Refund Policy | Bluelabs Hygiene

Refund Policy, Bluelabs Hygiene

This Refund Policy explains how Bluelabs Hygiene handles refund requests for products and services purchased directly from us. It sets out the circumstances under which refunds, replacements, or re-services may be provided, the process for requesting a refund, the timelines we follow, and the responsibilities of both Bluelabs Hygiene and our clients. Our goal is to be fair, transparent, and prompt while protecting the safety, hygiene, and quality standards our clients expect.

Please read this policy carefully. If you have questions or need help, contact our customer care team.

1. Scope and applicability

This policy applies to:

all paid cleaning services, one-off or recurring;
pest control services, inspections, treatments, and related onsite visits;
sanitary bins subscription services and collections;
installation services, including magnetic mosquito net fittings and accessory installations;
physical products sold by Bluelabs Hygiene (e.g., sanitary bins, magnetic mosquito nets, cleaning chemicals, protective gear, pesticides and herbicides) purchased directly from Bluelabs Hygiene or through our authorized channels.

This policy does not apply to products purchased from third-party retailers or to services arranged by third parties unless otherwise agreed in writing.

2. Our commitment

Bluelabs Hygiene aims to deliver services and products that meet professional standards of cleanliness, safety, and effectiveness. If you are dissatisfied, we will investigate and, where appropriate, offer a remedy such as re-service, replacement, repair, or refund. We may also offer store credit in lieu of a monetary refund where suitable to both parties.

3. Key definitions

Client: the individual or organization that purchased services or products from Bluelabs Hygiene.
Service date: the date when a cleaning, pest control, installation, or other onsite service was performed.
Purchase date: the date when a product or service was paid for.
Eligible refund period: the timeframe in which a refund or return request must be raised to be considered eligible (see sections below for specifics).

4. General eligibility criteria

To be eligible for a refund, replacement, or re-service:

You must provide proof of purchase (invoice, receipt, or order confirmation).
You must report issues within the applicable eligible refund period (see sections 6 and 7).
For products, items must be returned in original condition with original packaging unless the product is defective or damaged.
For services, you must allow Bluelabs Hygiene the opportunity to inspect the site and, where appropriate, carry out a corrective re-service before a monetary refund is considered.

Bluelabs Hygiene reserves the right to refuse refund claims that:

are reported outside the eligible refund periods specified in this policy;
arise from causes outside our control (for example, client failure to follow aftercare instructions, environmental re-infestation due to external sources, or deliberate misuse of products);
involve products that have been opened and used where the product’s nature reasonably prevents return (e.g., certain chemical containers once opened for safety and contamination reasons).

5. Service refunds, residential and commercial

5.1. Eligibility and timeframe

Report service dissatisfaction to us within 48 hours of the service date for standard cleaning and sanitary services.
For pest control treatments, report any continued infestation or treatment failure within 7 days for initial follow-up; some treatments may require a longer observation period (up to 30 days) depending on the pest type and agreed treatment plan. We will specify any extended observation periods in your service agreement.
For installations (e.g., magnetic mosquito nets), report installation defects or visible damage within 7 days of installation.

5.2. Investigation and remedy

Upon receiving a valid complaint, Bluelabs Hygiene will schedule an inspection within a reasonable timeframe (normally 48–72 hours in urban areas) to verify the issue.
Where a service did not meet the agreed standard, we will provide a corrective re-service at no extra cost within a mutually agreed schedule.
If re-service is impractical or fails to resolve the issue, we will consider a partial or full refund. Refund amounts will be proportionate and based on the portion of the service not performed or performed unsatisfactorily.

5.3. Examples

Example A: A one-off deep-cleaning was completed but the client reports major areas missed. We will re-attend to address missed areas; if re-attendance does not resolve the issue, a partial refund may be issued covering the proportion of the service unfulfilled.
Example B: A pest control treatment performed per agreed scope fails within the specified observation period due to technician error. We will re-treat at no charge; if infestation persists despite correct re-treatment, we will consider a refund of the treatment fee.

6. Product refunds and returns

6.1. Eligibility and timeframe

Standard return window for non-defective, unused, and sealed products: 7 days from delivery or collection (unless longer return periods are advertised for particular items).
Defective, damaged, or incorrect products: report within 7 days of delivery. We will ask for photographs/evidence and may request the product be returned for inspection.
Products damaged during transit should be reported immediately to the delivery agent and to Bluelabs Hygiene within 24 hours with photographic evidence.

