Terms of Service

Last updated: April 5, 2026

1. Acceptance of Terms

By accessing or using the Ocality platform, website (ocality.com), or WhatsApp-based services, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

2. Description of Service

Ocality is a WhatsApp-native real estate matching platform that connects property seekers with verified real estate agents in Kilimani and Kileleshwa, Nairobi. Our services include:

  • AI-powered buyer intake and preference collection via WhatsApp.
  • Algorithmic matching of buyers to agents based on location, budget, and agent performance scores.
  • Secure agent contact portals for buyer–agent communication.
  • Agent subscription management and performance tracking.

3. User Accounts

3.1 Property Seekers (Buyers)

Buyers interact with Ocality via WhatsApp. No formal account registration is required. By sending a message to our WhatsApp number, you consent to our processing of your property preferences and contact details for matching purposes.

3.2 Real Estate Agents

Agents must complete a KYC verification process and select a subscription tier to join the Ocality network. By registering, agents agree to maintain professional standards, respond to leads within the 1-hour SLA, and comply with all applicable Kenyan real estate regulations.

4. Agent Obligations

  • Response Time: Agents must respond to claimed leads within 1 hour during business hours (8 AM – 6 PM EAT, Monday–Saturday). Failure to meet SLA results in automatic penalties and potential suspension.
  • Accuracy: Agents must provide accurate property information and pricing to buyers.
  • Professionalism: Agents must maintain professional conduct in all buyer interactions. Harassment, fraud, or misrepresentation will result in immediate and permanent removal from the network.
  • KYC Compliance: Agents must provide valid identification and business credentials. Falsified documents will result in blacklisting.
  • Lead Exclusivity: Claimed leads are exclusive to the claiming agent. Agents may not share or transfer leads without Ocality's consent.

5. Subscription & Payments

Ocality offers three agent subscription tiers:

  • Sandbox (Free): Limited to 1 lead per day with basic routing priority.
  • Growth (KES 4,999/month): Up to 5 leads per day with standard routing score.
  • Pro (KES 14,999/month): Up to 50 leads per day with 1.5× routing multiplier and priority broadcasts.

Subscriptions are billed monthly. Ocality reserves the right to modify pricing with 30 days' notice. Agents whose subscriptions lapse will be automatically downgraded to the Sandbox tier.

6. Performance & Routing

Ocality uses an algorithmic routing system to distribute leads to agents. Routing priority is determined by subscription tier, response time history, buyer satisfaction scores (NPS), and overall performance metrics. Agents who consistently underperform may be automatically downgraded, suspended, or removed from the network.

7. Buyer Terms

Ocality is a matching service, not a real estate brokerage. We do not guarantee the availability, quality, or suitability of any property. Buyers are responsible for conducting their own due diligence before entering into any rental or purchase agreement. Ocality is not a party to any transaction between buyers and agents.

8. Prohibited Conduct

  • Using the platform for fraudulent, illegal, or deceptive purposes.
  • Submitting false property preferences or agent credentials.
  • Attempting to circumvent the matching algorithm or SLA enforcement systems.
  • Scraping, reverse-engineering, or extracting data from our platform.
  • Harassing, threatening, or discriminating against other users.

9. Limitation of Liability

Ocality provides its services "as is" without warranties of any kind. We are not liable for any damages arising from the use of our platform, including but not limited to: unsuccessful property searches, disputes between buyers and agents, property condition issues, or service interruptions. Our total liability shall not exceed the fees paid by the user in the 12 months preceding the claim.

10. Termination

Ocality reserves the right to suspend or terminate access to our services at any time for violations of these Terms, failure to maintain SLA standards, or any conduct deemed harmful to the platform or its users. Agents may cancel their subscription at any time; no refunds are provided for partial billing periods.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.

12. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated via WhatsApp or email with at least 14 days' notice. Continued use of the platform after changes take effect constitutes acceptance of the revised Terms.

13. Contact

For questions about these Terms, contact us at legal@ocality.com or via our WhatsApp channel.