Terms of Service

1. Acceptance of Terms

By accessing and using Mama Fua's cleaning services, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service.

2. Service Description

Mama Fua provides professional on-premises cleaning services including:

• Regular House Cleaning: Standard cleaning services for residential properties
• Deep Cleaning: Comprehensive cleaning including detailed work
• Move In/Out Cleaning: Specialized cleaning for property transitions
• Office Cleaning: Commercial cleaning services for businesses

All services are performed at the customer's location by trained and insured professionals.

3. Booking and Scheduling

Service Booking

• Services must be booked at least 24 hours in advance
• Bookings are confirmed upon payment processing
• We reserve the right to decline service requests at our discretion

Scheduling Changes

• Customers may reschedule services up to 12 hours before the scheduled time
• Emergency rescheduling may be accommodated subject to availability
• Mama Fua may reschedule due to weather, emergencies, or staff availability

Cancellation Policy

• Cancellations made 24+ hours before service: Full refund
• Cancellations made 12-24 hours before service: 50% refund
• Cancellations made less than 12 hours before service: No refund
• No-shows or denied access: No refund

4. Pricing and Payment

Service Pricing

• All prices are listed in Kenyan Shillings (KES)
• Prices may vary based on property size, condition, and specific requirements
• Additional services may incur extra charges
• Prices are subject to change with 30 days notice

Payment Terms

• Payment is required at the time of booking
• We accept payments through Pesapal (M-Pesa, cards, bank transfers)
• All payments are processed securely through encrypted systems
• Receipts are provided electronically

Refunds

• Refunds are processed according to our cancellation policy
• Service quality issues will be addressed with re-cleaning or partial refunds
• Refunds are processed within 5-7 business days

5. Customer Responsibilities

Access and Preparation

• Provide safe and legal access to the property
• Ensure someone 18+ is present during service or provide access instructions
• Secure or remove valuable, fragile, or personal items
• Provide accurate property information and special instructions

Property Condition

• Ensure the property is safe for our staff to work
• Report any hazards, damages, or special conditions
• Provide working utilities (water, electricity) as needed
• Clear pathways and work areas of personal belongings

Communication

• Provide accurate contact information
• Respond to confirmation calls and messages
• Report any issues or concerns promptly

6. Service Standards and Quality

Quality Commitment

• All services are performed by trained and insured professionals
• We use professional-grade cleaning supplies and equipment
• Services are completed according to our detailed checklists
• Customer satisfaction is our priority

Quality Assurance

• If unsatisfied, contact us within 24 hours of service completion
• We will return to address any missed areas at no charge
• Persistent quality issues may result in service credits or refunds

7. Liability and Insurance

Insurance Coverage

• Mama Fua carries comprehensive liability insurance
• All staff are covered under our insurance policy
• Property damage caused by our negligence is covered

Limitation of Liability

• Our liability is limited to the cost of the service provided
• We are not liable for pre-existing damage or wear
• Customers must report damage within 24 hours of service
• We are not responsible for items not properly secured by the customer

Exclusions

• Damage to antiques, collectibles, or items over KES 50,000
• Damage caused by pre-existing conditions or normal wear
• Loss or damage to cash, jewelry, or other valuables
• Damage caused by customer negligence or failure to follow instructions

8. Privacy and Confidentiality

We respect your privacy and maintain strict confidentiality regarding:

• Personal information and contact details
• Property access codes and security information
• Observations made during service provision
• Customer preferences and special requests

For complete details, please review our Privacy Policy.

9. Prohibited Uses

You may not use our services for:

• Illegal activities or purposes
• Cleaning of hazardous materials without prior arrangement
• Properties with safety hazards or structural issues
• Harassment or inappropriate behavior toward our staff
• Providing false information or fraudulent bookings

10. Intellectual Property

All content on our website, including text, graphics, logos, and software, is the property of Mama Fua and protected by copyright and trademark laws. You may not:

• Copy, reproduce, or distribute our content without permission
• Use our trademarks or branding without authorization
• Reverse engineer or attempt to extract source code
• Create derivative works based on our content

11. Dispute Resolution

Initial Resolution

We encourage customers to contact us directly to resolve any disputes or concerns. Most issues can be resolved through direct communication.

Formal Disputes

If direct resolution is not possible, disputes will be handled according to Kenyan law and may be subject to mediation or arbitration as appropriate.

Governing Law

These terms are governed by the laws of Kenya, and any disputes will be resolved in the courts of Kenya.

12. Modifications to Terms

Mama Fua reserves the right to modify these terms at any time. Changes will be effective when posted on our website. Continued use of our services after changes constitutes acceptance of the new terms.

Significant changes will be communicated through:

• Email notification to registered customers
• Prominent website notices
• In-app notifications where applicable

13. Termination

Either party may terminate the service relationship at any time. Mama Fua reserves the right to refuse service or terminate customer accounts for:

• Violation of these terms
• Inappropriate behavior toward staff
• Fraudulent or illegal activities
• Repeated cancellations or no-shows
• Safety concerns or property hazards

14. Contact Information

For questions about these Terms of Service, please contact us: