iSomalia Terms of Service

A1 About these terms and acceptance

1. These Terms of Service (the Terms) apply when you access iSomalia.com, create an account, search, reserve, pay for or manage a booking.
2. By confirming a booking, you agree to these Terms, the booking summary, the applicable Provider Policy and any clearly disclosed special condition.
3. If a Provider Policy conflicts with these Terms about the actual stay or journey, the Provider Policy applies to that service unless it is unlawful. These Terms continue to govern your use of the Platform.
4. If any provision is invalid or unenforceable, the remaining provisions continue in effect.
5. The English version is the controlling version unless mandatory law requires another language to prevail.

A2 Who we are and our marketplace role

1. iSomalia.com is the trading name of iSomalia LTD, a company registered in the Banadir Region of Mogadishu, Federal Republic of Somalia.
2. Designed and built by Somalis for Somalia, iSomalia provides a locally focused digital marketplace for customers and service providers across the country.
3. We provide a digital marketplace for discovering and booking accommodation and transport services. Unless the checkout page expressly identifies iSomalia as the service provider, the hotel, property partner, driver or taxi operator supplies the Travel Service.
4. When we collect payment for a Provider, we do so as that Provider’s disclosed payment-collection agent. Payment successfully received by us for that booking satisfies the corresponding amount owed to the Provider.
5. We are responsible for operating the Platform with reasonable care and skill. Providers remain responsible for their listings, licences, availability, premises, vehicles, staff and performance of the Travel Service.

A3 Eligibility, accounts and booking authority

1. You must be at least 18 years old and legally capable of entering a contract to make a booking.
2. You must provide accurate contact, traveller and payment information and keep your account information current.
3. You are responsible for activity carried out through your account unless caused by our security failure. Keep your password and verification codes confidential and notify us promptly of suspected misuse.
4. If you book for other people, you confirm that you have authority to act for them, have permission to provide their personal information and will ensure they follow the applicable terms.
5. One person may not create multiple accounts to evade restrictions, obtain duplicate promotions, conceal fraud or manipulate reviews.

A4 Search, ranking and listing information

1. Search results may be ordered using relevance, availability, location, price, rating, popularity, provider performance, booking conditions and your selected filters.
2. Sponsored or promoted placement will be labelled where used. A high position is not a guarantee or personal endorsement.
3. Providers supply much of the listing information. We use reasonable checks and correction processes, but you must review the final booking details and Provider Policy before payment.
4. Maps, distances and journey times are estimates unless marked as verified. A property marker is displayed only from coordinates stored for that listing.

A5 AI-assisted and voice search

1. AI-assisted and voice features help interpret searches, compare disclosed information and surface relevant options. They do not make a booking or change a contract without your clear confirmation.
2. AI outputs can be incomplete or mistaken. Always verify dates, location, room, passenger count, accessibility, price and cancellation rules shown in the booking summary.
3. We may use search interactions to improve relevance as explained in our Privacy Notice. We will identify any solely automated decision that produces legal or similarly significant effects where required by law.
4. You must not use AI or automated tools to make abusive requests, scrape the Platform, bypass security, create fake bookings or impersonate another person.

A6 Availability, room holds and confirmation

1. Search results do not guarantee availability. We check current inventory when you request availability and again before checkout where supported.
2. A temporary room hold protects selected inventory for the time displayed. It is not a confirmed booking, may expire automatically and cannot be transferred.
3. Your booking becomes confirmed only when payment and required verification succeed and we issue a confirmation containing a booking reference.
4. If inventory changes before confirmation, we will not complete the booking. Any amount actually taken for an unsuccessful booking will be released or refunded using the original payment method.
5. Do not make a second booking until you have checked your account and confirmation messages. Contact support if the payment status is unclear.

