Terms & Conditions

1. About MtaaniPro

MtaaniPro is a marketplace that helps customers discover and engage independent service providers. MtaaniPro does not itself perform every listed service and does not become the employer, agent or partner of a provider merely because the provider appears on the platform.

2. Accounts and eligibility

You must provide accurate registration information and keep your login credentials secure. One account may have both Customer and Provider access. The same email address and phone number cannot be used to create duplicate accounts.

You are responsible for activity carried out through your account. Tell us promptly if you believe your account or password has been compromised.

3. Provider profiles and verification

Providers may maintain one active primary service category at a time. Provider verification may require up to three private documents such as identification, licences or certificates. Verification documents are not displayed publicly to customers.

Providers may publish up to two work-sample images on their public profile. Providers are responsible for having the right to upload and display those images and must not upload confidential, misleading or unlawful material.

Verification means MtaaniPro has completed the platform's stated review process. It is not a guarantee of future performance, workmanship, safety, availability or suitability for every job.

4. Provider trial and subscription

Approved providers receive a 30-day free trial, starting when the provider profile is approved. After the trial, provider marketplace access currently renews at KSh 50 for 30 days, unless the price or duration shown in the provider portal has been changed before payment.

If provider access expires, the account can still be used as a customer, but provider discovery and provider job actions may be paused until access is renewed.

5. Bookings and service arrangements

Customers should review provider information and service details before booking. Providers should only accept work they are qualified and available to perform. Prices, scope, timing and other job details should be agreed clearly before work proceeds.

Booking status information in MtaaniPro is intended to help both parties track a request. Customers and providers should not manipulate booking status, reviews, payments or completion records.

6. Payments and M-Pesa

Where M-Pesa or another payment option is offered, the amount and purpose of the payment are shown during the relevant transaction. Keep your M-Pesa PIN private; MtaaniPro support will never ask you to send your PIN or password through chat, email or a support form.

Payment records may include transaction references, status and amount for reconciliation. If you believe you have been charged incorrectly or twice, contact support with the relevant transaction reference.

7. Reviews, complaints and disputes

Reviews should reflect genuine completed service experiences. False, abusive, manipulated or self-generated reviews may be removed. Customers and providers may raise complaints through available support channels. MtaaniPro may review account, booking and payment records when handling a complaint.

8. Prohibited conduct

You must not use MtaaniPro to commit fraud, impersonate another person, submit false qualifications, harass others, distribute malware, evade account restrictions, manipulate payments or reviews, or offer unlawful services. We may restrict, suspend or remove accounts where reasonably necessary to protect users or the platform.

9. Account suspension and deletion

Accounts may be suspended for policy, safety, fraud, payment or verification concerns. Where an account has transaction history, MtaaniPro may retain or anonymise necessary records instead of deleting financial or booking records that are needed for reconciliation, disputes, security or legal obligations.

10. Marketplace role and responsibility

Customers remain responsible for deciding whether a provider is appropriate for their needs, and providers remain responsible for the services they offer and perform. MtaaniPro may provide verification, discovery, booking, payment and support tools, but marketplace tools do not eliminate the need for reasonable care by customers and providers.

11. AI-assisted support

MtaaniPro may provide an AI-assisted support chat for general guidance. AI responses can be incomplete or mistaken and should not be treated as professional, legal, medical, financial or emergency advice. The assistant cannot see your passwords, M-Pesa PIN or private verification documents and should not be asked to handle such information.

12. Changes to these terms

We may update these terms as the marketplace changes. The current version and effective date will be published on this page. Material changes may also be communicated through the platform where appropriate.

13. Contact

Questions about these terms can be sent through the MtaaniPro support form.