Terms of Service

1. INTRODUCTION AND ACCEPTANCE OF TERMS

1.1 About TurfBook

TurfBook is a mobile-first digital marketplace and payments platform operated by Ball Hub, a sole proprietorship registered in the Republic of Kenya under the Registration of Business Names Act and trading as “TurfBook” (hereinafter referred to as “TurfBook,” “we,” “us,” or “our”). TurfBook connects football players who wish to book football pitches (“Turfs”) with turf owners and operators who list their facilities on the Platform, and provides additional services that enable players to split the cost of a booking, find other players to fill a game, and manage payments through a closed-loop wallet integrated with M-Pesa.

The Platform is accessible via mobile applications on Android and iOS devices (bundle identifier africa.turfbook.app), a marketing and self-service web presence at turfbook.africa, and an internal administrative dashboard used solely by authorised TurfBook personnel.

1.2 The Platform

For the purposes of these Terms, the “Platform” means, collectively:

• the TurfBook mobile applications for Android and iOS;
• the marketing website at turfbook.africa;
• the public payment pages at turfbook.africa/pay/[code] and the public game pages at turfbook.africa/games/[code];
• the internal administrative dashboard operated by TurfBook personnel;
• all related application programming interfaces, services, content, tools, and features made available by TurfBook;
• any update, modification, enhancement, or new feature added to any of the foregoing.

1.3 Agreement to Terms

By downloading, installing, accessing, registering for, or using any part of the Platform, you confirm that you have read, understood, and agreed to be bound by these Terms of Service (the “Terms”) and by the TurfBook Privacy Policy, which is incorporated by reference and forms an integral part of these Terms. If you do not agree to these Terms or the Privacy Policy, you must not access or use the Platform. These Terms constitute a legally binding agreement between you and Ball Hub, trading as TurfBook.

Where you use the Platform on behalf of a business, organisation, or other legal entity, you represent and warrant that you have the authority to bind that entity to these Terms and that “you” in these Terms includes that entity.

1.4 Eligibility

To register for or use the Platform you must:

• be at least eighteen (18) years of age;
• have the legal capacity to enter into a binding contract under the laws of the Republic of Kenya;
• hold a valid Kenyan mobile phone number registered in your own name and capable of receiving SMS and authorising M-Pesa transactions;
• not have been previously suspended, terminated, banned, or removed from the Platform by TurfBook;
• not be a person with whom TurfBook is prohibited from doing business under any applicable sanctions, anti-money-laundering, or other regulatory regime; and
• comply at all times with all applicable laws, regulations, and these Terms.

The Platform's services (including Bookings, Wallet top-ups and spending, Split Payments, Games, and the M-Pesa payment rails on which all of these operate) are currently operated for use within the Republic of Kenya; the geographic scope is described in Section 1.5. There is no general residency requirement on your account, and you may continue to use the Platform from outside Kenya to the extent that the underlying services are available to you.

The Platform is not intended for and may not be used by any person under the age of eighteen (18) years. TurfBook does not knowingly collect personal data from minors. If we become aware that a minor has registered for the Platform, we will deactivate the account and delete the associated personal data in accordance with Section 33 of the Data Protection Act, 2019.

1.5 Geographic Scope and Currency

The Platform is currently available exclusively in the Republic of Kenya. All prices, payments, refunds, and Wallet balances are denominated in Kenyan Shillings (KES). The exclusive payment method on the Platform is M-Pesa, operated by Safaricom PLC, processed through our authorised payments partner. TurfBook may from time to time extend the Platform to additional markets, currencies, or payment methods, in which case these Terms shall be updated accordingly and affected users notified.

1.6 Modification of Terms

TurfBook reserves the right to modify, amend, or update these Terms at any time. Where the modification is material, we will notify affected users through in-app notification, SMS to the registered phone number, or both, at least fourteen (14) days before the modification takes effect. Modifications to commission rates applicable to Turf Owners shall be notified at least thirty (30) days in advance, in accordance with Section 6.4.1. Your continued use of the Platform after the effective date of any modification constitutes your acceptance of the updated Terms. If you do not agree to a modification, you must discontinue use of the Platform and may delete your account in accordance with Section 18.

1.7 Scope of Application

These Terms apply to all users of the Platform, including but not limited to Players, Turf Owners, Staff, Web Payers, Game Joiners, and Administrators. Specific provisions applicable to each user type are set out in the sections designated for that user category. Where a general provision conflicts with a user-specific provision, the user-specific provision shall prevail for that category of user.

2. DEFINITIONS

In these Terms, unless the context otherwise requires, the following words and expressions shall have the meanings assigned to them, and other capitalised terms shall have the meanings given to them in the body of these Terms:

“Administrator” means an authorised employee, contractor, or agent of TurfBook with administrative access to the Platform, subject to the authentication and audit controls set out in Section 8.

“Booking” means a confirmed reservation of one or more consecutive hourly Slots at a Turf made by a Player through the Platform and identified by a unique booking reference beginning with the prefix “TB-”.

“Booking Date” means the calendar date on which the Booking is scheduled to take place.

“Commission” means the percentage of the gross Booking value retained by TurfBook as its service fee, set in accordance with Section 6.4.1.

“Contributor” means a person who pays any portion of a Split Payment, including the Organizer.

“DPA” means the Data Protection Act, No. 24 of 2019 of the Laws of Kenya and any subordinate regulations, guidance notes, or directives issued under it.

“Force Majeure Event” has the meaning given in Section 10.5.

“Game” means a game posting created on the Platform through the Need Players feature, allowing other Players or Game Joiners to discover and join the game.

“Game Joiner” means a person who joins a Game, whether as a registered Player or, in the case of a guest joiner, by providing a name and Kenyan phone number.

“Host” means, in respect of a FROM_BOOKING Game, the Player who created the underlying Booking and is responsible for receiving any direct payments from Game Joiners.

“Kopo Kopo” means Kopo Kopo Inc., the authorised payments partner used by TurfBook to process M-Pesa STK Push transactions and M-Pesa Business-to-Customer disbursements.

“M-Pesa” means the mobile money transfer service operated by Safaricom PLC.

“No-Show” means the failure of a Player to attend a confirmed Booking without having cancelled the Booking through the Platform before the Booking start time.

“Organizer” means the Player who creates a Split Payment or a Game and is responsible for managing it on the Platform.

“OTP” means a one-time password sent by SMS to a user's registered phone number for the purposes of authentication.

“Payment Processing Fee” means the fee of 0.6% of the displayed Booking amount added to the M-Pesa STK Push prompt to cover the costs of payment processing, in accordance with Section 9.3.

“Personal Data” has the meaning given to it in the DPA.

“Platform” has the meaning given in Section 1.2.

“Player” means a natural person who has registered an account on the Platform for the primary purpose of discovering, booking, paying for, organising, and participating in football activity at Turfs.

“Privacy Policy” means the TurfBook Privacy Policy published at turfbook.africa/privacy, as updated from time to time.

“Reserved Status” means the state of a Split Payment in which at least fifty percent (50%) of the Total Amount has been collected, the underlying Slot is held exclusively for the group, and a reservation deadline applies, the length of which depends on how far in the future the Booking is, as set out in Section 5.6.3.

“Slot” means a one-hour bookable time period at a specific pitch within a Turf.

“Split Payment” means a payment arrangement created on the Platform by an Organizer that allows multiple Contributors to pay portions of a single Booking, identified by a unique link code and accessible at turfbook.africa/pay/[code].

“Staff” means an employee or agent of a Turf Owner to whom that Turf Owner has granted limited Platform access through a six-digit PIN, subject to the permission controls set out in Section 7.

“STK Push” means the M-Pesa Sim Tool Kit prompt method used to request a payment authorisation directly to a user's registered M-Pesa phone.

“Total Amount” means, in respect of a Split Payment, the full price of the underlying Booking, being the sum of all Contributor slots.

“Turf” means a football pitch facility, whether artificial or natural grass, listed on the Platform by a Turf Owner.

“Turf Owner” means a natural or legal person who owns, operates, or is authorised to manage a Turf and who has registered that Turf on the Platform.

“Wallet” means the closed-loop, Kenyan Shilling-denominated account maintained by TurfBook for each registered user in accordance with Section 5.5.

“Wallet Credit” means a positive balance in a Wallet, expressed in Kenyan Shillings, redeemable only on the Platform in accordance with Section 5.5.

“Web Payer” means a person who pays a Slot of a Split Payment via the public web page at turfbook.africa/pay/[code] without holding a TurfBook account.

3. NATURE OF THE PLATFORM AND ROLE OF TURFBOOK

3.1 Marketplace Model

TurfBook operates as a technology marketplace and payments facilitator that enables connections and transactions between Players and Turf Owners. TurfBook does not own, operate, manage, maintain, control, inspect, certify, or supervise any Turf listed on the Platform. The listing of a Turf does not constitute an endorsement, recommendation, guarantee, or warranty by TurfBook of that Turf, its safety, its condition, its suitability for any particular use, or the conduct of its owner or staff.

