Terms and Conditions

1. Definitions

“Platform” means the Havenedge Tourlink website, Progressive Web App (PWA), applications, systems, and related digital services.

“Customer” means a person who uses Havenedge Tourlink to search for, request, or book a service.

“Tourist” means a customer using the Platform for tourism, travel, transport, vehicle, or related services.

“Vehicle Owner” means an individual or business that lists a vehicle or vehicle-related service on the Platform.

“Tour Operator” means an individual or business offering tours, travel packages, excursions, transportation, or related tourism services through the Platform.

“Tow Operator” means an individual or business offering vehicle towing, recovery, roadside assistance, or related services.

“Service Provider” means any person or business offering services through Havenedge Tourlink.

“Booking” means a request or confirmed arrangement made through the Platform for a service.

“User” means any person accessing or using Havenedge Tourlink.

2. About Havenedge Tourlink

Havenedge Tourlink provides a technology platform that helps users discover, request, communicate about, and arrange services offered by independent service providers.

Unless expressly stated otherwise, Havenedge Tourlink is not the direct provider of transportation, tours, towing, vehicle rental, or other services listed by independent service providers.

Service providers are responsible for delivering the services they advertise and for complying with applicable laws, licences, permits, insurance requirements, safety requirements, and professional obligations.

3. Eligibility

To use Havenedge Tourlink, you must:

Provide accurate and complete information.
Maintain the confidentiality of your account credentials.
Use the Platform only for lawful purposes.
Comply with these Terms and applicable laws.
Meet any legal requirements applicable to the service you request or provide.

4. User Accounts

Certain features require users to create an account.

Users agree to:

Provide truthful and current information.
Keep their login credentials secure.
Not share their account with unauthorized persons.
Immediately report suspected unauthorized access.
Update account information when necessary.

Havenedge Tourlink may suspend or terminate accounts containing false, misleading, fraudulent, or incomplete information.

5. Verification

Havenedge Tourlink may request information or documents to verify users and service providers.

Depending on the service, verification may include:

Email address
Phone number
Identity documents
Business registration documents
Driving licence
Vehicle ownership documents
Vehicle registration documents
Insurance information
Tourism or operating licences
Other relevant documentation

Verification is intended to improve platform trust and security but does not constitute a guarantee that a user or service provider is suitable, safe, licensed, or financially responsible in every circumstance.

6. Service Provider Responsibilities

Service providers agree to:

Provide accurate service information.
Maintain required licences and permits.
Maintain appropriate insurance where required.
Ensure vehicles are legally compliant and roadworthy where applicable.
Provide services professionally and safely.
Honour confirmed bookings unless circumstances reasonably prevent performance.
Provide accurate pricing and availability.
Treat customers respectfully.
Comply with applicable Kenyan laws and regulations.

7. Customer Responsibilities

Customers agree to:

Provide accurate booking information.
Provide accurate contact information.
Arrive at agreed locations on time where applicable.
Respect service providers, drivers, vehicles, and property.
Follow reasonable safety instructions.
Pay applicable charges.
Not misuse the Platform.
Not provide fraudulent or misleading information.

8. Bookings

A booking request submitted through Havenedge Tourlink does not necessarily mean that the booking has been confirmed.

A booking becomes confirmed when the Platform or relevant service provider indicates that it has been accepted or confirmed.

Users should review all booking details before confirmation, including:

Date and time
Pick-up or meeting location
Destination
Number of passengers
Vehicle details
Price
Additional charges
Cancellation conditions
Special requirements

9. Prices and Payments

Prices displayed on Havenedge Tourlink may be provided by individual service providers.

Additional charges may apply depending on the service, including:

Additional distance
Waiting time
Additional passengers
Additional services
Parking or road charges
Changes requested by the customer
Towing distance or recovery complexity
Additional equipment
Applicable taxes or government charges

Where Havenedge Tourlink processes payments, additional payment-provider terms may apply.

10. Cancellations

Cancellation conditions may differ depending on the service provider and type of booking.

Users should review the applicable cancellation policy before confirming a booking.

Where a cancellation fee applies, the applicable conditions should be communicated to the customer where reasonably possible.

11. Refunds

Refund eligibility may depend on:

The reason for cancellation.
The applicable cancellation policy.
Whether the service has already been provided.
Payment-provider procedures.
Applicable law.

Where Havenedge Tourlink processes a payment, refunds may be returned through the original payment method, subject to applicable procedures.

12. Towing and Vehicle Recovery

Tow and recovery services can involve unpredictable conditions.

Customers must provide accurate information about:

Vehicle location.
Vehicle type.
Vehicle condition.
Accessibility.
Destination.
Known hazards or special circumstances.

Havenedge Tourlink does not guarantee that every towing or recovery request can be completed under every circumstance.

13. Tour and Travel Services

Tour operators and travel service providers are responsible for accurately describing their services.

Tour information may include:

Destinations
Activities
Transportation
Duration
Accommodation
Meals
Entry fees
Meeting points
Restrictions
Prices

Users should carefully review the booking information before confirming a tour.

14. Vehicle Listings

Vehicle owners must ensure that all information provided on the Platform is accurate.

Vehicle listings may include:

Make and model
Registration information
Passenger capacity
Images
Availability
Pricing
Features
Location
Relevant insurance or licence information

Vehicle owners must not upload misleading images or information.

15. User Content

Users may submit photos, reviews, comments, service descriptions, business information, vehicle information, and feedback.

By submitting content, users confirm that:

They have the right to submit the content.
The content does not unlawfully infringe another person's rights.
The content is not deliberately fraudulent or misleading.
The content complies with applicable laws.

16. Reviews and Ratings

Reviews must be based on genuine experiences.

