Version 2026-11-v1
Terms
Massage Hub is a booking and payment service. It is run by the sole proprietor behind Massage Hub, whom you can reach at info@massagehub.co.ke. We connect clients with independent therapists and spas in Kenya. We are an intermediary. The therapist or spa provides the massage, not us. We do not employ therapists or direct how a massage is given, and we give no medical advice.
Who can use it
You must be at least 18. Massage here is non-invasive and is not medical treatment. Sexual services, invasive procedures and violence are forbidden, and anyone offering or asking for them is removed. A therapist may refuse anyone who appears to be under 18.
Booking and paying
- You see the price before you pay. The total shown is the total you pay, by M-Pesa or card through Paystack.
- We hold your chosen time for 10 minutes while you pay. If payment does not arrive, the time is released.
- Your booking is confirmed only when Paystack tells us the money arrived. We then give you the name and number of the person coming, and give them your name, number and address.
- Please pay only through Massage Hub. A session paid outside it has no support from us. Asking someone to pay outside it is not allowed.
Changing or cancelling
| What happens | What you get back |
|---|---|
| You cancel at least 2 hours before the start | Full refund |
| You cancel less than 2 hours before the start | 50% back, or move the booking to a later date instead |
| You do not show up and did not cancel | No refund, once an operator confirms it |
| The therapist or spa cancels or does not show up | Full refund |
| A safety report against the provider is upheld | Full refund |
| The session has taken place | No refund. If you received less than you paid for, report it and an operator may decide a part refund |
You can move a booking once, free, with the same person at the same price. A provider cannot move it alone. Refunds are sent by hand within 7 days of your request, to the number or card you paid with where possible.
Being late
If you are late, the session still ends on time at the full price. More than 20 minutes late with no message counts as a no-show. If your therapist is late, you may accept a shorter session and report it, or after 20 minutes treat it as their no-show.
Tips
The app has no tips. A cash tip is your own choice, and nobody may ask you for one.
Your health
Tell your therapist about any health condition or pregnancy, and see a doctor first if you are unsure.
Safety and reports
If you are in danger, call 999 or the police first. Either side can report a problem or block the other. A person looks at safety reports within 4 hours between 07:00 and 22:00, and by the next morning otherwise. A safety report on a paid booking pauses the provider's new bookings until someone has looked. We answer police requests only with a court order.
Reviews
Only clients of a paid session can review it, once. We may hide abuse or a phone number. We do not change scores.
If you are a therapist or spa
- You are independent. You set your own prices and hours, you can work elsewhere, and you arrange your own insurance.
- Joining is free. You receive 80% of the price and travel fee. The Paystack charge on that booking and the charge for sending your money come out of your 80%. We add nothing to them.
- A session becomes payable 12 hours after its scheduled end, unless a report is open. We lock payments each Tuesday at 18:00 and send them on Wednesday, or the next working day after a public holiday.
- If a client cancels late or does not show up, you receive your 80% share of what the client is not refunded.
- You may leave any out-call that feels unsafe. Report it, and if the report stands you keep your share as for a client no-show. Short-stay rentals follow the same rules.
- "Trained" means a person checked your certificate. "Licensed" means a person checked a county or statutory licence. We do not claim police checks.
- A new payout number is used only after a person has checked it against your ID or business documents.
- Cancelling within 3 hours of the start, or not showing up, hides you from search for 7 days. Three of these in 60 days stops new bookings until we review your account.
Suspension and appeals
We can suspend an account for a breach of these terms. If you are suspended or rejected, you may appeal once by email to info@massagehub.co.ke with your reason. A different person where possible decides within 5 working days. New bookings stay paused during an appeal over a removal offence.
Tax
Each therapist and spa is responsible for their own tax.
Changes
If these terms change, we show a notice. Continuing to use the service means you accept the new version.
Kenyan law
These terms follow Kenyan law. Nothing here takes away a right you have under it.