TERMS OF SERVICE

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Zanora Collective ("Company," "we," "us," or "our"), governing your use of the Zanora mobile application (the "App").

Company Details:

• Legal Name: Zanora Collective
• Business Registration: BN-RRS3LKOW
• Address: Astrol Offices, Thika Road, Nairobi, Kenya
• Contact: support@zanora.app

By accessing or using Zanora, you agree to be bound by these Terms. If you do not agree to these Terms, you may not use the App.

You must be at least 16 years old to use this App.

2. Description of Service

Zanora is a platform that connects customers seeking professional massage therapy services with independent licensed massage therapists. We facilitate bookings, process payments, and provide the technology infrastructure for service delivery.

Important: Zanora Collective is a technology platform only. We do not provide massage services directly. All massage services are provided by independent contractor therapists who use our platform.

3. User Accounts

3.1 Account Types

• Customer Accounts: For individuals seeking massage services.
• Therapist Accounts: For licensed massage therapists providing services.

3.2 Account Registration

You agree to:

• Provide accurate, current, and complete information during registration
• Maintain and update your information to keep it accurate and current
• Maintain the security of your account credentials
• Notify us immediately of any unauthorized access or security breach
• Accept responsibility for all activities under your account

3.3 Phone Number Verification

You must verify your phone number via OTP (one-time password) to access the App. Your phone number serves as your unique identifier.

3.4 Multiple Accounts Prohibited

You may only maintain one account. Creating multiple accounts will result in immediate permanent ban of all associated accounts.

3.5 Account Age Requirement

You must be at least 16 years old to create an account and use our services.

4. Therapist-Specific Terms

4.1 Independent Contractor Relationship

Therapists are independent contractors, not employees of Zanora Collective. You:

• Control your own schedule and availability
• Provide your own equipment and supplies
• Are responsible for your own taxes and business expenses
• Have no employment relationship with Zanora Collective

4.2 Therapist Requirements

To register as a therapist, you must:

• Be a licensed massage therapist in Kenya
• Be at least 18 years old
• Provide valid government-issued ID
• Provide valid massage therapy license number
• Have at least 2 years of professional massage therapy experience
• Upload two professional photos in work attire (scrubs)
• Provide valid bank account details for payouts
• Secure appropriate professional liability insurance at your own expense

4.3 Verification Process

We verify:

• Identity match between your ID and provided information
• License validity with relevant authorities
• Professional background and experience

We reserve the right to:

• Request additional information or documentation at any time to ensure service integrity
• Deny or revoke platform access if verification fails
• Communicate reasons for verification failure when appropriate

Verification documents cannot be removed once submitted and will be retained per our Privacy Policy.

4.4 Insurance Requirement

Therapists must obtain and maintain professional liability insurance adequate to cover potential claims arising from services provided through the platform. Zanora Collective does not provide insurance coverage for therapists.

4.5 Non-Compete Agreement

While actively using the Zanora platform, therapists agree not to provide services through competing massage booking platforms or apps operating in the same service areas.

4.6 Equipment and Supplies

Therapists are solely responsible for providing all necessary equipment, supplies, and materials required to perform massage services. Zanora Collective does not provide any equipment.

5. Booking Process

5.1 How Bookings Work

For Customers:

• Select massage type and duration
• Confirm your location
• Pay via M-Pesa (payment must be confirmed before booking is processed)
• Receive therapist match with contact details

For Therapists:

• Go online when available
• Receive booking requests showing distance and service type
• Accept or decline requests
• Contact customer directly via phone after acceptance
• Navigate to customer location
• Provide service
• Mark session complete

5.2 Matching Process

• Therapists are typically matched with customers within a 5km radius
• Distance and estimated time are shown to both parties
• Therapists may decline bookings beyond their preferred distance
• If a therapist declines due to distance, the customer must cancel the booking
• Lower-rated therapists will be matched less frequently than higher-rated therapists

5.3 Communication

Once a booking is confirmed:

• Both parties receive each other's full name and phone number
• Parties must coordinate directly via phone regarding arrival time and any special arrangements
• All communication regarding service details is between customer and therapist

5.4 Payment Confirmation

All payments are confirmed and processed before a booking is matched with a therapist. This ensures:

• No failed payments during active bookings
• Therapists are guaranteed payment for accepted bookings
• Smooth transaction process

6. Pricing and Payments

6.1 Service Fees

Customers pay the full service price displayed in the App, which includes:

• Massage service fee
• Platform service fee
• All applicable charges

Therapists receive 75% of the booking amount. Zanora Collective retains 25% as a platform commission for:

• Technology infrastructure
• Payment processing
• Customer support
• Marketing and user acquisition

6.2 Payment Method

All payments are processed via Safaricom M-Pesa exclusively. You must have:

• A valid M-Pesa-registered phone number
• Sufficient funds in your M-Pesa account or linked payment method
• Ability to complete M-Pesa transactions

6.3 Payment Authorization

By confirming a booking, you authorize us to charge your M-Pesa account the full amount displayed.

