Terms and Conditions

These terms are a draft. They set out, in plain English, how Vhiri is meant to work, and they are waiting for review by our legal advisers. The reviewed terms may differ from this draft.

These are the terms for everyone. Renters, hosts and service providers also agree to the terms for their profile.

When the reviewed terms are published, you will be asked to accept them, section by section. Nothing in this draft asks you to sign.

To show that it is really you who accepts these terms, Vhiri will ask you to sign each section with a selfie, taken after a short liveness check, such as turning your head when asked.

Before any selfie is taken, we ask for your consent. If you give it:

• we capture your face image, the result of the liveness check, your device, your IP address and the time
• we use them only as evidence that you signed, and to check that it was you
• only authorised Vhiri staff can see them, and every view is recorded; we may share them with a court or dispute body if a signature is disputed
• we keep them while you use Vhiri and for a limited time afterwards, as the Privacy Policy sets out

If an outside provider runs the liveness check, we will name it here before it is used.

You can withdraw your consent at any time. Without it you cannot sign, and a profile whose terms are not signed may not be able to take on new bookings or jobs.

Give true, complete and current details, and keep them up to date.

• One person per login: do not share your login or let anyone else use your account.
• Keep your password and phone safe. You are responsible for what is done with your account until you tell us it has been misused.
• Verify your identity when asked. Profiles, listings and services are reviewed before they go live.

We may suspend an account that gives false details or uses someone else's identity.

We handle your personal information as the Vhiri Privacy Policy describes. You can read it in the app, under Profile, and on our website.

In short, we collect what we need to run Vhiri, including identity documents, photos taken at handovers and jobs with their time and place, messages and payment records. We share it only with the other party to a booking or job, with the providers who help us run Vhiri, and with the authorities when the law requires it.

You can ask for a copy of your information, correct it, or delete your account in Settings.

Use Vhiri chat for everything about a booking or job. Messages in Vhiri are the record of what was agreed, and they may be read when a dispute or an audit needs it.

Each message shows the person who sent it, so where several people use one profile, everyone can see who said what.

We send notices about your bookings, jobs, payments and account by push notification, email, SMS and WhatsApp. Keep your contact details current so that they reach you.

Be respectful: do not send abusive, threatening or misleading messages.

Pay only through Vhiri: by card or mobile money through our payment processors, from your Vhiri wallet, or by EcoCash transfer to our business wallet where it is offered.

When you pay for a booking or a job, Vhiri holds the money until it is complete, then pays the host or service provider, less Vhiri's fees. Refunds are paid into your Vhiri wallet, and you can withdraw your wallet balance to a bank account or mobile money wallet.

Prices are in US dollars or ZWG, as shown. The fees that apply, including Vhiri's fees and payment processing fees, are shown before you pay.

This section will be finalised after legal advice on how Vhiri holds payments and wallet balances.

Do not arrange or pay for bookings, jobs or services outside Vhiri with people you met through Vhiri. A deal made outside Vhiri has none of Vhiri's protection: no payment held until completion, no reviews and no dispute process.

We may suspend an account that moves business off the platform.

Reviews must be honest and about your own experience. Do not post fake reviews, offer anything in return for a review, or review yourself.

Do not discriminate against, harass or threaten anyone, and do not use Vhiri for anything illegal. We may remove content that breaks these rules and suspend the account that posted it.

If something goes wrong, raise it with Vhiri as soon as you can, with the photos, messages and receipts that show what happened. The other party is asked for their side.

A Vhiri administrator reviews the evidence and decides. We aim to settle disputes within 5 working days, and money in dispute stays held by Vhiri until then.

Which law governs these terms, and which courts can hear a dispute, will be set out here after legal review.

We may pause or suspend a profile while we look into a problem, when its documents have lapsed (a compliance hold), or when these terms are broken. Bookings and jobs already under way can usually be completed.

You can close your account at any time in Settings. We may close an account that seriously or repeatedly breaks these terms.

The limits of Vhiri's liability, the promises users and Vhiri make to cover each other's losses, and what happens when events outside anyone's control stop a booking or job will be set out here after legal review.

When these terms change, we publish a new version with its number and the date it takes effect, and we tell you in the app. You will be asked to accept the new version, and you may be given a set time to do so. Until you accept it, you may not be able to take on new bookings or jobs.

You agree that accepting these terms in the Vhiri app, including signing a section with a selfie after a liveness check, is your electronic signature and binds you as a signature on paper would. This will be confirmed after legal review.

