Terms & Conditions

1. About These Terms

These Terms & Conditions govern the use of services provided by WUHZA Concierge & Errand Services - Kenya ("WUHZA," "we," "us," or "our"), based at The Junction Mall, Ngong Road, Nairobi, Kenya. By requesting, booking, or making use of any service we offer, you ("the client") agree to be bound by these terms.

2. Our Services

WUHZA provides Car Services, Home Services, Office Services, Facility/Company Services, Gated Community / Estates / Villas Services, Pet Concierge, Errand Services, Concierge Services, Travel & Transport, Event Coordination, Logistics & Delivery, and WUHZA Monthly Support Plans across Nairobi and, where agreed, countrywide. The specific scope of each service is as described on our website or as confirmed with you directly by our team at the time of booking.

Monthly Support Plans are recurring packages for agreed services such as concierge and errands, home support, office support, facility management, and personal assistance. The package price, included scope, service limits, response expectations, start date, and billing cycle will be confirmed in writing before the plan begins.

Gated Community / Estates / Villas Services may include visitor and gate access coordination, resident deliveries, estate security and CCTV coordination, housekeeping, compound maintenance, repairs, move-in or move-out coordination, vacant-property check-ins, waste collection, and private event support. Access arrangements and estate rules must be confirmed by the client or authorised property representative before work begins.

We reserve the right to decline any request that is unsafe, illegal, or outside the scope of services we reasonably offer.

3. Booking & Confirmation

Booking-form acceptance. When you tick the acceptance box and submit a booking or service request, you confirm that you have read and accepted these booking, pricing, cancellation, privacy, vendor, liability, and conflict-resolution terms. Standard listed-service pricing applies to the stated scope; vendor-based or “On enquiry” requests require a separate quotation.

A request submitted through our website booking form, WhatsApp, or by phone is not automatically confirmed for timing or availability. Our dispatch team will contact you — by call or WhatsApp — within approximately 5 minutes to confirm the scope, timing, and availability. The listed price applies to standard services; vendor-dependent prices are quoted before that vendor service proceeds.

The 5-minute response time is a target based on normal operating conditions, not a guarantee, and may vary outside business hours or during periods of high demand. For urgent requests, calling or WhatsApping us directly at +254 714 816 648 will always be faster than the website form — we handle the request exactly as instructed once confirmed.

Submitting a booking form does not guarantee a particular result, time, or vendor until WUHZA confirms the request. The listed price applies to the stated standard scope. We may ask for clarification or decline a request that cannot reasonably be completed.

During an active task, the assigned service provider may share progress updates and, where agreed and technically available, live location information with the client. For errands this is usually a runner; for transport it is usually a driver; vendor-coordinated services may use a vendor. Live location is an operational aid, not a guarantee of an exact arrival time or route.

4. Pricing & Payment

Prices listed on our website apply to the stated standard scope. A separate quotation is needed only where the request depends on a third-party vendor or provider, is marked "On enquiry," involves goods or expenses whose cost is not yet known, or requires a change to the agreed scope. Vendor-dependent prices will be quoted before that vendor service proceeds.

For distance-based services, the total uses the applicable road distance and the published rate. The map preview helps identify the request; the displayed distance and calculated total are the booking price for the selected standard scope.

• Standard one-off bookings: a 30% deposit is due when the booking is confirmed, and the remaining 70% balance is paid directly to the assigned service provider when the job is completed, either in cash or by M-Pesa. For errands this is usually the runner; for transport it is usually the driver. The deposit is automatically refundable if the client cancels within 10 minutes of booking; after 10 minutes, the deposit is non-refundable, subject to any rights that cannot lawfully be excluded.
• Vendor-based services: no deposit or payment is collected when the inquiry is submitted. WUHZA will match a vendor and send a quotation. Payment becomes due only after the client accepts the quotation, under the payment instructions in that quotation.
• Monthly Support Plans are billed at the agreed monthly rate, normally in advance of the service period. Any included hours, visits, response times, exclusions, minimum commitment, renewal, and notice period will be stated in the plan confirmation or invoice.
• The current published Monthly Support Plan rates are KES 35,000/month for the concierge and errand retainer, KES 35,000/month for the home support package, KES 45,000/month for the office support package, and KES 60,000/month for facility management and personal assistant packages. A written quotation or plan confirmation takes priority where the scope differs.
• For services involving the purchase of goods on your behalf (e.g. grocery runs, sourcing or buying on behalf, gift sourcing, kitchen equipment, or office supplies), the cost of goods is in addition to our service fee and should be provided or reimbursed as agreed before or at the time of the errand.
• For car hire, the rental start and return dates provided at booking form the basis of the quoted price — extending the rental period beyond the agreed return date may incur additional charges.
• The 70% completion balance is paid directly to the assigned service provider by M-Pesa or cash. Bank transfer or another arrangement must be agreed in advance. The client is responsible for third-party costs, item costs, taxes, permits, access charges, and other expenses approved as part of the request.