3.2 Three Distinct Services

The Platform provides three distinct categories of service, each with its own legal and financial characteristics that you should understand before using them:

• Bookings (reference prefix “TB-”): TurfBook facilitates and processes the payment from Player to Turf Owner for a reservation at a Turf. TurfBook deducts Commission and the Payment Processing Fee, and disburses the net amount to the Turf Owner. The contractual relationship for the provision of the football pitch is between the Player and the Turf Owner; TurfBook is an intermediary.
• Split Payments (reference prefix “SP”): TurfBook enables an Organizer to collect contributions from multiple Contributors for a single Booking. TurfBook holds the Slot during the reservation window, processes each contributor's payment, manages refunds in accordance with these Terms, and converts the Split Payment into a Booking when fully funded. Special rules apply to Organizer forfeiture on reservation expiry (Section 5.6.4).
• Need Players / Games (reference prefixes “GC”, “GJ”, “GR”): TurfBook enables an Organizer to advertise an open game and allows other Players to discover and join. Three Game sources exist (CREATED, FROM_BOOKING, and FROM_SPLIT), each with different payment characteristics. FROM_BOOKING Games are a discovery service only: TurfBook does not collect or hold payment between the Host and Joiners (see Section 5.7.3).

3.3 Relationship Between Users

When a Player completes a Booking through the Platform, a direct contractual relationship arises between that Player and the relevant Turf Owner for the use of the Turf. TurfBook is not a party to that contractual relationship and is not liable for any breach, dispute, injury, loss, or damage arising from or in connection with it, except to the extent expressly set out in these Terms and except to the extent that such limitation is prohibited by applicable Kenyan law.

Where Players interact with one another on the Platform (for example, by joining a Game, paying a Split Payment Slot, or communicating in a Game chat), the relationship between those Players is between themselves directly. TurfBook provides the technology that enables the interaction but does not control the conduct of users.

3.4 No Employment or Agency Relationship

Nothing in these Terms shall be construed as creating an employment, partnership, joint venture, agency, or fiduciary relationship between TurfBook and any Player, Turf Owner, Staff member, or Game Joiner. Turf Owners are independent operators. Staff are employees or agents of the respective Turf Owners and not of TurfBook. Players use the Platform in their personal capacity.

3.5 No Endorsement

The appearance of any Turf, Turf Owner, Player, or Game on the Platform does not constitute an endorsement or recommendation by TurfBook. Search rankings, featured placements, ratings, reviews, and similar signals are derived from algorithms, user input, and operational data and are provided for informational purposes only.

3.6 Accuracy of Information

Information displayed on the Platform regarding Turfs (including pricing, hours of operation, amenities, photographs, rules, and availability) is provided by Turf Owners. TurfBook does not independently verify this information on a continuous basis and does not warrant its accuracy, completeness, or timeliness. You are advised to confirm critical details with the Turf Owner before relying on them.

4. USER ACCOUNTS AND REGISTRATION

4.1 Account Creation

Use of substantially all features of the Platform requires the creation of a user account. Account creation is completed exclusively through phone number verification using OTP. You must provide a valid Kenyan mobile phone number that you control and a name by which you will be identified on the Platform. Provision of an email address and a profile photograph is optional.

4.2 Authentication

The Platform uses the following authentication mechanisms, each tied to the relevant user type:

• Players and Turf Owners authenticate using a Kenyan phone number and a six-digit OTP sent by SMS. OTPs are valid for five (5) minutes from issuance and may be entered a maximum of five (5) times per code. OTP requests are rate-limited to three (3) requests per thirty (30) minutes per phone number, and OTP verifications are additionally rate-limited per network address. A phone number that accumulates ten (10) failed verification attempts within a rolling sixty (60) minute window is locked from further verification for the remainder of that window and is sent a security-alert SMS notifying you of the failed attempts.
• Staff authenticate using their Turf Owner's phone number and a six-digit PIN issued by the Turf Owner. Five (5) consecutive incorrect PIN attempts result in a fifteen-minute (15-minute) lockout. Staff sessions are valid for twelve (12) hours, after which re-authentication is required.
• Administrators authenticate using an email address, a password subject to TurfBook's internal password policy, and time-based one-time password (TOTP) two-factor authentication, which is mandatory.

4.3 Account Information

You are responsible for providing accurate, current, and complete information during registration and for keeping that information updated. TurfBook may suspend or terminate accounts that contain inaccurate, outdated, or incomplete information, or where the phone number used for registration ceases to be operational or is reassigned by the mobile network operator.

4.4 Account Security

You are solely responsible for maintaining the confidentiality and security of your account credentials, including any OTPs, PINs, passwords, and TOTP secrets that have been issued to you, and for safeguarding the SIM card associated with your registered phone number. You must notify TurfBook immediately at support@turfbook.africaof any unauthorised use of your account or any other actual or suspected breach of security affecting your account. TurfBook shall not be liable for any loss or damage arising from your failure to safeguard your account credentials or to notify TurfBook promptly.

4.5 One Account Per Person

Each natural person may maintain only one (1) active Player account. Each Turf Owner may register multiple Turfs but only one (1) account. Creating, holding, or using multiple accounts is a material violation of these Terms and may result in suspension or termination of all associated accounts and forfeiture of any Wallet balance held in those accounts, in accordance with Section 18.

4.6 Account Suspension and Termination by TurfBook

TurfBook may, at its sole and reasonable discretion, suspend, restrict, or terminate any account (or any feature of the Platform available to that account) immediately and without prior notice where:

• the account holder has materially breached these Terms, the Privacy Policy, or any applicable law or regulation;
• TurfBook reasonably suspects fraudulent, abusive, or otherwise unlawful activity in connection with the account;
• continued operation of the account presents a risk of harm to other users, to TurfBook, or to the integrity of the Platform;
• required by a court order, regulator, or law enforcement authority;
• the account has been inactive for a continuous period of twelve (12) months or more.

Suspensions may be temporary (typically one (1) to four (4) weeks) or permanent, depending on the severity of the violation. Where reasonably practicable and not prejudicial to an investigation, TurfBook will notify the affected user of the action taken and the reason for it. The account holder may appeal a suspension or termination by contacting support@turfbook.africa.

4.7 Platform Security Measures

The Platform incorporates the following security measures, designed to protect your account and (where applicable) your funds. These are summarised here for transparency; the technical and organisational controls in their full form are set out in the Privacy Policy Section 8:

• changes to a Turf Owner's M-Pesa payout destination are subject to a twenty-four (24) hour cooling-off period with multi-channel notification, as set out in Section 6.4.4;
• all TurfBook Administrator access requires mandatory time-based one-time password (TOTP) two-factor authentication;
• session credentials on mobile devices are stored in the operating-system secure keystore (Android Keystore, iOS Keychain);
• refresh tokens rotate on every use, and any detected re-use of a rotated token automatically revokes all sessions associated with the affected account;
• failed OTP verifications are rate-limited and lockout-protected, and trigger a security-alert SMS to the affected phone number;
• every login event and every money-moving action is recorded in an append-only platform-wide security audit log, retained as set out in the Privacy Policy.

5. TERMS APPLICABLE TO PLAYERS

5.1 Player Registration

To register as a Player, you must provide your full name and a valid Kenyan mobile phone number verified via OTP. Provision of an email address, profile photograph, and location data is optional but enables additional features. By enabling location services on your device, you consent to TurfBook processing your geographic location data to display Turfs sorted by proximity and to provide location-based search results.

5.2 Browsing and Search

Players may browse Turfs by name, location, available time, pitch size, and other filters, and may save Turfs as Favorites. Search results are provided on an “as-is” basis and reflect the information provided by Turf Owners. TurfBook does not guarantee the accuracy of search results, including but not limited to Turf availability, pricing, or amenity information.

5.3 Bookings

5.3.1 Making a Booking

A Booking is created when you select a Turf, pitch, date, and one or more consecutive one-hour Slots, and complete payment. Until payment is confirmed by our payments partner, the Booking has the status “Payment Pending” and the Slot is held on a provisional basis only. If payment is not confirmed within approximately ninety (90) seconds of initiation, the provisional hold is released and the Slot becomes available to other Players. A Booking is treated as confirmed only upon successful receipt of payment by TurfBook through its payments partner.

5.3.2 Payment in Full

The full price of every Booking is payable at the time of Booking via M-Pesa. You pay one hundred percent (100%) of the Booking value when you make the Booking, and no further payment is due at the Turf.

5.3.3 Booking Confirmation

Upon confirmation of payment, you will receive a Booking confirmation via SMS to your registered phone number and via push notification (where enabled). The confirmation includes a unique booking reference beginning with “TB-”, the Turf name and address, the date and times of the Booking, the pitch, and the amount paid. You should retain this confirmation for your records.

5.3.4 Pre-Game Reminders and Post-Game Prompts

As part of the service, you will receive a single pre-game reminder approximately two (2) hours before your Booking start time, delivered as a combined SMS and push notification (the latter where enabled). You may also receive a push notification approximately two (2) hours after the Booking end time prompting you to rate and review the Turf. These notifications form part of the Booking service and cannot be individually disabled while the relevant Booking is active.

