Terms of Service
Effective Date: 1st September 2025
Last Updated: 10th September 2025
Welcome to Turehub, a platform providing communication, customer engagement, and outsourcing solutions including voice, SMS, WhatsApp, email, chat, CRM, ticketing, and agent services. By accessing or using our services, you agree to comply with and be bound by these Terms of Service. Please read them carefully.
1. Acceptance of Terms
By using Turehub’s website, applications, or services (“Services”), you confirm that you are at least 18 years old and have the legal capacity to enter into this agreement. If you are using the Services on behalf of an organization, you represent that you have the authority to bind that organization.
2. Definitions
“Company”, “We”, “Us”, “Our” refers to Turelabs Developers Limited (provider of Turehub).
“Client”, “You”, “Your” refers to the individual or organization using our Services.
“Agents” refers to outsourced staff provided under Turehub’s shared or dedicated models.
“Platform” refers to Turehub’s software, tools, and integrations.
“Workforce Partners” refers to third-party companies (like Upraise CX or others) providing HR/agent staffing.
3. Services Provided
Turehub offers:
Communication Technology Tools – including CRM, ticketing, call center, SMS, WhatsApp, email, chat, and analytics solutions.
Shared & Dedicated Agent Services – customer service representatives, chat support, billing support, collections, data entry, etc.
Campaign & Messaging Services – bulk SMS, WhatsApp campaigns, email marketing, and related integrations.
Custom Development & Integrations – tailoring workflows, APIs, and dashboards for clients.
Note: Turehub provides the technology and platform. Workforce services (human agents) are offered separately through partner organizations. Contracts are signed independently to separate liability.
4. Account Registration
You must provide accurate, current, and complete information when creating an account.
You are responsible for maintaining the confidentiality of your login credentials.
You are responsible for all activities conducted under your account.
5. Client Obligations
Clients must:
Ensure lawful use of the Services (no spam, fraud, or prohibited content).
Comply with all applicable laws, including data protection (e.g., GDPR, Kenya Data Protection Act) and telecom regulations.
Obtain consent from recipients before sending bulk messages or campaigns.
Pay all agreed fees promptly.
6. Fees & Payments
Platform costs and agent services are billed as per published or agreed pricing.
Usage costs (e.g., SMS, WhatsApp per message, calls) are charged separately.
All payments must be made in the currency stated in the invoice.
Late payments may result in suspension of services.
7. Service Levels & Availability
Turehub aims to provide 99.5% uptime for its platform.
Scheduled maintenance will be communicated in advance.
While we strive to ensure uninterrupted service, we are not liable for outages beyond our control (e.g., telecom operator failures, internet issues).
8. Outsourced Agent Services
Shared and dedicated agents are deployed based on agreed engagement terms (minimum hours/month).
Turehub facilitates technology support; HR, compliance, and performance liability for agents lies with the workforce provider (e.g., Upraise CX or others).
Turehub will not be liable for errors, misconduct, or negligence by human agents.
9. Data Privacy & Security
Turehub implements appropriate technical and organizational measures to protect data.
We process personal data in accordance with our Privacy Policy.
Clients retain ownership of their customer data.
Turehub may store and process data in multiple regions but ensures compliance with local regulations.
10. Acceptable Use Policy
Clients agree NOT to use the Services for:
Sending unsolicited messages (“spam”) or harassing communications.
Distributing harmful software, viruses, or malware.
Fraudulent, misleading, or illegal activities.
Hate speech, violence, or offensive material.
Violation may result in immediate suspension or termination of services.
11. Intellectual Property
All intellectual property rights in the Turehub platform, software, logos, and designs remain the property of Turelabs Developers Limited.
Clients retain ownership of their customer data and content they input into the platform.
Unauthorized copying, resale, or distribution of Turehub’s software is strictly prohibited.
12. Third-Party Services & Integrations
Turehub integrates with third-party platforms (e.g., WhatsApp, Twilio, telecom operators).
Clients agree to comply with those third-party terms.
Turehub is not liable for downtime, costs, or issues arising from third-party services.
13. Limitation of Liability
Turehub shall not be liable for indirect, incidental, special, or consequential damages, including lost profits, data, or revenue.
Our aggregate liability under this agreement shall not exceed the total fees paid by the Client in the last 12 months.
14. Indemnification
You agree to indemnify and hold harmless Turehub, its partners, and employees from claims, damages, or expenses arising from your misuse of the Services, violation of these Terms, or infringement of third-party rights.
15. Termination
Either party may terminate with 30 days’ written notice.
Turehub may suspend or terminate immediately if you breach these Terms, misuse the Services, or fail to pay fees.
Upon termination, your access will be revoked, and data may be deleted after a retention period.
16. Changes to Terms
We may update these Terms from time to time. The updated version will be posted on our website with the revised effective date. Continued use of our Services indicates acceptance of the updated Terms.
17. Governing Law & Dispute Resolution
These Terms shall be governed by the laws of Kenya.
Disputes will be resolved through good faith negotiations, failing which, through arbitration in Nairobi, Kenya.
18. Contact Information
For questions regarding these Terms, contact:
Turelabs Developers Limited
Britam Towers, 24th Floor, Hospital Road, Upper Hill
P.O. BOX 12295-00100 Nairobi, Kenya
Email: info@turelabs.com
