Legal
Cancellation, Rescheduling & Refund Policy
Plans change. This page explains how to move or cancel your booking, what happens to your deposit, when waiting time may be charged, and how refunds are paid. It applies unless your quote says otherwise.
- You can reschedule once for free with at least 72 hours' notice, subject to availability.
- Cancel 7 or more days before your job date and we refund your full deposit.
- Cancel 3 to 6 days before and we refund half of your deposit.
- Cancel with less than 72 hours' notice, or if we cannot get access on the day, the deposit is not refunded.
- If we cancel, you choose a full refund or a free new date. Refunds are paid within 7 working days.
1. How this policy works
Your booking is confirmed when we receive a 30% deposit, as explained in our Terms & Conditions. The deposit reserves a truck, crew or team for your date, which we then turn other customers away from. This policy sets out what happens to that deposit if plans change.
The rules below apply unless your quote says otherwise. They do not affect your rights under the Consumer Protection Act, 2012 or other Kenyan law.
2. How to cancel or reschedule
Tell us in writing by WhatsApp on +254 735 442 948 or by email to hello@migrantmovers.co.ke. Please include your name and job date. Notice periods are counted from the time we receive your message to the start of your booked time window.
A phone call is welcome, but please follow it up in writing so we both have a record.
3. Rescheduling
- First change, 72 hours' notice or more: free of charge, subject to availability. Your deposit moves to the new date.
- Further changes, or less than 72 hours' notice: treated as a cancellation under section 4, unless we agree otherwise in writing.
If the new date changes the work involved, or prices on the new date differ, we may need to update your quote. We will tell you before confirming.
4. Cancelling a booking
| When you cancel | What happens to your deposit |
|---|---|
| 7 days or more before the job date | Full deposit refunded |
| 3 to 6 days before the job date | 50% of the deposit refunded |
| Less than 72 hours before the job date | Deposit not refunded |
| No access on the day, or nobody present to let us in | Deposit not refunded |
Only the deposit is affected. You will not be asked to pay the balance for a job that did not go ahead, unless your quote says otherwise.
5. If we cancel or cannot attend
If we have to cancel your booking, or cannot attend on the agreed date, you can choose either:
- a full refund of everything you have paid for that job; or
- a free reschedule to another available date.
If the delay is caused by events outside our control, such as severe weather, road closures or border delays, we will work with you to find the earliest possible new date. See section 11 of our Terms & Conditions.
6. Waiting time and access on the day
Your quote is based on the crew being able to start within the agreed time window. If the crew is kept waiting beyond that window for reasons on your side, such as:
- keys not being available;
- lifts not booked or not working because they were not reserved;
- building, estate or landlord permission not arranged; or
- items not ready, or appliances not disconnected,
we may charge for the extra waiting time at the rate shown on your quote. We will tell you before the charge starts. If we cannot get access at all, the booking is treated as a cancellation with less than 72 hours' notice.
7. Cleaning re-clean guarantee
If you are not happy with any area we cleaned, tell us within 24 hours of the job finishing. Send photos if you can. We will come back and re-clean those specific areas free of charge.
The guarantee covers the areas and work on your quote. It does not cover stains or damage that cleaning cannot remove, which we will point out where possible, or areas that have been used or soiled again after we finished.
8. Maintenance plans and storage
8.1 Landscaping maintenance plans
Monthly maintenance plans include 4 visits a month and are billed monthly in advance. You can cancel by giving notice before your next monthly billing date; the plan then ends at the close of the month already paid for. If we miss a visit for reasons on our side, we will make it up during the month or credit it on your next bill.
8.2 Storage
Storage fees and notice periods are covered in section 12 of our Terms & Conditions.
9. How refunds are paid
- We pay refunds by M-Pesa or bank transfer, normally to the same number or account you paid from.
- Refunds are paid within 7 working days of the cancellation being confirmed.
- We will send you a confirmation with the amount and reference.
Claims for damage or loss during a move are handled separately under our Damage, Loss & Claims Policy.
10. Contact us
Migrant Movers, Nairobi, Kenya. Monday to Sunday, 7:00am to 7:00pm.
- WhatsApp: +254 735 442 948
- Phone: +254 20 830 3328
- Email: hello@migrantmovers.co.ke
Need a new date? Start a booking.