5.4 Cancellation and Refund Policy

5.4.1 Player-Initiated Cancellation — Tiered Wallet Refund

Where you cancel a confirmed Booking, the refund amount depends on the time remaining before the Booking start time at the moment cancellation is recorded by the Platform:

• More than twelve (12) hours before the Booking start time: one hundred percent (100%) of the amount you paid is refunded to your TurfBook Wallet as Wallet Credit.
• Between three (3) and twelve (12) hours before the Booking start time: fifty percent (50%) of the amount you paid is refunded to your Wallet as Wallet Credit. The remaining fifty percent (50%) is retained by the Turf Owner as compensation for the loss of the Slot, which was reserved exclusively for your Booking and which the Turf Owner is unlikely to be able to re-sell at such short notice.
• Less than three (3) hours before the Booking start time: no refund is issued. The amount you paid is forfeited in full and retained by the Turf Owner as compensation for the loss of the Slot.
• After the Booking start time: cancellation is not available through the Platform. The Booking is treated as completed for the purposes of refund eligibility, irrespective of whether you attended.

For the avoidance of doubt: all refunds under this Section 5.4.1 are issued as Wallet Credit in Kenyan Shillings, not as M-Pesa cash. Wallet Credit may be used to pay for any subsequent Booking, Wallet Top-Up, Game, or Split Payment on the Platform, at any Turf, and does not expire. The percentages above apply to the amount actually paid via the Platform.

Where you cancel a Booking that was originally paid for by way of Split Payment in which you were the Organizer, the same tiered percentages apply to your individual Contributor share. Contributions of other Contributors are refunded in full to their respective destinations (Wallet for registered Players; M-Pesa for Web Payers) regardless of the cancellation timing.

Tiered refund percentages are calculated on the displayed Booking amount and do not include the Payment Processing Fee, which is non-refundable in all cases.

5.4.2 Turf Owner-Initiated Cancellation

Where a Turf Owner cancels a confirmed Booking, you will receive a full refund of the amount you paid via the Platform, credited to your Wallet as Wallet Credit, regardless of how close to the Booking start time the cancellation occurs. TurfBook may apply additional consequences to the Turf Owner under Section 6.5.3 and Section 6.9.

5.4.3 Player No-Show

If you fail to attend a confirmed Booking without cancelling it through the Platform before the Booking start time, no refund will be issued. The Turf Owner may, at their discretion, record the Booking as a No-Show. Repeated No-Shows may, at TurfBook's discretion under Section 5.9 and Section 4.6, result in suspension or termination of your account.

5.4.4 Cancellation Due to Platform Action

Where TurfBook cancels a Booking (for example, in the resolution of a dispute, on the suspension of a Turf, or for operational or compliance reasons), you will receive a full refund of the amount you paid via the Platform, credited to your Wallet as Wallet Credit, unless the cancellation arises from your own breach of these Terms in which case the Wallet refund may be reduced or withheld at TurfBook's reasonable discretion.

5.4.5 Reschedule

You may not unilaterally reschedule a confirmed Booking. To change the time of a Booking you must first cancel it (subject to the refund tier in Section 5.4.1) and create a new Booking at the desired time using the refunded Wallet Credit.

5.5 The TurfBook Wallet

5.5.1 Nature of the Wallet

The TurfBook Wallet is a closed-loop, Kenyan Shilling-denominated account maintained by TurfBook for each registered user. The Wallet is a record of credits and debits maintained by TurfBook in its books. It is not a bank account, not an electronic money account, not a deposit-taking facility, and does not bear interest. The Wallet exists exclusively to facilitate payments for goods and services obtained on the Platform.

5.5.2 Funding the Wallet (Top-Up)

You may add funds to your Wallet by initiating a top-up of any amount within the limits displayed on the Add Money screen. Top-ups are processed via M-Pesa STK Push. The amount you instruct M-Pesa to send is increased by the Payment Processing Fee of 0.6% to cover the cost of payment processing; the amount credited to your Wallet on successful completion is the amount you instructed (excluding the Payment Processing Fee). Top-ups have the status “Initiated” while awaiting confirmation, “Processing” while being verified with M-Pesa, and either “Completed” or “Failed” thereafter. Top-up references begin with the prefix “WT”.

5.5.3 Spending from the Wallet

Wallet Credit may be used in whole or in part to pay for any Booking, Wallet Top-Up, Game participation, Split Payment contribution, or any other paid service made available on the Platform. Where the Wallet balance does not cover the full amount of a transaction, the Platform may offer to split the payment between the Wallet and an additional M-Pesa STK Push for the remaining balance (“Split-Tender”). During a Split-Tender transaction the Wallet portion is held on a pending basis until both legs of the transaction are confirmed.

5.5.4 Refunds Credited to the Wallet

Refunds payable to registered Players under any provision of these Terms (including but not limited to Sections 5.4.1, 5.4.2, 5.4.4, 5.6.5, and 5.7.8) are credited to the Player's Wallet as Wallet Credit in Kenyan Shillings. Refunds payable to Web Payers (anonymous payers without a TurfBook account) are processed by way of M-Pesa Business-to-Customer disbursement to the phone number from which payment was originally made, with a target processing time of twenty-four (24) to forty-eight (48) hours.

5.5.5 No Cash-Out

The Wallet is closed-loop. Wallet Credit is not redeemable for cash, is not transferable between users, is not redeemable for M-Pesa, and may not be withdrawn from the Platform. Wallet Credit does not expire.

5.5.6 Wallet Balance on Account Deletion

You may not delete your account while your Wallet holds a positive balance. Before deletion can be completed, you must spend, gift through the use of a Booking, or otherwise exhaust your Wallet balance. The Platform will display your current Wallet balance when you initiate account deletion. This requirement exists to ensure that no user loses value at the point of leaving the Platform.

5.5.7 Wallet Ledger

Every credit and debit to your Wallet is recorded in an immutable internal ledger maintained by TurfBook. You may view your Wallet transaction history within the Platform. TurfBook may make administrative adjustments to your Wallet balance in cases of demonstrable error, regulatory requirement, fraud, or in the resolution of a dispute; any such adjustment will be recorded in the ledger.

5.6 Split Payment

5.6.1 Setup, Eligibility, and Modes

Split Payment enables an Organizer to reserve a Booking and to collect contributions from up to twenty-two (22) Contributors (the Organizer included).

A Split Payment may only be initiated where the underlying Booking is more than three (3) hours away from its start time. Split Payment cannot be created for a Booking that starts in three (3) hours or less; in that case the Booking must be paid for in the ordinary way under Section 5.3.

Two modes are available:

• Equal: the Organizer selects the number of Contributors and the Total Amount is divided equally.
• Custom: the Organizer defines named slots with individual amounts, summing exactly to the Total Amount. Each slot must be at least Kenyan Shillings fifty (KES 50).

Upon creation, the Platform issues a unique link code accessible at turfbook.africa/pay/[code]. The Organizer is required to pay their own contribution first via M-Pesa STK Push, after which the Split Payment enters the “Collecting” status and the share link may be distributed by the Organizer to intended Contributors.

5.6.2 Organizer Responsibilities

As the Organizer of a Split Payment, you are solely responsible for selecting the Turf, pitch, date and time of the underlying Booking; for choosing the split mode and slot configuration; for distributing the share link to your intended Contributors; for managing the collection of contributions; and for using the “Pay Remaining” function on the Platform to top up any uncollected amount before the reservation deadline if you wish to avoid forfeiture under Section 5.6.4.

TurfBook does not contact your intended Contributors on your behalf. Only the Organizer receives SMS notifications in respect of a Split Payment; Contributors interact with the payment flow through the share link.

5.6.3 Status Lifecycle

A Split Payment progresses through one of the following statuses:

• Collecting: less than fifty percent (50%) of the Total Amount has been collected.
• Reserved: at least fifty percent (50%) of the Total Amount has been collected. The Slot is held exclusively for the group and a reservation deadline applies. The length of the reservation deadline depends on how far in the future the Booking is, measured from the time Reserved status is reached: two (2) hours where the Booking is twenty-four (24) hours or more away; one (1) hour where the Booking is twelve (12) hours or more but less than twenty-four (24) hours away; and thirty (30) minutes where the Booking is more than three (3) hours but less than twelve (12) hours away. The Organizer receives an in-app and SMS warning approximately fifteen (15) minutes before the deadline.
• Confirmed: one hundred percent (100%) of the Total Amount has been collected. A real Booking is created and individual payments are reconciled.
• Cancelled: the Organizer has manually cancelled the Split Payment before Confirmed status.
• Expired: the reservation deadline has passed without reaching Confirmed status, or the underlying Booking start time has passed before reservation was reached.

5.6.4 ORGANIZER FORFEITURE ON RESERVED EXPIRY — IMPORTANT

By initiating a Split Payment as the Organizer and by paying your initial contribution, you expressly acknowledge, accept, and agree to the consequences set out in this Section 5.6.4 in advance. These consequences are explained to you in-app at the point of Split Payment setup and again in the warning issued before the reservation deadline.

