Terms of Service

1. INTRODUCTION AND ACCEPTANCE OF TERMS

1.1 About TurfBook

TurfBook is a mobile-first digital marketplace platform operated by TurfBook Limited (hereinafter referred to as “TurfBook,” “we,” “us,” or “our”), a company incorporated under the laws of the Republic of Kenya. TurfBook connects football players seeking to book football pitches (“turfs”) with turf owners and operators who list their facilities on the platform. The platform is accessible via mobile applications on Android and iOS devices, a web-based dashboard for turf owners, and a marketing website.

1.2 Agreement to Terms

By downloading, installing, accessing, or using the TurfBook application or any associated services (collectively, the “Platform”), you agree to be bound by these Terms of Service (the “Terms”). If you do not agree to these Terms, you must not access or use the Platform. These Terms constitute a legally binding agreement between you and TurfBook Limited.

1.3 Eligibility

To use the Platform, you must:

• Be at least eighteen (18) years of age or the age of legal majority in your jurisdiction;
• Be capable of forming a binding contract under the laws of Kenya;
• Not have been previously suspended or removed from the Platform; and
• Comply with all applicable laws, regulations, and these Terms.

1.4 Modification of Terms

TurfBook reserves the right to modify, amend, or update these Terms at any time. We will notify users of material changes through in-app notifications, SMS, or email at least fourteen (14) days before the changes take effect. Your continued use of the Platform after the effective date of any modifications constitutes acceptance of the updated Terms. If you do not agree to the modified Terms, you must discontinue use of the Platform.

1.5 Scope of Application

These Terms apply to all users of the Platform, including but not limited to Players, Turf Owners, Staff members, and Administrators. Specific provisions applicable to each user type are set out in the sections designated for that user category. Where general terms conflict with user-specific terms, the user-specific terms 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:

“Booking” means a reservation of a time slot at a Turf made by a Player through the Platform, including the selection of date, time, pitch size, and completion of payment.

“Commission” means the percentage of the Booking price retained by TurfBook as its service fee, currently set at ten percent (10%) of the total Booking value, subject to promotional adjustments.

“Deposit” means the partial payment made by a Player at the time of Booking where the Turf Owner has elected the Deposit Payment Model, with the remaining balance payable directly at the Turf.

“Force Majeure” means any event beyond the reasonable control of the affected party, including but not limited to natural disasters, severe weather conditions, power outages, government actions, epidemics, or any other circumstances that render performance impossible or impracticable.

“M-Pesa” means the mobile money transfer service operated by Safaricom PLC used as the primary payment method on the Platform.

“No-Show” means the failure of a Player to appear at the Turf for a confirmed Booking without prior cancellation through the Platform.

“OTP” means a One-Time Password, being a temporary verification code sent via SMS to authenticate a user's identity during registration or login.

“Platform” means the TurfBook mobile applications (Android and iOS), the web-based dashboard for Turf Owners, the marketing website, and all associated services, tools, and features provided by TurfBook.

“Player” means any individual registered on the Platform for the purpose of discovering, booking, and paying for time slots at Turfs listed on the Platform.

“Reschedule Credit” means a non-monetary credit issued to a Player upon cancellation of a Booking, valid for thirty (30) days and redeemable only at the same Turf where the original Booking was made.

“Slot” means a designated time period, typically one (1) hour, during which a Turf or a portion thereof is available for booking.

“Staff” means an employee or agent of a Turf Owner who has been granted limited access to the Platform by the Turf Owner through a staff PIN to perform specific operational functions.

“STK Push” means the M-Pesa payment prompt method that sends a payment request directly to a user's mobile phone for authorization.

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

“Turf Owner” means any individual, business, or entity that owns or operates a Turf and has registered on the Platform to list their facility for bookings.

“Walk-in” means a customer who books a Turf directly with the Turf Owner without using the Platform.

