This policy covers purchases from Kichwa Connect Limited: repairs, shop items, and internet packages and hotspot vouchers. Nothing in it takes away any right you have under Kenyan law, including consumer protection law. Our Terms of Service cover the rest.
Repairs
Diagnostics are free, and we quote the price before any work starts. If you decide not to go ahead after the quote, there is nothing to pay for the inspection.
If a repair doesn't fix the problem, or the same fault comes back, within 30 days of you collecting the device, we will fix it again at no charge. If it can't be fixed, we will refund the repair charge.
Shop items
This covers accessories, cables, chargers and spares. If an item is faulty when you buy it, bring it back within 7 days with your proof of purchase and we will refund or replace it. We can't accept returns of items that are not faulty.
Internet packages and hotspot vouchers
If we can't provide the service you paid for, we will refund you. Otherwise, internet packages and hotspot vouchers are not refundable.
Kichwa Care and other services
These are not covered by the rules above. How a plan is started, changed or ended, and whether anything is refundable, is agreed with us when you join.
How to ask
Call or WhatsApp us on +254 701 581 233, or come to the shop on Catherine Ndereba Road, Nairobi (Monday to Saturday 8am to 9pm, Sunday 11am to 9pm). Bring the device or item, and your receipt or your repair ticket number.
How refunds are paid
Approved refunds are paid the same way you paid, for example back to the same M-Pesa number, or in cash if you paid in cash, within 7 working days.
Questions
If you are not sure whether something is covered, ask us before you pay. You can also email info@kichwaconnect.co.ke.