Legal & Trust · Prime Protected

Terms ofService

Clear standards that keep Prime Staycations transparent, secure, and dependable for every guest and host on the platform.

Secure platform systems

M-Pesa & card · on-platform payments only

Verified marketplace

Identity-verified guests and hosts

Protected booking workflows

Documented records · clear pricing

Last updated

May 30, 2026 · Version 1.0

Before you continue

What these Terms mean, plainly.

Guests book stays through Prime Staycations. Hosts list and manage their own properties — we facilitate the connection, not the accommodation itself.
All payments must be made through the platform. Off-platform payment requests are a sign of fraud — report them immediately.
Prime Staycations applies a markup on top of the host base rate. Hosts receive their agreed base amount per night. Guests see the final total at checkout.
Identity verification may be required before booking, hosting, or receiving payouts. This protects everyone on the platform.
These Terms protect both sides. By using Prime Staycations, you agree to the standards below.

This summary is for clarity only. The full sections below are the binding Terms. Please read them.

Section 01

Eligibility & Accounts

To use Prime Staycations, you must meet the following requirements. Creating an account constitutes acceptance of these Terms.

Requirements

You must be at least 18 years of age
You must have the legal capacity to enter binding agreements
You must provide accurate information when creating your account
You are responsible for all activity under your account
Prime Staycations may decline, suspend, or terminate accounts where we detect abuse, fraud, or policy violations

You must safeguard your login credentials and report suspected unauthorised access through the Support page immediately. Prime Staycations is not liable for loss resulting from unauthorised use where credentials were compromised through your own action or inaction, except where required by law.

Section 02

Identity Verification

Verification is the foundation of a trusted marketplace. It reduces fraud, protects property, and ensures accountability on both sides.

Trust signal

Verification is not surveillance. It is the standard that allows strangers to trust each other enough to share a property. Verified listings and verified guests are core to how the platform operates.

Verification rules

Guests may be required to complete identity verification before their first booking or certain high-risk actions
Hosts may be required to verify identity before listing, publishing, or receiving payouts
Verification may be performed through trusted third-party providers
Providing false identification is a material breach of these Terms
Prime Staycations may request additional verification at any time where risk requires it

Section 03

Bookings & Confirmation

A booking is a reservation for listed dates and guest count, facilitated by Prime Staycations. Confirmation occurs only after successful payment validation.

1
Guest initiates booking
The guest selects dates, reviews pricing, and proceeds to payment. Availability is not guaranteed until payment is validated and the booking is confirmed.
2
Payment validated
Prime Staycations validates payment through integrated providers (including webhook or callback confirmation for M-Pesa and card). Pending states may apply until validation completes.
3
Confirmation issued
Guest and host receive confirmation in the platform. Operational details such as check-in instructions may be shared through on-platform messaging.

Key booking rules

Availability is not guaranteed until the booking is confirmed
Bookings are subject to the listing house rules shown before checkout
Prime Staycations may hold or cancel bookings where fraud or safety risks are identified
Guests may not sublet or transfer a confirmed booking without host and platform approval
Date or guest-count changes must be agreed through the platform where supported

Section 04

Payments

Prime Staycations processes payments through authorised payment rails. Payments must remain on-platform to maintain booking protection.

Payments stay on Prime

Any request to pay outside the platform — cash, direct M-Pesa, bank transfer, or other off-platform means — violates these Terms and is likely fraudulent. Report such requests immediately.

Accepted methods

—M-Pesa (where enabled for your booking)
—Card payments via our payment partner
—Other methods made available at checkout from time to time

Not accepted off-platform

—Cash to hosts
—Direct M-Pesa or bank transfer outside checkout
—Cryptocurrency or informal payment apps

Card and M-Pesa payments are validated before bookings are confirmed. If payment is deducted but no confirmation appears, contact Support with your transaction reference.