3. NATURE OF THE PLATFORM AND ROLE OF TURFBOOK

3.1 Marketplace Model

TurfBook operates as a technology marketplace that facilitates connections between Players and Turf Owners. TurfBook is not a turf operator, sports facility provider, or sports organization. TurfBook does not own, manage, maintain, or control any Turf listed on the Platform. The listing of a Turf on the Platform does not constitute an endorsement, recommendation, or guarantee of the quality, safety, or suitability of that Turf by TurfBook.

3.2 Relationship Between Users

When a Player makes a Booking, the contractual relationship for the provision of the turf facility is between the Player and the Turf Owner. TurfBook acts solely as an intermediary facilitating the booking and payment process. TurfBook is not a party to any agreement between Players and Turf Owners regarding the use of turf facilities.

3.3 No Employment Relationship

Nothing in these Terms shall be construed as creating an employment, agency, partnership, or joint venture relationship between TurfBook and any Player, Turf Owner, or Staff member. Turf Owners are independent operators, and Staff are employees or agents of the respective Turf Owners, not of TurfBook.

4. USER ACCOUNTS AND REGISTRATION

4.1 Account Creation

All users must create an account to access the Platform's features. Registration may be completed through phone number verification via OTP, Google OAuth authentication, or email verification. Each user may maintain only one (1) active account. Creating multiple accounts is a violation of these Terms and may result in suspension or termination of all associated accounts.

4.2 Account Information

You are responsible for providing accurate, current, and complete information during registration and for updating such information to keep it accurate, current, and complete. TurfBook reserves the right to suspend or terminate accounts that contain inaccurate, outdated, or incomplete information.

4.3 Account Security

You are solely responsible for maintaining the confidentiality and security of your account credentials, including any OTP codes and access PINs. You agree to notify TurfBook immediately of any unauthorized use of your account or any other breach of security. TurfBook shall not be liable for any loss or damage arising from your failure to safeguard your account credentials.

4.4 Account Suspension and Termination

TurfBook reserves the right to suspend or terminate any user account at its sole discretion for violation of these Terms, fraudulent activity, abusive behavior, non-compliance with applicable laws, or any other reason that TurfBook deems appropriate. Suspension may be temporary (ranging from one week to one month) or permanent, depending on the severity of the violation.

5. TERMS APPLICABLE TO PLAYERS

5.1 Player Registration

To register as a Player, you must provide your full name and a valid Kenyan phone number verified via OTP. Provision of an email address, profile photo, and location data is optional but recommended for an enhanced experience. By enabling location services, you consent to TurfBook accessing your device's location to display turfs sorted by proximity.

5.2 Browsing and Search

Players may browse available Turfs, search by turf name, area, or available time slots, and apply filters including price range, pitch size, availability, and amenities. Search results are provided on an “as-is” basis. TurfBook does not guarantee the accuracy of search results, including but not limited to turf availability, pricing, or amenity information, as this data is provided by Turf Owners.

5.3 Booking Terms

5.3.1 Making a Booking

A Booking is confirmed only upon successful completion of payment through M-Pesa. The Booking process requires selection of a date, time slot(s), pitch size (where applicable), and completion of the payment process. By confirming a Booking, you agree to the terms of the specific Turf, including the Turf Owner's rules, pricing, and payment model.

5.3.2 Payment Models

Turf Owners may operate under one of two payment models:

• (a) Full Payment Model: You are required to pay the entire Booking amount at the time of Booking through M-Pesa. No additional payment is due at the Turf.
• (b) Deposit Model: You are required to pay a deposit (between 10% and 50% of the total Booking amount, as set by the Turf Owner) at the time of Booking through M-Pesa. The remaining balance is payable directly to the Turf Owner at the Turf on the date of the Booking.

5.3.3 Booking Confirmation

Upon successful payment, you will receive a booking confirmation via SMS and push notification (if enabled). The confirmation will include a unique booking reference number, turf details, date, time, and amount paid. You are advised to retain this confirmation for your records.