6.2. Condition for returns

Returned products must be in original condition with original packaging, accessories, and documentation.
Products that, for safety or hygiene reasons, cannot be resold once opened (certain chemicals, single-use PPE, sealed sanitary supplies) are non-returnable unless clearly defective.

6.3. Refund processing and method

Approved refunds will be processed using the original payment method where possible (bank transfer, mobile money, card refund).
Card refunds may take 5–14 business days to reflect on your bank or card statement, depending on the card issuer.
Mobile money or bank transfers will normally be completed within 1–3 business days from approval.
Shipping or delivery costs are refundable only when the product is defective or the wrong item was delivered. Otherwise, initial shipping costs are non-refundable.

6.4. Exchanges and replacements

We will replace defective or incorrect items at no extra charge (including return shipping) where stock is available. If a replacement is not available, a full refund will be offered.

7. Sanitary bins and subscription services

7.1. Trial period and cancellations

For subscription-based sanitary bin collections, clients may cancel within a trial period of 7 days after the first scheduled collection (subject to any special promotional terms). To cancel, notify client services in writing.
Cancellations after the trial period will follow the subscription terms previously agreed and may require a minimum notice period (e.g., 14 days) to allow for scheduling adjustments.

7.2. Refunds for missed or inadequate collections

If a scheduled collection is missed due to provider error and is not rectified within 24 - 48 hours, Bluelabs Hygiene will credit the client’s account for that collection or offer a pro-rata refund, depending on the client’s preference and the subscription terms.

7.3. Equipment return

On subscription termination, sanitary bin units remain the property of Bluelabs Hygiene unless otherwise agreed. Clients are responsible for allowing access for collection of such equipment. If equipment is lost, damaged beyond normal wear, or vandalized, Bluelabs Hygiene reserves the right to charge for replacement.

8. Training, courses, and certification refunds

8.1. Eligibility

Course registration fees are refundable if cancellation is requested at least 7 calendar days before the course start date, less any non-refundable administrative fees.
For cancellations within 7 days of the course start or after the course has commenced, refunds may be reduced or not available, depending on course materials already issued or trainer commitments.
If Bluelabs Hygiene cancels a course, a full refund or transfer to another course date will be offered.

8.2. Examination and certification fees

Examination fees are non-refundable once the exam has been attended. If a certificate is withheld due to failure to meet standards, certification fees will not be refunded, but options for retake or remedial training will be offered.

9. Cancellations and rescheduling (services)

9.1. Client cancellations

For scheduled site services, clients must provide at least 24 hours’ notice for cancellations or rescheduling for standard appointments. Commercial or large-site bookings may require longer notice (48–72 hours) as specified in the service agreement.
Late cancellations (within 24 hours or lesser time where agreed) may incur a cancellation fee up to 50% of the scheduled service fee, to cover preparatory costs and technician time.

9.2. Provider cancellations

If Bluelabs Hygiene must cancel or reschedule a service, we will notify the client as soon as possible and offer alternate dates or a full refund if a suitable rearrangement cannot be agreed.

10. Chargebacks and disputes

If you dispute a charge with your bank or card issuer, please also contact Bluelabs Hygiene so we can resolve the matter quickly. If a chargeback is initiated without prior contact and Bluelabs Hygiene determines the charge was valid according to this policy, we reserve the right to contest the chargeback and provide supporting evidence to the issuer.

11. How to request a refund

To request a refund, follow these steps:

Gather your proof of purchase (invoice number, payment receipt, or order confirmation), photos, and any other supporting evidence.

Contact Bluelabs Hygiene customer care:
Phone: +254 717 819 204 (Mon–Fri, 8:00–17:00)

In your message, include:

Your full name or business name
Invoice or order number
Product or service description
Date of purchase or service date
Clear description of the issue and desired remedy (repair, replacement, re-service, or refund)
Photographic evidence where relevant

We will acknowledge receipt within 48 hours and advise next steps. For service-related issues involving site inspection, we will propose an inspection date and time.

12. Investigation process and timelines

Acknowledgement: within 48 hours of receiving your request.
Initial response: within 3 business days with either a resolution or request for further information.
Inspection or verification: typically within 48 - 72 hours after the initial response for local urban areas (times may vary by location).
Final decision: within 14 business days of receiving all required information and completion of any inspection or re-service.
Refund processing: once approved, refunds will be processed within 7 business days for mobile money or bank transfers; card refunds may take up to 14 business days to appear.

