By accessing or using the Vacant Global mobile application ("the App"), you agree to be bound by this User Agreement ("Agreement"). If you do not agree with these terms, do not use the App. This Agreement governs the relationship between you ("User") and Vacant Global ("we," "us," "our") regarding your use of the App.
2. Definitions
App
The Vacant Global mobile application and related services.
House Hunter
A user seeking rental properties who pays a fee for agent services.
House Finder/Agent
A registered agent who fulfills rental requests and lists properties.
Moderator
App personnel who screen content and ensure service quality.
Commission
Fees payable to agents for successful rental matches.
Rental Request
A House Hunter's submission detailing rental preferences.
3. Data Privacy and Confidentiality
3.1 Data Collection
We collect personal information during registration and rental request uploads, including but not limited to:
Names, email addresses, phone numbers, and identification details.
For agents: National ID numbers and M-Pesa-registered phone numbers.
Rental preferences, location data, and payment information.
Clear profile photo for verification purposes.
Photos of properties submitted by users.
No Third-Party Data Sharing
Vacant Global DOES NOT share, sell, rent, or disclose user data to any first, second, or third parties. The ONLY data stored by the platform is the basic contact information collected during account creation. Your personal information is strictly used for internal operations, matching services, and legal compliance. No external marketing, data brokers, or affiliates receive your data under any circumstance.
3.2 Data Usage
Data is used solely for:
Matching House Hunters with Agents.
Processing payments and commissions.
Improving App services and user experience.
Ensuring compliance with this Agreement.
Verifying user identities.
Communicating with users about their accounts.
3.3 User-Generated Content - Full User Control
All user-generated data created for house listings and service listings (including photos, descriptions, pricing, and location details) can be deleted by the user themselves at any time. You have direct and unrestricted control over your content:
Navigate to your listings dashboard → Select listing → Click "Delete" or "Remove".
Deleted listings are immediately removed from our systems and are not recoverable.
This self-deletion feature empowers you to manage your property and service postings without administrative intervention.
3.4 Account Deletion & Data Erasure Upon Request
You have the right to permanently delete your account and all associated data. To request termination of membership and deletion of your basic contact data:
Use the in-built "Feedback and Complaints" feature within the App.
Submit a deletion request including your Member ID and registered email.
Upon verification, your account and all basic contact data will be permanently erased within 7 business days.
Once your account is deleted, it cannot be recovered.
Note: User-generated listings must be deleted by you prior to account termination (as per section 3.3).
3.5 Data Security
We implement industry-standard security measures to protect your data. Vacant Global follows a strict policy of not storing user data beyond essential transaction history and signup details. We implement appropriate security measures to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data. All payment transactions are processed through secure payment processors. We do not store credit card details or M-Pesa PINs on our servers.
3.6 Cookies and Tracking
We may use cookies and similar tracking technologies to track activity on our service and hold certain information to improve user experience.
3.7 Third-Party Services
We may employ third-party companies and individuals to facilitate our service, provide the service on our behalf, perform service-related services, or assist us in analyzing how our service is used. These third parties have access to your personal data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.
4. Content Moderation & Reporting
4.1 Pre-Moderation of All Uploads
All Uploads Are Moderated Before Display
Every image, property listing, service description, and user-generated content submitted to Vacant Global undergoes review by our moderators BEFORE being displayed publicly on the platform. This ensures that:
No explicit, offensive, fraudulent, or misleading content reaches other users.
Listings comply with our quality and legality standards.
Agents and hunters interact in a safe, professional environment.
Moderators screen all property images and descriptions before submission to House Hunters. Moderators typically approve or request revisions within 24-48 hours. You will be notified of the moderation decision.
4.2 Reporting Suspicious or Grave Misconduct
Vacant Global provides a dedicated reporting functionality where users can flag any suspicious activity, policy violations, or grave misconduct. This includes but is not limited to:
Fraudulent listings or rental scams.
Harassment, threats, or abusive behavior.
Illegal activities or content.
Misrepresentation by agents or hunters.
Any violation of this User Agreement.
How to report: Tap the "Report" button on any listing, user profile, or chat thread. Alternatively, use the in-app "Feedback and Complaints" feature. All reports are reviewed within 48 hours by our moderation team. Verified grave misconduct may result in immediate account suspension, permanent ban, and withheld commissions (for agents).
