Terms & Conditions

Terms and Conditions

Welcome to Ziarra Global Ventures

These Terms and Conditions govern your access to and use of services provided by Ziarra Global Ventures.By using our website, app, or related services (collectively, the "Platform"), you agree to these Terms, which comply with applicable Kenyan laws, including the Consumer Protection Act, 2012, and the Contracts Act. If you do not agree, we kindly ask you to refrain from using our services.

Our Services

We provide a range of travel-related services, including trip planning, activity bookings, and accommodation reservations. While we strive to provide accurate and reliable information, we do not guarantee the availability or performance of third-party services. Any agreements or disputes related to third-party services, such as airlines, hotels, or tour operators, must be resolved directly with those providers.

Your Responsibilities as a User

You are responsible for ensuring the accuracy of the information you provide during registration and booking. It is also your responsibility to comply with all applicable travel regulations, such as securing valid passports, visas, and insurance. Misuse of our Platform, including fraudulent activity, unauthorized account access, or violation of Kenyan laws, may result in suspension or termination of your account.

Payments and Fees

All payments must be made through the secure methods provided on our Platform. Payments are processed through third-party gateways compliant with Kenyan financial regulations. While we ensure secure processing, we are not responsible for transaction fees or delays imposed by your financial institution.

Cancellations and Refunds

All cancellations and refunds are governed by our Refund Policy, which is aligned with Kenya’s Consumer Protection Act, 2012. By completing a booking, you acknowledge that you have reviewed and agreed to the Refund Policy.

Limitation of Liability

To the fullest extent permitted by law, Ziarra Global Ventures shall not be held liable for indirect, incidental, or consequential damages arising from the use of our Platform. This includes disruptions caused by third-party providers, delays, or cancellations. You also acknowledge that unforeseeable circumstances, such as natural disasters or government actions, may impact your plans.

Governing Law and Dispute Resolution

These Terms shall be governed by the laws of Kenya. Any disputes arising from your use of our Platform shall be subject to the exclusive jurisdiction of the courts of Kenya.

Changes to These Terms

We may update these Terms periodically to reflect changes in our services or Kenyan legal requirements. Continued use of our Platform constitutes your acceptance of the revised Terms.

Contact Us About These Terms

For any questions or concerns, you may contact us at support@ziarra.world

Refund Policy

At Ziarra Global Ventures, we are committed to transparency and fairness. This Refund Policy complies with Kenya’s Consumer Protection Act, 2012, and outlines the terms for cancellations and refunds. By using our services, you agree to this policy.

Eligibility for Refunds

Refunds are granted based on the timing of your cancellation. Cancellations made at least fourteen (14) days before the scheduled service start date are eligible for a full refund. Cancellations made between seven (7) and thirteen (13) days prior to the start date are eligible for a partial refund of fifty percent (50%). Cancellations made less than seven (7) days before the service start date, or in the case of a no-show, are non-refundable.

Requesting a Refund

To request a refund, email refunds@ziarra.world with your booking reference number and reason for cancellation. Refunds will be processed within fourteen (14) business days. Approved refunds will be issued to your original payment method, though processing times may vary depending on your financial institution.

Non-Refundable Fees and Third-Party Providers

Certain charges, including administrative and booking fees, are non-refundable. For services involving third-party providers, such as airlines or hotels, their refund policies will apply. While we will assist in facilitating these requests, Ziarra Global Ventures is not responsible for third-party decisions.

Special Circumstances

In cases of force majeure, such as natural disasters or government-imposed restrictions, refunds will be assessed on a case-by-case basis. If a refund is not possible, alternative solutions, such as rescheduling or travel credits, may be offered.

Changes to This Policy

We reserve the right to update this Refund Policy to reflect changes in our services or Kenyan legal requirements. Continued use of our services constitutes acceptance of the revised policy.

Contact Us About Refunds

If you have questions or concerns about cancellations or refunds, please email us at refunds@ziarra.world. We’re here to assist you.

