Rafiki Pest Control Tanzania – Refund and Service Resolution Policy
At Rafiki Pest Control Tanzania, we take pride in providing professional, safe, and long-lasting pest control and sanitation services to our clients across the country.
Our commitment is to ensure complete customer satisfaction with every service or product we deliver.
This Refund and Service Resolution Policy outlines the conditions, terms, and procedures that apply when a client requests a refund or alternative service due to dissatisfaction, product defect, or internal operational issues.
1. Timeframe for Refund Requests
Clients may request a refund or service review within 14 days from the date of receiving a service or product.
Refunds or corrective actions are considered when:
- There is verified evidence of non-performance or poor-quality service directly attributed to Rafiki Pest Control.
- A scheduled service could not be delivered due to internal company reasons.
Refund requests must be submitted through our official communication channels, either via email or phone, using the contact details provided on our website and company documentation.
Requests submitted after the 14-day period may not qualify for processing unless exceptional circumstances apply and are approved by management.
2. Scope of Services Covered by This Policy
This policy applies to the following services and products provided by Rafiki Pest Control Tanzania:
- Pest Control Services: Control of rodents, mosquitoes, bedbugs, termites, cockroaches, flies, snakes, bats, spiders, and bees.
- Fumigation and Disinfection: Residential, commercial, and industrial fumigation and sanitization services.
- Deep Cleaning Services: Comprehensive cleaning for homes, offices, warehouses, and factories.
- Sanitation Equipment Supply: Provision and maintenance of waste storage bins and hygiene containers.
- E-Waste Collection and Specialized Fumigation: Handling of electronic waste and fumigation of food products, tarpaulins, and shipping containers.
Any additional or customized services not listed here may still be eligible for review under this policy, depending on contractual terms and the nature of the complaint.
3. Conditions Governing Refunds
Refunds or corrective actions are approved only under specific, verifiable conditions. These include:
a. Verified Service or Product Issue
Clients must provide supporting evidence such as photographs, videos, or written statements showing that the service or product failed to meet agreed expectations or industry standards.
b. Compliance with Service Instructions
Refunds will not be granted if the issue arises from the client’s failure to follow post-service instructions, misuse of a product, or interference with the treatment area before the advised safety period.
c. Validity Period
Refund requests must be made within the 14-day validity period from the date of service completion or product delivery. Requests made beyond this timeframe are considered expired and will not be eligible for processing.
4. Types of Refunds and Corrective Actions
Depending on the nature and extent of the issue, Rafiki Pest Control may offer one or more of the following options:
a. Full or Partial Refund
A monetary refund will be issued through the same payment method originally used (e.g., bank transfer, mobile money, or card payment). Refund amounts are determined after a full review and verification of the claim.
b. Replacement Service
In cases where redoing the service is more beneficial to the client, Rafiki Pest Control may offer an alternative or repeat service at no additional cost to rectify the problem.
c. Product Replacement
If the issue involves a product—such as pest control chemicals, traps, or sanitation devices—that is defective or damaged before use, a replacement product will be provided promptly.
d. Service Credit
In select cases, clients may choose to receive a service credit or voucher equal to the value of the disputed service, redeemable for future pest control, fumigation, or cleaning services.
5. Quality Assurance Standards
Rafiki Pest Control upholds high quality and safety standards in every service and product we provide. Refunds are only considered when the following conditions apply:
- The service delivered was incomplete or significantly below the contractual agreement.
- The product supplied was defective, damaged, or unusable upon delivery.
- The pest problem persisted due to a verified failure in product performance or application technique.
Our quality assurance team investigates each claim independently to determine the exact cause of dissatisfaction before approving compensation or corrective action.
6. Steps to Request a Refund or Review
To request a refund, service review, or product replacement, clients should follow this step-by-step process:
- Contact Us – Send an official email to our customer care address or call the number listed on our website.
- Provide Service Details – Include your full name, contact number, service/product reference number, and date of service.
- Describe the Issue Clearly – State the reason for dissatisfaction or non-performance, and attach any evidence such as images, receipts, or videos.
- Await Confirmation – Our customer support team will acknowledge receipt of your complaint within 48 hours and initiate an internal review.
- Inspection (if needed) – For on-site services, a field supervisor may visit to verify the situation.
- Resolution – Once verified, the refund or corrective service will be processed within the set timeframe.
7. Refund Processing Time
After a complaint has been reviewed and approved:
- Verification Period: Up to 7 business days to assess and confirm eligibility.
- Refund or Correction: Processed within 7–14 business days after approval, depending on payment method or service scheduling.
Refunds will only be made to the original payer using the same payment channel used for the transaction unless otherwise authorized in writing.
8. Company Rights and Limitations
Rafiki Pest Control reserves the right to:
- Reject a refund request if adequate evidence of poor performance or product fault is not provided.
- Offer an alternative solution (such as a re-service or replacement product) instead of monetary refund if it provides greater value to the client.
- Amend or update this policy at any time to improve customer service, provided clients are notified in advance of significant changes.
- Disqualify requests made in bad faith, with falsified evidence, or in cases where client negligence contributed to the issue.
We aim to ensure fairness and balance in every decision while protecting both the client’s rights and the company’s operational integrity.
9. Transparency and Accountability
At Rafiki Pest Control, transparency is the foundation of our customer relationships.
We are committed to clear communication and honest business practices at every stage—from booking to service follow-up.
To maintain accountability:
- Every refund or service correction request is logged and tracked through our internal system.
- Clients receive written communication confirming every stage of the process.
- Our management team reviews refund trends quarterly to identify areas for improvement in service delivery.
This ensures that every issue raised contributes to better outcomes for future clients.
10. Objectives of This Policy
Our refund and resolution policy is designed to:
- Protect Client Interests:
- Safeguard customers from loss due to verified service failure or product defect.
- Promote Fairness and Professionalism:
- Ensure that both clients and the company are treated justly in every transaction.
- Strengthen Trust and Loyalty:
- Build long-term relationships through transparency, empathy, and responsiveness.
- Enhance Service Quality:
- Use feedback from refund requests to identify weaknesses and continuously improve our systems, training, and materials.
- Ensure Speedy Resolution:
- Provide clear, efficient, and professional handling of all refund-related matters within set timelines.
11. Commitment to Customer Satisfaction
Your satisfaction is our top priority. We continually invest in staff training, quality control, and customer service to ensure our clients receive consistent and dependable results.
If, despite our best efforts, a service or product falls short of expectations, we are committed to addressing the issue promptly and professionally.
Our approach is not just about refunds—it’s about restoring confidence, ensuring value, and maintaining a positive client experience.
12. Limitations and Exclusions
While we strive to accommodate every legitimate complaint, certain situations may not qualify for refund or replacement:
- Pest re-infestations caused by external sources after treatment (e.g., neighboring infested property).
- Client failure to prepare or maintain treatment areas as instructed.
- Situations where third-party interference compromised the effectiveness of our service.
- Services performed under promotional or complimentary offers unless otherwise stated.
- Cases involving natural reoccurrence of pests beyond the treatment coverage period.
These exclusions ensure that refunds are granted only where company performance is genuinely responsible for the outcome.
13. Dispute Resolution
In case of disagreement regarding refund eligibility or outcomes, clients may request further review.
- The case will be escalated to our Quality Assurance and Compliance Department.
- A neutral internal review will be conducted, and the findings shared with both parties.
- If unresolved, either party may seek mediation through recognized consumer protection agencies or trade associations.
Rafiki Pest Control encourages amicable resolutions and open communication before formal escalation.
14. Confidentiality and Data Protection
All information provided during refund or complaint handling—such as photographs, addresses, or payment details—is treated as strictly confidential.
We comply fully with Tanzania’s data protection and consumer rights laws to ensure all personal data remains secure and used only for service resolution purposes.
15. Continuous Improvement
Every refund request, whether approved or denied, provides valuable feedback.
We analyze these cases regularly to improve our systems, service quality, and employee training.
This commitment helps us minimize future complaints and continuously raise our performance standards across all operations.
16. Contact Information
For refund requests, product issues, or inquiries about this policy, please contact us through any of the following official channels:
📞 Phone: +254 717 819204
📧 Email: service@rafikipestcontrol.co.tz
🌐 Website: www.rafikipestcontrol.co.tz
Our customer service representatives are available Monday to Sunday, including public holidays, to assist with all inquiries.
Final Note
At Rafiki Pest Control Tanzania, our promise goes beyond pest elimination—we build trust through professionalism, reliability, and fairness.
This Refund and Service Resolution Policy reflects our ongoing commitment to ethical business practices and genuine customer care.
When you choose Rafiki Pest Control, you’re choosing transparency, accountability, and a partner who values your satisfaction just as much as you do.
Rafiki Pest Control Tanzania