Terms of Service

Last modified: February 18, 2026

1. ACCEPTANCE OF TERMS

By accessing or using InMover's website (inmover.co.ke), mobile applications, or services (collectively, the "Services"), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our Services.

We may update these Terms from time to time. We will notify you of any changes by updating the "Last modified" date. Your continued use of our Services after changes are posted means you accept the updated terms.

2. ABOUT INMOVER

InMover is a technology-enabled moving and relocation services company operating throughout Kenya. Founded to make moving easier and more affordable for Kenyans, we connect customers who need moving services with qualified, vetted movers. We provide:

  • Apartment and house moving services
  • Office relocation services
  • Packing and unpacking services
  • Storage solutions
  • Moving helpers and labor

When you book a service through InMover, we match you with a qualified mover who will perform the actual moving work. InMover coordinates and oversees the service to ensure quality.

2.1 THIRD-PARTY SERVICE PROVIDERS (MOVERS)

The movers who provide moving services through our platform are independent contractors, not employees of InMover. While we vet and coordinate with movers to ensure quality service, you acknowledge that:

  • Movers are independent service providers who operate their own businesses
  • InMover acts as a technology platform connecting you with movers
  • InMover is not directly responsible for the actions or omissions of individual movers
  • Movers may have their own insurance and liability coverage
  • Any disputes with movers should first be reported to InMover, and we will work to resolve them

InMover maintains oversight and quality control, but the actual moving work is performed by independent movers who are responsible for their own conduct and compliance with applicable laws.

3. BOOKING AND PAYMENT

3.1 Service Availability

Our services are available throughout Kenya, including Nairobi, Mombasa, Kisumu, and other major cities. Service availability may vary by location and time. We reserve the right to refuse service in certain areas or circumstances.

3.2 Pricing and Payment

All prices are quoted in Kenyan Shillings (KES). Prices are based on factors including distance, number of items, type of move, and additional services requested. Final pricing will be confirmed at the time of booking.

We accept payment through:

  • M-Pesa (mobile money)
  • Pesapal
  • Credit/Debit cards
  • Bank transfers

Payment is typically required before or at the time of service delivery, unless other arrangements are made.

3.3 Cancellation and Refunds

You may cancel your booking subject to the following:

  • More than 48 hours before service: Full refund minus 10% administrative fee
  • 24-48 hours before service: 50% refund
  • Less than 24 hours before service: No refund

If we cancel your service due to circumstances beyond our control (weather, safety, mover unavailability), we will provide a full refund or reschedule at no extra cost.

4. YOUR RESPONSIBILITIES

4.1 Accurate Information

You must provide accurate and complete information when booking services. This includes correct addresses, contact information, and details about items to be moved. You are responsible for all activities under your account.

4.2 Prohibited Items

You may not request moving services for:

  • Hazardous materials (flammable, explosive, toxic, or corrosive substances)
  • Illegal items or contraband
  • Perishable food (unless specifically agreed)
  • Pets or live animals (unless specifically agreed)
  • Cash, jewelry, or valuables exceeding KES 50,000 (unless declared and insured)
  • Firearms or weapons

4.3 Preparation

You are responsible for packing your items properly, unless you've purchased packing services from us. You must be present or have an authorized representative present during the move. All items should be clearly labeled.

5. LIABILITY AND DAMAGE COVERAGE

5.1 Our Liability

InMover's liability for any claims is limited to the amount you paid for the specific service, or KES 50,000, whichever is less. We are not liable for indirect, incidental, or consequential damages.

5.2 Damage to Your Property

We take reasonable care when handling your property, but moving involves risks. We provide basic coverage up to KES 50,000 per item. You can purchase additional insurance for higher-value items.

To file a damage claim:

  • Notify us in writing within 7 days of service completion
  • Provide photographic evidence of the damage
  • We will investigate and respond within 30 days

5.3 Insurance

We maintain general liability insurance as required by law. However, we recommend you maintain your own insurance for valuable items. We are not responsible for damage to undeclared items or items excluded from our coverage.

6. USER ACCOUNTS

When you create an account, you are responsible for:

  • Keeping your password secure and confidential
  • All activities that occur under your account
  • Notifying us immediately of any unauthorized use
  • Providing accurate and up-to-date information

You must be at least 18 years old to use our Services.