5.4 Cancellation and Rescheduling Policy

5.4.1 No Refunds

TurfBook operates a strict no-refund policy for Player-initiated cancellations. Regardless of the timing of cancellation, no monetary refund will be issued to the Player.

5.4.2 Reschedule Credits

Upon cancellation, the Player will receive a Reschedule Credit equal to the amount paid. Reschedule Credits are subject to the following conditions:

• (a) Credits are valid for thirty (30) days from the date of cancellation;
• (b) Credits may only be redeemed at the same Turf where the original Booking was made;
• (c) Credits are non-transferable and non-exchangeable for cash;
• (d) Rebooking must be made through the Platform; and
• (e) Expired credits are forfeited without recourse.

5.4.3 Player No-Show

If you fail to appear for a confirmed Booking (a “No-Show”), no refund will be issued. A one-time courtesy Reschedule Credit may be provided. However, after three (3) No-Shows at the same Turf, the Turf Owner may blacklist you from that Turf, and no further Reschedule Credits will be issued for that Turf.

5.4.4 Rescheduling

Players may reschedule a Booking to another available time slot at the same Turf, subject to availability. If the rescheduled slot is at a different price, the difference will be charged or credited accordingly. Rescheduling is only available through the Platform.

5.5 Player Conduct

As a Player, you agree to:

• (a) Arrive at the Turf at the booked time and comply with all Turf rules;
• (b) Treat Turf Owners, Staff, and other users with respect;
• (c) Not engage in violent, threatening, or abusive behavior at any Turf;
• (d) Submit honest and fair ratings and reviews;
• (e) Not submit fraudulent, defamatory, or spam reviews;
• (f) Not attempt to circumvent the Platform to make direct bookings after discovering a Turf through the Platform; and
• (g) Comply with all applicable laws and regulations.

5.6 Player Violations and Consequences

Violations by Players may result in the following consequences:

• (a) Repeated No-Shows (three or more at the same Turf): Blacklisting by the Turf Owner from that Turf;
• (b) Abusive or fraudulent reviews: Removal of the review and issuance of a formal warning;
• (c) Repeated abusive behavior or violations: Temporary suspension of account (one to four weeks);
• (d) Serious or persistent violations: Permanent suspension of account.

5.7 Ratings and Reviews

Players may submit ratings (on a scale of 1 to 5 stars) and written reviews (up to 500 characters) for Turfs at which they have completed a Booking. Reviews must comply with the review guidelines: they must be respectful, focused on the Turf and service provided, and free from personal attacks, spam, or advertising. TurfBook reserves the right to remove reviews that violate these guidelines. All reviews are public and may be responded to by the Turf Owner.

5.8 Favorites and Rebooking

Players may save Turfs as favorites for easy access. The “Rebook” feature allows Players to initiate a new Booking at a previously visited Turf with the same slot preferences, subject to availability. Neither saving a Turf as a favorite nor using the Rebook feature guarantees availability.

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 following information: owner or manager name, business name, phone number (verified via OTP), physical address of the Turf, and M-Pesa till number or paybill number. Provision of an email address is optional.

6.1.2 Verification Process

All Turf registrations are subject to a mandatory verification process. Upon submission of your registration, TurfBook will contact you within twenty-four (24) hours to schedule a verification visit. The TurfBook verification team will visit the Turf location within forty-eight (48) to seventy-two (72) hours to verify that the Turf exists, matches the description provided, the photos are accurate, and the owner's identity is legitimate. TurfBook reserves the right to approve or reject any registration at its sole discretion.

6.1.3 Rejection and Resubmission

If your registration is rejected, you will be notified with the reason for rejection. Common reasons include: the Turf does not exist at the stated location, the owner's identity cannot be verified, or the physical address does not match. You may appeal the decision or submit a new application with corrected information.

