Terms of Service
Legal agreement governing your use of ZikaraLink Travel platform and services.
Kenya Law
Governing law of the Republic of Kenya
Escrow Protection
Funds protected until service completion
Quality Standards
Performance-based agent tiers
Fair Disputes
Structured resolution process
Legal Compliance Statement
These Terms of Service comply with Kenyan legislation including the Contract Act (Cap 23), the Consumer Protection Act, 2012, the Kenya Information and Communications Act, 1998, and the Tax Procedures Act, 2015. ZikaraLink Travel is committed to fair and transparent business practices in accordance with Kenyan law.
Important: No Cancellations After Agent Payment
Once your booking deposit has been forwarded to the local service provider (agent, lodge, transport company, etc.), the booking becomes NON-CANCELLABLE and NON-REFUNDABLE. You will receive a notification before we release funds to partners. Please plan accordingly and consider travel insurance.
Acceptance of Terms
By using our platform, you agree to be bound by these terms
By accessing or using ZikaraLink Travel' platform, website, and services (collectively, the 'Platform'), you agree to be bound by these Terms of Service ('Terms'). If you do not agree to these Terms, please do not use our services. These Terms constitute a legally binding agreement between you and ZikaraLink Travel under the laws of the Republic of Kenya.
Electronic acceptance is legally binding under the Kenya Information and Communications Act, 1998
Continued use constitutes ongoing acceptance of updated terms
Different user roles have specific obligations under these Terms
User Roles & Eligibility
Requirements and restrictions for different user types
Agents
Requirements:
- Minimum age: 18 years (proof required)
- Valid Kenyan government ID (National ID, Passport, or Alien Card)
- KRA PIN certificate for tax compliance
- Valid mobile number (Safaricom, Airtel, or Telkom)
- Bank account or M-Pesa registered in your name
- Background verification and clearance
- Complete onboarding and training
- Maintain quality score -- 60
- Valid Certificate of Good Conduct (for tourism-related services)
- Relevant professional certifications where applicable
Restrictions:
- No criminal record for fraud or related offenses
- No active bankruptcy proceedings
- No previous platform bans or suspensions
Clients
Requirements:
- Minimum age: 18 years
- Valid contact information (email and phone)
- Valid payment method (M-Pesa, credit/debit card, or bank transfer)
- Agree to provide accurate booking information
- Comply with booking terms and cancellation policies
Restrictions:
- No fraudulent booking history
- No abusive behavior towards agents or support staff
Partners
Requirements:
- Registered business in Kenya (with Certificate of Incorporation)
- Valid KRA PIN and tax compliance certificate
- Relevant industry licenses and permits
- Valid insurance coverage
- Quality certifications where applicable
- Service level agreement with ZikaraLink Travel
Restrictions:
- No pending legal disputes with ZikaraLink Travel
- Compliance with all applicable regulations
Booking & Payment Terms
Escrow protection, commission structure, and payment processing
Escrow Protection System
All payments are held in a secure escrow account until service confirmation. Funds are only released to agents after client confirmation of satisfactory service completion. This ensures protection for both parties.
- Escrow period: Up to 48 hours after service completion
- Dispute resolution: Funds held until resolution
- Refund guarantee: 100% refund for canceled services per policy
Commission Structure
ZikaraLink Travel charges a service fee for facilitating bookings and providing platform services.
Standard Commission
25%
Applies to all standard bookings
Premium Agents
15%
Quality score > 90, volume > 50 bookings/month
Volume Discount
20%
> 100 bookings/month for partners
Promotional Rate
10-15%
Limited-time promotions for specific services
Payment Processing
We support multiple payment methods for all users:
Accepted Payment Methods:
Payment confirmation within 15 minutes for mobile money, 1-3 business days for cards, instant for crypto
Commission Payout Schedule
Agent commissions are paid according to the following schedule:
All payments are subject to withholding tax as per Kenya Revenue Authority (KRA) regulations. Agents are responsible for their own tax obligations. ZikaraLink Travel issues monthly statements and annual tax summaries for compliance.
Cancellation & Refund Policy
Clear guidelines on cancellations, refunds, and dispute resolution
Once your booking deposit has been forwarded to the local service provider (agent, lodge, transport company, etc.), the booking becomes NON-CANCELLABLE and NON-REFUNDABLE. You will receive a notification before we release funds to partners.
| Condition | Refund | Client Impact | Agent Impact |
|---|---|---|---|
| Cancellation by client (24+ hours before service) | 100% refund minus 5% transaction fee | No penalty | No compensation |
| Cancellation by client (12-24 hours before service) | 50% refund minus 5% transaction fee | 50% charge | 50% commission |
| Cancellation by client (<12 hours before service) | No refund | Full charge | Full commission |
| No-show by client (no notice) | No refund | Full charge | Full commission |
| Cancellation by agent (any notice) | 100% refund | No charge | No commission + quality score penalty |
| No-show by agent | 100% refund + 50% compensation | Full refund + compensation | Suspension review |
| Service quality dispute | Case-by-case review | Investigation initiated | Quality score impact |
| Force majeure | 100% refund or credit | No charge | No commission, no penalty |
Disputes must be filed within 48 hours of service completion. ZikaraLink Travel will investigate and make a binding decision within 7 business days based on evidence provided.
Agent Responsibilities & Performance
Quality standards, metrics, and benefits for our agents
Maintain accurate and truthful profile information
Respond to client inquiries within 2 hours (target: <1 hour)
Fulfill booked services exactly as described in listings
Arrive on time for all scheduled services
Provide professional and courteous service at all times
Handle disputes professionally and promptly
Maintain quality score above minimum threshold (60)
Complete services within agreed timeframes
Keep personal and professional information up to date
Report any issues or conflicts to platform administrators
Maintain required licenses and certifications
Comply with all applicable laws and regulations
Provide accurate tax information for payments
Display professionalism in all communications
Quality Metrics
Quality Score
-- 60
Weighted average of all performance metrics
Suspension if <60 for 30 days
Response Time
< 2 hours
Time to respond to client inquiries
Score reduction for slow response
Completion Rate
-- 95%
Services completed as scheduled
Review for rates below 90%
Client Rating
-- 4.0 stars
Average client rating (1-5)
Coaching for ratings below 3.5
Dispute Rate
< 5%
Percentage of services with disputes
Investigation for rates above 10%
Agent Benefits Tiers
Bronze (60-74)
- Standard commission (25%)
- Basic support
- Standard visibility
Silver (75-89)
- 20% commission
- Priority support
- Increased visibility
- Monthly bonuses
Gold (90-100)
- 15% commission
- VIP support
- Featured listings
- Weekly bonuses
- Exclusive opportunities
Client Responsibilities
Expectations and standards for clients using our platform
Provide accurate and complete booking information
Communicate any special requirements or changes in advance
Respect agent time, property, and terms of service
Pay for services as agreed at time of booking
Provide honest and constructive reviews and feedback
Report any issues or concerns promptly (within 24 hours)
Cancel services within allowed timeframes to avoid penalties
Provide valid identification when required
Be present or available at scheduled service times
Treat agents with respect and professionalism
Prohibited Behaviors
No-show without notification
Abusive or harassing behavior
Fraudulent booking attempts
Unreasonable demands beyond agreed services
Discriminatory behavior
Manipulating reviews or ratings
Prohibited Activities
Actions that are strictly forbidden on our platform
Fraudulent bookings, payments, or identity theft
Harassment, discrimination, or abusive behavior toward any user
Manipulating reviews, ratings, or platform metrics
Sharing confidential information or trade secrets
Violating Kenyan laws or regulations
Circumventing platform fees through off-platform transactions
Impersonating other users or creating fake accounts
Spamming, unsolicited marketing, or phishing attempts
Posting inappropriate, offensive, or illegal content
Using the platform for money laundering or illegal activities
Reverse engineering or attempting to hack the platform
Collecting user data without consent
Interfering with platform operations or security
Violations may result in immediate account suspension, permanent ban, legal action, and reporting to relevant authorities (DCI, KRA, or regulatory bodies).
Account Suspension & Termination
Grounds and process for account actions
Violation of these Terms of Service
Fraudulent activity or identity misrepresentation
Quality score below 60 for 30 consecutive days
Excessive disputes or refunds (>3 per month or >10% of transactions)
Criminal activity or legal violations
Non-payment of fees owed to ZikaraLink Travel
Inactive account for >12 months
Complaints from multiple users regarding service quality
Misuse of platform features or resources
Suspension Process
We will notify users before suspension when possible. Users may appeal suspensions within 14 days. Permanent termination may be applied for severe violations without prior notice.
Appeal Process
Submit appeal to support@zikaralink.com with evidence. Review within 10 business days. Decisions are final but may be reconsidered with new evidence.
