Refund Policy, Kisii Pest Control
This Refund Policy explains how Kisii Pest Control handles refunds, returns, cancellations and adjustments for products and services supplied to homes, businesses, schools and institutions in Kisii and surrounding areas. Please read this policy carefully. If you have questions or need help, contact us at 0721213778 or 0717819204, or email service@rafikipestcontrol.com
1. Scope and applicability
This policy applies to all purchases, bookings and contracts made directly with Kisii Pest Control by phone, email, in-person, or through our sales or training teams. It covers:
- One-off pest control treatments and scheduled re-treatments
- Recurring service agreements (maintenance plans, cleaning schedules, sanitary bin servicing)
- Supply, delivery and installation of physical products (mosquito nets, sanitary bins, protective gear, pesticides and related items)
- Training course enrolments, exams and certification fees
- Supplier deposits and special-order items
Where a specific written service agreement, quotation or contract exists, its terms take precedence provided they were accepted by the customer before work began. This policy supplements those terms and explains common refund scenarios.
2. Our principles
We aim to be fair, transparent and prompt when handling refund or cancellation requests. Key principles:
- We evaluate refund requests on a case-by-case basis and apply the terms below consistently.
- Our first priority is to remedy problems by re-treatment, repair, replacement or adjustment rather than immediate refunds.
- Refunds are more likely where we are at fault (product defect, negligent installation, service not delivered as promised).
- Where services have been performed according to the agreed scope, refunds are generally not provided; corrective actions or negotiated adjustments will be offered instead.
3. How to request a refund, return or adjustment
To request a refund, return or adjustment, contact customer support promptly with:
- Your full name and contact details
- Invoice number, booking reference or quotation ID
- The address/location where the service was provided or products delivered
- A clear description of the issue and the outcome you seek
- Photographs, videos, samples or other supporting evidence where relevant
Submit requests by calling 0721213778 or 0717819204, or by emailing service@rafikipestcontrol.com
. For urgent safety issues (for example suspected poisoning or hazardous exposure), call immediately and follow any safety instructions provided.
4. Inspections, treatments and re-treatments
Inspections and quotations
- Inspections and written quotes are usually chargeable. Inspection fees are generally non-refundable after the inspection report or recommendation has been delivered.
- If an inspection cannot be completed due to circumstances within our control, we will offer to reschedule or refund any prepayment for that appointment.
One-off treatments
- If we are unable to perform the agreed treatment because of reasons within our control (technician unavailability, supply failure), you will be offered a prompt reschedule or a refund of any prepayment for the missed appointment.
- If you cancel more than 24 hours before an appointment, prepayments will be refunded minus any administrative fee disclosed in the quote. Cancellations within 24 hours may incur a cancellation fee.
Re-treatments and guarantees
- Many treatments include a guarantee period during which we provide free re-treatments if pests return due to our treatment failing (not due to customer non-compliance).
- If a re-treatment is performed and the issue persists due to factors under our control, we will re-assess and consider further corrective action which may include a partial or full refund where appropriate and reasonable.
- Guarantees do not cover re-infestation caused by customer action or lack of cooperation (for example failure to prepare premises as instructed, reintroduction of infested items).
5. Recurring services and subscriptions
- Recurring services (for example quarterly pest maintenance or sanitary bin servicing) are billed per the terms of the service agreement.
- Refunds for completed service periods are not typically provided. If you terminate a recurring service early, a pro-rata calculation will be used to determine any refundable balance, less unpaid fees and any non-refundable deposits stated in the agreement.
- Termination must be communicated in writing (email is acceptable) and any required notice period in your agreement must be followed.
6. Products (sales, delivery and installations)
Faulty or damaged goods
- If a product we supply (for example a mosquito net, sanitary bin or protective gear) is defective, damaged in transit or materially different from the description, contact us within 7 days of delivery. We will inspect and, where the claim is validated, offer repair, replacement or a refund.