6.2 Turf Profile and Listing

6.2.1 Required Information

After verification approval, you must complete your Turf profile before the listing goes live. Required information includes: Turf name, description (up to 500 characters), physical address and nearby landmarks, a minimum of five (5) photographs, operating hours, pitch sizes and types available, pricing, selected payment model, available amenities, and any Turf rules.

6.2.2 Accuracy of Information

You are solely responsible for the accuracy, completeness, and currency of all information provided in your Turf profile, including pricing, availability, operating hours, amenities, and photographs. Misleading or inaccurate listings may result in negative reviews, disputes, and potential suspension of your Turf listing.

6.2.3 Photographs

You must upload a minimum of five (5) photographs that accurately represent your Turf and its facilities. Photographs must be current and must not be misleading. You represent and warrant that you own or have the right to use all photographs uploaded to the Platform.

6.3 Pricing and Payment Models

6.3.1 Price Setting

Turf Owners have sole discretion in setting prices for their Turfs. You may set different prices based on pitch size, time of day (peak versus off-peak hours), and day of the week (weekdays versus weekends). All prices displayed to Players are the final prices payable by the Player; no hidden fees or additional charges may be imposed.

6.3.2 Payment Model Selection

You must select one of the following payment models for your Turf:

• (a) Full Payment Model: Players pay 100% of the Booking amount at the time of Booking through M-Pesa.
• (b) Deposit Model: Players pay a deposit (between 10% and 50% of the total Booking amount, as specified by you) at the time of Booking through M-Pesa. The remaining balance is collected by you directly from the Player at the Turf.

You may change your payment model at any time through the Platform settings. Changes will apply only to new Bookings made after the change.

6.4 Commission and Earnings

6.4.1 Commission Structure

TurfBook retains a commission of ten percent (10%) on every Booking made through the Platform. The commission is calculated on the full Booking value, regardless of the payment model selected. For example, if the Booking price is KES 3,000, TurfBook retains KES 300 (10%), and the Turf Owner receives KES 2,700 (90%). Under the Deposit Model, the commission is deducted from the deposit amount processed through the Platform.

6.4.2 Launch Promotion

During the initial launch period (the first two to three months following platform launch), a reduced commission rate of zero to two percent (0–2%) will apply. The exact promotional rate and end date will be communicated to Turf Owners prior to launch. Upon expiry of the promotional period, the standard commission of ten percent (10%) will apply.

6.4.3 Earnings Disbursement

Earnings (net of commission) are automatically disbursed to your registered M-Pesa account immediately upon successful payment by the Player. No manual withdrawal process is required. You are responsible for ensuring that your M-Pesa details are accurate and up to date.

6.4.4 Transaction Records

All transaction records are available through the Platform's Earnings section and may be exported as CSV files for your accounting and tax 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. This includes blocking slots for walk-in customers, maintenance periods, and any other unavailability. Failure to maintain an accurate calendar may result in double bookings, disputes, and damage to your reputation on the Platform.

6.5.2 Walk-in Bookings

You may block slots on the Platform calendar for walk-in customers who book directly with you outside the Platform. Walk-in bookings are tracked by TurfBook for analytics purposes, including off-app booking detection. TurfBook may use this data to develop marketing strategies and recommendations.

6.5.3 Recurring Blocked Times

You may set recurring blocked times for regular maintenance, private bookings, or other purposes. These can be configured through Platform settings and may be overridden on a per-instance basis.

6.5.4 Turf Owner Cancellation

If you cancel a confirmed Booking, you must offer the Player an alternative time slot. If no suitable alternative is available, the Player is entitled to a full refund processed through TurfBook. Repeated cancellations by a Turf Owner may result in warnings, reduced visibility in search results, and potential suspension of the Turf listing.

6.6 Reviews and Reputation

Players may leave ratings and reviews following completed Bookings. You may respond to reviews (up to 300 characters per response) and may edit your response once. You may report reviews that you believe are spam, inappropriate, or fake. TurfBook will review reported reviews and may remove them at its discretion. You may not offer incentives for positive reviews, threaten Players for negative reviews, or engage in any form of review manipulation.

