Terms of Service

What Kwamua is (and isn't)

Kwamua is a marketplace that connects customers who need a service done - roadside help, home repairs, cleaning, and similar informal/skilled work - with independent providers who offer it. Kwamua introduces the two parties; it is not a party to the service they agree to. We don't perform the work ourselves, we don't guarantee a provider's work, and we're not responsible for what happens once a customer and provider agree to a job.

Accounts and eligibility

You must be 18 or older. When you sign up you confirm that, and that you accept these Terms and our Privacy Policy; we record when you did. Give accurate information, keep your login to yourself, and tell us if you think someone else is using your account. You are responsible for what happens under your account.

Providers are independent

Providers are independent businesses or individuals, not Kwamua employees, agents, or contractors. Kwamua doesn't set a provider's prices, doesn't direct how they do a job, doesn't provide their tools or vehicle, and doesn't guarantee them work. Verification (ID check) confirms identity - it is not a certification of a provider's skill, licensing, or safety record, and customers should exercise their own judgment.

Payments and fees

Kwamua charges two things, both through M-Pesa: a small contact-unlock fee (paid once for a booking by the person who wants the other's phone number revealed) and a subscription for providers to stay listed and receive requests.

The provider subscription is not charged automatically. You pay it yourself through M-Pesa for each period (currently every month, at the price shown in the app when you pay) and your listing continues until that period ends. If you do not pay again, your listing ends after a short grace period. We show the price before you pay.

If something goes wrong with a fee you paid (for example a provider cancels after you unlock contact), raise a dispute from the booking in the app or email [email protected]. We review each case and may refund the fee.

The price of the job itself is agreed directly between customer and provider, outside the app. Kwamua does not process, hold or take a cut of it and is not responsible for disputes over it.

Cancellations

Either side can cancel a booking before it's completed. Repeated last-minute cancellations may affect an account's standing or lead to suspension.

Rules of use

• No sharing contact information through chat to avoid the unlock fee - the automated filter that blocks this isn't something to work around
• No harassment, threats, or abusive behavior toward another user
• No fraudulent bookings, fake reviews, or misrepresenting your identity, qualifications, or a job's outcome
• Providers must not misrepresent their licensing, insurance, or qualifications

Violating these can lead to a warning, suspension, or account termination.

Chat and safety

Messages in a booking are stored and can be read by authorised Kwamua staff to resolve disputes, stop harassment and fraud, and respond to crimes or legal requests, as explained in the Privacy Policy. Do not share personal contact details in chat to avoid the unlock fee - the automatic filter blocks this, and trying to get around it breaks these Terms.

Reviews

Reviews must reflect a genuine experience with that booking. We may remove reviews that are fraudulent, abusive, or unrelated to the service provided.

Photos, reviews and other content you add

You keep ownership of what you upload (profile photo, ID document, reviews, messages). You give Adcoar Ltd a licence to store, process and show it inside Kwamua as needed to run the service - for example showing your profile photo to customers. Only upload pictures and text that you own or have permission to use, that are not illegal, and that do not show other people without their permission. We may remove content that breaks these Terms or someone else's rights.

If you believe something on Kwamua infringes your rights, email [email protected] with what it is and why. We will look into it and remove it where appropriate.

No warranty, limited liability

Kwamua is provided "as is." We don't guarantee a provider will be available, that a job will meet any particular standard, or that the app will be free of errors or interruptions.

To the fullest extent the law allows, Kwamua and Adcoar Ltd aren't liable for any damage, injury, loss, or dispute arising from a service performed by a provider, from a customer's conduct, or from a vehicle or property involved in a booking. Kwamua's total liability for any claim relating to the app is limited to the fees you paid Kwamua directly (contact-unlock or subscription fees) in the three months before the claim.

Ending an account

You can delete your account whenever you like: in the app under Profile > Delete my account, or by following kwamua.com/delete-account. You need to finish or cancel any open booking first. Deleting removes your personal details as described in the Privacy Policy; some records (past bookings without your name, and payment records) are kept for the reasons given there.

We can suspend or end an account that breaks these Terms, poses a safety risk or is involved in fraud.

Changes to these Terms

If we change these Terms in a way that matters, we will tell you in the app first and may ask you to accept the new version.

Governing law

These terms are governed by the laws of Kenya, and any dispute is subject to the jurisdiction of the courts of Kenya.

Contact

Adcoar Ltd, operating Kwamua. Email: [email protected].