Suluhu Terms of Service

Suluhu is an online marketplace that connects customers seeking household, professional, and on-demand services with independent service providers.

Suluhu does not directly provide the services listed on the Platform. Services are performed by independent service providers who operate their own businesses.

Suluhu provides:

• Service discovery
• Booking management
• Payment facilitation
• Identity verification
• Customer support
• Dispute resolution assistance
• Communication tools

For these Terms:

Customer means any person who requests or books services through the Platform.

Service Provider means an independent contractor registered on Suluhu to provide services.

Booking means a confirmed request for services.

Service Fee means any fee charged by Suluhu for facilitating transactions.

Subscription Fee means recurring charges payable by Service Providers for access to the Platform.

Job means a booked service.

Platform means the Suluhu mobile application, website, APIs, and related systems.

To use Suluhu, you must:

• Be at least 18 years old.
• Have legal capacity to enter into contracts.
• Provide accurate information.
• Maintain only one account unless authorized.
• Comply with Kenyan law.

Businesses may register through authorized representatives.

Users are responsible for:

• Maintaining passcode/OTP confidentiality.
• Securing their devices.
• Keeping account information accurate.
• Reporting unauthorized access immediately.

Suluhu may suspend or terminate accounts that:

• Provide false information.
• Engage in fraud.
• Violate these Terms.
• Abuse other users.
• Circumvent Platform policies.

Customers agree to:

• Provide accurate booking information.
• Be present at the scheduled service time.
• Provide safe access to the premises.
• Treat Service Providers respectfully.
• Pay all applicable fees.
• Cooperate during dispute investigations.

Customers shall not:

• Harass Service Providers.
• Request illegal services.
• Use fraudulent payment methods.
• Attempt to bypass the Platform where prohibited.
• Submit false complaints.

Service Providers represent and warrant that they:

• Are legally permitted to perform their services.
• Hold any required licenses or certifications.
• Maintain required insurance where applicable.
• Maintain accurate profile information.
• Deliver services professionally.
• Arrive punctually.
• Treat customers respectfully.
• Comply with applicable laws.

Service Providers remain independent businesses and are not employees, agents, or partners of Suluhu.

Nothing in these Terms creates an employment relationship.

Suluhu may require Service Providers to submit:

• National identification documents
• Passport photographs
• Certificate of Good Conduct (where applicable)
• Business registration documents
• Professional certifications
• Other supporting documentation

Verification does not constitute a guarantee of competence or future performance.

Bookings are confirmed through the Platform.

Customers must ensure:

• Correct address
• Accurate contact information
• Accurate service description

Failure to provide accurate information may result in cancellation or additional charges.

Payments may be made using supported payment methods including:

• M-PESA

Suluhu may collect payments on behalf of Service Providers.

Platform fees, taxes, and transaction costs may be deducted before provider payouts where it is disclosed.

Customers authorize Suluhu to process payments for confirmed bookings.

Certain features require Service Providers to maintain an active subscription.

Failure to pay subscription fees may result in:

• Suspension
• Reduced visibility
• Removal from search results
• Termination

Subscription fees are generally non-refundable except where required by law.

Where enabled, Suluhu may require OTP verification before work begins.

Customers shall provide the OTP only after the Service Provider arrives at the agreed location.

Providing an OTP confirms:

• The correct provider has arrived.
• The Customer authorizes commencement of work.

Service Providers may be required to upload before-and-after photographs where applicable.

Completion may require:

• Customer confirmation;
• Digital acknowledgment; or
• Other verification methods provided by the Platform.

Submission of false evidence may result in suspension or permanent removal.

Customers may cancel bookings subject to applicable cancellation policies.

Service Providers may cancel only for legitimate reasons, including:

• Emergencies
• Safety concerns
• Customer misconduct
• Circumstances beyond reasonable control

Repeated cancellations may result in penalties.

Refund eligibility depends on:

• Cancellation timing
• Service completion status
• Platform policies
• Investigation findings

Transaction processing fees may be non-refundable.

Suluhu reserves the right to determine refund eligibility after investigation.

If disputes arise:

1. 1.Users should attempt to resolve the matter respectfully.
2. 2.Suluhu may investigate.
3. 3.Both parties shall cooperate.
4. 4.Suluhu may review:

• Messages
• Photographs
• OTP records
• Payment records
• GPS information
• Other available evidence.

Suluhu's determination regarding Platform actions shall be final, without limiting any legal rights either party may have under applicable law.

Users may leave honest reviews.

Reviews must not:

• Be defamatory.
• Be fraudulent.
• Contain hate speech.
• Include personal information.
• Contains abusive language.

Suluhu may remove reviews violating these Terms.

Users shall not:

• Commit fraud.
• Impersonate others.
• Upload malicious software.
• Circumvent payments.
• Manipulate ratings.
• Violate intellectual property rights.
• Engage in illegal activity.
• Harass users.
• Attempt unauthorized system access.

All Platform software, trademarks, logos, designs, graphics, databases, and content remain the exclusive property of Suluhu or its licensors.

Users receive a limited, revocable, non-exclusive license to use the Platform.

No ownership rights are transferred.

Suluhu processes personal information in accordance with its Privacy Policy and applicable Kenyan data protection laws.

By using the Platform, users consent to the collection and processing of personal information necessary to provide the services.

Services are available only in supported geographic areas.

Suluhu may restrict bookings based on operational zones, geofencing, safety, or service availability.

Availability is not guaranteed in all locations.

Suluhu may suspend or terminate accounts for:

• Fraud
• Criminal activity
• Abuse
• Repeated cancellations
• Non-payment
• Policy violations
• False documentation
• Misuse of the Platform

Termination does not extinguish accrued obligations, including outstanding payment obligations.

Service Providers are independent contractors.

They are solely responsible for:

• Taxes
• Insurance
• Licenses
• Employee obligations
• Equipment
• Business expenses

Suluhu is not the employer of any Service Provider.

To the maximum extent permitted by law, Suluhu shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of profits, goodwill, data, or business opportunities arising from use of the Platform.

Suluhu does not guarantee uninterrupted service availability or the quality, legality, safety, or suitability of services performed by independent Service Providers.

Nothing in these Terms excludes liability that cannot lawfully be excluded under applicable law.

Users agree to indemnify and hold harmless Suluhu, its directors, employees, affiliates, and agents from claims, damages, liabilities, costs, and expenses arising from:

• Violation of these Terms;
• Misuse of the Platform;
• Breach of applicable law; or
• Infringement of third-party rights.

Suluhu shall not be liable for delays or failures caused by events beyond its reasonable control, including natural disasters, civil unrest, strikes, internet outages, government actions, epidemics, or failures of third-party service providers.

Suluhu may amend these Terms from time to time.

Material changes will be communicated through the Platform or other reasonable means.

Continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya.

Any disputes arising under these Terms shall be subject to the jurisdiction of the competent courts of Kenya, unless otherwise required by applicable law.

For questions regarding these Terms, contact:

SULUHU ON DEMAND SERVICES LIMITED

Email: info@suluhu.net

Phone: +254707776447

Address: Jades Residency, Kindaruma Road, Kilimani

These Terms, together with the Privacy Policy, Refund Policy, Community Guidelines, and any other policies expressly incorporated by reference, constitute the entire agreement between you and Suluhu regarding your use of the Platform.

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.