Refund Policy

Consultation Refunds

Consultation fees for our construction services are refundable under specific conditions:

• 24-hour refund window: Full refund available within 24 hours of booking if no services have been rendered
• Processing time: Refunds are processed within 5-7 business days to the original payment method
• Cancellation policy: No refund available once consultation has commenced or materials have been prepared

Project Deposits and Payments

Our project deposit and payment refund policy varies based on project stage:

After work begins:

• Deposits become non-refundable but are credited toward project completion
• Payments for completed work are non-refundable
• Unused portions may be refunded based on work completion percentage

Service Cancellation Policy

Construction projects may be cancelled with appropriate notice:

• 72-hour notice: Required for all project cancellations
• Cancellation fees: Applied based on work completed and materials ordered
• Material costs: Client responsible for custom materials already ordered
• Site preparation: Completed work is non-refundable

Refund Request Process

Non-Refundable Items and Services

• Custom materials: Materials ordered specifically for your project
• Completed design work: Architectural plans, drawings, and custom designs
• Government fees: Permit application fees and regulatory charges
• Site preparation: Completed excavation, foundation work, or site clearing
• Third-party services: Subcontractor work that has been completed
• Consultation time: Time spent on completed consultations and meetings

Processing Timeframes

Approved refunds are processed according to the following schedule:

• Electronic payments: 5-7 business days for credit cards and mobile payments
• Bank transfers: 10-14 business days for direct bank transfers
• Check payments: 14-21 business days for mailed checks

Note: Processing times may vary depending on your financial institution and location.

Partial Refunds

In cases where work has partially commenced, refunds are calculated based on:

• Percentage of work completed
• Materials already purchased or ordered
• Time invested in design and planning
• Administrative costs incurred

Dispute Resolution

If you disagree with a refund decision, you may appeal within 30 days:

• Appeal process: Submit written appeal with supporting documentation
• Review timeline: Appeals are reviewed by our management team within 10 business days
• Final decision: Management decisions on appeals are final
• External mediation: Available for disputes over KSh 50,000

Emergency Situations

Special refund considerations apply in emergency situations:

• Natural disasters: Full refunds available if project becomes impossible due to natural disasters
• Government restrictions: Refunds available if government regulations prevent project completion
• Safety concerns: Projects halted for safety reasons may qualify for partial refunds
• Force majeure: Unforeseeable circumstances may modify refund terms

Warranty and Refunds

Warranty claims are separate from refund requests:

• Warranty work: Covered under separate warranty terms, not refund policy
• Defect repairs: Provided at no charge during warranty period
• Satisfaction guarantee: We work to resolve issues before considering refunds

Policy Updates

This refund policy may be updated periodically to reflect changes in our services or legal requirements:

• Notification: Clients will be notified of policy changes via email
• Existing contracts: Policy changes do not affect existing signed contracts
• Effective date: Updates take effect 30 days after notification

Important Note: This refund policy is subject to the terms and conditions outlined in individual project contracts. In case of conflicts between this policy and signed contracts, the contract terms take precedence. For questions about specific contract terms, please contact our legal department.

Last Updated: January 2024 | Policy Version: 2.1