Legal

Terms & Conditions

Please read and understand these entire User Terms before you use the Platform.

Last updated: 22nd February 2026

Terms and Conditions

This Application/Service is operated by VeriStay Kenya ("VeriStay", "we", "us", or "our").

These terms and conditions ("User Terms") apply to your use of the VeriStay mobile application and website (the "Platform"), as well as all information, recommendations, and services provided therein. This document is an electronic record in terms of the Kenya Information and Communications Act and does not require any physical or digital signatures.

By clicking on the "I ACCEPT" or "REGISTER" button, or by using the Platform to list a property or book a stay, you are consenting to be bound by these User Terms.

Please ensure that you read and understand these entire User Terms before you use the Platform.

If you do not accept any of the User Terms, then please do not avail any of the services being provided therein.

Your agreement to these User Terms shall operate as a binding agreement between you and VeriStay Kenya in respect of the use and services of the Platform.

By accepting these User Terms, you also allow VeriStay to send you promotional emails, notifications, and SMS alerts from time to time.

Our Core Values

We built VeriStay on a foundation of:

  1. Accountability
  2. Transparency
  3. Compliance
  4. Reliability
  5. Trust

These Terms are designed to reflect those values and ensure a safe, fair community for all Users.

1. Definitions

All of the defined and capitalized terms in these User Terms will have the meaning assigned to them here below:

"Account": Shall mean the account created by a User (Host or Guest) on the Platform.
"Applicable Laws": Shall mean and include all applicable statutes, acts of the Parliament of Kenya, laws, ordinances, rules, by-laws, regulations, notifications, guidelines, policies, and directives of any governmental authority in the Republic of Kenya, including but not limited to the Tourism Regulatory Authority (TRA) and the Kenya Revenue Authority (KRA).
"Booking": Shall mean a reservation made by a Guest for a Listing via the Platform.
"Booking Fee/Commission": Shall mean the fee payable to VeriStay for the use of the Platform, currently set at 12% (twelve percent) of the total Booking value.
"Cancellation": Shall mean the termination of a confirmed Booking by either the Guest or the Host, subject to the terms in Clause 8.
"Check-in Code": Shall mean the unique code generated by the Platform and provided to the Guest, which the Guest provides to the Host upon arrival to confirm check-in and release funds to the Host.
"Guest / You": Means a person who has an Account on the Platform and seeks to book a stay at a Listing.
"Host": Means a person who has an Account on the Platform and lists a Property for short-term rental.
"Listing": Shall mean a Property listed by a Host on the VeriStay Platform.
"M-Pesa": Shall mean the mobile phone-based money transfer and payment service facilitated by Safaricom, which is integrated into the Platform for KES transactions.
"Platform": Shall mean the "VeriStay Kenya" mobile application and website.
"Property / Premises": Shall mean the residential unit, apartment, house, or studio listed for rent by a Host.
"Total Stay Fee": Shall mean the total amount payable by the Guest, including the nightly rate, cleaning fees, and any applicable taxes.
"Verification Fee": Shall mean the one-time, non-refundable fee paid by the Host to VeriStay to cover the cost of dispatching a team to physically inspect and verify the Property before it is listed.
"VeriStay / us / we / our": Shall mean VeriStay Kenya.

2. Eligibility

You will be "Eligible" to use the Services only when you fulfill all of the following conditions:

  • You have attained at least 18 (eighteen) years of age.
  • You are competent to enter into a contract under the Applicable Laws of Kenya.
  • You are not restricted from using the Platform under any sanction or legal prohibition.

3. Registration and Account

3.1. You can register on the Platform by providing true, accurate, and complete registration data, including your name, email, ID, and phone number.

3.2. You are solely responsible for maintaining the confidentiality of your account credentials. You are liable for all activities that occur through your Account.

3.3. VeriStay reserves the right to suspend or terminate your Account if we believe the information provided is incorrect or fraudulent.