5. Cancellations & Changes

You may cancel or reschedule a confirmed booking by contacting us as early as possible. For a standard booking, cancellation within 10 minutes triggers an automatic refund of the 30% deposit; after 10 minutes the deposit is non-refundable. Vendor inquiries may be cancelled before quotation acceptance without a booking payment. Cancellations after dispatch may still be subject to costs already incurred.

Monthly Support Plans may be cancelled or changed only in accordance with the notice period stated in the written plan confirmation. Unless that confirmation says otherwise, fees for a commenced monthly period are not refundable, and unused hours, visits, or allowances do not roll over to a later period.

6. Client Responsibilities

To help us deliver your request accurately, you agree to:

• Provide accurate, complete details — including location, contact number, and any special instructions — at the time of booking.
• Ensure someone is reachable by phone or WhatsApp during the service window.
• Provide accurate funds or reimbursement for any items, bills, or purchases made on your behalf.
• Provide lawful access to premises, vehicles, equipment, records, or systems needed for the confirmed service, and disclose relevant safety or security requirements.
• Review any quote, item list, delivery detail, or service summary and notify us promptly of errors.
• Not request WUHZA staff to carry out anything illegal, unsafe, or in breach of these terms.

7. Liability

For services delivered by third-party vendors, WUHZA's role is to source a suitable provider, apply our onboarding and training standards, assign the provider to the confirmed request, coordinate the work, and, where agreed, assign a WUHZA supervisor to be on site. WUHZA does not itself perform the vendor's specialist trade or professional service unless we expressly confirm otherwise in writing.

The third-party vendor remains responsible for its own personnel, workmanship, equipment, professional conduct, licences, permits, statutory obligations, and direct delivery of the vendor service. The vendor bears liability for loss, damage, injury, negligence, defective workmanship, or other failure arising from its own acts or omissions, subject to applicable Kenyan law and the vendor's agreed service terms. WUHZA's sourcing, training, coordination, or on-site supervision does not transfer the vendor's service liability to WUHZA.

WUHZA takes reasonable care in selecting and coordinating providers, but is not liable for delays, losses, or damages caused by circumstances outside our reasonable control, including traffic, weather, stock, building access, client instructions, or third-party vendor acts or omissions, except to the extent liability cannot lawfully be excluded or results from WUHZA's own proven negligence or wilful misconduct.

For services involving the handling of client property (e.g. deliveries, vehicle drop-offs, moving services), our liability is limited to the direct cost of repair or replacement where negligence on our part is established, and does not extend to indirect or consequential loss.

Subject to applicable Kenyan law, any eligible claim for loss or damage is capped at the client's declared value for the affected item or property. WUHZA is not liable for consequential, indirect, special, or loss-of-profit damages. A loss or damage claim must be reported with reasonable evidence within 24–48 hours after job completion.

We do not guarantee uninterrupted availability, a particular vendor, exact delivery time, or a particular outcome where performance depends on traffic, stock, weather, third-party providers, building access, client instructions, or other circumstances outside our reasonable control.

8. Third-Party Vendors

Some services are fulfilled by trusted third-party vendors we source and coordinate, including cleaning, pest control, repairs, CCTV, security, transport, staffing, maintenance, sourcing, catering, and decor. WUHZA may train or brief assigned personnel on our service standards and may assign a WUHZA supervisor to be on site for coordination and oversight. The supervisor does not replace the vendor's responsible manager, qualified professional, or legally required site officer.