6.7 Staff Management

You may grant limited Platform access to your employees or agents (“Staff”) through a 6-digit PIN system. Staff access is limited to viewing the booking calendar, seeing player names and phone numbers for bookings, and blocking or unblocking slots for walk-in customers. Staff cannot access earnings, analytics, settings, reviews, or any other owner-level features. You are solely responsible for managing Staff access, including creating, resetting, and revoking PINs. You are responsible for all actions taken by Staff through the Platform.

6.8 Turf Owner Conduct

As a Turf Owner, you agree to:

• (a) Maintain your Turf in a condition that is safe, clean, and consistent with the description and photographs in your listing;
• (b) Honor all confirmed Bookings made through the Platform;
• (c) Not discriminate against Players on any prohibited grounds;
• (d) Maintain accurate pricing, availability, and amenity information on the Platform;
• (e) Not encourage or facilitate Players to make bookings outside the Platform to avoid Commission;
• (f) Comply with all applicable laws, regulations, permits, and licenses required to operate a sports facility; and
• (g) Respond to Player inquiries and disputes in a timely and professional manner.

6.9 Turf Owner Violations and Consequences

Violations by Turf Owners may result in the following consequences:

• (a) Fake or misleading Turf listing: Immediate and permanent ban from the Platform;
• (b) Repeated cancellation of confirmed Bookings: Formal warning, followed by temporary suspension;
• (c) Failure to honor confirmed Bookings: Formal warning, followed by temporary suspension;
• (d) Fraudulent activity (including payment fraud): Immediate and permanent ban; and
• (e) Encouraging off-platform bookings to avoid Commission: Warning, followed by suspension.

7. TERMS APPLICABLE TO STAFF

7.1 Staff Access

Staff access to the Platform is granted solely by Turf Owners. Staff access is provided through the Turf Owner's registered phone number and a 6-digit PIN created and managed by the Turf Owner. Staff access is limited in scope and is subject to the restrictions set out in this section.

7.2 Staff Authentication

Staff log in by selecting the “Login as Staff” option, entering the Turf Owner's phone number, and entering the 6-digit PIN. A maximum of five (5) incorrect PIN attempts is permitted before the account is locked for fifteen (15) minutes. Staff sessions are valid for twelve (12) hours, after which re-authentication is required. If the Turf Owner resets or deletes the PIN, the Staff member is immediately logged out.

7.3 Staff Capabilities

Staff may access the following features only:

• (a) View the booking calendar for the Turf;
• (b) View player names and phone numbers for bookings;
• (c) Block available slots for walk-in customers; and
• (d) Unblock previously blocked slots.

7.4 Staff Restrictions

Staff are expressly prohibited from accessing or attempting to access the following:

• (a) Earnings, revenue, or any financial information;
• (b) Turf pricing settings or payment model settings;
• (c) Turf details, photographs, or profile editing features;
• (d) Reviews or the ability to respond to reviews;
• (e) Analytics or performance data;
• (f) Staff management (adding, removing, or modifying other Staff access); and
• (g) Owner profile or account settings.

7.5 Staff Responsibility

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. Staff must not share their PIN with any third party. Any actions taken by Staff on the Platform are attributable to the Turf Owner. Staff must not use information obtained through the Platform (including Player contact details) for any purpose other than fulfilling their duties as directed by the Turf Owner.

8. TERMS APPLICABLE TO ADMINISTRATORS

8.1 Administrator Role

Administrators are internal members of the TurfBook team who manage the Platform's operations. Administrator access is granted by TurfBook and is subject to internal policies and procedures. These Terms outline the scope of Administrator capabilities for transparency.

8.2 Administrator Capabilities

Administrators may perform the following functions in the course of platform management:

• (a) View, verify, approve, or reject Turf registrations;
• (b) Suspend or unsuspend Turfs, Players, and Turf Owners;
• (c) View all Bookings and transaction records across the Platform;
• (d) Issue refunds in exceptional circumstances;
• (e) Manage and resolve disputes between Players and Turf Owners;
• (f) View platform-wide analytics and search data;
• (g) Send announcements to users; and
• (h) Manage Platform settings, including commission rates and admin user accounts.

