Terms of Service

Acceptance of Terms

Welcome to Home Help, a domestic services marketplace operated by Brilliant Elite Ltd, a company registered in Kigali, Rwanda. These Terms of Service ("Terms") govern your access to and use of our platform, website, and related services.

By registering an account, booking a service, or applying for a job through Home Help, you confirm that you have read, understood, and agreed to these Terms. If you do not agree, you must not use our platform.

These Terms apply to all users including Clients (households seeking domestic help), Job Seekers / Providers (domestic workers), and Agents (Home Help staff).

Our Services

Home Help provides an online marketplace platform that:

• Connects households with verified domestic workers across Rwanda
• Allows clients to book domestic services including cleaning, childcare, cooking, caregiving, and more
• Allows domestic workers to apply for available job positions
• Assigns dedicated agents to review, approve, and manage bookings and applications
• Sends notifications via WhatsApp to keep users updated on their requests

Home Help acts as an intermediary platform only. We do not directly employ domestic workers. We facilitate the connection between clients and workers and verify worker credentials through our agent network.

User Accounts

To use most features of Home Help, you must create an account. By creating an account, you agree to:

• Provide accurate, complete, and truthful information during registration
• Keep your account credentials confidential and secure
• Immediately notify us of any unauthorized use of your account
• Not share your account with any other person
• Be responsible for all activities that occur under your account

Home Help reserves the right to suspend or terminate accounts that contain false information or violate these Terms.

You must be at least 18 years old to create an account on Home Help.

Clients — Booking Services

As a Client on Home Help, you agree to:

• Provide accurate booking information including location, dates, and requirements
• Treat all domestic workers assigned to you with dignity and respect
• Provide a safe working environment for all workers
• Not request services outside of what was agreed upon in your booking
• Agree on fair compensation with workers before service begins
• Not attempt to contact workers outside of the platform to bypass our process

Home Help agents will review your booking request and assign a suitable worker. You will be notified via WhatsApp once your booking is approved or if further information is needed.

Job Seekers — Applying for Work

As a Job Seeker on Home Help, you agree to:

• Provide truthful and accurate information in your application, including experience, location, and identity
• Submit valid identification documents when requested by agents
• Perform agreed services professionally and reliably
• Respect clients' homes, property, and privacy at all times
• Not engage in any illegal activities while performing services
• Notify clients and Home Help agents if you are unable to fulfill a booking

Home Help reserves the right to remove job seekers from the platform if they provide false information, receive consistent complaints, or violate these Terms.

Prohibited Conduct

All users of Home Help are strictly prohibited from:

• Submitting false, misleading, or fraudulent information
• Harassing, threatening, or abusing other users, agents, or Home Help staff
• Using the platform for any illegal purpose
• Attempting to circumvent our platform by dealing directly with matched parties to avoid our process
• Posting or sharing offensive, discriminatory, or harmful content
• Attempting to hack, disrupt, or damage our platform or systems
• Creating multiple accounts to abuse the platform

Violation of these rules may result in immediate account suspension or permanent ban without notice.

Privacy & Data

Your privacy is important to us. By using Home Help, you agree that we may collect and use your personal information as described in our Privacy Policy.

We collect information such as your name, email, phone number, location, and booking details to operate the platform and improve our services.

We do not sell your personal data to third parties. Your information is used solely to facilitate connections between clients and workers, and to communicate with you about your account and bookings.

Limitation of Liability

Home Help is a marketplace platform that facilitates connections between clients and domestic workers. We are not directly responsible for:

• The quality, safety, or outcome of any service provided by a worker
• Any loss, damage, injury, or harm that occurs during a service
• Disputes between clients and workers
• Actions taken by workers or clients outside of our platform

We take reasonable steps to verify worker credentials through our agent network, but we cannot guarantee the conduct of any individual. Users engage with the platform at their own risk.

To the maximum extent permitted by Rwandan law, Brilliant Elite Ltd's total liability shall not exceed the fees paid (if any) to Home Help in the preceding 3 months.

Termination

Home Help reserves the right to suspend or terminate your account at any time, with or without notice, if:

• You violate any of these Terms
• We detect fraudulent or abusive behavior
• Your account has been inactive for an extended period
• We decide to discontinue the service

You may also delete your account at any time by contacting us at info@homehelp.rw. Upon account deletion, your data will be handled as per our Privacy Policy.

Changes to These Terms

Home Help reserves the right to update or modify these Terms at any time. When we make significant changes, we will notify you via:

• A notice on the Home Help platform
• An email or WhatsApp message to your registered contact

Your continued use of the platform after changes are published constitutes your acceptance of the updated Terms. We recommend reviewing these Terms periodically.

Contact Us

If you have any questions about these Terms of Service, please contact us:

• Company: Brilliant Elite Ltd
• Email: info@homehelp.rw
• WhatsApp: +250 790 533 144
• Location: Kigali, Rwanda
• Website: hh.bibhq.org

These Terms are governed by the laws of Rwanda. Any disputes arising from these Terms shall be resolved under Rwandan jurisdiction.