Terms of Service
Last updated: June 4, 2026
By creating an account or using Mama Luxe Concierge ("the Service"), you agree to these Terms. If you do not agree, please do not use the Service.
1. The Service
Mama Luxe is a concierge marketplace that connects customers in Kenya with vetted vendors, riders, pros, and emergency responders. We facilitate bookings and payments; service delivery is performed by independent providers.
2. Eligibility & account
You must be at least 18 years old. You are responsible for the accuracy of your account information and for activity on your account. Keep your credentials confidential.
3. Bookings & payments
- Prices are displayed in Kenya Shillings (KSh) and include applicable taxes unless stated.
- Payments are processed via Safaricom M-Pesa or other supported methods.
- A platform commission may be retained from each booking.
- Scheduled or recurring bookings can be cancelled before dispatch; see the Refund Policy.
4. SOS & emergency services
The SOS feature dispatches our partner responders on a best-effort basis. It is not a substitute for the public emergency number (999 / 112). In a life-threatening emergency, call 999 first.
5. Acceptable use
You agree not to misuse the Service, including: false SOS calls, harassment of providers, fraudulent payments, tampering with the platform, or violating any law.
6. Provider responsibility
Vendors, riders, and pros are independent contractors, not employees of Mama Luxe. We vet providers but do not guarantee the outcome of any individual service.
7. Limitation of liability
To the maximum extent permitted by Kenyan law, Mama Luxe is not liable for indirect, incidental, or consequential damages. Our total liability for any claim is limited to the amount you paid for the affected booking.
8. Termination
You may close your account at any time via Delete my account. We may suspend or terminate accounts that violate these Terms.
9. Governing law
These Terms are governed by the laws of the Republic of Kenya. Disputes are subject to the exclusive jurisdiction of the courts of Nairobi.
10. Changes
We may update these Terms. Material changes will be notified in-app or by email at least 14 days in advance.
11. Contact
See also: Privacy Policy · Refund Policy