Service Provider Terms

1. Scope & Provider Types

These terms apply to all individuals and businesses offering services on SOKONI, including but not limited to:

2. Eligibility & Verification

To offer services on SOKONI, you must:

• Be at least 18 years old (or 16 with parental consent for certain youth services)
• Provide a valid Kenya national ID or passport
• Provide a valid phone number and M-Pesa account
• Submit relevant professional credentials, licences, or certifications as required by your service category
• Undergo SOKONI's identity verification process
• Pass a background screening where required by law or SOKONI policy (e.g., healthcare workers, childcare)

SOKONI reserves the right to reject or revoke provider status based on verification findings.

3. Service Profile Standards

Your provider profile must accurately represent:

• Your actual qualifications, experience, and skills
• Services you are genuinely able to perform
• Your service area and availability
• Accurate pricing (base rates and any variable charges)
• Response time and availability

Profile photos must be genuine and recent. Using misleading photos, fake reviews, or credentials you do not hold results in immediate removal.

4. Bookings & Availability

• Keep your availability calendar up to date to prevent double-bookings
• Respond to booking requests within 2 hours during your stated working hours
• Confirm or decline bookings — do not leave them pending indefinitely
• Arrive on time (within 15 minutes of the agreed appointment time)
• Notify the customer at least 2 hours in advance if you must reschedule
• Complete the work within the agreed timeframe or communicate clearly if more time is needed

5. Professional Conduct

SOKONI providers are expected to maintain the highest professional standards:

• Treat all customers with respect regardless of background
• Arrive properly equipped and prepared for the agreed service
• Do not solicit customers to pay outside of SOKONI for SOKONI-referred work
• Do not request or accept personal contact information (WhatsApp, phone) to bypass the SOKONI platform for bookings you received through SOKONI
• Maintain confidentiality of customer information
• Report any safety concerns or incidents to SOKONI immediately
• Do not engage in any form of harassment, discrimination, or inappropriate behaviour

6. Pricing & Commissions

Providers set their own service prices within SOKONI's guidelines. SOKONI charges a platform commission on completed bookings:

• Home Services: 10% of booking value
• Professional Services: 12% of booking value
• Healthcare: 8% of booking value
• Events & Creative: 12% of booking value
• Automotive: 10% of booking value
• Other categories: 10%

Commission is deducted before payout. You receive the full booking price paid by the customer minus the SOKONI commission.

You may not charge the customer separately for the commission amount — prices shown to customers must be all-inclusive.

7. Payouts

• Payouts are released 24 hours after the customer confirms service completion, or 72 hours after the scheduled completion time if no dispute is raised
• Payouts go to your registered M-Pesa or bank account
• Minimum payout: KES 100
• Track all earnings in Provider → Revenue

8. Cancellations

Provider-Initiated Cancellations

• Cancelled > 24 hours before: Customer receives full refund; no penalty to provider
• Cancelled < 24 hours before: Warning issued; customer receives full refund
• No-show: Customer receives full refund; provider receives a strike (3 strikes = suspension)

Customer-Initiated Cancellations

• Customer cancels > 24 hours before: Full refund; provider retains nothing
• Customer cancels < 24 hours: Provider may retain a cancellation fee (up to 25%) if stated in the service listing
• Customer cancels < 2 hours: Provider may retain up to 50% as stated in the listing

9. Disputes & Complaints

If a customer raises a dispute about your service quality:

• You will be notified and given 48 hours to provide your response
• SOKONI's dispute team reviews evidence from both parties
• Possible outcomes: full payment, partial payment, full refund to customer, or re-service
• SOKONI's decision is final at the platform level

Repeated complaints or low ratings (below 3.5 stars) will trigger a performance review.

10. Licences & Compliance

You are solely responsible for obtaining and maintaining all licences, permits, and certifications required for your service category under Kenyan law, including:

• Healthcare professionals: registration with the relevant professional body (e.g., Kenya Medical Practitioners and Dentists Council)
• Legal professionals: Law Society of Kenya (LSK) membership
• Food handlers: county health department certification
• Electrical contractors: Energy & Petroleum Regulatory Authority (EPRA) certification
• Any other category-specific regulatory requirements

SOKONI may suspend your profile immediately if you cannot provide valid documentation upon request.

11. Insurance

SOKONI strongly recommends that all service providers hold appropriate professional indemnity and public liability insurance. For categories involving entry to a customer's home or property, proof of insurance may be required.

SOKONI does not provide insurance coverage for providers and accepts no liability for loss, damage, or injury arising from the provision of services by providers on the platform.

12. Suspension & Termination

SOKONI may suspend or terminate a provider account for:

• Misrepresentation of credentials or qualifications
• Off-platform solicitation of SOKONI customers
• Three or more no-shows in a 90-day period
• Sustained low ratings without improvement
• Harassment, discrimination, or misconduct towards customers
• Fraudulent payment claims
• Any conduct in violation of Kenyan law

Providers may appeal suspensions within 14 days by emailing providers@mysokoni.co.ke.

13. Contact

See also: Terms of Service  |  Privacy Policy  |  Refund Policy