Before work begins, the client will be told when a request is vendor-fulfilled where that information is relevant to the scope. The vendor remains the responsible service provider and its own terms, availability, qualifications, licences, permits, warranties, and limitations apply. Any complaint about the vendor's workmanship, personnel, equipment, or specialist service should be reported to WUHZA promptly so we can coordinate a response, without making WUHZA the vendor's insurer or guarantor.

9. Privacy & Booking Status Tracking

Information you provide when booking — including your name, phone number, location, and request details — is used solely to fulfil your request and improve our service. We do not sell client information to third parties. Details are shared only with the staff, drivers, or vendors necessary to complete your specific request.

You may attach supporting photos or documents to a booking. You confirm that you have the right to share each attachment and that it does not contain unlawful, harmful, or unnecessary personal information. Attachments are used to understand and fulfil the request, shared only with people who need them for that purpose, and retained only for as long as reasonably necessary for service delivery, records, dispute handling, or legal obligations.

Do not upload passwords, payment card details, confidential credentials, or information about another person unless you are authorised to provide it. We may reject or delete an attachment that presents a security, privacy, malware, or legal risk.

Our website offers two ways to check your booking's live status: entering the phone number used at booking, or signing in with your Google account for an automatic "My Bookings" view of everything booked while signed in. If you sign in with Google, we store your account's name, email, and profile photo alongside bookings made while signed in, purely to display them back to you. Because the phone-number lookup works without an account, please treat your booking phone number with the same care you would any identifying information, and avoid sharing it publicly alongside booking details you'd prefer to keep private.

10. Supplier & Tender Engagement Terms

These terms apply to companies and service providers submitting a tender, expression of interest, rate card, or supplier application to WUHZA. Submission is free and does not guarantee work, exclusivity, a minimum volume of assignments, or a contract.

• Suppliers must provide accurate company, ownership, contact, capability, pricing, licensing, insurance, tax, reference, and service-area information.
• Suppliers must maintain the licences, permits, insurance, qualifications, equipment, staff, and lawful authority required for the services they offer.
• WUHZA may verify documents and references, request clarification, conduct checks, reject an application, or suspend onboarding where information is incomplete, misleading, expired, or non-compliant.
• Suppliers must protect client information, use it only for an authorised assignment, and promptly report any incident, conflict of interest, complaint, loss, damage, or suspected misuse.
• Legal liability for client loss or damage. The supplier remains legally responsible and liable, to the extent permitted by Kenyan law and the written assignment, for any loss of or damage to a client's property, money, vehicle, documents, premises, data, or other belongings caused by the supplier, its employees, agents, subcontractors, equipment, negligence, misconduct, or failure to perform the agreed service. The supplier must maintain appropriate insurance, report incidents immediately, preserve evidence, and provide insurance or claim information when requested.
• WUHZA's coordination role. WUHZA may act as the client's coordination and supervision point by communicating instructions, confirming scope and timing, checking progress, documenting issues, and coordinating corrective action. Any WUHZA supervisor is an oversight and coordination contact, not the supplier's employer, specialist professional, insurer, site manager, or guarantor of the supplier's work. Supervision does not transfer the supplier's responsibility or liability to WUHZA.
• Incidents and claims. Suppliers must immediately notify WUHZA of any accident, injury, property damage, data incident, missed commitment, client complaint, regulatory issue, or claim and must cooperate with the investigation, corrective action, insurer, and lawful resolution. The supplier must preserve relevant records, photographs, receipts, permits, and communications.
• Any assignment will be governed by a written scope or confirmation stating the service, price or rate, timing, responsibilities, cancellation terms, insurance position, and payment arrangement.
• Suppliers remain responsible for their personnel, subcontractors, taxes, statutory obligations, safety procedures, professional work, and compliance with applicable Kenyan law unless a written agreement states otherwise.

11. Staff Employment & Engagement Terms

These staff terms apply to applicants, employees, casual workers, contractors, runners, drivers, assistants, event staff, security personnel, and other people engaged by WUHZA. They are a general framework and do not replace a written employment contract, consultancy agreement, assignment confirmation, or applicable Kenyan law.

