At Swiftsurf Communication Enterprise Limited, we provide high-end technological solutions ranging from solar energy systems and CCTV surveillance to high-speed internet connectivity. This Refund and Cancellation Policy is designed to manage the complexities of a multi-vendor supply chain and on-site technical services. By engaging our services, you acknowledge the specific divisions of liability regarding manufacturer defects and on-site security protocols as outlined in these 48 comprehensive points.
Swiftsurf Communication Enterprise Limited operates as both a service provider and a value-added reseller of sophisticated technological hardware. Our product portfolio includes, but is not limited to, photovoltaic solar panels, digital and analog CCTV systems, networking hardware, and telecommunications infrastructure. This policy governs the financial and logistical aspects of returns, refunds, and cancellations across this diverse range. We recognize that each product category carries different technical requirements and manufacturer warranties. Consequently, this policy is designed to provide a unified framework that respects the specialized nature of these technologies while maintaining a fair and transparent process for our clients. By placing an order for any of our products or services, you agree to the specific terms of return and cancellation outlined herein, acknowledging that these terms are necessary to maintain the operational viability of high-tech procurement in the Kenyan market.
A critical component of this policy is the recognition that Swiftsurf often acts as a distributor or installer of products manufactured by third-party global entities. We do not manufacture the solar cells, the camera sensors, or the fiber-optic routers ourselves. Therefore, a clear legal distinction is made between "Installation or Service Faults" (which are the responsibility of Swiftsurf) and "Manufacturing Faults" (which are the responsibility of the original equipment manufacturer). In the event of a hardware failure that is determined to be a result of a factory defect, Swiftsurf’s role is limited to facilitating the warranty claim between the client and the manufacturer. We are not the primary liable party for inherent design flaws or component failures that occur within the manufacturer's sealed units. This distinction is vital for our business model and ensures that we can continue to bring world-class technology to Kenya without assuming the infinite liability of global manufacturing giants.
When a product is identified as faulty due to a manufacturing defect, Swiftsurf will act as a liaison to facilitate the repair or replacement under the manufacturer’s specific warranty terms. Each manufacturer has its own "Return Merchandise Authorization" (RMA) process, which may involve shipping the faulty unit back to a regional or international service center. Clients must understand that Swiftsurf is bound by the timelines and decisions of these third-party manufacturers. We do not have the authority to bypass a manufacturer’s inspection process. While we will advocate for our clients to ensure a speedy resolution, the final decision on whether a product is replaced or repaired rests with the brand owner. This protocol ensures that the technical integrity of the warranty is maintained and that the client eventually receives a functional product that meets the manufacturer’s certified standards.
Upon a report of a faulty product, Swiftsurf will conduct a "Primary Technical Inspection" to determine the root cause of the failure. Our engineers will assess whether the issue arose from improper installation, user negligence, environmental factors (such as power surges), or an inherent manufacturing defect. This attribution process is essential for determining which party is liable. If the fault is attributed to our installation work, Swiftsurf will bear the full cost of the fix. However, if the fault is found to be a manufacturer's defect, the client must follow the RMA process. If the fault is caused by the client’s environment—such as a solar inverter failing due to a lack of surge protection in the home—neither Swiftsurf nor the manufacturer shall be held liable. This rigorous inspection ensures that refunds and replacements are only issued in cases of genuine, verifiable failure.
Swiftsurf takes the security of our clients' premises with the utmost seriousness. When our engineers are dispatched for on-site services, such as CCTV installation or internet cabling, they are issued official, verifiable Swiftsurf identification cards. It is the absolute responsibility of the client to verify the identity of any individual claiming to represent Swiftsurf before granting them access to their home or business. You must check the physical staff card and, if in doubt, call our official office line at 0722260525 to confirm the technician's deployment. This verification step is a mandatory security protocol. By allowing an individual onto your premises without verifying their official credentials, you assume all associated risks. We provide these security markers specifically to protect you, and their use is a condition of our service agreement.
