Terms of service

Muraho is a marketplace. We list properties for short stays and for long-term rent in Rwanda, take booking requests, carry messages between the two sides and keep the records of what was agreed. We are not the owner, landlord, hotel or agent of any property.

Your booking contract is with the host, not with Muraho. The host decides whether to accept a request, provides the stay or the tenancy, and is responsible for the property, its condition, its licences and its taxes. Our own obligation is to run the platform and to handle your data as the privacy policy describes.

• You must be 18 or over to hold an account and to book.
• You can ask us to delete your account at any time from Account settings, and we act on it within 30 days. Because the account is shared, this also closes it on Enjoy Kigali. We keep only what the law requires, as our privacy policy explains.
• Give accurate details and keep them up to date. One person, one account.
• Keep your password and the one-time codes we send private. Tell us if you think someone else has used your account.
• We may limit sign-in attempts, lock an account after repeated failures, and require a code sent by email before unlocking it.

Short stays. You choose dates, guests and, at a hotel, a room type. The price you are shown is the price stored with the request: nights at the rate for each night, plus any cleaning fee, the add-ons or package you chose, and the service fee. A request is not a booking until the host confirms it. A request the host has not answered by the check-in date lapses.

Long-term leases. A monthly booking quotes the months, the rent and the deposit. When the host confirms, Muraho generates a lease from the agreed terms. Guest and host sign it in the app; we record who signed, when, from which address, and a hash of the exact text signed. The lease starts once both have signed.

Capacity and house rules. Stay within the number of guests booked and the house rules on the listing. Hotels must record a registration card at check-in, including identity details, because Rwandan accommodation rules require it. A host may refuse check-in if those details are refused.

Prices are in the currency shown on the listing, normally Rwandan francs. Muraho's platform fee is 10% of the stay (cleaning fees excluded). It is shown in the price breakdown and included in the total you pay the host, and the host pays it over to Muraho.

We never hold your money. You pay the host directly: Muraho gives you a dial code that pays the host's MTN MoMo number from your handset, so the money goes straight to the host and never passes through Muraho. You then report the transaction and the host confirms receipt in the app. Until the host confirms, the booking is not paid. If Muraho ever offers a payment request inside the app, the payment will be split as it is made, so the host's share goes straight to the host. We never receive your MoMo PIN.

You are responsible for the amount you authorise. If the amount or currency we are told differs from the booking total, we flag the payment and do not treat the booking as settled until it is resolved.

Every listing carries one of Muraho's cancellation tiers — Flexible, Moderate or Strict — and a host may publish additional refund rules on the listing. The tier that applied when you booked, read in Kigali time, decides what is refundable.

• A host who cancels a confirmed booking owes the guest the full amount paid.
• A guest who cancels is refunded according to the tier and any rules shown on the listing.
• Because MoMo is paid straight to the host, a refund on such a payment is owed and paid by the host. Muraho records what is owed, posts it into the booking conversation and chases it, but does not hold the money.
• A no-show, or a guest refused at check-in for refusing to register, is treated as a cancellation on the day.

Lease deposits. A deposit is recorded as held. After the lease ends the host returns it, returns part of it, or forfeits it, and must give a reason the tenant can see. Disputes over a deposit are between tenant and landlord; Muraho can show both sides the record.

• Apply, and list only once Muraho has approved you. We may decline or withdraw approval.
• Describe the property honestly: address, capacity, room types, photos of that property, prices, fees and what is included. Keep the calendar accurate.
• Hold the licences, permits and insurance your property needs, meet Rwandan accommodation and tax rules, and issue EBM receipts where they are required. Muraho stores the receipt you provide; issuing it is yours.
• Honour confirmed bookings at the price agreed, and answer guests through Muraho.
• Keep guest data for no longer than you need it and only for running the stay. Do not market to guests who have not agreed to it.
• You are responsible for everyone you add to your team and for what they do with the access you grant them. Payouts and team management stay with the owner.

• Platform fee. 10% of each stay booked through Muraho (cleaning fees excluded). It is shown in the guest's price breakdown, and you owe it to Muraho on every stay, including where the guest paid you directly.
• Monthly fee. US$70 per month, plus applicable taxes, for using Muraho as a host.
• Other features cost extra, at the price shown before you turn them on.
• Fees already paid are not refundable unless the law requires it. We give you at least 30 days' notice before we change a fee.

You run your property as an independent business, and Muraho is not a party to your stays or leases. You are responsible, and liable, for your property, your services, your staff and everything you do or fail to do. In particular, you:

• hold and keep every licence, permit, registration and insurance your property and business need;
• comply with consumer-protection law and every other law and regulation that applies to you, including accommodation, tax, health and safety rules;
• handle and resolve complaints and disputes with your guests and tenants, including refunds, deposits and damage, and are liable for them;
• will cover Muraho for any claim, loss, fine or cost that arises from your property, your services, your dealings with guests or your breach of these terms or the law.

When you record guests in the host tools yourself — walk-in, phone, agency or other-channel guests, check-in cards, identity details, notes and housekeeping — you decide why that data is collected and you are its data controller. Muraho processes it on your behalf as your data processor, under Article 47 of Law N° 058/2021 of 13/10/2021 relating to the protection of personal data and privacy. By using the host tools you and Muraho agree that Muraho will:

• process that data only to provide the host tools to you, and on your documented instructions;
• make sure everyone at Muraho who can reach it is bound to keep it confidential;
• protect it with the security measures described in our privacy policy, including access limited to your team and to the properties each member is assigned;
• use only the sub-processors named in our privacy policy, and tell you before adding or replacing one so you can object;
• help you answer guests who exercise their rights, and with any impact assessment or consultation with NCSA;
• tell you without undue delay, and within 48 hours, after becoming aware of a breach affecting that data;
• delete copies of identity documents 30 days after the guest's last stay with you, and return or delete the rest when you stop using the host tools, unless the law requires us to keep it;
• give you the information you need to show that these obligations are met, and allow reasonable audits.

You confirm that you have a lawful basis to collect each guest's data, that you tell guests how it is used, and that you keep the guest register for as long as Rwandan law requires.

The records your business creates or keeps on Muraho belong to you: listings, photos, descriptions, prices and calendars, bookings, the guests and check-ins you record, payments you log, housekeeping and maintenance records, and your team. Muraho does not own them. You give us only the rights needed to run the service for you and to publish what you choose to list (see “Reviews and content”).

• Access and copy. An owner can download a complete copy at any time from Account settings, in a structured, machine-readable format, at no charge.
• Correction. You can correct your business details and records yourself, or ask us to.
• No other use. We use your business data only to provide the service, to keep it secure and to meet the law, plus anonymous statistics that do not identify your business. We do not sell it, and we do not share it with other hosts, businesses or advertisers.
• When you leave. You can take a full copy first. Within 90 days of closing your host account we delete or anonymise your business data, except records the law requires us to keep and booking and payment records your guests still need, which we keep only for those purposes.
• Your people. Owners, contact persons and team members also have the rights over their personal data described in our privacy policy.

• Muraho does not use AI on your data. Across our services the only AI service is Google Gemini, which Enjoy Kigali uses through Google Cloud to summarise public news; it receives no Muraho data.
• Messages between guests and hosts are translated automatically by Google Cloud Translation, under Google Cloud's business terms, which do not allow Google to use the data to train its models. Translations can be wrong.
• We use these services, and the other providers named in our privacy policy, to run Muraho and because we have a legitimate interest in offering these features. Data may be processed outside Rwanda only as our privacy policy describes and the law allows. You can object by writing to our Data Protection Officer.
• Before we use AI on personal data or add an AI service, we will update our privacy policy, obtain any authorisation the law requires, and ask for consent where the law requires it. Hosts agree that we use the providers named in our privacy policy as sub-processors for the guest data they control, and tell their guests about it.

After a completed stay a guest may leave one rating and comment for that booking. Reviews must be your own honest experience, and you may not review a property you run. We may hide a review that is abusive, false, off-topic, or an attempt to extort a host, and we record the reason for doing so. Only we can hide a review.

We do not tolerate objectionable content or abusive users. In reviews, messages, photos, listings and anything else you post, do not include:

• harassment, threats, bullying, or encouragement of self-harm;
• hate speech or attacks on people for their ethnicity, nationality, religion, sex, disability or other protected grounds, including genocide ideology or divisionism as Rwandan law defines them;
• sexual or violent content, or content that exploits children;
• spam, scams, fake reviews or advertising for other services;
• someone else's personal data without their agreement, photos of people who have not agreed to be posted, or anything unlawful.

Tell us about anything that breaks these rules at [email protected]. We review reports promptly, remove content that breaks them, and suspend or close the accounts of people who post it.

You keep ownership of the photos and text you upload, and you give Muraho permission to show and distribute them for the purpose of running and promoting the service. Do not upload anything you have no right to use.

• Taking a booking or payment outside Muraho to avoid the service fee, after meeting through Muraho.
• False listings, false identities, or claiming a property you do not control.
• Discrimination against guests or hosts on grounds the law protects.
• Scraping, probing or overloading the service, or trying to reach another user's data.
• Using Muraho for anything unlawful.

We may suspend or close an account, take down a listing or cancel a booking where these terms are broken, where the law requires it, or where we reasonably believe there is fraud or a risk to someone's safety. Where we can, we will say why. Money already owed between guest and host remains owed.

We provide Muraho as it is and do not promise it will always be available or free of faults. Muraho is a platform, not a party to the stays and leases made on it. Hosts are independent businesses: we do not control them or their properties, and we are not liable for their actions, omissions or obligations, for the condition of a property, for what a host or guest does, or for a stay that fails to meet your expectations.

Nothing here excludes liability that cannot be excluded under Rwandan law, including for death, personal injury or fraud caused by us. Otherwise, our liability to you is limited to the fees Muraho earned on the booking the claim is about.

A dispute about a stay or a lease (its condition, a refund, a deposit or damage) is between the guest or tenant and the host, and the host is responsible for resolving it. Muraho is not a party to it, but we can show both sides the booking, payment and message record. For a problem with Muraho itself, tell us first; most are settled fastest that way. These terms are governed by the laws of Rwanda, and the courts of Kigali have jurisdiction.

We may update these terms as Muraho changes. The new version is posted here with a new date, and we will tell you by email or in the app when a change is significant. Bookings already confirmed keep the terms that applied when they were made.

Silkroad Africa LTD (company code 156892165)
Kagara, Nyabisindu, Remera, Gasabo, Umujyi wa Kigali, Rwanda
Email: [email protected]

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