Terms of service

Terms of Service

Effective Date: 10 July 2026

Welcome to Mwewe Cleaning and Fumigation Services Ltd. These Terms of Service govern your access to and use of our website, online store, quotation channels, ordering platforms, delivery services, product supply services, fumigation services, cleaning services, and related customer support services.

By placing an order, requesting a quotation, booking a service, using our website, or engaging with Mwewe Cleaning and Fumigation Services Ltd through any of our official channels, you agree to be bound by these Terms of Service.

1. About Us

Mwewe Cleaning and Fumigation Services Ltd is a supplier of hygiene, washroom, cleaning, fumigation, and facility-management products and services. We serve homes, offices, schools, hospitals, estates, institutions, commercial buildings, and other facilities that require cleaner, safer, and more hygienic spaces.

Our contact details are:

Mwewe Cleaning and Fumigation Services Ltd
Address: Muhuri Road Off Waiyaki Way
Phone: +254 716 545488 / +254 785 466155
Email: info@mwewe.co.ke

2. Products and Services

Mwewe Cleaning and Fumigation Services Ltd may supply or offer products and services including, but not limited to:

cleaning products and consumables;
washroom and hygiene products;
sanitary bins, liners, refills, dispensers, urinal products, and related hygiene items;
facility supplies and accessories;
fumigation and pest-control services;
cleaning and facility-support services;
recurring supply arrangements for commercial, institutional, and corporate clients.

Product descriptions, images, specifications, sizes, packaging, colours, and availability may vary from time to time. We make reasonable efforts to ensure that product and service information is accurate, but we do not guarantee that all information on the website or other sales channels will always be complete, current, or error-free.

3. Orders and Acceptance

An order may be placed through our website, phone, WhatsApp, email, social media, quotation process, or any other official sales channel used by Mwewe.

All orders are subject to confirmation, product availability, payment confirmation, delivery arrangements, and our internal acceptance. Mwewe reserves the right to reject, cancel, or limit an order where:

the product is unavailable;
pricing or product information was listed incorrectly;
payment has not been received or confirmed;
the order appears fraudulent, abusive, or irregular;
delivery to the requested location is not practical;
the order relates to a customized, bulk-sourced, or special-order product that cannot be fulfilled as requested.

Once an order has been confirmed, the customer is responsible for ensuring that all order details, delivery details, contact details, product quantities, and specifications are correct.

4. Quotations, Pricing, and Payment

Prices may be displayed on our website, shared through quotations, or communicated directly by our team. Prices are subject to change without prior notice unless a written quotation states otherwise.

A quotation is valid only for the period stated on the quotation. Where no validity period is stated, the quotation may be subject to confirmation before payment or order processing.

Payment terms may vary depending on the order type, customer category, service agreement, quotation, invoice, or recurring supply arrangement. Mwewe may require full or partial payment before processing, dispatching, delivering, or performing any service.

The customer is responsible for all applicable taxes, delivery fees, installation charges, service charges, and any other costs stated in the quotation, invoice, checkout page, or agreement.

5. Delivery and Collection

Delivery timelines are estimates and may vary depending on stock availability, customer location, order size, transport arrangements, weather, security conditions, or other operational factors.

The customer must provide accurate delivery details and ensure that someone is available to receive the order. Once goods are delivered, the customer or receiving representative should inspect the items and confirm that the order is correct and in good condition.

Risk in the goods may pass to the customer upon delivery, collection, or handover to the customer’s representative, courier, transporter, security desk, reception desk, facility manager, or any person authorized or reasonably assumed to receive goods on behalf of the customer.

Where delivery fails due to incorrect information, absence of a receiving person, restricted access, or customer-related delay, additional delivery or storage charges may apply.

6. Service Bookings

Where Mwewe provides cleaning, fumigation, or facility-related services, the customer must provide accurate information about the premises, service area, infestation level where applicable, access requirements, site risks, preferred schedule, and any special conditions.

