Privacy, terms and refunds

Policy 1 of 3

Privacy policy

Effective 1 October 2024 · Updated 4 November 2026 · Applies to Valet2Door's website, SMS, phone and in-person services

Who we are

Valet2Door is operated by Valet2Door Services Limited, company number PVT-RXUMLXRD, whose registered office is at Riverbank Apartments at Two Rivers, Limuru Road, Westlands, Nairobi (P.O. Box 3083-00601, Gigiri), Kenya ("Valet2Door", "we", "us"). We are the data controller for the personal data described here under the Data Protection Act, 2019. Our registration number with the Office of the Data Protection Commissioner (ODPC) is [ODPC certificate number].

For any privacy question or request, contact our data protection lead at valet2door@outlook.com or 0723 604 322 (call or WhatsApp).

What we collect

The door number you type on our website's door hanger is saved only in your own browser. It is not sent to us unless you also enter it when you subscribe.

We do not knowingly collect data from anyone under 18. Subscriptions and bookings must be made by an adult.

Why we use it, and on what legal basis

• To provide the service you signed up for (performance of a contract): scheduling only the windows we can staff, assigning your pro, nightly routes, delivering bins, and showing you who's coming, how far away they are and photos of the finished job.
• To take payment and keep accounts (contract and legal obligation): charging, renewals, receipts, refunds, tax records.
• To message you about your service (contract): confirmations, renewal prompts, reminders the evening before a clean, and notices if a pickup is missed.
• To keep the service safe and improve it (legitimate interests): preventing fraud, handling complaints and redos, checking our pros arrive on time, planning routes, understanding which areas to serve next.
• To send offers and news (consent only): we will only send marketing if you opt in, and you can opt out at any time by replying STOP or contacting us.

Who we share it with

• Our valets, cleaners, riders and nannies see your first name, phone, building, floor, door number and any access notes, only for the jobs they are assigned. You see their first name, photo and rating.
• Background-check provider: before a nanny starts, an independent screening provider checks their identity, health, litigation, credit and fraud records, with their written consent. Customers' data is never sent to them.
• Service partners, such as laundry, dry-cleaning and carpet-cleaning partners, receive only what they need to do your job, usually just your booking code and the items, which travel in labelled Smart Bags. They must keep it confidential and use it only for that job.
• Gift card recipients receive your first name and your message with the gift code.
• Your building's caretaker or security desk receives your name and house number so our staff can be let in.
• Safaricom processes M-Pesa payments to our Paybill (the PIN prompt, or paying the Paybill by hand) and M-Pesa refunds. We receive the payment's amount, M-Pesa code and the payer's name as M-Pesa shows it, never your PIN.
• Paystack processes card payments. Card details are entered on Paystack's page and never reach our servers.
• Africa's Talking sends our SMS messages.
• Our hosting provider, Render Services, Inc. (United States), runs our website and stores our database on its servers outside Kenya.
• Authorities, such as the Kenya Revenue Authority, the ODPC or the police, when the law requires it.

We do not sell or rent your personal data to anyone.

Transfers outside Kenya

Some of our providers store or process data outside Kenya. When that happens we only use providers that give appropriate safeguards for personal data, as required by sections 48 to 50 of the Data Protection Act, 2019, and we can tell you which safeguards apply on request.

How long we keep it

• Account and service records: while you are a customer, and for 24 months after you leave, so we can handle questions and complaints.
• Payment and invoicing records: at least five years, as Kenyan tax law requires.
• Server logs: 90 days.
• Your door pin: kept with the booking and used only for directions and the ETA for that booking.
• We don't collect our workers' GPS location. If we ever switch on live location sharing, we will update this policy first, collect it only between "I'm on my way" and "I've arrived", and delete it after 30 days.
• Before-and-after and doorstep photos: 12 months, then deleted.
• Cleaner applications: 6 months if we don't take you on; for as long as you work with us and 24 months after, if we do. ID photos, passport photos, certificates and references are used only to decide on your application and to keep customers safe. They're stored privately and only staff who handle applications can open them.
• Gift card records: until the card has expired or been used up, plus the period tax law requires for payment records.

After that, we delete the data or make it anonymous.

How we protect it

Data is encrypted in transit (HTTPS) between your browser and us. Tracking pages and worker pages use long, secret links, are hidden from search engines, and show only what that customer or worker needs. Our admin system is password-protected and only staff who need it have access. Field staff see only the route and booking details for their own shifts. If a data breach puts you at risk, we will tell you and the ODPC as the law requires.

