Payment Terms

Effective Date: 31 July 2026

Last Updated: 31 July 2026

Legal Entity: Makao Hive

1. Introduction

These Payment Terms ("Payment Terms") govern payments made through the Makao Hive Platform.

They form part of the Terms of Service and apply whenever you make or receive payments through services offered by Makao Hive.

By initiating a payment through the Platform, you agree to these Payment Terms.

2. Scope

These Payment Terms apply only to payments collected by Makao Hive for Platform services.

Examples include:

• viewing tour fees;
• verification fees;
• subscription fees;
• premium Platform services;
• other Platform service fees introduced from time to time.

These Payment Terms do not govern:

• residential rent payments;
• tenancy security deposits;
• utility payments made directly to landlords;
• payments made entirely outside the Platform.

3. Rent and Security Deposits

Unless expressly stated otherwise in writing:

• Makao Hive is not the landlord;
• Makao Hive does not receive residential rent on behalf of landlords;
• Makao Hive does not hold tenancy security deposits;
• Makao Hive does not operate a tenancy escrow service.

Rent and security deposits must be paid directly to the Property Manager or Landlord using the payment instructions they provide.

Where the Platform allows users to upload proof of payment or M-Pesa reference numbers, this functionality exists solely to facilitate tenancy administration and does not mean Makao Hive has received or controlled those funds.

4. Platform Fees

Makao Hive may charge fees for certain Platform services.

Applicable fees will be displayed before payment is requested.

Platform fees may include:

• viewing tour fees;
• verification services;
• premium listing services;
• subscriptions;
• administrative services;
• other optional services introduced by Makao Hive.

All published fees are subject to change in accordance with these Payment Terms.

5. Viewing Tour Fees

Viewing tour fees are charged to coordinate and facilitate property viewing services through the Platform.

A viewing tour fee may cover activities including:

• route planning;
• guide coordination;
• scheduling;
• operational support;
• payment processing;
• customer communications.

Payment of a viewing tour fee:

• does not reserve a property;
• does not guarantee tenancy approval;
• does not constitute rent;
• does not constitute a tenancy deposit;
• does not create a tenancy agreement.

Viewing tours remain subject to property availability, guide availability and operational considerations.

6. Payment Methods

Makao Hive may accept payment using one or more approved payment methods, including:

• M-Pesa;
• KCB Buni payment services;
• supported mobile money services;
• bank transfers where offered;
• additional payment methods introduced in the future.

Available payment methods may vary depending on the service purchased.

7. Payment Processing

Payments are processed through trusted third-party payment providers.

When making a payment, you authorise Makao Hive and its payment partners to:

• process your payment;
• verify payment details;
• confirm payment status;
• communicate transaction updates.

Payment providers may apply their own terms and privacy policies in addition to these Payment Terms.

8. Payment Confirmation

A Platform service requiring payment will generally only be considered confirmed after successful payment confirmation.

Payment confirmation may depend on:

• successful authorisation;
• provider confirmation;
• fraud checks;
• operational verification.

Pending transactions do not guarantee service availability.

9. Failed Payments

Payments may fail for reasons including:

• insufficient funds;
• cancelled transactions;
• network interruptions;
• provider outages;
• expired payment requests;
• suspected fraud;
• incorrect payment information.

Where a payment fails, Makao Hive may cancel the associated request or invite the user to initiate a new payment.

10. Expired Payment Requests

Certain payment requests may expire after a specified period.

If a payment request expires before completion:

• the request may be cancelled automatically;
• prices may change before a new request is created;
• availability of the associated service may change.

Makao Hive is not responsible for losses arising from expired payment requests caused by delays outside its reasonable control.

11. Refund Policy

Refunds are considered on a case-by-case basis.

Refund eligibility depends on factors including:

• whether the service was delivered;
• payment provider confirmation;
• operational records;
• fraud prevention requirements;
• applicable consumer protection laws.

Approved refunds will be processed using the original payment method where reasonably practicable.

Processing times may vary depending on the payment provider.

12. Non-Refundable Circumstances

Unless required by law or expressly approved by Makao Hive, refunds may not be available where:

• a viewing tour has already taken place;
• services have already been substantially delivered;
• inaccurate information supplied by the user caused the service to fail;
• the user failed to attend a confirmed appointment without reasonable notice;
• cancellation occurred after service delivery had commenced.

Nothing in this section limits any rights you may have under applicable Kenyan consumer protection laws.

13. Chargebacks and Payment Disputes

If you believe a payment was processed incorrectly, you should contact Makao Hive as soon as reasonably possible.

We may request information including:

• transaction reference numbers;
• payment confirmations;
• M-Pesa messages;
• screenshots;
• supporting documentation.

Where a chargeback is initiated through a payment provider, Makao Hive reserves the right to suspend affected services while the dispute is investigated.

Fraudulent chargebacks may result in account suspension or termination.

14. Taxes

Unless otherwise stated, published fees may be exclusive or inclusive of applicable taxes as required by Kenyan law.

Where taxes apply, they will be calculated and displayed where reasonably practicable before payment confirmation.

Users remain responsible for any taxes applicable to their own business or legal obligations.

15. User Responsibilities

Users agree to:

• provide accurate payment information;
• ensure they are authorised to use the selected payment method;
• retain payment confirmations where appropriate;
• promptly report unauthorised transactions;
• avoid fraudulent payment activity.

Attempting to manipulate, reverse or unlawfully interfere with payment processing is prohibited.

16. Third-Party Payment Providers

Makao Hive relies on third-party payment providers to process transactions.

While we carefully select our providers, we are not responsible for delays, outages or failures caused by:

• mobile money providers;
• banks;
• payment gateways;
• telecommunications providers;
• infrastructure failures beyond our reasonable control.

Users may also be subject to the terms and conditions of the relevant payment provider.

17. Changes to Fees

Makao Hive may introduce, modify or discontinue Platform fees from time to time.

Updated fees will generally be displayed before a payment is initiated.

Changes to fees do not apply retrospectively to completed transactions unless required by law.

18. Limitation of Liability

To the fullest extent permitted by law, Makao Hive shall not be liable for losses arising from:

• payment provider outages;
• delayed payment confirmations;
• telecommunications failures;
• incorrect payment information supplied by users;
• fraudulent activity outside our reasonable control;
• declined transactions by financial institutions.

Nothing in these Payment Terms excludes liability that cannot lawfully be excluded under Kenyan law.

19. Governing Law

These Payment Terms are governed by the laws of the Republic of Kenya.

Any disputes arising from these Payment Terms shall be subject to the jurisdiction of the Kenyan courts, unless otherwise required by applicable law.

20. Contact Us

Makao Hive

Public website:

https://rentals.makaohomes.co.ke

Admin console:

https://management.makaohomes.co.ke

General Support

info@makaohomes.co.ke

Legal & Privacy

legal@makaohomes.co.ke

Questions relating to payments, refunds or transaction disputes should be directed to the contacts above.

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