Swiftsurf Communication Enterprise Limited explicitly disclaims all liability for any loss, theft, or damage that occurs if a client allows an individual onto their premises without first verifying their official Swiftsurf staff credentials. In the unfortunate event of a "criminal imposter" gaining access to your property because you failed to perform due diligence, Swiftsurf shall not be held responsible for the resulting theft of property or breach of security. This limitation is necessary because we cannot control who you choose to trust at your gate. Our liability only extends to the actions of our officially deployed and verified staff members while they are performing their assigned duties. By failing to verify, you break the "Chain of Security," and the legal and financial consequences of that breach rest solely on your shoulders. This clause is a vital protection for our company against the actions of independent criminal third parties.
Solar panels and their associated components (inverters, batteries, charge controllers) are subject to specific refund criteria. Because solar systems involve complex electrical integration, a refund is only possible if the system fails to perform according to the technical specifications provided at the time of sale, and if that failure is due to an installation error. If a client simply "changes their mind" after the panels have been mounted on their roof, a refund is not possible due to the labor and structural modifications involved. For uninstalled components, a return is possible within 7 days, subject to a 25% restocking fee. The equipment must be in its original, unopened packaging. This reflects the high logistical cost of transporting sensitive photovoltaic equipment and ensures that our inventory remains in "factory-new" condition for all our clients.
CCTV systems often store data the moment they are powered on. Therefore, any return of a CCTV camera or Digital Video Recorder (DVR/NVR) will involve a mandatory data-wiping fee. A refund is only available if the equipment is found to be technically non-functional. If the client is dissatisfied with the "field of view" or "image quality," this must be raised during the installation phase while our engineers are on-site. Once the installation is signed off, the system is considered "accepted." Returns are not accepted for systems that have been exposed to the elements or have visible mounting damage. We ensure that our CCTV solutions meet Kenyan security standards, and we encourage clients to participate in the "Live View" test during installation to ensure their satisfaction before the final handover.
For our internet connectivity services, cancellation of an order before installation is entitled to a full refund of the installation fee. However, once the fiber-optic or wireless link has been established and the equipment (routers, antennas, cabling) has been deployed, the installation fee is non-refundable. If a client wishes to terminate their service within the first 30 days, they may do so, but they must return all Swiftsurf-owned equipment in good working order. Any damage to the routers or outdoor antennas will be deducted from any refundable security deposits. This clause protects our infrastructure investments and ensures that our high-speed internet assets are handled with care by our subscribers. We provide a "best-effort" service and do not offer refunds for temporary outages caused by national carrier failures or undersea cable cuts.
To qualify for a refund or immediate replacement of faulty hardware, the client must notify Swiftsurf within 48 hours of the delivery or installation. This short window is critical for identifying "Dead on Arrival" (DOA) units. If a fault is reported after this 48-hour window, the case will be handled under the standard manufacturer warranty process rather than as an immediate refund or swap. This rule ensures that our logistics team can quickly claim insurance on damaged goods and prevents situations where equipment is damaged by the client's environment (e.g., a power surge) and then reported as a "factory fault." We urge all clients to test their new solar, CCTV, or internet systems immediately upon installation to ensure everything is functioning to their satisfaction.
For any return that is not based on a verified technical fault—such as a client deciding they no longer want a specific model of solar inverter—Swiftsurf reserves the right to apply a 20% to 30% restocking fee. This fee covers the cost of technical testing, repackaging, and the loss of market value for an item that is no longer "factory sealed." Additionally, any transaction fees incurred through credit card processors or mobile money platforms (like M-Pesa) will be deducted from the refund total. We do not profit from these fees; they are simply the actual costs of doing business and processing returns. This ensures that the financial burden of a "change of mind" rests with the client and does not degrade the company’s ability to serve other customers.