4. The VeriStay Service

4.1. Platform Role: VeriStay is a community-driven, trust-first platform that acts as an intermediary. We connect Guests with Hosts and facilitate secure transactions. We do not own, manage, or control the Properties listed on our Platform. Our primary role is to verify Listings and provide a safe transaction environment.

4.2. Verification (The "Veri" in VeriStay): Before any Property is listed, Hosts must pay a Verification Fee. VeriStay will dispatch a team to physically inspect the premises to ensure it meets our quality standards and that the photos and details provided are accurate. This is a one-time process.

4.3. Localized Payments: All transactions on the Platform are processed in Kenyan Shillings (KES) via native M-Pesa STK Push (Paybill) integration to eliminate foreign exchange confusion.

4.4. Community Support: VeriStay offers concierge-style support via WhatsApp and in-app chat to assist Users with bookings, disputes, and inquiries.

5. Host Responsibilities and Terms

5.1. Listing Application: A Host must apply to list their Property and pay the required Verification Fee as determined by the system (based on location and number of units).

5.2. Accuracy of Information: Hosts must provide all details required during verification. Providing false documents or information regarding the premises is a material breach of these Terms.

5.3. Maintenance: Hosts must maintain their premises in the best condition possible, even after verification.

5.4. Regulatory Compliance: Hosts are solely responsible for ensuring compliance with all relevant government authorities, including but not limited to registration with the Tourism Regulatory Authority (TRA) and remittance of taxes to the Kenya Revenue Authority (KRA).

5.5. Illegal Activities: Hosts must not allow the conducting of illegal activities on their premises. If discovered, VeriStay will report the matter to the relevant authorities.

5.6. Prohibition on Extra Fees: Hosts shall not ask Guests for additional fees outside the Platform during the Guest's stay. All fees must be captured in the Total Stay Fee.

6. Guest Obligations and Terms

6.1. Compliance: Guests agree to comply with all premises rules and applicable local laws.

6.2. Property Care: Guests agree to treat the Property and its contents with respect and leave it in the same condition as found upon arrival.

6.3. Parties and Events: Guests shall refrain from hosting events or parties without the Host's prior written consent.

6.4. Reporting Issues: Guests must promptly notify the Host and VeriStay of any issues, maintenance problems, or safety hazards discovered upon arrival or during the stay.

6.5. Check-in/Check-out: Guests must adhere to the specified check-in and check-out times unless an alternative arrangement is explicitly agreed upon with the Host in writing.

7. Fees, Payment, and Compensation

7.1. Host Fees:

  • Verification Fee: A one-time, non-refundable fee paid by the Host prior to listing.
  • Commission: On all successful bookings, a uniform fee of 12% (twelve percent) shall be charged on the total value of the Booking. This is deducted before payout to the Host.

7.2. Guest Payment:

  • The Guest shall pay the Total Stay Fee via M-Pesa at the time of booking.
  • Funds are held by VeriStay pending successful check-in.

7.3. Host Payout:

The funds from the booking, minus the 12% commission, shall be deposited into the Host's designated M-Pesa or Bank account within 24 (twenty-four) hours after the Host keys in the unique Check-in Code provided by the Guest into the system.

7.4. Cancellation Compensation to Host:

  • Upon a successfully cancelled booking request by a Guest, a fee equivalent to 12% of the total value of the booking shall be paid to the Host as compensation. This shall be availed in the Host's account within 24 hours after the time of the successful cancellation.
  • No compensation shall be offered to the host upon successful rescheduling of the booking (e.g., a change in dates). The same rules as those of a successful booking shall apply in this case.

8. Cancellation Policy

8.1. Guest Cancellation:

  • If a Guest cancels a booking, the Host shall receive the 12% compensation as outlined in Clause 7.4.
  • 8% of the Total Stay Fee shall be used as a maintenance fee by VeriStay.
  • The remaining 80% of the Total Stay Fee shall be refunded to the Guest via the original payment method (M-Pesa) within a reasonable timeframe, subject to processing times of payment partners.