Once a Split Payment reaches Reserved status, the underlying Slot is held exclusively for the group for the duration of the reservation deadline (two (2) hours, one (1) hour, or thirty (30) minutes depending on how far in the future the Booking is, as set out in Section 5.6.3), measured from the time Reserved status is reached. During the reservation window, the Slot is unavailable to other Players and Bookings, and TurfBook incurs operational, reservation-holding, and notification costs in respect of the Split Payment.

If the Split Payment does not reach Confirmed status (one hundred percent (100%) collection) before the reservation deadline expires, the following consequences apply automatically:

• The Slot is released and becomes available to other Players;
• All amounts paid by Contributors other than the Organizer are refunded in full, to the Wallet of each registered Contributor and to the M-Pesa number of each Web Payer;
• The contribution paid by the Organizer (you) is forfeited in full and retained by TurfBook as compensation for (i) the operational cost of holding the Slot exclusively for your group during the reservation window, (ii) the lost opportunity to sell the Slot to another Player during that window, and (iii) the cost of payment processing, notifications, and reconciliation associated with the Split Payment.

You acknowledge and agree that the Organizer forfeiture is a reasonable and proportionate pre-estimate of the loss caused to TurfBook by an unfulfilled reservation; that the forfeiture is clearly disclosed to you in-app before you create the Split Payment and again before the reservation deadline expires; and that you have at all times during the reservation window the right to avoid forfeiture by either:

• collecting one hundred percent (100%) of the Total Amount from Contributors before the deadline;
• using the “Pay Remaining” function to pay the remaining balance yourself before the deadline;
• converting the Split Payment to a public Game via the “Open to Strangers” function under Section 5.6.6; or
• cancelling the Split Payment before Reserved status is reached, in which case all amounts including your own contribution are refunded in full.

For the avoidance of doubt: Organizer forfeiture applies only where the Split Payment reaches Reserved status and then expires. Where a Split Payment expires while still in Collecting status (that is, before the fifty percent (50%) reservation threshold is reached) or because the underlying Booking start time passed before reservation, all amounts including the Organizer's contribution are refunded in full to their respective destinations.

5.6.5 Refund Rules for Split Payment

Where a Split Payment terminates without reaching Confirmed status, refunds are processed as follows:

• Collecting → Expired (game time passed): full refund to all Contributors, including the Organizer.
• Collecting → Cancelled (manual cancel by Organizer): full refund to all Contributors, including the Organizer.
• Collecting → Stale Cancel (Slot booked by another Player first): full refund to all Contributors, including the Organizer.
• Reserved → Expired (deadline missed): full refund to all Contributors other than the Organizer; Organizer's contribution forfeited as described in Section 5.6.4.

Refunds to registered Players are credited as Wallet Credit. Refunds to Web Payers are processed by way of M-Pesa Business-to-Customer disbursement to the phone number from which payment was originally made.

5.6.6 Open to Strangers

While a Split Payment is in Collecting status with at least one unpaid Slot, the Organizer may convert it to a public Game (a “FROM_SPLIT” Game) so that other Players unknown to the Organizer may join and pay the open Slots. Where converted, paid Contributors retain their paid status; open Slots become available to strangers; the same reservation deadline applies; and the names of strangers who join are displayed to other Contributors as first name and last initial only.

5.7 Need Players (Games)

5.7.1 Game Sources

Three sources of Game exist on the Platform, each with distinct payment characteristics:

• CREATED: a Game built from scratch by an Organizer who selects a Turf, pitch, date, time range, total players, and price per person.
• FROM_SPLIT: a Game arising from the conversion of a Split Payment under Section 5.6.6.
• FROM_BOOKING: a discovery-only Game arising from an existing confirmed Booking; payments are made directly between Host and Joiners outside the Platform (see Section 5.7.3).

5.7.2 CREATED Games

When you create a CREATED Game, you specify the Turf, pitch, date, time range, total number of players, and price per person (auto-calculated from pitch price divided by players). Game Joiners pay through the Platform via M-Pesa STK Push; when the Game reaches full capacity, the Platform automatically converts the collected funds into a confirmed Booking. Refund mechanics on cancellation, leave, and expiry are set out in Section 5.7.8.

5.7.3 FROM_BOOKING Games — Discovery-Only Service

A FROM_BOOKING Game is created by a Player who has already paid for a confirmed Booking and wishes to advertise that they are looking for additional players to share the cost or fill empty positions. FROM_BOOKING Games are a discovery service only. TurfBook does not collect, hold, process, facilitate, or guarantee any payment between the Host and any Joiner of a FROM_BOOKING Game.

All payments between the Host and any Joiner of a FROM_BOOKING Game are arranged and made directly between them, outside the Platform. The Platform displays an explanatory notice (“Joiners pay you directly, TurfBook does not handle their money”) at the point at which a Player initiates or joins a FROM_BOOKING Game. By proceeding with a FROM_BOOKING Game as Host or Joiner, you confirm that you have read and understood this notice.

TurfBook charges no Commission and accepts no responsibility, obligation, or liability in respect of:

• the amount any Joiner agrees to pay the Host;
• whether any Joiner pays the Host, in full or at all;
• whether the Host admits the Joiner to the Booking or excludes the Joiner;
• the conduct of the Host or any Joiner before, during, or after the Booking;
• any dispute, loss, damage, or claim between Host and Joiner arising in connection with a FROM_BOOKING Game.

Joiners of a FROM_BOOKING Game expressly agree directly with the Host and acknowledge that they have no payment- related, refund-related, or service-related claim against TurfBook in respect of that Game.

5.7.4 Visibility and Privacy

Games may be created as “Public” (default) or “Reserved” (private). Public Games appear on the Platform's discovery feed and are visible to all Players. Listings display the Organizer's first name, the Turf neighbourhood, the skill level, and other non-sensitive Game details. For Reserved Games, even where the listing is shared by invitation link, the Organizer's name is displayed to invitees as first name and last initial only.

5.7.5 Game Chat

Each Game has an associated chat that is visible only to Players who have paid into that Game (and to the Organizer regardless of payment). Chat is for the purpose of coordinating the Game and must not be used for any unlawful, abusive, harassing, discriminatory, defamatory, advertising, or otherwise inappropriate purpose. TurfBook will respond to user reports of inappropriate chat content within forty-eight (48) hours and may remove content, suspend Players, or cancel Games where warranted.

5.7.6 Game Decision State Machine

Where an event (such as a Slot becoming unavailable) affects the originally requested Game time, the Platform engages a structured decision process under which (i) the Organizer may select from a list of available alternatives, (ii) paid players may accept or decline a proposed alternative, and (iii) if the Organizer fails to act within the designated window, another paid player may volunteer to take over (“Organizer Takeover”). If no decision is made or no Player takes over within the prescribed window, the Game is cancelled and refunds are processed under Section 5.7.8.

5.7.7 Joining and Leaving a Game

A Player joins a CREATED or FROM_SPLIT Game by paying the Game price via M-Pesa STK Push. Once paid, the Player appears in the Game roster and gains access to the Game chat. A Player may leave a Game at any time before the Game start time, subject to the refund rules in Section 5.7.8.

5.7.8 Refunds on Game Cancel, Expire, or Leave

For CREATED and FROM_SPLIT Games:

• Player leaves the Game before start time: refund issued in accordance with the same tiered windows as Section 5.4.1 (more than 12 hours = 100%; 3–12 hours = 50%; less than 3 hours = no refund).
• Game cancelled by Organizer: all paid players refunded in full.
• Game cancelled due to failed decision / takeover: all paid players refunded in full.
• Game expires (start time passes without reaching full capacity): all paid players refunded in full.

Refunds to registered Players are credited as Wallet Credit; refunds to guest joiners (Game Joiners without an account) are processed by way of M-Pesa Business-to-Customer disbursement to the phone number from which payment was originally made.

For FROM_BOOKING Games (discovery-only): TurfBook does not handle Joiner payments and accordingly does not process any refund between Host and Joiner. Any refund or compensation is a matter to be resolved directly between Host and Joiner.

5.8 Player Conduct

As a Player, you undertake to:

• arrive at the Turf at the booked time and comply with all reasonable rules of the Turf and instructions of the Turf Owner and Staff;
• treat Turf Owners, Staff, other Players, Game Joiners, and TurfBook personnel with respect;
• not engage in violent, threatening, abusive, harassing, discriminatory, or unlawful behaviour at any Turf or in any Platform interaction (including Game chat);
• submit only honest, fair, and first-hand ratings and reviews of Turfs at which you have completed Bookings;
• not submit fraudulent, defamatory, spam, advertising, or manipulated reviews; not coordinate with others to inflate or deflate ratings; not accept incentives in exchange for ratings;
• not attempt to circumvent the Platform to make bookings outside the Platform after discovering a Turf through the Platform;
• not use the Platform for any unlawful purpose, including money laundering, terrorism financing, tax evasion, or fraud;
• not attempt to interfere with, probe, scan, scrape, reverse engineer, or otherwise tamper with the Platform or its security; and
• comply with all applicable laws and regulations of the Republic of Kenya.

