Terms of Service

1. Agreement to these terms

These terms govern your use of the Seruya platform operated by Seruya Limited, including the website, mobile applications, the Owner Portal and the Agent tools. By creating an account or using the service you accept them. If you are accepting on behalf of a company or agency, you confirm you are authorised to bind it.

2. What Seruya is, and is not

Seruya is a platform that verifies participants and property, schedules and records viewings, and facilitates offers, agreements and commission distribution between owners, agents and hunters.

Seruya is not a party to the lease or sale you enter into. We are not your advocate, your surveyor or your valuer, and nothing on the platform is legal, tax or investment advice. Verification substantially reduces risk; it does not replace your own due diligence, and you remain responsible for your own searches and professional advice before you sign or pay.

3. Accounts and eligibility

• You must be at least 18 and legally able to enter into contracts.
• Registration details must be accurate and kept current.
• One person, one account. Credentials must not be shared or transferred.
• You are responsible for activity under your account and must notify us immediately of any unauthorised access.

4. Verification

Verification is a condition of participation, not a formality. Owners must prove identity and a right to list the property. Agents must complete identity, KRA PIN and liveness verification before marketing anything, and higher tiers where an owner or listing requires it.

We may request further documents, decline verification, suspend a verified status, or remove a listing or account where information is inaccurate, documents cannot be substantiated, or fraud is suspected. Submitting forged or altered documents is grounds for immediate permanent removal and referral to the relevant authorities.

5. Listings and owner obligations

• Only list property you own or are lawfully authorised to market.
• Listing details, photos, pricing and availability must be accurate and kept current.
• Honour the viewing rules you configure — days, hours, group size, notice period and cancellation policy — and the viewings confirmed under them.
• Do not use the platform to obtain viewing traffic for property that is not genuinely available.
• Commission terms accepted when a mandate is granted are binding on a completed lease or sale, including where the transaction is subsequently concluded off-platform with a counterparty introduced through Seruya.

6. Agent obligations

• Market only properties for which an owner has approved you.
• Attend confirmed viewings, or cancel with the notice the booking requires.
• Represent property and pricing accurately, and never solicit payment outside the platform for viewings, applications or reservations.
• Comply with the Estate Agents Act (Cap 533) and all other applicable law.
• Circumventing the platform to conclude an introduced transaction elsewhere is a material breach and forfeits the associated payout.

7. Viewing packages and bookings

Viewing packages entitle you to a defined number of viewings, or unlimited viewings within the stated scope, for the validity period shown at purchase. Packages are personal to your account and are not transferable.

A booking is confirmed only once the owner’s viewing rules are satisfied and the agent has accepted. Cancellations are governed by the notice period on the booking. A viewing you fail to attend without adequate notice is consumed from your package.

8. Payments, wallets and refunds

Payments are processed by a licensed payment service provider or mobile money operator. Seruya does not hold customer funds directly; platform wallets record entitlements and released amounts across a transaction.

Agent payouts release in stages tied to outcomes — booking accepted, viewing completed, offer submitted, and lease or sale closed — as disclosed at the time a mandate is accepted.

Where a viewing does not take place because the agent or owner failed to honour it, the viewing is restored to your package or refunded. Refunds are not available for viewings completed as booked, or for a change of mind about a property.

9. Prohibited conduct

• Posting fake, duplicate or misleading listings, or property you have no authority to market.
• Impersonating another person, or using another user’s verification documents.
• Requesting or accepting off-platform payment for viewings, applications or reservations.
• Harassment, discrimination or unlawful conduct towards any user.
• Scraping, reverse engineering, or interfering with the security or availability of the service.
• Using the platform to collect personal data about other users for any purpose outside a live transaction.

10. Ratings, reviews and disputes

Ratings and reviews must reflect a genuine experience. We remove reviews that are fabricated, incentivised or defamatory.

Disputes are raised against the specific viewing, offer or listing concerned and are reviewed by our operations team with the transaction record attached. Our determination governs platform-side remedies such as refunds, restored viewings, payout adjustments and reputation effects. It does not limit either party’s legal rights outside the platform.

11. Content and intellectual property

You retain ownership of the photos, documents and text you upload, and you grant Seruya a non-exclusive, worldwide licence to host, reproduce and display that content for the purpose of operating and promoting the service. You confirm you hold the rights necessary to grant that licence.

The Seruya name, logo, software and platform design remain our property and may not be used without written permission.

12. Suspension and termination

You may close your account at any time. We may suspend or terminate access where these terms are breached, where fraud or a risk to other users is identified, or where we are required to do so by law. Obligations that survive termination — commission due on introduced transactions, confidentiality, and record retention — remain in force.

13. Liability

The service is provided on a reasonable-efforts basis. To the extent permitted by law, Seruya is not liable for indirect or consequential loss, loss of profit, or loss arising from the conduct of another user, from a transaction you enter into, or from your reliance on information you did not independently verify. Nothing in these terms excludes liability that cannot lawfully be excluded, including for fraud or death or personal injury caused by negligence.

14. Changes to these terms

We may update these terms. Material changes are notified to account holders before they take effect, and continued use after that date constitutes acceptance.

15. Governing law

These terms are governed by the laws of Kenya, and the courts of Kenya have exclusive jurisdiction over any dispute arising from them. Questions: legal@seruya.example.