Help Center

How does escrow work?

When you pay for a booking, your money is held securely in escrow — it does not go directly to the host. After you confirm that the space is as described and you have access, the funds are released to the host. If something goes wrong, you can raise a dispute and the escrow remains frozen until it is resolved.

How do I pay via M-Pesa?

When you proceed to payment, select M-Pesa as your payment method. You will receive an STK push notification on your M-Pesa phone. Enter your M-Pesa PIN to confirm. The payment is processed instantly and your booking is confirmed.

What are the platform fees?

Veni Spaces charges a 9% guest fee and a 3% host fee on each booking — a 12% blended rate. These fees are shown clearly before you confirm any booking. There are no hidden charges.

When is escrow released?

For event and BnB bookings, escrow is released 2 hours after the booking end time unless you raise a dispute. For long-term rentals, escrow is released when you confirm receipt of the space. You are always in control.

How do I book a space?

Find a space you like, select your date and time, review the pricing, and proceed to payment. Once payment is confirmed, you receive a booking confirmation via SMS. The host is notified immediately.

What if a listing doesn't match the photos?

Every listing on Veni Spaces is physically verified by our team before going live. If you arrive and the space does not match what was listed, do not release the escrow. Contact our support team immediately — we will investigate and arrange a refund if the listing was misrepresented.

How do I cancel a booking?

Go to your bookings in the dashboard and select the booking you want to cancel. Cancellation policies vary by host — the policy is displayed on the listing page before you book. Refunds are processed within 3–5 business days depending on the cancellation timing.

Can I book instantly or do I need approval?

Most listings support instant booking — your booking is confirmed the moment payment goes through. Some hosts require request-to-book, where they review and approve your request first. The booking type is shown on each listing.

Why do I need to verify my identity?

KYC (Know Your Customer) verification protects both guests and hosts. It ensures that everyone on the platform is who they say they are, reduces fraud, and allows us to process payments safely. KYC is required before you can book or list.

How does KYC verification work?

We use Smile Identity to verify your government-issued ID (national ID or passport). You take a photo of your ID and a selfie. Smile Identity verifies them automatically — the process takes under 2 minutes.

What documents are accepted?

Kenya National ID and valid passport are accepted. The document must be clear, unexpired, and match the name on your account.

How do I list my space?

Sign in, go to your profile, and tap 'List your space'. Complete the listing form — title, description, photos, pricing, and availability. Your listing will be reviewed by our team before going live. Physical verification is required for all listings.

How long does listing verification take?

Our team aims to verify and approve listings within 24–48 hours of submission. You will be notified via SMS when your listing is approved.

How do I receive payments?

All payments are deposited directly to your M-Pesa number linked to your account. Payouts happen automatically after escrow is released.

Can I list multiple spaces?

Yes — you can list as many spaces or properties as you own. Each listing is managed and verified separately.

How do I reset my phone number?

Contact our support team at hello@venispaces.co.ke or via WhatsApp. Phone number changes require identity re-verification for security.

How do I delete my account?

Send a deletion request to privacy@venispaces.co.ke. We will process your request within 7 business days. Note that booking and payment records are retained for legal compliance even after account deletion.