All amounts are displayed and processed in Kenyan Shillings (KES) unless otherwise stated. Prime Staycations is not responsible for foreign exchange fees applied by your bank or card issuer.

Section 05

Pricing Model

Prime Staycations uses a transparent pricing architecture. Hosts set a base rate. The platform applies markup. Guests see the final price at checkout.

Host sets

Base rate

Protected earnings

We add

Markup

Tier & demand rules

Guest pays

Final price

Checkout total

Host base rate

The nightly amount the host agrees to receive for a confirmed booking. This is protected — platform markup adjustments affect what guests pay, not the host agreed base rate unless the host changes it or a lawful refund applies.

Platform markup

A percentage applied on top of the host base rate according to our pricing engine (tier, calendar demand, listing age, and stay length). Markup is platform revenue and is included in the guest-facing total.

Pricing rules

Hosts receive their agreed base rate per confirmed night, subject to refunds under applicable policy
Markup is calculated by the live pricing engine — budget, mid-range, and luxury tiers apply different bands
Calendar demand (weekdays, weekends, holidays) may raise or lower guest-facing markup within tier limits
New listings (under 30 days) and long stays (5+ nights) may receive listing-age or stay-length adjustments in the engine
Prices shown at search and checkout reflect the engine at that moment; the booking record confirms the final total

Section 06

Cancellations & Refunds

Cancellation outcomes depend on each listing policy (Flexible, Moderate, or Strict), timing, and payment status. Review the policy shown before you confirm.

Grace period

—Cancel within 24 hours of booking (before check-in) for a full refund minus a 3% transaction fee

After grace period

—Flexible: up to 85% / 55% / 20% by days before check-in (before fees)
—Moderate: up to 70% / 40% / 10% by days before check-in (before fees)
—Strict: up to 45% / 20% / 0% by days before check-in (before fees)

Refunds are returned to the original payment method where possible. Processing times depend on banks and payment providers. The 3% transaction fee on refunds reflects third-party processing costs where applicable.

If a host cancels a confirmed booking without valid cause, the guest may receive a full or partial refund per platform policy, and the host may face listing or account restrictions.

Section 07

Hosting Obligations

Hosts are responsible for the properties they list. Prime Staycations provides marketplace and operations tools — listing quality and accuracy remain the host responsibility.

Insurance note

Prime Staycations does not provide property insurance. Hosts should obtain appropriate short-term rental coverage. The platform is not liable for property damage, theft, or guest-related losses at the property.

Host responsibilities

Listings must accurately represent the property — photos, description, amenities, capacity, and pricing
Hosts must keep availability and synced calendars accurate to avoid double bookings
Properties must be safe, lawful, and ready at the agreed check-in time
Hosts must respond to booking and guest messages in a reasonable timeframe
Hosts must comply with applicable Kenyan law for short-term rentals, permits, and taxes
Hosts must not request or accept off-platform payments
Material misrepresentation may result in suspension, delisting, or recovery of guest losses

Section 08

Guest Responsibilities

Guests agree to treat every property with care and to respect house rules. A confirmed booking is a commitment to the standards below.

Guest standards

Observe all house rules shown on the listing and booking
Do not exceed the maximum guest count stated in the listing
Return the property in reasonable condition; report damage within 24 hours of checkout
Do not sublet or invite unregistered guests without host approval
Pay only through Prime Staycations for bookings made on the platform
Threatening, abusive, discriminatory, or illegal behaviour may result in removal from the platform

Section 09

Platform Messaging

Booking-related communication should take place through Prime Staycations messaging so there is a documented record for both parties.

Messaging rules

Keep booking-related communication on the platform
Do not share payment details or solicit off-platform bookings in messages
Prime Staycations may review messages for safety, fraud prevention, and dispute resolution where permitted
Abusive, threatening, or discriminatory messages are grounds for enforcement action

Messaging protects everyone

On-platform messages are the primary record of agreements between host and guest. In disputes, communications made through the platform are used in our review process.

