Marketplace Terms of Use

1. Overview

These Marketplace Terms of Use apply to your access to and use of the Shilte AI Marketplace, including discovery, business and property listings, product and service listings, enquiries, bookings, viewing requests and transaction-related features.

The Marketplace forms part of the wider Shilte AI platform. It connects customers with businesses, landlords, property owners, agents, sellers and service providers.

These terms apply whether you participate as a visitor, customer, buyer, tenant, landlord, property owner, agent, seller, merchant or service provider. By using Marketplace features, you agree to these terms and the applicable Shilte AI general Terms of Use and Privacy Policy.

2. Definitions

Shilte: Shilte AI and the entity operating the relevant platform services. Marketplace: The discovery and commerce environment provided through Shilte AI. Customer: A person searching, enquiring, booking or purchasing. Provider: A landlord, agent, merchant, seller, contractor or other listing owner. Business: An organisation or individual offering goods, property or services. Listing: Information published about a business, property, product or service. Enquiry: A message or expression of interest. Booking: A request or confirmed arrangement for a service, reservation or appointment. Viewing request: A request to inspect a property. Transaction: A purchase, rental, booking, payment or other commercial arrangement.

3. The role of Shilte AI

Shilte operates the technology used to publish, organise, search, discover and interact with Marketplace listings. Features may include:

Unless expressly agreed otherwise, Shilte is not the landlord, property owner, estate agent, seller, merchant, contractor, delivery company or supplier of independently listed goods and services. Shilte does not automatically become a party to a contract between a customer and a provider because they connect or transact through the platform.

4. Eligibility

You may use the Marketplace only where you can legally participate in the relevant activity. If acting for a business or another person, you confirm that you have authority to represent them.

• Provide truthful and current information.
• Comply with applicable laws and licensing requirements.
• Do not use the platform for fraud, impersonation or unlawful activity.
• Do not interfere with platform security or proper operation.

Some features may require an account, business profile, identity checks or additional verification.

5. Accounts and profiles

Where an account is required, you are responsible for the accuracy of its information, the confidentiality of your credentials and activity carried out through it. Business accounts must be managed by authorised representatives.

Keep contact details, ownership information, listing authority and provider status up to date. Notify Shilte if you suspect unauthorised access or misuse. Shilte may request information to verify account ownership or investigate suspicious activity.

Account conduct is also governed by the Accounts & Acceptable Use Terms.

6. Business listings

Eligible businesses may publish profiles and listings describing their business, location, products, services, operating hours and contact details.

When publishing, you must:

• Use a genuine business identity and accurate contact information.
• List only businesses or services you own or are authorised to represent.
• Describe offerings, prices and conditions honestly.
• Use images, logos and content you own or are permitted to use.
• Keep service areas, operating hours and availability current.
• Respond to enquiries professionally and remove outdated listings.

Publication does not constitute Shilte's endorsement, certification or guarantee of a business.

7. Property listings

Listings may include residential rentals, homes for sale, commercial spaces, offices, land and short-stay accommodation. A person publishing a property must own it, have the owner's authority or otherwise have a lawful right to advertise it. Agents and managers must accurately represent their authority.

Property details

Providers are responsible for descriptions, photographs, location, rent or sale price, deposits, service charges, amenities, utilities, occupancy conditions and lease terms.

Customer checks

Customers should independently verify ownership or authority to let or sell, inspect the property, review agreements and confirm all amounts payable before committing.

Short stays

Short-stay prices may be quoted per night or under another stated arrangement. Confirm dates, total cost, deposits, occupancy limits and additional charges before paying.

8. Products, services and providers

The Marketplace may feature physical products, professional services, home services, installations, subscriptions and business services.

Providers must accurately describe offerings, disclose prices and additional charges, explain warranties and service conditions, hold legally required licences or qualifications, and deliver what has been agreed. Customers should confirm specifications, suitability, delivery, installation and recurring charges before accepting an offer.

Shilte may restrict offerings that are unlawful, unsafe, misleading or inconsistent with platform rules.

9. Provider verification

Shilte may request or review identity documents, business registration details, tax information, contact details, ownership records or authorisation documents to assess a provider.

Verification indicators reflect only the checks actually performed. They are not a guarantee of future conduct, financial standing, ownership of every listed asset, service quality or complete legal compliance.

Where permitted, unverified providers may publish with an appropriate warning or status. Shilte may request further evidence, restrict visibility or suspend listings where concerns arise. Providers must not imitate or claim a Shilte verification mark without authorisation.

10. Listing accuracy and updates

Providers must keep listings accurate and current. Update information when an item is sold, a property is occupied, a service becomes unavailable, a price changes or contact details are no longer valid.

Shilte may use automated checks, reports and moderation to identify inaccurate or misleading listings. It may request corrections, label, restrict or remove content. Customers should confirm important details directly with providers rather than relying on old photographs, prices or availability indicators.

