LIVEGUID — TERMS AND CONDITIONS
Effective Date: April 27, 2026
Last Updated: April 27, 2026
Please read these Terms and Conditions carefully before using the Liveguid mobile application,
website, or any related services (collectively, the "Platform"). By creating an account or making
a booking, you confirm that you have read, understood, and agree to be bound by these Terms. If
you do not agree, you must discontinue use of the Platform immediately.
1. DEFINITIONS
"Liveguid", "we", "us", or "our" refers to the company operating the Liveguid platform.
"User", "you", or "traveller" refers to any individual who accesses or uses the Platform.
"Provider" refers to an activity provider or tour guide registered on the Platform.
"Activity" refers to any tour, experience, or service listed and bookable through the Platform.
"Booking" refers to a confirmed reservation made by a User for an Activity.
"QR Ticket" refers to the unique digital voucher issued upon confirmed payment for a Booking.
2. ELIGIBILITY
You must be at least 18 years of age to create an account and make bookings on Liveguid. By
registering, you represent and warrant that all information you provide is accurate, current, and
complete. Liveguid reserves the right to suspend or terminate accounts where information is found
to be false or misleading.
3. ACCOUNT REGISTRATION AND SECURITY
3.1 You are responsible for maintaining the confidentiality of your account credentials. Any
activity that occurs under your account is your responsibility.
3.2 You must notify Liveguid immediately if you suspect unauthorised access to your account.
3.3 Liveguid will never ask for your password via email, SMS, or in-app message.
3.4 We reserve the right to terminate accounts that violate these Terms or are used for
fraudulent purposes.
4. BOOKINGS
4.1 A booking is only confirmed once full payment has been successfully processed and you have
received a QR Ticket to your account. Pending payments do not constitute a confirmed booking.
4.2 It is your responsibility to review all booking details — including date, time, meeting
point, participant numbers, and any physical or health requirements — before completing
payment.
4.3 QR Tickets must be presented to the Provider at the point of the experience. Liveguid is
not responsible for denied entry resulting from failure to present a valid QR Ticket.
4.4 Liveguid acts as an intermediary marketplace. The contractual relationship for the delivery
of an Activity is between you and the Provider. Liveguid is not the organiser or operator
of the Activities listed on the Platform.
5. PAYMENTS
5.1 All payments are processed in Kenyan Shillings (KES) through M-Pesa's STK Push service.
By initiating a payment, you authorise the deduction of the stated amount from your M-Pesa
account.
5.2 Prices displayed on the Platform are inclusive of all applicable fees unless stated
otherwise at checkout.
5.3 Payment confirmation may take a few minutes. Do not attempt to submit multiple payments for
the same booking. Liveguid is not liable for duplicate charges arising from repeated
submission attempts.
5.4 A receipt is available in your account under booking history once payment is confirmed.
6. CANCELLATIONS AND REFUND POLICY
6.1 CANCELLATIONS BY THE USER
Users may request cancellation of a confirmed booking subject to the following schedule:
|Notice Given Before Activity Start | Refund Entitlement
72 hours or more | 100% refund
48 hours to less than 72 hours | 75% refund
24 hours to less than 48 hours | 50% refund
Less than 24 hours | No refund
No-show (failure to attend) | No refund
All cancellation requests must be submitted through the Liveguid app or by contacting
customer support. The timestamp of the cancellation request — as recorded by our
system — determines which bracket applies.
6.2 CANCELLATIONS BY THE PROVIDER
If a Provider cancels a confirmed booking for any reason, the User is entitled to a full
100% refund of the amount paid. Liveguid will process this refund within 7 business days
of receiving confirmation from the Provider.
6.3 CANCELLATIONS BY LIVEGUID
Liveguid reserves the right to cancel bookings in exceptional circumstances, including but
not limited to: evidence of fraudulent activity, a breach of these Terms, or a verified
safety concern. In such cases, a full refund will be issued where appropriate, at Liveguid's
sole discretion.
6.4 REFUND PROCESSING
Approved refunds are returned to the original M-Pesa account used for payment. Refunds
are processed within 7 business days from the date the cancellation is approved. Liveguid
is not responsible for delays caused by the mobile money network or your mobile carrier.
Refunds are not available for:
- Bookings cancelled outside the eligible cancellation window (as per clause 6.1).
- No-shows.
- Partial non-attendance (e.g., one participant from a group does not attend).
- Experiences that have commenced, regardless of whether they were completed.
6.5 RESCHEDULING
Rescheduling is subject to the Provider's availability and must be agreed directly with
the Provider through the in-app messaging system at least 48 hours before the original
Activity date. Rescheduling does not guarantee a right to a refund and is offered at the
Provider's discretion.
7. USER CONDUCT
7.1 You agree not to use the Platform for any unlawful purpose or in any way that could
damage, disable, or impair the Platform or interfere with other users.
7.2 You must not post false, misleading, or defamatory reviews. Reviews must reflect a
genuine, first-hand experience.
7.3 You must not attempt to circumvent the Platform by arranging bookings or payments
directly with Providers after initial contact through Liveguid.
7.4 Any abusive, threatening, or discriminatory behaviour directed at Providers, other
users, or Liveguid staff will result in immediate account suspension.
8. PROVIDER RESPONSIBILITIES
Providers listed on Liveguid are independent businesses or individuals and not employees of
Liveguid. Each Provider is solely responsible for:
- The accuracy of their listing, including descriptions, pricing, and availability.
- Holding all required licences, permits, and insurance for their activities.
- Delivering the agreed Activity safely, punctually, and as described.
- Complying with all applicable Kenyan laws and tourism regulations.
Liveguid does not guarantee the quality, safety, or legality of any Activity and shall not
be held liable for any loss, injury, or disappointment arising from a Provider's actions
or omissions.
9. INTELLECTUAL PROPERTY
All content on the Platform — including text, graphics, logos, icons, and software — is the
property of Liveguid or its content licensors and is protected under applicable intellectual
property law. You may not reproduce, distribute, or create derivative works from any part of
the Platform without prior written consent from Liveguid.
By submitting a review, photo, or other content to the Platform, you grant Liveguid a
non-exclusive, royalty-free, worldwide licence to use, display, and distribute that content
in connection with the Platform and our promotional activities.
10. LIMITATION OF LIABILITY
To the fullest extent permitted by law, Liveguid shall not be liable for:
- Any indirect, incidental, or consequential loss arising from your use of the Platform.
- Loss or damage caused by a Provider's failure to deliver an Activity as described.
- Technical interruptions, data loss, or errors on the Platform.
- Any personal injury, property damage, or financial loss sustained during an Activity.
Our total aggregate liability to you in connection with any claim arising out of or related
to these Terms shall not exceed the amount paid by you for the specific Booking to which the
claim relates.
11. PRIVACY
Your use of the Platform is also governed by our Privacy Policy, which is incorporated into
these Terms by reference. By using the Platform, you consent to the collection and use of your
personal data as described in the Privacy Policy.
12. CHANGES TO THESE TERMS
Liveguid reserves the right to update or amend these Terms at any time. Material changes will
be communicated through the Platform or by email to your registered address at least 14 days
before they take effect. Continued use of the Platform after the effective date of any change
constitutes acceptance of the revised Terms.
13. GOVERNING LAW
These Terms are governed by and construed in accordance with the laws of the Republic of Kenya.
Any disputes arising out of or in connection with these Terms shall be subject to the exclusive
jurisdiction of the courts of Kenya.
14. CONTACT
If you have any questions about these Terms, wish to raise a dispute, or need to submit a
cancellation or refund request, please contact us through:
- The in-app Customer Support chat, or
- The Contact section on the Liveguid website.
We aim to acknowledge all support requests within 24 hours on business days.
Liveguid — Explore. Book. Experience.