A7 Prices, currencies, fees and obvious errors

1. The checkout page shows the total price payable through iSomalia, including disclosed taxes, service fees and selected add-ons. Charges payable locally must be clearly identified separately.
2. iSomalia’s standard platform service fee is 10% and the displayed tax calculation may be 5% where configured, but the checkout breakdown for your booking is authoritative and applicable tax law prevails.
3. Cleaning fees, deposits, parking, tolls, waiting time and other variable charges apply only when disclosed by the Provider Policy or agreed because you changed the service.
4. Your bank or payment provider may apply currency conversion or international transaction charges that we do not control.
5. An obvious price error is not binding where a reasonable person would recognise it as a mistake. We may cancel before performance, explain the error and refund all amounts paid for the affected service.

A8 Payment, authorisation and fraud checks

1. Unless checkout expressly says otherwise, hotel and taxi bookings require full online payment before confirmation.
2. You authorise us and our regulated payment provider to charge the displayed amount, carry out authentication and fraud-prevention checks, and share transaction information where reasonably necessary.
3. We do not guarantee acceptance of any payment method. Failed, reversed, disputed or unauthorised payment may prevent or cancel confirmation.
4. Pre-authorisations and pending bank entries are controlled by your payment provider and may take time to disappear after a failed booking.
5. Do not initiate a chargeback for a matter that can reasonably be investigated through support. This does not restrict a lawful right to contact your bank or payment provider.

A9 Cancellations, changes, no-shows and refunds

1. The cancellation and amendment rule shown before payment applies to your booking. Some rates and journeys are non-refundable or become non-refundable after a deadline.
2. Requests are effective when submitted through the supported cancellation channel and acknowledged by the Platform or Provider.
3. Refunds due will be sent to the original payment method unless law requires otherwise. Bank processing times are outside our control.
4. For services tied to a specific date or period—such as hotel accommodation and passenger transport—the general 14-day online change-of-mind cancellation right may not apply. Your contractual cancellation policy and mandatory statutory rights still apply.
5. A cancellation charge must reflect the applicable policy and remain subject to laws on fair consumer terms. We will not rely on a term that applicable law makes unfair or unenforceable.

A10 Provider changes and service disruption

1. If a Provider cannot deliver a confirmed service, it must promptly notify us and offer the remedy required by its contract and applicable law.
2. We may help arrange a reasonable alternative, refund or support solution, but we will not substitute a materially different service without your agreement.
3. Weather, security events, road closures, government action, technical outages and other events outside reasonable control may delay or prevent performance. Each party must take reasonable steps to reduce avoidable loss.

A11 Conduct and prohibited use

You must not:

• make fake, speculative, duplicate or fraudulent bookings;
• harass, threaten, discriminate against or endanger Providers, drivers, staff or other users;
• damage property or vehicles, carry unlawful items, or use a service for an unlawful purpose;
• bypass access controls, interfere with availability, reverse engineer security, introduce malware or overload the Platform;
• scrape prices or content, resell bookings, or commercially exploit the Platform without written permission;
• publish false reviews or offer, request or accept incentives for misleading reviews.

A12 Reviews, photographs and user content

1. You retain ownership of content you submit. You give us a worldwide, non-exclusive, royalty-free licence to host, reproduce, translate, format and display it for operating and promoting the Platform.
2. You confirm that your content is genuine, relevant, lawful, does not disclose another person’s private information without permission and does not infringe intellectual property rights.
3. We may moderate, label, restrict or remove content that breaches these Terms, creates a safety risk or appears deceptive. We do not promise to publish every review.
4. We may verify that a reviewer completed a booking and may disclose that verification status without publishing private booking information.

A13 Privacy, communications and accessibility

1. Our Privacy Notice explains what personal information we collect, why we use it, how long we keep it, who receives it, international transfers and your rights.
2. We share necessary booking details with the relevant Provider and service partners. Do not use Platform messaging to send payment-card data or unnecessary sensitive information.
3. We may send operational booking messages by email, SMS, push notification, telephone or in-account notice. Marketing choices are managed separately and can be changed where required.
4. Tell us and the Provider about accessibility requirements before booking. A request is not guaranteed until the responsible Provider confirms it.