11. Search and discovery

Search may use keywords, categories, location, budget, availability, property features, business type and other criteria. Results may depend on relevance, listing completeness, location, user preferences, availability data and platform functionality.

Shilte does not guarantee that every eligible listing will appear in every search, that results are exhaustive or that a result is the best option for a particular user. You must not scrape, harvest or systematically extract listings or user information without permission.

12. AI search and recommendations

AI features may interpret requests, identify relevant listings, compare options and recommend related products or services. AI summaries and recommendations are informational aids and may be incomplete, inaccurate or based on outdated listing information.

They do not replace property inspections, professional advice, provider confirmation or review of contractual documents. Verify important details directly with the provider. Providers must not manipulate listing content or metadata to mislead AI systems or distort search results.

See the AI Agents Terms for additional AI-related provisions.

13. Enquiries and communication

Customers may contact providers through enquiry forms, chat, WhatsApp links, contact buttons or other available channels. An enquiry expresses interest; it does not automatically create a contract, reserve a property, confirm stock or guarantee a response.

Providers must communicate accurately, handle enquiries lawfully and protect customer information. Shilte may retain interaction records in accordance with its Privacy Policy and applicable service settings.

14. Booking requests and confirmations

Customers may request appointments, consultations, installations, reservations or other services where booking features are available. Unless a feature expressly confirms an instant booking, a submitted request is subject to provider review.

A booking is confirmed only when confirmation is issued through the applicable platform process or directly by the provider. Customers should check dates, times, location, price, deposits, cancellation conditions and service details.

Providers are responsible for managing availability and honouring confirmed bookings, subject to agreed terms and applicable law. Shilte does not guarantee acceptance or performance by a provider.

15. Viewing requests and waiting lists

A viewing request communicates interest in inspecting a property. It is subject to provider review and confirmation and is not a tenancy agreement, purchase offer, reservation or guarantee that the property will remain available.

Provider response

A provider may accept, reject, reschedule or cancel a request. Customers should rely on an explicit confirmation for appointment details.

Under-viewing status

A property marked as under viewing indicates that viewing activity is taking place or has been recorded. It does not necessarily mean the property has been rented, sold or reserved.

Waiting lists

Joining a waiting list does not guarantee priority, an appointment, allocation or eventual access to a property.

Providers must promptly update property information and must not knowingly advertise an unavailable property as available.

16. Availability and status

Listings may display statuses such as available, under viewing, booked, unavailable, rented, leased, sold, out of stock or inactive. These labels reflect information recorded by the platform or supplied by providers and may not always represent real-time conditions.

Providers must promptly update statuses when circumstances change. Customers should confirm availability before travelling, paying or entering an agreement. Shilte may correct or restrict statuses where reasonably necessary to maintain platform accuracy.

17. Marketplace transactions and payments

Customers and providers may agree to purchases, rentals, service arrangements, subscriptions, deposits or other transactions. Unless a specific transaction flow states otherwise, the parties are responsible for agreeing terms, verifying the recipient and ensuring the transaction is lawful.

Where payment features are enabled, Shilte may provide M-Pesa STK Push or other supported payment integrations. Initiating a payment request does not prove that funds have been received. Treat a transaction as paid only when the authorised payment provider or relevant transaction record confirms success.

Never share M-Pesa PINs, passwords or one-time codes. Confirm the payee and amount before approving payment. See the Payments, Billing & Subscriptions Terms.

18. Listing fees and commissions

Marketplace access, listing publication and transaction features may have different commercial terms. Any applicable listing fee, commission, service charge, subscription or advertising fee will be disclosed through the relevant feature, checkout, plan or written agreement.

Providers must disclose their own prices and charges to customers before commitment. Shilte may introduce or change commercial features subject to applicable law, notice requirements and existing contractual commitments.

19. Cancellations, returns and refunds

Cancellation, return, rescheduling and refund rights depend on the transaction, the provider's disclosed policy, the parties' agreement and applicable law. Customers should review conditions before paying or confirming a booking.

Where payment was made through a Shilte-enabled flow, Shilte may provide transaction records or facilitate a request where supported. This does not mean Shilte automatically holds the funds, approves every refund or guarantees recovery of money paid to a provider.

Nothing in these terms removes rights that cannot lawfully be excluded under applicable consumer protection legislation.

20. Reviews, feedback and conduct

Where ratings or reviews are available, users must provide genuine accounts of their own experiences. You must not publish fake reviews, manipulate ratings, threaten contributors, post private information, impersonate others or use feedback for unrelated advertising.

Shilte may moderate or remove content that violates these terms or applicable law. A review represents the contributor's experience and is not necessarily an endorsement by Shilte.

21. Prohibited Marketplace activity

You must not use the Marketplace to publish, promote, sell, request or facilitate unlawful, deceptive, dangerous or prohibited goods, services or activities.