Terms and Conditions for Trip Designers

These Terms and Conditions outline the rights, obligations, and responsibilities of Trip Designers who provide customized travel planning services through the platform. By registering and offering services as a Trip Designer, you agree to comply with the following terms:

1. Registration and Compliance

Trip Designers must register with accurate personal and business details, including a valid email address, contact information, and any credentials that establish their expertise in travel planning. It is the Trip Designer’s responsibility to ensure that their profile remains up to date and that all information presented on the platform accurately represents their services. The platform reserves the right to verify credentials and suspend or terminate accounts that provide misleading or incomplete information. Additionally, Trip Designers must comply with all applicable laws, regulations, and licensing requirements in their respective jurisdictions.

2. Service Scope and Limitations

Trip Designers provide personalized travel itineraries, recommendations, and consultation services. However, they are not responsible for booking flights, accommodations, or other travel services unless explicitly agreed upon through the platform. Any bookings must be conducted through the designated providers on the platform to ensure compliance with the platform’s policies. Misrepresentation of services or failure to deliver as promised may result in penalties, including account suspension or removal from the platform. Trip Designers must specify the extent of their services in their listings, including the number of itinerary revisions they offer, estimated delivery timelines, and any exclusions.

3. Exclusivity of Communication and Transactions

All communications between Trip Designers and clients must take place exclusively through the platform’s messaging system. Direct exchange of personal contact details, including phone numbers, personal emails, or external payment details, is strictly prohibited. All payments for services rendered by Trip Designers must be processed through the platform to maintain transaction security and ensure compliance with the platform’s fee structure. Violation of this exclusivity policy may result in immediate termination of the Trip Designer’s account and forfeiture of earnings.

4. Intellectual Property and Ownership of Itineraries

Trip Designers acknowledge that all itineraries, travel plans, and recommendations provided to clients remain the intellectual property of the Trip Designer. However, upon full payment by the client, the client is granted a non-exclusive right to use the itinerary for personal travel purposes. Trip Designers may reuse general templates but must ensure that each client receives a personalized and unique travel plan tailored to their needs. Unauthorized sharing, redistribution, or commercial resale of previously designed itineraries without modification is prohibited.

5. Pricing, Payments, and Refunds

Trip Designers must clearly define their service pricing within their listings, including any add-ons or additional charges for revisions. Payments for services will be processed through the platform, with earnings disbursed according to the platform’s payment schedule after deducting applicable service fees or commissions. Trip Designers must establish a clear refund policy, which should specify under what conditions a refund may be granted or denied. If a client requests a refund after receiving revisions, the Trip Designer must assess whether their service delivery aligns with the agreed-upon expectations before issuing any potential refund. If disputes arise, the platform may mediate the resolution, but it is not liable for financial losses incurred due to service dissatisfaction.

6. Service Quality and Delivery Standards

Trip Designers must provide high-quality, well-researched, and accurate itineraries tailored to the client’s preferences. All itineraries should include clear travel recommendations, estimated costs (if applicable), local regulations, and safety information. Failure to provide the agreed-upon services, consistently late deliveries, or substandard work may result in account suspension or removal from the platform. Trip Designers are also expected to maintain professional and courteous communication with clients and respond to inquiries within a reasonable timeframe.

7. Dispute Resolution and Client Satisfaction

If a client disputes the quality of a delivered itinerary or claims that the services were not as described, the Trip Designer must first attempt to resolve the matter amicably through communication. If the issue remains unresolved, the platform may step in as a mediator to assess whether a refund, revision, or alternative solution is necessary. However, the platform does not assume liability for disputes arising from subjective dissatisfaction or personal preferences. Trip Designers are encouraged to maintain transparent expectations with clients to minimize disputes.

8. Liability and Indemnification

Trip Designers acknowledge that they are independent service providers and assume full responsibility for the accuracy, legality, and reliability of their travel recommendations. The platform does not guarantee the availability, pricing, or safety of any third-party services recommended by Trip Designers. Any legal or financial consequences arising from inaccurate or misleading travel advice are the sole responsibility of the Trip Designer. By using the platform, Trip Designers agree to indemnify and hold the platform harmless from any claims, damages, or liabilities resulting from their services.

9. Termination and Modification of Terms

The platform reserves the right to modify these Terms and Conditions at any time. Trip Designers will be notified of any changes in advance, and continued use of the platform constitutes acceptance of the updated terms. The platform may also terminate a Trip Designer’s account at its sole discretion if there is a breach of these terms, repeated client complaints, or failure to comply with platform policies. Trip Designers may voluntarily terminate their participation by providing written notice, subject to any outstanding obligations, including ongoing projects or pending payouts.

10. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by the laws of Kenya, and any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts in that location. By accepting these Terms, Trip Designers agree to abide by the legal and regulatory framework applicable to their services.

By registering as a Trip Designer on the platform, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

Terms and Conditions for Event Providers

These Terms and Conditions outline the responsibilities, obligations, and guidelines for Event Providers who list, promote, and manage events through the platform. By registering as an Event Provider, you agree to comply with the following terms:

1. Registration and Compliance

Event Providers must complete the registration process with accurate business details, including contact information, business licenses (if required), and any necessary permits for hosting events. It is the responsibility of the Event Provider to ensure compliance with all applicable local, national, and international laws governing event hosting, venue regulations, safety measures, and customer rights.

The platform reserves the right to verify credentials, inspect compliance records, and request additional documentation if necessary. Failure to provide accurate or updated details may result in suspension or termination of the provider’s account. The platform also holds the right to remove providers who violate local event laws or fail to maintain industry standards.

2. Event Listing and Description Accuracy

Event Providers must ensure that all event listings accurately describe the nature of the event, including but not limited to:

• The event’s name, date, time, and location.

• Ticket pricing, VIP or general admission categories, and any inclusions (e.g., food, drinks, merchandise).

• Event itinerary and schedule, including performance line-ups, speakers, or special activities.

• Age restrictions, accessibility options, and any dress codes or requirements.

• Any applicable refund, rescheduling, or cancellation policies.

Misrepresentation of event details, failure to meet promised standards, or fraudulent listings will result in penalties, including removal from the platform. Event Providers must update event listings promptly if there are any changes to the event schedule, ticket availability, or other relevant details.

3. Ticket Sales, Payments, and Commissions

All ticket sales for listed events must be processed through the platform’s payment gateway. Event Providers are prohibited from directing customers to third-party payment platforms or offline transactions. The platform deducts applicable commission fees from ticket sales, and payouts will be processed according to the payment schedule defined in the provider agreement.

Any attempts to bypass the platform’s payment system, manipulate pricing, or mislead customers about ticket availability may lead to suspension or termination. The platform reserves the right to review and modify commission rates, with prior notice given to Event Providers.

4. Cancellations, Rescheduling, and Refunds

Event Providers must establish clear refund and cancellation policies within their event listings. These policies should include:

• The timeframe within which a refund can be requested.
• Whether partial or full refunds are available in case of event cancellation.
• Policies regarding event rescheduling and whether tickets will be valid for future dates.

If an event is canceled, the Event Provider is responsible for processing refunds in accordance with the stated policy. In cases of force majeure (e.g., natural disasters, government restrictions, pandemics), the platform may facilitate refunds based on the platform’s policies. Failure to process refunds or honor customer claims may result in suspension of the Event Provider’s account.

5. Event Safety and Legal Compliance

Event Providers must ensure that all hosted events comply with health, safety, and security regulations. This includes:

• Acquiring necessary event permits and approvals from local authorities.
• Implementing crowd control and emergency evacuation plans.
• Ensuring proper liability insurance coverage if required.
• Adhering to food and beverage safety regulations (if applicable).
• Complying with all accessibility laws to accommodate disabled guests.

Event Providers must also ensure that their events do not involve illegal or unethical activities, including but not limited to unauthorized gambling, illicit substance distribution, or violence-inciting activities. The platform reserves the right to investigate reported violations and take action accordingly.

6. Customer Interaction and Support

Event Providers are responsible for maintaining professional and timely communication with attendees. This includes responding to customer inquiries about event details, ticketing, or venue policies. In the event of last-minute changes, Event Providers must notify attendees via the platform’s messaging system and update event listings accordingly.

Customer complaints or disputes should first be resolved between the Event Provider and the attendee. If an issue remains unresolved, the platform may step in as a mediator; however, it is not liable for any damages, refunds, or losses incurred due to the Event Provider’s actions.

7. Marketing and Promotional Use of Event Listings

By listing an event on the platform, the Event Provider grants the platform the right to use event images, descriptions, and details for marketing and promotional purposes. This includes but is not limited to advertisements, social media campaigns, and featured promotions.