While hardware may be refundable under specific conditions, the cost of labor, site surveys, and professional consultations is strictly non-refundable. When our engineers travel to your site to design a solar layout or a CCTV map, they are providing a professional service that cannot be "returned." Even if you choose not to proceed with the full installation, the fee for the initial survey and the time spent by our technical team must be paid in full. This reflects the value of the expertise and the physical costs (fuel, transport, man-hours) associated with on-site visits. We provide high-level engineering talent, and this clause ensures that our staff is compensated for their work regardless of the final purchase decision made by the client.
In cases where a product is faulty due to a manufacturer defect, Swiftsurf is not liable for any "downtime" or indirect losses the client may suffer while waiting for a replacement. For example, if a faulty solar battery prevents a business from operating for three days while we wait for the manufacturer to authorize a swap, Swiftsurf is not responsible for the lost revenue of that business. Our obligation is solely to facilitate the hardware replacement. We encourage our corporate clients to maintain their own backup systems and business interruption insurance. This clause protects Swiftsurf from the unpredictable financial consequences of third-party hardware failures, ensuring that we can remain a stable and affordable service provider in the Kenyan market.
To ensure the integrity of the refund process, all payments must be made through Swiftsurf’s official, verifiable channels (Official Till Numbers, Paybill, or Bank Accounts). Swiftsurf is not liable for any funds paid directly to individual engineers or technicians. If you pay a technician "on the side" or via their personal mobile number, that transaction does not exist in our books, and we cannot issue a refund for it. All legitimate refunds will only be processed back to the original source of payment that matches our official records. This anti-fraud measure protects both the client and the company, ensuring that all financial interactions are transparent, recorded, and legally enforceable under the laws of Kenya.
Any hardware returned to Swiftsurf for a refund or exchange must be in its original, pristine condition. This includes the original box, all internal padding, manuals, cables, and remote controls. If a solar panel is returned with scratches on the frame, or if a CCTV camera has had its mounting holes enlarged, the return will be rejected. Medical-grade or highly sensitive electronic components cannot be resold if the packaging is compromised. We act as custodians of high-value technology, and this requirement ensures that the next client receives a product of the same high quality that you expected. If an item is returned incomplete, we will either reject the return or deduct the cost of the missing components from the refund.
The moment a client allows an unauthorized third-party technician to open, repair, or modify any equipment supplied by Swiftsurf, all rights to a refund, exchange, or warranty facilitation are immediately voided. This is especially critical for solar inverters and CCTV DVRs. These devices contain sensitive electronics that can be easily damaged by untrained hands. If our engineers find evidence that a device’s "void if broken" seal has been tampered with by anyone other than a Swiftsurf authorized representative, we will deny all claims. This ensures that we are only held responsible for the integrity of the systems we have maintained ourselves. We provide specialized support for a reason; bypassing our experts is a breach of this agreement.
Approved refunds are typically processed within 10 to 14 business days. This duration allows our finance department to verify the return and our technical team to perform a final inspection of the hardware. However, in cases involving manufacturer warranty claims (RMA), the timeline is dictated by the manufacturer and can take significantly longer (sometimes 30 to 60 days). Swiftsurf is not liable for these third-party delays. We will provide the client with a tracking number or a status update regarding the manufacturer’s progress, but the refund or replacement will only be finalized once the manufacturer has fulfilled their obligation to us. We ask for our clients' patience during these complex logistical procedures.
Unless the return is due to a verified installation error by Swiftsurf, the client is responsible for all costs associated with shipping the equipment back to our central office in Nairobi. This includes the cost of a reputable courier and adequate insurance for the full value of the goods. If the equipment is lost or further damaged during return transit, the loss is borne by the client. We recommend that clients use a "signed-for" delivery service to ensure there is a clear record of receipt. This clause reflects the fact that once equipment is in the client's possession, they are the temporary custodians of that asset and must ensure its safe return to our inventory.
