Terms of Service

1. INTRODUCTION AND ACCEPTANCE OF TERMS

1.1 About TurfBook

TurfBook is a mobile-first digital marketplace and payments platform operated by Ball Hub Limited, a private company limited by shares incorporated in the Republic of Kenya under the Companies Act, 2015, whose registered office is at Neema Court, Kibiku Road, Mihang'o, Embakasi, Nairobi, and which trades as “TurfBook” (hereinafter referred to as “TurfBook,” “we,” “us,” or “our”). TurfBook connects football players who wish to book football pitches (“Turfs”) with turf owners and operators who list their facilities on the Platform, and provides additional services that enable players to split the cost of a booking, find other players to fill a game, and manage payments through a closed-loop wallet integrated with M-Pesa.

The Platform is accessible via mobile applications on Android and iOS devices (bundle identifier africa.turfbook.app), a marketing and self-service web presence at turfbook.africa, and an internal administrative dashboard used solely by authorised TurfBook personnel.

1.1A Change of Operator

Until 16 September 2026 the Platform was operated by Ball Hub, a partnership carrying on business under a business name registered under the Registration of Business Names Act. That business ceased on 16 September 2026 and was transferred to Ball Hub Limited with effect from 21 September 2026; between 16 and 20 September 2026 it was carried on by Ball Hub, in winding up, for the account of Ball Hub Limited. Bookings and payments made before 21 September 2026 were made with that previous operator. From 21 September 2026 your agreement under these Terms is with Ball Hub Limited, and Ball Hub Limited has taken over the rights and obligations of the previous operator in respect of every Booking, Wallet balance, payout and other transaction made through the Platform, including those made before that date.

1.2 The Platform

For the purposes of these Terms, the “Platform” means, collectively:

• the TurfBook mobile applications for Android and iOS;
• the marketing website at turfbook.africa;
• the public payment pages at turfbook.africa/pay/[code] and the public game pages at turfbook.africa/games/[code];
• the public Turf and area discovery pages at turfbook.africa/turfs, turfbook.africa/turfs/[area], and turfbook.africa/turfs/[area]/[slug];
• the deferred-deep-link redirect endpoint at turfbook.africa/dl, and the deep-link attribution subdomain at app.turfbook.africa operated by our deferred deep-link processor;
• the internal administrative dashboard operated by TurfBook personnel;
• all related application programming interfaces, services, content, tools, and features made available by TurfBook;
• any update, modification, enhancement, or new feature added to any of the foregoing.

1.3 Agreement to Terms

By downloading, installing, accessing, registering for, or using any part of the Platform, you confirm that you have read, understood, and agreed to be bound by these Terms of Service (the “Terms”) and by the TurfBook Privacy Policy, which is incorporated by reference and forms an integral part of these Terms. If you do not agree to these Terms or the Privacy Policy, you must not access or use the Platform. These Terms constitute a legally binding agreement between you and Ball Hub Limited, trading as TurfBook.

Where you use the Platform on behalf of a business, organisation, or other legal entity, you represent and warrant that you have the authority to bind that entity to these Terms and that “you” in these Terms includes that entity.

1.4 Eligibility

To register for or use the Platform you must:

• be at least eighteen (18) years of age;
• have the legal capacity to enter into a binding contract under the laws of the Republic of Kenya;
• hold a valid Kenyan mobile phone number registered in your own name and capable of receiving SMS and authorising M-Pesa transactions;
• not have been previously suspended, terminated, banned, or removed from the Platform by TurfBook;
• not be a person with whom TurfBook is prohibited from doing business under any applicable sanctions, anti-money-laundering, or other regulatory regime; and
• comply at all times with all applicable laws, regulations, and these Terms.

The Platform's services (including Bookings, Wallet top-ups and spending, Split Payments, Games, and the M-Pesa payment rails on which all of these operate) are currently operated for use within the Republic of Kenya; the geographic scope is described in Section 1.5. There is no general residency requirement on your account, and you may continue to use the Platform from outside Kenya to the extent that the underlying services are available to you.

The Platform is not intended for and may not be used by any person under the age of eighteen (18) years. TurfBook does not knowingly collect personal data from minors. If we become aware that a minor has registered for the Platform, we will deactivate the account and delete the associated personal data in accordance with Section 33 of the Data Protection Act, 2019.

1.5 Geographic Scope and Currency

The Platform is currently available exclusively in the Republic of Kenya. All prices, payments, refunds, and Wallet balances are denominated in Kenyan Shillings (KES). The exclusive payment method on the Platform is M-Pesa, operated by Safaricom PLC, processed through our authorised payments partner. TurfBook may from time to time extend the Platform to additional markets, currencies, or payment methods, in which case these Terms shall be updated accordingly and affected users notified.

1.6 Versions and Modification of Terms

Each version of these Terms carries a version number and an effective date, shown at the top of this document. TurfBook keeps the full text of every version, including superseded ones, and will provide a copy of any earlier version on request to support@turfbook.africa. The version recorded against a Booking or payment when it was paid governs that Booking or payment, except where Section 5.6.7 provides otherwise for Split Payments.

TurfBook may modify, amend, or update these Terms. Two notice periods apply:

• Commission: any introduction of, or increase to, the Commission rate payable by Turf Owners is notified to affected Turf Owners at least thirty (30) days before it takes effect, in accordance with Section 6.4.1.
• Every other material modification: notified to affected users by in-app notification, SMS to the registered phone number, or both, at least fourteen (14) days before it takes effect.

A modification that is not material, or that only reduces your obligations or improves your rights, may take effect on publication.

How you accept: you accept these Terms when you first use the Platform. A Player or Staff member accepts on signing in, where the sign-in screen states that continuing means agreeing to these Terms and the Privacy Policy. A Turf Owner also accepts by ticking the acceptance box when registering a Turf. A Web Payer or Guest Game Joiner accepts by paying, as set out in Section 5.12. You accept a later version by continuing to use the Platform on or after its effective date. From version 2.9 onwards, a user who joined before a new version took effect is shown a one-line notice of the change in the app, once; this version 2.8 takes effect without that notice. TurfBook records, for each user and each version, when that user first used the Platform on or after its effective date. If you do not agree to a modification, you must stop using the Platform and may delete your account in accordance with Section 17.

1.7 Scope of Application

These Terms apply to all users of the Platform, including but not limited to Players, Turf Owners, Staff, Web Payers, Game Joiners, and Administrators. Specific provisions applicable to each user type are set out in the sections designated for that user category. Where a general provision conflicts with a user-specific provision, the user-specific provision shall prevail for that category of user.

2. DEFINITIONS

In these Terms, unless the context otherwise requires, the following words and expressions shall have the meanings assigned to them, and other capitalised terms shall have the meanings given to them in the body of these Terms:

“Administrator” means an authorised employee, contractor, or agent of TurfBook with administrative access to the Platform, subject to the authentication and audit controls set out in Section 8.

“Booking” means a confirmed reservation of one or more consecutive hourly Slots at a Turf made by a Player through the Platform and identified by a unique booking reference beginning with the prefix “TB-”.

“Booking Date” means the calendar date on which the Booking is scheduled to take place.

“Captain” means, in a Team Split, the Player who sets up one Team, chooses how it pays, pays its first share and manages it on the Platform.

“Challenge” means, in a Team Split, the invitation from the first Team's Captain to another team to take the other half of the game, with its own link at turfbook.africa/pay/[code].

“Commission” means the percentage of the gross Booking value retained by TurfBook as its service fee, set in accordance with Section 6.4.1.

“Contributor” means a person who pays any portion of a Split Payment, including the Organizer.

“DPA” means the Data Protection Act, No. 24 of 2019 of the Laws of Kenya and any subordinate regulations, guidance notes, or directives issued under it.

“Force Majeure Event” has the meaning given in Section 10.5.

“Game” means a game posting created on the Platform through the Need Players feature, allowing other Players or Game Joiners to discover and join the game.

“Game Joiner” means a person who joins a Game, whether as a registered Player or, in the case of a guest joiner, by providing a name and Kenyan phone number.

“Host” means, in respect of a FROM_BOOKING Game, the Player who posted it: the owner of the underlying Booking or, for a Team of a booked Team Split, that Team's Captain. The Host receives Joiners' payments as held Wallet Credit under Section 5.7.3.

“Kopo Kopo” means Kopo Kopo Inc., the authorised payments partner used by TurfBook to process M-Pesa STK Push transactions and M-Pesa Business-to-Customer disbursements.

“M-Pesa” means the mobile money transfer service operated by Safaricom PLC.

“No-Show” means the failure of a Player to attend a confirmed Booking without having cancelled the Booking through the Platform before the Booking start time.

“Organizer” means the Player who creates a Split Payment or a Game and is responsible for managing it on the Platform.

“OTP” means a one-time password sent by SMS to a user's registered phone number for the purposes of authentication.

“Payment Deadline” means, in respect of a Split Payment, the time by which every share must be paid, as set out in Section 5.6.3.

“Payment Processing Fee” means the fee of 0.6% of the displayed Booking amount, rounded up to the nearest whole shilling, added to the M-Pesa STK Push prompt to cover the costs of payment processing, in accordance with Section 9.3.

“Personal Data” has the meaning given to it in the DPA.

“Platform” has the meaning given in Section 1.2.

“Player” means a natural person who has registered an account on the Platform for the primary purpose of discovering, booking, paying for, organising, and participating in football activity at Turfs.

“Privacy Policy” means the TurfBook Privacy Policy published at turfbook.africa/privacy, as updated from time to time.

“Reserved Status” (shown on the Platform as “Pitch held”) means the state of a Split Payment in which at least fifty percent (50%) of the Total Amount has been paid, so that the underlying Slot is held exclusively for the group until the Payment Deadline. Reaching Reserved Status does not start, shorten or extend any deadline.

“Slot” means a one-hour bookable time period at a specific pitch within a Turf.

“Split Payment” means a payment arrangement created on the Platform by an Organizer that allows multiple Contributors to pay portions of a single Booking, identified by a unique link code and accessible at turfbook.africa/pay/[code].

“Staff” means an employee or agent of a Turf Owner to whom that Turf Owner has granted limited Platform access through a six-digit PIN, subject to the permission controls set out in Section 7.

“STK Push” means the M-Pesa Sim Tool Kit prompt method used to request a payment authorisation directly to a user's registered M-Pesa phone.

“Team” means, in a Team Split, one of the two groups of Contributors, each paying half of the Total Amount, with a name chosen by its Captain and its own link at turfbook.africa/pay/[code].

“Team Split” means a Split Payment shared by two Teams, as set out in Section 5.6.9.

“Total Amount” means, in respect of a Split Payment, the full price of the underlying Booking, being the sum of all Contributor slots.

“Turf” means a football pitch facility, whether artificial or natural grass, listed on the Platform by a Turf Owner.

“Turf Owner” means a natural or legal person who owns, operates, or is authorised to manage a Turf and who has registered that Turf on the Platform.

“Wallet” means the closed-loop, Kenyan Shilling-denominated account maintained by TurfBook for each registered user in accordance with Section 5.5.

“Wallet Credit” means a positive balance in a Wallet, expressed in Kenyan Shillings, redeemable only on the Platform in accordance with Section 5.5.

“Web Payer” means a person who pays one or more shares of a Split Payment (including an Instant Split) via the public web page at turfbook.africa/pay/[code] without holding a TurfBook account.

3. NATURE OF THE PLATFORM AND ROLE OF TURFBOOK

3.1 Marketplace Model

TurfBook operates as a technology marketplace and payments facilitator that enables connections and transactions between Players and Turf Owners. TurfBook does not own, operate, manage, maintain, control, inspect, certify, or supervise any Turf listed on the Platform. The listing of a Turf does not constitute an endorsement, recommendation, guarantee, or warranty by TurfBook of that Turf, its safety, its condition, its suitability for any particular use, or the conduct of its owner or staff.

3.2 Three Distinct Services

The Platform provides three distinct categories of service, each with its own legal and financial characteristics that you should understand before using them:

• (a) Bookings (reference prefix “TB-”): the pitch hire is supplied by the Turf Owner (the operator of the Turf) to the Player. TurfBook takes the Booking and collects the price of the pitch hire on the Turf Owner's behalf, as the Turf Owner's booking and payment agent, and remits it to the Turf Owner less any Commission (Section 6.4). The contract for the use of the pitch is between the Player and the Turf Owner; TurfBook is an intermediary and does not itself sell or supply pitch hire. TurfBook's own supplies are the Payment Processing Fee, which is added to the Player's M-Pesa prompt (Section 9.3), and Commission where it applies.

• (b) Split Payments (reference prefix “SP”): TurfBook enables an Organizer to collect contributions from multiple Contributors for a single Booking. TurfBook holds the Slot for the group once half of the money has been paid, processes each Contributor's payment, manages refunds in accordance with these Terms, and converts the Split Payment into a Booking when fully funded. Every share must be paid by the Payment Deadline; if it is not, everyone who paid is refunded (Sections 5.6.3 to 5.6.5). Instant Split, for games starting within three (3) hours, is described in Section 5.6.8.

• (c) Need Players / Games (reference prefixes “GC”, “GJ”, “GR”): TurfBook enables an Organizer to advertise an open game and allows other Players to discover and join. Three Game sources exist (CREATED, FROM_BOOKING, and FROM_SPLIT), each with different payment characteristics. A FROM_BOOKING Game is joined and paid in the app, and a Joiner's payment is held in the Host's Wallet until the Game ends (see Section 5.7.3).

3.3 Relationship Between Users

When a Player completes a Booking through the Platform, a direct contractual relationship arises between that Player and the relevant Turf Owner for the use of the Turf. TurfBook is not a party to that contractual relationship and is not liable for any breach, dispute, injury, loss, or damage arising from or in connection with it, except to the extent expressly set out in these Terms and except to the extent that such limitation is prohibited by applicable Kenyan law.

