Rafiki Design and Renovations – Refund Policy
Effective Date: March 23, 2026
At Rafiki Design and Renovations, we are committed to delivering high-quality construction, renovation, interior design, landscaping, plumbing, and electrical services across Kenya. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting refunds, and how refunds are calculated. It ensures transparency, protects both our clients and our business, and aligns with applicable laws and good business practices.
1. Purpose and Scope
1.1 The purpose of this Refund Policy is to clearly define the terms under which clients may request a refund for any of the services provided by Rafiki Design and Renovations.
1.2 This Policy applies to all clients, including homeowners, landlords, property managers, business owners, and other individuals who engage our services for:
Construction of new buildings, extensions, or modifications
Renovation of existing structures
Interior design, including layout, furniture installation, and finishes
Landscaping, including design, planting, and maintenance
Plumbing and electrical installations and repairs
Maintenance and repair work
1.3 This Policy governs all payments made to the Company, including deposits, advance payments, milestone payments, and full project payments.
1.4 Payments made for completed work that meets contractual specifications, including customized services and materials, may not be refundable, as explained further in this Policy.
2. Definitions
For clarity, the following terms are defined:
Client: The person or entity that has contracted Rafiki Design and Renovations for services.
Services: Any construction, renovation, interior design, landscaping, plumbing, electrical, or maintenance work provided by the Company.
Refund: The return of funds to the Client due to cancellation, non-performance, or failure to deliver services according to agreed standards.
Work Commencement: The point at which physical work on the project site begins, including labor, preparation, or material delivery.
Defective Work: Work that does not meet agreed specifications, industry standards, or contractual obligations.
3. Eligibility for Refunds
Refunds are only considered under specific circumstances, and the Client must meet the criteria below:
3.1 Service Cancellation Before Work Commences
If the Client cancels the project before any physical work has started on-site, they may be eligible for a full or partial refund of the deposit or advance payment.
Any non-refundable costs incurred by the Company, such as planning, materials already purchased, or labor preparation, will be deducted.
3.2 Non-Performance by Rafiki Design and Renovations
If the Company fails to deliver the agreed services within the agreed timeframe, or does not perform services in accordance with the project specifications, the Client may request a refund.
The refund will be assessed based on the portion of work not completed or completed incorrectly.
3.3 Defective Work Not Rectified
If work is completed but found defective, and the Company fails to rectify the defect within a reasonable period, a partial refund may be issued.
The Client must provide documented evidence of the defective work for consideration.
3.4 Force Majeure or Unforeseen Circumstances
In rare situations such as natural disasters, extreme weather, or events beyond the Company’s control, refunds may be partially granted depending on the extent of work completed and resources already utilized.
4. Non-Refundable Circumstances
Refunds will not be granted in the following cases:
Completion of work that meets contractual specifications and industry standards.
Cancellation after work has commenced on-site or after materials have been ordered or delivered.
Client dissatisfaction due to change of mind unrelated to defects or contractual non-performance.
Costs incurred by the Company for design, planning, consultation, permits, and approvals.
Customized materials or products that have been purchased, cut, or installed specifically for the Client.
5. Refund Calculation Method
Refunds are calculated based on a fair and transparent method that considers the work completed, materials purchased, and costs incurred by the Company.
5.1 Formula for Refund Calculation:
Refund Amount = Total Paid – (Cost of Work Completed + Materials Used + Administrative Costs + Non-Refundable Fees)
Cost of Work Completed: Calculated based on labor hours spent and milestones achieved.
Materials Used: Includes all purchased materials delivered to the site, or customized items prepared for the Client.
Administrative Costs: Includes project planning, consultation, and permit fees.
Non-Refundable Fees: Includes deposits, design fees, or other amounts explicitly stated in the contract as non-refundable.
5.2 Examples:
If a Client cancels before work starts, a full refund minus planning and material costs may apply.
If a Client cancels after 50% of the project is completed, the refund will be adjusted according to work completed and materials consumed.
If a Client receives defective work that the Company fails to rectify, a partial refund proportional to the uncorrected portion may be granted.
6. Refund Request Procedure
Clients wishing to request a refund must follow the formal process below:
6.1 Submission
Refund requests must be submitted in writing to the Company through:
Physical letter: Office at Duruma Rd, Nairobi, Kenya
6.2 Required Information
Full name and contact information of the Client
Project name or reference
Payment proof (invoice, receipt, or transaction confirmation)
Reason for refund request
Supporting evidence (photographs, work inspection reports, or correspondence)
6.3 Review and Response
The Company will review the request and respond within 10 business days.
The Company may request additional documentation or a site inspection before approving the refund.
6.4 Approval and Processing
Approved refunds will be processed within 14 business days.
Refunds will be issued using the original payment method unless otherwise agreed.
7. Partial Refunds
7.1 Partial refunds may be issued when:
Only part of the project has been completed
Materials have been purchased or delivered
The Client cancels after work has commenced
7.2 Partial refund calculation considers:
Completed labor
Materials used or purchased
Administrative costs
7.3 Example:
Total paid: KES 500,000
Labor and materials already incurred: KES 300,000
Refund Amount = KES 200,000
8. Timeline for Refunds
8.1 Approved refunds will be processed within 14 business days.
8.2 Refund timelines may vary depending on:
Payment method used (bank transfer, mobile money, cheque)
Clearance time from financial institutions
8.3 The Company will notify the Client once the refund has been processed and provide confirmation of the transaction.
9. Dispute Resolution
9.1 The Company is committed to resolving refund disputes amicably and professionally.
9.2 Dispute resolution process:
Initial discussion and negotiation between the Client and Company representatives
Mediation by a neutral third party if required
Legal proceedings in accordance with the laws of Kenya if the dispute cannot be resolved amicably
9.3 This Refund Policy is designed to minimize disputes and ensure transparency for all Clients.
10. Responsibilities of the Client
10.1 To be eligible for a refund, the Client must:
Submit requests promptly and provide all required documentation
Allow the Company reasonable access to inspect completed or partially completed work
Avoid withholding payments for unrelated reasons, as it may affect eligibility for refunds
10.2 Clients are encouraged to maintain communication throughout the project to prevent misunderstandings regarding timelines, scope changes, and quality standards.
11. Modifications and Updates
11.1 The Company reserves the right to update this Refund Policy at any time to reflect changes in:
Business practices
Service offerings
Legal and regulatory requirements
11.2 Clients will be notified of changes through:
Email communication
Company website
Notice on contracts or service agreements
11.3 The version of the Refund Policy in effect at the time of payment will govern the refund process.
12. Additional Terms
12.1 Refunds are subject to verification by Rafiki Design and Renovations to ensure compliance with contractual terms.
12.2 The Company may deduct reasonable costs for:
Material wastage
Unused supplies
Permits or third-party service fees
12.3 Refunds do not absolve the Client from any contractual obligations for services already rendered or agreed milestones completed.
12.4 The Company is not liable for:
Loss of income or profits resulting from service cancellation
Costs incurred by the Client unrelated to the Company’s services
13. Contact Information
Clients seeking refunds or clarifications can contact the Company:
Rafiki Design and Renovations
Phone: +254717819204
Office Address: Duruma Rd, Nairobi, Kenya