Solar batteries (Lithium-ion or Lead-acid) are "consumable" components. Their lifespan is directly affected by how they are charged and discharged. Swiftsurf does not offer refunds for batteries that have lost capacity due to "deep cycling" or improper usage by the client. If a battery is found to be faulty, we will facilitate a manufacturer warranty claim, but if the manufacturer's diagnostic shows that the battery was abused (e.g., left at 0% charge for an extended period), the claim will be denied. We provide clear guidelines on battery management, and failure to follow them constitutes user negligence. Refunds are only available for batteries that have a verified manufacturing defect within the first 30 days.
The hard drives used in CCTV systems are subject to high wear and tear. While Swiftsurf facilitates warranties for these drives, we are not liable for any loss of video data resulting from a drive failure. We do not offer refunds for "lost footage." A refund is only available for the physical hardware of the drive if it fails within the warranty period. We encourage clients to regularly back up important footage to an external source or the cloud. Our liability is strictly limited to the replacement of the physical storage medium, not the intangible data contained within it. This is a standard industry disclaimer that recognizes the inherent risks of digital storage technology.
Our internet services are provided on a "best effort" basis. This means that while we aim to provide the speed you subscribed to, external factors like atmospheric conditions (for wireless), network congestion, or third-party server issues can affect performance. Swiftsurf does not offer pro-rated refunds for temporary periods of slow speed unless the service is completely unavailable for more than 48 consecutive hours due to our internal network failure. If a client is unhappy with the speed, they may upgrade their plan, but they cannot claim a refund for past months of service based on perceived speed issues. This clause aligns our services with international telecommunications standards and manages user expectations regarding the nature of shared network infrastructure.
In the event of a Force Majeure situation—such as a national state of emergency, a massive cyber-attack on the banking system, or an act of war—Swiftsurf reserves the right to suspend all refund processing until the situation is stabilized. During such times, the liquidity and operational capacity of the company may be affected. We remain committed to our obligations, but we require the legal flexibility to prioritize the security of our remaining infrastructure and the safety of our team. Once the Force Majeure event has concluded, we will resume the processing of all valid refund claims in the order they were received. This ensures the long-term survival of the company and its ability to serve all its clients after the crisis.
If a dispute arises regarding a refund or a claim of liability that cannot be resolved through our customer service department, both parties agree to settle the matter through binding arbitration. The arbitration will be conducted in Nairobi, Kenya, in accordance with the Arbitration Act of Kenya. Each party will bear its own legal costs. This clause prevents expensive and public court battles that can damage the reputations of both the client and the company. Arbitration allows for a neutral, expert technical review of the facts, leading to a fair and final resolution. By using our services, you waive your right to a jury trial or a class-action lawsuit, agreeing instead to this professional and efficient dispute resolution process.
This Refund and Cancellation Policy is governed by the laws of the Republic of Kenya. Any legal proceedings that are not subject to arbitration shall be brought exclusively in the courts of Nairobi. This provides a clear and predictable legal environment for our operations. We comply with the Consumer Protection Act and the Data Protection Act, ensuring that our clients have the full benefit of Kenyan law. By establishing a "Choice of Forum," we prevent the legal confusion that can arise from multi-jurisdictional disputes, especially when dealing with international manufacturers. This clause ensures that our policy is interpreted within the context of the specific market conditions and legal standards of Kenya.
Swiftsurf reserves the right to cancel any ongoing service and refuse any future refunds if a client engages in harassment, threats, or abusive behavior toward our engineers or office staff. We have a "zero tolerance" policy for the mistreatment of our team. In such cases, the client will be refunded for any unfulfilled portion of their order, minus administrative fees, and their account will be permanently closed. We believe that professional respect is a two-way street. Protecting the mental and physical well-being of our verified engineers is a top priority, and we will not allow our staff to be subjected to a hostile work environment while they are trying to provide you with solar, CCTV, or internet solutions.
This Refund and Cancellation Policy, together with our Terms and Conditions, constitutes the entire agreement between the client and Swiftsurf Communication Enterprise Limited regarding the return of goods and the limitation of liability. It supersedes all prior oral or written promises. If any provision of this policy is found to be unenforceable by a court of law, the remaining provisions shall remain in full force and effect. This "Severability" clause ensures that our legal framework remains robust and resilient. We reserve the right to update this policy at any time, and the version of the policy that was active at the time of your purchase is the version that will govern your transaction.