- Change of mind and returns
- Change-of-mind returns may be accepted at our discretion if the product is unused, in original packaging and returned within a specified period (usually 7 days). Change-of-mind returns may incur a restocking fee. Custom or special-order items are not eligible for return unless defective.
- Installs and workmanship
- For installed items (for example mosquito nets fitted to windows and doors), refund eligibility depends on whether the product is defective or the installation was negligent. We will remedy installation defects by rework where possible. If replacement or rework is not feasible, we will discuss fair compensation.
7. Training courses, exams and certification
Course cancellations by trainee
- Cancellations more than 7 days before course start may receive a full refund minus any administration fee. Cancellations within 7 days may be eligible for a partial refund or credit depending on costs already incurred.
- No-shows
- Fees for no-shows are generally non-refundable.
- Course cancellations by Kisii Pest Control
- If we cancel a course, you will be offered an alternate date or a full refund.
8. Timeframes for processing refunds
- Once a refund is approved, we aim to process it within 14 business days. The actual time for funds to reach you depends on the original payment method and the bank or payment processor.
- Refunds are normally issued to the original payment method. If that is not possible, we will agree an alternative method with you.
9. Non-refundable items and common exceptions
- Inspection fees (after report delivery), administrative fees, and disclosed non-refundable deposits may be retained if stated in the quote or agreement.
- Products that have been used, altered, or installed (and are not defective) are normally non-refundable.
- We do not refund for re-infestation caused by customer non-compliance with preparation or prevention advice, damage caused by third parties, or market changes.
- Special-order and custom items are generally non-refundable unless faulty.
10. Proof, inspection and assessment process
- For claims of product defect or service failure, we may request photographs, samples, and access for inspection. We reserve the right to validate claims before issuing refunds.
- If an independent assessment is required to resolve a dispute, we will agree the scope and cost in advance. The outcome of an independent assessment will inform the final resolution and allocation of costs.
11. Taxes, shipping and other adjustments
- Refunds for product sales will include adjustments for taxes where applicable. Shipping or delivery charges will be refundable only when the return is due to our error or defective goods; otherwise, shipping fees may be non-refundable.
- Any refunds will be net of fees for services already provided or non-refundable deposits as disclosed at sale.
12. Dispute resolution
- We aim to resolve disputes quickly and fairly. If you are not satisfied with our response, escalate by emailing service@rafikipestcontrol.com
- with “Escalation: Refund/Dispute” in the subject line. We will provide a written response within a reasonable time.
- For unresolved matters, parties may consider mediation or other dispute resolution mechanisms. This policy does not remove your right to pursue other remedies under applicable law.
13. Special circumstances (safety incidents)
- If a product we supplied is suspected of causing a safety incident (for example poisoning or severe allergic reaction), notify us immediately by phone and email, and preserve any samples or relevant evidence. We may suspend related services, conduct an urgent investigation and, where appropriate, coordinate with health authorities. Refunds or compensation in safety incidents will be considered following the investigation’s findings.
14. How refunds are calculated
- Approved refunds are calculated based on the original invoice, less any costs for services already provided, consumables used, non-refundable deposits, and any agreed administrative or restocking fees. Where a pro-rata calculation is needed (for recurring services), we will clearly show the computation in our response.
15. Changes to this policy
We may update this Refund Policy from time to time. When we do, the revised policy will be published on our website with the date of last update. Changes apply to purchases made after the update unless otherwise stated.
16. Contact us
For refunds, returns, cancellations, or any questions about this policy, please contact us:
Phone: 0721213778 or 0717819204
Email: service@rafikipestcontrol.com
When contacting us, please include your name, invoice or booking reference, the address where service or product was delivered, and a clear description of the issue to help us respond quickly.
17. Our commitment
Kisii Pest Control is committed to fair, timely and practical resolutions. Our priority is to correct problems through re-treatment, repair or replacement wherever possible, but we will provide refunds when appropriate and in accordance with this policy. We value your trust and will always work toward a satisfactory outcome that protects your safety, health and satisfaction.