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Refund Policy

At Nurture Kikwetu, we are committed to fairness, transparency, and respect in all our services and transactions. This Refund Policy explains the circumstances under which refunds may be issued for services or products purchased through our website or directly from us.

1. Scope of This Policy

This policy applies to:

  • Home-based care services

  • Community care services

  • Products or care supplies purchased from Nurture Kikwetu

  • Online and offline bookings

2. Service Refunds

a) Cancellations by the Client

  • Clients may request a cancellation within the time frame communicated during booking.

  • Where adequate notice is given, a full or partial refund may be issued, depending on the nature of the service.

  • Late cancellations may not be eligible for a refund due to staffing and preparation costs already incurred.

b) Missed Appointments

  • If a caregiver arrives as scheduled and the service cannot be delivered due to client unavailability, the service may be considered completed and non-refundable.

c) Cancellations by Nurture Kikwetu

  • If we are unable to deliver a confirmed service due to operational or unforeseen circumstances, clients will be offered:

    • A full refund, or

    • A rescheduled service, based on client preference.

3. Product Refunds

a) Eligible Products

  • Products must be returned unused, unopened, and in original packaging.

  • Requests must be made within the return period communicated at purchase.

b) Non-Refundable Products

For hygiene and safety reasons, the following items may not be eligible for return or refund once opened:

  • Personal care items

  • Medical or hygiene supplies

  • Consumable healthcare products

c) Damaged or Incorrect Items

  • If a product is delivered damaged or incorrect, please notify us within a reasonable time.

  • We may offer a replacement, refund, or store credit after verification.

4. Community Care & Bila Mipaka Initiative

Services offered under the Bila Mipaka Community Care Initiative are community-based and are provided:

  • At no cost

  • Through donations, volunteers, or sponsorship

As such, refunds may not apply to services offered under this initiative.

5. Processing Refunds

  • Approved refunds are processed using the original payment method where possible.

  • Processing times may vary depending on payment provider or bank timelines.

  • We will communicate clearly regarding refund status and timelines.

6. Exceptions & Discretion

Nurture Kikwetu reserves the right to:

  • Assess refund requests on a case-by-case basis

  • Decline refunds where policy conditions are not met

  • Make exceptions in compassionate or exceptional circumstances

7. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated effective date.

8. Contact Us

If you have questions about this Refund Policy or wish to request a refund, please contact us: 0118099262.

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