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Terms of service

The rules that apply when you book, pay for or use Nyumbix services, plans and Nyumbix Academy.

Last updated: [date of publication]Version 1.0Privacy policy →

The short version

  • You get the price before any work starts. Extra work only happens if you approve it.
  • Pay only through official Nyumbix channels (M-Pesa, card or bank), never in cash to a technician.
  • Cancel or reschedule free up to 24 hours before, or before a Partner is on the way.
  • Our workmanship is guaranteed for 30 days. If it fails, we fix it free.
  • Report any damage within 48 hours with photos and we will put it right where we are responsible.
  • Plans renew automatically and can be cancelled at any time from the end of the paid period.

1About these terms

These terms of service ("Terms") apply when you visit nyumbix.com, create an account, book or use any Nyumbix service, subscribe to a plan, or take a course in Nyumbix Academy. They form a binding agreement between you and [Nyumbix Limited], a company registered in Kenya under registration number [company registration number], KRA PIN [KRA PIN], with offices at [physical address, Nairobi] ("Nyumbix", "we", "us").

Please read them together with our Privacy Policy and any written quote, job card, plan summary or proposal we give you. If a written quote or signed proposal says something different from these Terms, the quote or proposal applies for that job.

By booking, paying, or ticking "I agree", you confirm that you accept these Terms. If you do not agree, please do not use our services.

2Who can use Nyumbix

  • You must be 18 or older and able to enter into a binding contract.
  • If you book for a company, estate, landlord or other organisation, you confirm you are authorised to bind it to these Terms.
  • If you book for a property you do not own or occupy (for example as a property manager or for a family member), you confirm you have the owner's or occupier's permission for the work and for us to enter.
  • You are responsible for keeping your login details safe and for activity on your account. Tell us at once if you think your account has been misused.

3Our services

Nyumbix provides property care across Nairobi and nearby areas through five divisions and our Academy:

  • Home: repairs, installations, cleaning, pest control, gardening and other services for homes.
  • Business: maintenance and facility services for offices, shops, restaurants and other premises.
  • Manage: rental management, tenant turnovers and upkeep for landlords.
  • Watch: scheduled inspections and photo reports for owners who are away, busy or abroad.
  • Projects: renovations and larger works under a written proposal.
  • Academy: online courses and team training.

The exact scope of each job is what is written in your quote, job card, plan or proposal. Anything not listed there is not included unless we agree it in writing (including by WhatsApp or email).

Work is carried out by our employees or by vetted independent professionals who work with us ("Partners"). Whoever does the work, Nyumbix is your point of contact and stands behind the job under these Terms.

4Quotes, prices and changes

  • Price before work. We tell you the price, or a fixed price range for a diagnosis, before any work starts. Published prices on our website are starting prices for standard jobs.
  • Diagnosis and call-out. Some jobs need an assessment first. Where a visit or diagnosis fee applies, we tell you before booking. If you go ahead with the repair, we deduct [the visit fee / an agreed amount] from the job price.
  • Changes on site. If the technician finds the job is bigger or different from what was booked, they stop and we send you a revised price. Extra work only starts after you approve it.
  • Parts and materials. Parts are charged at the price on the quote or receipt. You may supply your own parts, but our warranty then covers our labour only.
  • Taxes and receipts. Prices include VAT where it applies [confirm VAT status]. We issue an electronic tax invoice (eTIMS) for every payment.
  • Price errors. If we quote a price that is clearly wrong, we will tell you before work starts and you may cancel at no cost.

5Paying us

  • You can pay by M-Pesa, card or bank transfer to the official Nyumbix account details shown on your invoice or in your account. [Nyumbix M-Pesa Paybill / Till number]
  • Never pay a technician or Partner in cash or to a personal number. Payments made outside our official channels are not recognised and are not covered by our warranty.
  • Unless your quote says otherwise, small jobs are paid when the job is finished and signed off. Projects and some larger jobs need a deposit and milestone payments set out in the proposal.
  • Plans are paid in advance each month or year.
  • If an invoice is unpaid [14] days after its due date, we may pause further work and plan visits until it is settled. Business accounts on credit terms follow the terms in their agreement.

