Help & Terms

The following questions and answers serve as the highlights of our terms of service, by checking the box on check out and placing an order with kisafi.com, you agree to these terms and conditions. LATEST UPDATE JUNE 2018.

If you have any issues that need resolution regarding services rendered, please email: [email protected]

How do I get the flat rate bag?
We will bring you 2-3 flat rate bags on your first order. If you need additional bags just ask your delivery pro…they usually have extras.

Do I get to keep the bag?
YES.  The bags are free and they’re yours to keep. Use them for your next order. We care about the environment and we’ve designed the bags to be sizeable, reusable and biodegradable.

How can I tell the weight of my laundry?
You don’t need to worry about the weight, as there is a fixed price per laundry bag. Items for dry cleaning will be billed on an itemized basis.

How do I request a pick up?
Go online to www.kisafi.com or download the android app in the play store. iOS coming soon.

How should I sort my laundry before collection?
Put clothes for wash, fold and ironing in one bag and those items for dry cleaning in another.

Will you send me the itemized inventory of the clothes I send in?
As part of our efforts to keep costs and turnaround time low, we do not itemize laundry sent in; however, we take pre and post wash images that can be reviewed to ascertain what we received, in what condition and what we send out after cleaning.

We can however, make exceptions to send confirmations if we receive and itemized list from you with the order either in writing on pick up or via email to [email protected]

I am no longer available at the set time, what do I do?
Just send us an email [[email protected]] to let us know your new time for pick up and our navigator will be out to meet you. Please make all effort to cancel or change bookings 3 hours before laundry pick-ups and 24 hours before home cleaning. A cancellation fee of Ksh. 250 will be accessed otherwise.

Which items can be washed and which can be dry-cleaned?
Great question. Read the care instructions on the clothing label inside the garment to be certain. A general rule of thumb is that dry cleaning is for synthetic materials and more refined items – e.g. suits and delicate dresses – and laundry are for natural materials – e.g. t-shirts, pants, and socks.

How is the washing and drying done?
You can select if you would like hand wash or machine wash at booking. You can also specify specific instructions for each order. All items are machine dried unless otherwise requested.

How much does it cost?
For laundry, we charge a flat rate of Ksh. 1200 per bag for machine wash, and Ksh. 750 for hand wash.

Is there a minimum order?
Minimum order is one bag for laundry, wash and fold or dry cleaning equivalent to Ksh. 750 per order minimum.

What if my bag is not full, can you reduce payment?
Unfortunately, the same rate applies. Our pilots appreciate light bags…so go ahead and order anyway :).

Should I tip KISAFI cleaning professionals or riders?
That’s up to you, really. If you’re thrilled when they show up by all means show them love – financially or by writing us a lovely review and telling your friends.

I am only available at specific times of the day, can I pick my exact service times when ordering?
We work with time blocks, unfortunately, not specific / exact times; For laundry, currently 6-8AM weekdays and 8AM-10AM & 10AM-Noon on weekends; if you need to get a pick up / drop off after this timeframe we’ll do our best to make it happen. Typically, this requires a small surcharge of between ksh250-350 as payment to our logistics partners to handle the one-off / out of schedule requests.

For home cleaning we have operate in 3 hour arrival time windows though out the week starting at 9AM-Noon and so on [please note this is the expected time of arrival not the expected timeframe for completing service]. We ask for flexibility accordingly.

Can you deliver to my home after work hours?
We understand that everyone has individual schedules we try our best to meet them; unfortunately, we had to stop the late night time blocks due to security reasons i.e., safety of client items and personnel. If you have strict time constraint please specify in the instructions and we will action as best as we can to make it work for you.


When do I get charged/ have to pay for service? How do I pay?
For laundry: Our pilots will bring KISAFI bags to get your laundry, you can fill them as much as you need. Once order is clean + fresh [typically 48hrs for regular wash+fold, 72 hours in cases where some/ all your items need repeat cleaning], we’ll let you know. You can then confirm availability, make payment to approve dispatch to you

For home cleaning: our vetted cleaning pros will be dispatched on the day of your order and you’ll receive a notification [call or text] as they’re on the way to you – pros typically require payment to be dispatched.

Please note that home estimates are limited to a max of one living room only.

For gas & other home deliveries: our delivery partners will be in touch to confirm orders and will be with you in no time.

For sofa and inhome cleaning services, payment is due on arrival of the professionals.

For Payments: Please via mPesa buy goods #: 997267/ debit/ credit. No cash please. Payment is made to authorize dispatch for laundry / gas; home cleaning payments vary depending on the pros but mostly upon arrival of cleaning pro.

Should I be worried about the safety of my clothes while in your care?
You don’t have to worry – we take good care of your clothes. They are covered for loss or damages with our loss reserves,  and insured whilst being transported. Rest easy.

Are there things that you will not wash?
Currently, we wash most items of clothing. As a general rule, we will not wash carpets, area rugs, leather, seat covers, suede materials and curtains. If our laundry specialist discovers that it would not be sensible to wash a certain textile, we will contact you and agree on how to continue.

Can you get a tough stain out for me?
Yes, we can definitely give it our best shot. If/ when there are special stain situations; please note it in the additional information portion of the online form and we’ll give it our best shot.

How do I know that my personal items of laundry are in safe hands?
The safety of personal items is in our hearts. Our Kisafi professionals understand that and are hand-selected professionals. If your personal items need to be washed a certain way, don’t worry – we’ll ask you for any special requests when we collect them.

How much do you charge for dry cleaning?
All prices inclusive of VAT and are auto-computed on the site at kisafi.com/drycleaning

Will you dry clean other items not on this list?
We will try our best to accommodate; if there is a comparable item on our list that closely matches your order or we find special rates from our dry cleaning partners, we will proceed and notify you; otherwise, we will have to separate out the item and return them not cleaned.

My clothes need to be washed in a specific way – what can you do?
We know that your clothes are very personal items. Please enter specific needs in the additional information section and we’ll do our best to handle accordingly; if in any case we can not meet the desired handling we will notify you on returning the items or alternate approach to handling.

What do I do if you ruin or lose my clothes?
In the unlikely event of this happening, please contact our customer care within 48 hours of receiving your items. We’ll deal with these situations on a personal level. We cover lost and damaged items up to the lesser of market value of damaged items or 5X the value of our charges for services. This presumes the client has made payment for services rendered, otherwise, the charges for services rendered will be deducted.

We strive to replace lost or ruined items expeditiously; our resolution timeframes after reporting the issue is 14-21 working days. We typically take time to search for misplaced clothing by reviewing all records and image capture files and / or look for the best available replacement. Please note that items acquired outside of Kenya will be replaced with the closest local equivalent within our set policy. We support the {buy local} movement. 🙂

What if the items I have lost are not contained in the inventory images?
In cases of lost items, we rely primarily on the incoming and outgoing inventory images taken of the order, e.g., if an item was in incoming images and not in outgoing it is certified lost and will be replaced accordingly. However, in rare cases where items were not recorded as incoming, we would review additional inventory data such as video recordings of order sorting, images of orders handled within the same time period while we ask that you also review your large closets 🙂 – 96% of orders called in as lost in the last year were found at home.  We unfortunately cannot compensate for items that were never received at our operations center.

What if the lost items was misplaced in transit or stolen?
Carriers used to transport items are secure flexible, waterproof lock bags that have served well in ensuring items do not drop out. Please ensure bags are not overfilled and are tightly closed when handing them to pur delivery pros as this could lead to items falling out into the carriers and getting mixed up with other folks’ goods.
If items were certainly handed to the delivery pro and turns out missing, we take such very seriously and have a no-tolerance rule – the handling pro will be terminated from the platform after proper investigation; as such, we ask that clients kindly ascertain or verify the clothes were not misplaced or taken somewhere else or by someone else. We take this process seriously and is typically handled by independent verifiers or partners as it impacts the livelihood of professionals on the platform. Requires 21-30 days to complete. Results could range from no compensation to full refund if indiscretions were identified and/ or the item was truly sent.

Do you offer cash compensation?
In some cases, clients prefer to replace items themselves please provide us receipts of such purchases to process fair assessment and reimbursement. In addition, in cases of partial refunds these are offered as cash or store credit.

How do you determine market value of lost items?
This is assessed based on year of purchase/ age of item, type of item and current market value. We stick to international standards of assessing claims as well as guidance from local insurance agencies. Sample depreciation charts for items can be found here. or here.

Do you compensate for sentimental/ emotional value or inconvenience of items lost/ damaged?
Unfortunately, sentimental/ emotional value and inconvenience can not be compensated and as such is discounted when valuing lost or damaged goods.

Do I have to pay for the laundry service if there are damages to my clothes?
Each case is unique, however, as a general rule we suggest all payments are made. Refunds can be issued as needed as compensation. In cases where items were replaced, this is considered “being made whole” and the service was indeed rendered. For example, a ruined shirt that was replaced with a new one is considered equivalent to a dirty shirt properly cleaned [so clean its brand new, literally].

Where does the washing go?
Your order is taken to our operations facilities for handling and/ or processing to our partner locations as needed, these are continuously tested and monitored to ensure high quality of service.

How do I redeem my voucher code?
You enter the voucher code after choosing your time slot just before checkout. On the checkout page, simply enter it in the box that says “COUPON CODE” and submit, it will reflect in your totals

How do I set up a KISAFI account?
An account can only be setup when placing your first order either through app or webpage. The most convenient way to setup a KISAFI account is via the website or to download the App.

How do I cancel my order?
Just send us an email [[email protected]] to let us know your new time for pick up and our navigator will be out to meet you. Please make all effort to cancel or change bookings 3 hours before laundry pick-ups and 24 hours before home cleaning. A cancellation fee of Ksh.250 will be accessed otherwise.

Are text or email orders also included in your coverage and terms?
Yes, same conditions apply to phone, text, whatsapp, social media and email orders.

How long can you hold on to my clothes after completion of cleaning before it becomes a problem or I get charged?
Generally, we’ll hold on to clothes if deliveries are missed or you’re unavailable for up to 7 calendar days. After this timeframe a surcharge of ksh.100 per day will be assessed on your original invoice. Exceptions are made if we are notified ahead via email or SMS in which case we are able to hold on to them for 14 calendar days at no fee; subsequently, the same surcharge applies.
Items left with us for 60 days or more will be donated to charity in the subsequent quaterly charity drive.

Are text or email orders also included in your coverage and terms?
Yes, by agreeing to our terms and conditions on your first order, same conditions apply to phone, text, whatsapp, social media and email orders.

Do you have a money-back or do-over guarantee?
Yes we do. If you are not satisfied with our cleaning or laundry, we are not satisfied either. We will re-do every cleaning and laundry 3 times over for free, and if you’re still not happy we will apologize and process a refund of your payment.

Please note that claims regarding service need to be filed within 48 hours of the service in question. Also, the money-back guarantee does not include late drop offs or other circumstances unrelated to cleaning quality beyond our control.

Under what circumstances will I not qualify for a do-over or money-back?
DO-OVERS: We are totally comfortable sending do-overs for free within 48hours of initial service completion. However, there are cases of exceptions where a do-over is voided including unfair treatment of pros, inaccurate size estimates of apartment / home e.g., pros cleaning end up cleaning more rooms than stated, unpaid invoices, negative rating history [our pros often rate service completed], suspicion of “malicious”/ “fraudulent” requests, amongst others.

MONEY BACK: In addition, declining a do-over suggests that the damage(s) are “forgiven” and no further compensation is required. For instance, items may have been poorly washed or ripped during a cleaning – we will in such cases return to pick up items – refusal to release items does not constitute a basis for replacement as only items that cannot be redeemed are replaced or qualify for the “money-back” guarantee. Essentially, a do-over has to fail to correct an error prior to being considered for money-back or replacement.

Are your services covered for damages?
We provide damage coverage up during home cleaning to the lesser of current market value of damaged goods or 10X the value of our charges for home cleaning services rendered. For laundry services, we cover lost and damaged items up to the lesser of market value of damaged items or 5X the value of our charges for services for the said item. Please file claims within 24 hours of service completion.

What’s not included in a home cleaning service?
Our standard cleaning service includes all of the basics you need to get your home in order. We carry out cleaning of insides of refrigerators, ovens and cabinets for an additional small fee. We however, don’t offer the following:
1, External window washing services – we will clean the insides thoroughly, but we do not offer outside window cleaning.
2, Post – flood and/ or  construction clean-ups – pros are equipped to only handle already inhabited homes as the tools and skills required are different. Minor water leakages or water entry will be handled however, leakages that require pumps and other tools will be declined.
3, Closet or home arrangements  – the pros are not trained or equipped for interior decor and as such cannot honor requests related to decorating.

How quickly is gas delivered?
We dispatch a partner immediately an order is received, deliveries are made depending on location and availability of partners from 20 mins to 60 minutes on average.

Can I get a refund for gas delivered late or no longer wanted?
In cases where our delivery partner arrives after you have made alternative arrangements no payment is required and / or refunds are processed.

In other cases we can process refunds after delivery as follows:

1, If gas seal is opened but faulty or leaking, an exchange will be provided at no charge; if an exchange is declined, clients will be refunded the amount paid less pickup charges of ksh300. For example if ksh2000 was paid and replacement declined a refund of ksh1700 will be given. Kindly note: FAULTS AND ISSUES NEED TO BE REPORTED WITHIN 6 HOURS OF DELIVERY.

2, If gas seal is UNOPENED / UNBROKEN and no longer needed not for fault, clients will be refunded the amount paid less pickup charges of ksh300.Kindly note: THE RETURN SHOULD TO BE REPORTED WITHIN 24 HOURS OF DELIVERY. WE UNFORTUNATELY DO NOT ACCEPT RETURNS OF CYLINDERS WITH BROKEN GAS SEAL

Given a high rate of cylinder swap outs and counterfeits in the market we kindly ask that you report returns as soon as possible as our partners will not accept cylinders after a 24 hour period for fear of counterfeit swaps.

Will you exchange brands of cylinders?
Generally yes but like for like. National brands can be exchanged for other National brands i.e., Total, Hashi, K-Gas, Afrigas etc. Lower tier brands are rarely stocked but in cases we can exchange private label brands for similar private label brands.

Can I pay to exchange my local brand for a higher grade national brand ?
Unfortunately, we are unable to process such exchanges at this time.

You gave me a lower brand for  National brand, how do I get it back?
When we make cylinder brand exchanges from top national brands to lower brands, we guarantee and exchange for the higher brand on refill at no cost. If you’re not refilling and just want an empty swap a delivery fee of ksh300 will be required.

Can you refuse / deny me service?
In rare cases we are forced to deny service usually to protect our shared interests, professionals that work on the platform or brand.

Generally, the primary reasons services get denied is either 1, system triggered; where an auto-suspension is put in place when certain red-flags are identified, this is often temporary as issues tend to be resolved within a short time. 2, Manual trigger: “Rejection” of jobs by all otherwise available cleaning and service professionals. We always give pros who work with us the option to choose whose / what job they handle – within reason and without bias. In such cases a manual suspension may be placed on the account to investigate reason for service denial.

What constitutes violation of services of terms?
Possible reasons for denial of service whether automatically / system triggered or manually by a service administrator typically fall into one of the following.

A) Abuse of service and service professionals: We have a zero-tolerance policy on abuse. Accounts suspended for abuse will not be re-instated under any circumstances as we take the mental and emotional health of our pros and partners of utmost importance.

As we say, abusive money is of no good to humanity.

Physical and verbal [including usage of expletives at service professionals – including delivery agents, customer service representatives and cleaning associates] abuse violates our terms of operations. In cases where a customer is wronged [e.g., damaged items, late deliveries] we follow due process of carrying out a do-over for repair and if that fails seeking out other compensatory avenues.
Abuse in such cases is nonetheless not acceptable and will result in denial of future service. Generally, such cases include but may not be limited to:

Implicit or explicit misuse/ abuse of pros include making unreasonable cleaning request outside of scope of work or attempting to force cleaning with non approved cleaning devices or solutions (e.g., harmful cleaning solvents or impractical tools), cleaning areas not included in service request (e.g., walls and external windows, additional rooms not included in order).

The following also constitute abusive behaviour under our terms and accounts suspended for same will not be reinstated under any circumstances

  • Unwarranted threatening of lawsuits or legal action as a means of coercion for discounts or undue compensation
  • attempted poaching/ soliciting of cleaning pros
  • history of poor feedback relating to harsh and inhumane treatment received from pros, amongst other.

B) False estimates and claims: Intentionally, stating false estimates on the home also may warrant a cancellation and denial of future services as this is deemed as fraud.

In addition, making false claims for damages on services rendered e.g., attempting to get refunds for items that were never sent in for laundry, making claims on missing items during home cleaning and/ or making false public claims of poor services including social media with intent to damage the brand.

