TAJATAJA policy
Terms of Service
The agreement between you and TAJA: what the platform is, how bookings and payments work, and who is responsible for what.
Agreement to these Terms
These Terms of Service ("Terms") form a legally binding agreement between you and TAJA ("TAJA", "we", "us"), a marketplace connecting Clients with independent service Professionals. TAJA is operated by an entity established in Kenya, and is available to users and Professionals wherever we support service coverage. They govern your access to and use of the TAJA mobile application, website and related services (together, the "Platform"). By creating an account, making or accepting a booking, or otherwise using the Platform, you confirm that you have read, understood and agree to be bound by these Terms, our Privacy Policy, our Refund & Cancellation Policy and our Community Guidelines, each of which is incorporated into these Terms by reference. If you do not agree, you must not use the Platform.
What TAJA is — and is not
TAJA is a technology platform that connects clients ("Clients") with independent personal-care professionals ("Professionals") and facilitates discovery, booking, payment, and live tracking. TAJA is a venue and intermediary only. TAJA does not provide, supervise, direct, or control the personal-care services themselves, which are performed solely by Professionals. TAJA is not a barber, salon, spa, employer, agency, or staffing service, and does not guarantee the quality, safety, legality, timing, or outcome of any service. Any contract for a service is formed directly between the Client and the Professional; TAJA is not a party to it.
Eligibility and accounts
You must be at least 18 years old and able to form a binding contract under the law applicable to you to use TAJA. You agree to provide accurate, current and complete information, to keep it updated, and to keep your sign-in credentials confidential. You are responsible for all activity under your account. One person, one account; accounts may not be sold, shared or transferred. We may refuse, suspend or terminate any account at our discretion, including where information is false or use creates risk.
Professionals are independent contractors
Professionals are self-employed, independent contractors. Nothing in these Terms or in the operation of the Platform creates any employment, agency, partnership, joint venture, or franchise relationship between TAJA and any Professional, or between TAJA and any Client. Professionals control how, when and whether they provide services, supply their own tools and materials, set their own prices, and are solely responsible for their own taxes, licences, insurance, registrations and legal compliance. Professionals have no authority to bind or incur obligations on behalf of TAJA. Our vetting is a limited quality screen based on submitted information and is not an endorsement, certification, background check, or guarantee of any Professional.
Bookings and prices
Prices are set by each Professional and shown to you in full before you confirm, in the local currency of the service (Kenyan Shillings, KES, where the service is delivered in Kenya). Where you pay by an international method, the amount may be converted at the rate shown to you at checkout. The price displayed at booking is the price payable. A booking is a request that becomes binding only once payment is verified and the booking is confirmed. TAJA may, but is not obligated to, decline, cancel or limit bookings, including for suspected fraud, error, or breach of these Terms.
Payments, escrow and platform fee
Payments are processed by Paystack (M-Pesa, Visa/Mastercard and bank transfer). You complete payment on the provider's own secure checkout page: your M-Pesa PIN and your card details are entered there and never reach TAJA, which retains only the amount, currency, a reference, the instrument type and the receipt. Funds for a booking are collected up front and held by TAJA on the Professional's behalf, and are released to the Professional only after the service is marked complete and the Client confirms completion. TAJA charges a platform service fee of twelve point three percent (12.3%) of the booking value, deducted from the Professional's payout; Clients pay no separate fee above the listed price. TAJA may change the fee on a prospective basis with notice in the app. You authorise TAJA and its processors to take the payment actions described here and in the Refund & Cancellation Policy, including refunds and reversals.
Cancellations, refunds and disputes
Cancellations and refunds are governed by the Refund & Cancellation Policy, which forms part of these Terms. In summary: a Client may cancel free of charge up to 3 hours before the appointment while a booking is Requested or Confirmed. A later cancellation pays the Professional 50% of the service price for holding the slot; the rest, and any tip, is refunded, and the exact amounts are shown before you confirm. Once a Professional is en route or the service has started, in-app cancellation closes and the matter is handled by support. Disputes about a service must be raised within 48 hours of completion. TAJA's role in any dispute is limited to administering the held funds (refund, partial refund, or release) based on the booking record; TAJA is not an arbiter of the underlying service and its decision on the held funds does not determine any party's wider legal rights against each other.
Your responsibilities and assumption of risk
You agree to use the Platform lawfully and to honour your bookings. Clients receiving home services agree to provide a safe, lawful and appropriate environment and accurate access details; Professionals agree to attend as the person on their profile, on time, suitably equipped, and to comply with all health, safety and licensing requirements. You understand and agree that personal-care services involve inherent risks — including physical contact, use of tools, chemicals, heat or sharp instruments, and entry into private premises — and that, to the maximum extent permitted by law, you assume those risks. Either party may end a session that feels unsafe and should contact support and, where appropriate, the authorities.