8.3 Administrator Obligations

Administrators are bound by TurfBook's internal policies regarding data protection, user privacy, confidentiality, and ethical conduct. All Administrator actions are logged and auditable. Administrators will exercise their powers fairly, proportionally, and in accordance with these Terms and applicable laws.

9. PAYMENT TERMS

9.1 Payment Method

The primary and currently sole payment method on the Platform is M-Pesa. All payments are processed through an authorized payment aggregator. TurfBook does not directly process or store M-Pesa PINs or sensitive payment credentials.

9.2 Payment Processing

When a Player confirms a Booking, an M-Pesa STK Push is sent to the Player's registered phone number. The Player authorizes the transaction by entering their M-Pesa PIN on their device. If the payment is successful, the Booking is confirmed. If the payment fails or times out (no response within sixty seconds), the Booking is not created, and the Player may retry.

9.3 Split Payment

Payments are automatically split at the time of transaction: ninety percent (90%) is routed to the Turf Owner's registered M-Pesa account, and ten percent (10%) is retained by TurfBook as Commission (subject to promotional adjustments during the launch period). Turf Owners receive their share immediately upon successful payment.

9.4 Transaction Records and Receipts

Players receive a receipt via SMS and in-app notification upon successful payment, including the booking reference number, Turf details, amount paid, and M-Pesa transaction ID. Turf Owners have access to detailed transaction records through the Platform's Earnings section, including gross amount, commission deducted, and net amount received. All transaction records are retained by TurfBook for dispute resolution, financial reporting, and tax compliance.

9.5 Refunds

Refunds are issued only in exceptional circumstances, including platform errors (such as double charges or system failures), verified Turf Owner fault (where the Turf Owner cancels and no reschedule is available), and as determined by an Administrator during dispute resolution. Refunds are processed via M-Pesa to the phone number that made the original payment. Processing time for refunds is twenty-four (24) to forty-eight (48) hours. Refund amounts may be partial or full, at TurfBook's sole discretion.

9.6 Taxes

Turf Owners are solely responsible for determining and fulfilling any tax obligations arising from income earned through the Platform. TurfBook does not provide tax advice and recommends that Turf Owners consult with a qualified tax professional. TurfBook may provide transaction records and earnings exports to assist with tax compliance.

10. CANCELLATION, DISPUTES, AND FORCE MAJEURE

10.1 Cancellation Policy Summary

The cancellation policy is designed to protect Turf Owners from lost revenue while providing Players with reasonable flexibility. Player cancellations result in Reschedule Credits (not refunds). Turf Owner cancellations require either an alternative slot or a full refund to the Player. Detailed cancellation terms are set out in Sections 5.4 and 6.5.4 above.

10.2 Dispute Types

The following types of disputes may be submitted through the Platform: No-Show disputes (where a Player claims attendance but the Turf Owner reports non-attendance), condition disputes (where a Player alleges the Turf was in poor condition), time disputes (disagreements about booking times), and payment disputes (disagreements about payments made or received).

10.3 Dispute Resolution Process

Either party may submit a dispute through the Platform. A TurfBook Administrator will review the dispute, including all available evidence such as booking records, payment records, and communications. The Administrator may contact either or both parties for further information. The Administrator will render a decision, which may include issuing a refund, taking no action, or imposing a suspension. Both parties will be notified of the outcome. TurfBook's dispute resolution decisions are final.

10.4 Default Outcomes

In the absence of clear evidence to the contrary, the following default outcomes apply: for No-Show disputes, the decision defaults in favor of the Turf Owner (no refund); for condition disputes, no refund is issued but the Player's review may remain published; for time disputes, the booking record as recorded on the Platform is treated as authoritative; and for payment disputes, M-Pesa transaction records are treated as authoritative.