Event Providers may not falsely claim sponsorships, endorsements, or affiliations with the platform beyond what is officially agreed upon. Unauthorized use of the platform’s branding or logo in external marketing materials is prohibited.

8. Liability and Indemnification

Event Providers assume full responsibility for the execution, safety, and legal compliance of their events. The platform is not liable for any losses, damages, injuries, or disputes arising from an Event Provider’s failure to meet safety or operational standards.

By listing an event, the Event Provider agrees to indemnify the platform against any claims, lawsuits, or financial liabilities resulting from their event. This includes claims related to injuries, property damage, ticket disputes, or any violations of local laws.

9. Termination and Modification of Terms

The platform reserves the right to modify these Terms and Conditions at any time. Any changes will be communicated to Event Providers in advance. Continued use of the platform following modifications constitutes acceptance of the updated terms.

The platform also reserves the right to suspend or terminate an Event Provider’s account at its discretion, particularly in cases of fraud, failure to comply with policies, or repeated customer complaints. Event Providers may voluntarily terminate their participation by providing written notice, provided that all pending obligations, including ticket sales and event refunds, have been settled.

10. Governing Law and Dispute Resolution

These Terms and Conditions are governed by the laws of Kenya. Any disputes that arise under these terms shall be subject to resolution through the applicable courts or an arbitration process agreed upon by both parties.

By registering as an Event Provider, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

Terms and Conditions for Activity Providers

These Terms and Conditions govern the responsibilities, rights, and obligations of Activity Providers who list and manage activities through the platform. By registering as an Activity Provider, you agree to abide by these terms to ensure a seamless experience for clients while maintaining the integrity of the platform.

1. Registration and Compliance

Activity Providers must register with accurate business details, including legal entity information (if applicable), valid contact details, and any required certifications or licenses relevant to the activities they offer. The Provider must ensure compliance with all local, national, and international regulations regarding activity-based services, such as health and safety laws, liability insurance requirements, and permits for operating in specific locations.

The platform reserves the right to verify the authenticity of the Provider’s credentials and may request additional documentation. Providers who fail to meet the platform’s compliance standards, provide misleading information, or operate illegally may face suspension or permanent removal.

2. Activity Listings and Service Descriptions

Activity Providers are responsible for ensuring that all listings accurately describe the activities offered. Each listing must include:

• A detailed description of the activity, including the expected itinerary, duration, and inclusions.

• Pricing structure, including whether additional fees (e.g., for equipment rental or transportation) apply.

• The minimum and maximum number of participants allowed.

• Safety measures, requirements, and any restrictions (e.g., age, health conditions, prior experience).

• Cancellation, rescheduling, and refund policies.

• Clear images or videos showcasing the activity.

Misrepresentation of activities, failure to provide promised experiences, or the inclusion of inaccurate details may lead to penalties, including the removal of listings or suspension from the platform. Providers must promptly update their listings in case of any changes to availability, pricing, or activity details.

3. Booking, Payments, and Commissions

All bookings must be processed exclusively through the platform. Activity Providers are prohibited from redirecting customers to third-party payment systems or requesting direct payments. Payments from clients will be held and processed by the platform, with earnings disbursed according to the provider agreement, after deducting applicable commission fees.

The platform reserves the right to adjust commission rates and will notify Providers of any changes in advance. Any attempts to manipulate pricing, conduct fraudulent bookings, or bypass the platform’s payment system may result in account suspension or termination.

4. Cancellation, Rescheduling, and Refund Policy

Activity Providers must clearly outline their cancellation and refund policies within their listings. Policies must include:

• Whether cancellations made by the client within a certain timeframe are eligible for a full or partial refund.
• The process for rescheduling activities in case of unforeseen circumstances (e.g., weather conditions, low participation).
• A protocol for handling cancellations made by the Provider, including issuing refunds or offering alternative dates.

In the event that an Activity Provider cancels a scheduled activity, they must notify clients as soon as possible through the platform. Providers with a high cancellation rate or failure to issue refunds according to the stated policy may face penalties, including reduced visibility on the platform or account suspension.