5. User Roles and Responsibilities
5.1 House Hunters
5.1.1 Service Request
Input details: country, city, area, and monthly rent budget in Kenyan Shillings.
Pay a refundable fee equivalent to 10% of the total monthly rent upon submitting a rental request.
5.1.2 Acceptance and Disputes
Accept the rental offer or report dissatisfaction via the App.
Reports trigger a hold on the Finder's commission remittance pending investigation.
Refunds are processed within seven days if the Finder fails to deliver as requested.
5.1.3 Ratings
Rate Finders based on satisfaction with services provided.
5.2 House Finders/Agents
5.2.1 Registration
Must register as a Finder with a valid National ID and matching M-Pesa-registered phone number.
Receive a unique Agent ID to fulfill rental requests and list properties publicly.
Inaccurate ID/phone details will result in payment failures and account suspension.
Note: You do NOT need an identification card to become a normal member (House Finder). However, to become an Agent (House Hunter), identification documents are required as part of the agent registration process.
5.2.2 Commissions
Earn 6% of the 10% fee paid by House Hunters.
Example: KES 60 for a KES 100 fee
Payments are remitted weekly via M-Pesa or bank deposit for completed jobs.
Accounts with reported strikes may be banned, and commissions withheld.
Payment Method: As of the current date, Vacant Global pays all its agents via Safaricom M-Pesa. Plans are underway to expand globally with payments via bank account and PayPal.
5.2.3 Agent Obligations
Fulfill rental requests per House Hunter specifications.
Upload appropriate, accurate property listings.
Maintain professional conduct; explicit or misleading content is prohibited.
5.2.4 Access to History
View payment history and completed jobs within the App.
5.3 Moderators
Screen all property images and descriptions before submission to House Hunters.
Ensure no explicit or inappropriate content reaches Users.
Facilitate dispute resolution between House Hunters and Agents.
6. Payments and Fees
Commission Structure Summary
• House Hunters pay: 10% of monthly rent as service fee
• Agents receive: 6% of the total fee (60% of House Hunter's payment)
• Platform retains: 4% for operational costs
6.1 House Hunter Fees
10% of monthly rent, paid upfront upon rental request submission.
Non-refundable except under clause 5.1.2 (Agent non-performance).
6.2 Agent Commissions
6% of the 10% House Hunter's fee, paid weekly via M-Pesa.
Conditional on successful fulfillment and no pending disputes.
6.3 Payment Disputes
Disputed payments are held until investigation concludes.
Decisions made by Moderators are final and binding.
7. Account Management
7.1 Registration
Provide accurate, current information during registration including a clear photo, valid email address, and active phone number.
Maintain confidentiality of login credentials.
7.2 Password Reset
Reset passwords only via email through the App's secure process.
7.3 Account Deletion
Request deletion via the Feedback Feature, providing:
Member ID
Registered email
Finder ID (if applicable)
Deletion is permanent and irreversible; all data will be purged per our Privacy Policy. Once your account is deleted, it cannot be recovered.
8. Communication
Use the in-app Feedback Feature to contact administrators.
We may contact you via call or SMS for service-related matters.
Marketing communications are opt-in; you may unsubscribe anytime.
9. Prohibited Conduct
Users must not:
Submit false, misleading, or fraudulent information.
Share explicit, offensive, or inappropriate content.
Harass, abuse, or harm other Users.
Circumvent App fees or commissions.
Use the App for illegal purposes.
10. Termination and Suspension
We reserve the right to:
Suspend or terminate accounts violating this Agreement.
Withhold payments for fraudulent or disputed activities.
Ban Agents with multiple valid strikes.
11. Disclaimers and Limitation of Liability
The App facilitates connections but does not guarantee rental agreements.
We are not liable for:
User conduct or agreements between House Hunters and Agents.
Property conditions, legal compliance, or rental contracts.
Indirect, incidental, or consequential damages.
Total liability is limited to fees paid by you in the last six months.
12. Modifications
We may update this Agreement periodically. Continued use after changes constitutes acceptance. Users will be notified of material changes via App notifications or email. Users will receive timely notifications of any updates or modifications to the Privacy Policy.
