Terms of Service

Welcome to TUFIXIT. These Terms of Service (the “Terms”) form a binding agreement between you and TuFixIt Limited, a company operating in Kenya (“TUFIXIT,” “we,” “our,” or “us”), and govern your access to and use of our website, mobile experiences, WhatsApp services, and any related APIs (collectively, the “Platform”).

Please read these Terms carefully. By creating an account, browsing listings, contacting an artisan, booking a job, or otherwise using the Platform, you confirm that you have read, understood, and agreed to be bound by these Terms and by our Privacy Policy.

1. Acceptance of these Terms

These Terms apply to every visitor, registered customer, registered artisan (also referred to as a “Jua Kali worker” or “service provider”), estate manager, and administrator. If you do not agree with any part of these Terms, you must not use the Platform.

2. Our Service

TUFIXIT is a location-based marketplace that connects customers in Kenya with verified local artisans for home, vehicle, and commercial services (electrical, plumbing, mechanics, carpentry, painting, welding, HVAC, masonry, roofing, tiling, cleaning, gardening, security, appliance repair, and other categories we may add).

3. Accounts & Eligibility

• You must be at least 18 years old and able to enter into a binding contract under Kenyan law to register an account.
• You must provide accurate, current, and complete information (full name, Kenyan phone number, email, and location) and keep it up to date.
• You are responsible for safeguarding your password and any activity that occurs under your account. Notify us immediately at security@tufixit.com if you suspect unauthorised access.
• One natural person may hold one customer account and, separately, one artisan account. Duplicate, fictitious, or shared accounts may be suspended without notice.
• Customers may also use the Platform via WhatsApp or as guests without registering. Guest contact details supplied to start a chat are subject to these Terms.

4. Artisans & Subscriptions

Artisans may register to publish service listings, receive bookings, and grow their client base. By registering as an artisan you represent and warrant that:

• You are legally permitted to provide the services you list;
• You hold any licences, permits, or qualifications required by law (e.g., EPRA licence for electrical work, NCA registration for masonry where applicable);
• The information in your profile (skills, experience, hourly rate, photos, certificates) is true, current, and lawfully obtained;
• You will only upload photographs of yourself, your work, or content you have the right to use.

Subscription plans available to artisans:

Subscriptions are activated once the corresponding M-Pesa payment is received and verified. Plans renew only if you opt in to auto-renew; otherwise they expire on the end-date and the artisan reverts to the FREE tier. Subscription fees are non-refundable once a billing cycle has started, except where required by Kenyan law or where we expressly state otherwise.

5. Customers

• You agree to provide truthful information when booking a job, including a real phone number, accurate location, and an honest description of the work.
• You are responsible for inspecting the work delivered and for paying the agreed price (in cash, M-Pesa, or escrow where offered) once the work meets the agreed scope.
• Reviews must be based on a genuine experience. Fake, paid, or retaliatory reviews may be removed and may lead to account suspension.

6. Estate Partners

Residential estates may partner with TUFIXIT to offer maintenance services to their residents via a branded estate page (e.g., /estate/fedha-estate) and a WhatsApp short-code. The estate manager is responsible for the accuracy of the estate’s details, the list of approved artisans, and any communications sent to residents through the Platform. Commission rates and contract terms between TUFIXIT and the estate are set out in a separate written agreement.

7. Payments & M-Pesa

• Subscription payments are made via M-Pesa Pay Bill (Business Number 522522, account TUFIXIT-<PLAN>) and confirmed by submitting the M-Pesa transaction ID.
• Job payments between customer and artisan may be made in cash or via M-Pesa direct to the artisan, unless an escrow option is used. Where escrow is used, funds are released to the artisan only after the customer marks the job as completed or after the dispute window closes.
• Prices are quoted in Kenyan Shillings (KES) and are inclusive of taxes where applicable. Artisans are individually responsible for declaring and paying their own income tax.

8. Vetting Levels & Trust Score

Artisans are assigned a vetting level — STANDARD, VERIFIED, or PRO — based on documents submitted (national ID, certificate of good conduct, TVET certification), the active subscription plan, and platform activity. The Trust Score is computed from job completion rate, customer ratings, response time, and engagement. Both indicators are provided in good faith for guidance only; they are not a guarantee of quality, safety, or outcome, and customers remain responsible for their own due diligence before engaging an artisan.

9. User Conduct

You agree NOT to:

• Use the Platform for any unlawful, fraudulent, or harmful purpose;
• Impersonate any person or misrepresent your affiliation with any individual or entity;
• Bypass TUFIXIT to avoid platform fees on a job that originated through the Platform;
• Post offensive, defamatory, sexually explicit, discriminatory, or violent content;
• Upload viruses, scrape the Platform, attempt to reverse engineer it, or interfere with its security;
• Send spam, unsolicited promotions, or phishing messages via chat, SMS, or WhatsApp;
• Collect or harvest other users’ personal information without their consent.

10. Disclaimers & Limitation of Liability

The Platform is provided “as is” and “as available”. To the maximum extent permitted by law, TUFIXIT disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Platform will be uninterrupted or error-free.

TUFIXIT is not a party to the Service Contract between customer and artisan and is therefore not liable for the quality of work performed, damage to property, personal injury, theft, late arrival, no-shows, or any direct or consequential loss arising from a Service Contract. Customers and artisans deal with each other at their own risk.

11. Disputes & Refunds

If a job goes wrong, please first try to resolve it directly with the other party. If that fails, raise a dispute through the Platform within 72 hours of the job’s scheduled completion. We may, in our sole discretion, mediate, hold escrow funds, or remove listings, but we are not obligated to award refunds or compensation for off-platform payments.

12. Suspension & Termination

We may suspend or terminate any account, remove any listing, or restrict access to the Platform at any time, with or without notice, if we reasonably believe a user has violated these Terms, applicable law, or the rights of another user. You may close your account at any time from Dashboard → Settings.

13. Changes to these Terms

We may update these Terms from time to time. The “Last updated” date at the top of this page reflects the most recent version. Material changes will be notified via email, SMS, or an in-app banner at least seven (7) days before they take effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

14. Governing Law & Jurisdiction

These Terms are governed by the laws of the Republic of Kenya. Any dispute arising from these Terms or your use of the Platform shall be submitted to the exclusive jurisdiction of the courts of Nairobi, Kenya, without prejudice to any mandatory consumer-protection rights you may have under the Consumer Protection Act, 2012, and the Data Protection Act, 2019.

15. Contact Us

Questions about these Terms? Reach us at:

By using TUFIXIT you acknowledge that you have read these Terms in conjunction with our Privacy Policy.