6Cancelling and rescheduling

  • Free changes: you can cancel or reschedule free of charge up to [24] hours before the booked time, or at any time before a Partner has been dispatched to you.
  • Late changes: if you cancel or reschedule after the Partner is on the way, or within [24] hours of the booked time, we may charge a call-out fee of [KSh 1,000] to cover their time and travel.
  • No access: if the Partner arrives and cannot get in, or nobody authorised is available, we may charge the same call-out fee and rebook.
  • Emergencies: emergency call-outs are charged once a Partner has been dispatched.
  • If we cancel: we will tell you as early as possible and offer a new time or a full refund of anything you paid for that booking.
  • Online and remote agreements: nothing in this section limits any right you have to cancel under the Consumer Protection Act, 2012 (Cap. 501).

7Monthly and yearly plans

  • Plans (for example Home care, Garden Care and Watch inspections) run for the period you choose and renew automatically until cancelled.
  • You can cancel a monthly plan at any time with effect from the end of the current paid month. Yearly plans can be cancelled with effect from the next renewal date; if you cancel early we refund the unused full months, less the full price of any discounted visits already used [confirm refund rule].
  • What a plan includes, and how many visits, is shown on the plan page and in your plan summary. Unused visits do not carry over unless the plan says so.
  • We may change plan prices or contents with at least 30 days' notice. If you do not accept a change, you can cancel before it takes effect.
  • Plans are for normal residential or business use of the property named in the plan, under a fair use principle. Unusual or very heavy demand may be quoted separately.

8Access, safety and your responsibilities

So that we can work safely and well, you agree to:

  • give accurate details about the job, the property and its location;
  • make sure we can get in at the agreed time, either with an adult present or through an access arrangement you have authorised (for example a caretaker, guard or key handover);
  • tell us about hazards such as exposed wiring, gas leaks, structural damage, dangerous animals or chemicals;
  • secure pets, cash, jewellery and other valuables before the visit;
  • provide water and electricity where the job needs them;
  • treat our team with respect. We may stop work and leave if anyone on site is abusive, threatening or unsafe.

Our team may refuse or stop any work that they reasonably believe is unsafe, unlawful, or needs a licensed specialist or approval from a building authority.

9Our team and Partners

  • Everyone we send has passed identity, reference and skills checks and follows our code of conduct.
  • Partners are independent professionals, not Nyumbix employees. We match jobs to Partners based on trade, distance to your property, availability, ratings and performance.
  • Hiring our Partners directly. We invest in finding, vetting and training our Partners. For [12] months after a Partner first works for you through Nyumbix, you agree not to book that Partner for similar work outside Nyumbix. If you do, we may charge an introduction fee of [KSh 20,000] per Partner. This does not apply to anyone you already employed or used before they worked for you through Nyumbix.

10Job sign-off, ratings and reviews

  • When a job is finished we send you a link to check the work, approve it and rate it. If you report a problem, we will contact you to arrange a fix.
  • If you do not respond within 3 days, the job is treated as approved. This does not affect your warranty.
  • Ratings and reviews must be honest and about your own experience. We may remove reviews that are abusive, false, contain personal data or are unrelated to the service. Your rating is shared with the Partner and used to improve the matching of future jobs.

11Our 30-day workmanship warranty

  • We guarantee our workmanship for 30 days from the date the job is finished. If something we did fails because of how we did it, we will come back and put it right free of charge. If we cannot fix it, we will refund the labour cost of that job.
  • New parts we supply carry the manufacturer's or supplier's warranty. We will help you claim on it.
  • The warranty does not cover: normal wear and tear; misuse or damage after the job; work done by anyone else after us; parts or materials you supplied; problems we told you about in writing that you chose not to fix; or faults caused by power surges, water pressure, floods or other events outside our control.
  • To claim, contact us within the warranty period with a description and, if possible, photos.

