Terms and Conditions

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These Terms of Service (“Terms”) are a binding legal agreement between you and VEVA SPACE KE that govern your right to use the websites, applications, and other offerings from VEVA SPACE(collectively, the “VEVASPACE Platform”). When used in these Terms, “VEVA SPACE ” “we,” “us,” or “our” refers to the VEVA SPACE KE entity set out with whom you are contracting.

A1. Definitions

Some of the words you’ll see have very specific meanings, so check out the “vevaspace.com dictionary” at the end of these Terms.

A2. About these terms

When you complete your Booking, you accept these Terms and any other ones that you’re provided with during the booking process.

If anything in these Terms is (or becomes) invalid or unenforceable:

it will still be enforced to the fullest extent permitted by law

you will still be bound by everything else in the Terms.

These Terms are laid out like this:

Section A: General terms for all types of Travel Experiences.

Sections B to F: Specific terms for just one type of Travel Experience:

Section B: Accommodations

If there’s any discrepancy between general and specific terms, the specific terms will apply.

The English version of these Terms is the original. If there’s any dispute about the Terms or any discrepancy between the Terms in English and another language, the Terms as they appear in English will apply.


When you book an accommodation and or short stays, vevaspace.com provides and is responsible for the Platform, but not the Travel Experience itself (see A4.4 below).

We work with companies that provide local support services (e.g. Customer Support or account management). 

They don’t:

  • control or manage our Platform
  • have their own Platform
  • have any legal or contractual relationship with you
  • provide Travel Experiences
  • represent us, enter into contracts, or accept legal documents in our name
  • operate as our “process or service agents.”

A4. Our Platform

We take reasonable care in providing our Platform, but we can’t guarantee that everything on it is accurate (we get information from the Service Providers). To the extent permitted by law, we can’t be held responsible for any errors, any interruptions, or any missing bits of information, though we will do everything we can to correct/fix them as soon as we can.

Client Verification: This should be done through uploading of necessary documents to verify the host. ID, Passport copies.

Cancellation policies added on listing submissions by hosts.

The host will receive payment after 24hrs check-in with a 24hrs processing window for full settlement

Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, etc.

We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience.

To make a Booking, you may need to create an Account. Make sure all your info (including payment and contact details) is correct and up to date, or you might not be able to access your Travel Experience(s). You’re responsible for anything that happens with your Account, so don’t let anyone else use it and keep your username and password secret.

We’ll show you the offers that are available to you, in (what we think is) the right language for you. You can change to another language whenever you like.

Unless otherwise indicated, you need to be at least 18 to use the Platform.

A5. Our values

You will:

  • abide by Our values
  • comply with all applicable laws
  • cooperate with any anti-fraud/anti-money laundering checks we need to carry out
  • not use the Platform to cause a nuisance or make fake Bookings
  • use the Travel Experience and/or Platform for their intended purpose
  • not cause any nuisance or damage, and not behave inappropriately to the Service Provider’s personnel (or anyone else, for that matter).

A6. Prices

When you make a Booking, you agree to pay the cost of the Travel Experience, including any taxes and charges that may apply.

Some of the prices you see may have been rounded to the nearest whole number. The price you pay will be based on the original, “non-rounded” price (although the actual difference will be tiny anyway).

Obvious errors and misprints are not binding. For example, if you book a premium apartment or a night in a luxury suite that was mistakenly offered for Ksh100, we may simply cancel that Booking and refund anything you’ve paid.

A crossed-out price indicates the price of a like-for-like Booking without the price reduction applied (“like-for-like” means same dates, same policies, same quality of accommodation etc.).

A7. Payment

For some products/services, the Service Provider will require an Upfront Payment and/or a payment taken during your Travel Experience.

If we organize your payment, we (or in some cases our affiliate in the country your payment originates from) will be responsible for managing your payment and ensuring the completion of your transaction with our Service Provider. In this case, your payment constitutes final settlement of the “due and payable” price.