Where Players interact with one another on the Platform (for example, by joining a Game, paying a Split Payment Slot, or communicating in a Game chat), the relationship between those Players is between themselves directly. TurfBook provides the technology that enables the interaction but does not control the conduct of users.

3.4 Independent Parties and Limited Payment Agency

TurfBook acts as each Turf Owner's agent for one limited purpose only: to take Bookings for the Turf Owner's pitches and to collect, hold pending payout, refund where these Terms require, and remit the payments for them, as described in Sections 3.2 and 6.4. That limited agency is not affected by anything else in this Section.

Apart from that limited agency, nothing in these Terms creates an employment, partnership, or joint venture relationship between TurfBook and any Player, Turf Owner, Staff member, or Game Joiner, and TurfBook is not the agent of any Player. Turf Owners are independent operators who decide their own prices, availability and house rules. Staff are employees or agents of the respective Turf Owners and not of TurfBook. Players use the Platform in their personal capacity.

3.5 No Endorsement

The appearance of any Turf, Turf Owner, Player, or Game on the Platform does not constitute an endorsement or recommendation by TurfBook. Search rankings, featured placements, ratings, reviews, and similar signals are derived from algorithms, user input, and operational data and are provided for informational purposes only.

3.6 Accuracy of Information

Information displayed on the Platform regarding Turfs (including pricing, hours of operation, amenities, photographs, rules, and availability) is provided by Turf Owners. TurfBook does not independently verify this information on a continuous basis and does not warrant its accuracy, completeness, or timeliness. You are advised to confirm critical details with the Turf Owner before relying on them.

4. USER ACCOUNTS AND REGISTRATION

4.1 Account Creation

Use of substantially all features of the Platform requires the creation of a user account. Account creation is completed exclusively through phone number verification using OTP. You must provide a valid Kenyan mobile phone number that you control and a name by which you will be identified on the Platform. Provision of an email address and a profile photograph is optional.

4.2 Authentication

The Platform uses the following authentication mechanisms, each tied to the relevant user type:

• Players and Turf Owners authenticate using a Kenyan phone number and a six-digit OTP sent by SMS. OTPs are valid for five (5) minutes from issuance and may be entered a maximum of five (5) times per code. OTP requests are rate-limited to three (3) requests per thirty (30) minutes per phone number, and OTP verifications are additionally rate-limited per network address. A phone number that accumulates ten (10) failed verification attempts within a rolling sixty (60) minute window is locked from further verification for the remainder of that window and is sent a security-alert SMS notifying you of the failed attempts.
• Staff authenticate using their Turf Owner's phone number and a six-digit PIN issued by the Turf Owner. Five (5) consecutive incorrect PIN attempts result in a fifteen-minute (15-minute) lockout. Staff sessions are valid for ninety (90) days, after which re-authentication is required.
• Administrators authenticate using an email address, a password subject to TurfBook's internal password policy, and time-based one-time password (TOTP) two-factor authentication, which is mandatory.

4.3 Account Information

You are responsible for providing accurate, current, and complete information during registration and for keeping that information updated. TurfBook may suspend or terminate accounts that contain inaccurate, outdated, or incomplete information, or where the phone number used for registration ceases to be operational or is reassigned by the mobile network operator.

4.4 Account Security

You are solely responsible for maintaining the confidentiality and security of your account credentials, including any OTPs, PINs, passwords, and TOTP secrets that have been issued to you, and for safeguarding the SIM card associated with your registered phone number. You must notify TurfBook immediately at support@turfbook.africaof any unauthorised use of your account or any other actual or suspected breach of security affecting your account. TurfBook shall not be liable for any loss or damage arising from your failure to safeguard your account credentials or to notify TurfBook promptly.

4.5 One Account Per Person

Each natural person may maintain only one (1) active Player account. Each Turf Owner may register multiple Turfs but only one (1) account. Creating, holding, or using multiple accounts is a material violation of these Terms and may result in suspension or termination of all associated accounts and forfeiture of any Wallet balance held in those accounts, in accordance with Section 17.

4.6 Account Suspension and Termination by TurfBook

TurfBook may, at its sole and reasonable discretion, suspend, restrict, or terminate any account (or any feature of the Platform available to that account) immediately and without prior notice where:

• the account holder has materially breached these Terms, the Privacy Policy, or any applicable law or regulation;
• TurfBook reasonably suspects fraudulent, abusive, or otherwise unlawful activity in connection with the account;
• continued operation of the account presents a risk of harm to other users, to TurfBook, or to the integrity of the Platform;
• required by a court order, regulator, or law enforcement authority;
• the account has been inactive for a continuous period of twelve (12) months or more.

Suspensions may be temporary (typically one (1) to four (4) weeks) or permanent, depending on the severity of the violation. Where reasonably practicable and not prejudicial to an investigation, TurfBook will notify the affected user of the action taken and the reason for it. The account holder may appeal a suspension or termination by contacting support@turfbook.africa.

4.7 Platform Security Measures

The Platform incorporates the following security measures, designed to protect your account and (where applicable) your funds. These are summarised here for transparency; the technical and organisational controls in their full form are set out in the Privacy Policy Section 8:

• changes to a Turf Owner's M-Pesa payout destination are subject to a twenty-four (24) hour cooling-off period with multi-channel notification, as set out in Section 6.4.4;
• all TurfBook Administrator access requires mandatory time-based one-time password (TOTP) two-factor authentication;
• session credentials on mobile devices are stored in the operating-system secure keystore (Android Keystore, iOS Keychain);
• refresh tokens rotate on every use, and any detected re-use of a rotated token automatically revokes all sessions associated with the affected account;
• failed OTP verifications are rate-limited and lockout-protected, and trigger a security-alert SMS to the affected phone number;
• every login event and every money-moving action is recorded in an append-only platform-wide security audit log, retained as set out in the Privacy Policy.

5. TERMS APPLICABLE TO PLAYERS

5.1 Player Registration

To register as a Player, you must provide your full name and a valid Kenyan mobile phone number verified via OTP. Provision of an email address, profile photograph, and location data is optional but enables additional features. By enabling location services on your device, you consent to TurfBook processing your geographic location data to display Turfs sorted by proximity and to provide location-based search results.

5.2 Browsing and Search

Players may browse Turfs by name, location, available time, pitch size, and other filters, and may save Turfs as Favorites. Search results are provided on an “as-is” basis and reflect the information provided by Turf Owners. TurfBook does not guarantee the accuracy of search results, including but not limited to Turf availability, pricing, or amenity information.

5.3 Bookings

5.3.1 Making a Booking

A Booking is created when you select a Turf, pitch, date, and one or more consecutive one-hour Slots, and complete payment. Until payment is confirmed by our payments partner, the Booking has the status “Payment Pending” and the Slot is held on a provisional basis only. If payment is not confirmed within approximately ninety (90) seconds of initiation, the provisional hold is released and the Slot becomes available to other Players. A Booking is treated as confirmed only upon successful receipt of payment by TurfBook through its payments partner.

5.3.2 Payment in Full

The full price of every Booking is payable at the time of Booking via M-Pesa. You pay one hundred percent (100%) of the Booking value when you make the Booking, and no further payment is due at the Turf.

5.3.3 Booking Confirmation

Upon confirmation of payment, you will receive a Booking confirmation via SMS to your registered phone number and via push notification (where enabled). The confirmation includes a unique booking reference beginning with “TB-”, the Turf name and address, the date and times of the Booking, the pitch, and the amount paid. You should retain this confirmation for your records.

5.3.4 Pre-Game Reminders and Post-Game Prompts

As part of the service, you will receive a single pre-game reminder approximately two (2) hours before your Booking start time, delivered as a combined SMS and push notification (the latter where enabled). You may also receive a push notification approximately two (2) hours after the Booking end time prompting you to rate and review the Turf. These notifications form part of the Booking service and cannot be individually disabled while the relevant Booking is active.

5.4 Cancellation and Refund Policy

5.4.1 Player-Initiated Cancellation — Tiered Wallet Refund

Where you cancel a confirmed Booking, the refund amount depends on the time remaining before the Booking start time at the moment cancellation is recorded by the Platform:

• More than six (6) hours before the Booking start time: one hundred percent (100%) of the amount you paid is refunded to your TurfBook Wallet as Wallet Credit.

• Between three (3) and six (6) hours before the Booking start time: fifty percent (50%) of the amount you paid is refunded to your Wallet as Wallet Credit. The remaining fifty percent (50%) is retained by the Turf Owner as compensation for the loss of the Slot, which was reserved exclusively for your Booking and which the Turf Owner is unlikely to be able to re-sell at such short notice.

• Less than three (3) hours before the Booking start time: the Booking cannot be cancelled by the Player. The Slot remains yours, and you may use it or let a friend use it in your place.

• After the Booking start time: cancellation is not available through the Platform. The Booking is treated as completed for the purposes of refund eligibility, irrespective of whether you attended.

Where a Booking has been rescheduled (Section 5.4.5):

• if every reschedule was made six (6) hours or more before the start time it moved away from, the time remaining is measured from the Booking's current start time, as for any other Booking;
• if a reschedule was made less than six (6) hours before the start time it moved away from, after the Platform told you the Booking would no longer be cancellable, the Booking cannot be cancelled by the Player (see Section 5.4.5);
• in any other case, the time remaining is measured from the earlier of the Booking's original start time and its current start time.

For the avoidance of doubt: all refunds under this Section 5.4.1 are issued as Wallet Credit in Kenyan Shillings, not as M-Pesa cash. Wallet Credit may be used to pay for any subsequent Booking, Wallet Top-Up, Game, or Split Payment on the Platform, at any Turf, and does not expire. The percentages above apply to the amount actually paid via the Platform.

Confirmed Bookings that were paid by way of Split Payment (Section 5.6) or that are linked to a Need-Players Game (Section 5.7) CANNOT be cancelled by the Organizer, by any Contributor, by any Game Joiner, or by any other Player on the booking. Once such a Booking is confirmed, the slot is held on behalf of every co-payer and every joined Player, and a single party cannot unilaterally cancel and forfeit everyone else's slot.

In a genuine emergency on such a Booking, contact the Turf Owner. Where the Turf Owner agrees to cancel, the cancellation is processed under Section 5.4.2 and every Contributor — including the Organizer — is refunded one hundred percent (100%) of their share, on their original routing (Wallet for registered Players; M-Pesa Business-to-Customer for Web Payers and Guest Game Joiners). TurfBook may also cancel such a Booking for compliance, dispute, or safety reasons under Section 5.4.4.

Tiered refund percentages are calculated on the displayed Booking amount and do not include the Payment Processing Fee, which is not refundable (Section 9.3), except that where TurfBook refunds a payment by reversing the original M-Pesa payment, the reversal returns the whole payment, including the fee.

5.4.2 Turf Owner-Initiated Cancellation

Where a Turf Owner cancels a confirmed Booking, you will receive a full refund of the amount you paid via the Platform, regardless of how close to the Booking start time the cancellation occurs. If you have a TurfBook account, the refund is credited to your Wallet as Wallet Credit, which you can spend on any Booking at any Turf; if you paid as a Web Payer or Guest Game Joiner, it is returned to the M-Pesa number you paid from (Section 9.7). TurfBook may apply additional consequences to the Turf Owner under Section 6.5.3 and Section 6.9.

5.4.3 Player No-Show

If you fail to attend a confirmed Booking without cancelling it through the Platform before the Booking start time, no refund will be issued. The Turf Owner may, at their discretion, record the Booking as a No-Show. Repeated No-Shows may, at TurfBook's discretion under Section 5.9 and Section 4.6, result in suspension or termination of your account.

5.4.4 Cancellation Due to Platform Action

Where TurfBook cancels a Booking (for example, in the resolution of a dispute, on the suspension of a Turf, or for operational or compliance reasons), you will receive a full refund of the amount you paid via the Platform, credited to your Wallet as Wallet Credit, unless the cancellation arises from your own breach of these Terms in which case the Wallet refund may be reduced or withheld at TurfBook's reasonable discretion.

5.4.5 Reschedule

You may reschedule a confirmed Booking directly, without cancelling it, by selecting a new date and time on the same Turf and pitch. Direct reschedule is subject to ALL of the following rules:

• the original Booking must have been paid in full;
• the Booking must NOT be linked to a Split Payment or to a Need-Players Game — group bookings cannot be rescheduled, because rescheduling would strand every co-payer or joined Player. For group bookings, the only path is the Turf Owner cancelling under Section 5.4.2;
• the new slot must be on the SAME Turf and the SAME pitch (you cannot move the Booking to a different venue or a different pitch);
• the new slot must be the SAME duration as the original (you cannot extend or shorten the Booking via reschedule);
• the new slot must be on a day from the day of the reschedule up to thirteen (13) days after it — the same fourteen (14) days within which a new Booking can be made;
• the new slot must be available at the moment you submit the reschedule;
• a Booking may be rescheduled at most two (2) times in total (counting every reschedule in the chain from the original Booking); after the second reschedule the Booking cannot be moved again;
• each reschedule on the chain is subject to a sixty-minute (60 min) cool-down — you cannot reschedule the same Booking twice in less than sixty minutes;
• reschedules must be initiated at least three (3) hours before the start of the currently-scheduled slot — within that three-hour window, the only option is the cancellation flow in Section 5.4.1.

Late reschedule — no cancellation afterwards. If you reschedule a Booking less than six (6) hours before its current start time, the rescheduled Booking can no longer be cancelled by you. You may still reschedule it again (within the rules above), use it, or let a friend use it in your place. The Platform tells you this, and offers you the cancellation refund that applies at that moment under Section 5.4.1, before you confirm the reschedule. This also applies to every later reschedule of the same Booking. A Booking rescheduled six (6) hours or more before its start time can still be cancelled under Section 5.4.1, measured from its new start time. A Turf Owner cancellation under Section 5.4.2 always refunds you in full.