The customer is responsible for ensuring that the site is accessible, safe, and ready for the service team at the agreed time. Mwewe may reschedule, suspend, or decline service where the site is unsafe, inaccessible, materially different from the information provided, or unsuitable for the agreed service.

Service results may vary depending on site condition, level of contamination or infestation, customer compliance with preparation instructions, environmental factors, and post-service maintenance.

7. Customer Responsibilities

The customer agrees to:

provide accurate order, billing, delivery, and contact information;
use products only for their intended purpose;
follow product labels, instructions, safety guidance, and installation guidelines;
store products properly after delivery;
inspect goods upon delivery;
report damaged, defective, or incorrect goods within the required timelines;
ensure that service sites are accessible and safe;
pay all amounts due on time;
avoid misuse, resale misrepresentation, tampering, or unauthorized modification of supplied goods.

Mwewe will not be responsible for damage, loss, injury, contamination, reduced performance, or product failure caused by misuse, mishandling, poor storage, improper installation, unauthorized repairs, negligence, or failure to follow instructions.

8. Hygiene and Safety-Sensitive Products

Many products supplied by Mwewe are hygiene-sensitive and may be used in washrooms, sanitary facilities, healthcare facilities, public spaces, schools, offices, estates, and commercial premises.

For health, hygiene, and safety reasons, opened, used, contaminated, tampered-with, or improperly handled hygiene-related products cannot be returned unless required by law or expressly approved by Mwewe after review.

This includes sanitary bins and liners, dispensers, refills, urinal products, toilet hygiene items, opened consumables, and related washroom products.

9. Returns, Refunds, and Exchanges

Returns are handled in accordance with our Return Policy.

Mwewe may accept returns only where:

the item delivered is incorrect;
the item was damaged at the time of delivery;
the item has a manufacturing defect; or
the item is unused, unopened, and in its original packaging.

To qualify for a return, the customer must notify Mwewe within 48 hours of delivery.

Returned items must be unused, in original packaging, in resalable condition, and accompanied by proof of purchase, receipt, or order confirmation.

Mwewe reserves the right to inspect all returned items before approving a replacement, exchange, store credit, or refund.

Refunds are issued only where the return meets the required conditions and Mwewe confirms that replacement or exchange is not possible or practical. Approved refunds will be processed through the original payment method or another mutually agreed method within a reasonable period after inspection and approval.

Delivery charges are generally non-refundable, unless the return is due to an error by Mwewe, such as supply of the wrong item or confirmation of a defective product.

10. Bulk, Corporate, and Recurring Supply Orders

Bulk purchases, corporate orders, recurring supply arrangements, institutional orders, and facility-client orders may be subject to separate quotation terms, invoice terms, contract terms, service-level agreements, delivery schedules, or account arrangements.

Where specific written terms are agreed for a bulk, corporate, institutional, or recurring supply order, those terms will apply together with these Terms of Service. In the event of conflict, the specific written agreement, quotation, invoice, or contract terms may take priority for that transaction.

Customized, special-order, imported, branded, bulk-sourced, or client-specific products may not be cancellable or returnable once confirmed, sourced, produced, dispatched, or delivered, unless defective or incorrectly supplied by Mwewe.

11. Product Availability and Substitutions

Product availability may change without prior notice. If an ordered product is unavailable, Mwewe may contact the customer to propose a suitable alternative, revised delivery timeline, exchange, store credit, or refund where applicable.

No substitution will be made for a confirmed customer order without reasonable communication with the customer, unless the substitution is minor and does not materially affect the nature, quality, or intended use of the product.

12. Warranties and Product Defects

Where a product is covered by a manufacturer’s warranty, the terms of that warranty will apply. Mwewe may assist the customer in raising a warranty claim where applicable.

Mwewe does not provide additional warranties beyond those expressly stated by the manufacturer, quotation, invoice, agreement, or applicable law.

A defect claim may be rejected where the issue is caused by misuse, poor storage, improper installation, unauthorized modification, negligence, normal wear and tear, or failure to follow product instructions.

