Refund Policy | Kisumu Pest Comtrol

Refund Policy, Kisumu Pest Control

Thank you for choosing Kisumu Pest Control. We are committed to delivering high-quality, reliable pest control services and products. This Refund Policy explains when refunds may be available, the conditions that apply, how to request a refund, timelines for processing, and other important information. Our goal is to be fair and transparent while protecting both our clients and our team. Please read the policy carefully so you know what to expect.

Scope and applicability

This policy applies to:

Pest control services (one-off treatments, emergency responses, and scheduled service plans).
Products sold or supplied by Kisumu Pest Control, including but not limited to pesticides, mosquito nets, sanitary bins, protective gear, and other materials.
Training programs, course fees, and certification charges administered by Kisumu Pest Control.
Supplier and wholesale transactions where Kisumu Pest Control purchases products from third-party suppliers (note: supplier refunds are handled under separate supplier terms but a summary is included).

This policy does not replace any specific written service agreement, warranty, or separate contract that you and Kisumu Pest Control sign. If a service agreement or product warranty contains different refund or cancellation terms, those terms will take precedence.

Definitions

For clarity, these terms are used throughout this policy:

Client: an individual, company, institution or organization that purchases services or products from Kisumu Pest Control.
Service: any pest inspection, treatment, follow-up, monitoring, or preventive program performed by Kisumu Pest Control.
Product: any physical item sold or supplied by Kisumu Pest Control (e.g., mosquito nets, sanitary bins, pesticides, PPE).
Refund: return of funds to the client using the original payment method or, when agreed, via bank transfer or credit note.
Cancellation: termination of a scheduled or booked service prior to its performance.
Warranty period: a specified time after a service or product delivery during which certain guarantees apply.

Our commitment

Kisumu Pest Control aims to deliver services and products that meet reasonable standards of quality and performance. If you believe our work or products did not meet the agreed standard, please contact us promptly so we can investigate and make things right. Where a refund is appropriate under this policy, we will process it fairly and within the timeframes described below.

Refund eligibility, services

Refunds for services are considered on a case-by-case basis and depend on the type of service and circumstances. Typical scenarios include:

Services not performed
If a scheduled service was not performed by Kisumu Pest Control (for example, due to our cancellation or failure to attend), you may request a full refund of amounts already paid for that service.
Services partially performed or incorrect services
If a service was performed but was significantly incomplete or the wrong service was delivered compared to what was agreed, we will first offer to remedy the issue at no additional charge. If we cannot reasonably correct the problem within a mutually agreed timeframe, you may be eligible for a partial or full refund.
Ineffective treatment within warranty terms
Certain treatments include a warranty (for example, termite treatments or commercial contracts). If pests persist within the warranty period despite following our aftercare instructions and where our inspection confirms treatment failure, we will typically provide re-treatment at no extra cost. If the treatment cannot be made effective after reasonable attempts, a refund or prorated reimbursement may be considered based on the original service value and time elapsed.
Emergency or same-day service fees
Emergency or urgent-call services carry higher operational costs. Refunds for emergency services will be considered only under exceptional circumstances (for example, clear failure to respond as promised or failure to provide the agreed emergency service).
Cancellations by the client
If you cancel a booked service before it is performed:

Cancellation more than 72 hours before scheduled time: full refund of any prepaid amounts.
Cancellation 24–72 hours before scheduled time: refund minus a modest administrative fee to cover scheduling and mobilization costs.
Cancellation less than 24 hours before scheduled time or no-show: no refund for emergency or specialized services; standard services may be subject to a cancellation fee equal to a portion of the booking value.
Specific fees and windows will be stated at the time of booking and in any service agreement.

Refund eligibility, products

Products are handled as follows:

Faulty or defective products
If a product you purchased from Kisumu Pest Control is faulty, damaged during delivery, or significantly different from its description, you may request a replacement, repair, or refund. Evidence (photos, packaging, and a description of the fault) may be required. If we confirm the defect, we will arrange collection and either replace the item or issue a full refund.
Change of mind and product returns
For change-of-mind returns, we will accept returns for most unused, unopened products within 7 days of delivery, provided the product is in original condition and packaging. Products returned for change of mind will incur a restocking fee and you will be responsible for return shipping unless otherwise agreed. Some items are non-returnable for safety, hygiene, or regulatory reasons (for example opened pesticides, sanitary bins once put into use, and sealed chemical containers once opened). If an item is non-returnable, we will clearly communicate this at the time of sale.
Incorrect delivery
If we deliver the wrong product or the weight/quantity is incorrect, Kisumu Pest Control will collect the incorrect items and re-deliver the correct items at our expense. If the correct items are not available, a refund will be issued.
Digital or made-to-order products
Custom-made items, cut-to-size nets, or specially ordered items are non-refundable unless faulty or misdescribed. Training course materials and digital downloads are non-refundable once accessed, except where required by local consumer protection laws.