If the Service Provider charges you, this will usually be in person at the start of your Travel Experience, but it could also be (for example) that your credit card is charged when you book, or that you pay when you check out of your Accommodation. This depends on the Upfront Payment policy of the Service Provider as communicated to you in the booking process.

If the Service Provider requires an Upfront Payment, it may be taken or pre-authorized when you make your Booking, and it may be non-refundable. Before you book, check the Service Provider’s Upfront Payments policy (available during the booking process), which we don’t influence and aren’t responsible for.

All charges by the platform are open and shown before checking out and making payment

If you know of or suspect any fraud or unauthorized use of your Payment Method, contact your payment provider, who may cover any resulting charges, possibly for a fee.

We’ll store your Payment Method details for future transactions after collecting your consent.

H3. Host Terms 

H.1  Payment Collection. Veva Space Payments generally collects the Total Price of a booking at the time the Guest’s booking request is accepted by the Host, unless noted otherwise.

H.2 Valid Payout Method. In order to receive a Payout you must have a valid Payout Method linked to your Veva Space account. When you add a Payout Method to your Veva Space account, you will be asked to provide information such as name, government identification, tax ID, billing address, and financial instrument information either to Veva SpacePayments or its third-party payment processor(s). Depending on the Payout Method selected additional information may be required, such as: residential address, name on the account, account type, routing number, account number, email address, payout currency, identification number and account information associated with a particular payment processor. Providing requested information is required for a Payout Method to be valid. The information Veva Space Payments requires for a valid Payout Method may change, and Veva Space Payments may request additional information at any time; failing to provide requested information may result in Veva Space Payments temporarily placing a hold, suspending, or canceling any Payout until the information is provided and, if necessary, validated. You authorize Veva Space Payments to collect and store your Payout Method information. Veva Space Payments may also share your information with governmental authorities as required by applicable law.

H.3 Timing of Payout

H.3.1 Subject to and conditional upon successful receipt of the payments from Guest, Veva Space Payments will generally initiate Payouts to your selected Payout Method: (i) for Accommodations, 24 hours after the Guest’s scheduled check-in time (or 24 hours after 3:00 pm local time – or 3:00 pm UTC if local time is unknown – if the check-in time is flexible or not specified); (ii) for Experiences, 24 hours after the start of the Experience; and (iii) for all other Host Services, at the time specified via the Veva Space Platform. For Accommodation bookings of twenty-eight (28) nights or more, Veva Space Payments will generally initiate the first payout 24 hours after the Guest’s scheduled check-in time, and will initiate future payouts every 30 days after the initial payout, for the duration of the reservation.

H.3.2 Veva Space Payments may offer you a different Payout time or trigger for payment, which may be subject to additional terms and conditions. For example, certain Hosts in some areas will receive Payouts 48 hours after the Guest’s scheduled check-out time or 7 days after the Guest’s scheduled check-in time, whichever is earlier. Such Payout timeline may be updated once the Host meets certain eligibility criteria. The time it takes to receive Payouts once released by Veva Space Payments may depend upon the Payout Method you select.

H.4 Payout. Your Payout for a booking will be the Total Price less applicable fees like Veva Space service fees and applicable taxes. In the event of cancellation of a confirmed booking, Veva Space Payments will remit the amount you are due (if any) as provided in the Terms and applicable cancellation policy.

H.5 Payout Restrictions. Veva Space Payments may temporarily place a hold, suspend, or cancel any Payout for purposes of preventing unlawful activity or fraud, risk assessment, security, or completing an investigation; or if we are unable to verify your identity, or to obtain or verify requested information. Furthermore, Veva Space Payments may temporarily place a hold on, suspend, or delay initiating or processing any Payout due to you under the Terms as a result of high volume Booking cancellations or modifications arising from a Force Majeure Event (as defined below).