5.9 Player Violations and Consequences

Violations by Players may result in one or more of the following consequences, at TurfBook's reasonable discretion having regard to the nature and severity of the violation:

• removal of offending content (e.g., a non-compliant review or chat message);
• formal warning;
• temporary suspension of account (typically one (1) to four (4) weeks);
• permanent termination of account;
• forfeiture of Wallet balance in cases of fraud or material breach;
• referral to law enforcement where the conduct is criminal.

5.10 Ratings and Reviews

Eligible Players (those who have completed a Booking at a Turf) may submit a star rating from one (1) to five (5) stars and a written review of up to five hundred (500) characters, together with optional photographs of the Turf visit. Reviews are published on the Turf's public profile alongside your first name and may be responded to by the Turf Owner (up to three hundred (300) characters per response, editable once). You may edit your review for a limited period following submission; for removal of a published review thereafter, please contact support@turfbook.africa.

TurfBook reserves the right to remove reviews that violate Section 5.8, that are flagged and substantiated as inappropriate, or that are part of a manipulation pattern. Removed reviews are not displayed but may be retained in an internal moderation record.

5.11 Favorites and Rebooking

Players may save Turfs as Favorites and use the “Rebook” convenience to initiate a new Booking at a previously visited Turf. Neither feature guarantees availability of any particular Slot.

6. TERMS APPLICABLE TO TURF OWNERS

6.1 Turf Owner Registration and Verification

6.1.1 Registration Requirements

To register as a Turf Owner, you must provide: the owner's or manager's name; the business name; a Kenyan mobile phone number verified via OTP; the physical address and geographic coordinates of the Turf; and M-Pesa payout details (Till number, Paybill number with account, or Send Money phone number). Provision of an email address is optional. You must also upload a minimum of five (5) photographs that accurately represent the Turf, and configure pitches, pricing, opening hours, amenities, and house rules.

6.1.2 Verification Process

All Turf registrations are subject to a mandatory verification process conducted by TurfBook personnel. The verification process may include physical visits to the Turf, identity verification of the registered owner or manager, confirmation of M-Pesa payout details, and review of supplied photographs. TurfBook will use reasonable efforts to complete verification within seventy-two (72) hours of receipt of a complete registration; this is a target and not a guarantee.

6.1.3 Approval and Rejection

TurfBook reserves the absolute right to approve or reject any Turf registration in its sole discretion, including without limitation where the Turf cannot be physically verified at the stated location, where the owner's identity cannot be confirmed, where the photographs are misleading, or where TurfBook reasonably suspects fraud or misrepresentation. Where rejected, the Turf Owner will be notified and may resubmit a corrected registration or appeal the decision in writing to support@turfbook.africa.

6.2 Turf Profile and Listing

6.2.1 Required Information

After verification approval, you must complete and maintain a Turf profile including: Turf name and description (up to 500 characters); physical address with nearby landmarks; a minimum of five (5) and a maximum of ten (10) photographs; operating hours; pitch configurations including size, type, and pricing; amenities; and house rules.

6.2.2 Accuracy of Information

You are solely responsible for the accuracy, completeness, and currency of all information in your Turf profile. You warrant that all photographs you upload are current, accurately represent the Turf, and are owned by you or used with the express permission of the rights holder. Misleading or inaccurate listings may result in negative reviews, disputes, suspension of the listing, and termination of your account.

6.3 Pricing

You have sole discretion in setting prices for your Turf and may differentiate between standard, peak, weekend, and holiday pricing within the parameters supported by the Platform. All prices displayed to Players represent the price payable to you for the Booking; the Payment Processing Fee under Section 9.3 is added on top of this price at the M-Pesa STK Push prompt and is disclosed to the Player.

6.4 Commission and Earnings

6.4.1 Commission

TurfBook charges no Commission on Bookings at the present time. TurfBook is currently in an acquisition phase during which the Commission rate is set at zero percent (0%) of the gross Booking value. TurfBook reserves the right to introduce or vary the Commission rate from time to time. Any introduction of, or increase to, the Commission rate will be notified to affected Turf Owners at least thirty (30) days in advance by in-app notification, SMS, or email. Changes to the Commission rate apply only to Bookings created after the change takes effect; existing Bookings are unaffected.

6.4.2 Payment Processing Fee

In addition to any Commission, TurfBook adds a Payment Processing Fee of 0.6% of the displayed Booking amount to the M-Pesa STK Push prompt charged to the Player. This fee covers the cost of payment processing through Kopo Kopo, Safaricom STK Push, and related infrastructure. The Payment Processing Fee is paid by the Player and is not deducted from the Turf Owner's earnings. The Payment Processing Fee is non-refundable in all cases, including where a Booking is subsequently cancelled.

6.4.3 Earnings Disbursement

Earnings (gross Booking value, less any applicable Commission) are disbursed automatically to your registered M-Pesa payout destination — whether a Till number, a Paybill number with account, or a Send Money phone number — through TurfBook's payments partner. Disbursements are initiated upon successful confirmation of payment by the Player. You are responsible for ensuring that your M-Pesa payout details are accurate and operational at all times. Changes to your payout details after initial setup are subject to the cooling-off process set out in Section 6.4.4.

6.4.4 Payout-Method Changes — 24-Hour Cooling-Off

Changes to the payout destination of an existing Turf (whether the M-Pesa Till number, Paybill number with account, or Send Money phone number) are subject to a twenty-four (24) hour cooling-off period before they take effect. Where you submit such a change:

• the change is staged as a pending request;
• you are notified of the staged change by SMS to your registered phone number, by in-app push notification, and by an in-app banner on the Owner Dashboard;
• during the cooling-off window, all payouts continue to be processed to your previous payout destination, not the new one;
• you may cancel the pending change at any time before it takes effect by tapping the in-app banner and confirming;
• after twenty-four (24) hours without cancellation, the change becomes effective and subsequent payouts are routed to the new destination.

The cooling-off period exists to protect you against unauthorised payout diversion, including in the event of SIM-swap, device theft, or account compromise. The first-time setting of payout details for a newly-registered Turf takes effect immediately and is not subject to the cooling-off period; the cooling-off applies only to subsequent changes to an existing Turf's payout destination.

6.4.5 Payout Failures and Retries

Where a disbursement fails for transient reasons (such as insufficient float at the payments partner, temporary network issues, or M-Pesa downtime), the Platform places the payout in a retry queue and re-attempts disbursement on a backoff schedule until it succeeds or a terminal failure is recorded. You may view the status of payouts in the Earnings section of the Platform.

6.4.6 Payout Clawbacks (Net Settlement)

Where a Booking for which you have already received payout is subsequently refunded to the Player (for example, due to your cancellation under Section 6.5.3 or as part of dispute resolution under Section 10), the amount of the refund is owed by you to TurfBook. Rather than requiring direct repayment, TurfBook will net off the outstanding clawback amount against your future payouts, oldest clawback first, until the clawback is fully recovered. Each clawback is logged in your Earnings section. You acknowledge and accept this net settlement mechanism as a condition of participation on the Platform.

6.4.7 Transaction Records

Detailed transaction records, including gross amount, any Commission, the net amount disbursed, and any clawback, are available to you through the Earnings section of the Platform. You are responsible for retaining your own copies for tax and accounting purposes.

6.5 Booking Management

6.5.1 Calendar Management

You are responsible for maintaining an accurate and up-to-date booking calendar on the Platform, including blocking Slots reserved for walk-in customers, maintenance, private events, or any other unavailability. Failure to maintain an accurate calendar may result in double-bookings, disputes, refunds payable by you (via clawback under Section 6.4.6), and damage to your reputation on the Platform.

6.5.2 Walk-in and Blocked Slots

You may block Slots on the calendar for walk-in customers or other off-Platform Bookings. You acknowledge that blocked Slot data is recorded by TurfBook and used for analytics purposes, including off-app booking detection and to inform TurfBook's marketing strategy in accordance with the Privacy Policy.

6.5.3 Owner-Initiated Cancellation

Where you cancel a confirmed Booking, the affected Player is entitled to a full refund of the amount they paid via the Platform, credited as Wallet Credit to their Wallet (or, for Web Payers, by M-Pesa disbursement). Where you have already received payout, the refund is recovered from you under Section 6.4.6.

Repeated cancellations by you may result in formal warning, reduced search ranking, suspension of your Turf listing, or termination of your account at TurfBook's discretion under Section 6.9, taking into account the volume of cancellations, the notice provided, the reasons given, and the impact on affected Players. TurfBook reviews repeated cancellation patterns through its administrative dispute and trust processes.

6.5.4 No-Show Marking

Where a Player fails to attend a confirmed Booking, you may record the Booking as a No-Show through the Platform. You must do so accurately and in good faith; you must not mark as No-Show any Booking that the Player attended in whole or in part. Recording a No-Show does not, of itself, alter the payment outcome (the Player is not refunded; you are paid as for an attended Booking) but may contribute to TurfBook's overall trust review of the Player.

