Terms and Conditions

Exoin provides professional cleaning, facilities management, fumigation, and related services ("Services") in Kenya and East Africa.

1.1 Service Scope:

• Commercial cleaning (offices, retail, banking, education)
• Industrial cleaning (warehouses, data centers, manufacturing)
• Residential cleaning (homes, apartments, condos)
• Fumigation and pest control (PCPB certified)
• Facilities management and integrated services
• Specialized cleaning (solar panels, water tanks, biohazard)

1.2 Service Availability: Services are subject to availability in your area. We reserve the right to refuse service for any reason.

1.3 Service Standards: All services comply with ISO 9001:2015 quality standards and relevant Kenyan regulations.

2.1 Booking Confirmation: A booking is confirmed only upon receipt of confirmation email or SMS from Exoin.

2.2 Cancellation Policy:

• 24+ hours notice: Full refund or free rescheduling
• 12-24 hours notice: 50% cancellation fee
• Less than 12 hours: 100% cancellation fee
• No-show: Full charge applies

2.3 Rescheduling: You may reschedule appointments with at least 24 hours notice at no charge. Late rescheduling may incur fees.

2.4 Access Requirements: You must provide access to the premises at the scheduled time. Failure to provide access may result in cancellation charges.

3.1 Pricing: All prices are quoted in Kenyan Shillings (KES) and are subject to change. Final pricing is confirmed at time of booking.

3.2 Payment Methods:

• M-Pesa (preferred)
• Bank transfer
• Credit/debit cards
• Corporate invoicing (approved accounts only)

3.3 Payment Terms:

• One-time services: Payment due before or upon service completion
• Recurring contracts: Monthly invoices due within 14 days
• Corporate accounts: Net 30 payment terms (subject to credit approval)

3.4 Late Payment: A 5% late fee per month applies to overdue invoices. Services may be suspended for accounts 30+ days overdue.

3.5 Taxes: All prices exclude applicable VAT (16%). VAT will be added to final invoice.

4.1 Preparation: You must:

• Remove valuables and fragile items from work areas
• Secure pets during service delivery
• Provide safe access to all areas requiring service
• Disclose any hazardous materials or conditions
• Ensure utilities (water, electricity) are available

4.2 Safety: You must inform us of any:

• Health and safety hazards
• Allergies or sensitivities
• Restricted or sensitive areas
• Special access requirements

4.3 Accuracy: Information provided must be accurate. Inaccurate information may result in additional charges or service cancellation.

5.1 Insurance Coverage: Exoin maintains comprehensive liability insurance covering property damage and personal injury during service delivery.

5.2 Damage Claims:

• Report damages within 24 hours of service completion
• Provide photographic evidence and detailed description
• Claims must be submitted in writing to [email protected]
• We will investigate and respond within 7 business days

5.3 Liability Limits:

• Maximum liability: KES 1,000,000 per incident (or actual damage, whichever is lower)
• Not liable for pre-existing damage or normal wear and tear
• Not liable for items not disclosed or improperly secured
• Not liable for indirect or consequential damages

5.4 Customer Property: You are responsible for securing valuables. We are not liable for loss of cash, jewelry, documents, or other valuables.

You may not:

• Harass, abuse, or threaten Exoin staff
• Request staff to perform unsafe or illegal tasks
• Provide false information or impersonate others
• Interfere with service delivery
• Attempt to recruit or hire Exoin staff directly
• Use services for illegal purposes
• Reverse engineer or copy our processes

Violation may result in immediate service termination and legal action.