Refund eligibility, training and courses

Training programs and course fees are treated as follows:

Course cancellations by Kisumu Pest Control
If we cancel a training course, participants will be offered a full refund or credit towards a future course.
Participant cancellations

Cancellation more than 14 days before course start: full refund minus administrative fee.
Cancellation 7–14 days before start: 50% refund.
Cancellation less than 7 days before start or no-show: no refund, unless exceptional circumstances apply (medical emergency with proof).
Substitutions (sending another participant in your place) are generally allowed with prior notice.

Exam and certification fees
Exam fees are typically non-refundable once the exam has been attempted. If Kisumu Pest Control cancels or reschedules an exam, we will offer an alternate date or full refund.

Supplier and wholesale transactions

Where Kisumu Pest Control buys stock from suppliers and later issues refunds to clients or returns to suppliers, supplier refunds are governed by supplier agreements. Generally:

We will attempt to return defective supplier stock to the supplier for credit or refund according to the supplier’s returns procedure.
If a supplier refuses a return for reasons outside our control, we will attempt to find an alternative solution (repair, replacement, or absorb cost) but cannot always guarantee a refund.
Suppliers seeking refunds from us for goods they provided to Kisumu Pest Control must follow our supplier returns procedure and provide proof of shipment, product condition, and original invoices.

How to request a refund

To request a refund, please follow these steps:

Contact Kisumu Pest Control customer support as soon as possible. Provide your name, contact details, booking/invoice number, description of the issue, and supporting evidence (photos, videos, or documents).
Allow our team to conduct an initial assessment. We may schedule an inspection visit to confirm the complaint. Please note this inspection may be subject to availability and occasional scheduling lead time.
If a refund is appropriate, we will notify you in writing with the refund amount and the method of refund. We aim to be transparent about deductions (for example, cancellation fees or restocking charges) and the reasons for any partial refunds.
Refunds are processed after verification and approval. Processing times and methods are described below.

Please send refund requests to:

Customer Support, Kisumu Pest Control

[Provide contact email and office address in your published policy; we recommend including a dedicated refund email and a postal address for formal notices.]

Evidence and inspection

We may require:

Proof of purchase or invoice.
Photographic or video evidence of product damage or service failure.
Access to the property for re-inspection if the refund relates to a service.
Proof of compliance with aftercare instructions (for example, if you were advised to vacate the premises for a period after a chemical treatment, evidence that those instructions were followed before claiming ineffectiveness).

We will not accept claims that contradict evidence gathered during inspection or that arise from negligence, misuse, or failure to follow aftercare instructions.

Timelines for refunds

Acknowledgement: we will acknowledge receipt of your refund request within 2 business days.
Investigation and inspection: investigations are typically completed within 7–14 business days from acknowledgement, depending on complexity and need for on-site inspection.
Decision and processing: if a refund is approved, we will process it within 7 business days after the decision. The actual time for funds to appear in your account depends on your bank or payment provider and may take additional business days.
Exceptional cases: complex warranty claims, supplier-return dependencies, or legal disputes may take longer. We will keep you updated on any delays.

Method of refund

Refunds will generally be issued using the original payment method used by the client (credit card, mobile money, bank transfer, or cash refund where feasible). If the original method is not available, we may offer an alternative refund method or a credit note for future services, with your consent.

Partial refunds and prorated refunds

Partial refunds may be issued where:

A service was partially completed.
A client cancels a multi-service package partway through the contract.
A product is returned for partial issues or cosmetic damage not affecting primary function.

Pro rata refunds for subscription or scheduled services will be calculated based on the unused portion of the service period, minus any applicable administrative or inspection costs.

Fees, charges, and deductions

Where applicable, refunds may be reduced by:

Cancellation fees stated at the time of booking.
Non-refundable administrative fees or restocking fees for product returns.
Costs associated with emergency mobilization if services were emergency in nature and the client cancelled late.
Deductions for damage or missing components when returning physical goods.

We will always itemize any deductions and explain them clearly when issuing a partial refund.

Exceptions and non-refundable items

Certain items and services are non-refundable except where required by law or where the item is demonstrably faulty:

Opened pesticide containers and certain chemical products for safety reasons.
Custom-cut or bespoke nets and specially ordered items.
Sanitary bins once placed into service and used for hygiene reasons.
Digital content, downloadable materials, and course materials once accessed.
Services rendered in full where no reasonable evidence of failure is presented.