8.2. Host Cancellation:

If a Host cancels a confirmed booking, VeriStay may impose a penalty on the Host and delist the Property temporarily. The Guest shall receive a full refund of 100% of the Total Stay Fee.

8.3. Force Majeure:

In case of a Force Majeure Event (see Clause 14), both parties may be entitled to a full refund without penalty, subject to verification by VeriStay.

9. Property Delisting

A Property already listed on the platform shall be delisted if it is found that the Host has violated the terms in the following ways (including but not limited to):

  • Providing false documents or information regarding the premises during verification.
  • Non-compliance with relevant authority regulations (TRA, KRA, etc.) at any given time.
  • Failure to maintain the premises in the best way possible.
  • Knowingly allowing the conducting of illegal activities on the premises.
  • Asking for additional fees from the Guest outside the Platform during their stay.

Procedure:

  • Claims shall be investigated accordingly by VeriStay.
  • In the case of illegal activities, the matter shall be forwarded to the relevant authorities (e.g., Kenyan Police).
  • For other cases, the property shall be delisted until the Host complies fully, after which they must apply for re-verification and pay the required Verification Fee again.

10. Indemnification

By accepting these User Terms, you agree that you shall defend, indemnify, and hold VeriStay Kenya, its affiliates, and their respective officers, directors, employees, and agents harmless from and against any and all claims, costs, damages, losses, liabilities, and expenses arising out of or in connection with:

  • Your violation or breach of any term of these User Terms or any Applicable Law in Kenya.
  • Your violation of any rights of any third party (including Hosts, Guests, or neighbors).
  • Your use or misuse of the Platform or a Property.
  • Any damage to a Property caused by you (as a Guest).

11. Limitation of Liability

11.1. VeriStay is merely an electronic platform facilitating transactions. We are not a party to any agreement between Hosts and Guests.

11.2. To the maximum extent permitted by Kenyan law, VeriStay shall not be liable for:

  • Any death, personal injury, or property damage arising from a stay.
  • Any loss or damage to Guest belongings.
  • Any issues with the condition, safety, or legality of the Property itself.
  • Any indirect, punitive, incidental, or consequential damages.

11.3. In the event VeriStay is found liable, our aggregate liability shall not exceed the total fees paid by you to VeriStay in the 12 months preceding the claim.

12. Intellectual Property

All rights, title, and interest in and to the Platform, including text, graphics, logos, and software, are the property of VeriStay Kenya and are protected by Kenyan intellectual property laws.

13. Termination

13.1. By You: You may close your Account at any time by following the instructions on the Platform.

13.2. By VeriStay: We reserve the right to suspend or terminate your Account immediately if you violate any term of these User Terms, misuse the Platform, or if we suspect fraudulent activity.

14. Force Majeure

VeriStay shall not be liable for any failure to perform obligations under these User Terms if the performance is prevented, hindered, or delayed by a Force Majeure Event, including but not limited to acts of God, war, terrorism, riots, government regulations, or telecommunications/internet outages.

15. Dispute Resolution

15.1. Amicable Settlement: In the spirit of our community-first model, any dispute, claim, or controversy arising out of or relating to these User Terms or a Booking shall first be attempted to be resolved amicably through negotiation and consultation.

15.2. VeriStay Mediation: Users may submit disputes to VeriStay's support team for mediation. We will use best efforts to facilitate a resolution based on the evidence provided.

15.3. Arbitration: If the dispute cannot be resolved amicably within 30 (thirty) days, the dispute shall be referred to and finally resolved by arbitration in accordance with the Arbitration Act of Kenya (Cap 49). The arbitration shall be conducted in Nairobi by a single arbitrator mutually appointed by the parties. The decision of the arbitrator shall be final and binding.

15.4. Jurisdiction: These User Terms shall be governed by the laws of the Republic of Kenya.

16. Modification of Terms

VeriStay reserves the right to modify or replace these User Terms at any time. The most current version will always be posted on the Platform. Your continued use of the Platform after any changes constitutes your acceptance of the new Terms.