Terms of Service

Welcome to RapidFix Kenya. These Terms of Service ("Terms") govern your use of our website and the appliance repair services we provide across Nairobi and Kenya. By booking a service or using our platform, you agree to these Terms.

1. Acceptance of Terms

By accessing our website, submitting a service request, or engaging RapidFix Kenya for any repair, diagnostic, or maintenance service, you acknowledge that you have read, understood, and agree to be bound by these Terms. These Terms apply to all customers, visitors, and users of our services, whether accessed via desktop, mobile device, or through any other medium.

We reserve the right to modify these Terms at any time. Material changes will be communicated via our website or direct notification. Continued use of our services after any modifications constitutes acceptance of the updated Terms.

2. Our Services

RapidFix Kenya provides professional appliance repair, maintenance, and diagnostic services for a wide range of household and commercial appliances, including but not limited to:

• Televisions and home theatre systems
• Refrigerators and freezers
• Washing machines and dryers
• Microwave ovens and cooking appliances
• Air conditioners and cooling systems
• Dishwashers and other kitchen appliances
• Small electronics and audio equipment

Our services include on-site diagnosis, repair, parts replacement, preventive maintenance, and consultation. We reserve the right to refuse service in cases where appliances are beyond economical repair, pose safety hazards, or fall outside our technical capacity.

3. Booking and Scheduling

3.1 Service Requests

You may request service through our website contact forms, telephone, WhatsApp, or email. All bookings are subject to confirmation by our scheduling team. A booking is not confirmed until you receive explicit confirmation from RapidFix Kenya via phone call, SMS, or email.

3.2 Appointment Times

We provide estimated appointment windows based on availability. While we strive to adhere to scheduled times, service windows may vary due to traffic, emergency calls, or parts availability. We will communicate any significant delays as promptly as possible.

3.3 Technician Assignment

RapidFix Kenya assigns certified technicians based on the appliance type, complexity, and geographic location. You may request a specific technician subject to availability, though we cannot guarantee technician assignments.

4. Pricing and Payment

4.1 Diagnostic Fees

Most service calls include a diagnostic or assessment fee. This fee is waived if you proceed with the recommended repair. Diagnostic fees vary by appliance type and location and will be communicated before the technician visit.

4.2 Repair Estimates

After diagnosis, our technician will provide a written or verbal estimate for the repair. We recommend obtaining authorization before work begins. Estimates include labor, parts, and any applicable taxes. Final charges may vary if additional issues are discovered during repair.

4.3 Payment Methods

We accept cash, mobile money (M-Pesa), bank transfers, and major credit/debit cards. Payment is due upon completion of service unless alternative arrangements have been agreed in advance. Invoices are issued electronically or physically at the time of service.

4.4 Price Changes

We reserve the right to update our pricing at any time. Price changes do not affect confirmed bookings unless additional parts or labor are required beyond the original scope of work.

5. Cancellation and Rescheduling

We understand that plans change. Our cancellation policy is designed to be fair to both customers and our technicians:

• More than 24 hours notice: No cancellation fee
• 12–24 hours notice: 50% of the diagnostic fee may apply
• Less than 12 hours notice or no-show: Full diagnostic fee may be charged
• Technician-initiated cancellation: No charge to customer; priority rescheduling offered

Cancellations and rescheduling requests should be made via phone or WhatsApp for fastest processing. Email cancellations are accepted but may not be processed in time to avoid fees if received less than 12 hours before the appointment.

6. Parts and Warranties

6.1 Genuine and Compatible Parts

RapidFix Kenya uses genuine original equipment manufacturer (OEM) parts whenever available and economically feasible. When OEM parts are unavailable, we use high-quality compatible parts that meet or exceed manufacturer specifications. All parts used are disclosed to the customer before installation.

6.2 Warranty on Repairs

We stand behind our workmanship with a standard 30-day warranty on all repairs, effective from the date of service completion. This warranty covers the specific repair performed and is non-transferable. It does not cover new damage, unrelated issues, or damage caused by external factors such as power surges, physical impact, or improper use.