Your rights

Under the Data Protection Act, 2019, you have the right to:

• be told how your data is used (this policy);
• see the data we hold about you;
• have wrong or incomplete data corrected;
• have data deleted, where we no longer need to keep it;
• object to our use of your data, including for marketing;
• receive your data in a commonly used format or have it sent to another provider.

Contact us at valet2door@outlook.com to use any of these rights. We will reply within 14 days and will never charge you for a reasonable request. If you're not happy with our answer, you can complain to the Office of the Data Protection Commissioner at odpc.go.ke.

Changes

If we change this policy in a way that affects you, we will tell you by SMS or email before the change takes effect.

Policy 2 of 3

Terms of service

Effective 1 October 2024 · Updated 4 November 2026

1. Agreement

These terms are an agreement between you and Valet2Door Services Limited (company number PVT-RXUMLXRD), trading as Valet2Door. By subscribing, booking or paying, you accept them, together with our privacy policy and our refund and cancellation policy. You must be 18 or older. Nothing in these terms takes away rights you have under the Consumer Protection Act, 2012 or other Kenyan law.

2. Where we work

We serve homes in Kilimani, Kileleshwa, Lavington, Adams Arcade, Karen, Langata, Woodley, Riverside, Westlands, Parklands, Upper Hill, Gigiri and Muthaiga, Nairobi. If your building is outside our routes, we will tell you before taking payment or refund you in full.

3. Doorstep collection

• When: Monday to Saturday, except where we give at least 48 hours' notice of a holiday change. Doorstep Lite collects on Monday, Wednesday and Friday nights only, and doesn't include bins or bin washes. Put your bags outside your door between 7:00 and 8:00 PM. Collection starts at 9:00 PM.
• How: Bags must be tied and placed in or beside the bins we provide (on Doorstep Lite, outside your door): the purple bin for general waste and the green bin for recyclables. Each bag must weigh 15 kg or less.
• Late bags: Bags put out after 8:00 PM may wait until the next collection night.
• Recyclables: Clean plastics, paper, cardboard, glass and metal cans go in the green bin. We send them to licensed recyclers.
• Building access: You are responsible for making sure your building allows our collectors to reach your door. We help by registering our staff with your caretaker or security.

4. Items we don't collect

For safety and legal reasons we can't take: broken glass and mirrors; chemicals, paint, oils and batteries; medical waste and needles; electronic waste; building rubble; garden waste over one bag; furniture or other bulky items; animal carcasses; and anything hot, burning or leaking. If you need these removed, ask us and we'll point you to a licensed handler. We may leave behind any bag that contains them.

Cartons and boxes must be broken down flat and placed beside the recyclables bin. We may leave whole boxes behind.

5. Bins

The two bins are lent to you free for as long as you subscribe. They remain Valet2Door's property and must stay at your apartment. We replace bins that wear out or break in normal use at no cost.

• Moving out: leave both bins at the apartment, even if your plan continues at a new address. We collect them, or move them to your new home, within seven days.
• Bin replacement fee: if the bins are taken away when you move, lost, or deliberately damaged, we charge a flat fee of KES 3,000 for both bins.
• How the fee is collected: by subscribing, you authorise Valet2Door to charge this fee to the card saved for your plan or, if you pay by M-Pesa, to send an M-Pesa prompt from Valet2Door to your registered number. We will tell you by SMS before charging. This applies even after your plan has ended, if the bins were not left behind.

6. Cleaning

• You can book for right now (when a pro is free to come), for later today in any window that hasn't started yet, or for any day in the next 60 days, Sundays included. Laundry can be booked the same day until 6:00 PM. A monthly nanny and event crews need a day's notice. Trash Valet collections run Monday to Saturday.
• We only offer and confirm windows that a verified pro with the right skills can reach, allowing for their other jobs and travel time. While you pay, we hold the window for 20 minutes. In the rare case a payment arrives after the window has filled, we call you within the hour to move it or refund you in full; we never double-book.
• Cleans happen any day between 7:00 AM and 8:00 PM, in the window you book. A Quick Clean is one cleaner for 2 hours (kitchen, bathroom, floors and surfaces), at the same price for any size of home; it can't have extra cleaners or extras added. With one cleaner, a standard clean takes about 3 hours, a deep clean about 6 hours, and a move-in or move-out clean about 4 hours.
• More cleaners: you can book up to 3 cleaners. They finish the same job sooner (for example, 2 cleaners do a standard clean in about 1½ hours), and each extra cleaner adds the amount shown when you book (KES 500 for standard cleans and Airbnb turnovers, KES 600 for move-in and move-out cleans, KES 800 for deep cleans).
• Deep cleans cost KES 4,500 for a studio, KES 5,500 for 1 or 2 bedrooms and KES 8,000 for 3 bedrooms or more.
• Move-in and move-out cleans are for empty or nearly empty apartments. They cost KES 2,500 for a studio, KES 3,000 for 1 or 2 bedrooms, KES 4,500 for 3 bedrooms and KES 6,000 for 4 bedrooms or more. They aren't part of the monthly cleans included in Home Care or Full Valet.
• An Airbnb turnover resets an apartment between guests. You provide clean linen and towels; we change beds, lay out towels, empty bins and send you a photo report.
• We bring eco-friendly products and all the equipment. If you choose to use your own, we take about 5% off the clean (at least KES 100); please have a mop, bucket, cloths, a vacuum or broom and your usual products ready. Tell us in advance about delicate surfaces, valuables or pets.
• Someone needs to let our cleaner in, or you must arrange access with your caretaker. If our cleaner can't get in within 30 minutes of the start of the window, we treat it as a late cancellation and the KES 300 fee applies (see the refund policy).
• Home Care includes one standard clean per calendar month and Full Valet includes two. Unused included cleans don't roll over to the next month.
• Weekly and monthly cleans: you choose the days (up to 3 a week for weekly cleans), the time, how many hours each visit (2 to 8) and how many cleaners (1 or 2). They cost KES 1,000 per cleaner-hour, less 15% for weekly, 10% every 2 weeks and 5% every 4 weeks, with the same pro wherever possible. You pay for four weeks at a time and renew from your booking page; we text you 3 days before each block ends. Each visit can be cancelled or moved on the usual terms, and you can stop by simply not renewing.
• Bundles (Move-in Ready, Fresh Home and Guest Ready) are one visit by a cleaning team and a steam technician, for 15% less than booking each part. Allow a 6-hour window.
• Instant arrival ("Now"): where a pro is free today, we show how many minutes they need to reach you, counting 15 minutes to accept and set off plus travel. It's our best estimate, not a guarantee; Nairobi traffic can add time, and we text you as soon as your pro accepts and again when they set off. Instant arrival costs KES 200 extra (free for Home Care and Full Valet members on their cleans). If your pro arrives more than 60 minutes after the time shown, the KES 200 is refunded.

6A. Office cleaning

• Office cleaning is priced by the floor area to be cleaned, in square feet, using the rates shown on our website when you book. The minimum charge is KES 4,000 for a standard office clean and KES 8,000 for a deep clean.
• We confirm the floor area on our first visit. If it is more than 10% larger than the area you entered, we'll agree the difference with you before we start; if you'd rather not pay it, you can cancel that visit for a full refund.
• Regular office cleaning (weekly, three times a week or every weekday) is paid a month in advance at the discounted per-visit price shown when you book. After the first month we invoice monthly. You can stop at the end of any month by telling us before the next month starts.
• Office carpet cleaning is priced per square foot of carpet in bands, as shown when you book, with a minimum charge of KES 5,000, plus KES 250 per office chair.
• Someone at the office, or building management, must give our team access at the booked time. One-off office cleans follow the same cancellation rules as other cleaning visits.

6B. Laundry and dry cleaning

• Laundry is priced per Smart Valet2Door Bag of up to about 6 kg: wash & dry (folded) or wash, dry & iron. Suits are dry cleaned and priced per suit (2-piece or 3-piece), as shown when you book.
• Everything travels in Smart Valet2Door Bags: water resistant, labelled with your booking and carrying our logo, so nothing gets mixed up. We bring your first bags free with your first collection and they're yours to keep; please use them every time. Suits travel on hangers in our garment covers.
• When your laundry is ready, call or WhatsApp us on 0723 604 322 any time before 6:00 PM on the day you booked. Your rider collects it from you, in person, at your door. Please don't leave laundry outside your door: we can't be responsible for laundry left unattended.
• We hand laundry back at your door within 24 hours, and suits within 48 hours (Saturday collections come back on Monday). If no one is home, we call you and agree another time at no charge.
• Please empty pockets. Apart from suits, we don't accept dry-clean-only items, leather, suede, wool marked hand-wash only, or anything soiled with chemicals or bodily fluids; we return those uncleaned.
• We aren't responsible for colours that run from items that weren't colour-fast, or for items damaged because a care label was missing or wrong.
• Report anything missing or damaged within 24 hours of delivery. If we lose or damage an item, we pay fair compensation up to KES 5,000 per bag, or KES 10,000 per suit.