6.5.5 Player Late Cancellations and Retained Amounts

Where a Player cancels a confirmed Booking, the portion of the Booking amount that the Player does not receive back is retained by you as the Turf Owner, as compensation for the short-notice loss of the Slot. Under the tiers in Section 5.4.1, you retain fifty percent (50%) of the Booking amount where the Player cancels between three (3) and twelve (12) hours before the Booking start time, and one hundred percent (100%) where the Player cancels less than three (3) hours before the Booking start time. A Player who cancels more than twelve (12) hours before the Booking start time is refunded in full and you retain nothing. Where you have already received payout for the Booking, only the amount refunded to the Player is recovered from you by way of clawback under Section 6.4.6; the portion you retain remains yours.

6.6 Reviews and Reputation

You may respond to Player reviews of your Turf (up to 300 characters per response, editable once) and may report reviews you believe to be in breach of these Terms. You may not offer incentives for positive reviews, threaten Players for negative reviews, or engage in any review manipulation or coordination.

6.7 Staff Management

You may grant limited Platform access to your employees or agents (“Staff”) by creating Staff records on the Platform. Each Staff member is issued a six-digit PIN that you must communicate to them. You may set the permissions of each Staff member by selecting a preset (Basic, Manager, or Full Access) or by configuring individual permission flags. You may reset the PIN, change the permissions, or deactivate a Staff member at any time; such actions take immediate effect and force the Staff member to re-authenticate or, in the case of deactivation, log out.

You are solely responsible for the conduct of your Staff on the Platform. Actions taken by your Staff using their Platform access are attributable to you for all purposes under these Terms.

6.8 Turf Owner Conduct

As a Turf Owner, you undertake to:

• maintain your Turf in a condition that is safe, clean, and consistent with the description and photographs in your listing;
• honour all confirmed Bookings made through the Platform, subject only to genuine Force Majeure Events;
• not discriminate against Players on any unlawful ground;
• maintain accurate pricing, availability, amenity, and operational information on the Platform;
• not encourage, facilitate, or accept off-Platform bookings that originated from a Platform discovery in a manner intended to circumvent any Commission that may apply from time to time;
• comply with all applicable laws, regulations, permits, licences, and standards required to operate a sports facility, including health and safety, public liability insurance, and tax obligations;
• respond to Player inquiries, complaints, and disputes in a timely and professional manner; and
• not interfere with the integrity of the Platform, including by submitting false data, manipulating ratings, or attempting to access information you are not authorised to access.

6.9 Turf Owner Violations and Consequences

Violations by Turf Owners may result in one or more of the following consequences:

• removal of offending content;
• formal warning;
• reduced search ranking;
• temporary suspension of the Turf listing (typically one (1) to four (4) weeks);
• permanent ban from the Platform;
• withholding or clawback of payouts pending dispute resolution;
• referral to law enforcement where the conduct is criminal.

Fake, misleading, or fraudulent listings, and fraudulent payment activity, result in immediate and permanent removal without notice.

7. TERMS APPLICABLE TO STAFF

7.1 Staff Access

Staff access to the Platform is granted solely by Turf Owners. Staff authenticate using the Turf Owner's registered phone number and a six-digit PIN issued and managed by the Turf Owner. Staff access is limited in scope to the permissions granted by the Turf Owner.

7.2 Authentication and Session

Staff log in by entering the Turf Owner's phone number and the six-digit PIN. Five (5) consecutive incorrect PIN attempts result in a fifteen-minute (15-minute) lockout. Staff sessions are valid for twelve (12) hours, after which re-authentication is required. Where the Turf Owner resets the PIN, changes Staff permissions, or deactivates the Staff member, the Staff member's session is invalidated and the Staff member must log in again (or, in the case of deactivation, is unable to log in).

7.3 Staff Permissions

Staff permissions are configured by the Turf Owner through twenty-two (22) granular permission flags across six categories: Viewing (e.g., view bookings, view full schedule, view customer phone, view earnings, view transactions, view analytics); Booking actions (e.g., mark no-show, cancel bookings, contact player); Slot actions (e.g., block slots, unblock slots, block any day); Turf settings (e.g., edit amenities, edit rules, manage photos, edit basic info, edit hours, manage pitch holidays); Reviews (e.g., respond to reviews); and Notifications (e.g., receive booking, cancellation, or payment notifications).

Three presets are available: Basic (view bookings + block slots); Manager(operational permissions including customer contact, schedule, slot management, turf settings, reviews, and booking-related notifications); and Full Access (Manager plus earnings, transactions, and payment notifications). The Turf Owner may override the preset by toggling individual permissions.

7.4 Staff Responsibilities

Staff members acknowledge that:

• their access to the Platform is provided at the discretion of the Turf Owner and may be revoked at any time without notice;
• they must not share their PIN with any third party;
• all actions taken by them on the Platform are recorded in an audit log and attributable to the Turf Owner for all purposes;
• they must not use information obtained through the Platform (including Player contact details) for any purpose other than fulfilling their duties as authorised by the Turf Owner; and
• they are bound by the Privacy Policy in respect of Personal Data they may access through the Platform.

7.5 Audit Logging

Every material action taken by Staff on the Platform is recorded in an audit log accessible to the Turf Owner and to TurfBook Administrators. Audit log entries include the actor identity, action type, target entity, timestamp, and relevant contextual details. The audit log is append-only and is retained for the operational and compliance periods set out in the Privacy Policy.

8. TERMS APPLICABLE TO ADMINISTRATORS

8.1 Administrator Role

Administrators are authorised employees, contractors, or agents of TurfBook responsible for the operation, governance, and integrity of the Platform. Administrator access is granted by TurfBook in accordance with internal policies and is allocated to one of three roles: SUPER_ADMIN (full platform governance, including managing other Administrators and Platform configuration); ADMIN (operational management including approvals, dispute resolution, suspensions, and refunds); and SUPPORT (read-only access for support purposes; no mutating actions).

8.2 Authentication

Administrator authentication requires an email address, a password subject to TurfBook's internal password policy, and mandatory time-based one-time password (TOTP) two-factor authentication. Administrator sessions are tracked and may be remotely revoked.

8.3 Administrator Capabilities

Administrators may, subject to role and to internal policy, perform functions including:

• verifying, approving, rejecting, or suspending Turfs;
• suspending, unsuspending, or terminating user accounts;
• viewing Bookings, payments, payouts, and transaction records across the Platform;
• issuing refunds, Wallet credits, or adjustments in exceptional circumstances and in the resolution of disputes;
• resolving disputes under Section 10;
• moderating content, including reviews and Game chat;
• sending Platform announcements to defined audiences;
• managing Platform configuration including commission rates, cancellation windows, and feature flags;
• investigating fraud, abuse, and security incidents.

8.4 Administrator Audit Log

Every Administrator action is recorded in an immutable internal audit log capturing the Administrator's identity, the action, the affected entity, before/after state where applicable, a typed reason where required for destructive or financial actions, and originating IP address and user agent. The audit log is append-only; no Administrator may edit or delete entries.

8.5 Administrator Obligations

Administrators are bound by internal policies on data protection, confidentiality, conflict of interest, and ethical conduct. Administrator access to Personal Data is restricted to the extent necessary for legitimate Platform management purposes, in accordance with the Privacy Policy and the DPA. Administrators may not impersonate users except under controlled, time-boxed, and audited support processes.

9. PAYMENT TERMS

9.1 Payment Method

The exclusive payment method on the Platform is M-Pesa, operated by Safaricom PLC, processed through TurfBook's authorised payments partner, Kopo Kopo. TurfBook does not accept payment by any other method (including cash, card, bank transfer, or any other mobile money service). TurfBook does not collect, process, store, or have access to your M-Pesa PIN; the PIN is entered directly into your phone in response to the STK Push prompt and is processed exclusively by Safaricom.

9.2 STK Push Mechanics

When you confirm a payment, the Platform initiates an M-Pesa STK Push to your registered M-Pesa phone number. You must authorise the transaction within approximately ninety (90) seconds by entering your M-Pesa PIN. If the payment is successful, the relevant transaction is confirmed; if the payment fails, is declined, times out, or is cancelled by you on the phone, the transaction is not created (or, where created, is marked as failed) and any provisional hold on the Slot is released. You may retry payment subject to Platform rate limits.

9.3 Payment Processing Fee

TurfBook adds a payment processing fee of 0.6% of the displayed transaction amount to the M-Pesa STK Push prompt to cover the costs of payment processing through Kopo Kopo, Safaricom STK Push, and related infrastructure. This means the amount your M-Pesa prompts you to pay will be marginally higher than the displayed price. The Platform discloses both amounts before you initiate the prompt. The Payment Processing Fee is retained by TurfBook and is non-refundable in all circumstances.

9.4 Wallet Payment and Split-Tender

Where you have sufficient Wallet Credit, the Platform may settle a transaction wholly from the Wallet without invoking M-Pesa. Where Wallet Credit is insufficient, the Platform may offer to settle the transaction by way of Split-Tender, applying available Wallet Credit and prompting M-Pesa STK Push for the balance. The Payment Processing Fee applies only to the M-Pesa portion of a Split-Tender transaction.