C) Affiliation with competitors: In cases where it is determined that a customer works for or is serving the purpose of a competitor to either gain unfair insights into our service delivery and/ or create an avenue for damaging the brand for the benefit of competitors.

D) Inability to meet service levels: While we put in the utmost care to deliver service and improve from feedback received, on rare occasions, it becomes apparent that the service level we intend on providing [i.e., highly affordable, mass market home services] is not sufficient to meet certain clients needs. While these needs are often reasonable, e.g., itemization of laundry for orders, payment on delivery only , we are not equipped at this time to alter processes / offer customized offerings to our clients without increasing pricing / making it affordable for the mass market. In such cases, rather than continue offering service standards that do not meet client needs, we will proceed to stop provision of services until such a time that we expand our offering to cater to the bespoke service needs.

We strongly believe folks should not continue paying us if our services do not meet their needs.

E) Requests to end relationship: Client requests are taken seriously and we proactively evaluate our customers requests to end their relationship with us for various reasons, particularly in cases where our service has not met client needs. Requests for cancellation of service or account will generally be honored after due attempts have been made to redeem the situation.

F) Outstanding payments / defaults: Clients with outstanding payments may be denied service until payments are completely settled.

G) Attempts at brand damage: This include incessant attempts to damage our brand via social media, press incitement and so on.

I have not done any of the above, I’m a nice person 🙂 so why has my account been suspended?

If you believe you have been suspended in error, our sincere apologies, kindly email [email protected] for a manual review of your customer profile and upon completion a determination will be made to reinstate your account if it was indeed an error. Sorry and many roses and cookies and hugs.

Can I record the cleaning process for my records or take pictures with or of your pros and equipment?
Unfortunately, you cannot record our pros or take pictures unless otherwise agreed by the pros – due to privacy reason and contractual limitations, pros need to provide verbal or written agreement to be recorded on video or audio or other digital or analog image capture devices. Doing so against their will amounts to abuse of service and professionals and may lead to order cancellations and / or account suspension.
Regarding equipment, we prefer not to have them published for competitive reasons.

Do you offer office/corporate cleaning services?
Yes, we offer office and business space support for SMEs across Nairobi. Just click on kisafi.com/for-business to get started or send us an email [email protected]

Do cleaners bring their own supplies?
Yes, they bring the basics for a good home cleaning, except for bathroom cleaning tools – they have to use yours for hygiene reasons. You can expect them to bring:

  • Rags and wipes
  • Various cleaning solutions and equipment
  • Vacuum cleaners are brought in special cases i.e., spring cleaning or move-in/outs only.

If you have your own cleaning supplies that you’d prefer your professional to use, that’s perfectly fine. Just add in descriptions or let them know when they arrive. If there are special situations please detail in the app/ site when requesting service.

Who are the cleaning pros on KISAFI?
The professionals using the Kisafi platform are independent service providers. It’s our job to help connect you to them. All professionals apply to register on the KISAFI platform, and undergo a background check and training sessions and assessment before they are sent to you.

The professionals are typically current or former experts from reputable hotel and hospitality industry. They are required to maintain high customer ratings, so make sure to rate/ provide feedback on  your professionals after each booking.

How do you guarantee trust & safety?
Trust is key to us. You have invited us into your homes and we wont betray that trust. The cleaning elves on our platform are background-checked and rated by other customers using KISAFI. Our cleaning pros also have boy cameras on their aprons [if selected] to provide extra peace of mind.

Furthermore, the services are covered for loss and damage up to 5x [laundry/ dry cleaning]-7x[home cleaning] the value of service so that if anything goes wrong, your property is protected.

We suggest that as with hotel standards, you secure all valuable personal belongings

Do you accept walk-ins?
Unfortunately, we don’t.  We always endeavor to come to you to ensure we keep our promise of making your life easier. If you have to drop off laundry with us physically, please email us at [email protected] and we’ll see what we can do. That said, feel free to come visit us anytime – we love you.

What if I am not comfortable with the cleaning professional that comes?
No problem we want you to be as comfortable as possible. We will gladly reschedule your appointment. Simply do the following:

Notify the pro that you will like to reschedule within 10 minutes of arrival

Send us an email to [email protected] with details of your concerns