10.5 Force Majeure

In the event that a Booking cannot be fulfilled due to Force Majeure events, including severe weather, power outages, or other circumstances beyond the reasonable control of either party, the following shall apply: for weather-related events, no refund is issued but rescheduling is offered; for power outages, rescheduling is offered, or a refund is issued if the outage is attributable to the Turf Owner's facilities; and for facility issues caused by the Turf Owner, a full refund or rescheduling at the Player's choice is provided.

11. INTELLECTUAL PROPERTY

11.1 TurfBook Intellectual Property

The TurfBook name, logo, tagline (“Book. Play. Repeat.”), branding, software, design, user interface, and all associated intellectual property are the exclusive property of TurfBook Limited. No user may copy, modify, distribute, sell, or lease any part of TurfBook's intellectual property without prior written consent.

11.2 User-Generated Content

By submitting content to the Platform, including reviews, photographs, and Turf descriptions, you grant TurfBook a non-exclusive, worldwide, royalty-free, perpetual license to use, reproduce, modify, and display such content in connection with the operation and promotion of the Platform. You represent and warrant that you have the right to grant this license and that your content does not infringe the intellectual property rights of any third party.

11.3 Restrictions

You may not reverse engineer, decompile, or disassemble any part of the Platform. You may not use automated systems, bots, or scrapers to access, extract, or index content from the Platform. You may not use the Platform's content for competitive purposes.

12. PRIVACY AND DATA PROTECTION

12.1 Data Collection

TurfBook collects and processes personal data in accordance with its Privacy Policy, which forms an integral part of these Terms. Data collected includes account information (name, phone number, email), location data (where consent is given), booking history, payment references (excluding M-Pesa PINs), device information, and usage analytics.

12.2 Data Use

Personal data is used for the purposes of providing and improving Platform services, processing payments, facilitating communications between users, analytics and business intelligence, compliance with legal obligations, and dispute resolution.

12.3 Data Sharing

TurfBook shares personal data with Turf Owners (Player name and phone number for confirmed Bookings), payment processors (M-Pesa transaction details), and as required by law or legal process. TurfBook does not sell user data to third parties.

12.4 User Rights

Users have the right to access their personal data held by TurfBook, request correction of inaccurate data, request deletion of their account and associated data (subject to a thirty-day retention period for dispute resolution purposes), and export their booking and transaction history.

12.5 Data Security

TurfBook implements appropriate technical and organizational measures to protect personal data, including HTTPS encryption for all communications, encryption of sensitive data at rest, secure API access with rate limiting and input validation, and role-based access controls. However, no method of electronic transmission or storage is completely secure, and TurfBook cannot guarantee absolute data security.

12.6 Privacy Policy

The full Privacy Policy is available at privacy@turfbook.co.ke and within the Platform. The Privacy Policy details the complete data processing practices of TurfBook and should be read in conjunction with these Terms.

13. NOTIFICATIONS AND COMMUNICATIONS

13.1 Notification Channels

TurfBook communicates with users through push notifications (via Firebase Cloud Messaging and Apple Push Notification service), SMS (via an authorized SMS gateway), and email (where an email address is on file). Users consent to receiving communications through these channels upon registration.

13.2 Critical Notifications

Certain notifications are classified as critical and will be sent regardless of user notification preferences. Critical notifications include booking confirmations, payment confirmations, refund notifications, and account suspension notices. You acknowledge that these notifications are essential to the operation of the Platform and consent to receiving them at all times.

13.3 Notification Preferences

Users may customize their notification preferences through the Platform settings, including toggling push notifications, SMS notifications, and marketing communications. However, critical notifications (as defined above) cannot be disabled.

14. LIMITATION OF LIABILITY

14.1 Platform Provided “As Is”

The Platform is provided on an “as is” and “as available” basis. TurfBook makes no warranties, express or implied, regarding the Platform's reliability, availability, accuracy, fitness for a particular purpose, or non-infringement. TurfBook does not guarantee uninterrupted or error-free operation of the Platform.

