1. Policy objective
This Refunds Policy explains how Kenlife handles cancellations, incorrect charges, failed fulfilment, service-quality complaints and refund requests for Shop & Book purchases, accommodation, events, meetings, packages, food, beverages, bakery items, deliveries and other services.
2. Mandatory consumer rights preserved
This policy does not remove rights that cannot be waived under Kenyan consumer law. Where an internet agreement, charge, cancellation or refund is governed by mandatory statutory rules, those rules prevail over any conflicting website term.
3. General refund principles
- Refund eligibility depends on what was purchased, the stage of preparation or service, the cancellation time, whether Kenlife or the customer caused the cancellation, and any specific terms shown before payment.
- A confirmed quotation, event contract, package confirmation or booking condition may contain more specific cancellation rules; those specific terms apply subject to law.
- Kenlife will not intentionally charge for a service it knows it cannot provide.
- Duplicate or clearly erroneous charges should be reported promptly with the receipt, payment reference or transaction details.
4. Shop, takeaway, food and bakery
For standard physical goods that are unopened and eligible for return, Kenlife will assess the request according to product condition, hygiene, safety and applicable law. Freshly prepared food, personalised cakes, made-to-order bakery items, opened beverages and other perishable/custom products may not be suitable for return merely because a customer changes their mind after preparation has started. This does not affect claims involving wrong items, contamination, material defects, misdescription or other legally protected issues.
If an order is materially wrong, incomplete or unsafe, contact Kenlife promptly and preserve the product/packaging where reasonably possible so the issue can be investigated.
5. Accommodation and experiences
Cancellation and refund treatment for accommodation, tours, experiences and activities depends on the cancellation terms displayed at booking, notice provided, no-show status, third-party costs already committed, and whether the booking was refundable or promotional. If Kenlife cancels and cannot provide a reasonable alternative accepted by the customer, amounts paid for the cancelled Kenlife service will normally be refunded or credited as appropriate.
6. Events, meetings and group packages
Events and group packages often require advance purchasing, staffing, venue reservation, setup and third-party commitments. The quotation or event agreement therefore controls deposit, rescheduling and cancellation treatment. Kenlife will distinguish recoverable costs already incurred from amounts that can reasonably be refunded. If a date is moved by mutual agreement, funds may be transferred to the revised booking rather than refunded, where the parties agree.
7. Online and payment-gateway transactions
Where a payment gateway, bank or mobile-money provider shows a deduction but KeDOS has not confirmed settlement, Kenlife will first reconcile the provider transaction. A pending or reversed provider transaction is not treated as a completed payment merely because a customer received an initial prompt.
Third-party payment, currency-conversion or delivery fees may be treated according to the applicable provider or quoted terms, but Kenlife will not impose an undisclosed unlawful charge.
8. Promotional and redemption codes
Refunds for orders or events purchased with a promotional/redemption code are based on the amount actually paid and the specific offer terms. A free redemption has no cash refund value unless required by law. Where a discount code is restored after cancellation, restoration is subject to the code’s validity period and usage limits.
9. How to request a refund
Send the request to info@kenlife.co.ke; for payments/invoices, copy finance@kenlife.co.ke. Include your name, customer number if available, order/booking/invoice number, payment reference, amount, date and reason. Kenlife may request evidence reasonably necessary to verify the transaction.
10. Method and timing
Approved refunds are normally returned through the original payment route where operationally and legally appropriate, or through another verified method agreed with the customer. Processing time can depend on the bank, card network, mobile-money provider or payment gateway after Kenlife releases the refund.
11. Chargebacks and disputes
Please contact Kenlife before initiating a payment dispute where possible so the transaction can be reconciled quickly. Fraudulent chargebacks, false refund claims or misuse of return processes may result in account review and preservation of transaction evidence.