Raha Express provides the following services:

• Carpet Washing & Cleaning: Professional deep cleaning of carpets and rugs
• Laundry Services: Washing, drying, and folding of clothing and linens
• 24-Hour Turnaround: Standard service completed within 24 hours
• Pickup & Delivery: Convenient collection and return of items

Service Areas: We primarily operate in Nairobi, with expansion to Mombasa and Kisumu. Our main location is in Langata, opposite Uhuru Gardens.

No Minimum Order: We accept orders of any size - no minimum requirements.

Payment Flexibility: You may choose to pay either before or after service completion.

Accepted Payment Methods:

• M-Pesa mobile money
• Credit/Debit cards
• Cash on delivery

Delivery Fees: Deliveries outside Nairobi are charged at KES 50 per kilometer from our Langata location.

Pricing: Our pricing is based on carpet size (per square meter) or item type. Final quotes will be provided after inspection of items.

Price Changes: We reserve the right to adjust prices, but will notify you of any changes before confirming your order.

Storage Fees: Items not collected within 2 weeks will incur a storage fee of KES 500 per month.

Maximum Storage Period: We will store uncollected items for a maximum of 3 months from completion date.

Disposal After 3 Months: Items not collected after 3 months will be donated to charity. We will make reasonable attempts to contact you before donation.

Notification: You will receive notification via SMS before storage fees begin and before items are donated.

How to Request Re-Cleaning:

• Contact us within 2 days of receiving your items
• Call or WhatsApp: 0114440444
• Describe the issue with specific areas/stains
• We will schedule a free re-cleaning at no additional charge

Limitations: Some stains may be permanent due to the nature of the stain or fabric. We will inform you upfront if complete removal is not guaranteed.

We take utmost care with your items. However, if damage occurs during our service, we provide fair compensation.

Reporting Damage:

• Report any damage within 2 days of delivery
• Provide photos of the damaged item
• Contact us at 0114440444

Claims Process:

• We will investigate your claim within 5 business days
• Compensation amount will be discussed and agreed upon based on the extent of damage and item value
• Fair compensation will be provided for verified damages caused by our service

Exclusions: We are not liable for:

• Pre-existing damage or wear and tear disclosed before service
• Damage caused by defects in the item itself
• Normal fading or color changes in old fabrics
• Items not collected within the maximum storage period

Customer Cancellations:

• Cancel anytime before we pick up your items
• No cancellation fees or penalties
• Contact us at 0114440444

Rescheduling: You can reschedule pickup or delivery at no charge. We'll work with your schedule.

Our Right to Cancel: We reserve the right to cancel service if:

• Items are heavily contaminated or pose health risks
• Items require specialized treatment beyond our capabilities
• You are unavailable for scheduled pickup/delivery after multiple attempts

Alternatives to Refunds:

• Free Re-Cleaning: Available within 2 days if you're unsatisfied
• Compensation: Provided for items damaged during our service
• Service Credits: May be offered in exceptional circumstances for future services

This no-refund policy applies to all completed services. If you have concerns about our service, please contact us immediately to discuss alternative solutions.

As a customer, you agree to:

• Accurate Description: Provide accurate information about items, stains, and special care requirements
• Availability: Be available or designate someone for scheduled pickup and delivery
• Payment: Pay for services as agreed (before or after completion)
• Timely Collection: Collect items within 2 weeks to avoid storage fees
• Disclosure: Inform us of any pre-existing damage or special concerns
• Valuable Items: Remove any valuable or personal items from pockets, carpets, etc. before service

While we take every precaution to protect your items:

We Are Not Liable For:

• Pre-existing damage, wear, or defects in items
• Permanent stains that cannot be removed despite proper treatment
• Natural color fading in old or delicate fabrics
• Items left in storage beyond 3 months (donated items)
• Delays due to force majeure (natural disasters, riots, government actions, etc.)
• Lost or stolen items from unsecured pickup/delivery locations

Maximum Liability: Our total liability for any claim shall not exceed the service fee paid for that specific order, except in cases of proven gross negligence.

Insurance: We maintain appropriate business insurance. Compensation for damaged items will be determined on a case-by-case basis.

How to File a Complaint:

• Contact us within 2 days of service completion or issue discovery
• Call or WhatsApp: 0114440444
• Provide detailed description and photos if applicable

Resolution Process:

• We will acknowledge your complaint within 24 hours
• Investigation and resolution within 5 business days
• You will be informed of the outcome and proposed solution

Escalation: If you are unsatisfied with our resolution, you may escalate to our management team for final review.

Governing Law: These terms are governed by the laws of Kenya. Any disputes will be subject to the exclusive jurisdiction of the courts in Nairobi, Kenya.

We may update these Terms of Service from time to time. When we do:

• We will update the "Last Updated" date at the top of this page
• Significant changes will be communicated via SMS to our customers
• Continued use of our services after changes constitutes acceptance of the new terms