Terms of Service

1. Service description

Obsidian Concierge provides premium vehicle transfer services in Nairobi, Kenya, including airport pickups and drop-offs at Jomo Kenyatta International Airport (JKIA), point-to-point city rides, and hourly bookings with a dedicated driver and vehicle.

2. Booking and confirmation

Submitting a booking through our website constitutes a request, not a confirmed reservation. All bookings are subject to availability and require confirmation from Obsidian Concierge by email. A booking is only confirmed once you receive a written confirmation from us.

All times are in East Africa Time (EAT, UTC+3). When you select a pickup time, it refers to the local time in Nairobi, regardless of your current location.

3. Pricing

Prices are displayed on the website in Kenya Shillings (KES) and are fixed per zone. The quote shown during booking is an estimate based on the information you provide.

• Day rate: applies to pickups between 06:00 and 20:59 EAT.
• Night / early-morning rate: a 20% surcharge applies to pickups before 06:00 or from 21:00 onwards.
• Child seat: KES 500 supplement if requested.
• Wait time: 45 minutes of free wait time for airport pickups (after flight landing). After that, KES 500 per 30-minute block.

We reserve the right to adjust pricing with reasonable notice. Prices confirmed in a booking confirmation are honoured for that booking.

4. Cancellation and refunds

• More than 3 hours before pickup: free cancellation, no charge.
• Within 3 hours of pickup: 50% of the quoted fare is charged.
• No-show: 100% of the quoted fare is charged.

Cancellations must be communicated in writing (email). We may waive fees at our discretion for extenuating circumstances such as flight cancellations (with documentation).

5. Your responsibilities

• Provide accurate contact details, pickup location, date, time, and flight information.
• Be present at the agreed pickup point at the confirmed time.
• Inform us of any changes to your travel plans as soon as possible.
• Treat the vehicle and driver with respect. Smoking, consumption of alcohol, and illegal substances are not permitted in the vehicle.
• You are responsible for any damage to the vehicle interior caused by you or your party during the ride.

6. Our responsibilities

• Provide a clean, well-maintained vehicle in roadworthy condition.
• Provide a licensed, insured, professional driver with a valid PSV badge.
• Arrive on time — we track flights for airport pickups and aim to be at arrivals 15 minutes before landing.
• Communicate proactively — booking confirmation, en-route updates, and post-ride follow-up.

7. Liability

Obsidian Concierge carries comprehensive PSV chauffeur-driven insurance cover. In the event of an accident, all passengers are covered under our insurance policy.

We are not liable for delays caused by factors beyond our reasonable control, including but not limited to: traffic congestion, road closures, adverse weather, airport operations, or force majeure events.

Our total liability for any claim arising from a booking shall not exceed the fare paid for that booking.

8. Intellectual property

All content on this website — text, design, logos, images, and code — is the property of Obsidian Concierge and may not be reproduced, distributed, or modified without written permission.

9. Privacy

Your personal data is handled in accordance with our Privacy Policy. By using our website and services, you consent to the data practices described therein.

10. Governing law

These terms are governed by and construed in accordance with the laws of Kenya. Any disputes arising from these terms or our services shall be subject to the exclusive jurisdiction of the courts of Kenya.

11. Changes to these terms

We may update these terms from time to time. Material changes will be posted on this page with an updated date. Continued use of our services after changes constitutes acceptance.

12. Contact

Obsidian Concierge
Nairobi, Kenya
Email: hello@obsidianconcierge.co.ke