Logo
Rafiki Pest Control LTD

Refund Policy

Your Satisfaction, Our Priority.

RETURN & REFUND POLICY

At Rafiki Pest Control, we understand the importance of safety, hygiene, and customer satisfaction. Whether you’ve purchased our high-quality pest control products or hired us for professional services, we want you to feel confident and secure in your decision. Our return and refund policy has been carefully crafted to be fair, transparent, and customer-focused. If something doesn't meet your expectations, we're here to make it right.

RETURNS FOR PRODUCTS

We offer a range of pest control solutions including insecticides, rodent baits, termite treatments, mosquito repellents, traps, and pest management kits. If, for any reason, you are not satisfied with a product you've purchased from us, you may be eligible for a return.

Eligibility for Return

To qualify for a product return:

  • The return request must be made within 7 days from the date of purchase.
  • The item must be unused, unopened, and in original packaging with all labels intact.
  • You must provide a valid proof of purchase such as a receipt, order number, or delivery note.
  • The product must not be damaged or altered after delivery.

Non-Returnable Items

For health, safety, and quality assurance reasons, the following items are not eligible for return:

  • Items that have been opened or used, even partially.
  • Products that were damaged after delivery due to improper storage, handling, or use.
  • Custom orders or personalized products.
  • Products marked as “non-returnable” at the time of sale or in promotional offers.

How to Initiate a Return

To initiate a return:

  1. Contact our support team within the 7-day window via:
  • Call/WhatsApp: +254 717 819204
  • Email: service@rafikipestcontrol.co.ke
  1. Provide your order details and the reason for return.
  2. Our team will guide you through the return process, including pickup or drop-off instructions depending on your location in Kenya.
  3. If approved, the returned product will be inspected upon receipt.

If your return meets our conditions, we will process your refund or replacement as described below.

REFUNDS FOR PRODUCTS

After your returned item is received and inspected:

  • If approved, a full refund will be processed to your original payment method (Mpesa, bank transfer, card, etc.).
  • If the product is partially damaged but eligible for partial return, a partial refund may be issued.
  • Refunds are usually processed within 7 business days, but mobile and banking systems may affect the timeline slightly.

REFUNDS & GUARANTEES FOR SERVICES

Rafiki Pest Control offers both one-time and scheduled pest control services, including fumigation, termite control, bedbug treatment, rodent management, cockroach control, and mosquito reduction. We strive to deliver long-lasting results with professionalism and care.

Eligibility for Refund or Re-treatment

If you are not satisfied with the effectiveness of our service:

  • Notify us within 48 hours after treatment.
  • A technician will be dispatched for a free follow-up inspection.
  • If we determine that the initial service did not meet our quality standards, you will receive:
  • A free re-treatment of your premises, or
  • A full or partial refund, depending on the situation.

Scenarios Where Refunds Will NOT Be Issued

Refunds or re-treatments will not be issued if:

  • Aftercare instructions were ignored (e.g., cleaning too soon after treatment, applying other chemicals, etc.).
  • A new or unrelated infestation appears after treatment.
  • The complaint is made outside the guarantee period stated on your service agreement.
  • The area becomes infested again due to re-infestation from neighboring areas.
  • Service delays or issues were caused by customer unavailability or denied access to treatment areas.

Service Warranty Periods

Our pest control services come with the following typical warranties (may vary based on the type of service):

  • Termite control: 6 months – 1 year
  • Bed bug treatment: 30 days – 3 months
  • Cockroach treatment: 1 – 3 months
  • Rodent control: 1 – 3 months
  • Mosquito control: 1 month

Be sure to review your individual service agreement for specific warranty coverage.

CANCELLATION POLICY

We understand that circumstances may change. If you wish to cancel a scheduled service:

  • Please contact us at least 24 hours in advance.
  • Cancellations made in time will be refunded in full.
  • Last-minute cancellations (less than 24 hours before appointment) may incur a 10% cancellation fee or may not be eligible for a refund if resources were already allocated.
  • No-shows (if we arrive and are unable to access the premises) may be considered service rendered unless rescheduled with notice.

EXCHANGES

We allow product exchanges under the following conditions:

  • The product is eligible for return (unused, sealed, and within 7 days).
  • You wish to replace it with another product of equal or higher value (additional payment may be required).
  • The exchange is initiated through our customer service channels.

DAMAGES AND ISSUES

Please inspect your product or serviced area upon delivery or completion. If you notice any:

  • Product defects
  • Damage during shipping
  • Service-related concerns (e.g., missed spots, incomplete treatment)

Kindly report the issue within 24 hours. We’ll respond promptly to inspect and resolve the problem at no additional cost to you.

SHIPPING & RETURN LOGISTICS

If your return is approved:

  • We will arrange pickup for customers within Nairobi and select major towns.
  • In other areas, you may be asked to drop off the product at a designated collection point or ship it back at your own cost.
  • Shipping fees (if any) for returned products are non-refundable unless the return is due to our error (e.g., wrong product shipped).

HOW TO CONTACT US

For any concerns regarding returns, refunds, or exchanges, you can reach us through:

  • Call/WhatsApp: +254 717 819204
  • Email: service@rafikipestcontrol.co.ke
  • Website: www.rafikipestcontrol.co.ke

Our friendly customer support team is available Monday to Saturday, 8 AM - 6 PM to assist you with any issue.

OUR PROMISE

At Rafiki Pest Control, we value your trust. We know pest control is not just about chemicals it’s about feeling safe, healthy, and protected in your space. Whether you’re a homeowner, business owner, property manager, or facility director, our job isn’t done until you’re satisfied.

If something didn’t go right, we promise to do what we can to make it right. Because at the heart of our company is a commitment to integrity, service, and lasting customer relationships.