Kenyan Upcycling Innovation Hub (KUIH)
Effective Date: 5 November 2026
Welcome to the Kenyan Upcycling Innovation Hub (KUHI). These Terms of Service govern your access to and use of our website, online store, digital platforms, products, services and related facilities. By accessing our website, creating an account, placing an order, making a purchase or using any of our services, you agree to be bound by these Terms.
Please read them carefully before using our services. If you do not agree with any part of these Terms, you should discontinue using the relevant services.
1. About KUIH
Kenyan Upcycling Innovation Hub (KUIH) is an environmentally driven enterprise committed to advancing sustainability through upcycling, recycling, responsible resource management and the promotion of circular economy solutions.
Through our platforms and operations, we may offer upcycled products, environmentally responsible goods, creative solutions, educational resources, consultancy, collaborations and other sustainability-related services.
Our mission is to transform waste into value, promote responsible consumption and contribute to a cleaner, more sustainable future.
2. Acceptance of Terms
By using KUIH's website, online store, Point of Sale (POS) system or other digital services, you confirm that:
You are legally capable of entering into a binding agreement.
The information you provide is accurate, complete and up to date.
You will use our services lawfully and responsibly.
You have read, understood and accepted these Terms and our applicable policies.
You will not use our platforms for fraudulent, misleading, unlawful or unauthorized activities.
These Terms apply to customers, website visitors, registered users, suppliers and other individuals interacting with KUIH's services, where relevant.
3. Products and Services
KUHI endeavours to provide accurate descriptions, photographs, specifications, prices and other information relating to its products and services.
However:
Many upcycled products may be handcrafted, repurposed or produced from recovered materials.
Variations in colour, texture, shape, dimensions and finish may occur because of the nature of reclaimed materials and production processes.
Product images are provided for illustration and may differ slightly from the final product.
Product availability may change without prior notice.
We reserve the right to modify, discontinue or introduce products and services at our discretion.
Such variations do not automatically constitute defects where they are consistent with the disclosed characteristics of an upcycled or handcrafted product.
We will make reasonable efforts to disclose material product limitations, specifications and relevant safety information.
4. Orders and Order Acceptance
Placing an order through our website, online store or other sales channels constitutes an offer to purchase the selected products or services.
An order is not considered accepted until KUIH confirms it through an appropriate communication or order confirmation.
KUHI reserves the right to:
Accept or decline an order.
Cancel orders where products are unavailable.
Decline transactions suspected of fraud or unauthorized activity.
Correct genuine pricing, product description or technical errors.
Request additional information where necessary to process an order.
If an order is cancelled after payment has been received, any eligible refund will be processed in accordance with our Refund and Returns Policy.
5. Pricing and Payments
All prices displayed on our platforms will be stated in the applicable currency, ordinarily Kenya Shillings (KES), unless otherwise indicated.
Prices may be updated from time to time. The applicable price will generally be the price displayed at the time an order is placed and accepted.
KUHI may support payment through available payment channels, including:
M-Pesa.
Pesapal.
Debit and credit cards, where enabled.
Bank transfers, where offered.
Cash payments at authorized physical outlets.
Other payment methods expressly made available by KUIH.
Customers are responsible for ensuring that payment information is accurate and that transactions are authorized.
Payments processed through third-party providers are subject to the respective providers' terms, conditions and security procedures.
KUIH does not store customers' complete card details or M-Pesa PINs. Sensitive payment credentials should only be entered through authorized payment channels.
An order may remain pending until payment has been successfully verified.
6. Delivery, Collection and Fulfilment
KUIH will communicate applicable delivery arrangements, estimated timelines, delivery charges and collection procedures during the ordering process or through subsequent confirmation.
Customers are responsible for providing accurate delivery information, including their name, telephone number and delivery address.
Please note:
Delivery timelines are estimates and may be affected by circumstances beyond our reasonable control.
Additional delivery charges may apply depending on the location, product size, weight and delivery method.
Customers must ensure that someone is available to receive deliveries at the agreed location.
Collection orders should be collected within the communicated period.
Any visible damage, missing items or incorrect deliveries should be reported promptly.
KUHI will make reasonable efforts to resolve delivery-related complaints and fulfil accepted orders within the communicated timelines.
7. Returns, Refunds and Exchanges
We aim to ensure that customers receive products and services that meet the descriptions and reasonable expectations communicated at the time of purchase.
Customers may request a return, exchange or refund where:
A product is defective or materially damaged upon delivery.
The wrong product has been delivered.
The product materially differs from its advertised description.
An order has been cancelled by KUIH after payment.
Another valid ground for return or refund exists under applicable Kenyan law.
Returns may be declined where a product has been damaged through misuse, negligence, unauthorized modification or ordinary wear and tear after delivery.
For handcrafted and upcycled products, minor variations in appearance arising from the use of recovered materials will not necessarily qualify as defects.
Customers should contact KUHI with their order reference, a description of the issue and supporting photographs where applicable.
Approved refunds will ordinarily be made through the original payment method where practicable, subject to payment provider procedures and applicable law.
Nothing in this section limits rights that customers may have under applicable consumer protection legislation.
8. Customer Accounts and Responsibilities
Customers may be required to create an account to access certain services or complete specific transactions.
You agree to:
Provide truthful registration information.
Maintain the confidentiality of your login credentials.
Notify KUIH promptly if you suspect unauthorized access to your account.
Avoid sharing account access with unauthorized individuals.
Ensure that information submitted through your account remains accurate.
You are responsible for activities conducted through your account, except where unauthorized activity results from circumstances attributable to KUHI or otherwise governed by applicable law.
KUHI reserves the right to suspend or restrict accounts involved in fraudulent, abusive or unlawful activities, subject to applicable legal requirements.
9. KUIH Rewards, EcoPoints and Promotional Benefits
Where KUIH introduces a customer rewards, loyalty or redeemable Points programme, participation will be subject to the applicable programme rules.
Such programmes may reward eligible activities, including purchases, recycling participation, waste recovery, product exchanges or other qualifying sustainability activities.
Unless expressly stated otherwise:
Rewards are subject to eligibility and verification.
Points are not equivalent to cash.
Points may only be redeemed through approved KUIH channels.
Points cannot be transferred, sold or exchanged for cash unless expressly authorized.
KUHI may correct points awarded in error or resulting from fraudulent activity.
Promotional rewards may have expiry dates and additional conditions.
Any blockchain-based or digitally recorded reward system will operate subject to its published programme rules, technical limitations and applicable laws.
KUHI does not represent loyalty points as investments, securities, deposits or guaranteed financial returns.
10. Intellectual Property Rights
Unless otherwise stated, all intellectual property appearing on KUIH's platforms belongs to or is lawfully licensed to KUIH.
This includes:
Logos, trademarks and brand identities.
Website designs and layouts.
Written content and publications.
Photographs, graphics and illustrations.
Videos and promotional materials.
Product designs and original creative materials.
Software, databases and digital resources.
You may access and use this content for personal, informational and lawful purposes.
You must not reproduce, distribute, modify, commercially exploit, publish or otherwise use KUHI's intellectual property without prior written permission, except where permitted by law.
The names, logos and trademarks of third-party organizations remain the property of their respective owners.
11. Prohibited Activities
Users must not:
Use KUHI's platforms for unlawful purposes.
Submit false, misleading or fraudulent information.
Attempt unauthorized access to accounts, systems or databases.
Introduce malicious software, viruses or harmful code.
Interfere with website functionality, security or availability.
Copy, scrape or commercially exploit platform content without authorization.
Manipulate orders, payments, rewards or promotional systems.
Impersonate KUHI, its employees, partners or other users.
Engage in harassment, abuse or activities that compromise the safety of other users.
KUHI may investigate suspected violations and take appropriate action, including account suspension, transaction cancellation or referral to relevant authorities where legally justified.
12. Third-Party Services and External Links
Our platforms may integrate with or link to third-party services, including payment gateways, delivery providers, communication platforms, mapping services and social media networks.
These services may operate independently of KUIH and may have their own terms and privacy policies.
KUHI is not responsible for the independent practices, content, availability or security of third-party platforms, except to the extent required by applicable law.
Customers are encouraged to review the relevant third-party terms before using such services.
13. Privacy and Personal Data Protection
KUHI respects the privacy of its customers, visitors, partners and other users.
We may collect and process personal information necessary to:
Register and manage customer accounts.
Process orders and payments.
Arrange deliveries and collections.
Respond to enquiries and complaints.
Provide customer support.
Administer rewards and promotional programmes.
Improve our products, services and digital platforms.
Meet legal, regulatory and administrative obligations.
Personal data will be handled in accordance with our Privacy Policy and applicable Kenyan data protection laws, including the Data Protection Act, 2019.
We will take reasonable measures to protect personal information against unauthorized access, disclosure, alteration, loss or misuse.
For further information, please refer to our Privacy Policy.
14. Website Availability and Technical Limitations
KUIH endeavours to maintain reliable and secure digital platforms. However, uninterrupted access cannot be guaranteed.
Our platforms may occasionally experience:
Scheduled maintenance.
Technical failures or interruptions.
Connectivity problems.
Software updates.
Security-related restrictions.
Third-party service disruptions.
KUHI reserves the right to modify, suspend or discontinue any digital service where reasonably necessary.
We will make reasonable efforts to minimize disruptions and restore affected services.
15. Limitation of Liability
To the extent permitted by applicable law, KUIH shall not be liable for indirect, incidental or consequential losses arising from the use or inability to use its platforms or services.
This may include loss of business opportunities, anticipated profits, data or goodwill, where such exclusions are legally permitted.
KUIH shall not be responsible for losses resulting from:
Incorrect information supplied by customers.
Unauthorized use of customer accounts where KUIH has taken reasonable security measures.
Third-party service interruptions beyond KUHI's reasonable control.
Events beyond KUIH's reasonable control, including natural disasters, strikes, civil unrest and widespread infrastructure failures.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by Kenyan law, including liability for fraud, wilful misconduct or statutory consumer rights.
16. Indemnification
To the extent permitted by law, users agree to indemnify and hold KUIH, its directors, employees, representatives and authorized partners harmless against reasonable claims, losses, damages and expenses arising from their unlawful use of the platforms, violation of these Terms or infringement of third-party rights.
This provision does not apply to losses caused by KUHI's own unlawful conduct or negligence where liability cannot lawfully be excluded.
17. Changes to These Terms
KUIH may revise these Terms from time to time to reflect changes in its business operations, products, services, technology, legal requirements or customer policies.
Updated Terms will be published on our website with a revised effective date.
Where a change materially affects customers' rights or obligations, KUIH will take reasonable steps to communicate the change.
Continued use of our platforms after updated Terms take effect constitutes acceptance of the revised Terms, to the extent permitted by law.
18. Suspension and Termination
KUHI may suspend or terminate access to its platforms where a user:
Violates these Terms.
Engages in fraudulent or unlawful conduct.
Compromises platform security.
Abuses other customers, employees or partners.
Uses the platform in a manner that creates significant legal, operational or security risks.
Users may discontinue using our services at any time.
Termination does not automatically extinguish outstanding payment obligations, accrued rights or responsibilities that are intended to survive termination.
19. Governing Law and Dispute Resolution
These Terms shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.
In the event of a dispute, KUIH encourages customers to contact us first so that the matter may be resolved amicably through direct communication.
Where an amicable resolution cannot be achieved, the dispute may be referred to the appropriate courts or legally recognized dispute-resolution mechanisms in Kenya.
Nothing in this section prevents a consumer from exercising statutory rights or approaching a competent regulatory authority.
20. Force Majeure
KUIH shall not be held responsible for delays or failure to perform obligations caused by events beyond its reasonable control.
Such events may include natural disasters, floods, fires, epidemics, government restrictions, civil disturbances, war, strikes, power failures, internet outages and disruptions affecting essential suppliers or service providers.
KUHI will make reasonable efforts to minimize the impact of such events and resume affected services as soon as practicable.
21. Contact Information
For questions, complaints, clarification or assistance regarding these Terms, our products or services, please contact us through our official communication channels.
Kenyan Upcycling Innovation Hub (KUIH)
Use the official KUIH customer support email published on our website.
Republic of Kenya
22. Final Provisions
If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue to apply to the extent legally permissible.
Failure by KUIH to enforce any provision shall not constitute a waiver of its rights.
These Terms, together with our Privacy Policy, Refund and Returns Policy, Shipping and Delivery Policy and any applicable programme-specific conditions, constitute the framework governing the use of KUHI's services.
Thank you for choosing Kenyan Upcycling Innovation Hub. Together, we turn waste into value and build more sustainable Cities and communities.