A14 Intellectual property and platform licence

1. The Platform, software, brand, design and iSomalia-created content are owned by us or licensed to us.
2. We grant you a limited, revocable, non-transferable licence to use the Platform for personal travel search and legitimate business participation as an approved Provider.
3. You may not copy, frame, republish, sell, create a competing database from or remove rights notices from the Platform without permission or a lawful exception.

A15 Suspension, closure and investigation

1. We may restrict or suspend an account or booking where reasonably necessary to protect users, investigate fraud, comply with law, address payment risk or enforce these Terms.
2. Where appropriate, we will explain the action and offer a review channel. We may withhold information where disclosure would undermine security or breach law.
3. You may close your account, but closure does not cancel active bookings, outstanding payments, claims or record-keeping duties.

A16 Problems, complaints and dispute support

1. Raise urgent safety concerns with local emergency services first, then notify the Provider and iSomalia when safe.
2. For service problems, give the Provider a reasonable opportunity to correct the issue during the stay or journey where practical.
3. Submit complaints promptly with your booking reference, description, photographs or receipts. We will acknowledge and investigate in a reasonable time.
4. Nothing in this section prevents you from using a statutory remedy, regulator, court or other dispute channel available under applicable law.

A17 Responsibility and limits

1. Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of mandatory consumer rights, or anything else that cannot lawfully be limited.
2. We are responsible for loss that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.
3. We are not responsible for loss caused solely by a Provider’s acts or omissions, your breach, inaccurate information you supplied, or an event outside our reasonable control, except where law makes us responsible.
4. We do not exclude liability merely because a service is supplied through a marketplace. The legal role stated at checkout and applicable law determine responsibility.
5. If you use the Platform for business purposes, separate Partner Terms may contain lawful business-to-business limitations.

A18 Changes to these terms

1. We may update these Terms for legal, security, operational or service changes.
2. The version accepted at booking normally continues to govern that booking. A change required by law or needed to address an urgent safety or security risk may apply earlier where lawful.
3. We will display the effective date and give reasonable notice of material changes to registered users where appropriate.

B1 Your accommodation contract

1. The Accommodation Provider identified at checkout supplies the stay and is responsible for the property, room, facilities, licences, safety and hospitality service.
2. Your confirmation states the property, room type, dates, guest count, room quantity, price and included benefits. Check it immediately and report errors.
3. Photographs show the property or room category but minor differences in décor, furniture or view may occur unless a specific feature was guaranteed.

B2 Guest ages, occupancy and rooms

1. For iSomalia search and pricing, an infant is under 3, a child is aged 3–11 and a person aged 12 or over is counted as an adult unless the Provider Policy lawfully states another classification.
2. An infant under 3 may share an existing bed only where the Provider allows it. A maximum of one infant may share each booked room.
3. Children aged 3–11 require an allocated sleeping place unless the Provider expressly confirms another arrangement. Persons aged 12 or over count toward adult occupancy.
4. You must not exceed the confirmed occupancy. The Provider may refuse extra guests or require a lawful, disclosed additional charge or room.
5. Cots, extra beds, adjoining rooms and accessible rooms are requests unless confirmed in writing.

B3 Check-in, identification and deposits

1. Follow the check-in and check-out times in your confirmation and tell the Provider if you expect to arrive late.
2. The lead guest and travellers may need valid identification, visa or immigration documents, and a payment card or deposit where disclosed.
3. A security deposit is separate from the booking price unless checkout says otherwise. The Provider must explain the amount, collection method, permitted deductions and return process.
4. Failure to meet a lawful check-in requirement may be treated as a no-show where clearly disclosed and fair.

B4 Live inventory and double-booking protection

1. Providers must keep room inventory and closed dates accurate. iSomalia may use live checks, temporary holds and atomic booking controls to reduce double booking.
2. A Provider must not accept more confirmed bookings than its lawful capacity. If overbooking occurs, the Provider must promptly offer an equal or better alternative or a full refund and any further remedy required by law.
3. iSomalia may pause a listing, block dates or require evidence where availability data is repeatedly inaccurate.