6.3 Manufacturer Warranties

Any existing manufacturer warranty on your appliance remains the responsibility of the manufacturer. RapidFix Kenya is not liable for manufacturer defects or warranty claims on appliances we did not sell or install.

7. Customer Responsibilities

To ensure a smooth and safe service experience, customers are expected to:

• Provide clear access to the appliance and surrounding area
• Disclose all known faults, recent incidents, or unusual behaviors
• Ensure the appliance is disconnected from power only when safe to do so
• Inform the technician of any pets or security protocols on the premises
• Be present or provide authorized adult supervision during the service visit
• Remove perishable items from refrigerators and freezers before defrosting or repair

8. Limitation of Liability

RapidFix Kenya provides professional repair services with reasonable care and skill. However, our liability is limited as follows:

• We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of data, profits, or business interruption.
• Our total liability under any claim arising from a single service event shall not exceed the total amount paid for that specific service.
• We are not responsible for damage to appliances resulting from pre-existing conditions, unauthorized repairs by third parties, power surges, or natural disasters.
• We are not liable for food spoilage, property damage, or personal injury resulting from appliance failure beyond the specific repair performed.

9. Safety and Hazardous Conditions

Technicians are trained to identify unsafe electrical, gas, or structural conditions. If a technician identifies a hazard that exceeds the scope of appliance repair, they may refuse to proceed with the repair and will advise the customer to engage a qualified specialist. Customers are responsible for ensuring their premises are safe for our technicians to enter and work within.

10. Intellectual Property

All content on the RapidFix Kenya website, including text, graphics, logos, icons, images, audio clips, and software, is the property of RapidFix Kenya or its licensors and is protected by Kenyan and international copyright, trademark, and intellectual property laws. Unauthorized reproduction, distribution, or modification of any content is strictly prohibited.

11. Privacy and Data Protection

Your privacy is important to us. The collection, use, and protection of your personal information are governed by our Privacy Policy. By using our services, you consent to the data practices described therein, including the collection of contact information, service history, and location data necessary for service delivery.

12. Dispute Resolution

We are committed to resolving any disputes fairly and efficiently. In the event of a disagreement regarding service quality, charges, or outcomes:

1. Contact our customer support team within 48 hours of the service visit
2. We will conduct an internal review within 5 business days
3. If the issue remains unresolved, you may escalate to our management team
4. For formal disputes, both parties agree to attempt mediation before pursuing litigation

13. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Republic of Kenya, including the Constitution of Kenya (2010), the Kenya Information and Communications Act, the Consumer Protection Act, and any applicable subsidiary legislation. Any disputes arising from these Terms or the use of our services shall be subject to the exclusive jurisdiction of the courts of Kenya.

14. Service Area and Availability

RapidFix Kenya primarily serves Nairobi and its metropolitan areas, with select services available in surrounding counties including Kiambu, Kajiado, and Machakos. Service availability in remote areas may be subject to additional travel fees and scheduling limitations. We reserve the right to decline service in areas where safe or reliable access cannot be guaranteed.

15. Third-Party Services and Products

Our website may contain links to third-party websites or services. We are not responsible for the availability, accuracy, or practices of external sites. Any transactions with third-party providers are solely between you and the third party. We do not warrant or endorse any third-party products or services advertised on our platform.

16. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced with a valid provision that most closely matches the intent of the original.

17. Entire Agreement

These Terms, together with our Privacy Policy and any specific service agreements signed at the time of booking, constitute the entire agreement between you and RapidFix Kenya regarding the use of our services and supersede any prior agreements, understandings, or representations.

18. Contact Us

If you have questions, concerns, or feedback regarding these Terms of Service, please contact our team:

Our customer service team is available Monday through Saturday, 8:00 AM to 6:00 PM (EAT). We typically respond to inquiries within 24 hours.