6C. Parties and events

• Pre-party prep gets your home guest-ready on the day of your party, finishing in the window you book. It's priced by apartment size.
• After-party Reset to Zero is booked for the day after a party at home and priced by apartment size. We use commercial ozone generators to remove cigar, alcohol and food odours, polish wine glasses streak-free and put them back in your cabinets, and take all the party rubbish away. Broken glass is handled by our team, not left in your bins.
• Ozone safety: ozone is safe once it has cleared, but not while the machine runs. The treated rooms must be empty of people, pets and plants for about 2 hours. We seal and air the rooms and tell you when it's safe to go back in. If anyone needs to stay in the rooms, we skip the ozone step and refund KES 500.
• An event cleaning crew is priced by expected guest numbers. The crew arrives 30 minutes before your booked window and evening events finish by 10:00 PM. If the event runs longer, extra time is agreed with you on the day at KES 1,000 per cleaner per hour.
• You are responsible for venue access and any venue permissions. Event crews can be booked online for up to 500 guests. For bigger events, ask us for a price.

6D. Eco shop

• Delivery is free when it goes with something we're already doing for you: on the 9:00–10:00 PM collection round if you're on a Trash Valet plan (at your plan address), or with any visit booked at the same address in the next 7 days, when your pro brings it.
• Otherwise a rider brings it for KES 300, free on orders of KES 3,500 or more. Our riders work 8:00 AM to 6:00 PM, every day: orders paid by 5:30 PM are at your door within about 90 minutes, and later orders arrive between 8:30 and 10:00 AM the next working day. You see the delivery choices, the time and the total before you pay. If a same-day rider order is more than an hour later than the time shown, we refund the delivery fee.
• If the visit your order was coming with is moved, your order comes with it on the new day. If the visit is cancelled, we deliver it by rider at no charge.
• Product prices are shown on our website at the time you order.
• If a product arrives damaged or isn't what you ordered, tell us within 48 hours and we'll replace it free on the next round.

6E. Building contracts

Doorstep collection for a whole building (10 apartments or more, KES 1,500 per apartment a month) is agreed in a separate written contract with the landlord, managing agent or residents' association. Where that contract differs from these terms, the contract applies.

6F. Carpets and rugs

• Carpets and rugs are priced by size, as shown on our website when you book. Any size not listed is priced at KES 32 per square foot, with a minimum of KES 1,300 per carpet. Collection and return are free within the areas we serve.
• On the collection day, vacuum loose dirt, roll the carpet up and call or WhatsApp us on 0723 604 322 when it's ready. We collect it from you, in person, in the window you booked. Please don't leave carpets outside your door.
• We return your carpet, cleaned and dried, within 24 hours in the same window (Saturday collections come back on Monday). If no one is home, we call you and agree another time at no charge.
• We take up to 10 carpets per booking. We don't take silk rugs. We aren't responsible for colours that run or shrinkage in carpets that weren't colour-fast or pre-shrunk, or for stains that can't be removed by cleaning.
• Report anything missing or damaged within 24 hours of return. If we lose or damage a carpet, we pay fair compensation up to KES 5,000 per carpet.

6G. Sofas, chairs and mattresses

• Upholstery is cleaned in your home and priced per item as shown when you book, with a minimum visit charge of KES 2,500. Allow 4 to 6 hours for drying.
• We test fabrics before cleaning and use a gentle dry clean for delicate fabrics. Some old stains, sun fading and wear can't be removed by cleaning.

6H. Pet odour treatment

• Pet odour and stain treatment uses enzyme cleaners and is charged at 25% on top of the carpet or upholstery price, or per room as shown when you book.
• Urine that has soaked deep into padding, mattresses or floors may not clear completely. If the odour comes back within 14 days, tell us and we re-treat once for free.

