At Nairobi Sanitary Bins, we are committed to delivering professional, reliable, and hygienic sanitary waste management services. Customer satisfaction is at the heart of our operations, and we aim to provide services that meet or exceed your expectations.
However, we understand that there may be situations where a client requests a refund. This Refund Policy outlines the conditions under which refunds may be issued and the procedures for submitting a request.
1. Service-Based Nature
Our services — including sanitary bin supply, servicing, and waste collection — are service-based and time-bound. Once a scheduled service has been rendered, it is considered delivered and completed. Refunds for completed services are therefore not applicable.
However, if you cancel a service before delivery or if there is a verified failure on our part, you may qualify for a partial or full refund as described below.
2. Eligibility for Refunds
Refunds will only be considered in the following circumstances:
- Service Not Provided:
- If you have paid for a service and we fail to deliver it within the agreed timeframe without prior notice or valid reason, you are eligible for a full refund.
- Service Cancellation Before Commencement:
- If you cancel your service at least 48 hours before the scheduled date, you may receive a full refund or credit toward future services.
- Partial Service Delivery:
- If only part of the service was completed (for example, fewer sanitary bins were delivered than ordered), a pro-rata refund or service adjustment will be offered.
- Duplicate Payment or Billing Error:
- If a payment was made twice or an incorrect amount was charged, we will issue a full refund of the excess amount.
3. Non-Refundable Situations
Refunds will not be issued under the following conditions:
- Services have already been delivered or completed.
- The client provides incorrect or incomplete service details (e.g., wrong address, unavailable site access).
- The client fails to provide necessary access or information for service delivery.
- Refund requests submitted beyond 7 days after payment or service completion.
- Disputes related to personal preferences, such as bin color or design, after installation (if previously agreed).
4. Refund Process
To request a refund, please contact our Customer Service Department with the following details:
- Full Name or Company Name
- Service Description or Invoice Number
- Payment Reference
- Reason for Refund Request
- Supporting Evidence (if applicable)
📧 Email: accounts@nairobisanitarybins.co.ke
📞 Phone: +254 717 819 204
Our finance team will acknowledge receipt within 2 business days and investigate the matter. Verified refund claims will be processed within 7–10 business days from the date of confirmation.
Refunds are made through the same payment method originally used — whether mobile money (M-Pesa), bank transfer, or cheque — unless otherwise agreed in writing.
5. Cancellations
Clients may cancel services by providing written notice through email or official communication channels.
- Cancellations made more than 48 hours before service: Full refund or service credit.
- Cancellations made within 24 hours: 50% refund or rescheduling option.
- Cancellations after team dispatch or arrival on-site: No refund applicable.
We also reserve the right to cancel a service if site conditions are unsafe, unhygienic, or inaccessible. In such cases, we will reschedule or issue a partial refund at our discretion.
6. Subscription and Contract Services
For clients under monthly, quarterly, or annual service contracts, refunds are subject to the terms of the signed agreement.
If you choose to terminate your contract early, we may:
- Deduct service costs already delivered; and
- Charge a small administrative or early termination fee to cover logistics and staffing commitments.
In cases of non-performance or repeated service failure on our part, unused service fees will be refunded or credited toward future services.
7. Damaged or Faulty Equipment
If any Nairobi Sanitary Bins equipment (e.g., sanitary bins, liners, or dispensers) is defective upon delivery or installation, we will replace it at no additional cost.
If replacement is not possible, a partial refund or service credit will be provided. Damage caused by misuse, tampering, or negligence by the client is not eligible for a refund.
8. Dispute Resolution
We value open communication and fairness. In case of any dispute regarding service delivery or refunds, we encourage clients to first reach out to our management team.
If the issue remains unresolved, it may be escalated to an independent mediator or relevant consumer protection authority as per Kenyan law.
9. Exceptions
This policy does not cover third-party products or services supplied by other vendors under separate contracts. Refunds for those items must be requested directly from the respective providers.
10. Updates to this Policy
Nairobi Sanitary Bins reserves the right to update or amend this Refund Policy at any time to align with changing business practices, legal requirements, or industry standards.
The latest version will always be available on our official website. Clients are encouraged to review this policy periodically.
Contact Us
For all refund or billing-related inquiries:
📍 Nairobi Sanitary Bins
Duruma Road, Nairobi, Kenya
📞 Phone: +254 717 819 204
We value your trust and cooperation as we continue to provide clean, reliable, and dignified sanitary waste management services throughout Nairobi and beyond.