Terms of Service
These terms and conditions govern your use of CosmicTrails's professional cleaning services and website. By using our services or visiting our website, you agree to comply with these terms and acknowledge your understanding of our service policies.
Last updated: July 25, 2025
Service Usage Terms
Acceptable Use Policy
Professional Service Environment: Our cleaning services are designed for residential homes, apartments, and commercial offices in Kenya. You agree to provide a safe, legal working environment for our cleaning professionals.
Permitted Uses
- • Residential home and apartment cleaning
- • Office and commercial space cleaning
- • Regular maintenance and deep cleaning
- • Post-construction cleanup (with advance notice)
- • Special event preparation cleaning
Prohibited Uses
- • Biohazard or contaminated area cleaning
- • Crime scene or medical waste cleanup
- • Illegal substance or drug-related cleaning
- • Hazardous material handling
- • Areas with health and safety violations
User Responsibilities and Obligations
Property Access: You must provide safe and reasonable access to your property for our team. This includes clear pathways, adequate lighting, and notification of any potential hazards or special instructions.
Valuable Items: Secure or remove valuable items, important documents, cash, jewelry, and irreplaceable belongings before our arrival. CosmicTrails is not responsible for loss or damage to unsecured valuable items.
Pet Safety: Inform us of pets in advance and ensure they are safely contained or removed during cleaning. Some cleaning products may be harmful to certain animals, and we prioritize both human and pet safety.
Payment Obligations: Payment is due upon completion of services unless alternative arrangements have been made in advance. Late payments may incur additional fees as specified in your service agreement.
Service Availability and Limitations
Geographic Coverage: Services are currently available in major Kenyan cities including Nairobi, Mombasa, Kisumu, Nakuru, and Eldoret. Service availability may vary based on location and scheduling demands.
Scheduling Limitations: While we strive to accommodate your preferred scheduling, service times are subject to availability. Emergency or same-day bookings may incur additional charges.
Weather Conditions: Services may be postponed due to extreme weather conditions that pose safety risks to our team or affect service quality. We will reschedule at the earliest opportunity.
Service Modifications: We reserve the right to modify our services, pricing, or terms with reasonable advance notice to existing customers and immediate effect for new bookings.
Legal Obligations and User Conduct
User Conduct Requirements
Respectful Interaction: Treat our cleaning professionals with courtesy and respect. Harassment, discrimination, or inappropriate behavior will result in immediate service termination.
Honest Communication: Provide accurate information about your property, cleaning needs, and any special requirements or potential hazards.
Compliance with Laws: Ensure all activities on your property comply with local, regional, and national laws of Kenya.
Prohibited Activities
• Using false information when booking services
• Attempting to hire our staff directly for personal services
• Recording or photographing our team without consent
• Requesting services for illegal or inappropriate activities
• Withholding payment for completed satisfactory services
Content Guidelines
Review Standards: When leaving reviews or feedback, provide honest, constructive comments based on your actual service experience.
Intellectual Property: Respect our brand, logo, and proprietary cleaning methods. Do not reproduce or distribute our materials without permission.
Privacy Respect: Do not share personal information about our cleaning professionals or other customers.
Age Restrictions
Minimum Age: Services may only be booked by individuals aged 18 years or older who can enter into legally binding agreements.
Guardian Consent: For properties where minors are present, a responsible adult must be available during service provision.
Legal Capacity: You confirm you have the legal authority to grant access to the property and authorize cleaning services.
Service Limitations and Disclaimers
Disclaimer of Warranties
Service Quality: While we strive to provide excellent cleaning services, we make no warranties about specific outcomes or results. Some stains, damages, or wear may be permanent and beyond the scope of standard cleaning.
Property Conditions: We are not responsible for pre-existing damage, wear, or deterioration of surfaces, furniture, or fixtures. Any damage discovered during cleaning will be documented and reported immediately.
Third-Party Products: We use professional-grade, eco-friendly cleaning products, but cannot guarantee compatibility with all surfaces or materials. Test areas may be cleaned first when requested.
Limitation of Liability
Maximum Liability: CosmicTrails's total liability for any claim arising from our services shall not exceed the amount paid for the specific service session in question, up to a maximum of KES 50,000 per incident.
Indirect Damages: We are not liable for indirect, incidental, special, or consequential damages including but not limited to loss of use, profits, or business interruption arising from our services.
Time Limitations: Claims for damage or service issues must be reported within 24 hours of service completion. Claims reported after this period may not be eligible for consideration.
Service Modifications and Updates
Service Evolution: CosmicTrails reserves the right to modify, update, or discontinue services with reasonable notice to customers. New technologies and methods may be implemented to improve service quality.
Pricing Changes: Service prices may be adjusted periodically to reflect market conditions, regulatory changes, or cost fluctuations. Existing customers will receive 30 days advance notice of significant price changes.
Cancellation Policy: Services may be cancelled by either party with appropriate notice. Cancellation fees may apply for last-minute changes as outlined in your service agreement.
Termination Conditions
Immediate Termination: CosmicTrails may immediately terminate services if you violate these terms, provide unsafe working conditions, or engage in behavior that threatens the safety or well-being of our team.
Customer Termination: You may terminate regular services with 48 hours notice. One-time services may be cancelled up to 4 hours before the scheduled appointment without penalty.
Effect of Termination: Upon termination, all outstanding payments become immediately due, and any scheduled future services will be cancelled. Both parties' obligations continue for completed services.
Legal Information and Dispute Resolution
Governing Law and Jurisdiction
Applicable Law: These terms are governed by the laws of Kenya, including the Consumer Protection Act, 2012 and relevant regulations governing service industries.
Jurisdiction: Any legal disputes arising from these terms or our services shall be resolved in the courts of Kenya, with Nairobi as the preferred jurisdiction.
Language: These terms are provided in English. In case of translations, the English version shall prevail in any legal proceedings.
Dispute Resolution Procedures
Direct Resolution: We encourage customers to contact our customer service team first to resolve any concerns or disputes amicably and efficiently.
Mediation: If direct resolution is unsuccessful, parties agree to attempt mediation through a qualified mediator before pursuing legal action.
Alternative Dispute Resolution: Both parties may agree to binding arbitration as an alternative to court proceedings for faster, cost-effective resolution.
Contact Information for Legal Matters
Legal Inquiries: For questions about these terms or legal matters, use our contact form with "Legal Inquiry" in the subject line for proper routing to our legal team.
Compliance Issues: Report compliance concerns or violations through our official contact channels, and we will investigate promptly and thoroughly.
Response Time: Legal inquiries will receive acknowledgment within 48 hours, with detailed responses provided within 7 business days when possible.
Terms Modification Policy
Update Process: These terms may be updated periodically to reflect changes in our services, legal requirements, or business practices.
Notification: Significant changes will be communicated via our website and direct notification to existing customers at least 30 days before taking effect.
Continued Use: Continued use of our services after terms modifications constitutes acceptance of the updated terms and conditions.