Refunds & Cancellations
At Filao Networks Solutions, we aim to provide exceptional service. However, we understand that circumstances may require a refund or cancellation. This policy outlines the conditions under which refunds are issued to our clients in Kenya.
1. Hardware and Installation Fees
Installation fees, civil works costs, and labor charges are strictly non-refundable once the installation has commenced. If Customer Premises Equipment (CPE) was leased and a deposit was paid, the deposit will be refunded in full within 14 working days upon the return of the equipment in good, working condition.
2. Service Subscription Refunds
Pre-paid subscriptions (e.g., monthly residential packages) are generally non-refundable once the billing cycle has begun. However, if a client experiences an outage exceeding 72 continuous hours that is definitively proven to be a fault on Filao Networks' core infrastructure, a pro-rated refund or account credit may be issued upon request.
3. Double Billing and Errors
If you are erroneously billed twice for the same billing cycle (e.g., accidental double payment via M-PESA paybill), the excess amount will automatically be credited to your account for the subsequent month. Should you prefer a cash refund, you must submit a request with the relevant transaction confirmation messages to billing@filaoadventures.co.ke. Cash refunds for billing errors will be processed within 7 working days.
4. Cancellation Policy
Clients on month-to-month contracts may cancel their service by providing a 30-day written notice. Clients on fixed-term Enterprise contracts (e.g., 1-year or 2-year SLAs) who terminate the agreement prior to the contract end date will be subject to early termination fees as stipulated in their specific SLA.
5. Method of Refund
All approved refunds will be processed using the original method of payment (e.g., M-PESA or Bank Transfer via RTGS/EFT). We do not issue cash refunds from our physical offices.