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Refund and Returns Policy

Maji Hill > Refund and Returns Policy

Last Updated:01/06/2025

At Maji Hill, customer satisfaction is a core part of our water and sanitation services. We aim to ensure that all services—including bulk water delivery, septic tank emptying, IoT water monitoring, and tank disinfection—are delivered on time, professionally, and to the highest quality standards. This Refund and Returns Policy outlines the terms under which you may request a refund, replacement, or rescheduling.

1. General Policy Statement

Maji Hill does not offer returns for services already rendered or water already delivered. However, we do offer refunds or service re-delivery in situations where:

  • There is a verifiable service fault on our part

  • You cancel your order within the allowable time window

  • Water delivered is determined to be unfit or non-compliant with safety standards

  • A service team fails to show up without prior communication

2. Service Eligibility for Refund or Redelivery

Eligible Scenarios:

  • Bulk Water Delivery Issues:

    • If water delivered is contaminated or does not meet promised quality

    • If delivery does not match ordered quantity (e.g., partial delivery)

  • Service Cancellations:

    • If you cancel your order at least 6 hours before the scheduled service/delivery

    • You will be entitled to a full or partial refund, depending on preparation costs already incurred

  • Septic Tank or Tank Cleaning Services:

    • If the work is incomplete or not done to agreed standards, we will revisit or issue a refund

Non-Eligible Scenarios:

  • Cancellation less than 6 hours before scheduled delivery/service

  • Change of mind after service has begun or water has been discharged

  • Refusal to accept water delivery without valid reason

3. How to Request a Refund

To request a refund or report a service issue, please contact our customer service team within 24 hours of the incident by:

  • Emailing: info@majihill.co.ke

  • Calling or WhatsApp: +254 710 573334

  • Providing:

    • Order number or invoice reference

    • Date and time of service

    • Photos or supporting evidence (if applicable)

We aim to process refund requests within 7 business days.

4. Refund Processing

Approved refunds will be issued via the original payment method:

  • M-Pesa refunds will be sent back to the number used during payment

  • Bank transfers (if applicable) will take 3–5 business days

Partial refunds may apply in cases where the service was partially rendered or minor issues occurred.

5. Rescheduling Policy

If you’re unable to keep your scheduled appointment for water delivery or sanitation services:

  • Rescheduling is allowed at least 4 hours in advance with no penalty

  • Reschedules requested within 4 hours may incur a KES 500 logistics fee

  • Emergency reschedules due to road closures, access issues, or weather will be handled at our discretion

6. Force Majeure Clause

Maji Hill is not liable for service delays or cancellations due to events beyond our control, including but not limited to:

  • Natural disasters (e.g., floods, heavy rains)

  • Road closures or access issues

  • Political unrest

  • Utility disruptions

In such cases, refunds or rescheduling may be issued on a case-by-case basis.

7. Contact Us

If you have questions or need help with a refund or complaint:

Maji Hill Water Services
Phone/WhatsApp: +254 710 573334
Email: info@majihill.co.ke
Website: https://majihill.co.ke