These renter terms are a draft, written in plain English and waiting for review by our legal advisers. The reviewed terms may differ from this draft.

They apply on top of the Vhiri Terms and Conditions for everyone. The last sections apply only to companies that rent through a corporate renter profile.

To rent a car you must:

• meet Vhiri's minimum age and driving experience rules, and any stricter rules the host sets for the car
• hold a driving licence that is valid in Zimbabwe for the car you rent
• have a verified Vhiri profile

Only the drivers named on the booking may drive the car.

Pick up and return the car at the times and places in your booking.

• To keep the car longer, ask the host through Vhiri before your return time. The rental is only extended once the host agrees, and the extra time is paid at the car's rates.
• If you return the car late without an agreed extension, you may be charged for the extra time and for the costs the delay causes the host.
• If you do not collect the car at the booked time, the car's cancellation policy applies as if you had cancelled at that time.

Tell the host as early as you can if you are running late.

Each car has a refundable security deposit, set by the host and shown before you book. It is paid with the booking and held by Vhiri during the rental.

After you return the car and its condition is confirmed, the deposit is returned to your Vhiri wallet. Part or all of it may be kept, with evidence, to cover:

• damage to the car during your rental
• fuel, extra mileage and cleaning under the car's policies
• traffic fines, tolls and parking charges
• late return and recovery costs

If the deposit is not enough, you pay the difference. You can dispute a deduction through Vhiri.

This section will be finalised after legal advice on how deposits are held.

At pick-up and at return, you and the host go through the handover checklist in the app together, with photos of the car, and both of you approve it. Check the car carefully: damage not recorded at pick-up may be treated as damage during your rental.

Report any damage, warning light or fault to the host through Vhiri as soon as you notice it.

You are responsible for damage to the car during your rental, other than normal wear and tear. Damage is assessed from the handover photos and, where needed, a repair quote or an assessment by a service provider.

The host must tell you what insurance covers the car, and the excess you pay if a claim is made, before the rental starts.

You are not covered, and you pay the full cost of any loss, if:

• someone not named on the booking was driving
• the driver was under the influence of alcohol or drugs
• the car was driven off-road, raced, or used to carry paying passengers
• the car crossed a border without the host's written consent

This section will be finalised after legal and insurance advice.

While you have the car, obey the road traffic laws and the instructions of the police:

• carry your driving licence and the car's papers
• make sure everyone in the car wears a seatbelt
• keep to the speed limits, and never drive after drinking alcohol or taking drugs
• do not hold or use a phone while driving
• do not use the car for anything unlawful

You are responsible for the consequences of any offence committed with the car while it is booked to you.

You pay all traffic fines, tolls, parking charges and penalties incurred while the car is booked to you.

If one reaches the host or Vhiri after your rental, it is passed on to you with a copy, together with a reasonable admin fee, and taken from your deposit or charged to you. Vhiri or the host may name you as the driver to the authority that issued it.

Each car has a fuel policy, shown before you book:

• Full-to-Full: you get the car with a full tank and return it full.
• Same-to-Same: you return it with the fuel level it had at pick-up.
• Prepaid or included: fuel is included in the price, and you can return the car at any fuel level.

If you return the car with less fuel than its policy requires, you pay for the missing fuel and a refuelling charge. If the car has a daily mileage limit, every kilometre over it is charged at the car's extra-mileage rate.

Use the car only for ordinary personal or business travel, driven by the drivers named on the booking. Do not:

• take it across a border without the host's written consent and the right papers
• use it for ride-hailing, taxi or delivery work, or rent it to anyone else
• race it, tow with it or drive it off-road
• carry more people or more load than it is built for

Follow the host's rules for the car, such as on smoking and pets.

If you have an accident or a breakdown, or the car is stolen:

• make the scene safe and get help for anyone who is hurt
• report an accident or a theft to the police at once, and get a police report
• tell the host and Vhiri as soon as you can, with photos
• do not admit fault or agree to pay for anything at the scene

Do not have the car repaired without the host's consent. The host pays for faults in the car itself; you pay for damage or misuse during your rental.

The host or Vhiri may recover the car if:

• it is overdue, and you have not agreed an extension or answered the host and Vhiri
• it is being used unlawfully or against these terms
• it has been reported stolen

The host must tell you if the car has a tracking device. A car is only ever recovered lawfully. You pay the reasonable costs of a recovery that you caused.

Each car has a cancellation policy, shown before you book. If you cancel early enough, you get a full refund:

• Flexible: at least 24 hours before pick-up
• Moderate: at least 72 hours before pick-up
• Strict: at least 7 days before pick-up

If you cancel later than that, you get no refund, and the amount goes to the host, less Vhiri's fees. If the host cancels or declines your booking, you get a full refund.

Refunds are paid into your Vhiri wallet, and you can withdraw them from there.

Return the car in the condition you received it, apart from normal wear and tear, and reasonably clean. If it needs more than normal cleaning, the car's cleaning fee applies.

Take your belongings with you. The host will try to return anything left behind, but neither the host nor Vhiri is responsible for it.

This section applies to companies renting through a corporate renter profile.

The company is responsible for the bookings its employees and drivers make or use, and for the damage, fines, fees and payments that arise from them, as if the company had made them itself. Whether the company recovers any of this from its employees is a matter between the company and its employees.

This section applies to companies renting through a corporate renter profile.

A company can set travel grades, the cars each grade may book, and monthly spending limits. A booking above an employee's grade or limit waits for the company's approval before the host sees it. The company is responsible for setting up its policy and its approvers correctly.

This section applies to companies renting through a corporate renter profile.

If the company switches on automatic payment, its company wallet pays for a booking as soon as the host accepts it. If the wallet does not hold enough, the booking waits for one of the company's finance users or administrators to pay.

This section applies to companies renting through a corporate renter profile.

The person who accepts these terms for the company confirms that they are authorised to do so, and that the company is bound by them.

These host terms are a draft, written in plain English and waiting for review by our legal advisers. The reviewed terms may differ from this draft.

They apply on top of the Vhiri Terms and Conditions for everyone. The last sections apply only to companies that list cars through a corporate host profile.

List only a car that you own, or that its owner allows you to rent out. If the car is financed or leased, you need the consent of the finance or lease company.

Upload the car's registration documents when asked. We may remove a listing if we cannot confirm that you may rent the car out.

Your listing must be accurate and current: real photos of the car, its features and condition, where it is collected, its price and when it is available.

• Do not list a car you cannot provide, or advertise one car and supply another.
• Do not claim an assessment the car has not had: the assessed badge shows only an assessment recorded through Vhiri.
• Update the listing as soon as anything changes.

An administrator reviews each listing before renters can see it.

Keep every car you list roadworthy, licensed and safe:

• keep its vehicle licence and any certificates it needs valid
• service it on schedule and record its maintenance in Vhiri
• fix faults before the next rental

Take a car off Vhiri at once if it is not safe to drive.

Keep each car insured with cover that allows it to be rented to others, and show proof when Vhiri asks. Tell renters what the cover is and the excess they pay.

Who bears a loss that insurance does not cover will be set out here after legal and insurance advice.

You set your car's rates, its deposit and any cleaning, delivery, airport and extra-mileage fees. Vhiri's fees are shown when you list, and payment processing fees apply to payments.

The price a renter sees when they request a booking is locked for that booking: a later change to your rates does not affect it. The promo codes you create are funded by you.

Answer booking requests promptly.

Do not cancel a booking you have accepted unless you have to. If you cancel, the renter gets a full refund, and repeated cancellations may lead to your listings being paused.

Do not refuse renters, or treat them differently, because of their race, tribe, religion, gender, disability or any other personal characteristic.

Be on time for pick-up and return, at the place in the booking or the delivery address you agreed.

Hand over the keys and the car's papers, and go through the handover checklist in the app with the renter, with photos, at pick-up and at return. Both of you approve it. Damage is much harder to claim for when there is no checklist.

If a car comes back damaged, short of fuel, over its mileage limit or dirty, claim through Vhiri as soon as you can after the return, with the handover photos and a quote or receipts.

The renter is told and can respond. A deduction from the deposit is paid to you once it is agreed or decided by Vhiri, and the rest of the deposit is returned to the renter.

This section will be finalised after legal advice on how deposits are held.

If a fine, toll or parking charge from a rental reaches you, pass it on through Vhiri with a copy, and it is charged to the renter.

Tell renters if a car has a tracking device. Recover a car only lawfully, and only in the cases the renter terms allow, never by force or threats.

When a rental is complete, Vhiri releases the payment to your Vhiri wallet, less its fees, and you can withdraw it to your payout account. Keep your payout details correct: Vhiri is not responsible for a payment sent to details you gave.