9.5 Disbursement to Turf Owners

Earnings due to a Turf Owner are disbursed via M-Pesa Business-to-Customer transfer to the Turf Owner's registered payout destination (M-Pesa Till, Paybill, or Send Money phone). Disbursement is initiated by TurfBook upon receipt of a confirmed payment from the relevant Player and is processed through Kopo Kopo. Disbursement failures are managed through an automatic retry mechanism under Section 6.4.5.

9.6 Transaction Records and Receipts

Players receive a receipt by SMS and in-app notification upon successful payment, including the booking reference, Turf details, amount paid, and the M-Pesa transaction identifier. Turf Owners have access to detailed transaction records in the Earnings section of the Platform. All transaction records are retained by TurfBook for the periods set out in the Privacy Policy for dispute resolution, financial reporting, and tax compliance purposes.

9.7 Refunds — Routing

Refunds are routed according to the original payer:

• Registered Players: refund is credited as Wallet Credit, instantly upon processing.
• Web Payers and guest Game Joiners: refund is processed by way of M-Pesa Business-to-Customer disbursement to the originating phone number, with a target processing time of twenty-four (24) to forty-eight (48) hours.

Refund amounts are calculated in accordance with the relevant refund rule of these Terms (Section 5.4.1, 5.6.5, or 5.7.8 as applicable). The Payment Processing Fee is non-refundable.

9.8 Disputed or Failed Payments

Where a payment is reported by the Player as not received by TurfBook despite an M-Pesa debit being shown on their phone, TurfBook will investigate by reconciling with M-Pesa transaction records. Where the discrepancy is confirmed in the Player's favour, TurfBook will credit the Player's Wallet with the disputed amount. Where Safaricom or Kopo Kopo records do not confirm receipt of funds by TurfBook, TurfBook is not liable for any disputed amount.

9.9 Taxes

Turf Owners are solely responsible for determining and fulfilling any tax obligations (including but not limited to income tax, value added tax, and turnover tax) arising from earnings on the Platform. TurfBook does not provide tax advice. TurfBook may provide transaction records and earnings exports to facilitate tax compliance.

10. DISPUTES AND FORCE MAJEURE

10.1 Dispute Types

The following types of disputes may be submitted through the Platform:

• No-Show — Player claims attendance disputed by Turf Owner;
• Bad Condition — Player alleges the Turf was in materially poor condition;
• Time Dispute — disagreement about the Booking time, duration, or pitch;
• Payment — disagreement about payments made, received, or refunded; and
• Other — any other matter properly raised.

10.2 Dispute Resolution Process

Either party to a Booking may submit a dispute through the Platform. A TurfBook Administrator will review the dispute, including all available evidence such as Booking records, payment records, audit logs, communications, and any photographs submitted. The Administrator may contact either or both parties for additional information and may consult any third party records (including M-Pesa records). The Administrator will render a decision, which may include any of the resolution outcomes set out in Section 10.3. Both parties will be notified of the outcome. TurfBook's dispute resolution decisions are final and binding between the parties to the dispute, subject only to the right of either party to pursue resolution under Section 19.2.

10.3 Resolution Outcomes

Dispute resolution outcomes include:

• full refund to the Player as Wallet Credit (or M-Pesa for Web Payers);
• partial refund;
• no action;
• formal warning to either party;
• temporary or permanent suspension of one or both parties.

10.4 Default Outcomes

In the absence of clear evidence to the contrary, the following default outcomes apply:

• No-Show disputes: decision defaults in favour of the Turf Owner (no refund).
• Bad Condition disputes: no refund is issued, but the Player's review may remain published.
• Time disputes: the Booking record as recorded on the Platform is treated as authoritative.
• Payment disputes: M-Pesa transaction records are treated as authoritative.

10.5 Force Majeure

Neither TurfBook nor any user shall be liable for any failure or delay in performance of these Terms to the extent that the failure or delay is caused by a “Force Majeure Event,” being any event beyond the reasonable control of the affected party including (without limitation) acts of God; severe weather; flood; fire; epidemic or pandemic; war or civil unrest; acts of terrorism; acts or restrictions of any government or regulator; failure or interruption of M-Pesa, Safaricom, the internet, or third-party service providers; power outages; and any infrastructure failure not within the affected party's control.

In respect of Bookings affected by a Force Majeure Event:

• where the event is weather-related, rescheduling will be offered by the Turf Owner; refund is at the Turf Owner's discretion;
• where the event is a power outage or facility failure attributable to the Turf Owner's facilities, the Player is entitled to a full refund (as Wallet Credit) or, at the Player's election, a reschedule;
• where the event is an outage of M-Pesa or Safaricom infrastructure preventing payment, the Slot may be re-offered or refunded at TurfBook's reasonable discretion.

11. CONTENT AND COMMUNICATIONS

11.1 User-Generated Content

By submitting content to the Platform — including but not limited to reviews, photographs, Turf descriptions, Game descriptions, and chat messages — you grant TurfBook a non-exclusive, worldwide, royalty-free, sub-licensable, transferable, perpetual licence to use, host, reproduce, modify, adapt, publish, translate, create derivative works of, distribute, and display the content in connection with the operation, promotion, and improvement of the Platform and TurfBook's business. You represent and warrant that you have the right to grant this licence and that the content does not infringe any third-party right.

11.2 Prohibited Content

You must not submit content that:

• is unlawful, defamatory, threatening, harassing, hateful, obscene, sexually explicit, or otherwise objectionable;
• infringes any intellectual property, privacy, or other right;
• misrepresents your identity or affiliation;
• is misleading, deceptive, fraudulent, or part of a manipulation pattern;
• contains malware, viruses, or other harmful code; or
• constitutes unsolicited advertising or commercial promotion.

11.3 Moderation and Removal

TurfBook may, at its discretion, remove, hide, restrict access to, or refuse to publish any content that it reasonably believes breaches these Terms. TurfBook is not under a continuous duty to monitor user-generated content but will respond to user reports of inappropriate content within forty-eight (48) hours.

11.4 Notifications and Communications

TurfBook communicates with you through:

• Push notifications via Firebase Cloud Messaging (Android) and Apple Push Notification service (iOS), routed through Expo Push;
• SMS sent through Africa's Talking; and
• In-app notifications in the Platform itself.

You consent to receiving these communications upon registration. You may manage notification preferences within the Platform, except for certain “critical” notifications that are essential to the operation of the Platform and to the security of your account, and which cannot be disabled while you hold an active account. Critical notifications include:

• booking confirmations, payment receipts, cancellation notices, and refund notifications;
• pre-game reminders;
• account security alerts, including OTP delivery, login-lockout notifications, and notifications of changes to payout destinations;
• for Turf Owners: payout dispatch confirmations (sent on every payout), and payout-method change requests and cancellations (sent on the staging and on the cancellation of any change to a payout destination, as set out in Section 6.4.4).

11.5 Marketing Communications

Marketing communications (including promotional offers and product announcements) are sent only with your explicit consent. You may opt out of marketing communications at any time through the Platform settings or by following the opt-out instructions in any marketing message. Opting out of marketing does not affect the receipt of critical notifications.

12. INTELLECTUAL PROPERTY

12.1 TurfBook Intellectual Property

The TurfBook name, logo, tagline (“Book. Play. Repeat.”), brand identity, software, source code, design, user interfaces, graphics, layouts, and all other intellectual property associated with the Platform are owned by or licensed to Ball Hub, trading as TurfBook, and are protected by Kenyan and international intellectual property laws. No user acquires any right or licence to TurfBook intellectual property by virtue of using the Platform other than the limited, revocable, non-exclusive, non-transferable, non-sub-licensable right to access and use the Platform in accordance with these Terms.

12.2 Restrictions

You must not:

• copy, modify, adapt, translate, reverse engineer, decompile, or disassemble any part of the Platform;
• create derivative works based on the Platform;
• use the Platform's content, listings, or data for any competitive purpose;
• use any automated system, bot, scraper, or crawler to access, extract, or index content from the Platform;
• circumvent any technical measure intended to protect the Platform or its content;
• use the TurfBook name, logo, or brand in any manner suggesting affiliation, endorsement, or partnership without our prior written consent.

13. PRIVACY AND DATA PROTECTION

Your use of the Platform is subject to the TurfBook Privacy Policy, available at turfbook.africa/privacy, which forms an integral part of these Terms. The Privacy Policy describes how TurfBook collects, uses, shares, retains, and protects Personal Data in accordance with the DPA. You should read the Privacy Policy carefully before using the Platform. By using the Platform, you confirm that you have read and understood the Privacy Policy and consent to the processing of Personal Data as described in it.

14. LIMITATION OF LIABILITY AND DISCLAIMERS

14.1 Platform Provided “As Is”

To the maximum extent permitted by law, the Platform is provided on an “as is” and “as available” basis. TurfBook makes no warranties or representations, express or implied, regarding the Platform's reliability, availability, accuracy, fitness for any particular purpose, compatibility, security, or non-infringement. TurfBook does not warrant that the Platform will be uninterrupted, secure, or free of errors, viruses, or other harmful components.