If you believe an exception should apply to your case, submit full details for review.

Warranties and re-treatment guarantees

Many of our services include specific warranty or guarantee terms (for example, a termite treatment warranty or rodent exclusion follow-up period). Warranties typically set out:

The duration of the warranty period.
What is covered (e.g., re-treatment for persistent pest activity).
Exclusions and client responsibilities (for example, maintaining good sanitation or not modifying proofing work).

If a covered issue arises within the warranty period, our first step will usually be to re-treat or repair at no extra cost. If re-treatment fails after reasonable attempts, refund options will be discussed.

Liability limits

Kisumu Pest Control’s liability for refunds and other remedies is limited to the cost of the goods or services purchased, except where consumer protection laws require otherwise. We are not liable for indirect losses, consequential damages, lost profits, or loss of business arising from pest activity, except as may be required by law.

Dispute resolution

If you disagree with a refund decision, please:

Contact our customer relations team for a formal review. Provide any additional evidence and documentation.
If internal review is unsuccessful, we will offer mediation through a mutually agreed independent mediator.
As a last resort, either party may pursue remedies in the relevant Kenyan courts. We prefer to resolve disputes amicably and will cooperate in good faith to reach a fair outcome.

Chargebacks and third-party payment disputes

If you initiate a chargeback through your payment provider, we will cooperate with the payment provider’s investigation and provide evidence of service delivery and related documentation. We prefer that you contact us first to resolve the issue directly to avoid unnecessary fees or delays.

How refunds affect loyalty credits, vouchers, or promotions

Refunds on transactions involving promotional discounts, vouchers, or loyalty points may be adjusted to reflect the value of discounts used. For example:

If you return an item purchased using a discount code, the refunded amount will reflect the discounted price.
Loyalty points used may be re-credited or forfeited depending on the specifics of the promotion. We will explain any such adjustments in your refund confirmation.

Changes to this policy

Kisumu Pest Control may update this Refund Policy to reflect changes in our practices, legal requirements, or business needs. We will publish the current policy on our website and indicate the date of last revision. If we make material changes that negatively affect previously confirmed refunds or claims, we will notify affected clients using the contact details we have on file.

Contact and escalation

To request a refund or report an issue, please contact customer support using the contact channels published on our website. Include:

Your name and contact details.
Invoice, booking, or order number.
Date of service or product delivery.
Clear description of the problem and supporting evidence.

For formal complaints that require escalation, please send a written notice to our office address (listed on our website). We will acknowledge receipt and provide a point of contact for follow-up.

Sample refund timeline (illustrative)

Day 0: Client submits refund request with evidence.
Day 1–2: Acknowledgement and initial review by customer support.
Day 3–10: Inspection and investigation (on-site visit if needed).
Day 11–14: Decision communicated to client.
Day 15–22: If approved, refund processed and funds returned to client within 7 business days (subject to bank processing times).

Actual timelines may vary. We will keep you informed if additional time is required.

Additional consumer rights

This Refund Policy is in addition to your statutory rights under Kenyan consumer protection laws and other applicable regulations. Nothing in this policy limits your legal rights where those rights cannot be excluded or limited by law.

Examples and illustrative scenarios

Termite treatment with 12-month warranty
Client reports continued termite activity within three months. Kisumu Pest Control inspects, confirms activity related to untreated entry points, re-treats and performs exclusion work at no extra charge. No refund is issued because re-treatment resolves the issue. If re-treatment fails after two attempts and the problem persists due to our treatment failure, a prorated refund or credit may be issued for the remaining warranty period.
Mosquito net delivered damaged
Client receives a mosquito net with a tear and reports within 48 hours with photos. Kisumu Pest Control arranges collection and re-delivery of a replacement at no cost, or issues a full refund if replacement is unavailable.
Training course cancellation by participant two days before start
Participant cancels less than 7 days before course start. No refund is given unless exceptional circumstances apply, but participant may transfer the enrollment to another person or receive credit towards a future course subject to administrative fees.

Record keeping and documentation

We keep records of all refund requests, investigations, inspections, and refund transactions for a reasonable period to ensure accountability and to comply with regulatory requirements. Clients may request a copy of the outcome of an investigation relating to their refund request.

Accessibility and reasonable adjustments

If you have accessibility needs or require assistance submitting a refund request (for example, due to disability or language barriers), please contact our customer support and we will make reasonable adjustments to assist you.

Final note

Our aim is to ensure you are satisfied with the services and products provided by Kisumu Pest Control. If you feel we have fallen short, please reach out, we will investigate and work with you toward a fair resolution. For matters involving legal complexity or high-value claims, we may recommend seeking independent legal advice.