H.6 Currency Conversion. Veva Space Payments will remit your Payouts in the currency you select via the Veva SpacePlatform. The currencies available may be limited for regulatory or operational reasons based on factors such as your selected Payout Method, your country of residence, and/or your Veva Space contracting entity(ies). Any such limitations will be communicated via the Veva Space Platform, and you will be prompted to select a different currency or Payout Method. Note that payment service providers may impose transaction, currency conversion or other fees based on the currency or Payout Method you select, and Veva Space Payments is not responsible for any such fees and disclaims all liability in this regard.

H.7 Limits on Payouts. For compliance or operational reasons, Veva Space Payments may limit the amount of a Payout. If you are due an amount above that limit, Veva SpacePayments may make a series of Payouts (potentially over multiple days) in order to provide your full Payout amount.

H.8 Payment Service Providers. Payout Methods may involve the use of third-party payment service providers. These payment service providers may charge you additional fees when processing Payouts in connection with the Payment Services (including deducting charges from the Payout amount), and Veva Space Payments is not responsible for any such fees and disclaims all liability in this regard. Your Payout Method may also be subject to additional terms of use. Please review them before using your Payout Method.

H.9 Handling of Funds. Veva Space Payments may combine amounts that it collects from Guests and invest them as permitted under applicable laws. Veva Space Payments will retain any interest it earns on those investments.

H.10 Your Payout Method, Your Responsibility. Veva Space Payments is not responsible for any loss suffered by you as a result of incorrect Payout Method information provided by you.

A8. Policies

When you make a Booking, you accept the applicable policies as displayed in the booking process. You’ll find each Service Provider’s cancellation policy and any other policies (e.g. age requirements, security/damage deposits, additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform, on the Service Provider information pages, during the booking process, in the fine print, and/or in the confirmation email or ticket (if applicable).

If you cancel a Booking or don’t show up, any cancellation/no-show fee or refund will depend on the Service Provider’s cancellation/no-show policy.

Some Bookings can’t be canceled for free, while others can only be canceled for free before a deadline.

If you book a stay by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the Booking without notice if they can’t collect the balance on the date specified. If they do, any non-refundable payment you’ve made will only be refunded at their discretion. It’s your responsibility to make sure the payment goes through on time, that your bank, debit card, or credit card details are correct, and that there’s enough money available in your account.

If you think you won’t arrive on time, contact your Service Provider and tell them when they can expect you so they don’t cancel your Booking. If you’re late, we are not liable for the consequences (e.g. the cancellation of your Booking or any fees the Service Provider may charge).

As the person making the Booking, you are responsible for the actions and behavior (in relation to the Travel Experience) of everyone in the group. You’re also responsible for obtaining their permission before providing us with their personal data.

A9. Privacy and cookies

If you book an accommodation, flight, or attraction, read our Privacy and Cookie Notice for more info on privacy, cookies, and how we might contact you and process personal data

A10. Accessibility requests

If you have any accessibility requests:

about our Platform and/or services, contact our Customer Service team

about your Travel Experience (wheelchair access, walk-in baths, etc.), contact your Service Provider or the airport, train station, etc.

A11. Intellectual property rights

Unless otherwise stated, all rights in our Platform (technology, content, trademarks, look and feel, etc.) are owned by vevaspace.com (or its licensors), and by using our Platform, you agree to do so for its intended purpose only and to respect the conditions set out.

You’re not allowed to monitor, copy, scrape/crawl, download, reproduce, or otherwise use anything on our Platform for any commercial purpose without written permission of vevaspace.com or its licensors.

We keep a close eye on every visit to our Platform, and we’ll block anyone (and any automated system) we suspect of:

conducting an unreasonable amount of searches

using any device or software to gather prices or other information

doing anything that places undue stress on our Platform.