5. Safety, Liability, and Insurance Requirements

Activity Providers must ensure that all activities are conducted in a safe and professional manner. This includes:

• Adhering to safety regulations specific to the type of activity offered.
• Providing appropriate safety briefings, protective gear, and trained staff.
• Ensuring that all equipment used is regularly inspected and maintained.
• Carrying sufficient liability insurance to cover potential risks associated with the activity.

Providers must disclose any known risks associated with their activities and may require clients to sign liability waivers before participation. Failure to prioritize safety or repeated incidents of customer complaints regarding unsafe conditions may result in removal from the platform.

6. Customer Interaction and Support

Activity Providers are responsible for maintaining professional, clear, and prompt communication with clients. This includes responding to inquiries, providing updates regarding bookings, and addressing any customer concerns before or after the activity.

All customer interactions must take place through the platform’s messaging system to ensure transparency. Direct solicitation of clients for future off-platform bookings is strictly prohibited. Providers who engage in unprofessional conduct, fail to respond to client inquiries in a timely manner, or receive consistent negative feedback may be subject to penalties, including listing demotion or suspension.

7. Dispute Resolution and Customer Complaints

In the event of a dispute between an Activity Provider and a client, the Provider must first attempt to resolve the issue directly through amicable communication. If the dispute remains unresolved, the platform may step in as a mediator and review the case based on evidence provided by both parties, including correspondence, booking details, and activity descriptions.

The platform does not assume liability for disputes but will enforce resolutions based on its policies and fairness standards. Repeated customer complaints or failure to handle disputes professionally may impact the Provider’s standing on the platform.

8. Use of Platform for Marketing and Branding

By listing an activity on the platform, the Provider grants the platform permission to use images, descriptions, and branding materials for promotional and marketing purposes. The platform reserves the right to feature specific activities in advertising campaigns, newsletters, and social media promotions.

Activity Providers may not use the platform’s branding in unauthorized ways or falsely claim official partnerships without explicit approval. Any misuse of the platform’s branding may result in legal action or termination of the Provider’s account.

9. Indemnification and Limitation of Liability

Activity Providers acknowledge that they are independent service providers and assume full responsibility for the safety, legality, and delivery of their activities. The platform is not liable for injuries, damages, or financial losses resulting from an Activity Provider’s negligence, failure to comply with safety regulations, or misrepresentation of services.

By using the platform, Activity Providers agree to indemnify and hold the platform harmless against any legal claims, lawsuits, or liabilities arising from their activities. This includes claims related to participant injuries, equipment failures, and violations of local laws or permits.

10. Suspension, Termination, and Policy Changes

The platform reserves the right to modify these Terms and Conditions at any time, with prior notice given to Providers. Continued use of the platform constitutes acceptance of the updated terms.

The platform may suspend or terminate an Activity Provider’s account if:

• The Provider repeatedly violates platform policies.
• There are frequent customer complaints or unresolved disputes.
• The Provider engages in fraudulent or unethical business practices.
• The Provider fails to comply with applicable laws and safety regulations.

Activity Providers may voluntarily deactivate their accounts by providing written notice, provided that all pending bookings and financial obligations have been settled.

11. Governing Law and Legal Jurisdiction

These Terms and Conditions are governed by the laws of Kenya, and any legal disputes shall be resolved within the appropriate courts of that jurisdiction.

By registering as an Activity Provider, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, and you commit to upholding the highest standards of professionalism and customer service.

Terms and Conditions for Stays Providers

These Terms and Conditions outline the rights, responsibilities, and obligations of Stays Providers who list, manage, and offer accommodations through the platform. By registering as a Stays Provider, you agree to adhere to these guidelines to ensure a professional and secure booking experience for all parties involved.

1. Registration and Compliance

Stays Providers must register with accurate personal or business details, including the legal name of the entity, valid contact information, and any required certifications or permits for operating accommodations. Providers are responsible for ensuring compliance with all applicable laws, regulations, and zoning requirements related to short-term or long-term rentals in their respective locations.

The platform reserves the right to verify the accuracy of all submitted details and may request additional documentation, such as business licenses, insurance policies, or tax registration certificates. Providers who fail to comply with legal requirements or provide misleading information may face account suspension or termination.

