The following conduct is prohibited:

• insults;
• threats;
• intimidation;
• bullying;
• harassment;
• abusive language directed at another person;
• repeated unwanted contact;
• stalking;
• sexual harassment; and
• deliberate humiliation.

Suluhu may restrict accounts where communication creates a safety or harassment concern.

Suluhu does not permit discriminatory conduct based on characteristics protected under applicable law.

Users must not refuse or alter services on unlawful discriminatory grounds.

This does not prevent legitimate service restrictions based on:

• professional qualifications;
• service availability;
• geographical coverage;
• safety requirements;
• equipment requirements;
• lawful business restrictions; or
• other legitimate operational considerations.

Users should take reasonable precautions when meeting or providing services through Suluhu.

Customers should:

• provide safe access to service locations;
• communicate material safety concerns;
• avoid placing Service Providers in unreasonable danger; and
• report serious incidents.

Service Providers should:

• use appropriate safety equipment;
• comply with applicable professional standards;
• avoid working while impaired;
• report serious hazards; and
• decline work that they cannot safely perform.

Customers and Service Providers must respect each other's property.

Service Providers must take reasonable care of Customer property while performing Services.

Customers must provide reasonable working conditions and must not intentionally damage Service Provider equipment or property.

Suspected theft or intentional property damage may be reported to relevant authorities where appropriate.

Service Providers are expected to:

• arrive at agreed times where reasonably possible;
• perform Services professionally;
• communicate delays;
• follow agreed Service descriptions;
• use appropriate equipment;
• accurately represent their qualifications; and
• complete jobs honestly.

Customers are expected to:

• provide accurate Booking information;
• provide reasonable access;
• communicate relevant requirements;
• avoid requesting unlawful or unsafe Services; and
• pay applicable charges.

Users must not create Bookings for fraudulent or abusive purposes.

Examples include:

• fake Bookings;
• test Bookings intended to manipulate the Platform;
• Bookings made using stolen payment information;
• repeated malicious cancellations;
• false no-show claims; and
• Bookings intended to harass another user.

Suluhu may restrict attempts to move a Suluhu Booking off-platform where doing so is intended to circumvent applicable Platform fees, safety controls, payment mechanisms, or dispute procedures.

Users may maintain legitimate relationships outside Suluhu provided they do not misuse Suluhu information or violate applicable contractual obligations.

Reviews should reflect genuine experiences.

Users must not:

• create fake reviews;
• manipulate ratings;
• pressure another person to change a review;
• threaten retaliation over a review;
• offer compensation for misleading reviews; or
• post reviews for services they did not receive or provide.

Suluhu may remove content that violates these requirements.

Photographs uploaded through Suluhu should relate to legitimate Platform purposes.

Users should avoid photographing:

• people without appropriate authorization;
• private documents unnecessarily;
• sensitive personal information;
• unrelated private areas; or
• material unrelated to the Job.

Before-and-after photographs should accurately represent the relevant work or property.

Users must respect the privacy of other users.

You must not:

• publish another person's telephone number;
• publish private addresses;
• share private conversations;
• distribute identification documents;
• sell personal information; or
• use personal information obtained through Suluhu for unrelated purposes.

Service Providers must comply with applicable data protection requirements when handling Customer information.

Suluhu has zero tolerance for child exploitation or abuse.

Users must not use Suluhu to:

• exploit children;
• abuse children;
• facilitate trafficking;
• engage in inappropriate sexual conduct involving children; or
• expose children to unreasonable danger.

Serious concerns may be reported to relevant authorities.

Suluhu prohibits:

• unwanted sexual comments;
• sexual propositions;
• unwanted touching;
• sexual harassment;
• sexual intimidation;
• sharing sexual material without consent; and
• using a Booking to pursue unwanted sexual activity.

A Service Booking is for the agreed Service and does not constitute consent to unrelated personal or sexual conduct.

Suluhu must not be used to facilitate illegal activities.

Examples include:

• theft;
• fraud;
• trafficking;
• money laundering;
• illegal drug transactions;
• unlawful weapons transactions;
• identity theft;
• cybercrime; and
• other unlawful conduct.

Service Providers must not perform Services while impaired to a degree that creates a safety risk.

Customers must not require or encourage Service Providers to perform Services under unsafe conditions.

Users must maintain accurate account information.

You must not:

• impersonate another person;
• use another person's account;
• share accounts;
• create fraudulent accounts; or
• manipulate verification systems.

Users can report concerns through:

In-App Reporting: Contact Support

Email: info@suluhu.net

Telephone: +254707776447

Reports should contain enough information for Suluhu to investigate.

Suluhu may investigate reported violations.

Depending on the circumstances, Suluhu may review:

• Booking records;
• communications;
• payment records;
• OTP records;
• location records;
• photographs;
• ratings;
• complaints;
• account information; and
• technical records.

Information will be handled in accordance with the Suluhu Privacy Policy and applicable law.

Depending on the circumstances, Suluhu may:

• issue a warning;
• remove content;
• cancel a Booking;
• restrict Platform features;
• temporarily suspend an account;
• permanently terminate an account;
• restrict access to particular Services; or
• report suspected criminal conduct to relevant authorities.

Suluhu may take immediate action where necessary to protect users or the Platform.

Where an appeal process is available, users may request a review of enforcement decisions.

Appeals should include relevant information or evidence.

Suluhu may maintain restrictions while investigating an appeal where necessary for safety, fraud prevention, legal compliance, or other legitimate purposes.

Suluhu prohibits retaliation against users who make good-faith reports of safety concerns, misconduct, fraud, or policy violations.

False or malicious reports may themselves constitute a policy violation.

Suluhu may update these Guidelines to reflect changes in:

• Platform features;
• community standards;
• safety requirements;
• applicable law; or
• marketplace practices.

Material changes will be communicated through reasonable means where required.

Suluhu On Demand Services Limited

Email: info@suluhu.net

Telephone: +254707776447

Address: Duldul Business Park Phase III, Mombasa Rd, Kenya

Version: 1.0 Effective Date: 11th August 2026