Terms of Service

These Terms of Service (“Terms”) govern the services provided by Elsa Bureau (“we”, “us”, “our”) to you (“the client”). By engaging our services or using our website, you agree to these Terms.

1. Acceptance of terms

By submitting a service request, making a payment, or otherwise engaging us, you confirm that you have read, understood, and agreed to these Terms and to our Privacy Policy.

2. Our services

Elsa Bureau provides assistance with online government and statutory filings (including KRA, TSC, HELB, SHA, NSSF, immigration, and eCitizen services), virtual assistance, consulting, grants application support, business growth advice, and project management. We act as your authorised agent in preparing and submitting filings on your behalf.

3. Your responsibilities

• Provide accurate, complete, and truthful information and documents.
• Authorise us to act on your behalf for the requested filings.
• Respond promptly to our requests for information or clarification.
• Ensure you are legally entitled to request the service and to share the documents you provide.

We are not responsible for delays, rejections, or penalties resulting from inaccurate, incomplete, or late information provided by you.

4. Fees, deposits & payment

• Our service fees are quoted before work begins and are payable via M-Pesa.
• A deposit (typically 50%, or full payment for low-cost filings) is required before we start work; any balance is due on delivery.
• You will receive a receipt or invoice for every payment.

5. Government fees & outcomes

Official government charges (where applicable) are separate from our service fee and are your responsibility. We facilitate filings but do not control or guarantee the decisions, approvals, timelines, or outcomes of any government agency or third-party portal.

6. Turnaround & cooperation

We work to complete services promptly. Turnaround times are estimates and may depend on the availability and performance of government systems (such as iTax or eCitizen) and on your timely cooperation.

7. Confidentiality

We treat your information as confidential and handle it in line with our Privacy Policy and the Data Protection Act, 2019. We share your data only as needed to deliver the service or as required by law.

8. Limitation of liability

To the maximum extent permitted by law, our total liability for any claim arising from our services is limited to the amount of the service fee you paid for the specific service in question. We are not liable for indirect or consequential losses, or for the actions, delays, or systems of government agencies and third parties.

9. Cancellations & refunds

If you cancel before we begin work, your deposit may be refunded less any costs already incurred. Once work or a filing has begun, fees for work completed are non-refundable. Government fees already paid on your behalf are non-refundable.

10. Termination

We may decline or discontinue a service if information is false, if a request is unlawful, or if these Terms are breached. You may discontinue a service at any time, subject to the refund terms above.

11. Governing law & contact

These Terms are governed by the laws of Kenya. Questions about these Terms can be sent to elsabureau@gmail.com or +254 729 103 060, or in person at Mid Africa Hotel Building, Ground Floor, Rooms 1 & 2, Kitale Town, Trans-Nzoia County.