Terms of Use
These terms are the agreement between you and [LEGAL ENTITY] ("KAZI", "we", "us") for using the Swala Kazi app. When you tap "I agree" in the app we record which version you accepted and when. Under the Electronic Transactions Act, 2015 that record is your signature.
In short
- KAZI is a marketplace. We connect customers with independent helpers. We do not employ helpers, and we do not do the work ourselves.
- You pay in the app. Your payment is held by our licensed payment partner until the job is done, and then it is paid to the helper.
- If your helper doesn't arrive within 30 minutes of the start time, you get your full payment back.
- Only payments made in KAZI are protected. Cash or direct payments are between you and the helper; KAZI can't help with them.
- KAZI is not liable for loss or damage caused by a helper or a customer. We do investigate, suspend accounts, and share a helper's checked identity with the police on a valid request.
1. Who we are
Swala Kazi ("KAZI") is operated by [LEGAL ENTITY], [ADDRESS], Tanzania. Email: support@kemosabeonline.uk.
2. What KAZI does, and what it does not do
KAZI is an app where people who need help at home ("customers") find and book independent home-service providers ("helpers") for cleaning, laundry, cooking and similar work. We:
- show helper profiles, hourly rates and reviews;
- check each helper's identity before they can be booked (see section 11);
- collect payment through our licensed payment partner and pay the helper after the job;
- keep a record of every booking step (time, who acted, and location where relevant) as evidence;
- provide in-app chat and calls, and handle reports and disputes.
Helpers are independent. Each helper sets their own hourly rate, chooses which requests to accept and may decline any request. Helpers are not employees, agents or partners of KAZI. The home service is provided by the helper to the customer. KAZI is the intermediary that connects them and handles the payment.
KAZI does not supervise work inside your home, does not employ or insure helpers, and cannot guarantee anyone's conduct.
3. Your account
- You must be at least 18 years old.
- Give true information and keep it up to date. One person may have one account.
- Keep your phone and sign-in codes private. You are responsible for what is done from your account.
- Helpers also accept the Helper Agreement. Everyone follows the Code of Conduct.
- Your personal data is handled as described in the Privacy Policy.
4. How a booking works
- Request. You choose a helper, date, start time, hours and address. The start must be at least 1 hour from now, East Africa Time. The price is fixed when you book; a later change to the helper's rate does not change it. Overnight jobs can't be booked yet.
- The helper answers. The helper has 2 hours to accept. If they don't answer, the request is cancelled automatically. Nothing has been paid.
- You pay. After the helper accepts, pay within 2 hours, and no later than 1 hour before the start. If you don't, the booking is cancelled automatically and the helper's time is freed.
- Confirmed. Only now does the helper see your exact address and map pin. Before this, the helper sees your district and ward only. The helper can see the exact address until 24 hours after the job is completed.
- On the way and arrival. The helper taps "On my way" (Ninaelekea) when setting off, and "I've arrived" (Nimefikisha) at your door. Arrival is checked by GPS: the helper must be within 500 metres of the booking pin. If the helper's GPS doesn't work, you can confirm the arrival in the app.
- The work. The helper can't mark the job finished before half of the booked time has passed, unless you approve an early finish. The helper must upload at least one "after" photo and confirm that the agreed work is done.
- You confirm. Confirm the job, or tap "Report a problem", within 24 hours of the helper finishing. If you do neither, and the arrival was checked by GPS or by you, we treat the job as done and pay the helper. If the arrival was not checked, the payment waits for you or for our team.
5. Prices and fees
- Price = the helper's hourly rate × the hours booked.
- You pay the price + a 15% KAZI service fee. The total is shown before you pay.
- The helper receives the price − a 15% KAZI commission. The helper sees "You receive TZS X" on every request before accepting.
- All amounts are in Tanzanian shillings (TZS). There are no hidden charges. The only other charge is the TZS 1,500 transfer fee on some refunds, explained in section 7.
6. Payments
You pay in the app with mobile money. Your payment is collected and held by our licensed payment partner until the job is done, and then it is paid to the helper's phone. KAZI will never ask you to pay a helper directly.
Money is never held without an end. Within 7 days after the booked job, every paid booking ends in one of three ways: the helper is paid, you are refunded, or the money is split between you. If no decision has been made by then, we decide on the evidence: if the helper's arrival was checked and there is an "after" photo, the helper is paid; otherwise you are refunded.
Refunds go to the mobile money number you paid with.
7. Cancellations and refunds
| Who cancels | When | Customer gets back | Helper gets |
|---|---|---|---|
| Customer | Before paying (before or after the helper accepts) | Nothing was paid | — |
| Customer | Paid, more than 24 hours before the start | 100% of what you paid. KAZI pays the transfer fee | Nothing |
| Customer | Paid, 2 to 24 hours before the start | The price, minus the transfer fee (the KAZI fee is kept) | Nothing |
| Customer | Paid, less than 2 hours before the start, or after the helper tapped "On my way" | 50% of the price, minus the transfer fee | 50% of the price, minus the 15% commission |
| Helper | Any time after accepting | 100% of what you paid. KAZI pays the transfer fee | Nothing, and a strike |
| Helper doesn't arrive | 30 minutes after the start, with no arrival | 100% of what you paid. KAZI pays the transfer fee | Nothing, and a strike |
| KAZI (automatic) | Request not answered within 2 hours | Nothing was paid | — |
| KAZI (automatic) | Accepted but not paid within 2 hours, or by 1 hour before the start | Nothing was paid | — |
You can cancel in the app until the helper arrives. The app shows exactly how much you will get back before you confirm the cancellation. Once the helper has arrived, use "Report a problem" instead.