For installations like solar panels or CCTV, the client is responsible for ensuring the site is ready and safe for our engineers. This includes providing stable access to roofs, ensuring walls are structurally sound for mounting, and removing any hazards. If an installation fails or equipment is damaged because the client’s site was not properly prepared (e.g., a wall collapses under the weight of a battery bank), Swiftsurf is not liable, and no refund will be issued for the damaged equipment. This clause emphasizes that our expertise is in technology, not civil engineering or general construction. We rely on the client to provide a suitable environment for the technology we provide.
The Kenyan power grid can be prone to surges and fluctuations. Swiftsurf strongly recommends the use of high-quality surge protectors and voltage stabilizers for all electronic equipment, including internet routers and CCTV DVRs. If equipment is found to have failed due to a power surge (identifiable by "burnt" components during technical inspection), neither Swiftsurf nor the manufacturer will provide a refund or a free replacement. This is considered an "environmental factor" rather than a product defect. Protecting your electronics from the grid is a client responsibility. We sell surge protection solutions specifically for this reason, and failure to invest in them constitutes a "User Risk" that we cannot be held liable for.
If you have subscribed to our digital marketing or communication services, you may cancel your subscription at any time with 30 days' notice. We do not offer pro-rated refunds for the current month. This notice period allows our team to wind down your campaigns and finalize any ongoing reports. Any "Pre-paid" annual subscriptions are refundable for the unused months, minus a 20% early termination fee. This ensures that our marketing team can manage their workload and that the costs of setting up your campaigns are covered. We believe in "Performance-Based Partnerships," but we also require a structured exit process to maintain our operational stability and protect our staff's time.
At the conclusion of every installation, our engineers will perform a comprehensive test in the presence of the client. The client will then be asked to sign a "Job Completion Form," which acts as a formal acceptance of the equipment and the installation quality. Once this form is signed, the client acknowledges that the system was working perfectly at the time of handover. Any subsequent claims for "installation defects" must be proven by a third-party expert at the client's expense. This sign-off procedure is the definitive moment of "Transfer of Responsibility" from Swiftsurf to the client. It ensures that both parties are satisfied with the outcome before the engineers leave the site, minimizing future disputes over the quality of the work.
Modern solar inverters and CCTV systems often require firmware or software updates. Swiftsurf is not liable for any malfunctions caused by "Automatic Updates" pushed by the manufacturer that may cause compatibility issues with your existing setup. If an update from a manufacturer like Huawei or Hikvision causes a glitch, this is a manufacturer issue. We can provide technical assistance to roll back or fix the update at a service fee, but this is not grounds for a refund. We do not control the software code of the products we resell, and our liability is limited to the physical hardware and the quality of our initial configuration.
Certain items we deal in—such as fiber optic connectors, cabling, solar mounting bolts, and cable ties—are considered "Consumables." Once these items have been used in an installation, they are non-refundable. We cannot "un-use" a cut piece of fiber cable or a bolt that has been driven into a roof. If you have purchased a "Bulk Pack" of consumables and have not opened it, you may return it within 7 days, but for any custom-cut cabling, the sale is final. This policy is necessary to manage the waste and inventory of the small components that make up large-scale technological systems. We ensure that all consumables used meet international quality standards before they are deployed to your site.
Swiftsurf Communication Enterprise Limited has appointed a Data Protection Officer to oversee the security of your personal information during the refund and service process. If you have concerns about how your payment data or ID verification information is being handled, you may contact our DPO at info@swiftsurfcommunication.com. We are committed to the Data Protection Act 2019 and ensure that all data collected for the purpose of processing a refund is kept secure and deleted once the statutory retention period has passed. This professional oversight ensures that your financial privacy is not compromised during the administrative procedures of return and cancellation, providing you with an extra layer of security and confidence.