12Damage and our liability

  • We take care in your property. If we damage your property through our negligence, report it within [48 hours] of the visit with photos. We will investigate and, where we are responsible, repair the damage or pay the reasonable cost of repair or replacement.
  • Our total liability for any one job is limited to [KSh 100,000] or the amount recovered under our insurance, whichever is higher, except where the law does not allow a limit.
  • We are not liable for indirect or consequential losses such as loss of rent, income, business or data, or for pre-existing defects, hidden faults or conditions we could not reasonably have known about.
  • Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or any other liability that cannot be limited under Kenyan law, and nothing affects your rights under the Constitution of Kenya (Article 46) or the Consumer Protection Act, 2012.

13Inspections and reports

Watch inspections, baseline surveys and condition reports are visual and non-invasive. They record what our inspector could see and reasonably test on the day. They are not structural surveys, valuations, or engineering, electrical or plumbing certifications, and they do not guarantee that hidden defects are absent. We recommend a specialist inspection where a report says so.

14Nyumbix Academy

  • Free courses are open to anyone with an account. Paid courses give you access for as long as the course is offered.
  • If you are not satisfied with a paid course, ask for a refund within [7] days of purchase, provided you have completed less than [20%] of it.
  • Certificates and badges confirm that you completed the course and passed its assessment. They are not a professional licence (for example, they do not replace an EPRA licence for electrical work).
  • Course content belongs to Nyumbix. You may use it for your own learning but may not copy, resell or share your account.
  • Team training is delivered under the proposal we agree with your organisation.

15Using our website and portal

You agree not to misuse our website, portal or Academy, including by: trying to access accounts or data that are not yours; uploading harmful code; scraping or copying content at scale; impersonating anyone; posting unlawful, abusive or misleading content; or using our services for any unlawful purpose.

All content on our website, including text, illustrations, logos, course material and software, belongs to Nyumbix or its licensors and is protected by copyright and trade mark law.

16Suspension and ending our agreement

We may suspend or close an account, or decline bookings, if a user breaches these Terms, does not pay, behaves abusively towards our team, or if we are required to by law. You can close your account at any time by contacting us. Closing an account does not cancel amounts already due or rights already earned, such as an open warranty claim.

17Complaints and disputes

  1. Tell us first: WhatsApp or call [0700 000 000] or email [support@nyumbix.com]. We acknowledge complaints within 1 working day and aim to resolve them within 7 working days.
  2. If you are not happy with our answer, ask for your complaint to be reviewed by a manager.
  3. If we still cannot agree, either of us may refer the dispute to mediation in Nairobi before going to court.
  4. These Terms are governed by the laws of Kenya and the courts of Kenya have jurisdiction. You may also contact the Competition Authority of Kenya about consumer matters.

18Changes to these terms

We may update these Terms from time to time, for example when we add services or the law changes. We will post the new version here with a new "last updated" date and, for important changes, tell account holders by email or WhatsApp at least 14 days before they take effect. Bookings already confirmed stay on the terms that applied when you booked.

19General

  • Events outside our control: we are not responsible for delays or failures caused by events we cannot reasonably control, such as severe weather, flooding, strikes, power or network outages, or government restrictions. We will rebook as soon as practical.
  • Whole agreement: these Terms, your quote or proposal and our Privacy Policy are the whole agreement between us about the service.
  • Severability: if any part of these Terms is found unenforceable, the rest still applies.
  • Transfer: we may transfer our rights under these Terms to another company that takes over our business; your rights will not be reduced.
  • Language: these Terms are in English. A Kiswahili translation may be provided for convenience.

20Contact us

[Nyumbix Limited]
[physical address, Nairobi, Kenya]
Phone and WhatsApp: [+254 700 000 000]
Email: [support@nyumbix.com]