Terms & conditions.

1. About these terms

These Terms and Conditions (“Terms”) govern your access to and use of the Ryivy Services website, customer account, booking tools and related services (together, the “Platform”). “Ryivy”, “we”, “us” and “our” mean Ryivy Services. “Customer” and “you” mean the person creating an account or booking. A “Professional” is the person who accepts and performs a booked service.

By creating a booking, paying a deposit or using the Platform, you agree to these Terms. If you book for another person or property, you confirm that you have authority to do so and will ensure that the person at the premises follows these Terms.

2. Accounts and eligibility

You must be at least 18 years old and provide accurate, current information. You are responsible for activity under your account and for keeping access codes and devices secure. Tell us promptly if you believe your account is being used without permission.

We may suspend access where reasonably necessary to protect customers, professionals, the Platform or the public, investigate suspected fraud, enforce these Terms or comply with law.

3. Bookings and service scope

A booking request is not confirmed until the required deposit is successfully received and, where applicable, a Professional accepts the job. The booking summary identifies the selected packages, quantity, service location, scheduled date, arrival window, preparation requirements and expected total.

You must review these details before paying. Work outside the booked scope requires a separate agreement or an authorised booking update. Arrival windows are estimates and may be affected by traffic, weather, access problems and other reasonable delays.

4. Your responsibilities

You must provide safe and lawful access to the premises, disclose hazards and special handling requirements, secure pets, and ensure that water, electricity or other facilities reasonably required for the service are available.

Before the visit, remove or securely store cash, jewellery, documents, medicines, weapons, fragile objects, irreplaceable items and other valuables. You must not ask a Professional to perform dangerous, illegal or materially different work.

5. Professionals

Ryivy reviews information submitted by Professionals and matches bookings using service type, working area, availability and other operational factors. Screening and identity review reduce risk but do not guarantee a Professional’s conduct, suitability or a particular outcome.

The assigned Professional is responsible for performing the accepted service with reasonable care and skill, following the agreed scope and complying with applicable law. Professionals are not authorised to make promises, warranties or commitments on Ryivy’s behalf unless Ryivy confirms them in writing.

6. Prices and payments

Prices are shown in Kenyan shillings unless stated otherwise. Ryivy currently collects the deposit displayed at checkout—normally 20% of the expected total—to secure a booking. The remaining balance is payable as communicated in the booking flow or after service completion.

Payments are processed by Paystack or another displayed payment provider and may also be subject to that provider’s terms. You authorise us and the provider to process the selected payment and related refunds. We do not control delays caused by banks, mobile-money networks or payment providers.

7. Cancellations, rescheduling and refunds

The cancellation and rescheduling conditions displayed during booking or in your account form part of these Terms. Eligibility may depend on notice given, whether a Professional has accepted or travelled, whether work has started, and costs already reasonably incurred.

Where a refund is approved, it will ordinarily be returned through the original payment method. Provider processing times apply. Ryivy may cancel or reschedule a booking if no suitable Professional is available, the premises are unsafe, the requested work is unlawful or outside scope, payment is not received, or circumstances beyond reasonable control prevent performance.

8. Property damage, loss and claims

The Professional is primarily responsible for direct physical loss or damage they cause through negligence, misuse, unauthorised activity or intentional misconduct while performing a service. To the fullest extent permitted by law, Ryivy is not liable for property that is broken, damaged, lost or stolen solely because of a Professional’s act or omission. Ryivy may facilitate communication, request evidence or assist with review, but doing so does not mean that Ryivy accepts liability or guarantees payment.

You must take reasonable steps to prevent further damage and report a claim as soon as reasonably possible, preferably within 24 hours of discovering it. Include the booking reference, photographs, a description of what happened, proof of ownership or value where available, and any other reasonably requested information. Do not repair, dispose of or materially alter the item before it can be reviewed unless necessary for safety or to prevent further loss.

Neither Ryivy nor a Professional is responsible for ordinary wear and tear; pre-existing damage; inherent defects; manufacturer failure; colour variation; shrinkage or deterioration arising despite reasonable care; damage caused by inaccurate instructions, unsafe premises or unsuitable customer-supplied products; or loss of valuables that were not secured as required above.

This section does not exclude or limit liability that cannot lawfully be excluded, including liability arising from Ryivy’s own fraud, wilful misconduct or negligence where applicable law makes Ryivy responsible.

9. Limitation of Ryivy’s liability

To the maximum extent permitted by law, Ryivy is not liable for indirect, incidental, special or consequential loss, loss of profit, loss of opportunity, loss of data or emotional distress arising from the Platform or a booking.

Where Ryivy is legally liable for a direct loss and a limitation is permitted, Ryivy’s aggregate liability arising from a booking will not exceed the amount paid through Ryivy for that booking. This cap does not apply where a limitation is prohibited by law. Nothing in these Terms removes any warranty, remedy or consumer right that cannot lawfully be excluded or limited.

10. Safety, harassment and acceptable conduct

Customers and Professionals must treat each other respectfully. Harassment, sexual harassment, unwanted sexual comments or contact, discrimination, intimidation, stalking, threats, violence, retaliation, theft, fraud and other unsafe conduct are prohibited, whether committed by a Professional, a Customer, a person at the service location or someone acting for either party.

Anyone may refuse, leave or stop a service where they reasonably believe there is a safety or conduct risk. If there is immediate danger, move to safety and contact local emergency services first. Then use “Report an issue” on the booking or email [email protected]. Preserve relevant messages, photographs and other evidence where it is safe to do so. Ryivy may restrict or suspend an account while reviewing a report and prohibits retaliation against a person who raises a good-faith concern.

11. Privacy and communications

We process personal information to operate accounts, arrange bookings, take payments, prevent fraud, provide support and meet legal duties. Precise service location and customer phone details are shared with the assigned Professional only after they accept the job, subject to operational and legal requirements.

You agree to receive service communications relating to authentication, payments, booking status, professional assignment, safety and support. Marketing communications, where used, will be handled separately and may be opted out of.

12. Platform availability and intellectual property

We may maintain, improve, change or temporarily suspend parts of the Platform. We do not guarantee uninterrupted or error-free access, but this does not affect obligations already owed for a confirmed booking.

The Platform’s branding, design, text, software and other materials belong to Ryivy or its licensors. You may use them only as necessary for personal use of the Platform and may not copy, resell, scrape, interfere with or reverse engineer the Platform except where law permits.

13. Complaints and disputes

Raise a booking issue through “Report an issue” or email [email protected]. Give us a reasonable opportunity to review the booking records and respond. Nothing in this section prevents either party from using a remedy available under applicable law.

These Terms are governed by the laws of Kenya. Subject to any mandatory consumer forum or procedure, disputes that cannot be resolved informally will be submitted to the courts of competent jurisdiction in Kenya.

14. Changes and general terms

We may update these Terms to reflect service, operational or legal changes. The version presented when you make a booking applies to that booking unless a change is required by law or you agree otherwise. If one term is invalid or unenforceable, the remaining terms continue to apply.

Our failure to enforce a term immediately is not a waiver. You may not transfer your rights or obligations without our written consent. These Terms, the booking summary and policies expressly referenced at checkout form the agreement relating to your use of the Platform and booking.