Tunga Terms and Conditions

Effective date: June 25, 2026 Terms URL: https://www.tunga.ke/terms-and-conditions Privacy URL: https://www.tunga.ke/privacy-policy

1. Agreement

These Terms and Conditions govern access to and use of the Tunga platform operated by Vaughn Price Limited. The platform includes:

Tunga — the customer app for finding, booking, paying, messaging, reviewing, and managing local service orders
Tunga Provider — the provider app for creating a service profile, receiving requests, managing availability, messaging customers, completing jobs, and receiving payments
the Tunga website, legal pages, support flows, admin tools, and backend systems that support both apps

By creating an account, using either app, booking a service, offering services, uploading documents, making payments, receiving payouts, using support, or using admin tools, you agree to these Terms and to the Tunga Privacy Policy.

If you do not agree, do not use the Tunga platform.

2. What Tunga Provides

Tunga provides marketplace technology that helps:

customers use the Tunga app to discover, request, book, pay, message, review, and manage service orders
service providers use Tunga Provider to create profiles, receive requests, manage availability, communicate with customers, receive payments, and build trust through verification or credential badges
authorised admins review providers, identity verification, optional credentials, payments, payouts, disputes, support requests, and safety issues

Tunga is a marketplace platform. Unless expressly stated otherwise, service providers are independent users and are not employees, agents, representatives, or contractors of Tunga or Vaughn Price Limited.

3. Eligibility

You must:

be at least 18 years old
provide accurate account information
keep your login and OTP access secure
use the app only for lawful purposes
comply with Kenyan law and any rules that apply to your service category, location, or payment method

Service providers are responsible for having the skills, tools, licences, permits, insurance, tax registration, and qualifications required for the services they offer.

4. Accounts and OTP Verification

Tunga supports account verification and login using mobile OTP or email OTP.

You agree that:

the phone number and email you provide belong to you or are authorised for your use
you will not share OTP codes with anyone
you are responsible for activity on your account
customers must use the Tunga customer app for customer activities
providers must use Tunga Provider for provider activities
Tunga may refuse, suspend, restrict, or terminate accounts that use false information or create safety, fraud, payment, legal, or reputational risk

5. Customer Responsibilities

Customers agree to:

provide accurate booking details and service locations
be available at the agreed location and time
treat providers, staff, and other users respectfully and lawfully
pay required fees before receiving services where payment is required
use the Tunga customer app for bookings, payments, messages, disputes, and reviews
not bypass Tunga payment, support, dispute, or safety workflows where the app requires them
not harass, threaten, abuse, discriminate, exploit, or endanger providers or other users
raise disputes honestly and with relevant evidence
review providers only after genuine eligible service interactions

6. Service Provider Responsibilities

Service providers agree to:

use Tunga Provider for provider profile, availability, service request, messaging, verification, payout, and job management features
provide accurate profile, profession, service, pricing, location, availability, and payout information
only offer services they are qualified and legally allowed to perform
comply with applicable licensing, safety, tax, consumer protection, labour, and professional requirements
arrive prepared and provide services with reasonable skill and care
keep customer information confidential and use it only for the booked service
not impersonate another provider or misrepresent qualifications, identity, credentials, pricing, availability, experience, ratings, or service scope
respond to booking requests honestly and promptly
not move customers off-platform to avoid safety, payment, fee, support, or dispute processes
cooperate with Tunga support, safety, payment, verification, and dispute reviews

7. Provider Approval and Identity Verification

Tunga may require service providers to complete identity verification before they can go live, receive bookings, access some features, or receive payouts.

Identity verification may be reviewed manually by Tunga admins or processed through a verification provider such as Smile ID. Tunga may approve, reject, re-review, suspend, or revoke provider verification where needed for safety, fraud prevention, legal compliance, payment compliance, or platform trust.

Identity verification means Tunga has reviewed provider identity information. It does not guarantee service quality, professional licensing, insurance, availability, legality, or suitability for every job.

8. Optional Credential Verification

Service providers may optionally upload certificates, degrees, licences, diplomas, trade qualifications, or professional memberships for admin review.

Credential verification is optional unless a future service category legally or operationally requires a specific credential.

If Tunga approves a credential, Tunga may show a public badge such as "Credential Verified" or "Verified Electrician". A credential badge means Tunga reviewed the submitted document and approved the badge based on the information available at the time of review. It is not a guarantee that:

the provider will perform every service correctly
the provider remains licensed after the review date
the credential is accepted by every regulator, customer, employer, insurer, or authority
Tunga is responsible for the provider's professional conduct

Tunga may remove or change credential badges if documents expire, are disputed, appear inaccurate, or create legal, safety, or trust risk.

9. Bookings, Payments, Payouts, and Fees

Tunga may charge booking fees, service fees, provider fees, payment processing fees, payout fees, cancellation fees, or other charges displayed in the app.

Payments and payouts may be processed through providers such as M-Pesa, Paystack, Safaricom, banks, or similar payment providers. You agree to follow the payment and payout instructions shown in the relevant app.

Tunga may hold, release, refund, reverse, or delay payments and payouts where supported by the app's payment flow, dispute rules, provider or customer conduct, fraud checks, tax or accounting requirements, legal requirements, or payment provider rules.

Users must not submit fraudulent payment information, reverse payments dishonestly, request off-platform payments where prohibited, or use another person's payment method without authorisation.

