Terms of Service

Last updated: 30 July 2026

These Terms of Service (“Terms”) govern your access to and use of the Kolonow mobile application, website, and related services (the “Service”). By creating an account or using Kolonow, you agree to these Terms and our Privacy Policy.

1. About Kolonow

Kolonow is a marketplace platform that helps customers request services and helps independent service providers offer those services. Kolonow is not the employer of providers and does not itself perform the underlying household or personal services booked through the app, unless we expressly say otherwise.

2. Eligibility

• You must provide accurate registration information.
• You must meet any minimum age and identity requirements shown during sign-up (including NIN where required).
• Providers may need additional verification before they can accept jobs.
• One person may hold customer and provider roles on the same account where the Service allows it.

3. Accounts and security

• You are responsible for keeping your password and device secure.
• You are responsible for activity that occurs under your account.
• Notify us promptly at support@kolanow.co.ug if you suspect unauthorised access.
• We may suspend or delete accounts that violate these Terms, fail verification, engage in fraud, or create safety risks.

4. Customer responsibilities

• Provide accurate service details and a reachable location.
• Be available for the scheduled or requested service window.
• Treat providers respectfully and safely.
• Pay for completed services through the payment methods supported in the app.
• Do not misuse location sharing, messaging, or reviews to harass others.

5. Provider responsibilities

• Offer only services you are competent and legally allowed to provide.
• Keep availability, pricing/listings (where applicable), and profile information accurate.
• Arrive as agreed, communicate delays, and complete accepted jobs professionally.
• Comply with verification, good-conduct, and quality requirements we set from time to time.
• Do not circumvent Kolonow payments or platform fees for jobs originated on the Service without our written permission.

6. Bookings, matching, and cancellations

Job matching and booking outcomes depend on provider availability, location, and other platform rules. We do not guarantee that a request will be accepted within a specific time. Cancellation, no-show, and refund handling (if any) are governed by in-app policies and applicable payment rules. We may cancel jobs that appear fraudulent, unsafe, or impossible to fulfil.

7. Payments, wallets, and fees

• Prices, commissions, and fees shown in the Service may change; the amount applicable to a job will be presented in the flow before you confirm where required.
• Wallet balances, withdrawals, and settlements are subject to verification, holds, and anti-fraud checks.
• Failed, reversed, or disputed payments may result in job holds, negative balances, or account restrictions until resolved.
• Taxes, if applicable, are your responsibility unless the law requires otherwise.

8. Messaging and communications

By using Kolonow you consent to receive service-related communications, including SMS, WhatsApp, push notifications, and in-app messages about your account, jobs, and payments. You can manage device notification permissions, but transactional messages may still be required for the Service to function.

9. Acceptable use

You agree not to:

• Break any applicable Ugandan or other relevant law
• Upload false identity documents or impersonate another person
• Harass, threaten, or discriminate against other users
• Interfere with the app, APIs, or other users’ access
• Scrape, reverse engineer, or misuse Kolonow content or systems
• Use the Service for illegal, dangerous, or deceptive activity

10. Reviews and content

You grant Kolonow a non-exclusive licence to host and display content you submit (such as reviews, messages, and profile information) for operating and promoting the Service. You must not post defamatory, unlawful, or abusive content. We may remove content that violates these Terms.

11. Third-party services

Maps, payments, messaging, hosting, and notification providers may be used to operate Kolonow. Their terms may also apply to the relevant parts of the Service.

12. Disclaimers

The Service is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim warranties that the Service will be uninterrupted, error-free, or that every provider will meet your expectations. Providers are independent and responsible for the quality and safety of services they deliver.

13. Limitation of liability

To the fullest extent permitted by law, Kolonow and its operators are not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, data, or goodwill arising from your use of the Service or from interactions between customers and providers. Our total liability for any claim relating to the Service is limited to the greater of (a) the fees you paid to Kolonow for the transaction giving rise to the claim in the three months before the claim, or (b) UGX 100,000, except where liability cannot be limited by law (including death or personal injury caused by negligence where such limitation is prohibited).

14. Indemnity

You agree to indemnify and hold harmless Kolonow from claims, losses, and expenses (including reasonable legal fees) arising from your misuse of the Service, your content, or your breach of these Terms.

15. Suspension and termination

You may stop using Kolonow and request account deletion subject to our Privacy Policy and any outstanding payment obligations. We may suspend or terminate access immediately for violations of these Terms, safety concerns, or legal requirements.

16. Changes to the Terms

We may update these Terms by posting a revised version on this page and updating the “Last updated” date. Continued use after changes take effect constitutes acceptance of the updated Terms.

17. Governing law

These Terms are governed by the laws of Uganda. Courts in Uganda have exclusive jurisdiction over disputes arising from these Terms or the Service, subject to any mandatory consumer protections that apply.

18. Contact

Support: support@kolanow.co.ug
Website: https://kolanow.co.ug