1. Agreement to these terms
These terms form a binding agreement between you and E Space regarding your use of the E Space mobile application and related services (the “Service”). By creating an account, listing a space, or making a booking, you accept these terms in full. If you do not accept them, do not use the Service.
2. Eligibility and your account
You must be at least 18 years old and legally able to enter contracts. You agree to give accurate registration details and to keep them current.
- You are responsible for everything done through your account.
- Keep your password and M-Pesa PIN private. E Space will never ask for your M-Pesa PIN.
- One person, one account. Accounts may not be sold or transferred.
- Tell us immediately if you believe your account has been accessed by someone else.
3. What E Space is, and is not
E Space is a marketplace. We provide the platform on which hosts advertise rentals, short stays and commercial spaces, and on which renters find and pay for them. We do not own, manage, inspect, or control any space listed.
Any agreement over a space is between the renter and the host directly. E Space is not a party to it, and is not a landlord, letting agent, or property manager.
4. Host obligations
If you list a space, you confirm that:
- You own the space or are authorised to let it.
- Your listing is truthful, including photos, price, size, location and availability.
- Photos are of the actual space, taken recently, and not copied from elsewhere.
- You will keep availability current and mark a space unavailable once it is taken, including when it is let offline.
- The price shown is the full price. Demanding extra payments outside the platform is prohibited.
- You comply with applicable Kenyan law, including tenancy, tax and safety obligations.
Listings that go long enough without confirmation may be hidden from search until you confirm they are still available. This protects renters from paying for spaces that are already taken.
5. Renter obligations
- Give accurate details when booking.
- Use the space only for what was agreed, and follow the house rules on the listing.
- Do not attempt to arrange payment outside E Space to avoid fees or escrow protection.
- Report anything materially different from the listing promptly, so it can be reviewed while funds are still held.
6. Payments and escrow
Payments are made through M-Pesa and held in escrow by our payments partner. Money is not sent to the host at the time you pay.
- Funds are released to the host only after you confirm move-in, or after the confirmation window set out in the app has passed without a dispute.
- If you raise a dispute before release, funds remain held while it is reviewed.
- A deposit shown on a listing is charged with your first payment and held in escrow alongside it. It reaches the host in the same release, when you confirm move-in.
- Returning the deposit at the end of your stay is a matter between you and the host, on the terms you agree with them. E Space holds it until move-in; it does not hold it for the length of your tenancy.
- Never send a deposit outside E Space. A request to send one to a phone number, before you arrive or instead of paying in the app, is the most common form of rental fraud — report it rather than paying it.
- You are responsible for any M-Pesa transaction charges applied by Safaricom.
E Space may withhold release where there is a credible report of fraud, an unsafe space, or a listing that does not exist.
7. Fees
Any service fee is shown before you confirm a booking. We may change our fees, but changes never apply to a booking already made.
8. Cancellations and refunds
- Cancel before the host confirms and you are refunded in full.
- After confirmation, request a refund in the app; our team reviews it against the listing and the messages between you.
- Funds stay in escrow while a request is open, so nothing is lost while it is reviewed.
- Refunds are returned to the M-Pesa number that paid.
9. Reviews
Reviews may only be left by someone with a genuine completed booking. Reviews traded for payment, left on your own listing, or written to damage a competitor will be removed and may cost you your account.
10. Prohibited conduct
- Listing a space you have no right to let, or that does not exist.
- Asking a renter to pay outside the platform.
- Impersonating another person, or using false identity documents.
- Harassment, discrimination or threatening behaviour toward any user.
- Scraping, reverse engineering, or interfering with the Service.
- Using the Service for money laundering or any unlawful purpose.
11. Verification
We may ask you to verify your identity before listing or before funds are released. Verification helps but does not guarantee that any user or space is as described. Use your judgement, view a space where you can, and keep communication in the app so there is a record.
12. Suspension and termination
We may suspend or close an account that breaches these terms or presents a risk to other users. Where funds are held for a booking involving a suspended account, they remain held until the matter is resolved. You may close your account at any time; obligations from bookings already made survive closure.
13. Limitation of liability
The Service is provided as is. To the extent permitted by law, E Space is not liable for the condition, safety or legality of any space, for the conduct of any user, or for indirect or consequential loss. Nothing in these terms excludes liability that cannot lawfully be excluded, including for fraud.
14. Disputes and governing law
These terms are governed by the laws of Kenya. We ask that you contact us first, through Help in the app or at espacesupport@gmail.com, so we can try to resolve the matter directly. Disputes not resolved that way are subject to the jurisdiction of the courts of Kenya.
15. Changes to these terms
We may update these terms. Where a change materially affects your rights we will bring it to your attention in the app before it takes effect. Continuing to use the Service after that means you accept the updated terms.
16. How to reach us
For anything about these terms, a booking, a payment held in escrow, or a listing you believe is not genuine, use Help in the app or write to espacesupport@gmail.com. Report suspected fraud or a request to pay outside the platform straight away — we act on those first.