Effective Date: [Insert Date]
Business Name: [Your Plumbing Business Name]
Location: Kisumu City, Kenya
At [Your Business Name], customer satisfaction is at the heart of our service. We stand behind the quality of our plumbing work and aim to resolve any issues fairly and promptly. This Refunds & Returns Policy outlines the terms under which refunds or replacements may be issued.
1. Service Refunds
We do not typically offer refunds for completed plumbing services unless:
- The service was not delivered as agreed in writing or contract
- There is a verified workmanship issue within the warranty period
- You cancel a scheduled service within the allowable notice period (minimum 4 hours)
Refunds for services already performed will only be considered in exceptional cases and after thorough investigation.
2. Product Returns
If we supply plumbing parts, fixtures, or materials as part of your service:
- Unused, undamaged items in original packaging may be returned within 7 days of purchase
- Returns must be accompanied by the original receipt or invoice
- Custom-ordered or installed items cannot be returned unless defective
3. Defective Materials or Workmanship
If a part we installed is defective or a workmanship issue arises:
- Contact us within 7 days of discovering the issue
- We will inspect the problem and, if valid, repair or replace at no additional cost within the warranty period
- Issues caused by misuse, third-party damage, or neglect are not covered
4. Cancellations & Deposits
- Services cancelled 4 hours or more before the appointment will be fully refunded (if a deposit was paid)
- Cancellations made less than 4 hours in advance may forfeit up to 50% of the deposit to cover lost time and resource allocation
5. No Refunds on Emergency Services
Due to the immediate nature and labor involved, emergency plumbing services are non-refundable once the technician is dispatched or work has begun.
6. Processing Refunds
Approved refunds will be processed via the original payment method within 5–10 business days. M-Pesa and bank transfers are our preferred channels.
7. Contact for Refunds or Returns
To request a refund, return, or discuss a concern:
📞 Phone: [Your Phone Number]
📧 Email: [Your Email Address]
📍 Location: Kisumu City, Kenya
We are committed to fair resolutions and long-term customer trust.