2. Property Listings and Description Accuracy

Stays Providers must ensure that all property listings contain complete and accurate information. Each listing should include:

• The exact location of the property.
• A detailed description of the accommodation, including the number of rooms, available amenities, and any additional features.
• High-quality images of the property’s interior and exterior.
• Pricing details, including daily, weekly, or monthly rates, as well as any additional charges (e.g., cleaning fees, security deposits).
• House rules, including check-in/check-out times, smoking policies, and pet policies.
• Guest capacity and any restrictions, such as age limits or accessibility considerations.
• Cancellation and refund policies.

Misrepresentation of accommodations, providing misleading photos, or failure to meet the advertised standards may result in penalties, including removal of the listing, financial compensation for affected guests, or permanent suspension from the platform.

3. Pricing, Bookings, and Payments

All bookings must be processed through the platform, and Providers must ensure that their listed prices are competitive and in line with the market rates. The platform’s payment gateway will handle all transactions, and payouts will be made according to the payment schedule outlined in the provider agreement.

Stays Providers are prohibited from redirecting guests to external payment methods or charging additional fees that were not disclosed in the listing. Any attempt to bypass the platform’s payment system may result in immediate account termination.

The platform deducts applicable service fees or commission charges from completed bookings before releasing the payment to the Provider. These commission rates may be subject to revision, with prior notice given to Providers.

4. Cancellation, Modifications, and Refunds

Stays Providers must clearly define their cancellation, modification, and refund policies within their listings. These policies should specify:

• The timeframe in which guests can cancel without penalty.
• Whether full, partial, or no refunds apply in case of cancellation.
• Procedures for modifying bookings, including date changes or guest count adjustments.
• How refunds will be processed in case of unforeseen circumstances (e.g., natural disasters, government restrictions).

If a Provider cancels a confirmed booking, they must notify the guest as soon as possible through the platform and offer either an alternative stay of similar or higher value or a full refund. Repeated cancellations by the Provider without valid reasons may result in penalties, including temporary suspension from the platform or a reduced visibility ranking in search results.

In cases where a guest disputes a stay due to misrepresentation, unavailability, or safety concerns, the platform reserves the right to mediate and enforce refund or compensation policies accordingly.

5. Property Maintenance and Quality Assurance

Stays Providers are responsible for ensuring that their properties remain in excellent condition and meet the promised quality standards. This includes:

• Maintaining cleanliness and hygiene before and after each guest stay.
• Providing functional utilities, such as electricity, water, heating, and air conditioning.
• Ensuring all listed amenities are available and in working condition.
• Addressing any guest complaints regarding maintenance issues in a timely manner.

The platform encourages guest reviews, and properties that receive consistently poor ratings due to cleanliness, safety, or inaccurate descriptions may face penalties, including a lower search ranking or listing suspension.

6. Guest Interaction and Customer Support

Providers must be available to respond to guest inquiries, booking requests, and concerns in a timely and professional manner. Communication should remain within the platform’s messaging system to ensure transparency and security.

Stays Providers are expected to:

• Provide clear instructions for check-in and check-out processes.
• Offer timely responses to guest inquiries, ideally within 24 hours.
• Resolve any on-site issues or complaints efficiently.

Providers must not solicit direct bookings from guests outside the platform or attempt to exchange personal contact details for future bookings. Violations of this policy may lead to account suspension.

7. Guest Conduct and Property Damage Policies

Providers may set house rules and restrictions that guests must follow during their stay. These rules must be clearly stated in the property listing and booking confirmation. Guests who violate these rules may face penalties, such as security deposit deductions or additional charges.

Providers must also define their policies regarding:

• Damage to property caused by guests.
• Noise disturbances and compliance with local regulations.
• Unauthorized visitors or events held on the property.

If a guest causes significant property damage, the Provider must document the issue with photographic evidence and report it through the platform within 24 hours of check-out. The platform may facilitate claims against security deposits or insurance coverage but is not responsible for reimbursing losses beyond the agreed policies.

8. Insurance and Liability

Stays Providers must have adequate property insurance coverage that includes liability protection for guest-related incidents. The platform is not liable for damages, theft, injuries, or legal disputes arising from the use of a property.

By listing a property, the Provider agrees to indemnify and hold the platform harmless from any claims, lawsuits, or liabilities resulting from guest stays.