Users must not:

Submit fake reviews.
Manipulate ratings.
Threaten another user to obtain a review.
Knowingly post false information.
Use reviews to harass another person.

Havenedge Tourlink may remove content that violates these Terms.

17. Safety

Users should take reasonable precautions when meeting service providers or using services arranged through Havenedge Tourlink.

Service providers are responsible for complying with applicable safety requirements.

Havenedge Tourlink may provide verification and safety features, but no online platform can guarantee that every interaction or service will be free from risk.

18. Prohibited Activities

Users must not use Havenedge Tourlink to:

Commit fraud.
Impersonate another person.
Provide false information.
Upload malicious software.
Gain unauthorized access to the Platform.
Interfere with Platform security.
Scrape or copy Platform data without authorization.
Harass or threaten other users.
Facilitate unlawful activities.
List stolen or unlawfully obtained vehicles.
Use another person's account without authorization.
Circumvent verification or security systems.

19. Privacy and Personal Data

Havenedge Tourlink may collect and process personal information required to operate the Platform.

This may include:

Name
Email address
Phone number
Account information
Booking information
Location information where required for a service
Payment-related information
Verification information
Customer support communications

Personal information will be handled according to the Havenedge Tourlink Privacy Policy and applicable data protection laws.

20. Communications

Users may receive communications relating to:

Account verification
Bookings
Cancellations
Service requests
Security
Customer support
Important Platform updates

Where applicable, users may also receive promotional communications.

21. Third-Party Services

Havenedge Tourlink may use third-party services such as:

Payment providers
Mapping services
Email services
SMS services
Authentication providers
Analytics services

Third-party services may have their own terms and privacy policies.

22. Platform Availability

Havenedge Tourlink aims to maintain reliable Platform availability but does not guarantee uninterrupted operation.

The Platform may occasionally be unavailable because of maintenance, technical problems, hosting issues, internet failures, security incidents, third-party interruptions, or circumstances beyond our reasonable control.

23. Intellectual Property

The Havenedge Tourlink name, logo, software, website design, graphics, text, interface, and other Platform materials may be protected by intellectual property laws.

Users must not copy, reproduce, modify, distribute, sell, or commercially exploit Platform materials without appropriate authorization.

24. Disclaimers

Havenedge Tourlink is primarily a technology platform connecting customers with independent service providers.

To the extent permitted by law, Havenedge Tourlink does not guarantee:

Availability of a particular service provider.
Accuracy of every user-generated listing.
Quality of every independently provided service.
Conduct of every user or service provider.
That every vehicle, tour, towing service, or travel arrangement will meet a customer's expectations.
Continuous or error-free Platform operation.

25. Limitation of Liability

To the maximum extent permitted by applicable law, Havenedge Tourlink will not be responsible for losses arising directly or indirectly from services independently provided by third parties.

This may include losses arising from:

Delays
Cancellations
Vehicle damage
Personal property loss
Service-provider conduct
Changes to itineraries
Road conditions
Accidents
Communication failures
Third-party service interruptions

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

26. Indemnification

To the extent permitted by law, users agree to compensate and hold Havenedge Tourlink harmless from claims, losses, liabilities, damages, and reasonable expenses arising from:

Violation of these Terms.
Unlawful use of the Platform.
False or misleading information.
Violation of another person's rights.
Conduct toward another user.
Services or activities conducted through the Platform.

27. Suspension and Termination

Havenedge Tourlink may suspend or terminate accounts where reasonably necessary, including where:

These Terms are violated.
Fraud is suspected.
False information has been provided.
The account creates a security risk.
The user engages in unlawful activity.
The Platform is being misused.

Termination does not automatically remove obligations that arose before termination.

28. User Disputes

Where a dispute occurs between a customer and service provider, the parties should first attempt to resolve the matter directly.

Havenedge Tourlink may assist with communication or customer support where appropriate.

Unless expressly agreed otherwise, Havenedge Tourlink is not automatically a contracting party for independently provided services.

29. Governing Law

These Terms shall be interpreted in accordance with the laws of the Republic of Kenya, unless applicable law requires otherwise.

Disputes that cannot be resolved informally may be addressed through the appropriate legal or dispute-resolution mechanisms available under Kenyan law.

30. Changes to These Terms

Havenedge Tourlink may update these Terms from time to time.

Where significant changes are made, reasonable notice may be provided through the Platform or other appropriate communication channels.

The updated Terms will become effective on the date stated in the revised version.

31. Force Majeure

Havenedge Tourlink will not be responsible for delays or failure to perform caused by circumstances beyond its reasonable control, including:

Natural disasters
Severe weather
Government actions
Road closures
Civil emergencies
Internet or telecommunications failures
Major technical failures
Public health emergencies
Serious security incidents
Other circumstances beyond reasonable control

32. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

33. Entire Agreement

These Terms, together with the Havenedge Tourlink Privacy Policy and any additional terms applicable to particular services, constitute the agreement regarding use of the Platform.

34. Contact Information

Havenedge Tourlink

Email: tourlink@havenedgerealtors.com

Phone: +254 783 366 409 / +254 799 591 373

Website: havenedgerealtors.com

Location: Nairobi, Kenya

For questions, complaints, support, or concerns relating to these Terms, please contact Havenedge Tourlink using the information above.

35. Acceptance

By creating an account, accessing, or using Havenedge Tourlink, you confirm that:

You have read these Terms and Conditions.
You understand these Terms.
You agree to comply with these Terms.
You agree to the applicable Havenedge Tourlink Privacy Policy.
The information you provide is accurate to the best of your knowledge.

Havenedge Tourlink
Connecting People, Vehicles, Tours and Travel Services.