7. INTELLECTUAL PROPERTY

All content on our website and apps (text, graphics, logos, images, software) belongs to InMover and is protected by copyright and trademark laws. You may not copy, modify, or use our content without our written permission.

7.1 USER CONTENT AND CONTRIBUTIONS

When you post reviews, ratings, photos, comments, or other content on our platform (collectively, "User Content"), you grant InMover a non-exclusive, royalty-free, perpetual, and worldwide license to use, display, reproduce, and distribute your User Content for the purpose of operating and promoting our Services.

You represent and warrant that:

  • You own or have the right to post the User Content
  • Your User Content does not violate any laws or infringe on any third-party rights
  • Your User Content is accurate and not misleading
  • You will not post defamatory, offensive, or inappropriate content

We reserve the right to remove any User Content that violates these Terms or is otherwise objectionable, in our sole discretion.

8. PRIVACY

Your use of our Services is also governed by our Privacy Policy. By using our Services, you agree to how we collect, use, and protect your information as described in our Privacy Policy.

9. PROHIBITED USES

You may not use our Services to:

  • Violate any laws or regulations
  • Harm, threaten, or harass others
  • Interfere with or disrupt our Services
  • Attempt to gain unauthorized access to our systems
  • Use automated systems to scrape or collect data from our platform
  • Impersonate others or provide false information

10. TERMINATION

We may suspend or terminate your access to our Services at any time, with or without notice, if you violate these Terms or engage in fraudulent or illegal activity.

You may stop using our Services at any time by closing your account or simply not using the platform.

11. DISPUTE RESOLUTION

These Terms are governed by the laws of Kenya. If you have a dispute with InMover:

  1. Contact us first: Reach out to our customer service to try to resolve the issue informally
  2. Mediation: If informal resolution fails, we may attempt mediation
  3. Arbitration: If mediation fails, disputes will be resolved through binding arbitration in Nairobi, Kenya, under the Arbitration Act of Kenya

The arbitrator's decision will be final and binding on both parties.

12. CHANGES TO SERVICES

We reserve the right to modify, suspend, or discontinue any part of our Services at any time, with or without notice. We are not liable to you or any third party for any modification, suspension, or discontinuation of Services.

12.1 FORCE MAJEURE

InMover shall not be liable for any failure or delay in performance under these Terms due to circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters (floods, earthquakes, storms)
  • Extreme weather conditions
  • Government actions, regulations, or restrictions
  • Labor strikes or disputes
  • War, terrorism, or civil unrest
  • Pandemics or public health emergencies
  • Internet or telecommunications failures
  • Acts of God or other unforeseeable events

In such circumstances, we will make reasonable efforts to notify you and reschedule services when possible. If services cannot be rescheduled, we will provide a full refund.

12.2 ELECTRONIC COMMUNICATIONS

By using our Services, you consent to receive electronic communications from us, including:

  • Email notifications about your bookings and account
  • SMS/text messages for service updates and confirmations
  • Push notifications through our mobile app
  • Marketing communications (you can opt-out at any time)

You agree that all agreements, notices, disclosures, and other communications we provide electronically satisfy any legal requirement that such communications be in writing.

12.3 INDEMNIFICATION

You agree to indemnify, defend, and hold harmless InMover, its officers, directors, employees, agents, and service providers from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable legal fees) arising out of or relating to:

  • Your use of our Services
  • Your violation of these Terms
  • Your violation of any law or regulation
  • Your infringement of any third-party rights
  • Any User Content you post or submit
  • Your interaction with movers or other users

12.4 ASSIGNMENT

You may not assign or transfer these Terms or your rights or obligations hereunder without InMover's prior written consent. InMover may assign or transfer these Terms, in whole or in part, without your consent, including in connection with a merger, acquisition, or sale of assets.

12.5 SURVIVAL

The following sections will survive termination of these Terms and your use of our Services: Intellectual Property, User Content, Indemnification, Limitation of Liability, Dispute Resolution, and any other provisions that by their nature should survive.

12.6 NO THIRD-PARTY BENEFICIARIES

These Terms are between you and InMover. No third party (including movers) has any rights under these Terms, except as expressly stated herein.

13. CONTACT INFORMATION

If you have questions about these Terms, please contact us:

14. GENERAL PROVISIONS

If any part of these Terms is found to be invalid or unenforceable, the remaining parts will continue to be valid. Our failure to enforce any right or provision does not waive that right. These Terms constitute the entire agreement between you and InMover regarding the use of our Services.