If the Provider fails to maintain a safe and compliant property, the platform reserves the right to remove the listing or require corrective actions before reinstatement.

9. Marketing and Branding Permissions

By listing accommodations on the platform, the Provider grants the platform the right to use property images, descriptions, and branding materials for marketing and promotional purposes. The platform may feature listings in email campaigns, advertisements, and social media promotions.

Providers may not use the platform’s branding or misrepresent their association with the platform without explicit permission. Unauthorized branding use may result in penalties.

10. Termination and Suspension of Accounts

The platform reserves the right to modify these Terms and Conditions at any time, with prior notice to Providers. Continued use of the platform signifies acceptance of the updated terms.

The platform may suspend or terminate a Provider’s account if:

• The Provider repeatedly cancels bookings without valid reasons.
• Guests submit frequent complaints about misrepresentation or poor service.
• The Provider violates pricing or payment policies.
• The Provider engages in fraudulent activities or attempts to conduct transactions outside the platform.

Providers may voluntarily deactivate their account by providing written notice, provided that all pending obligations, including outstanding bookings, are honored.

11. Governing Law and Dispute Resolution

These Terms and Conditions shall be governed by the laws of Kenya. Any disputes between the Provider and the platform or guests shall be resolved through arbitration or in the appropriate courts.

By registering as a Stays Provider, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, and you commit to maintaining a high standard of service and guest satisfaction.

Terms and Conditions for Package Providers

These Terms and Conditions outline the rights, responsibilities, and obligations of Package Providers who list, manage, and offer bundled travel experiences through the platform. By registering as a Package Provider, you agree to adhere to these terms to ensure a professional, transparent, and secure booking experience for clients.

1. Registration and Compliance

Package Providers must complete the registration process by submitting accurate business details, including legal entity information (if applicable), valid contact details, and any necessary licenses or permits required for offering bundled travel services. Providers are responsible for ensuring compliance with all applicable local, national, and international travel and business laws, including consumer protection regulations, licensing for specific services (e.g., transportation, guided tours), and any insurance requirements.

The platform reserves the right to verify the authenticity of all submitted details and may request additional documentation such as travel agency licenses, liability insurance policies, or tax registration certificates. Failure to comply with legal requirements or providing misleading information may result in account suspension or termination.

2. Package Listings and Description Accuracy

Package Providers must ensure that all travel package listings contain complete, transparent, and accurate details. Each listing must include:

• A full itinerary detailing the included services, destinations, activities, and schedule.
• The pricing structure, specifying whether costs are per person, per group, or per booking.
• A breakdown of inclusions (e.g., accommodation, meals, transfers, guided tours, entrance fees).
• A clear list of exclusions (e.g., personal expenses, visa fees, travel insurance, gratuities).
• Accommodation details, including the type of lodging and amenities provided.
• Transportation details, including whether flights, transfers, or car rentals are included.
• Meal plan details, specifying whether full board, half board, or breakfast-only options are available.
• Group size limitations and whether the package is available for private or shared group bookings.
• Any required eligibility criteria, such as age restrictions, physical fitness requirements, or dress codes.
• Cancellation, modification, and refund policies.

Misrepresentation of package details, failure to meet the promised service level, or providing misleading photos and descriptions may result in penalties, including removal of the listing, financial compensation for affected guests, or permanent suspension from the platform.

3. Pricing, Payments, and Commission

All bookings for travel packages must be processed exclusively through the platform. Providers are prohibited from directing clients to external payment methods or charging undisclosed fees after the booking. The platform’s payment system will handle all transactions, and earnings will be disbursed according to the provider agreement, after deducting applicable commission fees.

The platform reserves the right to adjust commission rates, with prior notice given to Package Providers. Any attempt to manipulate pricing, conduct fraudulent bookings, or bypass the platform’s payment system may result in immediate account termination.

Providers must ensure that pricing is competitive and inclusive of all mandatory fees. Hidden charges or unexpected surcharges imposed on travelers after booking will be considered a breach of these terms.