By uploading any picture to our Platform (e.g. for a review), you’re confirming that it complies with our criteria and that:

it’s truthful (e.g. you haven’t altered the picture or uploaded one of a different property)

it doesn’t contain any viruses

you’re allowed to share it with us

we’re allowed to use it on our platform and in relation to further commercial purposes (including in a promotional context), everywhere, forever. (If you let us know we can no longer use it, we’ll consider any such reasonable request)

it doesn’t infringe the privacy rights of other people

you accept full responsibility for any legal claims against Booking.com related to it.

Just to be clear, we’re not responsible or liable for any picture uploaded to our Platform, and we’re allowed to remove any picture at our discretion (e.g. if a picture does not meet the above criteria).

A12. What if something goes wrong?

If you have a question or complaint, contact our Customer Support team. You can do so by accessing your Booking through our app or through our Help Center (where you’ll also find some useful FAQs). You can help us help you as quickly as possible by providing:

your Booking confirmation number, your contact details, your PIN (if you have one), and the email address you used when booking

a summary of the issue, including how you’d like us to help you

any supporting documents (e.g. bank statement, pictures, receipts, etc.)

All questions and complaints are recorded, and the most urgent ones are treated as highest priority.

A13. Communication with the Service Provider

We may help you communicate with your Service Provider, but we can’t guarantee that they’ll read anything from you or that they’ll do what you ask. In itself, the fact that you contact them or that they contact you doesn’t mean you have any grounds for legal action.

A14. Measures against unacceptable behavior

We have the right to stop you from making any Bookings, to cancel any Bookings you’ve made, and/or to stop you from using our Platform, our Customer Service, and/or your Account. Of course, we’ll only do this if in our opinion there’s a good reason to, such as:

  • fraud or abuse
  • non-compliance with Our values or with applicable laws or regulations
  • inappropriate or unlawful behavior (e.g. violence, threats, invasion of privacy) in relation to us, any of the companies we work with – or anyone else, for that matter.
  • If we cancel a Booking as a result, you won’t be entitled to a refund. We may tell you why we canceled your Booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we incorrectly canceled your Booking, contact our Customer Service team.

A15. Limitation of liability

To the extent permitted by mandatory consumer law, we’ll only be liable for costs you incur as a direct result of a failure on our behalf. This means, to the extent permitted by law, we won’t be liable for any:

  • indirect loss or indirect damage
  • inaccurate information about a Service Provider
  • product, service, or action of a Service Provider or other business partner
  • mistake in an email address, phone number, or credit card number (unless it’s our fault)
  • force majeure or event beyond our control.
  • If you breach these Terms and/or the Service Provider’s terms, to the extent permitted by law:
  • we won’t be liable for any costs you incur as a result, and
  • you won’t be entitled to any refund.

To the extent permitted by law, the most that we or any Service Provider will be liable for (whether for one or a series of connected events) is the cost of your Booking, as set out in your confirmation email.

Nothing in these terms will limit our (or the Service Provider’s) liability in respect of our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation.

We don’t make any promises about Service Providers’ products and services apart from what we expressly state in these Terms. Making the right choice(s) is entirely your responsibility.

Just to be clear, nothing in these Terms will entitle any third party other than the Service Provider to anything.

You may be protected by mandatory consumer protection laws and regulations, which guarantee you rights that no company’s terms can overrule. In that case, our liability is determined not just by these Terms, but also by any applicable consumer protection laws and regulations.


B1. Scope of this section

This section contains the specific terms for Accommodations products and services.

B2. Contractual relationship

When you make a Booking, it’s directly with the Service Provider. We’re not a “contractual party” to your Booking.

VEVASPACE KE owns and operates the Platform.

Our Platform only shows Accommodations that have a commercial relationship with us, and it doesn’t necessarily show all their products or services.

Information about Service Providers (e.g. facilities, house rules, sustainability measures) and their Travel Experiences (e.g. prices, availability, and cancellation policies) is based on what they provide to us. They’re responsible for making sure it’s accurate and up to date.

