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Legal

Terms of Service

The terms that govern your use of HUB as a customer, merchant, or courier.

Effective date: 14 October 2026.

These Terms of Service (“Terms”) are a legal agreement between you and Maapia Technologies Ltd (“HUB”, “we”, “us”), the operator of the HUB marketplace and delivery platform in Kenya. By creating an account or using our app or website, you agree to these Terms. If you do not agree, do not use HUB.

1. What HUB is

HUB is a platform that connects three groups: customers who buy goods from local shops, merchants who sell their products, and couriers who carry out deliveries. HUB provides the technology that connects these parties. Unless stated otherwise, we are not the seller of merchant goods and we are not the employer of couriers; couriers and merchants are independent.

2. Eligibility and your account

  • You must be at least 18 years old to use HUB.
  • You agree to provide accurate information and to keep your account credentials secure.
  • You are responsible for activity that happens under your account.
  • We may suspend or close accounts that breach these Terms, the law, or community safety.

3. Orders and delivery

  • When you place an order, you make an offer to buy the listed goods and to pay the displayed total, including delivery.
  • The full price, items plus delivery fee, is shown before you confirm. Prices and availability are set by merchants and may change.
  • Estimated delivery times are estimates, not guarantees, and can be affected by traffic, weather, and demand.

4. Prohibited items and conduct

You may not buy or sell through HUB:

  • Anything illegal under Kenyan law, including controlled drugs and counterfeit goods.
  • Weapons, explosives, or other dangerous or hazardous materials.
  • Live animals, human remains, or perishable items not suited to the chosen delivery method.
  • Items that infringe another person’s rights, or anything we reasonably deem unsafe.

You also agree not to misuse the platform, harass other users, or attempt to defraud HUB, merchants, or couriers.

5. Payments

  • You pay for orders with M-Pesa. We do not accept cards.
  • You authorise HUB and its payment partners to charge the amounts you confirm.
  • Receipts are issued in-app for every completed order.
  • Merchant payouts and courier earnings are settled on the schedule and terms agreed during onboarding.

6. Cancellations and refunds

  • You can cancel an order in the app until it is ready for pickup. If you have already paid, the full amount is refunded to your M-Pesa.
  • If an order arrives damaged, incomplete, or not as described, raise a dispute on the order in the app or contact support, and we will work with the merchant to resolve it, including a refund where appropriate.

7. Additional terms for merchants

  • You are responsible for the accuracy of your listings, the quality and safety of your goods, and compliance with applicable laws and licences.
  • You must fulfil accepted orders promptly and hand them to couriers in a ready, properly packed state.
  • You grant HUB the right to display your business name, listings, and images within the platform to market your shop.
  • Commission, fees, and payout timing are set out in your merchant agreement.

8. Additional terms for couriers

  • You must hold any licences and documents required for your vehicle type and keep them valid.
  • You are responsible for delivering items safely, on time where possible, and with the agreed proof of delivery.
  • You choose when to be online and which jobs to accept.
  • Earnings, fees, and payout timing are set out in your courier agreement.

9. Ratings and content

After a delivered order, customers may rate and review the shop, the products and the courier. Reviews are shown publicly with the reviewer’s first name and last initial. You agree your contributions will be honest and lawful. You grant HUB a licence to host and display content you submit for the purpose of operating the platform.

10. Liability

HUB provides the platform “as is”. To the fullest extent permitted by Kenyan law, we are not liable for the acts of merchants or couriers, for indirect or consequential losses, or for events beyond our reasonable control. Nothing in these Terms limits liability that cannot be limited by law, including your statutory consumer rights.

11. Privacy

Our handling of your personal data is described in our Privacy Policy, which forms part of these Terms.

12. Changes to these Terms

We may update these Terms as HUB evolves. We will post the updated Terms here and, for material changes, notify you in-app or by email before they take effect. Continuing to use HUB after a change means you accept the updated Terms.

13. Governing law

These Terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute, without affecting any mandatory consumer protections available to you.

14. Contact

Questions about these Terms: hello@hubkenya.co.ke or visit our contact page.