B5 Hotel cancellation, changes and no-show

1. Your selected rate may be flexible, partially refundable or non-refundable. The exact deadline uses the property’s local time unless checkout states otherwise.
2. Changing dates, room type, guest count or rooms is subject to new availability and pricing. A change is confirmed only when a revised confirmation is issued.
3. If you fail to arrive or contact the Provider, the no-show rule shown at booking applies. The Provider may release remaining nights where the policy allows.
4. Leaving early does not automatically create a refund. Any refund depends on the rate terms, the reason and applicable consumer law.

B6 Property conduct, damage and complaints

1. Follow reasonable property rules on safety, visitors, smoking, noise, pets, shared spaces and prohibited items.
2. You are responsible for proven damage caused intentionally or negligently by you or your group, excluding fair wear and pre-existing damage.
3. The Provider must give reasonable evidence and a breakdown before seeking payment for damage. Disputed card charges remain subject to payment-provider and legal rights.
4. Report material room or facility problems promptly and allow a reasonable opportunity to put them right.

C1 Your transport contract

1. The licensed taxi operator or driver identified in the confirmation supplies the journey. It is responsible for the vehicle, licence, insurance, driver conduct and safe performance.
2. iSomalia provides booking, dispatch, route-estimation, communication and payment support as stated at checkout.
3. A requested vehicle category is not guaranteed to be a specific make, model, colour or registration unless expressly confirmed.

C2 Fares and route calculation

1. The fare displayed and accepted at checkout is the upfront fare for the confirmed pickup, destination, time, passengers, luggage and vehicle type.
2. Where route pricing is used, the indicative model may include a base fare, time, distance, airport or area surcharge, vehicle multiplier and minimum fare. The final amount shown before payment is authoritative.
3. No extra amount is due merely because the normal route takes longer. A new fare may apply if you request additional stops, a different destination, excess waiting, additional passengers, a larger vehicle or another material change.
4. Parking, tolls or airport access charges are included only where the checkout breakdown says so. Any charge arising after your requested change must be explained before collection where practical.

C3 Pickup information and waiting

1. Provide a reachable telephone number, accurate pickup point, destination, date, time, passenger count, luggage and flight number where relevant.
2. For airport pickup, monitor the confirmation for the meeting point and keep us informed of material flight changes. Flight monitoring may be offered but is not a substitute for correct information.
3. The included waiting period and any later waiting charge must be shown before booking or in the Provider Policy.
4. If the driver and passenger cannot find each other, both must make reasonable contact attempts before the journey is treated as a no-show.

C4 Passengers, children, luggage and accessibility

1. Do not exceed the vehicle’s legal passenger or luggage capacity. Select a suitable vehicle and disclose unusually large, fragile or restricted luggage.
2. Tell us before booking if a child seat, wheelchair-accessible vehicle or other assistance is required. Availability is confirmed only when accepted by the operator.
3. Assistance animals are accepted where required by applicable law. Other animals require prior approval.
4. Passengers must wear seat belts where provided, follow lawful safety directions and must not smoke, threaten the driver, damage the vehicle or carry unlawful or dangerous items.

C5 Taxi cancellation, delay and no-show

1. The cancellation deadline and fee shown before payment apply. A fair fee may reflect dispatch, driver travel and capacity reserved for you.
2. If the Provider cancels and no acceptable replacement is supplied, you receive a refund for the cancelled journey and any further remedy required by law.
3. Arrival estimates are not guarantees. Traffic, weather, security controls, road closures and flight disruption can cause delay. Allow suitable time for airport, medical or other time-critical travel.
4. A passenger no-show may be charged only after the stated waiting period and reasonable contact attempts, subject to the confirmed policy and applicable law.

C6 Safety and incidents

1. Do not enter a vehicle if the driver or vehicle details materially differ from your confirmation without verification through support.
2. In an emergency, contact local emergency services. Report accidents, unsafe behaviour, lost property and serious complaints promptly.
3. Lost property is held and returned subject to applicable law. Reasonable delivery costs may be charged with your agreement.