6I. Curtains

• Curtains are priced per panel as shown when you book, with a minimum visit of KES 2,000.
• We don't take curtains down. Our no take-down technique uses specialised high-temperature, low-moisture steam extractors on scaffolding to clean them where they hang. They're usually dry in about 20 minutes. Someone needs to let us in, or arrange access with your caretaker. Please clear window sills before we arrive.
• We test fabrics first. We aren't responsible for fading or shrinkage in curtains with sun damage, or a missing or wrong care label. If we damage a curtain, we pay fair compensation up to KES 5,000 per panel.

6J. Gift cards

• Gift cards can be used on any one-off service and in the eco shop, not on Trash Valet plans. Enter the code at checkout. If the booking costs more than the balance, you pay the rest by M-Pesa or card; any balance left stays on the card.
• Gift cards are valid for 12 months from purchase. They can't be exchanged for cash. The buyer can get a full refund within 14 days of purchase if the card hasn't been used.
• Keep the code safe: anyone with the code can use it. If a code is lost, contact us and we'll replace it if we can confirm the purchase and the balance hasn't been used.

6K. Nannies

• A nanny looks after your children and helps run your home: childcare (play, meals, naps, homework and school runs on foot), cooking with your groceries, housekeeping, laundry and errands. Nannies are not nurses: they don't give medical or nursing care to elderly relatives or patients, and must not be asked to.
• Home help is the same booking without children: laundry (washed by hand or in your washing machine, hung on your line, ironed and folded), cleaning and tidying, cooking and errands, from the list you tick when booking. It uses your own products and equipment and is lighter than a professional clean; for a thorough clean, book a cleaning service. Home help pros pass our ID, good-conduct and reference checks. The third-party background check below applies to nannies, who look after children.
• Every nanny passes guaranteed third-party risk background checks, covering identity, health, litigation, credit and fraud, before their first job, as well as our own ID, good-conduct and reference checks. You see their name, photo and rating before they arrive.
• Tell us how many children and their ages when you book, plus anything we must know: allergies, medicines you have prescribed and want given, routines and emergency contacts. A parent or guardian stays responsible for the children's medical decisions; in an emergency your nanny calls you and emergency services first.
• You pay upfront: 2 hours, 4 hours or a full day (8 hours, 8 AM to 5 PM with a lunch break), or monthly for the same nanny Monday to Saturday for 26 working days, either full days (8 AM to 5 PM) or half days (4 hours). Valet2Door employs and pays them; you have no payroll, NSSF or SHIF obligations.
• The base price covers cooking, housekeeping, laundry and errands. Each child in the nanny's care adds KES 75 an hour (KES 125 an hour for a baby under 2); on monthly plans, KES 3,000 a month per child (KES 4,500 for a baby), half that on half days. Half of every child supplement is paid to your nanny. A nanny looks after up to 4 children. Please tell us the true number: if more children are in the nanny's care than booked, we charge the difference.
• On a monthly plan, if your nanny is ill or on leave we send a vetted replacement. If they're not the right fit, tell us and we replace them. A monthly plan can be cancelled free before it starts; after it starts, we refund the full days not yet worked, less KES 300.
• Please treat your nanny with respect and give them safe working conditions, breaks and access to water and a toilet. We may end a booking without refund if they are harassed or put at risk.

6M. Pet care

• Dog walks (30 minutes or 1 hour), pet sitting at your home (30 minutes, 1 hour, 2 hours or half a day: food, fresh water, litter or clean-up, play and company) and daily walks for a month (26 walks, Monday to Saturday, same walker). Up to 5 dogs or pets per booking; extra dogs or pets on the same visit cost the amount shown at booking. For more than 5, call 0723 604 322 for a quote.
• We walk dogs that are vaccinated, used to a lead and have never bitten anyone, and you confirm this when you book. Dogs stay on your lead at all times and are never walked with other people's dogs. Tell us about health conditions, fears or habits, and leave the lead, poop bags and any food ready.
• If you're away, tell us how your pro gets in (for example keys with the caretaker). We take a photo after every visit and show it on your booking page.
• If your pet seems unwell or injured, your pro calls you straight away and, if we can't reach you, takes advice from your vet or the nearest vet; reasonable vet costs are yours. We're responsible for harm caused by our pro's carelessness, under section 10.
• Your pro may stop a walk, and we may end a booking, if a dog behaves aggressively. The visit is then charged in full.