13. Limitation of Liability

To the fullest extent permitted by law, Mwewe Cleaning and Fumigation Services Ltd will not be liable for indirect, incidental, special, consequential, or punitive losses, including loss of profits, loss of business, loss of opportunity, operational interruption, reputational loss, or third-party claims arising from the use of our products, services, website, or delivery arrangements.

Our total liability for any approved claim will be limited to the amount paid by the customer for the specific product or service giving rise to the claim, unless otherwise required by law.

Nothing in these Terms limits any rights that cannot be excluded under applicable law.

14. Website Use

The customer agrees to use our website and online channels lawfully and responsibly. You must not:

use the website for fraudulent, harmful, or unlawful purposes;
interfere with website security or functionality;
attempt unauthorized access to our systems;
upload or transmit harmful code, spam, or malicious content;
copy, reproduce, or misuse website content without permission;
provide false, misleading, or incomplete information.

Mwewe may restrict access, cancel orders, or take appropriate action where website misuse, fraud, or abuse is suspected.

15. Intellectual Property

All website content, product descriptions, images, graphics, logos, brand names, designs, text, and other materials displayed by Mwewe are owned by or licensed to Mwewe Cleaning and Fumigation Services Ltd, unless otherwise stated.

You may not copy, reproduce, modify, distribute, publish, sell, or exploit our content without prior written permission.

16. Personal Information and Privacy

When you place an order, request a quotation, book a service, contact us, or use our website, we may collect personal information such as your name, phone number, email address, delivery address, billing details, order details, and communication records.

We use this information to process orders, provide services, arrange delivery, issue invoices, respond to customer queries, improve our services, and comply with legal or business requirements.

Mwewe will handle customer information responsibly and will not sell customer personal information to unauthorized third parties. Customer information may be shared with staff, delivery partners, payment providers, service providers, or professional advisers where necessary to complete an order, provide a service, comply with the law, or protect our legitimate business interests.

17. Third-Party Services and Links

Our website or communication channels may include links to third-party websites, payment providers, delivery providers, social media platforms, or other external services.

Mwewe is not responsible for the content, security, policies, availability, or practices of third-party platforms. Customers should review the terms and privacy policies of any third-party service they use.

18. Force Majeure

Mwewe will not be liable for delay or failure to perform any obligation caused by events beyond our reasonable control, including natural disasters, extreme weather, strikes, transport disruptions, supplier delays, government action, power outages, internet failures, insecurity, epidemics, accidents, or any other event that prevents or delays normal operations.

19. Cancellation

Order cancellation may be allowed only before processing, sourcing, customization, dispatch, or service deployment has started. Once an order has been processed, dispatched, delivered, customized, specially sourced, or scheduled for service, cancellation may not be possible.

For service bookings, cancellation or rescheduling requests should be made within a reasonable period before the scheduled service time. Mwewe may charge reasonable costs where cancellation occurs after resources, staff, transport, chemicals, equipment, or materials have already been allocated.

20. Complaints and Customer Support

Customers may contact Mwewe for order support, complaints, return requests, delivery issues, product clarification, or service concerns using the contact details provided in these Terms.

We aim to handle customer issues fairly and within a reasonable period. Customers should provide order details, proof of purchase, photos where applicable, and a clear description of the issue to help us review and resolve the matter.

21. Governing Law

These Terms of Service are governed by the laws of Kenya. Any dispute arising from these Terms, our products, our services, or use of our website shall first be handled through good-faith discussion between the customer and Mwewe.

Where the dispute cannot be resolved amicably, it may be referred to the appropriate courts, tribunals, regulators, or dispute-resolution mechanisms in Kenya.

22. Changes to These Terms

Mwewe Cleaning and Fumigation Services Ltd reserves the right to amend, revise, or update these Terms of Service at any time. Updated terms will apply from the date they are published on our website or communicated through our official channels.

Customers are encouraged to review these Terms periodically. Continued use of our website, products, services, or ordering channels after updates are published means that you accept the revised Terms.

23. Contact Information

For questions about these Terms of Service, product orders, service bookings, returns, refunds, or customer support, please contact: