Terms & Conditions

1. Agreement and Acceptance

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and Mashughuli Limited ("Mashughuli," "we," "us," or "our"), a company incorporated under the laws of Kenya.

By accessing or using the Mashughuli platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not use our services.

2. Service Description

2.1 Platform Overview

Mashughuli operates an online marketplace that connects individuals and businesses ("Requesters") who need errands completed with service providers ("Runners") who can complete those tasks.

2.2 Services Offered

• Delivery services (documents, packages, groceries)
• Personal shopping and procurement
• Queue services and form submissions
• Event assistance and coordination
• Professional services (plumbing, electrical, cleaning)
• Transportation and logistics

2.3 Platform Role

Mashughuli acts as an intermediary platform only. We do not directly provide errand services but facilitate connections between users. Individual transactions are conducted between Requesters and Runners.

3. User Accounts and Registration

3.1 Account Creation

• Provide accurate, current, and complete information
• Maintain the security of your account credentials
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorized access

3.2 Verification Requirements

To ensure safety and comply with Kenyan regulations, we may require:

• Government-issued ID verification (National ID, Passport)
• Phone number verification via SMS
• Email address confirmation
• Address verification for certain services
• Financial information for payment processing

3.3 Account Suspension and Termination

We reserve the right to suspend or terminate accounts for violations of these Terms, illegal activity, or behavior that compromises platform safety and integrity.

4. User Responsibilities and Conduct

4.1 Prohibited Activities

Users must not:

• Engage in illegal activities or request illegal services
• Transport or handle dangerous, illegal, or prohibited items
• Provide false information or impersonate others
• Harass, threaten, or discriminate against other users
• Attempt to circumvent platform fees or payment systems
• Use the platform for commercial activities without authorization
• Violate intellectual property rights
• Interfere with platform operations or security

4.2 Service Standards

5. Payments and Fees

5.1 Payment Processing

• Payments are processed through M-Pesa, bank transfers, and other authorized methods
• Funds are held in escrow until task completion and acceptance
• Refunds are processed according to our refund policy
• All payments are subject to applicable Kenyan taxes

5.2 Platform Fees

5.3 Taxation

Users are responsible for understanding and complying with Kenyan tax obligations, including:

• Income tax on earnings from platform activities
• VAT obligations for applicable services
• Business registration requirements for commercial users

6. Liability and Insurance

6.1 Platform Liability

Mashughuli operates as an intermediary platform. While we strive to facilitate safe transactions, we cannot guarantee the quality, safety, legality, or timeliness of services provided by users.

6.2 User Liability

• Users are responsible for their own actions and interactions
• Requesters are liable for providing safe working conditions
• Runners are liable for proper handling of entrusted items
• Both parties must comply with applicable laws and regulations

6.3 Insurance Coverage

7. Dispute Resolution

7.1 Internal Resolution

1. Direct communication between parties
2. Platform-mediated dispute resolution
3. Customer support intervention
4. Formal complaint process

7.2 Legal Jurisdiction

These Terms are governed by Kenyan law. Any disputes that cannot be resolved through our internal process shall be subject to the jurisdiction of Kenyan courts.

7.3 Alternative Dispute Resolution

For commercial disputes exceeding KES 50,000, parties may elect binding arbitration under the Arbitration Act, 1995 of Kenya before resorting to court proceedings.

8. Intellectual Property

8.1 Platform Rights

The Mashughuli platform, including its design, functionality, content, and trademarks, is owned by Mashughuli Limited and protected under Kenyan intellectual property laws.

8.2 User Content

• Users retain ownership of content they create
• Users grant Mashughuli a license to use content for platform operations
• Users must not infringe on others' intellectual property rights
• We respond to valid DMCA and similar takedown requests

9. Data Protection and Privacy

Your privacy and personal data protection are important to us. Our data handling practices are detailed in our Privacy Policy, which complies with Kenya's Data Protection Act, 2019.

10. Service Modifications and Availability

10.1 Service Changes

We reserve the right to modify, suspend, or discontinue any aspect of our service with reasonable notice. Significant changes affecting user rights will be communicated at least 30 days in advance.

10.2 Service Availability

• We strive for 99.5% uptime but cannot guarantee uninterrupted service
• Maintenance windows will be announced in advance when possible
• Emergency maintenance may occur without prior notice
• Service may be temporarily unavailable due to technical issues

11. Termination

11.1 User Termination

You may terminate your account at any time by following the account deletion process in your settings. Outstanding obligations must be fulfilled before termination.

11.2 Platform Termination

We may terminate or suspend your account immediately for:

• Violation of these Terms
• Illegal or fraudulent activity
• Threat to platform integrity or user safety
• Non-payment of fees
• Extended account inactivity

11.3 Effect of Termination

Upon termination, your access to the platform ceases, but these Terms remain in effect for completed transactions and ongoing obligations.

12. Governing Law and Legal Compliance

12.1 Applicable Law

These Terms are governed by and construed in accordance with the laws of Kenya, including but not limited to:

• Constitution of Kenya, 2010
• Consumer Protection Act, 2012
• Data Protection Act, 2019
• Employment Act, 2007
• Competition Act, 2010

12.2 Regulatory Compliance

Mashughuli is committed to complying with all applicable Kenyan regulations and may cooperate with government authorities as required by law.

13. Miscellaneous Provisions

14. Contact Information