Because the new slot must be on the same Turf, pitch, and duration, the Booking amount carries over unchanged from the original to the rescheduled Booking. No new payment is required and no Payment Processing Fee is charged. Where a Turf Owner has configured peak / off-peak / weekend / holiday pricing differences that would produce a different amount for the new slot, the Platform declines the reschedule: a reschedule is only ever to a slot at the same price, and to change price you must cancel and book the new slot fresh.

The original Booking is marked as “rescheduled” and the new Booking is created in the “confirmed and paid” state. The Turf Owner's earnings are preserved through the chain; no clawback is triggered by a reschedule because the money remains with the Turf Owner.

If you wish to change the Turf, the pitch, the duration, or extend the horizon beyond the rules above, you must cancel the Booking (subject to Section 5.4.1, where cancellation is available) and create a new Booking using the refunded Wallet Credit.

5.4.6 Cascade Cancellations and Refunds

Confirmed Bookings that were paid by way of Split Payment (Section 5.6) or that are linked to a Need-Players Game (Section 5.7) can only be cancelled by the Turf Owner under Section 5.4.2 or by TurfBook under Section 5.4.4. The Organizer, individual Contributors, and individual Game Joiners cannot cancel a confirmed group Booking; the only path is to contact the Turf Owner. (Joiners may still LEAVE a Game that has not yet been confirmed into a Booking — see Section 5.7.8.)

Where the Turf Owner or TurfBook cancels such a Booking, the following automatic cascade applies:

• every Split Payment Slot whose payment was contributed towards the cancelled Booking is automatically refunded to the Contributor at one hundred percent (100%) of their contribution, routed per Section 9.7 (Wallet Credit for Players with TurfBook accounts; M-Pesa Business-to-Customer for Web Payers and Guest Game Joiners);
• every Game Player payment contributed towards the cancelled Booking is automatically refunded at one hundred percent (100%) on the same routing rules;
• any single-use coupon that was redeemed against the cancelled Booking has its redemption marked as refunded and the coupon becomes available for re-use up to its configured cap;
• the parent Split Payment record is moved to “cancelled” status; the parent Game record is moved to “cancelled” status, and any future scheduled notifications relating to the Game are suppressed.

Exception: where the Turf Owner refuses to cancel and TurfBook nevertheless cancels under Section 5.4.4 because the breach driving the cancellation is the Booker's own (for example, a Player banned for repeat misconduct), TurfBook may at its reasonable discretion apply the Section 5.4.1 refund tier instead of the one-hundred-percent (100%) default.

The cascade is applied within the same transaction wherever practicable and is logged in the security audit log. Every Contributor and Game Joiner receives a notification of each refund credited to their Wallet or dispatched to their M-Pesa account.

5.5 The TurfBook Wallet

5.5.1 Nature of the Wallet

The TurfBook Wallet is a closed-loop, Kenyan Shilling-denominated account maintained by TurfBook for each registered user. The Wallet is a record of credits and debits maintained by TurfBook in its books. It is not a bank account, not an electronic money account, not a deposit-taking facility, and does not bear interest. The Wallet exists exclusively to facilitate payments for goods and services obtained on the Platform.

5.5.2 Funding the Wallet (Top-Up)

You may add funds to your Wallet by initiating a top-up of any amount within the limits displayed on the Add Money screen. Top-ups are processed via M-Pesa STK Push. The amount you instruct M-Pesa to send is increased by the Payment Processing Fee of 0.6% to cover the cost of payment processing; the amount credited to your Wallet on successful completion is the amount you instructed (excluding the Payment Processing Fee). Because the fee is charged when you top up, no further Payment Processing Fee is charged when you later spend Wallet Credit. Top-ups have the status “Initiated” while awaiting confirmation, “Processing” while being verified with M-Pesa, and either “Completed” or “Failed” thereafter. Top-up references begin with the prefix “WT”.

5.5.3 Spending from the Wallet

Wallet Credit may be used in whole or in part to pay for any Booking, Wallet Top-Up, Game participation, Split Payment contribution, or any other paid service made available on the Platform. Where the Wallet balance does not cover the full amount of a transaction, the Platform may offer to split the payment between the Wallet and an additional M-Pesa STK Push for the remaining balance (“Split-Tender”). During a Split-Tender transaction the Wallet portion is held on a pending basis until both legs of the transaction are confirmed.

5.5.4 Refunds Credited to the Wallet

Refunds payable to registered Players under any provision of these Terms (including but not limited to Sections 5.4.1, 5.4.2, 5.4.4, 5.6.5, and 5.7.8) are credited to the Player's Wallet as Wallet Credit in Kenyan Shillings. Refunds payable to Web Payers (anonymous payers without a TurfBook account) are processed by way of M-Pesa Business-to-Customer disbursement to the phone number from which payment was originally made, with a target processing time of twenty-four (24) to forty-eight (48) hours.

5.5.5 No Cash-Out

The Wallet is closed-loop. Wallet Credit can only be spent on the Platform. It cannot be withdrawn, cashed out, sent to M-Pesa or to a bank, or exchanged for cash in any other way, and it cannot be transferred to another user except in the single case described in Section 5.5.8. This applies to every source of Wallet Credit, including top-ups, refunds and goodwill credit. Wallet Credit does not expire.

For example: if you top up KES 1,000 and spend KES 700 on a Booking, the remaining KES 300 stays in your Wallet for your next Booking, Game or Split Payment. It cannot be sent back to your M-Pesa.

5.5.6 Wallet Balance on Account Deletion

You may not delete your account while your Wallet holds a positive balance. Before deletion can be completed, you must spend, gift through the use of a Booking, or otherwise exhaust your Wallet balance. The Platform will display your current Wallet balance when you initiate account deletion. This requirement exists to ensure that no user loses value at the point of leaving the Platform.

5.5.7 Wallet Ledger

Every credit and debit to your Wallet is recorded in an immutable internal ledger maintained by TurfBook. You may view your Wallet transaction history within the Platform. TurfBook may make administrative adjustments to your Wallet balance in cases of demonstrable error, regulatory requirement, fraud, or in the resolution of a dispute; any such adjustment will be recorded in the ledger.

5.5.8 Payments Between Players

Players cannot transfer Wallet Credit or money to one another through the Platform, with two exceptions. First, a Joiner's payment for a FROM_BOOKING Game is credited to the Host's Wallet under Section 5.7.3. It is shown in the Host's Wallet as on hold, with what it is for, and cannot be spent until the Game's end time; it never reduces or blocks the Host's other Wallet Credit. Second, where the Organizer of a Need Players Game has paid a top-up to secure the Booking (Section 5.7.2), each other paid Player in that confirmed Game may choose to reimburse the Organizer with a share of that top-up, through the Platform. The share is the top-up divided by the number of places in the Game, rounded to the nearest whole shilling; each Player may send it once, and it is credited to the Organizer's Wallet. It is a payment from one Player to another, not pitch hire. The Organizer cannot transfer it onward or cash it out (Section 5.5.5).

5.6 Split Payment

5.6.1 Setup, Eligibility, and Modes

Split Payment enables an Organizer to collect contributions towards a single Booking from up to twenty-two (22) Contributors, the Organizer included.

A Split Payment may only be started where the underlying Booking is more than three (3) hours away from its start time, and where its Payment Deadline (Section 5.6.3) has not already passed. For a game starting sooner, the group may use Instant Split (Section 5.6.8) or pay for the Booking in the ordinary way under Section 5.3.

Two modes are available:

• Equal: the Organizer selects the number of Contributors, and each share is the Total Amount divided by that number, rounded up to the nearest whole shilling.
• Custom: the Organizer defines named shares with individual amounts, summing exactly to the Total Amount.

In every mode, including Instant Split, each share must be at least Kenyan Shillings fifty (KES 50).

Because Equal shares are rounded up, the group may pay slightly more than the price of the Booking. The Turf Owner is paid the price of the Booking, and TurfBook keeps the difference. For example, KES 2,500 split between fourteen (14) Contributors is KES 179 each: the group pays KES 2,506, the Turf Owner is paid KES 2,500, and TurfBook keeps KES 6.

The Organizer's own share must be paid by the Organizer first, by M-Pesa, by Wallet, or by both. Until it is paid the Split Payment is not live: nobody else can pay into it, and it does not appear in any list on the Platform. If the Organizer's share is not paid within about twenty (20) minutes, the unpaid Split Payment is cleared away. Nothing is charged and no message is sent. Once the Organizer's share is paid, the Split Payment is live and in Collecting status, and the Organizer may share its link at turfbook.africa/pay/[code].

On an Equal Split Payment, a Contributor may pay for one share or for several shares in a single payment, up to the number of shares still unpaid. On a Custom Split Payment, each Contributor pays the named share meant for them. A Contributor who has paid cannot withdraw that payment before the Split Payment is confirmed, except a Player who joined through Need Players under Section 5.6.6.

5.6.2 Organizer Responsibilities and Messages

As the Organizer of a Split Payment, you are solely responsible for selecting the Turf, pitch, date and time of the underlying Booking; for choosing the split mode and share configuration; for distributing the share link to your intended Contributors; and for managing the collection of contributions.

At any time before the Payment Deadline, whether or not the Pitch is held, you may pay the whole unpaid balance yourself using the “Pay Remaining” function. The Booking is then confirmed immediately, and recovering the money from your friends is a matter between you and them. If the Slot was booked by someone else before your Split Payment reached Reserved Status, your Pay Remaining payment and every share already paid are refunded in full.

TurfBook does not contact your intended Contributors before they pay. Once people have paid, TurfBook sends the following messages:

• to the Organizer: notifications when the Split Payment goes live, when a Contributor pays, when the Pitch is held, when the Booking is confirmed, and when the Split Payment is cancelled or expires; reminders by push notification twenty-four (24) hours and six (6) hours before the Payment Deadline, and by SMS one (1) hour and thirty (30) minutes before it. These SMS messages are transactional and are sent whatever your SMS preferences;
• to Contributors with a TurfBook account: push notifications when the Pitch is held, reminders twenty-four (24) hours, six (6) hours and one (1) hour before the Payment Deadline, and a notification when the Booking is confirmed or a refund is made;
• to Web Payers: SMS only, when their payment is received, when the Booking is confirmed, and when a refund is made. Web Payers do not receive reminders.

Reminders are sent when they fall due, including at night.

5.6.3 The Payment Deadline and Status Lifecycle

Every share of a Split Payment must be paid by the Payment Deadline. The Payment Deadline is a number of hours before the start time of the Booking, set by TurfBook and currently three (3) hours. It is fixed when the Split Payment is created, and a later change by TurfBook does not affect a Split Payment already created. The Platform shows the Payment Deadline with its day and time (for example, “Thu 9 Oct, 4:00 PM”, Nairobi time). The same Payment Deadline applies whether the Split Payment is in Collecting status or in Reserved Status. TurfBook may, at its discretion, extend the Payment Deadline of a particular Split Payment, but never to later than one (1) hour before the start time.

A Split Payment progresses through the following statuses:

• Collecting: the Organizer has paid, and less than fifty percent (50%) of the Total Amount has been paid. The Slot is not yet held, and another Player or group may still book it. If they do, the Split Payment is cancelled and refunded under Section 5.6.5.
• Reserved (“Pitch held”): at least fifty percent (50%) of the Total Amount has been paid. The Slot is held exclusively for the group until the Payment Deadline. No separate countdown starts. In a Team Split, the fifty percent (50%) counts what both Teams have paid together, and counts only once the Challenge has been accepted (Section 5.6.9).
• Confirmed: one hundred percent (100%) of the Total Amount has been paid before the Payment Deadline, whether by Contributors or by the Organizer using Pay Remaining. A Booking is created.
• Cancelled: the Split Payment was cancelled before it was confirmed, by the Organizer, by the Turf Owner or its Staff, by TurfBook, or automatically because the Slot was booked by someone else while it was not yet held.
• Expired: the Payment Deadline passed before the Split Payment was confirmed.

A payment that reaches TurfBook after the Payment Deadline, or after the Split Payment has been cancelled or has expired, is not applied to the Split Payment and is refunded in full automatically.

5.6.4 The Organizer's Share When a Split Payment Does Not Complete

Where a Split Payment expires because the Payment Deadline has passed, or is cancelled by the Organizer (including by cancelling a Game opened from it under Section 5.6.6), every Contributor who paid is refunded, the Organizer included.

TurfBook may set a percentage of the Organizer's own share to be retained in those two cases only (the “Organizer Retention”). The Organizer Retention is currently zero percent (0%): the Organizer is refunded in full, like everyone else.

The Organizer Retention that applies to a Split Payment is the one in force when that Split Payment was created. A later change never applies to a Split Payment already created. Where TurfBook sets an Organizer Retention above zero:

• it is shown to the Organizer before the Organizer pays;
• the amount retained is that percentage of the Organizer's own share, rounded to the nearest whole shilling, and the rest of the Organizer's share is refunded. Every other Contributor is still refunded in full;
• it is retained by TurfBook as a reasonable pre-estimate of the cost of holding the Slot and administering the Split Payment; and
• the Organizer can always avoid it by collecting the Total Amount, or by using Pay Remaining, before the Payment Deadline.

No Organizer Retention ever applies where the Split Payment is cancelled by the Turf Owner, its Staff or TurfBook, or because the Slot was booked by someone else before the Split Payment reached Reserved Status.

