Terms and Conditions

Welcome to Vuno Kejani, Kenya's premier house and hostel hunting platform connecting clients with local agents across the country. These Terms and Conditions ("Terms") govern your use of our website, mobile application, and services (collectively, the "Platform").

By accessing or using the Platform, you agree to be bound by these Terms and our Privacy Policy. If you disagree with any part of these Terms, you may not access the Platform.

1. Definitions

• "Platform" refers to Vuno Kejani website, mobile application, and all services offered.
• "Client" refers to any person who uses the Platform to request house or hostel hunting services.
• "Agent" refers to a registered Vuno Kejani agent who provides house hunting services in assigned territories (maximum 15 per county).
• "Landlord/Caretaker/Agency" refers to property owners or managers who list properties on the Platform.
• "Service Fee" means the 10% fee paid by Clients for house hunting services.
• "Territory" means the specific neighborhoods or institutions assigned exclusively to an agent.
• "Institution" refers to universities, colleges, or schools for hostel hunting services.

2. Platform Roles

Vuno Kejani operates as a three-sided marketplace connecting:

3. Agent Network (15 per County)

3.1 Territory Assignment

Vuno Kejani operates a structured agent network with the following principles:

• Maximum 15 agents per county across Kenya
• Each agent receives an equal number of neighborhoods or institutions within their county
• Territories are exclusive - no other agent can operate in assigned areas
• Agents cover both residential houses and hostels near institutions
• Territory assignments are final and may only be changed by mutual agreement or platform review

3.2 Agent Obligations

• Provide accurate National ID and KRA PIN for verification
• Maintain professional conduct when interacting with clients and landlords
• Update property listings within 48 hours of new vacancies
• Respond to client messages within 2 hours during working hours
• Declare expenses truthfully when completing assignments
• Never solicit payments outside the Vuno Kejani platform

3.3 Independent Contractor Status

Agents are independent contractors, not employees of Vuno Kejani Ltd. Agents are responsible for their own taxes, insurance, and expenses. Vuno Kejani provides the platform and client leads but does not supervise the day-to-day activities of agents.

4. Client Terms

4.1 Service Request

When a Client requests house or hostel hunting services:

• The Client pays a 10% service fee based on their property budget
• The Client is automatically assigned to the agent who owns the territory (specific neighborhood or institution)
• The Client can chat directly with their assigned agent through the Platform
• The agent uses the funds to conduct the physical search and add properties to the database

4.2 Client Obligations

• Provide accurate information about property preferences and budget
• Respond to agent communications in a timely manner
• Treat agents and landlords with respect
• Complete all payments through the Platform's M-PESA integration
• Never bypass the Platform to deal directly with agents or landlords

4.3 Service Fee Refund Policy

The service fee is non-refundable once the agent has commenced work, except in these cases:

• Agent fails to respond within 48 hours of assignment
• Agent is found to have misrepresented themselves or their territory
• Technical error resulting in duplicate payments

Refund requests must be submitted within 7 days of payment via enquiry@vuno.co.ke.

5. Landlord/Agency Terms

5.1 Property Listings

• Landlords must provide accurate and current property information
• Photos must be genuine and represent the actual property
• All material defects must be disclosed
• Listings must be updated or removed when properties are no longer available
• Institutions listing hostels must verify their association with the named institution

5.2 Prohibited Listings

You may not list properties that:

• You do not have legal authority to rent or sell
• Are illegal, unsafe, or violate zoning laws
• Discriminate against protected classes
• Contain false or misleading information

5.3 Agent Collaboration

Landlords agree to work with Vuno Kejani agents who bring qualified clients. Agents are verified and trained professionals who will:

• Respect property viewing schedules
• Communicate client feedback professionally
• Never misrepresent the property to clients

6. Payments & M-PESA Integration

6.1 Payment Processing

• All payments are processed through Safaricom M-PESA API
• Clients receive an STK push on their registered phone number
• Payment is instant and automatically recorded in the system
• Agents withdraw their earnings directly to their personal M-PESA
• Withdrawals are processed within 24 hours of job completion

6.2 Transaction Records

All transactions are recorded and available in the user dashboard:

• Clients can view payment history and receipts
• Agents can track earnings, expenses, and withdrawals
• Landlords can see which properties generated inquiries

6.3 No Cash Payments

7. Profit Share Model (50/50)

7.1 Calculation

For each completed job, the financial split works as follows:

1. Gross Service Fee: Amount paid by client
2. Less: Expenses: Agent's field costs (transport, airtime, data, etc.) declared and verified
3. Net Profit: Remaining amount after expenses
4. 50/50 Split: Net profit divided equally between Vuno Kejani and the agent
5. Agent Payout: Agent receives their 50% share PLUS reimbursement of expenses

Example:

• Client pays: KES 5,000
• Agent expenses: KES 1,000 (transport, data)
• Net profit: KES 4,000
• Vuno Kejani share: KES 2,000
• Agent share: KES 2,000
• Agent total payout: KES 3,000 (2,000 profit + 1,000 expenses)

7.2 Expense Declaration

Agents must declare expenses truthfully. Vuno Kejani may:

• Request receipts or proof of expenses
• Set maximum expense caps per county
• Audit expense claims randomly
• Adjust future expense limits based on patterns

8. Chat & Communication

8.1 Platform Communication

All communication between Clients and Agents must occur through the Platform's chat system. This ensures:

• Record of all communications for dispute resolution
• Privacy protection (phone numbers are masked)
• Quality monitoring to ensure professional conduct
• Automatic territory verification

8.2 Prohibited Communications

Users may not:

• Share personal phone numbers to bypass the Platform
• Request payments outside the Platform
• Harass, threaten, or intimidate other users
• Send unsolicited marketing messages

8.3 Response Times

• Agents: Must respond to client messages within 2 hours during working hours (8 AM - 8 PM)
• Clients: Should respond to agent inquiries promptly to avoid delays
• Landlords: Should respond to viewing requests within 24 hours

9. Dispute Resolution

9.1 Dispute Process

1. Step 1: Attempt to resolve directly with the other party through Platform chat
2. Step 2: If unresolved, submit a dispute via disputes@vuno.co.ke with relevant evidence
3. Step 3: Vuno Kejani will review within 3 business days
4. Step 4: Decision communicated to both parties

9.2 Common Disputes

• Agent did not respond: Client may request reassignment or refund
• Property misrepresentation: Evidence required; agent may face suspension
• Expense disputes: Receipts and GPS data may be reviewed
• Payment issues: Transaction IDs will be traced

9.3 Governing Law

These Terms shall be governed by the laws of Kenya. Any disputes not resolved through internal process shall be subject to the exclusive jurisdiction of the courts of Kenya.

10. Termination

10.1 User Termination

Users may terminate their account at any time by contacting enquiry@vuno.co.ke. Outstanding obligations must be fulfilled before termination.

10.2 Platform Termination

Vuno Kejani may suspend or terminate access for:

• Violation of these Terms
• Fraudulent or illegal activity
• Harassment of other users
• Extended inactivity (over 12 months)
• Attempts to bypass Platform payments

10.3 Agent Termination

Agents may be terminated for:

• Repeated poor client feedback
• Failure to respond to clients
• Misrepresentation of properties
• Territory violations (operating outside assigned area)
• Expense fraud

Terminated agents forfeit their exclusive territory assignment.

11. Limitation of Liability

To the maximum extent permitted by law, Vuno Kejani Ltd shall not be liable for:

• Property disputes: Any issues between Clients, Agents, and Landlords regarding property condition, pricing, or agreements
• Financial losses: Loss of profits, data, or business opportunities
• Agent conduct: Actions or omissions of independent contractor agents
• Third-party services: Issues with M-PESA, internet connectivity, or other third-party services
• Indirect damages: Any indirect, incidental, or consequential damages

12. Modifications to Terms

We reserve the right to modify these Terms at any time. Material changes will be notified via:

• Email notification to registered users
• Platform announcement
• Updated effective date on this page

Continued use of the Platform after changes constitutes acceptance of the modified Terms.

13. Contact Information

By using Vuno Kejani, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

© 2026 Vuno Kejani Ltd. All rights reserved.