6O. Pet grooming

• Our groomer comes to your home with a grooming table, dryer, clippers, towels and pet-safe products. You provide running water (a bathroom, balcony or outdoor tap) and a power socket. Prices depend on the pet, its size or coat, the package and any add-ons, and are shown in full before you book; a visit costs at least KES 1,200. Up to 5 pets per visit; for more, call 0723 604 322 for a quote.
• You confirm when booking that your pets are vaccinated, and tell us about any health problems, skin conditions, allergies, recent surgery or nervousness. We don't sedate animals and don't groom a pet that is unwell.
• If a pet becomes very distressed, or a coat is matted down to the skin, the groomer may stop or suggest a shorter trim for the animal's comfort and safety. You pay only for the work done, and are refunded the rest.
• Small nicks can happen when clipping matted coats or nails; your groomer will tell you about any before leaving. We're responsible for harm caused by our groomer's carelessness, under section 10. If a pet bites or is aggressive, the groomer may stop and the visit is charged in full.
• Before-and-after photos are added to your booking page. We clean up all hair and water before we leave.

6N. Who comes, and booking your pro again

• When you pay, we reserve a vetted pro who is free and close by, and offer them the job. They have a short time to accept (5 minutes for jobs within 2 hours, up to an hour for later ones). If they can't, the next best free pro is offered it automatically. You see your pro's name, photo and rating once they've accepted. If nobody can accept, our team calls you; if we can't keep your time, you get a full refund or a new time.
• After a job you can book the same pro again. We then show only the times they're free. If you ask for only that pro and they later can't make it, we tell you by SMS and send another vetted pro, unless you'd rather move or cancel for free.

6L. Tracking, photos and ratings

• Your booking SMS includes a private tracking link with your booking code. It shows who's coming (from the evening before), when they set off and arrive (we also text you both), and before-and-after photos when they finish. Anyone with the link can see the page, so please keep it to yourself.
• Our pros take photos of the work area before and after each job, of the work only, never of you, your family or your personal documents. You can ask us not to take photos.
• Valet2Door never asks you to pay a worker directly or send money to a personal number. Only pay through our website or the M-Pesa prompt from Valet2Door.

7. Trash Valet hygiene and redo promise

We wash and sanitise your bins and leave a fresh scent pod: monthly on Doorstep, every 2 weeks on Home Care and every week on Full Valet (Doorstep Lite has no bins). Each collection and bin wash is recorded on your plan page. If a collection is missed or a bin wash isn't right, report it on your plan page within 2 days and we redo it free, by the next collection night.

8. Prices and payment

• Prices are shown in Kenyan shillings on our website at the time you subscribe or book. All prices include VAT.
• Trash Valet plans are priced by home size (studio, 1 bedroom, 2 bedrooms, 3 bedrooms or more), as shown when you subscribe; Doorstep and Doorstep Lite are the same price for every size. Building rate: once 10 or more homes in the same building have an active Trash Valet plan, Doorstep costs KES 1,500 a month for every home there. Homes already subscribed move to the building rate from their next renewal, and keep it if neighbours later leave. Plans are paid in advance, monthly, every 3 months or yearly. Paying every 3 months is 5% off the monthly price. Yearly plans cost 10 times the monthly price for 12 months of service.
• Card: your plan renews automatically at the end of each paid period, charged to the card you used.
• M-Pesa: on each renewal date we send an M-Pesa prompt to your phone. Your service continues once you approve it.
• If a renewal fails, we try again for up to three days. After that, service pauses until payment is made. We will tell you by SMS before pausing.
• We'll give you at least 30 days' notice by SMS or email before any price change affects your plan. If you joined under a price lock, we keep your price for the period promised.

8A. Offers and referrals

• Welcome offer: if neither your phone number nor your home has had a paid Valet2Door plan before, you get 20% off one month's price on your first payment. It applies once per household.
• Referral codes: every subscriber gets a personal code. A first-time customer who joins with it gets 30% off one month's price on their first payment, instead of 20%.
• Referral reward: when someone joins with your code and their first payment goes through, your next 3 months are 10% off, taken off your renewals automatically. Each new friend adds 3 more months, up to 12 months banked at a time. You need an active plan to earn and use the reward. Rewards have no cash value and end if your plan ends.
• You can't use your own code, and codes can't be used with a plan you've already started. We may cancel rewards gained by fake or duplicate sign-ups.
• Offer codes (shown In the Spotlight on our website) take the stated percentage off the service price of a booking whose visit date falls in the offer's dates, for the services listed with the offer. One code per booking, once per customer. They don't combine with plan benefits, regular-clean discounts or bundle prices, and don't apply to the instant-arrival fee. First-booking offers are for a phone number and home with no paid Valet2Door booking before. On very small bookings the discount may be reduced; you always see the exact amount before you pay. If you cancel, we refund what you actually paid.
• Gift card bonus: during a gift card promotion we add the stated extra credit to the card at no cost. The extra credit follows the gift card terms.