10. Cancellations, Refunds, Payout Holds, and Disputes

Cancellation, refund, release, payout hold, and dispute handling may depend on:

booking status
provider response
payment or payout status
evidence submitted by either party
chat records
location or order records
platform safety rules
payment provider rules
legal, tax, or accounting requirements

Tunga may review disputes and make a reasonable operational decision, including refunding a customer, releasing payment to a provider, holding a payout, cancelling an order, suspending an account, removing a listing, or requesting more information.

11. Messaging and User Conduct

Tunga may allow in-app messaging between customers and providers according to booking status.

Users must not send:

threats or harassment
discriminatory or abusive content
illegal content
spam
sexual exploitation or unsafe content
payment fraud or off-platform circumvention requests
private data that is not needed for the booking
false claims about identity, services, payments, reviews, or disputes

Tunga may review chat records for safety, support, disputes, fraud prevention, payment review, and legal compliance.

12. Location and Availability

Customers may use location to set service addresses and find nearby providers.

Providers may use location in Tunga Provider to show service base, distance, live availability, or online/offline status. Provider location features depend on device permission, app state, network availability, approval status, and verification status.

Location estimates may be inaccurate and should not be treated as a guarantee of arrival time, provider position, customer position, or service availability.

13. Reviews and Ratings

Customers may rate or review providers after eligible bookings. Reviews must be honest, relevant, and based on real experiences.

Providers must not submit fake reviews, pressure customers for reviews, retaliate against customers for reviews, or offer improper incentives for ratings.

Tunga may remove, hide, or moderate reviews that are fraudulent, abusive, discriminatory, irrelevant, unsafe, unlawful, or otherwise harmful to marketplace trust.

14. Prohibited Use

You must not:

use Tunga for illegal services or illegal goods
impersonate another person or business
upload fake, altered, stolen, expired, or misleading documents
harass, threaten, abuse, exploit, or discriminate against others
scrape, reverse engineer, overload, or attack either app, the website, or backend systems
bypass payment, payout, verification, safety, support, or dispute systems
create multiple accounts to avoid enforcement
submit false disputes, fake bookings, fake reviews, fraudulent payments, or fraudulent payout details
misuse customer, provider, admin, or support data
use either app in a way that could harm users, Tunga, payment providers, app stores, or third-party systems

15. Safety and Incidents

Users are responsible for their own conduct and safety during service interactions.

Tunga may assist with incident review by using account records, bookings, payments, payouts, chat, location records, verification metadata, credential records, support records, and admin notes. Tunga may cooperate with law enforcement where legally required or necessary to protect users.

In an emergency, users should contact local emergency services first.

16. Account Suspension or Termination

Tunga may suspend, restrict, terminate, hide, or remove an account, provider listing, booking, badge, review, message, or feature access if:

the user violates these Terms
the account creates fraud, safety, payment, payout, legal, app store, or reputational risk
verification, credential, profile, service, or payment information is false, expired, or disputed
the user abuses staff, admins, customers, providers, or the platform
required payment, payout, tax, identity, or safety checks fail
law, payment provider rules, app store rules, or platform safety rules require action

Tunga may also block bookings, hold payouts, remove provider listings, revoke badges, or hide profiles where needed.

17. Data and Privacy

Tunga handles personal data according to the Privacy Policy:

https://www.tunga.ke/privacy-policy

By using either app, you agree that Tunga may process data needed for account authentication, bookings, payments, payouts, messaging, provider verification, optional credential review, safety, support, disputes, analytics, legal compliance, and platform operations.

18. Third-Party Services

Tunga relies on third-party services such as Supabase, M-Pesa, Paystack, Safaricom, Smile ID or similar verification providers, notification services, app stores, and geocoding or location services.

Third-party services may have their own terms, privacy policies, uptime limits, fees, eligibility rules, refund rules, and operational requirements. Tunga is not responsible for failures caused by third-party systems outside Tunga's reasonable control.

19. Intellectual Property

Tunga owns or licenses the apps, website, brand, software, design, workflows, admin tools, platform content, and related intellectual property, except content provided by users or third parties.

Users may not copy, modify, distribute, reverse engineer, or misuse Tunga's software, name, branding, or content without permission.

Users retain ownership of content they upload, such as profile photos, service descriptions, chat messages, reviews, and credential documents, but grant Tunga permission to use that content as needed to operate the platform, display profiles, review credentials, process bookings, handle disputes, provide support, and protect users.

20. Disclaimers

Tunga provides the platform on an "as available" basis. We do not guarantee that:

every provider is suitable for every job
every customer request will be accepted
every provider will be available at a particular time or location
every service will be completed to a particular result
payments, payouts, notifications, messages, maps, OTP, or location services will always be uninterrupted
ratings, badges, reviews, or verification status eliminate all risk
third-party services will always be available

Users should use judgment before booking, accepting, performing, or paying for services.

21. Limitation of Liability

To the maximum extent allowed by law, Tunga is not liable for indirect, incidental, special, consequential, punitive, or loss-of-profit damages arising from use of either app, user conduct, service quality, third-party providers, payment providers, app stores, or disputes between customers and service providers.

Nothing in these Terms limits liability that cannot legally be limited.

22. Changes to These Terms

Tunga may update these Terms when either app, the website, services, laws, payment flows, verification processes, app store requirements, or business operations change.

The latest version will be available at:

https://www.tunga.ke/terms-and-conditions

Continued use of either app after changes means you accept the updated Terms.

23. Contact

For support, privacy, account, legal, or dispute questions, contact Tunga through the relevant app or at:

info@tunga.ke

Terms and Conditions