14.2 Limitation of TurfBook's Liability

To the maximum extent permitted by applicable law, TurfBook shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, or business opportunities, arising out of or in connection with your use of the Platform, any transaction between Players and Turf Owners, the condition, safety, or quality of any Turf, actions or omissions of other users, or interruptions or errors in the Platform.

14.3 Maximum Liability

In any event, TurfBook's total aggregate liability to any user for any and all claims arising from or related to these Terms or the use of the Platform shall not exceed the total amount of Commission earned by TurfBook from that user's transactions in the twelve (12) months preceding the claim, or Kenya Shillings Ten Thousand (KES 10,000), whichever is lesser.

14.4 Turf Safety

TurfBook does not inspect, certify, or guarantee the safety, condition, or suitability of any Turf listed on the Platform. Users access and use Turfs entirely at their own risk. TurfBook shall not be liable for any injury, loss, or damage suffered by any user at or in connection with any Turf.

15. INDEMNIFICATION

You agree to indemnify, defend, and hold harmless TurfBook, its directors, officers, employees, 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 your use of the Platform, your violation of these Terms, your violation of any applicable law or the rights of any third party, any content you submit or upload to the Platform, and any dispute between you and another user. This indemnification obligation shall survive the termination of your account and these Terms.

16. ACCOUNT DELETION AND DATA RETENTION

16.1 Account Deletion by Users

Players may request deletion of their account through the Platform settings. Account deletion requires the Player to type “DELETE” as confirmation. Upon confirmation, the account is immediately deactivated and the user is logged out. Account data is retained for thirty (30) days following deletion to allow for resolution of any pending disputes, after which it is permanently and irreversibly deleted.

16.2 Account Deletion by TurfBook

TurfBook may delete user accounts that have been permanently suspended, have been inactive for a period exceeding twelve (12) months, or where required by law or regulation. TurfBook will provide reasonable notice before deleting accounts due to inactivity.

16.3 Effect of Account Deletion

Upon account deletion, all booking history, reviews, favorites, Reschedule Credits, and associated data will be permanently deleted (subject to the thirty-day retention period). Turf Owners requesting account deletion must first ensure that all pending Bookings have been fulfilled or cancelled and all outstanding earnings have been disbursed.

17. GENERAL PROVISIONS

17.1 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.

17.2 Dispute Resolution Between Users and TurfBook

Any dispute arising out of or in connection with these Terms that cannot be resolved through TurfBook's internal dispute resolution process shall first be submitted to mediation in Nairobi, Kenya. If mediation is unsuccessful within thirty (30) days, either party may pursue resolution through the courts of competent jurisdiction in Nairobi, Kenya.

17.3 Severability

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

17.4 Entire Agreement

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

17.5 Waiver

The failure of TurfBook to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver of any provision of these Terms shall be effective only if in writing and signed by an authorized representative of TurfBook.

17.6 Assignment

You may not assign or transfer your rights or obligations under these Terms without the prior written consent of TurfBook. TurfBook may assign its rights and obligations under these Terms to any successor or affiliate without your consent, provided that such assignment does not materially diminish your rights under these Terms.

17.7 Notices

All 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 the registered phone number, or email to the registered email address. Notices to TurfBook should be sent to support@turfbook.co.ke.

17.8 Language

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

17.9 Survival

The following provisions shall survive the termination of these Terms: Definitions (Section 2), Limitation of Liability (Section 14), Indemnification (Section 15), Data Retention (Section 16.1), Governing Law (Section 17.1), and Dispute Resolution (Section 17.2).

18. CONTACT INFORMATION

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

Email: support@turfbook.co.ke
Privacy Inquiries: privacy@turfbook.co.ke
In-App: Help & Support section within the TurfBook application
Website: www.turfbook.co.ke/support