Terms of Service

These Terms of Service ("Terms") govern your access to and use of the SafiLink mobile app and website (the "Service"), operated by Miano Software Solutions ("SafiLink", "we", "us"). By creating an account or using the Service, you agree to these Terms.

1. Eligibility

You must be at least 18 years old and able to form a binding contract to use SafiLink. Service providers must complete identity verification, including ID document and selfie face-match review, before accepting any jobs.

2. Accounts

You're responsible for keeping your login details secure and for all activity under your account. Let us know immediately at support@safilink.co.ke if you suspect unauthorized use.

3. The role of SafiLink

SafiLink is a marketplace that connects clients seeking home services with independent service providers. Providers are not employees of SafiLink or Miano Software Solutions. SafiLink facilitates booking, payment, and communication, but the service itself is performed by the provider.

4. Bookings and pricing

Prices shown in the app are calculated based on service type, property details, location, and demand, and are displayed in Kenyan Shillings (KES) before you confirm a booking. By booking a service, you agree to pay the total shown, including any applicable service fee.

5. Payments and escrow

• Payments are collected via M-Pesa STK Push at the time of booking.
• Funds are held in escrow by SafiLink until the client confirms the job has been completed satisfactorily.
• Providers may withdraw confirmed earnings to M-Pesa from their in-app wallet.
• SafiLink deducts a service fee from each completed transaction, disclosed before booking.

6. Cancellations and disputes

Either party may raise a dispute before funds are released if a job was not completed as agreed. SafiLink will review disputes in good faith and may withhold, release, or partially release escrowed funds based on its findings. Repeated or fraudulent disputes may result in account suspension.

7. Provider obligations

• Complete and maintain accurate verification information, including a valid next-of-kin contact.
• Perform booked services professionally, safely, and in line with the job description.
• Only accept jobs within the service categories you're verified for.
• Not request or accept payment outside the SafiLink platform for jobs booked through the app.

8. Client obligations

• Provide accurate booking details and safe access for the provider to perform the service.
• Treat providers respectfully and refrain from any abusive or unsafe conduct.
• Confirm job completion promptly and in good faith once work is satisfactorily done.

9. Prohibited conduct

You may not use SafiLink to: circumvent identity verification; harass, threaten, or discriminate against another user; attempt to arrange payment outside the app to avoid fees; submit false information or documents; or otherwise misuse the Service in a way that compromises safety or trust on the platform.

10. Ratings and trust scores

SafiLink calculates provider trust scores from completed jobs, ratings, and platform behavior. These scores are shown to help clients make informed decisions and may affect a provider's visibility on the platform.

11. Account suspension and termination

We may suspend or terminate accounts that violate these Terms, pose a safety risk, or engage in fraudulent activity. You may close your account at any time by contacting support@safilink.co.ke.

12. Limitation of liability

SafiLink facilitates connections between clients and providers but does not guarantee the quality of services performed. To the fullest extent permitted by law, Miano Software Solutions is not liable for indirect, incidental, or consequential damages arising from use of the Service. Nothing in these Terms limits liability that cannot be excluded under Kenyan law.

13. Governing law

These Terms are governed by the laws of the Republic of Kenya. Any disputes arising from these Terms or use of the Service will be subject to the exclusive jurisdiction of the courts of Kenya.

14. Changes to these Terms

We may update these Terms from time to time. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

15. Contact

Questions about these Terms can be sent to info@safilink.co.ke or 0785 558 088.

These Terms are provided as a general reference ahead of SafiLink's public launch and should be reviewed by qualified legal counsel before go-live to ensure full compliance with applicable law.