5.6.5 Refund Rules for Split Payment

Where a Split Payment ends without being confirmed, refunds are processed as follows:

• Payment Deadline passed (Collecting or Reserved): full refund to every Contributor. The Organizer is refunded under Section 5.6.4, currently in full.
• Cancelled by the Organizer (Collecting or Reserved): full refund to every Contributor. The Organizer is refunded under Section 5.6.4, currently in full.
• Slot booked by another Player, or held by another group's Split Payment, before this Split Payment reached Reserved Status: full refund to every Contributor, the Organizer included.
• Cancelled by the Turf Owner, its Staff, or TurfBook: full refund to every Contributor, the Organizer included.
• A payment that arrives after the Payment Deadline, after the Split Payment has ended, or for a share that has already been paid: refunded in full to the person who made it.

Refunds to Contributors with a TurfBook account are credited as Wallet Credit. Refunds to Web Payers are sent to the M-Pesa number the payment came from, by reversing the original M-Pesa payment where possible and otherwise by M-Pesa Business-to-Customer transfer. The Payment Processing Fee is not refunded (Section 9.3), except that where an M-Pesa payment is reversed, the reversal returns the whole payment, including the fee.

For the avoidance of doubt: once a Split Payment is confirmed and a Booking is created, it cannot be cancelled by the Organizer or by any Contributor. The Booking is governed by the cancellation rules in Section 5.4 (cancellation by the Turf Owner or by TurfBook only, in each case with a one-hundred-percent (100%) refund to every Contributor).

5.6.6 Open to Strangers

While a Split Payment is in Collecting status or Reserved Status, has at least one unpaid share, and its Payment Deadline has not passed, the Organizer may open it to other Players as a public Game (a “FROM_SPLIT” Game) through Need Players. When opening it, the Organizer chooses how many Players are needed, up to the number of unpaid shares; for a Custom Split Payment the Organizer instead chooses which named unpaid shares strangers may take, and a stranger pays that share's own amount. The Organizer may raise or lower the number at any time before the Split Payment is confirmed, but never above the shares unpaid at that moment. Contributors with the share link can always still pay for any unpaid share, whatever number was chosen, and Need Players never offers more places than there are unpaid shares. Where it is opened:

• Contributors who have already paid keep their shares;
• other Players may take and pay the unpaid shares, but never the Organizer's share;
• the same Payment Deadline applies to everyone, and a Player who joins through Need Players is a Contributor for every purpose of this Section 5.6, including reminders and refunds;
• the names of Players who join through Need Players are shown to other Contributors as first name and last initial only;
• a Player who joined through Need Players may leave before the Split Payment is confirmed and is refunded in full, and their share becomes available to be paid again. The Organizer, and Contributors who paid through the share link, cannot leave in this way;
• the Organizer may remove a Player who joined through Need Players before the Split Payment is confirmed. The removed Player is refunded in full and their share becomes available to be paid again;
• if the Organizer cancels the FROM_SPLIT Game, the whole Split Payment is cancelled and refunded under Section 5.6.5; and
• when the Split Payment is confirmed, expires or is cancelled, the FROM_SPLIT Game is confirmed, expires or is cancelled with it.

5.6.7 Split Payments Created Under the Earlier Rules

A Split Payment created before 5 October 2026, the Effective Date of version 2.7 of these Terms, continues until it ends under the rules in Section 5.6 of version 2.6 of these Terms, which TurfBook keeps on record. Those rules include the reservation deadline that starts when Reserved status is reached, and the forfeiture of the Organizer's contribution set out in Section 5.6.4 of version 2.6, or any smaller part of it that TurfBook applies. Sections 5.6.1 to 5.6.6 apply to every Split Payment created on or after 5 October 2026. Each Split Payment shows its own deadline on the Platform.

5.6.8 Instant Split

Instant Split lets a group already at a Turf pay for a Slot together, each person paying their own share on the spot.

• (a) Instant Split is available only where the Slot starts within three (3) hours, including a Slot that has already started but not yet ended. Shares are always equal (rounded up to the nearest whole shilling, as in Section 5.6.1) and at least KES 50 each, up to twenty-two (22) shares.
• (b) Creating an Instant Split takes no money. The Organizer pays first; the code and link for others to pay are shown only once the Organizer's payment has been received.
• (c) The first payment holds the Slot exclusively for the group for twenty (20) minutes, but never beyond the end of the Slot (the “Instant Window”).
• (d) Nobody chooses a share; shares are assigned in the order payments arrive. Anyone, the Organizer included, may pay for several shares, or for all the remaining shares, in a single payment.
• (e) When the last share is paid, the Booking is confirmed and no further payments are accepted. Any payment that arrives after that, or that is for more shares than remain, is refunded in full.
• (f) If the Instant Window ends before every share is paid, or the Organizer, the Turf Owner or its Staff cancels the Instant Split, everyone who paid is refunded in full, the Organizer included. No Organizer Retention or forfeiture applies to an Instant Split.
• (g) An Instant Split cannot be opened to strangers under Section 5.6.6, and the Instant Window cannot be extended.
• (h) Web Payers receive an SMS when the Booking is confirmed, or when a refund is made.
• (i) Refunds are routed as in Section 5.6.5. Once confirmed, the Booking is governed by Section 5.4 like any other Booking paid by Split Payment.
• (j) An Instant Team Split follows Section 5.6.9(m), which changes when the Instant Window starts.

5.6.9 Team Split

Team Split lets two teams share one Booking, each team paying half. A Team Split is a Split Payment: Sections 5.6.1 to 5.6.5 apply to it, with each Team treated as its own group of Contributors, except where this Section says otherwise.

• (a) Halves. Each Team pays half the price of the Booking. Where the price is an odd number of shillings, the first Team's half carries the extra shilling. A Captain's welcome offer or other TurfBook promotion reduces only that Captain's own Team's half; TurfBook covers it, and the Turf Owner is still paid the price of the Booking.
• (b) Starting. The first Captain chooses the Turf, pitch, date and time, names the Team, chooses how the Team pays (Equal or Custom, as in Section 5.6.1, up to twenty-two (22) players per Team) and pays their own share first. The first Captain then receives a Challenge link. The Team's own link is given only once the Challenge is accepted.
• (c) The Challenge. The Challenge may be sent to more than one team. A Captain accepts it in the TurfBook app, which requires a TurfBook account: they name their Team, choose how it pays and pay their own share. The first Captain whose payment is received becomes the second Team, and the Challenge then closes. Anyone whose payment to accept it arrives later is refunded in full.
• (d) Before acceptance. Until the Challenge is accepted, nobody else can pay, the Slot is not held, and the first Captain may cancel and is refunded in full.
• (e) Team links. After acceptance each Team has its own link. A payment through a Team's link pays only that Team's half. Contributors may pay in the app or on the website.
• (f) Pitch held and confirmation. The Slot is held under Section 5.6.3 once at least fifty percent (50%) of the Total Amount has been paid by both Teams together. The Booking is confirmed only when both Teams have paid their whole half. One Booking is created, labelled with both Team names (for example, “Utawala Ballers vs Mihango FC”), under the Organizer's account, and the Turf Owner is paid once for the whole Booking.
• (g) The Organizer. The first Captain is the Organizer. If the first Team withdraws, the other Team's Captain becomes the Organizer.
• (h) Paying the rest. A Captain may pay the whole unpaid balance of their own Team's half at any time before the Payment Deadline, but never any part of the other Team's half.
• (i) Withdrawing a Team. Before the Booking is confirmed, a Captain may withdraw their own Team. Every Contributor in that Team, the Captain included, is refunded in full. The other Team keeps its payments and the game, and its Captain may send a new Challenge; the Payment Deadline does not change. If less than fifty percent (50%) of the Total Amount remains paid, the Slot stops being held and the Team Split returns to Collecting status. Only a Captain can withdraw a Team. Contributors cannot withdraw their own payment (Section 5.6.1).
• (j) Payment Deadline. Both Teams must have paid their whole half by the Payment Deadline (Section 5.6.3). If either Team has not, the Team Split expires and every Contributor in both Teams is refunded in full, both Captains included. No Organizer Retention applies to a Team Split.
• (k) Cancellation. The Turf Owner, its Staff or TurfBook may cancel a Team Split before it is confirmed; every Contributor in both Teams is refunded in full, and both Captains are told. A Team Split is opened to strangers only Team by Team, under (p).
• (l) What each Team sees. Each Team sees its own Contributors. The other Team is shown only by its name and the total it has paid, never more than its half.
• (m) Instant Team Split. Where the Slot starts within three (3) hours, a Team Split may be started at the Turf as an Instant Team Split. Section 5.6.8 applies, except that:
  • shares are always equal;
  • the Challenge stays open until the start time of the Slot, and the first Captain's payment does not hold the Slot before the Challenge is accepted;
  • the twenty (20) minute Instant Window starts when the Challenge is accepted, not at the first payment. It may run past the start time, but never beyond the end of the Slot;
  • if nobody accepts the Challenge by the start time, or the Slot is booked by someone else first, the first Captain is refunded in full; and
  • if either Team has not paid its whole half when the Instant Window ends, everyone who paid is refunded in full.
• (n) Messages. Each Captain receives, for their own Team, the messages Section 5.6.2 describes for the Organizer, including the SMS reminders one (1) hour and thirty (30) minutes before the Payment Deadline where their Team has not yet paid its whole half. Contributors receive the messages in Section 5.6.2 for their own Team.
• (o) Refunds are routed as in Section 5.6.5. Once confirmed, the Booking is governed by Section 5.4 like any other Booking paid by Split Payment.
• (p) Need Players per Team. Each Captain may open only their own Team to Need Players, never the other Team. Before the Booking is confirmed, and only once the Challenge has been accepted, a Captain may open some of their Team's unpaid seats (for a Custom Team, named seats), as in Section 5.6.6: a stranger pays that seat's amount into that Team's half only; the number offered never exceeds the Team's unpaid seats, and the Team's own players can still pay through the Team's link. While the Team has no opponent (for example after the other Team withdraws), its listing is paused. A stranger may leave, or be removed by the Captain, before the Booking is confirmed and is refunded in full; the seat becomes available again. After the Booking is confirmed, a Captain may post their Team as a FROM_BOOKING Game under Section 5.7.3, at the Team's seat price. An Instant Team Split is never opened to strangers.

5.7 Need Players (Games)

5.7.1 Game Sources

Three sources of Game exist on the Platform, each with distinct payment characteristics:

• CREATED: a Game built from scratch by an Organizer who selects a Turf, pitch, date, time range, total players, and price per person.
• FROM_SPLIT: a Game arising from the conversion of a Split Payment under Section 5.6.6.
• FROM_BOOKING: a Game arising from an existing confirmed Booking, joined and paid in the app, with each Joiner's payment held for the Host until the Game ends (see Section 5.7.3).

5.7.2 CREATED Games

When you create a CREATED Game, you specify the Turf, pitch size, date, time range, and total number of players. The exact slot and pitch are fixed only when the Game fills, so the price per person is worked out as follows:

• the Platform takes the highest price that the Turf Owner has set for any pitch of that size, at any time in the range you chose (the “Game Ceiling”), less any TurfBook-funded discount;
• the price per person is the Game Ceiling divided by the number of players, rounded up to the nearest whole shilling, and that is what each player pays to join;
• when the Game fills, the Booking is made at the actual price of the slot booked. If that is lower than the Game Ceiling, each paid player is refunded the difference between what they paid and their share of the actual price, rounded in the same way;
• if the Organizer later chooses a different slot that costs more than the money collected (Section 5.7.6), the Organizer pays the difference (a “top-up”) to secure it, and other players may choose to reimburse the Organizer under Section 5.5.8.

For example: two pitches of the size you want cost KES 2,500 and KES 3,000 in your time range, and the Game has 10 players. Each player pays KES 300. If the Game is booked on the KES 2,500 pitch, each player is refunded KES 50.

Where the price can differ across the time range, the App says so before you pay: it shows the lowest and highest price, that you are paying a share of the highest, and how much each player would get back at the lowest.

Game Joiners pay through the Platform via M-Pesa STK Push or Wallet; when the Game reaches full capacity, the Platform automatically converts the collected funds into a confirmed Booking. Refund mechanics on cancellation, leave, and expiry are set out in Section 5.7.8.

5.7.3 FROM_BOOKING Games — Joined and Paid in the App

A FROM_BOOKING Game is posted by a Host who already holds a confirmed Booking and needs more players. The Host chooses how many Players are needed and the price per Player:

• (a) for an ordinary Booking, the Host sets the price, free or any amount. TurfBook does not set or limit it; the listing shows that the price was set by the Host, and each Player decides whether to join at that price;
• (b) for a Booking paid by Split Payment, the price is fixed at the share price the Contributors paid (for a Custom Split Payment, the Booking price divided by the number of shares, rounded up);
• (c) for a Team of a booked Team Split, the price is fixed at that Team's seat price (Section 5.6.9(p)).

Joining and paying. A Joiner joins in the app. For a free Game no payment is taken. For a priced Game the Joiner pays the price by M-Pesa, Wallet, or both (an M-Pesa payment carries the Payment Processing Fee, Section 9.3). The number of places still needed falls as Joiners join, and the listing closes when it reaches zero; the Host may also lower the number or remove the listing.

The Host's money is held. A Joiner's payment is credited to the Host's Wallet straight away but held: it is shown as on hold, with who paid and for which Game, and cannot be spent until the Game's end time, when it is released to the Host. Held money never reduces or blocks the Host's other Wallet Credit. It is Wallet Credit under Section 5.5 and cannot be cashed out.

No leaving; refunds. Once a Joiner has joined, they cannot leave the Game or obtain a refund, except that the Joiner is refunded in full:

• (i) if the Booking is cancelled by the Turf Owner, its Staff or TurfBook; or
• (ii) if the Host removes the Joiner before the Game starts.

The Host keeps nothing from a refunded Joiner, and the Turf Owner's payout is not affected by it. A Booking with a FROM_BOOKING Game cannot be cancelled or rescheduled by the Host (Section 5.4).