6.4 Therapist Payouts

Payout Schedule:

• Therapists receive payouts every Thursday via bank transfer
• Payouts include all completed sessions from the previous week
• Funds are automatically credited to your therapist wallet upon session completion

Banking Details:

• You must provide accurate bank account information
• If payment fails due to incorrect details, we will hold funds and contact you to update your information
• You are responsible for ensuring your bank details are current and accurate

Minimum Payout: There may be a minimum payout threshold. Check your therapist dashboard for current requirements.

6.5 Payment Disputes

In case of payment discrepancies:

• Contact support@zanora.app with booking details
• We will investigate within 7 business days
• Resolution decisions are final and binding

6.6 No Cash Transactions

Direct cash payments between customers and therapists are strictly prohibited. All transactions must go through the App's payment system.

7. Cancellations and Refunds

7.1 Cancellation Fee

All cancellations incur a non-refundable $1 USD (approximately KES 130) cancellation fee.

This fee:

• Covers payment processor refund transaction costs (approximately $1 per refund)
• Prevents fraudulent bookings and platform misuse
• Applies to all cancellations regardless of timing or reason
• Is deducted from any refund amount

7.2 Customer Cancellations

Before Therapist Acceptance:

• You may cancel with $1 fee deduction
• Remaining amount refunded to M-Pesa within 3-5 business days

After Therapist Acceptance:

• Cancellation possible at any time with $1 fee
• No additional penalty
• Remaining amount refunded within 3-5 business days

Customer No-Show:

• If therapist arrives at location and customer is not present or refuses service
• Therapist receives partial payment (amount determined on case-by-case basis)
• Customer receives partial refund minus $1 cancellation fee and therapist compensation
• Repeated no-shows may result in account suspension

7.3 Therapist Cancellations

Currently, therapists cannot cancel accepted bookings through the App. If extenuating circumstances require cancellation:

• Contact customer immediately via phone
• Contact support@zanora.app explaining circumstances
• Customer will receive full refund minus $1 processing fee
• Repeated cancellations may result in account deactivation

7.4 Therapist No-Show

If a therapist accepts a booking but fails to arrive:

• Customer may cancel the booking
• Customer receives full refund minus $1 cancellation fee
• Therapist receives no payment
• Repeated no-shows result in permanent account suspension

7.5 Refund Processing

• Refunds are processed within 3-5 business days
• Refunds return to the original M-Pesa account used for payment
• $1 cancellation fee applies to all refunds
• Contact support@zanora.app for refund inquiries

7.6 No Free Cancellations

We do not offer free cancellations. The $1 fee always applies due to payment processor charges we incur for processing refunds.

8. Service Quality and Disputes

8.1 Quality Complaints

If you are unsatisfied with service quality:

• Document the issue with details and evidence if possible
• Contact support@zanora.app within 24 hours of service completion
• We will investigate the complaint
• We may offer a partial refund depending on circumstances, evidence, and investigation findings

Partial refund decisions are made at our sole discretion and are final.

8.2 Automatic Payment Release

When a therapist marks a session as complete:

• Payment is automatically credited to the therapist's wallet after the scheduled session duration elapses
• This ensures timely payment for services rendered
• Disputes must be raised before payment is released to wallet

8.3 Ratings and Reviews

Customers may rate and review therapists after each session.

Rating System:

• 1-5 star rating scale
• Written reviews optional
• Ratings visible to all users
• Reviews cannot be edited once submitted
• Reviews cannot be deleted except in cases of policy violations

Impact of Ratings:

• Lower-rated therapists will be matched with customers less frequently
• Ratings serve as quality indicators for customers
• Therapists with consistently low ratings may be subject to account review

False or Fraudulent Reviews:

• Submitting fake reviews results in permanent account ban
• Manipulating ratings through multiple accounts or coordinated efforts is prohibited
• We monitor for suspicious review patterns

Therapist Review Disputes:

• Therapists cannot dispute or request removal of legitimate reviews
• If you believe a review violates our policies (harassment, hate speech, etc.), report it to support@zanora.app
• We will investigate and remove policy-violating reviews

8.4 Dispute Resolution Process

For all disputes:

• Contact support@zanora.app with full details
• We investigate within 7 business days
• Both parties may be asked to provide evidence or statements
• Our decision is final and binding
• Unresolved disputes are subject to arbitration per Section 17

9. Liability and Insurance

9.1 Therapist Liability

Therapists are solely liable for:

• Any injuries sustained by customers during massage sessions, unless circumstances demonstrate otherwise
• Professional negligence or malpractice
• Property damage caused during service delivery
• Any claims arising from services provided

9.2 Property Damage

If a therapist damages customer property:

• Therapist is financially responsible for repairs or replacement
• Customer should document damage with photos
• Report to support@zanora.app within 24 hours
• Therapist must compensate customer directly or through the platform

9.3 Insurance Requirement

Therapists must obtain and maintain appropriate insurance coverage including:

• Professional liability insurance
• General liability insurance
• Any other insurance required by Kenyan law for massage therapy practice

Zanora Collective does not provide any insurance coverage for therapists or customers.

9.4 Platform Liability

Zanora Collective provides a technology platform only. We are not liable for:

• Quality of massage services provided
• Actions or omissions of therapists or customers
• Injuries, damages, or losses arising from services
• Disputes between customers and therapists
• Any issues arising from independent contractor relationships

We make no warranties regarding:

• Service availability or quality
• Therapist qualifications beyond basic verification
• Outcomes of massage services

9.5 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

Zanora Collective shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from:

• Your use or inability to use the App
• Services provided by therapists
• Unauthorized access to your account
• Any conduct or content of third parties on the App

Our total liability shall not exceed the amount you paid through the platform in the 3 months preceding the claim.

9.6 Indemnification

You agree to indemnify and hold harmless Zanora Collective from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use of the App
• Your violation of these Terms
• Your violation of any rights of another party
• Services provided or received through the platform (for therapists)

10. Prohibited Conduct and Account Suspension

10.1 Prohibited Activities

The following activities are strictly prohibited and will result in immediate account suspension or permanent ban:

Contact Exchange:

• Customers and therapists may not exchange contact information for the purpose of booking services outside the App
• This is a critical security and platform integrity measure
• Violation results in immediate account suspension
• Contact exchange is only permitted for coordination of services booked through the App

Harassment and Abuse:

• Any form of harassment, threats, hate speech, or abusive behavior
• Sexual harassment or misconduct
• Discriminatory behavior based on race, gender, religion, disability, or any protected characteristic
• Zero tolerance policy - immediate permanent ban

Fraud and Misrepresentation:

• Identity fraud or using someone else's credentials - results in permanent ban and legal action
• Creating multiple accounts - all accounts permanently banned
• Providing false information during registration
• Falsifying professional credentials (therapists)
• Payment fraud or chargebacks without legitimate reason

Review Manipulation:

• Submitting fake or fraudulent reviews - permanent account ban
• Incentivizing positive reviews through payment or gifts
• Coordinating review campaigns
• Using multiple accounts to manipulate ratings

Inappropriate Solicitation:

• Therapists soliciting tips beyond the in-app tipping feature
• If therapists pressure you for tips, report immediately to support@zanora.app
• Appropriate action will be taken against violating therapists
• Customers soliciting services outside the platform's scope

Substance Abuse:

• Being under the influence of drugs or alcohol during service delivery
• Impaired judgment that affects service quality or safety
• Immediate account suspension and investigation

Inappropriate Service Requests:

• Requesting services outside the defined massage types (Swedish, Deep Tissue, Sports)
• Requesting any sexual services or inappropriate conduct
• Violation results in permanent ban and potential legal action

Platform Integrity:

• Attempting to circumvent payment systems
• Hacking, reverse engineering, or exploiting the App
• Interfering with other users' access to the App
• Scraping data or using automated systems

10.2 Cancellation Patterns

We do not suspend accounts based solely on cancellation frequency because:

• The $1 cancellation fee economically disincentivizes excessive cancellations
• Users bear the financial cost of their cancellation decisions
• Market forces naturally regulate behavior

However, patterns suggesting fraud or abuse may trigger investigation.

10.3 Sexual Conduct Policy

Zero tolerance for inappropriate sexual conduct.