Quality Score System
How agent performance is measured and scored
The Quality Score is a dynamic metric that reflects an agent's performance and reliability. It is calculated as follows:
Score = (Rating (c) 0.4) + (Completion (c) 0.2) + (ResponseScore (c) 0.15) + (DisputeScore (c) 0.15) + (Professionalism (c) 0.10)
40%
Client Ratings
Average of 1-5 star ratings from completed services
20%
Completion Rate
Percentage of accepted bookings completed
15%
Response Time
Average time to respond to client inquiries
15%
Dispute Resolution
Disputes resolved in agent's favor vs total disputes
10%
Professionalism
Based on client feedback and quality audits
High Score (90-100)
Premium status, reduced commission, featured listings, priority support, exclusive opportunities
Standard Score (75-89)
Standard status, regular commission, standard visibility
Low Score (<75)
Probation, coaching required, potential suspension after 30 days
Dispute Resolution & Arbitration
Structured process for resolving conflicts
1
Direct Communication
24-48 hours
Parties attempt to resolve dispute directly
2
Platform Mediation
2-5 business days
ZikaraLink Travel mediates and reviews evidence
3
Formal Arbitration
14-21 days
Binding arbitration under Kenyan law if unresolved
4
Legal Action
As required
Court proceedings in Kenya as last resort
Governing Law
These Terms are governed by the laws of the Republic of Kenya. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the Kenyan courts.
Arbitration
Arbitration shall be conducted in Nairobi, Kenya, in accordance with the Arbitration Act, 1995 (Cap 49) of Kenya. The arbitrator's decision shall be final and binding.
Intellectual Property
Ownership and usage rights for platform content
Platform Content
All content on the ZikaraLink Travel platform, including but not limited to logos, trademarks, software, design, text, graphics, and code, is the exclusive property of ZikaraLink Travel or its licensors and is protected by Kenyan and international intellectual property laws.
User Content
Users retain ownership of content they submit (reviews, photos, etc.) but grant ZikaraLink Travel a non-exclusive, worldwide, royalty-free license to use, display, and distribute such content for platform operations.
Restrictions
You may not copy, modify, distribute, sell, or lease any part of our platform without explicit written consent.
Limitation of Liability
Understanding our responsibilities and limitations
ZikaraLink Travel acts as a platform connecting clients and service providers. We are not liable for:
The quality, safety, or legality of services provided by agents or partners
The accuracy of agent listings or client information
Any indirect, incidental, or consequential damages
Loss of profits or business opportunities
Third-party acts or omissions
Maximum Liability
Our maximum liability to any user shall not exceed the total service fees paid for the specific booking in dispute.
Disclaimer
The platform is provided 'as is' without warranties of any kind, either express or implied.
Indemnification
Your obligations to protect ZikaraLink Travel from claims
You agree to indemnify, defend, and hold harmless ZikaraLink Travel and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, or expenses (including reasonable legal fees) arising from:
Your violation of these Terms
Your use of the platform
Your violation of any third-party rights
Your violation of applicable laws or regulations
Your content or submissions
Any disputes with other users
Modifications to Terms
How and when we update our terms of service
Updates
We may update these Terms periodically to reflect changes in our services, legal requirements, or business practices.
Notice Period
Material changes will be notified via email 30 days in advance for registered users. Continued use of the platform after the effective date constitutes acceptance of modified Terms.
Acceptance
If you do not agree to modified Terms, you must stop using the platform and close your account.
Governing Law & Jurisdiction
The legal framework governing these terms
Governing Law
These Terms are governed by the laws of the Republic of Kenya. Any legal action or proceeding arising under these Terms shall be brought exclusively in the courts of Kenya, and the parties irrevocably consent to the jurisdiction of such courts.
Compliance
Users are responsible for complying with all applicable laws, including but not limited to the Kenya Data Protection Act, 2019, the Kenya Information and Communications Act, 1998, and the Tax Procedures Act, 2015.
Contact Information
How to reach us for questions, support, or legal matters
Legal Department
Email: support@zikaralink.com
Phone: +254 113 088 416
Mon-Fri, 9AM-5PM EAT
Agent Support
Email: support@zikaralink.com
Phone: +254 113 088 416
Mon-Fri, 8AM-8PM EAT, Sat 9AM-4PM
Client Support
Email: support@zikaralink.com
Phone: +254 113 088 416
24/7 for urgent issues
Dispute Resolution
Email: support@zikaralink.com
Phone: +254 113 088 416
Mon-Fri, 9AM-4PM EAT
ZikaraLink Travel, Westlands Business Park, 4th Floor, Nairobi, Kenya
For complaints regarding our services, contact our Customer Relations team. Unresolved complaints may be referred to the Competition Authority of Kenya or relevant regulatory bodies.