• No automatic engagement. Applying, being shortlisted, attending an interview, or joining the vetted network does not guarantee employment, a client assignment, minimum hours, or income. The applicable role, employment status, pay, schedule, probation, and assignment terms will be confirmed in writing before work begins.
• Verification and onboarding. WUHZA may verify identity, references, qualifications, licences, right-to-work status, Certificate of Good Conduct, insurance, statutory registrations, and role-specific approvals before onboarding or assigning work.
• Professional conduct. Staff must be punctual, honest, respectful, properly presented, safety-conscious, and accurate when handling client instructions, money, documents, vehicles, keys, property, and confidential information.
• Safety and lawful work. Staff must follow Kenyan law, WUHZA procedures, client access rules, road-safety requirements, role-specific licensing requirements, and reasonable instructions. Staff must refuse and promptly report unsafe, illegal, abusive, or improperly authorised requests.
• Confidentiality and data protection. Client and company information must be used only for the assigned work. Staff must not copy, publish, sell, disclose, or retain client information, photographs, location data, access details, documents, or communications except as authorised for the assignment.
• Money and property. Staff must account for client funds, receipts, purchases, vehicles, equipment, keys, and documents. Suspected loss, damage, misuse, theft, or mistaken payment must be reported to WUHZA immediately.
• Pay and statutory obligations. Pay, allowances, reimbursements, deductions, taxes, statutory contributions, and payment timing depend on the written employment or assignment arrangement and the legal status of the engagement. Staff must provide accurate payment and tax information when requested.
• Conflicts and client contact. Staff must disclose conflicts of interest and must not privately divert WUHZA clients, accept unauthorised side payments, or arrange off-platform work using WUHZA information or assignments.
• Performance and ending an engagement. WUHZA may suspend, reassign, or end an engagement for safety, misconduct, dishonesty, poor performance, loss of required documentation, client protection, reduced demand, or other lawful reason. Any notice, final pay, and handover obligations will follow the written arrangement and applicable law.
• Reporting concerns. Staff may raise concerns about safety, harassment, discrimination, non-payment, client conduct, instructions, or working conditions through WUHZA management using the contact details on this page. Retaliation for a good-faith report is not permitted.

Where a person is engaged as an independent contractor or vendor rather than an employee, the written agreement will define that relationship and the person remains responsible for their own business, tax, licences, equipment, insurance, and statutory obligations to the extent required by law.

12. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in how we operate. The most current version will always be available on this page. Continued use of our services after an update constitutes acceptance of the revised terms.

13. Conflict Resolution & Governing Law

These terms are governed by the laws of Kenya. We aim to resolve concerns promptly, fairly, and without unnecessary formal proceedings. If a client believes there is a problem with a booking, invoice, vendor service, property access, damage, delay, or communication, the following steps apply:

1. Contact WUHZA promptly. Raise the concern through the booking contact, call, WhatsApp, or email and provide the booking reference, dates, relevant messages, photographs, invoices, and the outcome you are seeking.
2. Internal review. WUHZA will acknowledge the concern and review the booking record, permissions, instructions, payment information, progress updates, attachments, and any vendor or supervisor report reasonably available.
3. Vendor or supervisor response. Where a third-party vendor is involved, WUHZA may request the vendor's response, evidence, correction plan, or insurance and compliance information. An on-site WUHZA supervisor may document the issue and coordinate immediate corrective action, but does not replace the vendor's responsibility for its own service.
4. Proposed resolution. Depending on the circumstances, WUHZA may coordinate a correction, re-performance, replacement provider, clarification, credit, refund of an eligible WUHZA fee, or another reasonable remedy. Any remedy is assessed against the confirmed scope, evidence, payment records, and applicable law.
5. Written escalation. If the matter is not resolved, the client should send a written complaint to WUHZA with the booking reference and prior correspondence. WUHZA will provide a written response or next-step proposal within a reasonable period, taking into account the complexity of the issue.
6. External remedies. If direct resolution or good-faith discussion does not resolve the matter, either party may pursue any lawful remedy available in Kenya, including mediation, the appropriate tribunal, or the competent courts. Nothing in these terms prevents a party from reporting a matter to a regulator, police service, emergency authority, or other body where legally required or appropriate.

Clients should take reasonable steps to preserve evidence and mitigate avoidable loss. A complaint does not suspend undisputed payment obligations or an active monthly plan unless WUHZA agrees in writing or the law requires otherwise.

14. Contact Us

If you have questions about these terms, reach us at The Junction Mall, Ngong Road, Nairobi (P.O. Box 43392 – 00100, Nairobi), or via call/WhatsApp at +254 714 816 648, available 24/7.