14.2 Turf Safety Disclaimer

TurfBook does not own, operate, inspect, certify, or supervise any Turf, and does not warrant the safety, condition, cleanliness, suitability, or compliance with any standard of any Turf listed on the Platform. You access and use Turfs entirely at your own risk. TurfBook is not liable for any injury, illness, death, or loss or damage to property arising at, or in connection with, any Turf, except to the extent that such liability cannot be excluded by law.

14.3 Third-Party Services Disclaimer

The Platform relies on and integrates with third-party services including M-Pesa (Safaricom), Kopo Kopo, Africa's Talking, Google Maps, Firebase Cloud Messaging, Apple Push Notification service, Expo Push, Supabase, Railway, and Vercel. TurfBook is not responsible for the availability, accuracy, reliability, security, or performance of any third-party service and is not liable for any loss arising from the failure, error, downtime, or change of any third-party service.

14.4 Limitation of TurfBook's Liability

To the maximum extent permitted by applicable law, and except in respect of liability that cannot lawfully be excluded (including liability for death or personal injury caused by negligence and liability for fraud), TurfBook shall not be liable to you or any third party for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, loss of business opportunities, or loss of goodwill, arising out of or in connection with your use of the Platform; any transaction, Booking, Game, Split Payment, or other interaction between users; the condition, safety, or quality of any Turf; the actions or omissions of other users; or interruptions, errors, downtime, or security incidents affecting the Platform.

14.5 Maximum Liability

Subject to Section 14.4 and to the extent permitted by law, TurfBook's total aggregate liability to any user for any and all claims arising from or related to these Terms, the Privacy Policy, or your use of the Platform shall not exceed the greater of (a) the total Commission and Payment Processing Fees earned by TurfBook from that user's transactions in the twelve (12) months preceding the event giving rise to the claim, or (b) Kenyan Shillings Ten Thousand (KES 10,000). Nothing in this Section 14.5 limits any liability that cannot lawfully be limited, including under the Consumer Protection Act, 2012 or for death or personal injury caused by negligence.

15. INDEMNIFICATION

You agree to defend, indemnify, and hold harmless Ball Hub, trading as TurfBook, its directors, officers, employees, contractors, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use or misuse of the Platform; (b) your breach of these Terms or the Privacy Policy; (c) your violation of any applicable law or regulation; (d) your violation of any right of a third party (including intellectual property and privacy rights); (e) any content you submit, upload, or transmit through the Platform; (f) any dispute between you and another user; and (g) in the case of a Host of a FROM_BOOKING Game, any claim by a Joiner relating to payment, attendance, or conduct. This indemnification obligation survives the termination of your account and these Terms.

16. CROSS-BORDER DATA TRANSFERS

You acknowledge and consent that the Platform's infrastructure providers (including database, application hosting, content delivery, push notification, and storage providers) are located outside the Republic of Kenya, and that Personal Data processed in connection with your use of the Platform will be transferred to, stored at, and processed in jurisdictions outside Kenya. TurfBook implements appropriate safeguards in accordance with Part IV of the DPA, including but not limited to contractual safeguards with processors and reliance on your explicit consent under Section 48 of the DPA. Further information is set out in the Privacy Policy.

17. ACCOUNT DELETION AND DATA RETENTION

17.1 Player Account Deletion

You may request deletion of your account at any time through the Platform settings by typing “DELETE” as confirmation. You may not delete your account while your Wallet holds a positive balance (see Section 5.5.6). Upon successful deletion, your account is immediately deactivated and you are logged out. Personal Data is retained for a period of thirty (30) days following deletion to allow for the resolution of pending disputes and reversals, after which it is permanently deleted, except for data that must be retained for a longer period under applicable law (such as transaction records required for tax purposes), which is retained in accordance with the Privacy Policy.

17.2 Turf Owner Account Deletion

Turf Owners may request deletion of their account subject to the prior fulfilment or cancellation of all confirmed Bookings and the completion of all outstanding payouts and clawbacks. Verification photographs and verification records associated with the Turf are retained for the operational life of the Turf on the Platform and for any regulatory retention period thereafter, as detailed in the Privacy Policy.

17.3 Deletion by TurfBook

TurfBook may delete accounts that have been permanently suspended, that have been continuously inactive for twelve (12) months or more, or where required by law or regulation. Where reasonably practicable, TurfBook will provide advance notice of deletion due to inactivity.

17.4 Effect of Deletion

Upon account deletion, your access to the Platform terminates, your Booking history, reviews, Favorites, Wallet ledger, Game memberships, and other associated data are deleted (subject to the thirty-day grace period and to lawful retention requirements). Anonymised aggregate data may be retained by TurfBook for analytical and statistical purposes.

18. CONSEQUENCES OF SUSPENSION OR TERMINATION

Upon suspension or termination of your account, whether by you or by TurfBook:

• your right to access and use the Platform ceases immediately, except where TurfBook permits limited continued access for the purpose of resolving outstanding matters;
• any pending Bookings, Games, or Split Payments may be cancelled, with refunds processed in accordance with these Terms;
• outstanding payouts due to a Turf Owner are paid out subject to set-off for any clawback or outstanding amount owed to TurfBook;
• positive Wallet balances are dealt with under Section 5.5.6 (account deletion) or under the suspension policy in effect at the time;
• any provision of these Terms that by its nature is intended to survive termination shall so survive.

19. GENERAL PROVISIONS

19.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya, without regard to its conflict of law principles.

19.2 Dispute Resolution

Any dispute, controversy, or claim arising out of or in connection with these Terms (including a question regarding its existence, validity, or termination) that cannot be resolved through TurfBook's internal dispute resolution process under Section 10 shall first be submitted to good-faith mediation in Nairobi, Kenya. If the mediation does not resolve the dispute within thirty (30) days of commencement, either party may submit the dispute to the exclusive jurisdiction of the competent courts of Nairobi, Kenya. Nothing in this Section limits a party's right to seek urgent interim relief from a court of competent jurisdiction.

19.3 Severability

If any provision of these Terms is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to render it valid and enforceable, or, if such modification is not possible, severed from these Terms, and the remaining provisions shall continue in full force and effect.

19.4 Entire Agreement

These Terms, together with the Privacy Policy and any policies or guidelines incorporated by reference, constitute the entire agreement between you and TurfBook regarding your use of the Platform and supersede all prior agreements, representations, and understandings.

19.5 Waiver

No failure or delay by TurfBook in exercising any right or remedy under these Terms shall constitute a waiver of that right or remedy. Any waiver must be in writing and signed by an authorised representative of TurfBook.

19.6 Assignment

You may not assign, transfer, or sublicense any of your rights or obligations under these Terms without the prior written consent of TurfBook. TurfBook may assign or transfer its rights and obligations under these Terms to any successor, affiliate, or acquirer of all or substantially all of its business or assets without your consent, provided that such assignment does not materially diminish your rights under these Terms.

19.7 Notices

Notices under these Terms shall be in writing and shall be deemed delivered when sent via the Platform's notification system (push notification or in-app notification), SMS to your registered phone number, or email to your registered email address. Notices to TurfBook should be sent to support@turfbook.africawith a copy, for data-protection matters, to privacy@turfbook.africa.

19.8 Language

These Terms are drafted in English. Where a translation of these Terms is provided for convenience, the English version shall prevail in the event of any inconsistency.

19.9 Electronic Form and Acceptance

You accept these Terms by an electronic act (including by registering, logging in, completing a Booking, paying a Slot of a Split Payment, or joining a Game). You consent to receive these Terms, the Privacy Policy, notices, and other communications in electronic form. Electronic communications satisfy any legal requirement that such communications be in writing.

19.10 Survival

The following provisions shall survive the termination of these Terms: Section 2 (Definitions); Sections 5.4, 5.5, 5.6, and 5.7 to the extent of outstanding refunds, Wallet balances, and ongoing claims; Section 6.4 (Commission and Earnings) to the extent of outstanding payouts and clawbacks; Section 11.1 (User-Generated Content licence); Section 12 (Intellectual Property); Section 13 (Privacy); Section 14 (Limitation of Liability); Section 15 (Indemnification); Section 16 (Cross-Border Data Transfers); Section 17 (Data Retention); Section 19.1 (Governing Law); Section 19.2 (Dispute Resolution); and Section 19.10 (Survival).

19.11 Headings

Headings in these Terms are for convenience only and do not affect interpretation.

20. CONTACT INFORMATION

If you have any questions, concerns, or feedback regarding these Terms of Service, you may contact us through the following channels:

Ball Hub, trading as TurfBook
Neema Court, Kibiku Road
Mihang'o, Embakasi East
Nairobi, Kenya

General Support: support@turfbook.africa
Privacy and Data Protection: privacy@turfbook.africa
In-App: Help & Support section within the TurfBook mobile application
Website: turfbook.africa