Disputes. A Joiner who has a complaint (for example, that they were not allowed to play) may raise it with TurfBook through support. Where the held money has already been released and spent, TurfBook decides the matter case by case, and may refund the Joiner itself or recover the amount from the Host's future Wallet Credit.

TurfBook is not responsible for the conduct of the Host or any Joiner before, during, or after the Game.

A FROM_BOOKING Game listed before in-app joining was introduced remains a discovery-only listing until it ends: payments for it are arranged directly between the Host and Joiners outside the Platform, and TurfBook neither handles that money nor refunds it.

5.7.4 Visibility and Privacy

Games may be created as “Public” (default) or “Reserved” (private). Public Games appear on the Platform's discovery feed and are visible to all Players. Listings display the Organizer's first name, the Turf neighbourhood, the skill level, and other non-sensitive Game details. For Reserved Games, even where the listing is shared by invitation link, the Organizer's name is displayed to invitees as first name and last initial only.

5.7.5 Game Chat

Each Game has an associated chat that is visible only to Players who have paid into that Game (and to the Organizer regardless of payment). Chat is for the purpose of coordinating the Game and must not be used for any unlawful, abusive, harassing, discriminatory, defamatory, advertising, or otherwise inappropriate purpose. TurfBook will respond to user reports of inappropriate chat content within forty-eight (48) hours and may remove content, suspend Players, or cancel Games where warranted.

5.7.6 How the Slot Is Chosen

A CREATED Game is booked once every place has been paid for. It is always booked on the date and within the time range the Organizer chose, for a pitch of the size chosen, as follows:

• (a) if every time in the range is free on the chosen pitch, the Organizer picks the time. If the Organizer does not pick within thirty (30) minutes, the Platform books the cheapest of those times or, where they all cost the same, the middle one;
• (b) if only some times are free on the chosen pitch, the Platform books the earliest free time;
• (c) if the chosen pitch is taken for the whole range, the Platform books another pitch of the same size at the same Turf, at the earliest free time;
• (d) if nothing is free at the Turf, the Organizer is offered other Turfs within five (5) kilometres that have a pitch of the same size free in the same range, each with its price. Where the one chosen costs more than the money collected, the top-up in Section 5.7.2 applies. If the Organizer does not choose within two (2) hours, the Platform books the closest of those Turfs that costs no more than the money collected or, if there is none, cancels the Game;
• (e) if nothing is free anywhere, the Game is cancelled.

The Platform never chooses a time or pitch because it costs more. Whichever slot is booked, the Turf Owner is paid that slot's actual price and any difference is refunded under Section 5.7.2. A cancelled Game is refunded under Section 5.7.8. The App explains these rules to the Organizer before the Game is created and to each player before they join.

5.7.7 Joining and Leaving a Game

A Player joins a CREATED or FROM_SPLIT Game by paying the Game price via M-Pesa STK Push. Once paid, the Player appears in the Game roster and gains access to the Game chat. A Player may leave a Game at any time before the Game start time, subject to the refund rules in Section 5.7.8 and, for a FROM_SPLIT Game, to Section 5.6.6. A Player joins a FROM_BOOKING Game in the app and cannot leave it (Section 5.7.3).

5.7.8 Refunds on Game Cancel, Expire, or Leave

For CREATED and FROM_SPLIT Games:

• Player leaves a Game that is still in the Collecting state (the Game has not yet been confirmed into a Booking): the leaving Player is refunded one hundred percent (100%) of their share. No Slot has been reserved with a Turf Owner at this stage, so no Owner compensation applies. After the Game is confirmed into a Booking, individual Players can no longer leave; the Slot is then held on behalf of every joined Player and exit is only possible via a Turf Owner cancellation.
• Player removed by the Organizer (or, in a Team Split, by their Team's Captain) before the Game is confirmed into a Booking, or, for a FROM_BOOKING Game, before it starts: the removed Player is refunded one hundred percent (100%) of their payment. The Organizer or Captain keeps nothing.
• Game cancelled by the Organizer (only available while the Game is in the Collecting state, before it has been confirmed into a Booking): every paid Player is refunded one hundred percent (100%) of their share, including the Organizer. No Slot was yet reserved with a Turf Owner, so no Owner compensation and no Organizer forfeiture applies.
• Game cancelled because no slot could be booked (Section 5.7.6): every paid Player is refunded one hundred percent (100%) of their share. These cancellations are driven by Platform-side rules, not by anyone's unilateral choice.
• Game expires (deadline passes without reaching full capacity, and no underlying confirmed Booking is consummated): every paid Player is refunded one hundred percent (100%) of their share. The Slot was never reserved with a Turf Owner who could have re-sold it.
• Game cancelled AFTER it was confirmed into a Booking: only possible by Turf Owner cancellation under Section 5.4.2 or by TurfBook under Section 5.4.4. Every paid Player is refunded one hundred percent (100%) of their share, per Section 5.4.6.

Important exception for FROM_SPLIT Games. A FROM_SPLIT Game follows its parent Split Payment. When the parent Split Payment is confirmed, expires or is cancelled, the FROM_SPLIT Game is confirmed, expires or is cancelled with it, and every paid Player is refunded under Section 5.6.5. The Organizer is refunded on the same terms, subject only to any Organizer Retention under Section 5.6.4. Where the Organizer cancels a FROM_SPLIT Game, the whole parent Split Payment is cancelled. Only a Player who joined through Need Players may leave a FROM_SPLIT Game, as set out in Section 5.6.6. For a Split Payment created under the earlier rules, Section 5.6.7 applies.

Refunds to registered Players are credited as Wallet Credit; refunds to guest joiners (Game Joiners without an account) are processed by way of M-Pesa Business-to-Customer disbursement to the phone number from which payment was originally made.

For FROM_BOOKING Games: refunds follow Section 5.7.3. For a FROM_BOOKING Game listed before in-app joining was introduced, TurfBook does not handle Joiner payments and does not process any refund between Host and Joiner.

5.8 Player Conduct

As a Player, you undertake to:

• arrive at the Turf at the booked time and comply with all reasonable rules of the Turf and instructions of the Turf Owner and Staff;
• treat Turf Owners, Staff, other Players, Game Joiners, and TurfBook personnel with respect;
• not engage in violent, threatening, abusive, harassing, discriminatory, or unlawful behaviour at any Turf or in any Platform interaction (including Game chat);
• submit only honest, fair, and first-hand ratings and reviews of Turfs at which you have completed Bookings;
• not submit fraudulent, defamatory, spam, advertising, or manipulated reviews; not coordinate with others to inflate or deflate ratings; not accept incentives in exchange for ratings;
• not attempt to circumvent the Platform to make bookings outside the Platform after discovering a Turf through the Platform;
• not use the Platform for any unlawful purpose, including money laundering, terrorism financing, tax evasion, or fraud;
• not attempt to interfere with, probe, scan, scrape, reverse engineer, or otherwise tamper with the Platform or its security; and
• comply with all applicable laws and regulations of the Republic of Kenya.

5.9 Player Violations and Consequences

Violations by Players may result in one or more of the following consequences, at TurfBook's reasonable discretion having regard to the nature and severity of the violation:

• removal of offending content (e.g., a non-compliant review or chat message);
• formal warning;
• temporary suspension of account (typically one (1) to four (4) weeks);
• permanent termination of account;
• forfeiture of Wallet balance in cases of fraud or material breach;
• referral to law enforcement where the conduct is criminal.

5.10 Ratings and Reviews

Eligible Players (those who have completed a Booking at a Turf) may submit a star rating from one (1) to five (5) stars and a written review of up to one thousand (1,000) characters, together with optional photographs of the Turf visit. Reviews are published on the Turf's public profile alongside your first name and may be responded to by the Turf Owner (up to five hundred (500) characters per response, submitted once and not thereafter editable). You may edit your review for a seven (7) day window following submission; for removal of a published review thereafter, please contact support@turfbook.africa.

TurfBook reserves the right to remove reviews that violate Section 5.8, that are flagged and substantiated as inappropriate, or that are part of a manipulation pattern. Removed reviews are not displayed but may be retained in an internal moderation record.

5.11 Favorites and Rebooking

Players may save Turfs as Favorites and use the “Rebook” convenience to initiate a new Booking at a previously visited Turf. Neither feature guarantees availability of any particular Slot.

5.12 Web Payers and Guest Game Joiners

A Web Payer or Guest Game Joiner does not need a TurfBook account. By paying through a public page on the Platform, you agree to these Terms and the Privacy Policy; the payment page says so and links to both. You receive SMS messages about your payment (Section 5.6.2). Refunds due to you are returned to the M-Pesa number you paid from (Section 9.7). A Web Payer can see the receipt for a Split Payment share by signing in to the TurfBook app with the phone number they paid from: the payment is then linked to that account.

6. TERMS APPLICABLE TO TURF OWNERS

6.1 Turf Owner Registration and Verification

6.1.1 Registration Requirements

To register as a Turf Owner, you must provide: the owner's or manager's name; the Turf's name; a Kenyan mobile phone number verified via OTP; the physical address and geographic coordinates of the Turf; and M-Pesa payout details (Till number, Paybill number with account, or Send Money phone number). Provision of an email address, a registered business name and a KRA PIN is optional (Section 6.1.6). You must also upload a minimum of three (3) photographs that accurately represent the Turf, and configure pitches, pricing, opening hours, amenities, and house rules.

You must additionally upload a photograph of the front AND the back of your national identity card (or, in future, passport). Both sides are required and are collected as sensitive personal data under the Data Protection Act, 2019. The images are stored in a private storage bucket that is not addressable by any public URL, are viewable only by TurfBook Administrators (and only via a short-lived signed link minted at the moment of viewing), and are used solely to confirm that the person registering a Turf is a genuine, identifiable adult resident of Kenya who can be held accountable for the Turf's commercial conduct on the Platform. Registration cannot proceed to verification until both images have been uploaded. The retention and deletion of these images is governed by the Privacy Policy (Section 6).

6.1.2 Verification Process

All Turf registrations are subject to a mandatory verification process conducted by TurfBook personnel. The verification process includes review of the identity-document images uploaded under Section 6.1.1, confirmation of M-Pesa payout details, and review of supplied photographs. The process may additionally include a physical visit to the Turf where TurfBook considers it warranted, and any further information requests TurfBook reasonably requires. TurfBook will use reasonable efforts to complete verification within seventy-two (72) hours of receipt of a complete registration; this is a target and not a guarantee.

6.1.3 Approval and Rejection

TurfBook reserves the absolute right to approve or reject any Turf registration in its sole discretion, including without limitation where the Turf cannot be physically verified at the stated location, where the owner's identity cannot be confirmed, where the photographs are misleading, or where TurfBook reasonably suspects fraud or misrepresentation. Where rejected, the Turf Owner will be notified and may resubmit a corrected registration or appeal the decision in writing to support@turfbook.africa.

In addition to the verification checks above, every Turf must have, at minimum, (i) at least three (3) photographs as set out in Section 6.1.1, and (ii) at least one (1) active pitch with pricing configured before it can be approved. Where these minima are not met, the registration will not be approved until they are; the Turf Owner will be informed of the specific deficiencies and may resubmit once corrected. TurfBook strongly recommends a substantive Turf description (and more than three photographs) for search-engine visibility, but does not require them at the approval gate; the Turf Owner may edit these fields at any time via the mobile application.

6.1.4 Public Discovery Pages and Fair Ordering

Upon approval, your Turf is published as a public discovery page at turfbook.africa/turfs/[area]/[slug], is listed on its area page at turfbook.africa/turfs/[area], and is included in the directory index at turfbook.africa/turfs. These pages are server-rendered, publicly accessible without authentication, indexable by search engines, and readable by artificial-intelligence assistants. The information rendered is described in Section 4.1.6 of the Privacy Policy and is drawn entirely from the Turf data that you supply through the Platform; if you change that data, the discovery page updates automatically. If your Turf is suspended or removed, the discovery page is taken down and Google is notified to de-index it.

Where multiple Turfs are listed on the same area page, the listing order is determined by a fair-rotation algorithm — a daily-rotating position based on a deterministic hash of the Turf identifier and the current date — so that every Turf shares equal top-of-list exposure over time. TurfBook does NOT sell or auction listing position, does NOT accept payment for placement, and does NOT manually re-order listings to favour any Turf. The only orderings used on the Platform are the fair rotation on web area pages (this Section), the user's own distance from a Turf within the mobile application, and an explicit search ranking when a Player searches a specific Turf by name (in which case the named Turf ranks first).

6.1.5 Deferred Deep-Link Redirects

When a Player taps a “Book on TurfBook” link from a public discovery page or any other Turf share-link, the click is routed through the endpoint at turfbook.africa/dl and onward through the deep-link attribution subdomain at app.turfbook.africa, both of which are operated for TurfBook by our deferred deep-link processor under Section 4.2 of the Privacy Policy. The sole purpose of this routing is to open the mobile application directly on the corresponding Turf where the application is installed, or to remember the destination Turf through a fresh install so that the application opens on it on first launch. The mechanics are described in Section 2.1.5.1 of the Privacy Policy.

6.1.6 Registered Business Name and KRA PIN (Optional)

You may, but need not, give TurfBook a registered business name and a KRA Personal Identification Number. Where you do, TurfBook uses them only on your own statements, on the tax invoices TurfBook issues to you for its own charges (such as Commission, where it applies), and in its record of who supplied each Booking. They are never shown to Players. How they are stored and shared is set out in the Privacy Policy.

6.2 Turf Profile and Listing

6.2.1 Required Information

After verification approval, you must complete and maintain a Turf profile including: Turf name and description (up to 500 characters); physical address with nearby landmarks; a minimum of three (3) and a maximum of ten (10) photographs; operating hours; pitch configurations including size, type, and pricing; amenities; and house rules.