9. Cancelling and changing plans

You can cancel any time by SMS, WhatsApp, phone or email to 0723 604 322 (call or WhatsApp) or valet2door@outlook.com. Monthly plans end at the end of the period you've paid for. How refunds work is set out in the refund and cancellation policy below. To upgrade or downgrade, contact us. Changes start from your next billing date unless we agree otherwise.

We may suspend or end the service if payments aren't made, if our staff are threatened or abused, or if items in section 4 are repeatedly put out. If we end your plan for any other reason, we refund the unused part in full.

10. Our responsibility to you

• We carry out every service with reasonable care and skill, using vetted staff.
• Service promise: if a job isn't right, tell us on your tracking page within 24 hours (2 days for Trash Valet). We redo it free within 48 hours. If a redo can't put it right, we refund up to the full price.
• No-show promise: if your pro doesn't turn up for a booked visit and we didn't tell you beforehand, we book the visit again free at a time that suits you, and give you KES 500 credit as a code you can use on any booking within 6 months. The credit has no cash value. Tell us on your tracking page or call 0723 604 322.
• If we damage your property, report it within 48 hours with photos. We will repair it, replace it or pay fair compensation.
• We are not responsible for loss caused by things outside our control, such as building access being refused, extreme weather, county dumpsite closures or public unrest. We will tell you as soon as we know and credit or refund services we don't deliver.
• Except where the law doesn't allow it, our total liability for any claim is limited to the amount you paid us in the three months before the claim, apart from damage to property described above.

11. Complaints and disputes

Tell us first at 0723 604 322 (call or WhatsApp) or valet2door@outlook.com. We aim to respond within one working day and resolve complaints within seven. If we can't agree, either of us may refer the matter to mediation in Nairobi before going to court. These terms are governed by the laws of Kenya and the courts of Kenya have jurisdiction.

12. Changes to these terms

We may update these terms. We will tell you about important changes at least 30 days before they take effect. If you don't agree, you can cancel before then.

Policy 3 of 3

Refund and cancellation policy

Effective 1 October 2024 · Updated 4 November 2026

Doorstep collection plans

Booked services

This covers every one-off booking: cleaning, Airbnb turnovers, bundles, nannies, pet care, laundry and dry cleaning, carpets, sofas, curtains, pre-party and Reset to Zero cleans, office cleaning and event crews. Cancel or reschedule from the link in your booking SMS, or call us.

Rescheduling: move a booking free, up to 40 minutes before your window starts, to any day and window that shows as open (we only show times a pro can make). You can move a booking online up to 3 times; after that, call us. For weekly cleans and monthly services you move one visit at a time, and your other visits stay the same. A booking made with a dated offer (for example DECEMBER15) can be moved within that offer's dates. We keep the same pro whenever they're free at the new time, and text you the new details. If an eco shop order was coming with the visit, it moves with it.

Trash Valet redo

If we miss your collection or a bin wash isn't right, report it on your plan page within 2 days and we redo it free by the next collection night. If we miss three or more collections in one month, you can cancel immediately and get a refund for the unused part of the month.

How refunds are paid

• Card refunds go back to the card through Paystack. M-Pesa refunds are sent to the M-Pesa number that paid, usually within one working day, and we text you the M-Pesa code. If you paid our Paybill by hand from someone else's phone, tell us where to send the refund.
• We start the refund within 7 working days of agreeing it. M-Pesa refunds usually arrive within a day after that. Card refunds can take up to 10 working days to show, depending on your bank.
• Credits for missed pickups are applied to your next payment and can't be exchanged for cash unless you're leaving us.

How to cancel or ask for a refund

SMS or WhatsApp 0723 604 322, call us, or email valet2door@outlook.com. Include your name and the phone number on your account. We'll confirm the cancellation or refund amount in writing.