Terms

Terms of use

These are the rules for using Fasal, written in plain English. They cover what Fasal does, what our checks mean, and how lessons are booked and paid for.

Effective date: 19 September 2026. Contact: hello@fasal.app

Who we are

"Fasal", "we" and "us" mean the business that operates the Fasal service in Kenya. You can reach us at hello@fasal.app.

What Fasal does

Fasal introduces parents across Kenya to private tutors, shows what we have checked about each tutor, and handles the booking and the payment for a lesson.

Tutors are not employed by Fasal. They are independent people who teach on their own account. The lesson itself is an arrangement between you and the tutor. Fasal's role is to check tutors, run the booking, hold the payment, and step in when something goes wrong.

What our checks do and do not mean

Before a tutor can be booked, we complete five checks, and a sixth where it applies:

• We verify their national ID and match their identity during our verification process.
• They provide a valid Certificate of Good Conduct from the Directorate of Criminal Investigations (DCI), which we review.
• We contact two people they have previously worked for.
• A member of our team interviews them about their teaching experience, approach and child safety.
• They complete a 30-minute demonstration lesson so we can assess how they teach and communicate.
• Where they are a trained teacher, we show their current Teachers Service Commission (TSC) registration.

Each badge on a profile says what we actually saw, and when. A Certificate of Good Conduct is treated as valid for twelve months from the day we approve it, after which the badge comes off until a new certificate is supplied.

What this does not mean. A check describes the evidence we saw at a point in time. It is not a promise about how a person will behave in future, and it is not a guarantee of teaching results. We are not present during a lesson. You remain responsible for supervising your child, and we strongly recommend an adult is at home during a home lesson.

Accounts

• You need an account to book, to message a tutor or to report a concern. You can browse tutors without one.
• You must be 18 or older to hold an account. Children do not have accounts.
• Give us information that is true, and keep it up to date.
• Keep your password to yourself. Tell us if you think somebody else has it.
• We can pause or close an account that breaks these terms or puts a child at risk. If we do, we tell you the reason in the app.

Booking and paying for a lesson

Today, money moves by hand, and every step is visible in the app:

• You request an hour from the tutor's own calendar.
• The tutor accepts or declines. A request is not a confirmed lesson.
• Once accepted, you send the lesson fee by M-Pesa to Fasal's number, using your booking reference, and tap I have sent it.
• The Fasal team checks its M-Pesa statement and confirms the payment. The lesson is only confirmed at that point, and the tutor cannot start it before then.
• If we cannot find your payment we send it back to you with a note saying what to check.

The price shown on a tutor's profile is the price for one lesson of one hour, set by that tutor. You pay Fasal for each lesson on its own, and Fasal pays the tutor after the lesson, keeping 15% of what you paid.

• Your first lesson is half price. This applies once per family, to the first lesson you book on Fasal that goes ahead. If that lesson is declined or cancelled, the next one is half price instead. A missed lesson counts as used.
• Any other price, for example for several children or regular lessons, is agreed with the Fasal team (on WhatsApp at +254 746 860 336) and shown in the app on the lesson before you pay.

Changing or cancelling a lesson

You can cancel a lesson yourself while it is still unpaid, up to two hours before it starts — no money has changed hands, so there is nothing to refund. Once you have sent the money, cancelling is a message to the Fasal team and we handle the refund by hand. You get a full refund if the tutor does not arrive, if the tutor cancels after you have paid, or if a lesson is cut short through no fault of yours. We look at any other case on its facts — for example a late cancellation, or a lesson you were not happy with — and decide fairly, in conversation with you. A refund is sent to the M-Pesa number you paid from, usually within three working days of us agreeing it.

If you are a tutor

• Give us true documents and true information about yourself. Supplying a forged document ends your account and may be reported.
• Keep your free hours honest. A parent books the hours you publish.
• Turn up on time, and check in and out through the app.
• Write the lesson report afterwards.
• Tell us promptly if your Certificate of Good Conduct, TSC registration or contact details change.
• Do not arrange payment outside Fasal for lessons booked through Fasal.

Behaviour and safety

Treat other people on Fasal with respect. Do not harass anyone, do not send anyone anything unlawful, and do not use Fasal to arrange anything other than tutoring.

If anything about a tutor or a lesson worries you, tap Report on the tutor's page. A person at Fasal looks at every report, and can suspend a tutor while they investigate. In an emergency, contact the Kenyan police first.

Reviews and content

Reviews should describe your own experience honestly. We can remove a review that is abusive, untrue, or that identifies a child. What you write stays yours; by posting it you allow us to show it on Fasal.

When Fasal is not available

We try to keep Fasal working, but we cannot promise it is always available or free of faults. We may change or withdraw features.

Responsibility and limits

Fasal's role is to check tutors, run the booking, and hold the payment until it is confirmed. The lesson itself is an arrangement between you and an independent tutor, not an employee of Fasal, so to the fullest extent the law allows, Fasal is not responsible for what happens during a lesson or for a tutor's conduct, and is not liable for indirect losses such as lost time or a missed opportunity. Where Fasal is found responsible for something that is our fault, our liability is limited to the fees you paid Fasal for the lesson concerned.

Nothing in these terms excludes or limits any right that cannot lawfully be excluded, including your rights under Kenya's Consumer Protection Act 2012, or liability for death or personal injury caused by negligence, or for fraud.

Ending your use of Fasal

You can stop using Fasal at any time and ask us to delete your account. We will delete it, and everything in it, after seven days; you can change your mind until then. That includes lessons already booked, so settle anything outstanding with Fasal first. Payments you made or received by M-Pesa remain on your M-Pesa statement, which M-Pesa keeps outside Fasal. We can close or suspend an account as described above.

Changes to these terms

If we change these terms we will update this page and, where the change matters to you, tell you in the app before it takes effect.

Governing law and disputes

These terms are governed by the laws of Kenya, and the courts of Kenya deal with any dispute about them. Before it gets that far, please write to us at hello@fasal.app. Most things are quicker to fix directly, and we would rather hear about a problem than read about it.

Contact

Email hello@fasal.app with any question about these terms, a booking, a payment or a refund.