6.2.2 Accuracy of Information

You are solely responsible for the accuracy, completeness, and currency of all information in your Turf profile. You warrant that all photographs you upload are current, accurately represent the Turf, and are owned by you or used with the express permission of the rights holder. Misleading or inaccurate listings may result in negative reviews, disputes, suspension of the listing, and termination of your account.

6.3 Pricing

Prices are set by you, the operator. TurfBook does not set, negotiate or override them. You may differentiate between standard, peak, weekend, and holiday pricing within the parameters supported by the Platform. The Platform accepts an hourly price only between KES 100 and KES 1,000,000, as an input check. All prices displayed to Players represent the price payable to you for the Booking; the Payment Processing Fee under Section 9.3 is added on top of this price at the M-Pesa STK Push prompt and is disclosed to the Player.

6.3.1 Bundle Pricing

You may, in addition to per-hour pricing, configure one or more “bundle” prices for a pitch (for example, a flat price for two consecutive hours or for three consecutive hours). Each bundle is defined by a minimum duration (in whole hours) and a total Booking price. Where a Player selects a duration that qualifies for a configured bundle, the Platform quotes the lower of (i) the per-hour price multiplied by the duration and (ii) the bundle total — automatically and without further input from you or the Player.

You are responsible for ensuring that your bundle configuration reflects the price you genuinely intend to charge. Bundle prices, once set, are binding on Bookings made while the configuration is live; you may change the bundle configuration at any time, and the change takes effect prospectively for new Bookings.

6.3.2 Owner-Issued Coupons

If TurfBook has enabled the Coupons feature for your account, you may create coupon codes (“Owner Coupons”) that grant a discount to Players who book your Turf. Each Owner Coupon is configured with:

• a code (optional — if omitted, the coupon may be silently granted to selected Players);
• a discount type (percentage of the gross Booking value, or a fixed KES amount) and, where applicable, a cap on the discount;
• a total redemption cap and a per-Player redemption cap;
• an eligibility rule (for example: any Player; first-ever Booking on the Platform; minimum number of prior Bookings at your Turf; Players who have lapsed since a stated number of days);
• a validity period (start and expiry dates).

Owner Coupons are funded by you: the discount granted by an Owner Coupon is deducted from the Booking value that you receive at payout, and TurfBook is not responsible for any economic loss arising from your coupon configuration. By configuring an Owner Coupon, you authorise TurfBook to reduce the corresponding payout accordingly.

The Platform also operates TurfBook-funded discounts (including platform-funded coupons and the welcome offer), issued by TurfBook from time to time as part of acquisition, retention, or goodwill campaigns. A TurfBook-funded discount does not reduce your price or your payout: you are paid your full price, and the discount is TurfBook's cost. An Owner Coupon, by contrast, is you reducing your own price.

For example: on a KES 3,000 Booking with a KES 500 TurfBook welcome offer, the Player pays KES 2,500 and you are paid KES 3,000. With a KES 500 Owner Coupon, the Player pays KES 2,500 and you are paid KES 2,500.

Where a Booking that consumed a single-use coupon is cancelled and refunded under Section 5.4.6, the coupon redemption is automatically marked as refunded and the coupon becomes available for re-use up to its configured cap.

You may delegate Owner Coupon creation and management to a Staff member by enabling the corresponding Staff permission (see Section 7.3).

6.4 Commission and Earnings

6.4.1 Commission

The Commission rate is currently zero percent (0%) of the gross Booking value: TurfBook charges no Commission at the present time. TurfBook may introduce or vary the Commission rate, and may set different rates for different Turfs. Any introduction of, or increase to, the Commission rate will be notified to affected Turf Owners at least thirty (30) days before it takes effect, by in-app notification, SMS, or email. A Booking keeps the Commission rate that applied when it was made: a new or changed rate applies only to Bookings made on or after the date it takes effect.

No Commission is charged on a Booking that is refunded in full. Where a Booking is refunded, the Player gets back the full amount refunded and no Commission is retained on it.

6.4.2 Payment Processing Fee

In addition to any Commission, TurfBook adds a Payment Processing Fee of 0.6% of the displayed Booking amount, rounded up to the nearest whole shilling, to the M-Pesa STK Push prompt charged to the Player. This fee covers the cost of payment processing through Kopo Kopo, Safaricom STK Push, and related infrastructure. The Payment Processing Fee is paid by the Player and is not deducted from the Turf Owner's earnings. The Payment Processing Fee is not refundable, including where a Booking is subsequently cancelled, except that where TurfBook refunds a payment by reversing the original M-Pesa payment, the reversal returns the whole payment, including the fee (Section 9.3).

6.4.3 Earnings Disbursement

Earnings (gross Booking value, less any applicable Commission) are disbursed automatically to your registered M-Pesa payout destination — whether a Till number, a Paybill number with account, or a Send Money phone number — through TurfBook's payments partner. Disbursements are initiated upon successful confirmation of payment by the Player. You are responsible for ensuring that your M-Pesa payout details are accurate and operational at all times. Changes to your payout details after initial setup are subject to the cooling-off process set out in Section 6.4.4.

6.4.4 Payout-Method Changes — 24-Hour Cooling-Off

Changes to the payout destination of an existing Turf (whether the M-Pesa Till number, Paybill number with account, or Send Money phone number) are subject to a twenty-four (24) hour cooling-off period before they take effect. Where you submit such a change:

• the change is staged as a pending request;
• you are notified of the staged change by SMS to your registered phone number, by in-app push notification, and by an in-app banner on the Owner Dashboard;
• during the cooling-off window, all payouts continue to be processed to your previous payout destination, not the new one;
• you may cancel the pending change at any time before it takes effect by tapping the in-app banner and confirming;
• after twenty-four (24) hours without cancellation, the change becomes effective and subsequent payouts are routed to the new destination.

The cooling-off period exists to protect you against unauthorised payout diversion, including in the event of SIM-swap, device theft, or account compromise. The first-time setting of payout details for a newly-registered Turf takes effect immediately and is not subject to the cooling-off period; the cooling-off applies only to subsequent changes to an existing Turf's payout destination.

6.4.5 Payout Failures and Retries

Where a disbursement fails for transient reasons (such as insufficient float at the payments partner, temporary network issues, or M-Pesa downtime), the Platform places the payout in a retry queue and re-attempts disbursement on a backoff schedule until it succeeds or a terminal failure is recorded. You may view the status of payouts in the Earnings section of the Platform.

6.4.6 Payout Clawbacks (Net Settlement)

Where a Booking for which you have already received payout is subsequently refunded to the Player (for example, due to your cancellation under Section 6.5.3 or as part of dispute resolution under Section 10), the amount of the refund is owed by you to TurfBook. TurfBook recovers it by deducting it from your future payouts for the same Turf, oldest clawback first. Where a payout is smaller than the amount owed, the payout is used up and the balance is carried forward to the next payout, until the clawback is fully recovered. Each clawback, and the balance still owed, is shown in your Earnings section. If there are no further payouts from which to recover it (for example, because the Turf leaves the Platform), the balance remains a debt owed by you to TurfBook and may be recovered from you directly. You acknowledge and accept this net settlement mechanism as a condition of participation on the Platform.

For example: you were paid KES 3,000 for a Booking that you later cancel, and the Player is refunded KES 3,000. Your next payout for that Turf, KES 2,000, is used to recover KES 2,000 and you receive nothing for it; the remaining KES 1,000 is taken from the payout after that.

6.4.7 Transaction Records

Detailed transaction records, including gross amount, any Commission, the net amount disbursed, and any clawback, are available to you through the Earnings section of the Platform. You are responsible for retaining your own copies for tax and accounting purposes.

6.5 Booking Management

6.5.1 Calendar Management

You are responsible for maintaining an accurate and up-to-date booking calendar on the Platform, including blocking Slots reserved for walk-in customers, maintenance, private events, or any other unavailability. Failure to maintain an accurate calendar may result in double-bookings, disputes, refunds payable by you (via clawback under Section 6.4.6), and damage to your reputation on the Platform.

6.5.2 Walk-in and Blocked Slots

You may block Slots on the calendar for walk-in customers or other off-Platform Bookings. You acknowledge that blocked Slot data is recorded by TurfBook and used for analytics purposes, including off-app booking detection and to inform TurfBook's marketing strategy in accordance with the Privacy Policy.

While a Split Payment holds a Slot in Reserved Status (Section 5.6.3), which may be for several days, you cannot block that Slot, or disable or delete the pitch it is on. You may instead cancel the Split Payment, in which case every Contributor is refunded in full.

While a Split Payment is in Collecting status it does not hold the Slot. If you block a Slot that a Collecting Split Payment is for, including a Team Split, that Split Payment is cancelled and every Contributor, the Organizer included, is refunded in full. A Team Split holding a Slot appears on your schedule as “Reserved: [Team] vs [Team]”.

6.5.3 Owner-Initiated Cancellation

Where you cancel a confirmed Booking, the affected Player is entitled to a full refund of the amount they paid via the Platform, credited as Wallet Credit to their Wallet (or, for Web Payers, by M-Pesa disbursement). Where you have already received payout, the refund is recovered from you under Section 6.4.6.

Repeated cancellations by you may result in formal warning, reduced search ranking, suspension of your Turf listing, or termination of your account at TurfBook's discretion under Section 6.9, taking into account the volume of cancellations, the notice provided, the reasons given, and the impact on affected Players. TurfBook reviews repeated cancellation patterns through its administrative dispute and trust processes.

6.5.4 No-Show Marking

Where a Player fails to attend a confirmed Booking, you may record the Booking as a No-Show through the Platform. You must do so accurately and in good faith; you must not mark as No-Show any Booking that the Player attended in whole or in part. Recording a No-Show does not, of itself, alter the payment outcome (the Player is not refunded; you are paid as for an attended Booking) but may contribute to TurfBook's overall trust review of the Player.

6.5.5 Player Late Cancellations and Retained Amounts

Where a Player cancels a confirmed Booking, the portion of the Booking amount that the Player does not receive back is retained by you as the Turf Owner, as compensation for the short-notice loss of the Slot. Under the tiers in Section 5.4.1, you retain fifty percent (50%) of the Booking amount where the Player cancels between three (3) and six (6) hours before the Booking start time. A Player cannot cancel less than three (3) hours before the Booking start time, so the Booking stands and you are paid in full. A Player who cancels more than six (6) hours before the Booking start time is refunded in full and you retain nothing. Where you have already received payout for the Booking, only the amount refunded to the Player is recovered from you by way of clawback under Section 6.4.6; the portion you retain remains yours.

6.6 Reviews and Reputation

You may respond to Player reviews of your Turf (up to 500 characters per response, submitted once and not thereafter editable) and may report reviews you believe to be in breach of these Terms. You may not offer incentives for positive reviews, threaten Players for negative reviews, or engage in any review manipulation or coordination.

6.7 Staff Management

You may grant limited Platform access to your employees or agents (“Staff”) by creating Staff records on the Platform. Each Staff member is issued a six-digit PIN that you must communicate to them. You may set the permissions of each Staff member by selecting a preset (Basic, Manager, or Full Access) or by configuring individual permission flags. You may reset the PIN, change the permissions, or deactivate a Staff member at any time; such actions take immediate effect and force the Staff member to re-authenticate or, in the case of deactivation, log out.

Where you grant the corresponding permissions, a Staff member may also:

• draft a reply to a Player review on your behalf, in which case the draft is held privately for your review and is only published once you explicitly send it; the published reply is attributed to you as Turf Owner, not to the Staff member;
• submit a goodwill credit request on behalf of a Player after an operational issue (for example, a power outage, an equipment failure, or a delayed start). Each request must specify the affected Player and Booking, a category, a free-text note, and a requested amount (capped at KES 5,000 per request). You then review the request and either approve or decline it. If you approve, the Player's TurfBook Wallet is credited with the approved amount and your next payout is reduced by the same amount (a “clawback”) under Section 6.4.6. Pending requests automatically expire seventy-two (72) hours after submission. To protect you against rogue requests, a maximum of three (3) pending goodwill requests may be open per Turf at any time, and the total goodwill credit approved for a single Turf may not exceed KES 50,000 in any rolling thirty (30) day period. Once that limit is reached, further goodwill requests for that Turf cannot be approved on the Platform until earlier approvals fall outside the thirty (30) day window; you may contact support@turfbook.africa if a genuine operational issue requires more. We may adjust this limit on notice;
• create, edit, disable, or delete Owner Coupons (Section 6.3.2) on your behalf; you remain financially responsible for any discount granted, as funded coupons reduce your payout.

You are solely responsible for the conduct of your Staff on the Platform. Actions taken by your Staff using their Platform access are attributable to you for all purposes under these Terms, including (without limitation) review responses you send after Staff drafting, goodwill credits you approve following Staff requests, and coupons created or modified by Staff on your behalf.

6.8 Turf Owner Conduct

As a Turf Owner, you undertake to:

• maintain your Turf in a condition that is safe, clean, and consistent with the description and photographs in your listing;
• honour all confirmed Bookings made through the Platform, subject only to genuine Force Majeure Events;
• not discriminate against Players on any unlawful ground;
• maintain accurate pricing, availability, amenity, and operational information on the Platform;
• not encourage, facilitate, or accept off-Platform bookings that originated from a Platform discovery in a manner intended to circumvent any Commission that may apply from time to time;
• comply with all applicable laws, regulations, permits, licences, and standards required to operate a sports facility, including health and safety, public liability insurance, and tax obligations;
• respond to Player inquiries, complaints, and disputes in a timely and professional manner; and
• not interfere with the integrity of the Platform, including by submitting false data, manipulating ratings, or attempting to access information you are not authorised to access.

6.9 Turf Owner Violations and Consequences

Violations by Turf Owners may result in one or more of the following consequences:

• removal of offending content;
• formal warning;
• reduced search ranking;
• temporary suspension of the Turf listing (typically one (1) to four (4) weeks);
• permanent ban from the Platform;
• withholding or clawback of payouts pending dispute resolution;
• referral to law enforcement where the conduct is criminal.