• All interactions must be professional and appropriate
• Any sexual advances, requests, or conduct during sessions result in immediate permanent ban
• Victims should report incidents immediately to support@zanora.app
• We will cooperate fully with law enforcement on any criminal matters

10.4 Suspension and Ban Process

Immediate Suspension:

• Harassment, hate speech, or threats
• Sexual misconduct
• Identity fraud
• Fake reviews
• Safety violations

Permanent Ban:

• Repeated violations after warnings
• Severe violations (sexual misconduct, violence, fraud)
• Identity theft or credential fraud
• Service requests outside scope (with potential legal action)

Account Review:

• Consistently low ratings (therapists)
• Multiple customer complaints
• Suspicious activity patterns

10.5 Appeals Process

If your account is suspended or banned:

• Email support@zanora.app with "Account Appeal" in the subject line
• Include your registered phone number and account details
• Explain your case with any supporting evidence
• We will review within 7 business days
• Our decision is final

Note: Bans for harassment, fraud, sexual misconduct, or identity theft are permanent and non-appealable.

11. Safety and Conduct Standards

11.1 Professional Conduct

All users must:

• Treat each other with respect and professionalism
• Communicate clearly and honestly
• Arrive on time for scheduled appointments
• Maintain appropriate boundaries

11.2 Safety Measures

Location Tracking:

• Therapist location is tracked in real-time during active sessions only
• This ensures customer safety and service verification
• Tracking stops automatically when session is marked complete

Emergency Situations:

• In case of medical emergency during a session, call emergency services (999 or 911) immediately
• Report incident to support@zanora.app within 24 hours
• Currently, emergency contact sharing features are not available in the App

Session Recording:

• Recording features are not currently available in the App
• External recording of sessions without consent is prohibited and may violate Kenyan privacy laws

11.3 Drug and Alcohol Policy

• Therapists must not be under the influence of drugs or alcohol while providing services
• Impairment affecting service quality or judgment is prohibited
• Customers who appear intoxicated may be denied service at therapist's discretion
• Violation may result in immediate account suspension

11.4 Reporting Concerns

Report safety concerns, violations, or inappropriate behavior immediately:

• Email: support@zanora.app
• Include booking ID, date, time, and detailed description
• Attach evidence if available (screenshots, photos)
• We investigate all reports promptly and confidentially

12. Service Areas and Availability

12.1 Current Service Area

Zanora currently operates in Nairobi, Kenya including neighborhoods such as:

• Westlands
• Karen
• Kilimani
• Lavington
• Other Nairobi areas (check App for availability)

12.2 Expansion Plans

We plan to expand to other cities and towns across Kenya. Service areas may change without notice. Check the App for current coverage.

12.3 Matching Radius

• Therapists are typically matched with customers within a 5km radius
• Longer distances may be shown based on availability
• Both parties see the distance before confirming
• Therapists may decline bookings beyond their preferred range
• If a therapist declines due to distance, the customer must cancel the booking

13. Intellectual Property

13.1 Platform Ownership

The Zanora App, including all content, features, functionality, designs, logos, and trademarks, is owned by Zanora Collective and protected by Kenyan and international intellectual property laws.

13.2 User-Uploaded Content

By uploading photos, reviews, or other content to the App, you:

• Grant Zanora Collective a perpetual, irrevocable, worldwide, royalty-free license to use, reproduce, modify, publish, and distribute your content
• Confirm you own all rights to the content or have necessary permissions
• Agree that we may use your photos and content for marketing, advertising, and promotional purposes
• Waive any moral rights or attribution rights

Therapist Photos:

• Professional photos uploaded during registration become property of Zanora Collective
• We may use these photos in marketing materials, website, social media, and advertisements
• Photos may be used even after you deactivate your account

Customer Reviews:

• By submitting reviews, you grant us rights to display them publicly
• Reviews may be featured in marketing materials
• We may use anonymized review content for promotional purposes

13.3 Prohibited Use

You may not:

• Copy, modify, or distribute App content without permission
• Use our trademarks or branding without written authorization
• Reverse engineer or attempt to extract source code
• Create derivative works based on the App

14. Technical Issues and App Performance

14.1 Service Availability

We strive to maintain App availability 24/7, but we do not guarantee uninterrupted access.

We are not liable for:

• App downtime or unavailability
• Server crashes or technical failures
• Network connectivity issues
• Scheduled maintenance periods
• Force majeure events (power outages, natural disasters, etc.)

14.2 App Updates

• We may update the App at any time to improve functionality, fix bugs, or add features
• Some updates may be mandatory to continue using the App
• You are responsible for maintaining compatible devices and operating systems

14.3 GPS and Location Services

If GPS fails or provides inaccurate location:

• Customers can manually enter their address
• Ensure location permissions are enabled in device settings
• Inaccurate locations may affect service delivery
• We are not liable for issues arising from GPS inaccuracies

14.4 Payment Processing Issues

• We use M-Pesa's infrastructure for payments
• We are not liable for M-Pesa service interruptions
• Payment confirmations must be received before bookings are processed
• Contact support@zanora.app for payment-related technical issues

14.5 Data Loss

We are not responsible for loss of data, content, or information due to:

• Technical failures
• Account deletion
• App errors or bugs
• Device issues

Back up important information independently.

15. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

By using the App, you consent to our Privacy Policy and agree to our data practices as described therein.

Key points:

• We collect personal information necessary for service delivery
• Therapist location is tracked during active sessions only
• We share contact information between parties after booking confirmation
• Booking history is retained indefinitely
• Account deletion requests must be emailed to support@zanora.app
• Data is subject to Kenya Data Protection Act, 2019

Read our full Privacy Policy at /privacy.

16. Modifications to Terms

16.1 Right to Modify

We reserve the right to modify these Terms at any time. Changes may be necessary due to:

• Legal or regulatory requirements
• Business operational changes
• Platform feature updates
• Improved user protection measures

16.2 Notice of Changes

We will provide 30 days' notice of material changes by:

• In-app notification
• Email to registered email address (if provided)
• SMS notification
• Posting updated Terms with "Last Updated" date

16.3 Acceptance of Changes

Continued use of the App after the 30-day notice period constitutes acceptance of modified Terms.

If you do not agree to modified Terms:

• Stop using the App immediately
• Contact support@zanora.app to delete your account
• Cancellation fees apply to any cancelled bookings

17. Governing Law and Dispute Resolution

17.1 Governing Law

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

17.2 Jurisdiction

Kenyan courts have exclusive jurisdiction over any disputes arising from these Terms or your use of the App.

17.3 Dispute Resolution Process

Step 1: Direct Communication

• Attempt to resolve disputes directly through support@zanora.app
• We will investigate and respond within 7 business days

Step 2: Mediation (Optional)

• Parties may agree to mediation before litigation
• Mediation costs shared equally

Step 3: Litigation

• If unresolved, disputes will be settled in courts of competent jurisdiction in Kenya
• Both parties submit to personal jurisdiction of Kenyan courts

17.4 Legal Fees

In the event of litigation:

• Each party bears their own legal costs unless court orders otherwise
• Prevailing party may be awarded legal fees at court's discretion

18. Miscellaneous Provisions

18.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Zanora Collective regarding use of the App.

18.2 Severability

If any provision of these Terms is found invalid or unenforceable:

• That provision will be modified to reflect parties' intention
• Other provisions remain in full force and effect

18.3 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

18.4 Assignment

• You may not assign or transfer these Terms or your account without our written consent.
• We may assign these Terms to any successor or affiliate without notice.

18.5 Force Majeure

We are not liable for delays or failures in performance resulting from causes beyond our reasonable control, including:

• Natural disasters
• War, terrorism, civil unrest
• Government actions or regulations
• Labor strikes
• Internet or telecommunications failures
• Pandemics or public health emergencies

18.6 Relationship of Parties

Nothing in these Terms creates a partnership, joint venture, or employment relationship between:

• Zanora Collective and users
• Customers and therapists
• Therapists and Zanora Collective

Therapists are independent contractors solely responsible for their services and tax obligations.

18.7 Third-Party Rights

These Terms do not confer any third-party beneficiary rights.

18.8 Survival

Provisions that by their nature should survive termination will survive, including:

• Payment obligations
• Liability limitations
• Indemnification
• Intellectual property rights
• Dispute resolution

19. Contact Information

For questions, concerns, or notices regarding these Terms:

• Zanora Collective
• Astrol Offices, Thika Road
• Nairobi, Kenya
• Email: support@zanora.app
• Business Registration: BN-RRS3LKOW

Response Time: We aim to respond to all inquiries within 3-5 business days.

20. Acknowledgment and Acceptance

By creating an account and using Zanora, you acknowledge that:

• You have read and understood these Terms in their entirety
• You agree to be bound by these Terms and our Privacy Policy
• You are at least 16 years old (or 18 for therapists)
• All information provided is accurate and truthful
• You understand the $1 cancellation fee policy and refund limitations
• You understand therapists are independent contractors
• You accept the liability limitations and dispute resolution provisions
• You consent to our use of your content for marketing purposes
• You will comply with all prohibited conduct rules
• You understand account violations may result in permanent ban

For Therapists Specifically:

• You acknowledge you are an independent contractor, not an employee
• You accept full liability for services provided and any resulting claims
• You will obtain and maintain necessary insurance coverage
• You understand the 75/25 revenue split and payment schedule
• You will not work for competing platforms while using Zanora
• You accept sole responsibility for taxes and business expenses

Effective Date: These Terms are effective as of November 4, 2025.

By continuing to use Zanora, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.