8. If the helper doesn't arrive
If your helper hasn't arrived 30 minutes after the start time, the app shows a "Helper hasn't arrived" button. Tap it and you get your full payment back, including the KAZI fee; KAZI pays the transfer fee. The helper receives a strike.
A helper who arrives and then leaves because they feel unsafe has not "failed to arrive". We review these cases (see the Code of Conduct).
9. Reporting a problem and how disputes are decided
- Either side can report a problem in the app while the payment is still held.
- Damage, theft, harassment and safety problems can also be reported up to 24 hours after the payment has been released.
- While a report is open, the payment stays held and the job can't be confirmed.
- We tell the other side about the report. They have 24 hours to give their account and evidence.
- Our team aims to decide within 72 hours, based on the booking record: arrival GPS, times, photos, chat and both statements. The outcome can be: the helper is paid, you get a full refund, or a partial refund with the rest paid to the helper.
- If our team has not decided by the 7-day limit in section 6, the evidence decides: if the helper's arrival was checked (by GPS or by you) and there is an "after" photo, the helper is paid; otherwise you are refunded.
- The side that loses a dispute may receive a strike.
10. Damage, theft and loss
KAZI connects you with an independent helper, and we do not control what happens inside your home. KAZI is not liable for loss of, or damage to, property caused by a helper or by a customer. When damage or theft is reported, KAZI will:
- investigate, using the booking record, photos, GPS and statements;
- suspend the account of the person responsible while we investigate, and close it if the report is confirmed;
- share the helper's checked identity with the police on a valid request; and
- where the report is made while the payment is still held, hold back or refund that job payment if the evidence supports the report.
Once a payment has been released to the helper, we can still investigate, suspend and cooperate with the police, but we can't recover money that has already been paid out.
To protect yourself: lock away cash, jewellery and valuables before the helper arrives; list fragile items in the booking instructions; and report accidental damage with photos within 24 hours. Any claim for compensation for damage or theft is between you and the person responsible, and you may take it to the police or the courts.
11. What "ID checked" means
"ID checked" (Kitambulisho kimekaguliwa) on a helper's profile means that, on the date shown, KAZI:
- checked that the helper's national ID number (NIDA) is in a valid format and not already used on another account;
- checked that the helper is at least 18 years old;
- compared the ID photos with a video selfie of the helper; and
- had a person on our team approve the result.
It does not mean a criminal record or background check, a reference check or a skills test. "Police clearance checked" is shown only for helpers who uploaded a police clearance certificate that our team approved. Only those helpers can offer childcare.
12. Payments outside the app and contact details
Only payments made in KAZI are protected. Cash or direct payments are between you and the helper; KAZI can't help with them, can't refund them and can't settle disputes about them.
Phone numbers are never shown to the other side. Use the in-app chat and calls. Phone numbers, email addresses and links typed in chat are hidden automatically. Asking for or offering payment outside the app, or trying to move a booking outside the app, can lead to a strike.
13. Strikes and suspension
- A strike can be given for: not arriving, cancelling after accepting, asking for or making payments outside the app, losing a dispute, and harassment.
- 3 strikes within 90 days suspend the account automatically, and our team then reviews it.
- We may suspend any account straight away to protect someone's safety, or while we investigate a serious report.
- A suspended person may not open a new account with the same ID number or phone number.
- To appeal, email support@kemosabeonline.uk.
14. Services not offered yet
- Childcare can be booked only with helpers whose police clearance KAZI has approved.
- Monthly contracts or long-term employment are not offered through KAZI. If you hire someone outside the app, that arrangement is between you and them.
- Overnight jobs can't be booked yet.
15. Reviews
Only a completed, paid booking can be reviewed. Customers review helpers and helpers can rate customers. Reviews must be honest and about the job. We may remove reviews that are abusive, false or contain personal details.
16. Limits on our responsibility
We work to keep the app available and accurate, but it is provided "as is" and may sometimes be unavailable. As far as the law allows, KAZI's total liability to you for a booking is limited to the fees KAZI received for that booking. Nothing in these terms takes away rights you have under Tanzanian consumer law that cannot be excluded.
17. Ending, changes and law
- You can stop using KAZI and delete your account at any time.
- When we change these terms in a way that matters, we publish a new version and the app asks you to accept it before you continue.
- These terms are governed by the laws of the United Republic of Tanzania. Please contact support first; if a dispute with KAZI can't be settled, the courts of Tanzania decide.
18. Contact
[LEGAL ENTITY], [ADDRESS], Tanzania · support@kemosabeonline.uk