1. The Platform

Amkay Service Hub KE is a digital marketplace that connects customers with verified cleaning and moving service providers in Kenya. Amkay acts as an intermediary and is not the direct provider of cleaning or moving services.

2. Eligibility

• You must be at least 18 years of age
• You must provide accurate and truthful registration information
• One account per person — sharing accounts is prohibited
• Providers must be legally permitted to offer services in Kenya

3. Customer Responsibilities

• Provide accurate service location and instructions
• Ensure the service area is safe and accessible for the provider
• Be present or arrange access at the scheduled time
• Pay the agreed amount through the platform
• Treat providers respectfully and professionally

4. Provider Responsibilities

• Maintain valid verification documents at all times
• Arrive punctually and deliver services as described
• Treat customer property with care and respect
• Communicate promptly through the platform
• Not solicit customers to transact outside the platform

5. Platform Commission

6. Prohibited Conduct

• Circumventing the platform to transact directly with providers or customers
• Creating fake reviews or manipulating ratings
• Providing false information during registration or verification
• Harassment, abuse, or threatening behaviour
• Using the platform for any unlawful purpose

7. Limitation of Liability

Amkay is not liable for property damage, theft, injury, or other incidents that occur during service delivery. Providers are independent contractors, not employees of Amkay. Amkay's maximum liability in any dispute is limited to the booking value.

8. Account Termination

Amkay reserves the right to suspend or terminate accounts that violate these terms, receive repeated serious complaints, or engage in fraud. Terminated providers forfeit any pending bookings.

9. Changes to Terms

We may update these terms from time to time. Continued use of the platform after changes constitutes acceptance. We will notify users of material changes via email.

10. Governing Law

These terms are governed by the laws of Kenya. Any disputes shall be resolved in the courts of Nairobi, Kenya.

1. Customer Cancellations

• Customers are eligible for a refund of the commitment fee only if the cancellation is made at least 48 hours before the scheduled booking time.
• Cancellations made less than 48 hours before the booking are not eligible for a refund.

2. Provider Cancellations

• If the service provider cancels the booking, the customer will receive a full refund of the commitment fee. Refunds will be processed to M-Pesa within 3–5 business days.
• If the service provider fails to attend the booking without prior cancellation, the customer is eligible for a full refund of the commitment fee.
• Providers who repeatedly cancel may be suspended from the platform

3. Service Quality Issues

If you are dissatisfied with a completed service:

• Raise a complaint through your dashboard within 24 hours of service completion
• Provide photos, description, and evidence of the issue where possible
• Amkay will investigate and mediate within 3 business days

4. M-Pesa Refunds

All approved refunds are sent to the M-Pesa number used for the original payment. Processing takes 3–5 business days after approval. Amkay's 10% platform commission is non-refundable once a service has been delivered.

5. Disputed Transactions

For M-Pesa transaction disputes, contact us at info@amkayservicehub.co.ke with your M-Pesa receipt number and booking reference. We will resolve within 5 business days.

6. How to Cancel

Log into your dashboard → My Bookings → Select the booking → Cancel. Or contact us via WhatsApp at +254 142 599 281 for urgent cancellations.

1. Verification Requirements

• Valid National ID or Passport — must be current
• Professional certificate where applicable (cleaning, moving)
• Active M-Pesa number for receiving payouts
• Profile photo and accurate service description

2. Service Standards

• Arrive on time — notify the customer and Amkay if delayed by more than 15 minutes
• Bring all necessary tools and materials unless agreed otherwise with the customer
• Follow Amkay's service SOPs for cleaning and moving
• Obtain customer sign-off upon job completion

3. Payout Structure

4. Customer Conduct

• Never request or accept payments outside the Amkay platform
• Do not share customer contact details or addresses with third parties
• Report any unsafe situations immediately to Amkay support
• Maintain confidentiality about customer households and business premises

5. Consequences of Violations

• First offence: Warning and mandatory review
• Second offence: Temporary suspension (7–30 days)
• Third offence / Serious violation: Permanent removal from the platform
• Fraud or theft: Immediate removal and reporting to authorities

6. Independent Contractor Status

Providers are independent contractors, not employees of Amkay. You are responsible for your own taxes, insurance, and legal compliance with Kenyan law.

1. Legal Basis for Processing

• Contract performance: Processing necessary to deliver the service you have booked
• Legitimate interests: Platform security, fraud prevention, service improvement
• Legal obligation: Financial records, tax compliance, law enforcement requests
• Consent: Marketing communications (opt-in only)

2. Your Rights Under Kenyan Law

• Right of access: Request a copy of your personal data
• Right to rectification: Correct inaccurate data
• Right to erasure: Delete your data (subject to legal retention requirements)
• Right to object: Object to certain types of processing
• Right to data portability: Receive your data in a structured format

3. Provider Document Security

National ID and passport documents uploaded by providers are stored in private, encrypted storage. They are accessible only to authorised Amkay verification staff and are never shared publicly or with customers.

4. M-Pesa Data

M-Pesa transaction data is processed by Safaricom. Amkay stores only the transaction reference number and confirmation status. We never store M-Pesa PINs, card numbers, or full financial account details.

5. Cross-Border Transfers

Your data is processed and stored within Kenya. Any international transfers (e.g., email delivery services) comply with the Data Protection Act's transfer provisions.

6. Contact the Data Controller

To exercise your rights or for data protection enquiries:
Email: privacy@amkayservicehub.co.ke
Address: Amkay Service Hub KE, Nairobi, Kenya