📜 Refund & Cancellation Policy – Dial & Move Kenya
1. Overview
At Dial & Move Kenya, we strive to provide safe, reliable, and efficient moving and relocation services. This Refund Policy applies to all services booked through our Shopify store, Website or online platform.
By placing an order with us, you agree to the terms outlined below.
2. Cancellation & Rescheduling
We understand plans can change. Our cancellation terms depend on how soon before the service date you notify us:
a. Cancellations made ≥ 48 hours before the scheduled move:
✔️ Full refund of service fees (excluding transaction charges).
b. Cancellations made between 24–48 hours before the scheduled move:
✔️ 50% refund of service fees.
c. Cancellations made < 24 hours before the scheduled move:
❌ No refund, as staff, trucks and resources have already been allocated.
Rescheduling:
You may reschedule your service without penalty if done 48 hours prior to the scheduled move date.
3. Refunds for Partial or Uncompleted Services
If our team has already commenced the service and you decide to cancel mid-service, refunds will be assessed on a case-by-case basis based on time spent and work completed.
4. How Refunds Are Issued
Approved refunds will be processed within 7–14 business days through the original payment method (e.g., credit card, mobile money).
Note:
- Transaction fees charged by payment providers (e.g., Shopify Payments, mobile money platforms) may not be refundable.
- Dial & Move Kenya is not responsible for delays caused by banks or payment processors.
5. Defective or Unsatisfactory Services
If you believe the service provided was unsatisfactory or did not match what was agreed upon, please contact us within 48 hours after the service completion:
📧 sales@dialandmove.co.ke
📞 +254 729588291
We will review your concern and may offer:
✔️ Partial refund
✔️ Discount on future service
✔️ Free follow-up service (if applicable)
All such cases are reviewed fairly and individually.
6. Exceptions
Refunds will not be issued for:
- Delays due to weather, traffic, or force majeure events
- Changes in plans after services have already begun
- Services delivered as agreed but later regretted by the customer
7. Contact Us
If you have any questions about this policy or need support, our customer care team is available:
📩 Email sales@dialandmove.co.ke
📞 Phone: +254 729588291
🌐 Website: https://dialandmove.co.ke or dialamover.co.ke
