Refund Policy

Rowland Africa, Refund & Cancellation Policy

Contact for refunds: Call / WhatsApp +254 717 819204

This Refund & Cancellation Policy explains how Rowland Africa handles refund requests for our cleaning, pest control, hygiene solutions, products, training and supplier services. We aim to be fair, transparent and practical while protecting the health, safety and operational needs of our clients and staff.

1. Scope & Definitions

• Services - on-site work we perform (cleaning, pest control visits, installations, inspections, post-construction cleaning, etc.).
• Products - physical goods we sell or supply (mosquito nets, sanitary bins, pesticides, protective gear, etc.).
• Training & Courses - paid training programs, exams and certifications.
• Client - person or entity who purchased a service, product or course.
• Supplier - third-party vendor that provides goods to Rowland Africa.

2. General Principles

• We assess refund requests individually and act in good faith.
• Refunds are normally issued to the original payment method unless otherwise agreed.
• We may require evidence (photos, receipts, inspection reports) to process a refund.
• Refund processing (verification and payment reversal) will be handled promptly once a refund is approved.

3. Booking & Cancellation (Services)

a. Client cancellations

• Standard bookings: Clients may cancel or reschedule free of charge up to 48 hours before a scheduled service.
• Short-notice cancellations (under 48 hours): A cancellation fee may apply to cover travel and administrative costs. The fee depends on the service type and will be communicated at booking.
• Same-day cancellations / no-shows: May incur a higher fee (up to the full visit charge) because of incurred travel and preparation costs.

b. Rowland Africa cancellations or rescheduling

• We will notify you and offer an alternative date/time or a full refund if we cannot perform the agreed service.
• If a refund is requested because we could not deliver the booked service, we will issue it to the original payment method after verification.

4. Refunds for Services (Dissatisfaction / Rework)

Eligible situations

• If a service was not delivered to the agreed scope or standard, please notify us within 48 hours of service completion. Provide photos and a description of the issue.
• We will investigate and, where appropriate, offer a corrective re-service (revisit) at no charge.

Refund vs Re-service

• Our primary remedy for service problems is a free re-service to correct the issue.
• If after a reasonable re-service the issue remains unresolved, you may be eligible for a partial or full refund depending on the circumstances and the portion of the service affected.

Non-eligible situations

• Refunds are not issued for issues caused by conditions outside our control (e.g., pet damage after service, new pest ingress after the visit due to client behavior, previously undisclosed structural issues).
• Refunds are not available for dissatisfaction due to reasonable aesthetic preferences where the service met the agreed scope.

5. Product Refunds (Purchase, Faulty or Incorrect Item)

a. Faulty or damaged items

• Inspect products on delivery. Report visible damage or faults to us within 48 hours with photos. Faulty items will be replaced or refunded after verification.

b. Wrong item delivered

• If we supplied the wrong product, we will collect the incorrect item at no charge and deliver the correct item or issue a refund.

c. Change of mind / returns

• For unopened, resaleable products returned within 14 days of delivery, we may accept returns and provide a refund less any shipping/restocking fees.
• Custom-made, cut-to-size, or specially-manufactured items (e.g., customized mosquito nets) are non-refundable unless faulty.

d. Sanitary bins & consumables

• Consumables (liners, sanitary waste) and used sanitary bins are non-refundable for hygiene reasons once used. Unopened, unused items may be refunded following the product return rules above.

6. Training & Course Refunds

• Course cancellations by student: Full refund if cancelled 14 days prior to course start, less any administration fee. Partial refund may be offered for cancellations made less than 14 days before start, depending on costs incurred.
• No-shows: No refund for no-shows on the day of the training.
• Course cancellations by Rowland Africa: Full refund or option to transfer to a later course.
• Certificates and exam fees are non-refundable once the exam has been taken and marked.

7. Emergency & One-Off Services

• Emergency call-outs (urgent pest control) may be non-refundable or partially refundable depending on work performed. If a refund is appropriate (e.g., we cannot deliver the emergency service), we will advise and process per the normal refunds procedure.

8. How to Request a Refund

1. Contact us immediately via call or WhatsApp at +254 717 819204 or email (if available).
2. Provide: your name, booking reference or invoice number, service/date, and reason for request. Attach photos or evidence.
3. We will acknowledge receipt, investigate, and advise the outcome and next steps.
4. If approved, refunds will be returned to the original payment method or another agreed method.

9. Verification & Inspections

• For disputed service or product issues, we may arrange an inspection. Access for inspection should be provided reasonably; refusal to allow inspection may delay or void a refund.

10. Refund Processing Time

• Once a refund is approved, we will initiate it promptly. The time it takes for funds to appear in your account depends on the payment provider and banking partners.

11. Fees & Deductions

• Fees may be deducted from refunds to cover: travel costs already incurred, administration fees, restocking fees for returned products, or work already performed. Any deductions will be clearly explained.

12. Exceptions & Special Cases

• Services rendered in hazardous or biohazard conditions, or where safety protocols prevent a safe re-service, may be handled specially. We will communicate options and any partial refunds if applicable.
• For government or regulatory requirements affecting service delivery (e.g., quarantine restrictions), refunds will be handled case-by-case.

13. Dispute Resolution

• If you disagree with our refund decision, contact our support on +254 717 819204 to escalate. We will seek to resolve disputes amicably.
• If unresolved, parties may pursue consumer protection avenues available under Kenyan law.

14. Changes to This Policy

• Rowland Africa may update this policy periodically. The version posted on our website and communications is the authoritative version. Material changes will be communicated to clients when practical.

15. Contact Us

For all refund, cancellation or service-quality concerns, please contact:

Rowland Africa, Refunds & Support

Call / WhatsApp: +254 717 819204