D1 Legal authority and standards

1. A Provider confirms that it is legally entitled to offer each listed service and will maintain required registrations, licences, insurance, permits, tax records and safety standards.
2. A Provider must treat customers fairly and must not discriminate unlawfully, demand undisclosed payment or move a booking off-platform to avoid obligations.
3. Provider staff and drivers must be appropriately trained, verified and authorised for their role.

D2 Listing, pricing and availability accuracy

1. Descriptions, photographs, coordinates, facilities, room inventory, vehicle capacity, prices, taxes, policies and accessibility information must be complete and accurate.
2. Providers must update sold inventory and unavailable dates without delay and must honour confirmed prices except for an obvious error handled lawfully.
3. Providers must not create false scarcity, fake discounts, fabricated reviews or misleading ranking claims.
4. All mandatory charges known in advance must be included in or clearly disclosed with the total price before the customer confirms.

D3 Confirmed bookings and customer support

1. Providers must honour confirmed bookings, monitor operational messages and keep an emergency contact available during service periods.
2. A Provider that cannot perform must notify iSomalia and the customer promptly, give a clear reason and provide the required alternative, refund or compensation.
3. Providers must cooperate with evidence-based complaints, payment disputes, safety reports and fraud investigations.

D4 Data, security and platform use

1. Customer information may be used only to deliver the booking, meet legal duties and provide agreed support. It must not be used for unrelated marketing without a lawful basis.
2. Providers must use appropriate access controls, protect booking data and promptly report suspected personal-data or account security incidents.
3. Providers must not scrape customers, manipulate availability, interfere with dispatch, divert payment or share account credentials.

D5 Payouts, adjustments and records

1. Payout timing, commission and deductions are governed by the applicable signed Partner Agreement and payout schedule.
2. We may place a proportionate reserve or pause a payout while investigating fraud, chargebacks, duplicate bookings, safety complaints or a legal requirement.
3. Providers must keep records needed to verify performance, tax, licensing, refunds and customer complaints for the period required by law or the Partner Agreement.

E1 Governing law and courts

1. These Terms and any non-contractual disputes are governed by the laws of the Federal Republic of Somalia, together with any mandatory legal protections that apply to the customer or the service.
2. We will first make reasonable efforts to resolve concerns fairly through our customer-support and complaints process.
3. Subject to any mandatory law, unresolved disputes may be brought before the competent courts of the Federal Republic of Somalia. Business Providers must also follow the dispute arrangements in their signed Partner Agreement where those arrangements comply with applicable Somali law.

E3 Dictionary

Account

Your registered iSomalia customer, hotel partner, driver or administrator profile.

Accommodation Provider

The hotel, guest house, villa, apartment operator or other property business supplying a stay.

Booking

A reservation confirmed by a booking reference after required payment and verification.

Booking Summary

The final screen or confirmation showing the selected service, Provider, price, dates and key policies.

Platform

The iSomalia.com website, mobile experience, dashboards, search, booking and related digital services.

Provider

An Accommodation Provider, taxi operator, driver or other approved business that supplies a Travel Service.

Provider Policy

Service-specific rules disclosed before booking, including cancellation, check-in, waiting or no-show terms.

Temporary Hold

A time-limited inventory reservation that prevents competing confirmation while checkout is completed.

Travel Service

A hotel stay, room, airport pickup, local taxi journey or related add-on offered through the Platform.

you / your

The person using the Platform and, where relevant, the person making a booking for a group.

we / us / our

The iSomalia legal entity identified in section E2.

E4 Entire agreement and no waiver

1. These Terms, the Booking Summary, applicable Provider Policy and any signed Partner Agreement form the relevant agreement for the service they govern.
2. A delay in enforcing a right is not a waiver. A waiver applies only to the specific matter clearly waived.
3. No person who is not a party to the relevant contract has a right to enforce it, except where applicable law provides otherwise.