Terms & Conditions

1. Acceptance of Terms

By creating an account on Spukkles, you agree to these Terms & Conditions and our Privacy Policy in their entirety. If you do not agree, you may not access or use the platform. These terms apply to all users including hosts, guests, staff roles, and administrators. If you list a property or otherwise operate a host-level account, you must also agree to the Host Agreement, which governs settlements, fees, taxes, and your host wallet.

2. Platform Overview

Spukkles is a global property management and marketplace financial operations platform. In addition to property listing and booking management, Spukkles operates as a payment intermediary: guest payments are collected and held pending settlement through Spukkles' regulated payment partners, then disbursed to hosts once released. By using the platform you authorise Spukkles to act in this intermediary capacity on your behalf.

3. Payments & Settlement

When a guest completes payment for a booking, funds are collected through our integrated payment providers and held pending settlement. The following settlement lifecycle applies:

• Funds Held: Upon payment confirmation, the host's share (gross booking value less platform commission) is credited to a settlement wallet pending release.
• Review Period: A 3-day review period begins after the guest's check-out date, during which disputes may be raised.
• Release: If no dispute is filed within the review period, funds are automatically released to the host's wallet. Hosts may also manually trigger release via the dashboard once the review period has elapsed.
• Disputed Funds: If a dispute is raised before release, funds remain held pending settlement until the dispute is resolved by Spukkles support.

Spukkles does not guarantee the availability of any specific payment method in any jurisdiction. Payment processing is subject to the terms of the applicable third-party provider. Settlement, payout, commission, tax, and host wallet terms are set out in the Host Agreement.

4. Cancellations & Refunds

Each property is listed under one of three cancellation policies, set by the host and shown before you book:

• Flexible: full refund if you cancel more than 1 day before check-in; 50% refund if you cancel 1 day before check-in or later.
• Moderate: full refund if you cancel 6 or more days before check-in; 50% refund if you cancel 1–5 days before check-in; no refund for same-day cancellations.
• Strict: 50% refund if you cancel 15 or more days before check-in; no refund if you cancel within 14 days of check-in.

These percentages apply to cancellations you initiate. No-shows and cancellations made after check-in are treated as if cancelled on the day of check-in under the applicable policy above. Approved refunds are returned to your original payment method; timing depends on that payment provider's own processing time, for which Spukkles is not liable (see §9, Limitation of Liability). Regardless of your refund percentage, Spukkles retains a cancellation processing fee from the booking value — the amount depends on the property's cancellation policy and is set out in the Host Agreement. If you believe a cancellation or refund was calculated incorrectly, raise it as a dispute under §5 below.

5. Date Modifications & Credit Notes

Guests may request a change to a confirmed booking's check-in or check-out dates at any time before the stay begins, subject to availability.

• Shorter stay: If the new dates reduce the total booking value, the difference is issued as a credit note emailed to the guest. The escrow held for that booking is simultaneously adjusted to the new lower amount, ensuring the host receives payment only for the nights that will actually be stayed. Credit notes are non-transferable, expire 12 months from issuance, and may only be redeemed by the guest email to which they were issued.
• Longer stay: If the new dates increase the total booking value, the guest must pay the difference before the date change takes effect. The existing booking dates remain unchanged until payment is confirmed.
• Same price: If the new dates produce no price difference, the change is applied immediately at no charge.
• Redeeming a credit note: Credit notes can be applied at checkout for any future booking on the platform. They reduce the amount charged to the guest's payment method. Any unused balance beyond the new booking total is not refunded in cash.
• Host earnings adjustment: When a date modification reduces a booking's value, the host's escrow is debited by the corresponding amount. The host receives settlement based on the final, modified booking total, not the original booking value.

Spukkles is not responsible for calendar conflicts arising from date changes made to bookings that overlap with other reservations. Guests are advised to confirm availability before requesting an extension. Credit notes are not redeemable for cash and are subject to the platform's general terms.

6. Disputes & Chargebacks

Spukkles provides a dispute resolution mechanism accessible to both hosts and guests. By accepting these terms you agree to:

• Respond to any dispute filed against your booking within 5 business days, providing requested evidence.
• Accept the outcome of Spukkles' dispute resolution process as binding in the first instance, subject to escalation to your jurisdiction's courts.
• Not initiate chargebacks through your payment provider without first raising a dispute through the platform. Chargebacks that circumvent the dispute process may result in account suspension and recovery of associated costs.
• Allow Spukkles to hold funds pending settlement for the duration of any active dispute investigation.

Hosts have an additional, timed response obligation for disputes filed against their bookings — see the Host Agreement.

7. Fraud Prevention

Spukkles employs automated fraud detection across booking and payment flows. Actions that trigger risk signals — including unusual booking velocity, mismatched payment details, or repeated failed payments — may result in temporary holds, additional verification requests, or account suspension. Host-level accounts must also complete KYC (Know Your Customer) identity verification before receiving payouts — see the Host Agreement for what that requires.

8. Acceptable Use

You may use Spukkles only for lawful property hosting and management purposes. Prohibited uses include: facilitating illegal rentals; discriminating against guests on protected characteristics; misusing guest personal data; attempting to circumvent platform fees or the payment-hold process; using the platform to launder funds; or impersonating other users. Violations may result in immediate account termination and referral to relevant authorities.

9. Intellectual Property

All software, designs, algorithms, and platform content are owned by Spukkles Technologies. Your property listings, guest communications, and uploaded media remain your property. By uploading content you grant Spukkles a non-exclusive licence to display and distribute that content for the purpose of operating the platform.

10. Limitation of Liability

Spukkles is not liable for: lost bookings or revenue; pricing decisions made based on Spukkles' algorithmic pricing and revenue recommendations; delays in fund release attributable to third-party payment processors; tax penalties arising from inaccurate self-assessment; or disputes between hosts and guests. The platform is provided “as-is.” To the maximum extent permitted by applicable law, our aggregate liability to you shall not exceed the total platform fees paid by you in the 3 months preceding the claim.

11. Changes to These Terms

Spukkles may update these terms from time to time. Material changes will be notified by email and in-app notification at least 14 days before taking effect. Continued use of the platform after the effective date constitutes acceptance of the revised terms.

12. Governing Law

These terms are governed by the laws of the jurisdiction in which you are registered as a host. Where no registration jurisdiction is specified, Kenyan law applies as the default. Disputes shall first be submitted to Spukkles' internal dispute resolution process, and thereafter to binding arbitration or the courts of the applicable jurisdiction.

13. Contact

Legal & compliance inquiries: legal@spukkles.com
Support: support@spukkles.com