📜 Terms of Service

1. Acceptance of Terms

Welcome to HotBook ("we", "us", "our"). These Terms of Service ("Terms") govern your access to and use of the HotBook website (hotbook.co.ke), mobile application, and all related services (collectively, the "Platform").

By creating an account, using the Platform, or making a payment through HotBook, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

2. Eligibility

To use HotBook, you must:

• Be at least 18 years old.
• Have the legal capacity to enter into binding contracts.
• Not be barred from using the service under any applicable Kenyan law.
• Provide accurate, current, and complete information when registering.

3. Account Registration

3.1 Account Types

HotBook offers three user account types:

• Client: A traveler who browses hotels, unlocks details, books rooms, and orders food.
• Hotel Owner: A business that lists hotels on the Platform.
• Manager: A staff member appointed by a Hotel Owner to help manage hotel operations.

3.2 Account Security

You are responsible for maintaining the confidentiality of your login credentials. You must notify us immediately at info@hotbook.co.ke if you suspect any unauthorized access to your account.

4. Client Terms (Guests)

4.1 Free Browsing and Unlock Fee

Browsing basic hotel information on HotBook is free. To unlock full hotel details — including phone number, email, physical address, room prices, and booking options — you pay a one-time fee of KES 100.

This fee grants access to that hotel's details for 7 days. It is a service fee paid to HotBook, not the hotel.

4.2 Free Trial

New clients receive a 7-day free trial upon registration, granting full access to all hotel details on the Platform without charge.

4.3 Bookings and Payments

When you book a room or order food on HotBook, you agree to pay the full amount directly to the hotel using the payment method shown (typically M-Pesa). HotBook acts as an intermediary platform and does not process booking payments for hotels — it only facilitates the connection.

4.4 Confirmation Codes and Verification

When you pay via M-Pesa, you will receive a confirmation code. You may be asked to provide this code on the Platform for the hotel to verify your payment. You agree to provide accurate confirmation codes.

4.5 No-Shows and Cancellations

Cancellation and refund policies are determined by each individual hotel. HotBook does not control hotel refund policies. For cancellation requests, contact the hotel directly using the contact details you unlocked.

5. Hotel Owner and Manager Terms

5.1 Accurate Listings

As a Hotel Owner or Manager, you agree that:

• All information you post (hotel name, address, prices, menu, photos) is accurate and current.
• You own or have permission to use all photos you upload.
• Your prices, availability, and services are genuine.
• You will update your listing promptly when prices, availability, or services change.

5.2 Honoring Bookings

You agree to honor confirmed bookings made through HotBook. If you cannot accommodate a guest due to overbooking, you must:

• Notify the guest promptly.
• Offer a comparable alternative or full refund.
• Inform HotBook support within 24 hours.

5.3 Subscription and Fees

Hotel subscriptions on HotBook are as follows:

• Basic: KES 1,000 per month — full management tools.
• Featured: KES 5,000 per month — everything in Basic, plus free guest access (no unlock fee), priority search placement, and a Featured badge.

Subscriptions are billed monthly. Payment is due at the start of each month. No refunds for partial months.

5.4 Managers

Hotel Owners may invite Managers to help manage the hotel. Managers operate under the Owner's authority. Owners remain fully responsible for all actions taken by their Managers.

5.5 Staff Information

If you store employee information (names, ID numbers, salaries, payslips) on the Platform, you are the data controller for that information. You must:

• Obtain consent from your employees.
• Use the information only for legitimate business purposes.
• Keep it secure (we provide encrypted storage, but you control access).

5.6 Prohibited Conduct

As a Hotel Owner or Manager, you must NOT:

• Post fake reviews or ask others to do so.
• Misrepresent your hotel's services or quality.
• Charge extra fees not disclosed on the Platform.
• Use another hotel's photos or branding.
• Discriminate against guests based on race, ethnicity, religion, gender, disability, or any protected class.
• Manipulate subscription payments or try to avoid fees.

6. Prohibited Conduct (All Users)

All users of HotBook agree NOT to:

• Use the Platform for any illegal purpose.
• Attempt to hack, scrape, or reverse-engineer the Platform.
• Post viruses, malware, or harmful code.
• Impersonate another person or entity.
• Use the Platform to send spam or harass others.
• Try to circumvent the KES 100 unlock fee (e.g., sharing login credentials, using bots).
• Provide false M-Pesa confirmation codes.
• Abuse the free trial by creating multiple accounts.

Violation of these Terms may result in immediate account termination without refund, and possible legal action.

7. Payment Terms

7.1 M-Pesa Processing

All payments on HotBook are processed through M-Pesa via our payment partner Tuma APIs. By making a payment, you agree to M-Pesa's terms of service and the terms of Tuma.

7.2 Payment Failures

If a payment fails or is delayed, the service will not be activated until we receive confirmation of payment. HotBook is not responsible for delays caused by M-Pesa network issues.

7.3 Disputed Charges

If you believe you were charged in error, contact us at info@hotbook.co.ke within 7 days. Include your M-Pesa confirmation code, amount, and description of the issue.

8. Intellectual Property

All content on HotBook — including logos, design, text, code, and trademarks — is owned by HotBook or its licensors and is protected by copyright and trademark laws.

You may not copy, reproduce, modify, or distribute our content without written permission. You may, however, share links to hotel pages for personal, non-commercial use.

9. Platform Availability

HotBook is provided "as is" and "as available". We do not guarantee that:

• The Platform will be available 100% of the time.
• All hotels listed will have accurate or current information.
• Bookings will always be honored by hotels (though we require our hotel partners to honor them).
• The Platform will be free of bugs or errors.

We may suspend or discontinue the Platform temporarily for maintenance, upgrades, or unforeseen issues.

10. Limitation of Liability

To the fullest extent permitted by Kenyan law:

• HotBook is not liable for any loss, damage, or injury arising from your use of the Platform or your interaction with any hotel.
• HotBook is not responsible for the quality, safety, or accuracy of services provided by hotels.
• HotBook's total liability to any user is limited to the total amount that user has paid to HotBook in the previous 12 months.

11. Termination

11.1 By You

You may delete your account at any time by contacting us or using your account settings. Deleting your account does not refund any fees already paid.

11.2 By HotBook

We may suspend or terminate your account if you:

• Violate these Terms.
• Engage in fraudulent or illegal activity.
• Abuse other users or our staff.
• Fail to pay subscription fees when due.

12. Dispute Resolution

These Terms are governed by the laws of Kenya. Any dispute arising from these Terms or your use of HotBook will first be attempted to be resolved through good-faith negotiation.

If negotiation fails, the dispute shall be submitted to the exclusive jurisdiction of the courts of Kenya.

13. Changes to These Terms

We may update these Terms from time to time. When we do, we will revise the "Last updated" date at the top. Material changes will be communicated via email or a prominent notice on the Platform.

Continued use of HotBook after changes constitutes acceptance of the updated Terms.

14. Miscellaneous

• Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and HotBook.
• Severability: If any part of these Terms is found unenforceable, the rest remains in force.
• No Waiver: If we don't enforce a right, that doesn't mean we give it up.
• Assignment: You may not assign your rights under these Terms without our consent. We may assign ours at any time.

15. Contact Us