1. Acceptance of Terms
By accessing or using Kaznova, you agree to these Terms of Service. If you do not agree, do not use the platform. These terms apply to all users — customers and service providers.
2. Booking Rules
- Customers must provide accurate booking details including date, time, and service location.
- Bookings are confirmed only after provider acceptance and payment processing.
- Customers must be present or arrange access at the agreed time.
- Providers must arrive within 30 minutes of the agreed booking time or notify the customer in advance.
- Both parties must communicate through the Kaznova platform for dispute resolution purposes.
3. Escrow Policy
Kaznova uses an escrow system to protect both customers and providers:
- Payment is collected from the customer at booking confirmation and held in escrow.
- Funds are released to the provider within 24 hours of service completion confirmation.
- If a dispute is raised, funds remain in escrow until resolution (up to 14 days).
- Kaznova charges a platform subscription fee from providers — no commission is deducted from individual bookings.
4. Cancellation & Refund Policy
- Customer cancellation 24+ hours before: Full refund within 3-5 business days.
- Customer cancellation within 24 hours: 50% refund; 50% cancellation fee to provider.
- Provider cancellation: Full refund to customer; provider account flagged.
- No-show by provider: Full refund plus TZS 5,000 compensation credit.
5. Dispute Resolution
Disputes must be raised within 48 hours of service completion. Kaznova's support team will review evidence from both parties and issue a decision within 7 business days. Kaznova's decision is final for disputes under TZS 500,000. Larger disputes may be escalated to Tanzanian Consumer Protection mechanisms.
6. Provider Conduct
- Providers must maintain accurate, up-to-date profiles and service listings.
- Providers must hold valid certifications/licenses required for their service category.
- Providers must not solicit customers to transact outside the Kaznova platform.
- Providers must treat all customers with respect and professionalism.
- Violations may result in account suspension or permanent ban.
7. Provider Subscriptions
Providers access the platform through subscription plans (Basic, Professional, Business). Subscriptions are billed monthly or annually. Kaznova does not take commission on individual bookings. Subscription fees are non-refundable after the 30-day trial period.
8. Governing Law
These terms are governed by the laws of the United Republic of Tanzania. Any disputes shall be resolved in Tanzanian courts.