All batteries used in solar systems degrade over time. This is a chemical reality, not a defect. Swiftsurf provides "Expected Lifespan" estimates based on manufacturer data, but we do not guarantee that a battery will last for a specific number of years. Factors like high ambient temperatures, frequent deep discharges, and high current loads will accelerate degradation. We do not offer refunds for batteries that have naturally lost capacity over time. A refund or replacement is only available if the battery fails prematurely due to a manufacturing defect (e.g., a "dead cell" within the first year). Understanding the nature of battery technology is essential for managing your solar investment, and we provide clear educational materials to help you maximize your system's life.
For our internet services, we provide a connection to the global internet. We do not control the routing paths chosen by international carriers or the latency of servers located in other countries. If a client is unhappy because their "Gaming Ping" to a server in Europe is higher than expected, this is not grounds for a refund or cancellation of the installation fee. Latency is subject to the laws of physics and the complex agreements between global ISPs. We guarantee a high-quality local connection, but we cannot be held liable for the performance of the "World Wide Web" once your data leaves our local network. This clause aligns our service level agreements with the technical realities of global telecommunications.
If a client is on a subscription plan for internet or CCTV monitoring, they must follow our 30-day cancellation procedure. If a client "unilaterally" cancels their direct debit or M-Pesa standing order without notifying Swiftsurf, they will be liable for the full month's fee plus a 10% administrative penalty. We plan our bandwidth and staffing based on our active subscriber count. Failing to follow the cancellation procedure causes operational disruption. We reserve the right to pursue the recovery of these funds through a debt collection agency if necessary. Following the official exit path ensures that your account is closed correctly, all equipment is retrieved, and your final bill is settled fairly.
Swiftsurf only supports and warranties products that were purchased directly through our official channels. If a client buys a solar panel or a CCTV camera from an unauthorized "Gray Market" dealer and then asks Swiftsurf to install it, we assume zero liability for the performance of that hardware. Even if we perform the installation, our warranty only covers the labor. If the gray-market hardware fails, we will not facilitate a manufacturer warranty claim, and we will not provide a refund. Clients who choose to buy hardware elsewhere to save money assume all risks associated with that hardware's authenticity and technical integrity. We recommend buying the full solution from Swiftsurf to ensure a single point of accountability.
When we install a CCTV system, the client agrees to use it for lawful purposes only and to comply with the Data Protection Act regarding the privacy of their neighbors and employees. Swiftsurf is not liable for any legal action taken against the client for "invasion of privacy" or "illegal surveillance." If a client asks us to install a camera in a prohibited area (like a restroom or a neighbor’s private window), our engineers will refuse the request. Our liability is limited to the technical function of the cameras; the ethical and legal use of the footage is entirely the client's responsibility. This clause protects Swiftsurf from being associated with any unethical or illegal use of the powerful surveillance technology we provide.
For special equipment that is not in our regular stock and must be "Pre-Ordered" from an international manufacturer specifically for you, the deposit is non-refundable. Once we have paid the international supplier, we cannot get those funds back. This applies to high-capacity solar inverters, specialized long-range CCTV thermal cameras, or enterprise-grade networking switches. We will make this "Non-Refundable" status clear on the invoice before you pay the deposit. This ensures that the client is fully committed to the purchase before we initiate a complex and expensive international procurement process. We value our ability to source specialized gear, but it requires a mutual financial commitment.
If an on-site inspection is required for a refund (to verify a fault), and the client is a "No-Show" for the scheduled appointment, we will charge a "Missed Appointment Fee" of 2,500 KES. Our engineers' time is valuable, and a missed appointment prevents us from serving other clients. This fee will be deducted from any eventual refund. If the client misses three consecutive appointments, the refund request will be closed, and the client will have to start the process again from the beginning. This clause ensures that clients take the refund process seriously and value our technical team's time. We offer flexible scheduling, but we require a basic level of cooperation to resolve your issue.
