Effective Date: July 22, 2026
Welcome to Masai Mara Pest Control. We are committed to delivering high-quality pest control, cleaning services, sanitary hygiene solutions, and magnetic mosquito net installation. This Refund Policy explains the circumstances under which refunds may be granted and the conditions that apply to our services.
By booking our services, you agree to the terms outlined in this Refund Policy.
1. Our Commitment
At Masai Mara Pest Control, customer satisfaction is important to us. Every project is handled with professionalism, attention to detail, and a commitment to delivering quality results. Since many of our services involve labour, inspections, transportation, and materials that cannot be recovered after work has commenced, refunds are subject to the conditions below.
2. Quotations
All quotations issued by Masai Mara Pest Control are valid for the period stated on the quotation unless otherwise specified.
Prices may change if:
The scope of work changes.
Additional services are requested.
Property measurements differ from those provided.
Access to the site significantly differs from the original assessment.
3. Booking Deposits
Certain services may require a deposit before work is scheduled.
Deposits help us reserve your appointment, allocate technicians, procure materials where necessary, and prepare equipment.
Unless otherwise agreed in writing, deposits are non-refundable once materials have been ordered or preparations for the scheduled service have begun.
4. Cancellation Before Service
If you cancel your appointment before work has commenced, you should notify us as early as possible.
Refund eligibility depends on the stage of preparation:
If no materials have been purchased and no work has been scheduled, your deposit may be refunded, less any administrative or inspection charges where applicable.
If materials have already been purchased or special preparations have been made, only the recoverable portion of the payment may be refunded.
5. Cancellation After Service Has Started
Once technicians have arrived on site and work has commenced, refunds are generally not available for:
Pest control treatments
Cleaning services
Sanitary hygiene services
Mosquito net installations
Inspection services
Labour charges
Transport costs
If additional work remains incomplete, only the unused portion of the service may be considered for review.
6. Pest Control Services
Pest control is influenced by many factors, including:
Severity of infestation
Property condition
Building structure
Environmental conditions
Sanitation practices
Re-infestation from neighbouring properties
Customer compliance with aftercare recommendations
For this reason, we cannot guarantee immediate elimination of every pest after a single treatment unless specifically stated in your service agreement.
Where follow-up visits form part of the agreed treatment programme, these visits should be completed before assessing the overall effectiveness of the service.
7. Cleaning Services
If you are dissatisfied with the quality of a cleaning service, please notify us within 24 hours of service completion.
Where appropriate, we may arrange a return visit to address any areas that were unintentionally missed.
Refunds are generally not issued once cleaning services have been completed unless it is determined that the agreed scope of work was not reasonably performed.
8. Magnetic Mosquito Net Installation
Because mosquito nets are custom measured and manufactured for each property, refunds are generally not available once production or installation has commenced.
If a manufacturing defect or installation issue is identified, we will inspect the installation and, where appropriate, repair or replace the affected components in accordance with our warranty terms.
9. Sanitary Bin Services
Refunds for sanitary hygiene services are only considered where services have not yet commenced.
Once scheduled servicing has been completed, payments are generally non-refundable.
10. Customer Responsibilities
To ensure successful service delivery, customers should:
Provide accurate information about the property.
Allow safe access to treatment areas.
Follow all preparation instructions.
Follow post-service recommendations.
Report concerns promptly after service.
Failure to follow recommended instructions may affect treatment results and refund eligibility.
11. Rescheduling
Appointments may be rescheduled subject to availability.
Where possible, please provide at least 24 hours' notice if you need to change your appointment.
Repeated rescheduling may result in additional charges.
12. Service Interruptions
If services cannot be completed due to circumstances beyond our control, including unsafe working conditions, restricted access, severe weather, or unforeseen site conditions, we will work with you to arrange a suitable alternative appointment.
13. Damaged or Incorrect Products
If any supplied product arrives damaged or differs significantly from your confirmed order, please notify us promptly.
After inspection, we may repair, replace, or provide another appropriate solution depending on the circumstances.
14. Refund Processing
Where a refund is approved, it will be processed using the original payment method where possible.
Processing times may vary depending on your payment provider or financial institution.
15. Non-Refundable Items
The following are generally non-refundable once provided:
Inspection fees
Site survey charges
Labour costs
Transport charges
Emergency call-out services
Completed pest control treatments
Completed cleaning services
Completed sanitary hygiene services
Custom-made magnetic mosquito nets
Custom installations
Products specially ordered for a customer
16. Exceptional Circumstances
We understand that every situation is unique.
If you believe exceptional circumstances apply to your booking, please contact our customer support team. We review every request fairly and will work with you to reach a reasonable solution whenever possible.
17. Contact Us
If you have any questions regarding this Refund Policy or would like to discuss a refund request, please contact Masai Mara Pest Control.
Our customer support team will be happy to assist you and provide guidance regarding your service, booking, or refund enquiry.
Thank you for choosing Masai Mara Pest Control. We appreciate your trust and remain committed to delivering professional services with integrity, transparency, and customer satisfaction.