Prohibited conduct
You must not: take or solicit bookings or payments outside the Platform; harass, threaten, discriminate against or endanger any person; provide false information, impersonate others, or post fake reviews or portfolios; circumvent, overload, scrape, reverse-engineer or interfere with the Platform or its security; use the Platform for anything unlawful, or for any service that is illegal, sexual in nature, or outside the personal-care categories TAJA offers. TAJA has zero tolerance for objectionable content and abusive users: anything abusive, hateful, sexual, threatening or otherwise objectionable in a profile, portfolio, review or message is removed, and so is the account that posted it. Breach is grounds for immediate removal and may be reported to the authorities.
Content and intellectual property
The Platform, including its software, design, text, graphics and trademarks, is owned by TAJA or its licensors and is protected by law; these Terms grant you only a limited, revocable, non-exclusive, non-transferable licence to use the Platform for its intended purpose. You retain ownership of content you upload (such as profile and portfolio photos), but you grant TAJA a worldwide, royalty-free, sublicensable licence to host, use, reproduce, adapt and display that content to operate, promote and improve the Platform. You represent that you own or have all rights to the content you upload and that it does not infringe any third party's rights or any law. You must not use TAJA's name or marks without written permission.
Disclaimer of warranties
To the maximum extent permitted by law, the Platform is provided "as is" and "as available", without warranties of any kind, whether express, implied or statutory, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, or that the Platform will be uninterrupted, error-free, secure, or that any Professional or service will meet your expectations. TAJA does not warrant or endorse any Professional, Client, or service, and any reliance you place on them is at your own risk. Nothing in these Terms excludes any warranty or right that cannot lawfully be excluded under the law applicable to you.
Limitation of liability
To the maximum extent permitted by law, TAJA, its owners, employees and agents will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, data, goodwill, or for any personal injury, property damage, or loss arising from the acts or omissions of a Professional or Client, the conduct of any service, or your use of or inability to use the Platform, whether based in contract, tort (including negligence), or otherwise, and whether or not TAJA was advised of the possibility. To the maximum extent permitted by law, TAJA's total aggregate liability for all claims connected to a particular booking is limited to the amount of the platform service fee TAJA actually earned on that booking, and its total aggregate liability for all other claims is limited to KES 10,000. These limits apply together, not separately. Nothing here limits liability for death or personal injury caused by TAJA's own negligence, for fraud, or for any liability that cannot be limited under the law applicable to you.
Indemnity
You agree to indemnify, defend and hold harmless TAJA, its owners, employees and agents from and against any claims, liabilities, damages, losses and expenses (including reasonable legal fees) arising out of or connected to: your use of the Platform; your bookings or the services you provide or receive; your content; your breach of these Terms or any law; or your violation of the rights of any third party. TAJA reserves the right to assume the exclusive defence of any matter subject to indemnity by you, in which case you agree to cooperate.
Suspension and termination
You may stop using TAJA and request deletion of your account at any time. We may suspend or terminate your access at any time, with or without notice, for breach of these Terms, suspected fraud or abuse, risk to others, or as required by law. On termination, the licences granted to you end; provisions that by their nature should survive — including payment obligations, content licences, disclaimers, limitation of liability, indemnity, and dispute terms — survive. Where we terminate a Professional, verified payouts already earned for completed, confirmed work are still settled. When we suspend a profile or hold payouts we tell you, in the app, and say why unless the law or someone's safety prevents it. If you think we got it wrong, reply to any TAJA email or write to info@taja.co.ke within 30 days: a person will review it and reply within 5 working days.
Changes to the Platform and Terms
We may modify, suspend or discontinue any part of the Platform at any time. We may also update these Terms; material changes will be signalled in the app. Your continued use after changes take effect constitutes acceptance. If you do not agree to a change, your remedy is to stop using the Platform.
Governing law and dispute resolution
These Terms are governed by and construed in accordance with the laws of Kenya, without regard to conflict-of-laws rules, and any dispute that cannot be resolved informally will be subject to the exclusive jurisdiction of the competent courts of Kenya. Before commencing formal proceedings, you agree to first contact TAJA in good faith to seek a resolution. If you use TAJA from outside Kenya, this choice of law and forum does not deprive you of the protection of any mandatory consumer-protection rules of your country of residence that cannot be varied by agreement. If any provision of these Terms is held unenforceable, the remaining provisions continue in full force, and the unenforceable provision will be enforced to the maximum extent permissible.
General
These Terms, together with the policies they incorporate, are the entire agreement between you and TAJA regarding the Platform and supersede any prior agreements. TAJA's failure to enforce any right is not a waiver of it. You may not assign these Terms without our consent; we may assign them to an affiliate or successor. Nothing in these Terms confers rights on any third party except TAJA's indemnified parties. Notices to you may be given in the app or by the contact details on your account.
Contact
Questions or complaints: info@taja.co.ke.