13. Partial refunds and pro-rata calculations

In many cases where a service is partially unsatisfactory, Bluelabs Hygiene may offer a partial refund calculated on a pro-rata basis. Example method:

Determine the hourly or itemized charge for the service.
Identify the portion of work not completed or performed to standard.
Refund the monetary value corresponding to the unfulfilled portion, after any agreed deductions (e.g., consumable costs used).

Example:

If a three-hour cleaning was agreed at KES 6,000 and the client identifies one hour of work not done, a pro-rata refund of KES 2,000 may be considered after inspection.

14. Exceptions and non-refundable items

Opened single-use chemical containers and sealed sanitary product packs that cannot be reissued for hygiene reasons are non-refundable unless defective.
Fees for on-site emergency callouts made in good faith are non-refundable if the client cancels after technician mobilization unless the failure to deliver arises from provider error.
Custom-made items (e.g., bespoke net frames or tailored installations) are non-refundable unless defective, damaged, or not as described.

15. Health, safety, and compliance considerations

For refunds related to pesticide or chemical products, any return or exchange is subject to safety regulations. We may require proof of safe storage, original seals, and compliance with national hazardous goods handling rules before accepting returns.
Bluelabs Hygiene will not accept returns of hazardous materials that create a risk in transit or storage. Where returns are accepted, clients may be required to follow specific packaging and transport instructions for safety.

16. Data, privacy, and refunds

When processing refunds, we will use the personal data you supply in accordance with our Privacy Policy. This may include name, contact details, transaction records, and billing information needed to complete the refund.
We will not share your personal information with third parties for marketing purposes without your consent. Data used for refunds will be retained only as necessary for accounting and legal compliance.

17. Governing law and dispute resolution

This policy and any refund disputes shall be governed by the laws of the Republic of Kenya.
We aim to resolve disputes amicably. If a dispute cannot be resolved directly, either party may refer the matter to a mutually agreed mediator or to the competent Kenyan courts if mediation fails.

18. Fees and taxes

Refunds are generally for the amount paid excluding non-refundable administrative fees clearly stated at the time of purchase.
Any taxes charged (where applicable) will be handled in accordance with tax regulations; refunds may be adjusted to reflect tax adjustments as required by law.

19. Changes to this Refund Policy

Bluelabs Hygiene may update this policy from time to time. If material changes occur, we will notify clients by posting the updated policy on our website and, where appropriate, by email. Continued use of our services after a policy update constitutes acceptance of the revised terms.

20. Sample refund scenarios (quick reference)

Defective mosquito net delivered: Report within 7 days → provide photos → return arranged at our expense → replacement or full refund.
Missed sanitary bin collection (provider error): Report within 48 hours → we re-schedule collection within 24 -48 hours or credit the account/refund pro-rata.
Unsatisfactory office cleaning (major omissions): Report within 48 hours → we re-attend to correct issues; if unresolved, partial refund considered.
Pest control claimed ineffective within observation window due to technician error: Report within agreed observation period → re-treatment at no cost; if still ineffective, consideration of refund.

21. Contact and escalation

If you are unhappy with how a refund request is handled:

First contact: +254 717 819 204
If unresolved within 14 days, escalate to Operations Manager.
For formal complaints, send a letter to our postal address (given on our website). We will acknowledge and respond as per the timelines above.

22. Client responsibilities

To help us process refunds quickly, clients should:

Keep proof of purchase and order references.
Provide clear photos and descriptions of product defects or service issues.
Allow reasonable access for site inspections and corrective work.
Follow any aftercare or safety instructions provided after services (e.g., re-entry time after treatment) to avoid voiding guarantees.

23. Final notes and legal disclaimer

This Refund Policy is intended to be fair and transparent, balancing client protection with operational realities of delivering hygiene, pest control, and disposal services. It should be read alongside any separate service agreement, quotation, or product terms provided at the time of purchase.

This document does not constitute legal advice. For legal certainty or if you intend to make this policy part of formal company terms and conditions, we recommend having it reviewed by a qualified legal professional in Kenya to ensure compliance with local consumer protection laws, tax rules, and hazardous goods regulations.

Thank you for choosing Bluelabs Hygiene. We are committed to delivering quality, safe, and dependable hygiene solutions and to resolving any concerns quickly and fairly.