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Rafiki Pest Control LTD

Terms and conditions of service

By using Rafiki Pest Control's services, you agree to our terms covering bookings, payments, warranties, safety, and client responsibilities.

Return and refund policy

At Rafiki Pest Control, we strive to deliver the highest standards of pest control, mosquito net installation, and hygiene services to our clients across Kenya and Rwanda. Your satisfaction is at the heart of everything we do. We understand that sometimes things don’t go as planned, and in such cases, we aim to resolve issues with transparency, fairness, and professionalism.

This Return and Refund Policy outlines the conditions under which refunds, returns, and service redos may be applicable, so you can engage our services or purchase our products with confidence.

1. Eligibility for returns and refunds

You may be eligible for a return, redo, or refund if:

  • The service provided was not completed as agreed or described.
  • There was a clear failure in workmanship or product quality.
  • You informed us within the set timeframe regarding your dissatisfaction.
  • The issue was not caused by circumstances beyond our control (e.g. poor hygiene, external infestations, property damage).

We assess all claims on a case-by-case basis to ensure fairness to both the client and our team.

2. Refunds for pest control services

Our pest control services are carried out by trained and licensed professionals using approved products and methods. However, pests can be unpredictable, and reinfestations can occur due to factors beyond our control.

Refunds will be considered only if:

  • The service was not rendered at all after payment.
  • The technician failed to follow standard procedures, causing harm or property damage.
  • A warranty-covered issue was reported within the warranty period and not resolved within a reasonable timeframe.

Refunds will not be issued for:

  • Re-infestations due to client negligence (e.g., poor sanitation, unrepaired cracks or leaks).
  • Situations where our team followed all procedures and guidelines correctly.
  • Cases where the client failed to follow post-treatment advice or safety instructions.
  • Natural pest recurrence after the warranty period expires.

In such cases, we may offer a free follow-up treatment instead of a refund, at our discretion.

3. Refunds for product purchases

If you purchase pest control products, sanitary bins, mosquito nets, or related supplies from us, the following conditions apply:

Returns are accepted if:

  • The item is defective, damaged upon delivery, or expired.
  • The wrong product was delivered, and you notify us within 48 hours of receipt.
  • The item is unused, in its original packaging, and returned within 7 days of delivery.

Returns are not accepted if:

  • The product was used, altered, or damaged after delivery.
  • The return is requested after 7 days without prior communication.
  • The issue resulted from misuse, improper storage, or third-party involvement.

All return shipping or collection fees (if applicable) are the responsibility of the buyer unless the error was on our part.

Refunds for approved returns will be processed within 5–7 working days via the original payment method.

4. Refund process

If you believe you are eligible for a refund, follow these steps:

  1. Contact us via phone or email within 24–72 hours of service or product delivery.
  2. Provide a clear description of the issue, including photos or videos if applicable.
  3. Our quality assurance team will review the case and may request a site inspection or product return.
  4. If approved, the refund will be processed via M-Pesa, bank transfer, or your original payment channel within 7 working days.

We reserve the right to deny refund requests that do not meet the criteria outlined in this policy.

5. Service cancellations and rescheduling

We understand that schedules change. Here's what you need to know about service cancellations:

  • Cancellations made at least 24 hours before the appointment are free of charge.
  • Cancellations made less than 24 hours before the appointment may attract a cancellation fee of KES 500 to cover logistics and technician time.
  • If you are unavailable during the scheduled appointment and do not notify us, the visit will be marked as a missed appointment, and no refund will be issued.
  • Rescheduling is allowed once per booking, provided it is requested at least 12 hours in advance.

6. Redo or re-service options

In cases where treatment was ineffective or partially successful (within the warranty period), we may offer:

  • A free follow-up visit to re-apply treatment.
  • An upgrade to a stronger pest control method at no extra cost.
  • Consultation on preventive actions that the client should take.

We do not charge for repeat visits within the warranty period unless the reinfestation was due to client neglect or outside influence.

7. Non-refundable situations

We will not issue refunds or accept returns in the following scenarios:

  • Dissatisfaction due to unrealistic expectations or pest intolerance (e.g., expecting 100% elimination in one day).
  • Damage to property not caused by our team or our actions.
  • Delays caused by weather, road conditions, or other uncontrollable events.
  • Clients failing to follow aftercare guidelines, resulting in reinfestation.
  • Requests made after the stated warranty or return windows have expired.
  • Custom mosquito net installations once fabric has been cut or modified.

8. Exceptions and special cases

We reserve the right to evaluate exceptions based on merit. In some cases, such as services rendered to institutions or long-term contracts, different terms may apply based on contractual agreements.

For example:

  • Government institutions may have separate refund clauses.
  • Large-scale installations (e.g., mosquito nets for hospitals) may carry extended inspection and approval windows before returns.

Always consult your service agreement or purchase receipt for specific terms.

9. Dispute resolution

If you’re unhappy with how a refund or return was handled, you may escalate the matter to our customer experience team via:

📧 Email: info@rafikipestcontrol.co.ke

📞 Call or WhatsApp: +254 717 819204

We commit to resolving disputes fairly, respectfully, and as quickly as possible. In the unlikely event that a resolution cannot be reached, the matter may be referred to a neutral third-party mediator.

10. Policy updates

This Return and Refund Policy may be updated occasionally to reflect changes in operations, law, or industry practices. Updates will be posted on our official website and apply immediately unless stated otherwise.

We encourage customers to review this page periodically to stay informed of their rights and responsibilities.

Your peace of mind is our mission

At Rafiki Pest Control, we go above and beyond to ensure every service or product you receive meets your expectations. While we can’t promise nature won’t fight back, we promise to stand by our work with integrity, fairness, and a genuine commitment to your comfort and safety.

If you have any concerns or questions about this Return and Refund Policy, don’t hesitate to reach out. We’re here to help.