• Fake properties, fraudulent listings or impersonation.
• Stolen goods, counterfeit products or unlawful services.
• False ownership claims or fabricated viewing opportunities.
• Harassment, threats, discrimination or exploitation.
• Phishing, malware, unauthorised data collection or account abuse.
• Manipulation of search, verification, reviews or listing statuses.
• Unsolicited bulk messaging or misuse of personal information.
• Attempts to bypass security, payment controls or access restrictions.

Additional category-specific rules may apply. Shilte may restrict activities presenting legal, safety, fraud or platform-integrity concerns.

22. Disputes between Marketplace participants

Disputes concerning property condition, ownership, product quality, service performance, delivery, deposits, payment, cancellations or contractual obligations generally arise between the customer and provider.

Participants should first attempt to resolve disputes directly and preserve relevant messages, agreements, receipts, listing details and payment references.

Shilte may review reports, request information, restrict listings or provide reasonable assistance within its capabilities. It is not required to adjudicate every dispute and does not guarantee a particular outcome or recovery of funds. Users retain the right to approach competent courts and regulators.

23. Moderation, removal and suspension

Shilte may review, label, restrict, suspend, reject or remove a listing, profile, enquiry or feature where reasonably necessary to address fraud, impersonation, inaccurate information, safety concerns, legal obligations, security incidents or policy violations.

Where reasonably practicable and legally permitted, Shilte may notify the affected user and allow an opportunity to correct the issue or request a review. Immediate action may be taken where necessary to reduce risk or comply with law.

24. Third-party services and links

Marketplace features may rely on or link to payment providers, messaging platforms, maps, location services, hosting providers and external websites. These services are governed by their own terms and privacy policies.

Shilte does not control all third-party systems and is not responsible for their independent content, availability, policies or actions, except where responsibility cannot lawfully be excluded. An external link does not constitute Shilte's endorsement.

25. Disclaimers and limitation of liability

To the extent permitted by law, the Marketplace is provided on an available and as-provided basis. Shilte does not warrant uninterrupted operation, exhaustive search results or the accuracy and completeness of every third-party listing.

Shilte is not responsible for independent participants' representations, property conditions, products, services or contractual performance, except where responsibility is imposed by law or expressly accepted in writing.

To the extent permitted by law, Shilte will not be liable for indirect, incidental, special or consequential loss, loss of profit, opportunity or data arising from Marketplace use or transactions between independent participants.

To the extent permitted by applicable law, Shilte's aggregate liability under these Marketplace Terms will not exceed the fees paid or payable by you to Shilte for the relevant Marketplace services during the twelve months preceding the event giving rise to the claim.

These limitations do not exclude liability for fraud, wilful misconduct or any liability that cannot lawfully be excluded or limited, including applicable statutory consumer rights.

26. Ownership and listing content

Shilte and its licensors retain their rights in the platform, software, branding, designs, interfaces, databases and other Shilte-owned materials.

Providers retain ownership of content they lawfully own and submit. By publishing content, you grant Shilte a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, format and use it as reasonably necessary to operate, promote, secure and improve the Marketplace and related services.

You confirm that you have the rights and permissions needed to submit the content. The licence remains in effect as reasonably necessary for service delivery, backups, legal compliance and dispute resolution, subject to applicable law.

27. Privacy and data protection

Marketplace activity may involve names, contact details, enquiry messages, location information, booking details, viewing requests and transaction references. Shilte processes personal information in accordance with its Privacy & Data Protection Policy and applicable law.

Providers receiving customer information must use it for legitimate purposes connected with the enquiry or transaction, protect it appropriately and comply with their legal obligations. They must not sell, misuse or unlawfully disclose customer information.

Shilte and a business provider may have different data protection responsibilities depending on their actual roles and the relevant processing activity.

28. Changes to these terms

Shilte may update these terms to reflect changes in Marketplace features, operations, security, law or commercial arrangements. Updated terms will be published on the website with a revised effective or update date.

Where required by law or contract, Shilte will provide additional notice or obtain consent. Continued use after updated terms take effect constitutes acceptance where legally valid. If you disagree, stop using the affected features.

29. Governing law and general provisions

These terms are governed by the laws of Kenya, subject to mandatory legal protections that may apply in another jurisdiction. Disputes will be handled by competent Kenyan courts unless applicable law requires another forum or the parties agree to a lawful alternative.

If any provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law. A failure or delay in enforcing a provision does not waive the right to enforce it later.

These terms should be read with the applicable general Shilte AI terms, payment terms and privacy policy. A specific written agreement governing a service or transaction prevails to the extent of any conflict.

30. Contact Shilte AI

For questions or reports concerning Marketplace listings, provider conduct, account access, viewing requests, bookings or these terms, contact our team.