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Mombasa Pest Control

Refund Policy

Constituent of Rafiki Pest Control LTD and Bluelabs Hygiene LTD

1. Introduction

This Refund Policy (“Policy”) governs the terms and conditions under which Mombasa Pest Control, a constituent company of Rafiki Pest Control LTD and Bluelabs Hygiene LTD (hereinafter referred to as “the Company,” “we,” “our,” or “us”), shall evaluate, approve, decline, or process customer refund requests.

We value our customers and are committed to providing high-quality pest control, magnetic mosquito mesh installations, cleaning, and hygiene solutions. However, due to the specialized and service-based nature of our operations, refunds are not automatic and will only be considered after a thorough assessment, inspection, and verification of the claim.

By engaging with our services or purchasing our products, the client (“Customer,” “you,” or “your”) acknowledges and accepts that refunds will only be issued if eligibility criteria are met in accordance with this Policy, and subject to the Company’s sole discretion after assessment.

This Policy forms an integral part of our service agreement and is legally binding. Customers are encouraged to read it carefully before engaging with the Company.

2. General Principles

  1. Refunds are not guaranteed; they are conditional upon a formal assessment.
  2. The Company retains the exclusive right and discretion to determine refund eligibility.
  3. Refund requests must follow the procedures outlined in this Policy.
  4. The Company may, at its discretion, offer alternatives to refunds, including:
  • Re-treatment of pest infestations.
  • Replacement or repair of defective products (e.g., mosquito nets, screens).
  • Re-performance of cleaning or hygiene services.
  1. Customers accept that the decision of the Company following assessment shall be final and binding.

3. Scope of the Policy

This Policy applies to:

  • Pest Control Services: fumigation, rodent control, termite treatment, ant control, mosquito control, and other related services.
  • Magnetic Mosquito Mesh and Screens: supply, customization, and installation of magnetic mosquito nets, retractable nets, and window screens.
  • Cleaning and Hygiene Services: commercial and residential cleaning, sanitization, disinfection, and related hygiene solutions.
  • Other Products and Services: hygiene supplies, accessories, and other pest prevention solutions offered by the Company.

4. Eligibility for Refund Consideration

Refunds will only be considered under the following circumstances, subject to Company assessment:

  1. Service-related claims:
  • Documented evidence that the service delivered was materially deficient compared to the service agreement.
  • Pest reappearance within the warranty period, despite proper compliance with preventive instructions.
  • Cleaning services where areas paid for were demonstrably and verifiably left untreated.
  1. Product-related claims:
  • Defective mosquito mesh, nets, or accessories delivered in a damaged condition.
  • Incorrect product delivered that does not match the customer’s confirmed order.
  • Installation errors verified through Company inspection.
  1. Contractual obligations:
  • Where the Company has demonstrably failed to deliver a service that was fully prepaid and documented.

5. Exclusions

Refunds will not be considered under the following circumstances:

  1. Improper use or tampering:
  • Where mosquito nets, screens, or other products are damaged due to customer negligence, misuse, tampering, or modification.
  • Pest reappearance due to customer failure to follow preventive guidelines (e.g., improper waste disposal, failure to seal entry points, unhygienic practices).
  1. Third-party interference:
  • Services performed or products altered by third-party providers without Company authorization.
  1. Delays outside Company control:
  • Service delays caused by weather conditions, access restrictions, government regulations, strikes, pandemics, or other force majeure events.
  1. Customer default:
  • Non-payment, partial payment, or breach of contractual obligations.
  1. Preference-based claims:
  • Claims based on dissatisfaction with style, color, or subjective perception where the product/service delivered matches the agreed specifications.
  1. Time-barred claims:
  • Claims submitted after seven (7) days from delivery or service completion unless covered under warranty.

6. Refund Assessment Procedure

Refund eligibility will only be determined following the steps below:

  1. Submission of Request:
  • Customers must lodge refund requests in writing via email to service@rafikipestcontrol.com
  • or by official Company communication channels within 7 days of service/product delivery.
  1. Supporting Evidence:
  • Customers must provide receipts, order references, photos, videos, or other evidence to support the claim.
  1. Inspection & Verification:
  • The Company will assign qualified inspectors or technicians to verify the validity of the claim.
  • The inspection report shall serve as the primary basis for refund consideration.
  1. Assessment Timeframe:
  • Assessment will be completed within 14 business days of receiving the complete claim and evidence.
  1. Decision:
  • The Company reserves the right to approve or deny the refund request based on the inspection findings.
  • Customers will be notified of the decision in writing.

7. Alternatives to Refunds

Before a refund is issued, the Company may, at its discretion, offer one or more of the following remedies:

  1. Re-treatment of pest control services at no additional cost within the warranty period.
  2. Re-installation, repair, or replacement of mosquito nets, screens, or accessories proven to be defective.
  3. Re-performance of cleaning services to address specific areas of concern.
  4. Credit note for future services or products, valid for six (6) months.

8. Refund Approval & Payment

  1. Refunds, if approved, will only be processed via bank transfer or mobile money (M-Pesa) to the original payer.
  2. Refunds will be processed within 30 business days from the date of approval.
  3. The maximum refund amount shall not exceed the actual amount paid for the service or product.
  4. Refunds do not cover consequential losses, damages, or indirect costs.

9. Dispute Resolution

  1. In case of disagreement regarding refund eligibility, customers must first engage the Company’s internal dispute resolution mechanism.
  2. If unresolved, disputes shall be referred to mediation or arbitration in Mombasa, Kenya, in accordance with the Arbitration Act of Kenya.
  3. The decision of the arbitrator shall be final and binding.

10. Limitation of Liability

  1. The Company’s liability is strictly limited to the value of the product or service purchased.
  2. The Company shall not be liable for:
  • Loss of profits, income, or opportunities.
  • Indirect or consequential damages arising from pest infestations, property damage, or delays.
  • Claims caused by customer negligence or third-party interference.

11. Policy Amendments

  1. The Company reserves the right to amend, revise, or update this Policy without prior notice.
  2. The most recent version will always be available on the Company’s official website and will supersede previous versions.

12. Final Disclaimer

By engaging with Mombasa Pest Control, a constituent of Rafiki Pest Control LTD and Bluelabs Hygiene LTD, the Customer acknowledges and agrees to this Refund Policy in full. Customers further acknowledge that refunds are subject to verification and assessment and that the Company’s decision shall be final and binding.