Fake, misleading, or fraudulent listings, and fraudulent payment activity, result in immediate and permanent removal without notice.

7. TERMS APPLICABLE TO STAFF

7.1 Staff Access

Staff access to the Platform is granted solely by Turf Owners. Staff authenticate using the Turf Owner's registered phone number and a six-digit PIN issued and managed by the Turf Owner. Staff access is limited in scope to the permissions granted by the Turf Owner.

7.2 Authentication and Session

Staff log in by entering the Turf Owner's phone number and the six-digit PIN. Five (5) consecutive incorrect PIN attempts result in a fifteen-minute (15-minute) lockout. Staff sessions are valid for ninety (90) days, after which re-authentication is required. Where the Turf Owner resets the PIN, changes Staff permissions, or deactivates the Staff member, the Staff member's session is invalidated and the Staff member must log in again (or, in the case of deactivation, is unable to log in).

7.3 Staff Permissions

Staff permissions are configured by the Turf Owner through granular permission flags spanning the following categories: Viewing (e.g., view bookings, view full schedule, view customer phone, view earnings, view transactions, view analytics); Booking actions (e.g., mark no-show, cancel bookings, contact player); Slot actions (e.g., block slots, unblock slots, block any day); Turf settings (e.g., edit amenities, edit rules, manage photos, edit basic info, edit hours, manage pitch holidays); Reviews (e.g., draft a response for the Turf Owner to send under Section 6.7); Goodwill (e.g., request a goodwill Wallet credit for a Player after an operational issue, for the Turf Owner to approve or decline under Section 6.7); Coupons (e.g., create, edit, disable, or delete Owner Coupons under Section 6.3.2); and Notifications (e.g., receive booking, cancellation, or payment notifications).

Three presets are available: Basic (view bookings + block slots); Manager(operational permissions including customer contact, schedule, slot management, turf settings, review drafting, goodwill requests, and booking-related notifications); and Full Access (Manager plus earnings, transactions, payment notifications, and Coupons management). The Turf Owner may override any preset by toggling individual permissions.

7.4 Staff Responsibilities

Staff members acknowledge that:

• their access to the Platform is provided at the discretion of the Turf Owner and may be revoked at any time without notice;
• they must not share their PIN with any third party;
• all actions taken by them on the Platform are recorded in an audit log and attributable to the Turf Owner for all purposes;
• they must not use information obtained through the Platform (including Player contact details) for any purpose other than fulfilling their duties as authorised by the Turf Owner; and
• they are bound by the Privacy Policy in respect of Personal Data they may access through the Platform.

7.5 Audit Logging

Every material action taken by Staff on the Platform is recorded in an audit log accessible to the Turf Owner and to TurfBook Administrators. Audit log entries include the actor identity, action type, target entity, timestamp, and relevant contextual details. The audit log is append-only and is retained for the operational and compliance periods set out in the Privacy Policy.

8. TERMS APPLICABLE TO ADMINISTRATORS

8.1 Administrator Role

Administrators are authorised employees, contractors, or agents of TurfBook responsible for the operation, governance, and integrity of the Platform. Administrator access is granted by TurfBook in accordance with internal policies and is allocated to one of three roles: SUPER_ADMIN (full platform governance, including managing other Administrators and Platform configuration); ADMIN (operational management including approvals, dispute resolution, suspensions, and refunds); and SUPPORT (read-only access for support purposes; no mutating actions).

8.2 Authentication

Administrator authentication requires an email address, a password subject to TurfBook's internal password policy, and mandatory time-based one-time password (TOTP) two-factor authentication. Administrator sessions are tracked and may be remotely revoked.

8.3 Administrator Capabilities

Administrators may, subject to role and to internal policy, perform functions including:

• verifying, approving, rejecting, or suspending Turfs;
• suspending, unsuspending, or terminating user accounts;
• viewing Bookings, payments, payouts, and transaction records across the Platform;
• issuing refunds, Wallet credits, or adjustments in exceptional circumstances and in the resolution of disputes;
• resolving disputes under Section 10;
• moderating content, including reviews and Game chat;
• sending Platform announcements to defined audiences;
• managing Platform configuration including commission rates, cancellation windows, and feature flags;
• investigating fraud, abuse, and security incidents.

8.4 Administrator Audit Log

Every Administrator action is recorded in an immutable internal audit log capturing the Administrator's identity, the action, the affected entity, before/after state where applicable, a typed reason where required for destructive or financial actions, and originating IP address and user agent. The audit log is append-only; no Administrator may edit or delete entries.

8.5 Administrator Obligations

Administrators are bound by internal policies on data protection, confidentiality, conflict of interest, and ethical conduct. Administrator access to Personal Data is restricted to the extent necessary for legitimate Platform management purposes, in accordance with the Privacy Policy and the DPA. Administrators may not impersonate users except under controlled, time-boxed, and audited support processes.

9. PAYMENT TERMS

9.1 Payment Method

The exclusive payment method on the Platform is M-Pesa, operated by Safaricom PLC, processed through TurfBook's authorised payments partner, Kopo Kopo. TurfBook does not accept payment by any other method (including cash, card, bank transfer, or any other mobile money service). TurfBook does not collect, process, store, or have access to your M-Pesa PIN; the PIN is entered directly into your phone in response to the STK Push prompt and is processed exclusively by Safaricom.

9.2 STK Push Mechanics

When you confirm a payment, the Platform initiates an M-Pesa STK Push to your registered M-Pesa phone number. You must authorise the transaction within approximately ninety (90) seconds by entering your M-Pesa PIN. If the payment is successful, the relevant transaction is confirmed; if the payment fails, is declined, times out, or is cancelled by you on the phone, the transaction is not created (or, where created, is marked as failed) and any provisional hold on the Slot is released. You may retry payment subject to Platform rate limits.

9.3 Payment Processing Fee

TurfBook adds a payment processing fee of 0.6% of the displayed transaction amount, rounded up to the nearest whole shilling because M-Pesa accepts only whole shillings, to the M-Pesa STK Push prompt to cover the costs of payment processing through Kopo Kopo, Safaricom STK Push, and related infrastructure. This means the amount your M-Pesa prompts you to pay will be marginally higher than the displayed price. The Platform discloses both amounts before you initiate the prompt. The Payment Processing Fee is retained by TurfBook and is not refundable, including where the Turf Owner or TurfBook cancels the Booking, because it pays for payment processing already performed and collection costs already incurred. The one exception is where TurfBook refunds a payment by reversing the original M-Pesa payment: the reversal returns the whole payment, including the fee.

The fee is charged only on the part of a payment made by M-Pesa. For example, a KES 1,150 Booking paid by M-Pesa is prompted at KES 1,157, a fee of KES 7 (0.6% is KES 6.90, rounded up). The current rate is stated in this Section; a change to it is notified under Section 1.6.

9.4 Wallet Payment and Split-Tender

Where you have sufficient Wallet Credit, the Platform may settle a transaction wholly from the Wallet without invoking M-Pesa. Where Wallet Credit is insufficient, the Platform may offer to settle the transaction by way of Split-Tender, applying available Wallet Credit and prompting M-Pesa STK Push for the balance. The Payment Processing Fee applies only to the M-Pesa portion of a Split-Tender transaction, and no fee is charged on the part paid from the Wallet. For example, a KES 1,150 Booking paid with KES 500 of Wallet Credit and KES 650 by M-Pesa is prompted at KES 654 on M-Pesa (a fee of KES 4).

9.5 Disbursement to Turf Owners

Earnings due to a Turf Owner are disbursed via M-Pesa Business-to-Customer transfer to the Turf Owner's registered payout destination (M-Pesa Till, Paybill, or Send Money phone). Disbursement is initiated by TurfBook upon receipt of a confirmed payment from the relevant Player and is processed through Kopo Kopo. Disbursement failures are managed through an automatic retry mechanism under Section 6.4.5.

9.6 Transaction Records and Receipts

Players receive a confirmation by SMS and in-app notification upon successful payment, including the booking reference, Turf details, amount paid, and the M-Pesa transaction identifier, and a receipt document in the app. A Web Payer or Guest Game Joiner receives an SMS and can see the receipt by signing in to the app with the phone number they paid from.

Every receipt carries the registered company name of the business that operated the Platform on the date of payment (Ball Hub Limited from 21 September 2026). Receipts name the operator of the Turf as the supplier of the pitch hire, and TurfBook as the booking and payment agent that collected it. TurfBook issues tax invoices only for its own charges (the Payment Processing Fee and any Commission). It does not issue tax invoices for pitch hire; a Player who needs a tax invoice for pitch hire should ask the operator of the Turf.

Turf Owners have access to detailed transaction records in the Earnings section of the Platform. All transaction records are retained by TurfBook for the periods set out in the Privacy Policy for dispute resolution, financial reporting, and tax compliance purposes.

9.7 Refunds — Routing

Refunds are routed according to the original payer:

• Registered Players: refund is credited as Wallet Credit, instantly upon processing, and can be spent on any Booking at any Turf. TurfBook may decide that refunds of payments made wholly by M-Pesa are instead returned to the M-Pesa number that paid; Wallet Credit is always refunded to the Wallet.
• Web Payers and guest Game Joiners: refund is returned to the originating phone number, by reversing the original M-Pesa payment where possible and otherwise by M-Pesa Business-to-Customer transfer, with a target processing time of twenty-four (24) to forty-eight (48) hours.

Refund amounts are calculated in accordance with the relevant refund rule of these Terms (Section 5.4.1, 5.6.5, or 5.7.8 as applicable). The Payment Processing Fee is not refundable, except that where TurfBook refunds a payment by reversing the original M-Pesa payment, the reversal returns the whole payment, including the fee (Section 9.3).

9.8 Disputed or Failed Payments

Where a payment is reported by the Player as not received by TurfBook despite an M-Pesa debit being shown on their phone, TurfBook will investigate by reconciling with M-Pesa transaction records. Where the discrepancy is confirmed in the Player's favour, TurfBook will credit the Player's Wallet with the disputed amount. Where Safaricom or Kopo Kopo records do not confirm receipt of funds by TurfBook, TurfBook is not liable for any disputed amount.

9.9 Taxes

Turf Owners are solely responsible for determining and fulfilling any tax obligations (including but not limited to income tax, value added tax, and turnover tax) arising from earnings on the Platform. TurfBook does not provide tax advice. TurfBook may provide transaction records and earnings exports to facilitate tax compliance.

10. DISPUTES AND FORCE MAJEURE

10.1 Dispute Types

The following types of disputes may be submitted through the Platform:

• No-Show — Player claims attendance disputed by Turf Owner;
• Bad Condition — Player alleges the Turf was in materially poor condition;
• Time Dispute — disagreement about the Booking time, duration, or pitch;
• Payment — disagreement about payments made, received, or refunded; and
• Other — any other matter properly raised.

10.2 Dispute Resolution Process

Either party to a Booking may submit a dispute through the Platform. A TurfBook Administrator will review the dispute, including all available evidence such as Booking records, payment records, audit logs, communications, and any photographs submitted. The Administrator may contact either or both parties for additional information and may consult any third party records (including M-Pesa records). The Administrator will render a decision, which may include any of the resolution outcomes set out in Section 10.3. Both parties will be notified of the outcome. TurfBook's dispute resolution decisions are final and binding between the parties to the dispute, subject only to the right of either party to pursue resolution under Section 19.2.

10.3 Resolution Outcomes

Dispute resolution outcomes include:

• full refund to the Player as Wallet Credit (or M-Pesa for Web Payers);
• partial refund;
• no action;
• formal warning to either party;
• temporary or permanent suspension of one or both parties.

10.4 Default Outcomes

In the absence of clear evidence to the contrary, the following default outcomes apply:

• No-Show disputes: decision defaults in favour of the Turf Owner (no refund).
• Bad Condition disputes: no refund is issued, but the Player's review may remain published.
• Time disputes: the Booking record as recorded on the Platform is treated as authoritative.
• Payment disputes: M-Pesa transaction records are treated as authoritative.

10.5 Force Majeure

Neither TurfBook nor any user shall be liable for any failure or delay in performance of these Terms to the extent that the failure or delay is caused by a “Force Majeure Event,” being any event beyond the reasonable control of the affected party including (without limitation) acts of God; severe weather; flood; fire; epidemic or pandemic; war or civil unrest; acts of terrorism; acts or restrictions of any government or regulator; failure or interruption of M-Pesa, Safaricom, the internet, or third-party service providers; power outages; and any infrastructure failure not within the affected party's control.

In respect of Bookings affected by a Force Majeure Event, such as heavy rain, a waterlogged pitch, a power failure, or an outage of M-Pesa, Kopo Kopo or another service provider:

• where the Turf Owner cannot provide the pitch and cancels the Booking, every Player is refunded in full under Section 5.4.2 (and Section 5.4.6 for group Bookings). The Payment Processing Fee is kept (Section 9.3). Where the Turf Owner has already been paid, the refund is recovered from the Turf Owner under Section 6.4.6;
• the Turf Owner may, instead or as well, approve goodwill credit to an affected Player's Wallet through the goodwill-credit process (Section 6.7), paid for by the Turf Owner;
• where the Turf Owner does not cancel, the Booking stands. A Player may reschedule or cancel only within the ordinary rules (Sections 5.4.1 and 5.4.5): no cancellation in the three (3) hours before the start time, and no cancellation or reschedule of a group Booking by a Player;
• where an M-Pesa or provider outage stops a payment from completing, no Booking is made and any provisional hold on the Slot is released (Section 5.3.1). If money has left your M-Pesa account but no Booking was confirmed, Section 9.8 applies.

