The deal between us.

1. ACCEPTANCE OF TERMS

By accessing or using the Vizuri platform (website, mobile app, or any Vizuri service), you agree to these Terms of Service and all applicable laws and regulations in the Republic of Kenya.

If you do not agree to abide by these Terms, you may not use this service.

2. USE LICENSE

Permission is granted to:

• Temporarily download content from Vizuri for personal, non-commercial, and transactional purposes
• Use Vizuri to book and complete legitimate home services

Prohibited actions:

• Copying or reproducing content for purposes other than booking services
• Modifying, distributing, or transmitting any content
• Using automated tools to access Vizuri (bots, scrapers, etc.)
• Attempting to gain unauthorized access to Vizuri systems
• Harassing, threatening, or abusing any user
• Posting false, misleading, or fraudulent information
• Engaging in any illegal activity through Vizuri

3. ACCOUNT CREATION & RESPONSIBILITY

Your Responsibility

When you create a Vizuri account, you agree to:

• Provide accurate, truthful information about yourself
• Keep your password confidential
• Accept full responsibility for all activity under your account
• Notify us immediately of unauthorized access or breach

Account Security

You are responsible for maintaining the confidentiality of your account information. You are liable for all activities that occur under your account, including unauthorized access.

Vizuri cannot and will not be liable for any loss or damage resulting from:

• Your failure to protect your password
• Sharing your account with others
• Unauthorized access to your account (unless caused by Vizuri's negligence)

Account Eligibility

To use Vizuri:

• You must be 18 years or older
• You must be a Kenya resident or have valid authorization to work/hire services in Kenya
• You must provide true identity information
• You cannot have been previously banned from Vizuri

4. CONTRACTOR REQUIREMENTS & VERIFICATION

Verification Process

All contractors on Vizuri must:

1. Provide a valid government-issued ID (national ID, passport, or work permit)
2. Pass identity verification (selfie matching government ID)
3. Consent to background checks
4. Pass admin review before becoming active

Contractor Obligations

As a contractor on Vizuri, you agree to:

Quality & Professionalism

• Perform work to professional standards
• Complete jobs as agreed in the job description
• Arrive on time or notify the customer with advance notice
• Treat customers' homes with respect
• Not engage in illegal activity

Honesty

• Not misrepresent your skills or qualifications
• Not lie about your availability
• Not cancel jobs without legitimate reason
• Respond to customer messages honestly

No Discrimination

• Accept jobs without discrimination based on race, gender, religion, disability, or national origin
• Treat all customers with respect regardless of background

Safety

• Use safe practices while working
• Not damage customer property
• Not steal or take anything from customer property
• Not engage in threatening or abusive behavior

Contractor Removal

Vizuri may suspend or remove a contractor for:

• Providing false information during verification
• Multiple job cancellations (>3 cancellations = 24-hour suspension, >5 = removal)
• Rating below 3.5 stars (after 20+ jobs)
• Customer safety complaints
• Illegal activity
• Violating these Terms

5. CUSTOMER REQUIREMENTS & RESPONSIBILITIES

As a customer using Vizuri, you agree to:

Accuracy

• Describe your job accurately and completely
• Provide clear instructions about what you need
• Be available or arrange access to your home/property
• Confirm the job is complete before finalizing payment

Respect

• Treat contractors professionally
• Not engage in harassment or abuse
• Not make false claims about work quality
• Not attempt to circumvent the platform (exchange contact info to hire privately)

Payment

• You are responsible for payment once you book
• Payment is non-refundable after contractor arrives (unless dispute is filed)
• You may cancel for free before contractor accepts
• Cancellation fees apply after contractor accepts (see section 8)

6. PAYMENT & ESCROW

How Payment Works

1. You authorize M-Pesa payment when you book
2. Vizuri holds your payment in secure escrow (not given to contractor)
3. Contractor arrives and does work
4. You inspect and confirm job is complete
5. You release payment to contractor
6. Contractor receives payment via M-Pesa (usually within 1 hour)
7. You rate the contractor

Payment Processing

• All payments are processed through M-Pesa (SafariCom licensed provider)
• Vizuri does not hold customer funds—M-Pesa holds escrow
• Payments are final once released by customer
• Refunds are processed within 24-48 hours if approved

Pricing

• Customers see the final price before booking
• No hidden fees or surprise costs
• Contractors quote their own rates
• Customers and contractors can negotiate

Commission

Vizuri takes 15% commission on completed jobs. This is deducted from contractor payment:

• Customer pays KSh X
• Vizuri takes KSh X × 15%
• Contractor receives KSh X × 85%

7. RATINGS & REVIEWS

How Ratings Work

• Customers rate contractors 1-5 stars after job completion
• Contractors rate customers 1-5 stars after job completion
• Ratings are visible to all platform users
• All ratings are permanent (cannot be deleted)

Honest Reviews

• Ratings must be based on actual experience
• Fake, fraudulent, or malicious ratings violate these Terms
• Vizuri may remove false ratings at our discretion
• Rating lower than warranted or higher than warranted to manipulate may result in account suspension

No Review Removal

Ratings cannot be removed. If you disagree with a rating, you can:

• Reply with your side of the story
• Contact support to report false information
• Request review if rating violates our policies

8. CANCELLATIONS & REFUNDS

Customer Cancellations

Contractor Cancellations

• Contractor cancellation: Customer gets 100% refund
• Contractor may be suspended for excessive cancellations
• 3+ cancellations = 24-hour suspension
• 5+ cancellations = removal from platform

No-Shows

Contractor no-show:

• Customer gets 100% refund
• Contractor's rating is negatively impacted
• Contractor may be suspended

Customer no-show:

• After contractor arrives, contractor may mark job incomplete
• Customer may be liable for contractor's time

9. DISPUTES & RESOLUTION

Filing a Dispute

If something goes wrong with a job:

1. Report within 24 hours — Include photos/evidence
2. Describe the problem — What went wrong?
3. Provide evidence — Photos, messages, etc.
4. Wait for investigation — Vizuri team will review

Dispute Resolution

Vizuri will investigate and resolve by:

• Most common: Contractor comes back and fixes the work free (protects their rating)
• Alternative 1: Vizuri refunds customer (contractor's rating reflects the issue)
• Alternative 2: Partial refund or credit for future services

Resolution time: Usually 24-48 hours

What Qualifies for Dispute

• Work not done as described in job
• Visible poor quality work
• Safety hazard caused by contractor
• Damage to customer property
• Contractor didn't show up (no-show)
• Work incomplete

What Does NOT Qualify

• Customer changed their mind
• Job took longer than expected
• Customer dispute with pricing (price was agreed beforehand)
• Subjective disagreement about quality (unless egregious)

10. INTELLECTUAL PROPERTY

Content You Own

You retain ownership of all content you create on Vizuri:

• Your photos of jobs
• Your reviews and ratings
• Your messages to contractors

Content You Grant Us Permission To Use

By using Vizuri, you grant us permission to:

• Use your reviews in marketing (with your name, unless you opt out)
• Display your photos on your contractor/customer profile
• Analyze your data to improve our platform
• Share anonymized data with partners

Vizuri Owns

Vizuri owns:

• The Vizuri platform design and code
• The Vizuri logo and branding
• All system content and documentation

11. LIABILITY & DISCLAIMERS

Vizuri's Liability

Vizuri is a platform connecting customers with contractors. We:

• Verify contractors with background checks
• Hold customer payments safely in escrow
• Provide dispute resolution
• Remove contractors who violate Terms

What Vizuri Is NOT Responsible For

Vizuri is not responsible for:

• Contractor work quality (unless clearly violating Terms)
• Contractor damage to property (contractor is responsible)
• Contractor theft (this is illegal and prosecutable)
• Work taking longer than expected
• Unforeseen complications (contractor should communicate)
• Natural disasters or acts of God

Contractor as Independent Contractor

• Contractors are independent contractors, not Vizuri employees
• Contractors set their own rates
• Contractors choose which jobs to accept
• Contractors are responsible for their own insurance, taxes, and legal compliance
• Contractors are responsible for their work quality and customer interactions

12. SAFETY & PROHIBITED CONDUCT

Vizuri Is NOT Responsible For

We verify contractors, but Vizuri cannot guarantee:

• No contractor will ever commit theft or damage
• No contractor will be dishonest
• All background checks will catch all problems
• No fraud will occur on the platform

You use Vizuri at your own risk. Take precautions:

• Verify you know who is entering your home
• Keep valuables out of sight
• Have someone present when work is happening
• Take photos before/after
• Trust your instincts—if something feels wrong, cancel

Prohibited Conduct

You cannot use Vizuri to:

• Engage in illegal activity (theft, violence, threats)
• Discriminate based on race, gender, religion, disability
• Sexually harass or abuse anyone
• Defraud or deceive anyone
• Damage property intentionally
• Pose as someone else
• Create fake accounts

Violations result in permanent ban and may result in legal action.

13. DATA & PRIVACY

For complete information on how we collect, use, and protect your data, see our Privacy Policy (separate document).

In short:

• We collect data necessary to provide service (name, phone, location, payment)
• We use your data only to connect you with contractors and improve our service
• We do not sell your data
• Your data is protected with encryption and security measures
• We comply with Kenya's Data Protection Act, 2019

14. CHANGES TO TERMS

Vizuri may change these Terms at any time. We will:

• Notify users of major changes via email
• Post changes on the Vizuri website
• Update the "Effective Date" at the top

Your continued use of Vizuri after changes means you accept the new Terms.

15. GOVERNING LAW

These Terms are governed by the laws of the Republic of Kenya. Any disputes will be resolved:

1. First through Vizuri's dispute resolution process
2. If unresolved, through Kenya's courts

By using Vizuri, you agree to submit to the jurisdiction of Kenyan courts.

16. CONTACT US

If you have questions about these Terms:

Email: legal@vizuri.app Address: Nairobi, Kenya

We respond to all inquiries within 24-48 hours.

17. ENTIRE AGREEMENT

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Vizuri regarding your use of the platform.

If any part of these Terms is found to be unenforceable, that part will be removed and the rest will remain in effect.

Thank you for trusting Vizuri. We take your safety and satisfaction seriously.