Terms of Service - Citrine Spaces

1. Introduction & Acceptance

Welcome to Citrine Spaces, a premium short-term rental platform operated by the Sarami Group. By registering an account, accessing the platform, or booking a property, you agree to be bound by these Terms of Service. If you do not agree to all terms, you may not use our services.

2. The Host Agreement

Property owners and managers ("Hosts") utilizing Citrine Spaces agree to the following strict operational standards:

                2.1 Commission & Billing Cycle
                Citrine Spaces charges a mandatory 10% commission fee on the total nightly rate of every successfully completed booking. Please note: This commission fee will take effect starting January 1, 2027. Guests pay the Host directly for their stay. At the end of each calendar month, a statement will be generated in the Host Dashboard reflecting the total accumulated commission owed.
            

2.2 Payment Terms & Automated Account Suspension

Hosts must settle their monthly commission balance within 7 days of invoice generation. Failure to clear the balance within this window will result in the automated restriction of the Host account. Suspended accounts will remain visible on the platform but will be blocked from accepting any new incoming bookings until the outstanding balance is cleared in full.

2.3 Listing Accuracy & Host Cancellations

Hosts must ensure all property descriptions, photos, and amenities are 100% accurate. Bait-and-switch tactics will result in immediate account suspension.
If a property is found to be substantially different from its listing, Citrine Spaces reserves the right to fully refund the Guest at the Host's expense.
Hosts may not cancel confirmed bookings to accept higher-paying reservations. Host-initiated cancellations (barring documented extreme emergencies) carry a financial penalty and impact search ranking.

3. The Guest Agreement

Users booking properties ("Guests") agree to uphold the highest standards of respect and integrity:

3.1 Guest Payments

All booking payments are to be settled directly between the Guest and the Host using the payment channels specified by the Host (e.g., M-Pesa, Bank Transfer, or Cash upon arrival). Citrine Spaces does not collect, hold, or process booking funds from guests, and is not liable for payment or refund disputes.

3.2 Property Damage & Liability

The Guest assumes full financial responsibility for any damages, broken items, or extreme messes caused by themselves or their invitees during the stay.
Citrine Spaces reserves the right to charge the Guest's payment method on file for documented damages reported by the Host within 48 hours of checkout.

3.3 House Rules & Conduct

Guests must strictly adhere to the specific "House Rules" set by the Host (e.g., maximum occupancy, quiet hours, pet policies). Violating these rules is grounds for immediate eviction without a refund.

4. Cancellations & Refunds

Cancellations are governed by the specific cancellation policy selected by the Host and displayed on the property listing at the time of booking. Citrine Spaces' 10% commission fee is non-refundable on Guest-initiated cancellations that occur past the allowed free-cancellation window.

5. Limitation of Liability

Citrine Spaces acts as a marketplace connecting Hosts and Guests. We do not own, manage, or control the properties listed. To the maximum extent permitted by law, Citrine Spaces and the Sarami Group are not liable for any injuries, losses, damages, or disputes that occur during a stay.

6. Privacy & Data Collection

Citrine Spaces respects your privacy. We collect and securely store essential personal information (such as names, email addresses, and booking history) strictly for the purpose of facilitating reservations, processing payments, and improving your platform experience. We do not sell your personal data to third parties. By using our platform, you consent to our data practices in accordance with applicable data protection laws.

7. Force Majeure (Acts of God)

Neither Citrine Spaces, the Host, nor the Guest shall be held liable for failure or delay in fulfilling their obligations under this agreement if such failure is caused by unforeseeable events beyond their reasonable control. This includes, but is not limited to, natural disasters, government-mandated travel bans, pandemics, or acts of terrorism. In such events, Citrine Spaces will work with both parties to issue fair travel credits or refunds where applicable.

8. Dispute Resolution & Governing Law

These Terms of Service, and any disputes arising from your use of Citrine Spaces or a property booking, shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any claims or disputes that cannot be resolved through our internal mediation team shall be subject to binding arbitration in Nairobi, Kenya, rather than in a court of law.