11. CONTENT AND COMMUNICATIONS

11.1 User-Generated Content

By submitting content to the Platform — including but not limited to reviews, photographs, Turf descriptions, Game descriptions, and chat messages — you grant TurfBook a non-exclusive, worldwide, royalty-free, sub-licensable, transferable, perpetual licence to use, host, reproduce, modify, adapt, publish, translate, create derivative works of, distribute, and display the content in connection with the operation, promotion, and improvement of the Platform and TurfBook's business. You represent and warrant that you have the right to grant this licence and that the content does not infringe any third-party right.

11.2 Prohibited Content

You must not submit content that:

• is unlawful, defamatory, threatening, harassing, hateful, obscene, sexually explicit, or otherwise objectionable;
• infringes any intellectual property, privacy, or other right;
• misrepresents your identity or affiliation;
• is misleading, deceptive, fraudulent, or part of a manipulation pattern;
• contains malware, viruses, or other harmful code; or
• constitutes unsolicited advertising or commercial promotion.

11.3 Moderation and Removal

TurfBook may, at its discretion, remove, hide, restrict access to, or refuse to publish any content that it reasonably believes breaches these Terms. TurfBook is not under a continuous duty to monitor user-generated content but will respond to user reports of inappropriate content within forty-eight (48) hours.

11.4 Notifications and Communications

TurfBook communicates with you through:

• Push notifications via Firebase Cloud Messaging (Android) and Apple Push Notification service (iOS), routed through Expo Push;
• SMS sent through Africa's Talking; and
• In-app notifications in the Platform itself.

You consent to receiving these communications upon registration. You may manage notification preferences within the Platform, except for certain “critical” notifications that are essential to the operation of the Platform and to the security of your account, and which cannot be disabled while you hold an active account. Critical notifications include:

• booking confirmations, payment receipts, cancellation notices, and refund notifications;
• pre-game reminders;
• account security alerts, including OTP delivery, login-lockout notifications, and notifications of changes to payout destinations;
• for Turf Owners: payout dispatch confirmations (sent on every payout), and payout-method change requests and cancellations (sent on the staging and on the cancellation of any change to a payout destination, as set out in Section 6.4.4).

11.5 Marketing Communications

Marketing communications (including promotional offers and product announcements) are sent only with your explicit consent. You may opt out of marketing communications at any time through the Platform settings or by following the opt-out instructions in any marketing message. Opting out of marketing does not affect the receipt of critical notifications.

12. INTELLECTUAL PROPERTY

12.1 TurfBook Intellectual Property

The TurfBook name, logo, tagline (“Book. Play. Repeat.”), brand identity, software, source code, design, user interfaces, graphics, layouts, and all other intellectual property associated with the Platform are owned by or licensed to Ball Hub Limited, trading as TurfBook, and are protected by Kenyan and international intellectual property laws. No user acquires any right or licence to TurfBook intellectual property by virtue of using the Platform other than the limited, revocable, non-exclusive, non-transferable, non-sub-licensable right to access and use the Platform in accordance with these Terms.

12.2 Restrictions

You must not:

• copy, modify, adapt, translate, reverse engineer, decompile, or disassemble any part of the Platform;
• create derivative works based on the Platform;
• use the Platform's content, listings, or data for any competitive purpose;
• use any automated system, bot, scraper, or crawler to access, extract, or index content from the Platform;
• circumvent any technical measure intended to protect the Platform or its content;
• use the TurfBook name, logo, or brand in any manner suggesting affiliation, endorsement, or partnership without our prior written consent.

13. PRIVACY AND DATA PROTECTION

Your use of the Platform is subject to the TurfBook Privacy Policy, available at turfbook.africa/privacy, which forms an integral part of these Terms. The Privacy Policy describes how TurfBook collects, uses, shares, retains, and protects Personal Data in accordance with the DPA. You should read the Privacy Policy carefully before using the Platform. By using the Platform, you confirm that you have read and understood the Privacy Policy and consent to the processing of Personal Data as described in it.

14. LIMITATION OF LIABILITY AND DISCLAIMERS

14.1 Platform Provided “As Is”

To the maximum extent permitted by law, the Platform is provided on an “as is” and “as available” basis. TurfBook makes no warranties or representations, express or implied, regarding the Platform's reliability, availability, accuracy, fitness for any particular purpose, compatibility, security, or non-infringement. TurfBook does not warrant that the Platform will be uninterrupted, secure, or free of errors, viruses, or other harmful components.

14.2 Turf Safety Disclaimer

TurfBook does not own, operate, inspect, certify, or supervise any Turf, and does not warrant the safety, condition, cleanliness, suitability, or compliance with any standard of any Turf listed on the Platform. You access and use Turfs entirely at your own risk. TurfBook is not liable for any injury, illness, death, or loss or damage to property arising at, or in connection with, any Turf, except to the extent that such liability cannot be excluded by law.

14.3 Third-Party Services Disclaimer

The Platform relies on and integrates with third-party services including M-Pesa (Safaricom), Kopo Kopo, Africa's Talking, Google Maps, Firebase Cloud Messaging, Apple Push Notification service, Expo Push, Supabase, Railway, and Vercel. TurfBook is not responsible for the availability, accuracy, reliability, security, or performance of any third-party service and is not liable for any loss arising from the failure, error, downtime, or change of any third-party service.

14.4 Limitation of TurfBook's Liability

To the maximum extent permitted by applicable law, and except in respect of liability that cannot lawfully be excluded (including liability for death or personal injury caused by negligence and liability for fraud), TurfBook shall not be liable to you or any third party for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, loss of business opportunities, or loss of goodwill, arising out of or in connection with your use of the Platform; any transaction, Booking, Game, Split Payment, or other interaction between users; the condition, safety, or quality of any Turf; the actions or omissions of other users; or interruptions, errors, downtime, or security incidents affecting the Platform.

14.5 Maximum Liability

Subject to Section 14.4 and to the extent permitted by law, TurfBook's total aggregate liability to any user for any and all claims arising from or related to these Terms, the Privacy Policy, or your use of the Platform shall not exceed the greater of (a) the total Commission and Payment Processing Fees earned by TurfBook from that user's transactions in the twelve (12) months preceding the event giving rise to the claim, or (b) Kenyan Shillings Ten Thousand (KES 10,000). Nothing in this Section 14.5 limits any liability that cannot lawfully be limited, including under the Consumer Protection Act, 2012 or for death or personal injury caused by negligence.

15. INDEMNIFICATION

You agree to defend, indemnify, and hold harmless Ball Hub Limited, trading as TurfBook, its directors, officers, employees, contractors, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use or misuse of the Platform; (b) your breach of these Terms or the Privacy Policy; (c) your violation of any applicable law or regulation; (d) your violation of any right of a third party (including intellectual property and privacy rights); (e) any content you submit, upload, or transmit through the Platform; (f) any dispute between you and another user; and (g) in the case of a Host of a FROM_BOOKING Game, any claim by a Joiner relating to payment, attendance, or conduct. This indemnification obligation survives the termination of your account and these Terms.

16. CROSS-BORDER DATA TRANSFERS

You acknowledge and consent that the Platform's infrastructure providers (including database, application hosting, content delivery, push notification, and storage providers) are located outside the Republic of Kenya, and that Personal Data processed in connection with your use of the Platform will be transferred to, stored at, and processed in jurisdictions outside Kenya. TurfBook implements appropriate safeguards in accordance with Part IV of the DPA, including but not limited to contractual safeguards with processors and reliance on your explicit consent under Section 48 of the DPA. Further information is set out in the Privacy Policy.

17. ACCOUNT DELETION AND DATA RETENTION

17.1 Player Account Deletion

You may request deletion of your account at any time through the Platform settings. To confirm the request, you must (a) type “DELETE” in the confirmation box AND (b) enter a six-digit one-time PIN (OTP) that we send by SMS to your registered Kenyan phone number. The OTP step confirms it is really you asking for the deletion and blocks anyone who has temporarily obtained your phone from wiping your account without your knowledge. You may not delete your account while your Wallet holds a positive balance (see Section 5.5.6). Upon successful deletion, your account is immediately deactivated and you are logged out. Personal Data is retained for a period of thirty (30) days following deletion to allow for the resolution of pending disputes and reversals, after which personally-identifying fields (name, email, phone, profile photograph) are purged from your row while the row itself is retained under a non-identifying placeholder to preserve the referential integrity of your booking, payment, and payout history. Data that must be retained for a longer period under applicable law (such as transaction records required for tax purposes) is retained in accordance with the Privacy Policy.

17.2 Turf Owner Account Deletion

Turf Owners may request deletion of their account subject to the prior fulfilment or cancellation of all confirmed Bookings and the completion of all outstanding payouts and clawbacks. Verification photographs and verification records associated with the Turf are retained for the operational life of the Turf on the Platform and for any regulatory retention period thereafter, as detailed in the Privacy Policy.

17.3 Deletion by TurfBook

TurfBook may delete accounts that have been permanently suspended, that have been continuously inactive for twelve (12) months or more, or where required by law or regulation. Where reasonably practicable, TurfBook will provide advance notice of deletion due to inactivity.

17.4 Effect of Deletion

Upon account deletion, your access to the Platform terminates, your Booking history, reviews, Favorites, Wallet ledger, Game memberships, and other associated data are deleted (subject to the thirty-day grace period and to lawful retention requirements). Anonymised aggregate data may be retained by TurfBook for analytical and statistical purposes.

18. CONSEQUENCES OF SUSPENSION OR TERMINATION

Upon suspension or termination of your account, whether by you or by TurfBook:

• your right to access and use the Platform ceases immediately, except where TurfBook permits limited continued access for the purpose of resolving outstanding matters;
• any pending Bookings, Games, or Split Payments may be cancelled, with refunds processed in accordance with these Terms;
• outstanding payouts due to a Turf Owner are paid out subject to set-off for any clawback or outstanding amount owed to TurfBook;
• positive Wallet balances are dealt with under Section 5.5.6 (account deletion) or under the suspension policy in effect at the time;
• any provision of these Terms that by its nature is intended to survive termination shall so survive.

19. GENERAL PROVISIONS

19.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya, without regard to its conflict of law principles.

19.2 Dispute Resolution

Any dispute, controversy, or claim arising out of or in connection with these Terms (including a question regarding its existence, validity, or termination) that cannot be resolved through TurfBook's internal dispute resolution process under Section 10 shall first be submitted to good-faith mediation in Nairobi, Kenya. If the mediation does not resolve the dispute within thirty (30) days of commencement, either party may submit the dispute to the exclusive jurisdiction of the competent courts of Nairobi, Kenya. Nothing in this Section limits a party's right to seek urgent interim relief from a court of competent jurisdiction.

19.3 Severability

If any provision of these Terms is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to render it valid and enforceable, or, if such modification is not possible, severed from these Terms, and the remaining provisions shall continue in full force and effect.

19.4 Entire Agreement

These Terms, together with the Privacy Policy and any policies or guidelines incorporated by reference, constitute the entire agreement between you and TurfBook regarding your use of the Platform and supersede all prior agreements, representations, and understandings.

19.5 Waiver

No failure or delay by TurfBook in exercising any right or remedy under these Terms shall constitute a waiver of that right or remedy. Any waiver must be in writing and signed by an authorised representative of TurfBook.

19.6 Assignment

You may not assign, transfer, or sublicense any of your rights or obligations under these Terms without the prior written consent of TurfBook. TurfBook may assign, transfer or novate its rights and obligations under these Terms to any successor, affiliate, or acquirer of all or substantially all of its business or assets without your consent, provided that such assignment does not materially diminish your rights under these Terms. You agree that, on such a transfer, the successor takes TurfBook's place under these Terms, including in respect of your Wallet balance, Bookings, payouts and refunds, and you consent in advance to that novation. TurfBook will tell you of the transfer. Section 1.1A describes the transfer of the business to Ball Hub Limited in September 2026.

19.7 Notices

Notices under these Terms shall be in writing and shall be deemed delivered when sent via the Platform's notification system (push notification or in-app notification), SMS to your registered phone number, or email to your registered email address. Notices to TurfBook should be sent to support@turfbook.africawith a copy, for data-protection matters, to privacy@turfbook.africa.

19.8 Language

These Terms are drafted in English. Where a translation of these Terms is provided for convenience, the English version shall prevail in the event of any inconsistency.

19.9 Electronic Form and Acceptance

You accept these Terms by an electronic act (including by registering, signing in, completing a Booking, paying a share of a Split Payment, or joining a Game), as set out in Section 1.6. You consent to receive these Terms, the Privacy Policy, notices, and other communications in electronic form. Electronic communications satisfy any legal requirement that such communications be in writing.

19.10 Survival

The following provisions shall survive the termination of these Terms: Section 2 (Definitions); Sections 5.4, 5.5, 5.6, and 5.7 to the extent of outstanding refunds, Wallet balances, and ongoing claims; Section 6.4 (Commission and Earnings) to the extent of outstanding payouts and clawbacks; Section 11.1 (User-Generated Content licence); Section 12 (Intellectual Property); Section 13 (Privacy); Section 14 (Limitation of Liability); Section 15 (Indemnification); Section 16 (Cross-Border Data Transfers); Section 17 (Data Retention); Section 19.1 (Governing Law); Section 19.2 (Dispute Resolution); and Section 19.10 (Survival).

19.11 Headings

Headings in these Terms are for convenience only and do not affect interpretation.

20. CONTACT INFORMATION

If you have any questions, concerns, or feedback regarding these Terms of Service, you may contact us through the following channels:

Ball Hub Limited, trading as TurfBook
Neema Court, Kibiku Road
Mihang'o, Embakasi, Nairobi
P.O. Box 9526-00200, Nairobi, Kenya

General Support: support@turfbook.africa
Privacy and Data Protection: privacy@turfbook.africa
In-App: Help & Support section within the TurfBook mobile application
Website: turfbook.africa