B3. What we will do

We provide the Platform on which Service Providers can promote and sell their Accommodations, and you can search for, compare, and book them.

Once you’ve booked your Accommodation, we will provide you and the Service Provider with details of your Booking, including the names of the guest(s).

Depending on the terms of your Booking, we may be able to help you change or cancel it if you want.

B4. What you need to do

Fill in all your contact details correctly, so we and/or the Service Provider can provide you with info about your Booking and, if necessary, contact you.

Read these Terms and the terms displayed during the booking process carefully.

Take care of the Accommodation and its furniture, fixtures, electronics, and other contents, and leave things in the same state they were in when you got there. If anything is broken, damaged, or lost, make sure you report it to the staff there as soon as you can, before you check out.

Maintain the security of the Accommodation and its contents during your stay. So, for example, don’t leave doors or windows unlocked.

B5. Price and payment

See “Prices” (A6) and “Payment” (A7) above.

B6. Amendments, cancellations, and refunds

See “Policies” (A8) above.

B7. What else do you need to know?

 Damage policy

When you’re booking, you may see that some Service Providers refer to a “damage policy.” This means that if anyone in your group loses or damages anything:

you should inform the Service Provider

instead of charging you for it directly, the Service Provider will have 14 days to submit a damage payment request through our Platform, under your reservation number

if they do, we’ll tell you, then you can tell us if you have any comments and whether you agree with the charge – then:

if you agree, we’ll charge you on their behalf

if you disagree, we’ll look into it and decide whether or not to discuss it further*.

There’s a limit (displayed while you’re booking) to how much the Service Provider can charge you under the damage policy through our Platform.

Any payment you make would be between the Service Provider and you. We’d just be organizing it on the Service Provider’s behalf.

The damage policy doesn’t relate to general cleaning, ordinary wear and tear, any crimes (such as theft), or any non-physical “damages” (e.g. fines for smoking or bringing pets).

The Service Provider might require a “damage deposit” before or at check-in. If they do, we’ll tell you about it while you’re booking – but it has nothing to do with the “damage policy.” We won’t be involved in any financial settlement related to damage deposits.

* If there’s any damage, the Service Provider can always decide to initiate a (legal) claim against you outside of the damage policy, in which case the limit (see 5 above) wouldn’t apply.

VEVA SPACE dictionary

“Account” means an account (with vevaspace.com), through which you can book stays on our Platform.

“Accommodation” means the provision of an accommodation service by a Service Provider (throughout Section B, “Service Provider” means the provider of the accommodation service).

“Attraction” means the provision of an Attraction service by a Service Provider (throughout Section C, “Service Provider” means the provider of the Attraction service).

“Attraction service(s)” includes, but is not limited to, tours, museums, attractions, activities, and experiences.

“Booking” means the booking of a Travel Experience on our Platform, whether you pay for it now or later.

“vevaspace.com “us,” “we,” or “our” means VEVASPACE KE

“Pay In Your Own Currency” means the payment option that we sometimes offer when a Service Provider doesn’t use your currency. This option lets you pay in your currency instead.

“Payment Method” means the method (e.g. Mobile Money, credit card, debit card, bank account, PayPal etc.) used to make a payment or transfer money.

 “Platform” means the website/app on which you can book Travel Experiences, whether owned or managed by vevaspace.com or by a third-party affiliate.

“Service Provider” means the provider of a travel-related product or service on the Platform, including but not limited to the owner of a hotel or other property (for an “accommodation” Booking).

“Terms” means these terms of service.

“Third-Party Aggregator” means a company that acts as either (a) an intermediary between you and the Service Provider or (b) a reseller of the Travel Experience.

 “Travel Experience” means one of the travel-related products or services on the Platform.

“Upfront Payment” means a payment that you make when you book a product or service, rather than when you actually use it.

“Wallet” means a dashboard in your Account that shows your Rewards, Credits, and other incentives.

We’ll update these terms of service on a regular basis at any given time.



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