You are responsible for your own taxes on what you earn. Payouts may be held while your profile is under a compliance hold or a dispute is open.

Reply to renters promptly and politely, keep to what you agreed, and help with problems during a rental. The communication rules in the terms for everyone apply too.

This section applies to companies listing cars through a corporate host profile.

Keep the company's verification documents, including its tax clearance, valid. When one lapses, the company cannot take new bookings until a valid one is approved (a compliance hold). Bookings already accepted go ahead.

This section applies to companies listing cars through a corporate host profile.

The person who accepts these terms for the company confirms that they are authorised to do so, and that the company is bound by them.

These service provider terms are a draft, written in plain English and waiting for review by our legal advisers. The reviewed terms may differ from this draft.

They apply on top of the Vhiri Terms and Conditions for everyone. The last sections apply only to companies that offer services through a corporate service provider profile.

Hold valid credentials for each trade you offer, and keep them current. For example:

• a work driving licence for chauffeur and towing work
• a trade test certificate for maintenance, major service, panel beating and auto electrical work

Upload them when asked. A service cannot be booked while the credentials it needs are missing or expired.

Hold public liability insurance that covers the work you do through Vhiri, keep it current, and upload proof when asked.

Quotes must be itemised, with labour, the call-out fee, materials and travel shown separately.

When a job is priced after an assessment, the assessment fee is separate and is not taken off the repair price. If the customer declines your quote, the job ends with the assessment paid.

If you find extra work or need more parts during a job, send a variation through Vhiri. Do not start that work until the customer has approved and paid for it.

Vhiri stands for excellent work, and the customer's rating decides what you are paid:

• 4 or 5 stars: you are paid in full.
• 3 stars: you either accept 60 percent of the labour and call-out fee, or fix the work once and are rated again. Materials and travel are always paid in full.
• 1 or 2 stars: a dispute opens, and the money stays held until a Vhiri administrator settles it.

If the customer gives no rating within 7 days, you are paid in full.

This rule starts on a date Vhiri announces. Until then, a completed job is paid in full.

Mark your arrival in the app only when you are actually there. The customer then has 15 minutes to confirm it.

• If the customer neither confirms nor turns up, the job ends as a no-show, and you are paid the call-out fee and your travel.
• If the customer reports that you are not there, a dispute opens and nothing is paid until it is settled. Marking an arrival when you are not there is a serious breach of these terms.

If you are running late, tell the customer through Vhiri. Repeated lateness or not turning up affects your standing and can lead to suspension.

Take photos in the app before, during and after the work. Each one records the time and, where your phone provides it, the place. Photograph every part you replace.

These photos are the evidence of your work if a customer questions it.

A job can end early only after the customer confirms how much of the work was done. You are then paid that share of the labour, plus the call-out fee, the materials already used and your travel. The rest is refunded to the customer.

Vhiri holds the customer's payment until the job is complete, then releases it to your Vhiri wallet, and you can withdraw it to your payout account.

Vhiri's service fee is charged on labour and the call-out fee only, never on materials or travel. The payment processing fee applies to the whole payment.

Your grade reflects your ratings and record, and a higher grade can lower the service fee you pay. Payouts may be held while your profile is under a compliance hold or a dispute is open.

Take care of the customer's vehicle and premises, and work safely. Do not drive or use a customer's vehicle except as the job needs.

Keep what you learn about customers confidential.

You can decline a job request before you accept it. Once you have accepted, cancel only if you must, and tell the customer through Vhiri as early as you can. The customer gets a full refund, and cancellations count against your standing.

If a customer disputes a job, give your side and your evidence through Vhiri. A Vhiri administrator decides. We aim to settle disputes within 5 working days, and the money in dispute stays held until the decision.

This section applies to companies offering services through a corporate service provider profile.

The company is responsible for the work and conduct of its technicians. Send only technicians who are eligible for the trade, and arrange any stand-in through Vhiri. When a team does a job, its lead technician completes it in the app.

This section applies to companies offering services through a corporate service provider profile.

Keep the company's verification documents, tax clearance, business credentials and insurance valid. When one lapses, the company cannot take new jobs until a valid one is approved (a compliance hold). Jobs already accepted go ahead.

This section applies to companies offering services through a corporate service provider profile.

The person who accepts these terms for the company confirms that they are authorised to do so, and that the company is bound by them.