Wireless internet and CCTV signals can be affected by interference from other electronic devices, thick walls, or even large trees. Swiftsurf is not liable for "dead zones" or signal drops within a client's premises that are caused by the building's structure or external wireless noise. We provide range extenders and high-gain antennas for a fee to solve these issues, but "Interference" is not a product defect and is not grounds for a refund. Our engineers will perform a "Signal Survey" during installation to find the best placement, but the physical environment is out of our control. Clients must understand that wireless technology has inherent limitations and is not a "perfect" medium in all environments.
In some cases, a solar system may generate more power than a home can use. Swiftsurf is not liable for the "lost value" of this excess energy if the client does not have a "Net Metering" agreement with the utility company (Kenya Power). We design systems based on your current consumption, but weather patterns and usage changes can lead to excess power. This is not a system fault and is not grounds for a refund. We provide solutions to store this energy (batteries) or to dump it safely, but the "efficiency" of how you use your generated power is a management task for the client. Solar is an investment in self-generation, not a guaranteed "money-back" scheme for every watt produced.
Swiftsurf maintains a strict anti-bribery policy. Our engineers are paid fair wages and are not permitted to accept "tips" or "facilitation fees" to prioritize your work or to "look the other way" on a faulty return. Any attempt by a client to bribe a Swiftsurf engineer to falsify a technical report for a refund will lead to an immediate ban and the reporting of the client to the authorities. We pride ourselves on the integrity of our technical staff. By maintaining professional boundaries, we ensure that every refund decision is based on objective technical facts rather than personal favors. This integrity is what makes Swiftsurf the most trusted communication enterprise in the region.
This policy is written in English, the official language of business in Kenya. If a client requires a translation or an explanation in another language, they may request a consultation with our office. However, in the event of any conflict between the English version and a translation, the English version shall prevail. We strive to make our policies accessible to all our clients, regardless of their technical background. We use clear, professional language to ensure that everyone—from a home solar user to a corporate IT manager—can understand their rights and the limits of our liability. This clarity is the key to preventing "hidden" surprises and building a transparent business community.
As of 2026, the regulation of solar energy in Kenya is becoming more complex. Clients are responsible for ensuring their solar installations comply with all local municipal codes and Energy and Petroleum Regulatory Authority (EPRA) standards. Swiftsurf provides the hardware and the installation according to these standards, but the client must obtain any necessary "Owner Permits." If a local authority fines a client for an "unauthorized" installation because the client failed to obtain a permit, Swiftsurf is not liable for that fine, and it is not grounds for a refund. We are a technical provider, and while we provide guidance, the "Permit Compliance" is a legal duty of the property owner.
If you are using our CCTV systems for a "High-Risk" facility (such as a bank, a jewelry store, or a government building), you acknowledge that a CCTV system is a "Deterrent and Investigative Tool," not a guarantee of prevention. Swiftsurf is not liable for any breach of security that occurs despite the presence of our cameras. We are not a security guard company. Our liability is strictly limited to the technical performance of the cameras and recorders. If a thief manages to hide their face or cut the power to the system, this is not a product failure. Clients in high-risk zones should use our CCTV in conjunction with other security measures like physical guards and alarm systems for a truly comprehensive defense.
Every on-site visit and every delivery must be accompanied by an official Swiftsurf "Job Card" or "Invoice." You must not allow work to start without seeing these documents. They contain the details of the work to be done and the serial numbers of the products to be installed. These documents are your proof of service and are essential for any future refund claims. If you allow an engineer to perform "unrecorded work" that is not on a job card, you do so at your own risk. We only recognize and warranty work that is documented within our central digital system. This "Paper Trail" (digital or physical) is what protects you from unauthorized service and ensures that you have a clear path to recourse if something goes wrong.
For any matters relating to refunds, cancellations, or reports of personnel misconduct, please use our official communication channels. We are committed to resolving your issues with the same speed and efficiency that we apply to our technology.