Section 10

Safety & Trust Systems

Prime Staycations maintains trust through verification, payment controls, documented records, and human review of reports.

Emergency situations

Prime Staycations is a booking platform — not an emergency service. If anyone is in immediate danger, contact Kenyan emergency services first (999 or 112). Contact Support after ensuring safety.

Trust & safety standards

Users may be subject to identity and trust checks
Listings may be reviewed before or after going live
Reports of fraud, abuse, or safety issues are prioritised for review
Accounts or listings may be suspended based on substantiated safety or trust concerns
Users should report suspected fraud or misrepresentation through the platform

Section 11

AI-Assisted Features

Prime Staycations may offer AI tools for trip inspiration, support, and concierge-style assistance. These features are assistive, not authoritative.

AI feature rules

AI content is guidance only — not legal, financial, or professional advice
Verify important details (check-in, pricing, availability) through booking records or Support
Prime Staycations is not liable for decisions made solely on AI recommendations
AI interactions may be reviewed for safety and product improvement where permitted

AI-generated responses are provided for convenience and may be incomplete or inaccurate. They do not replace host instructions, booking confirmations, legal advice, or emergency services.

Premium concierge features that message hosts on a guest behalf operate within platform permissions and do not create duties beyond reasonable facilitation.

Section 12

Disputes Between Users

When a dispute arises, Prime Staycations acts as a reviewer and facilitator — not as a court, insurer, or compensation fund.

1
Direct resolution first
Guests and hosts should attempt to resolve issues respectfully through on-platform messaging where possible.
2
Platform review
Either party may contact Support with the booking reference, summary, and documentation (photos, messages, timestamps).
3
Facilitated outcome
We may recommend refunds where policy applies, facilitate communication, or take account action for substantiated violations. Outcomes are made in good faith within the platform ecosystem.

Dispute facilitation does not constitute legal arbitration. Parties may pursue remedies under Kenyan law. These Terms are governed by the laws of the Republic of Kenya.

Section 13

Platform Role & Limitations

Understanding what Prime Staycations is — and is not — is essential to using the platform responsibly.

Prime Staycations is

—A marketplace and booking platform
—A payment processing facilitator
—A trust and verification system
—A dispute review facilitator

Prime Staycations is not

—A property owner or landlord
—An insurer or guarantee provider
—An emergency service
—A legal authority or arbitrator

The accommodation agreement exists between guest and host. Prime Staycations is not a party to that stay and does not warrant the condition, safety, or suitability of any listed property except as expressly stated in a specific programme.

Section 14

Limitation of Liability

These terms set out the limits of Prime Staycations liability clearly and transparently.

The platform is provided on an "as is" and "as available" basis to the fullest extent permitted by law. We do not guarantee uninterrupted access, error-free operation, or specific booking or earnings outcomes for hosts.

To the maximum extent permitted by Kenyan law, Prime Staycations is not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits or reputational harm.

Where liability cannot be excluded, our aggregate liability arising from these Terms or the platform shall not exceed the greater of platform fees paid by you in the 12 months before the claim or KES 10,000, except for fraud or wilful misconduct where prohibited by law.

Section 15

Changes to These Terms

We may update these Terms to reflect legal, operational, security, or product changes.

How changes work

Material changes will be published on this page with an updated date
Continued use after the effective date constitutes acceptance where permitted by law
The current version is always available at /terms
Minor clarifications may be published without prior notice

Section 16

Contact & Governing Law

These Terms are governed by the laws of the Republic of Kenya. Disputes are subject to Kenyan courts unless mandatory consumer law provides otherwise.

Questions about these Terms

Contact Prime Staycations through the in-app Support page or the Contact page on our website. Include your registered email and booking reference when asking about a specific stay.

Questions?

Our team can help.

If you have questions about how these Terms apply to your booking, listing, or account — we are here to clarify.

Contact support Contact page