4. Booking Confirmations, Cancellations, and Refunds

Package Providers must clearly define their booking confirmation process and cancellation policies within their listings. These policies must specify:

• The timeframe within which a client’s booking is confirmed after payment.
• The cancellation policy, detailing whether cancellations are eligible for full, partial, or no refunds.
• The deadline for clients to request booking modifications, such as date changes or participant adjustments.
• Refund policies in cases of force majeure, such as natural disasters, government restrictions, or pandemics.
• How refunds will be processed and the estimated timeframe for clients to receive refunds.

If a Package Provider cancels a confirmed booking due to unforeseen circumstances, they must notify clients immediately and offer a suitable alternative or a full refund. Frequent cancellations by a Provider without valid reasons may result in penalties, including listing suspension or account termination.

If a client disputes a package due to misrepresentation or failure to deliver the promised experience, the platform reserves the right to mediate and enforce refund or compensation policies accordingly.

5. Service Quality and Customer Satisfaction

Package Providers must ensure that all elements of their package offerings meet high-quality standards. This includes:

• Ensuring accommodations, transportation, and activities match the descriptions provided in the listing.
• Hiring qualified and professional guides, drivers, or staff involved in delivering the experience.
• Providing well-maintained transportation and ensuring safety compliance for all travel-related services.
• Offering timely customer support before, during, and after the trip to address concerns or emergencies.

Providers who receive consistently poor reviews, fail to meet quality expectations, or provide misleading information may be subject to penalties, including reduced visibility in search rankings, suspension, or permanent removal from the platform

6. Travel Documentation and Legal Requirements

Package Providers are responsible for ensuring that clients receive all necessary travel documents related to the package, including:

• Booking confirmations and itineraries.
• Vouchers for accommodations, tours, or transportation.
• Visa assistance information (if applicable).
• Health and safety advisories, including vaccination or testing requirements for specific destinations.

Providers must ensure that any regulatory or legal requirements, such as permits for national park visits, restricted-area permissions, or adventure activity waivers, are communicated to clients in advance.

Failure to comply with legal documentation requirements may result in penalties, legal claims, or removal from the platform

7. Customer Interaction and Support

Providers are responsible for maintaining professional and timely communication with clients. This includes responding to inquiries, providing pre-trip information, and offering support during the trip.

Providers must be available to address:

• Pre-booking inquiries regarding package details.
• Client concerns during the trip, such as itinerary adjustments or emergency assistance.
• Post-trip feedback and resolution of complaints.

All customer interactions must take place through the platform’s messaging system to ensure transparency. Providers may not solicit direct bookings outside the platform or request personal contact details from clients. Violations of this policy may lead to account suspension.

8. Dispute Resolution and Complaints

In case of disputes between a Package Provider and a client, the Provider must first attempt to resolve the issue through direct communication. If an issue remains unresolved, the platform may step in as a mediator and review the case based on evidence, including booking details, itinerary descriptions, and client communications.

The platform does not assume liability for disputes but will enforce resolutions based on its policies and fairness standards. Repeated customer complaints or failure to address disputes professionally may impact the Provider’s standing on the platform.

9. Insurance and Liability

Package Providers must ensure that they have adequate insurance coverage for all elements of their travel packages, including:

• Liability insurance for any injuries, damages, or accidents during the trip.
• Insurance coverage for transportation services, including vehicle safety and passenger protection.
• Any required insurance for adventure or high-risk activities.

The platform is not liable for accidents, injuries, theft, or any losses incurred by clients during a travel package. By listing on the platform, Providers agree to indemnify and hold the platform harmless from any legal claims arising from their services.

10. Termination and Policy Changes

The platform reserves the right to modify these Terms and Conditions at any time, with prior notice given to Providers. Continued use of the platform signifies acceptance of the updated terms.

The platform may suspend or terminate a Provider’s account if:

• The Provider consistently fails to deliver promised services.
• There are frequent guest complaints or unresolved disputes.
• The Provider engages in fraudulent or deceptive practices.
• The Provider attempts to bypass the platform’s payment system.

Providers may voluntarily deactivate their account by providing written notice, provided that all pending obligations, including outstanding bookings, are honored.

11. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by the laws of Kenya. Any legal disputes shall be resolved through arbitration or in the appropriate courts.

By registering as a Package Provider, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, and you commit to maintaining the highest standards of professionalism, service quality, and customer satisfaction.