13. Governing Law
This Agreement is governed by the laws of Kenya. Disputes shall be resolved in Kenyan courts.
14. Geographic Availability
As of 2024, Vacant Global is only available in East Africa with plans to go global in due time. The said information will be communicated on the vacantglobal.com website.
15. User Rights
Users have the right to:
Access their personal data
Request correction of inaccurate data
Request deletion of their account and data (via the feedback activity)
Withdraw consent for data processing
16. Contact Information
For questions or concerns:
Feedback Feature
Use the in-app communication tool for all inquiries, support requests, account deletion requests, and reporting misconduct.
For inquiries and support, users can contact admin through the in-app feedback activity or visit www.vacantglobal.net.
17. Frequently Asked Questions
1. Is Vacant Global worldwide?
Answer: As of 2024, Vacant Global is only available in East Africa with plans to go global in due time. The said information will be communicated on the vacantglobal.com website.
2. Do I need an identification card to become a member?
Answer: NO, you do not need an identification card to become a normal member that is a House Finder. However, to be an Agent (House Hunter), you will need identification documents since it is required in the agent registration process.
3. How does Vacant Global pay its House Hunters (Agents)?
Answer: As of the date of writing of this document, Vacant Global pays all its agents via Safaricom M-Pesa. Plans are underway for global expansion with payments via bank account and PayPal.
4. Can I delete my account and data?
Answer: Yes. You can request account deletion from the feedback activity. Once your account is deleted, it cannot be recovered, and all associated data will be permanently erased within 7 business days.
5. How do I report misconduct or suspicious activity?
Answer: Use the in-app "Report" button on any listing or user profile, or use the "Feedback and Complaints" feature. All reports are reviewed within 48 hours by our moderation team.
6. Does Vacant Global share my data with third parties?
Answer: NO. Vacant Global does NOT share, sell, rent, or disclose user data to any first, second, or third parties. The only data stored is basic contact information collected during account creation.
7. Can I delete my own property listings?
Answer: YES. All user-generated data created for house listings and service listings can be deleted by the user themselves at any time without administrative intervention.
8. Are all uploads moderated before being displayed?
Answer: YES. Every image, property listing, service description, and user-generated content submitted undergoes review by our moderators BEFORE being displayed publicly on the platform.
9. What happens if I report a user or listing?
Answer: Your report is reviewed within 48 hours by our moderation team. Verified grave misconduct may result in immediate account suspension, permanent ban, and withheld commissions (for agents).
10. What information is collected during registration?
Answer: We collect names, email addresses, phone numbers, clear profile photo, and for agents: National ID numbers and M-Pesa-registered phone numbers.
11. How is my payment information handled?
Answer: All payment transactions are processed through secure payment processors. We do not store credit card details or M-Pesa PINs on our servers.
12. How long does moderation take?
Answer: Moderators typically approve or request revisions within 24-48 hours. You will be notified of the moderation decision.
13. What is the commission structure?
Answer: House Hunters pay 10% of monthly rent. Agents receive 6% of the total fee. The platform retains 4% for operational costs.
14. How are disputes handled?
Answer: Disputed payments are held until investigation concludes. Decisions made by Moderators are final and binding. Refunds are processed within seven days if the Finder fails to deliver.
15. Can I access my payment history?
Answer: Yes, agents can view payment history and completed jobs within the App.
16. What happens if I provide inaccurate information?
Answer: Inaccurate ID or phone details will result in payment failures and account suspension.
17. How do I reset my password?
Answer: Reset passwords only via email through the App's secure process.
18. Will I be notified of policy changes?
Answer: Yes, users will receive timely notifications of any updates or modifications to the Privacy Policy and User Agreement.
19. What law governs this agreement?
Answer: This Agreement is governed by the laws of Kenya. Disputes shall be resolved in Kenyan courts.
20. How do I contact Vacant Global for support?
Answer: For inquiries and support, contact admin through the in-app feedback activity or visit www.vacantglobal.net.
Agreement & Privacy Policy Acceptance
By using Vacant Global, you acknowledge that you have read, understood, and agree to this User Agreement and Privacy Policy, including our data handling practices, moderation policies, and reporting mechanisms.
