Terms & Conditions

Terms and Conditions, Refund Policy & Service Level Agreement

Orbit Internet Kenya

1. Introduction

These Terms and Conditions (“Terms”) govern the provision of satellite internet installation and related services (“Services”) by Orbit Internet Kenya (“we”, “our”, or “the Company”) to any individual, business, or organization (“Client”, “you”, or “your”).

By engaging our services, you confirm that you have read, understood, and agreed to these Terms.

2. Services Offered

Orbit Internet Kenya provides professional satellite internet services, including:

Site survey and consultation for installations
Delivery and installation of satellite internet equipment (dish, router, mounts, etc.)
System alignment, Wi-Fi configuration, and testing
Post-installation support and basic troubleshooting

We do not manufacture satellite hardware but may assist clients in sourcing genuine equipment from trusted suppliers.

3. Service Coverage

Our services are available across Kenya for:

Residential clients
Businesses and SMEs
Institutions and organizations

Service delivery may depend on feasibility factors such as terrain, accessibility, and signal obstruction.

4. Client Responsibilities

By requesting our services, you agree to:

Provide a safe and accessible installation environment
Obtain necessary permissions from property owners or management
Share accurate location and contact details
Pay all agreed fees as per quotation

Clients must ensure they have a complete and functional satellite internet kit before installation. We are not liable for faulty or incomplete equipment from third-party suppliers.

5. Pricing and Payment

Service fees vary based on:

Location
Installation complexity
Required accessories

A quotation will be issued before work begins.

Payment must be made via agreed methods (M-Pesa, bank transfer, or cash) either before or upon completion of installation.

We reserve the right to revise pricing for future services without prior notice.

6. Workmanship Warranty

We provide a 14-day installation warranty covering:

Proper mounting and stability
Cable installation
Initial configuration

This warranty does not cover:

Faulty hardware
Software or firmware issues
Damage due to weather, misuse, or tampering

Additional support outside the warranty period may incur charges.

7. Limitation of Liability

Orbit Internet Kenya shall not be held liable for:

Internet outages caused by satellite service providers
Signal issues due to environmental or geographical factors
Delays in hardware delivery or availability
Data loss or unrelated equipment damage

Satellite internet performance depends on factors beyond our control.

8. Cancellation and Rescheduling

Clients must provide at least 24 hours’ notice for cancellations or rescheduling.

Failure to do so may attract a KES 2,000 cancellation fee to cover logistics and technician travel.

9. Intellectual Property

All content, materials, and branding on our platforms are the property of Orbit Internet Kenya and may not be reproduced or distributed without permission.

10. Privacy and Data Protection

We respect your privacy. Any personal information collected is used strictly for service delivery and will not be shared with third parties without consent, unless required by law.

11. Dispute Resolution

We encourage clients to contact us directly for any concerns. If a resolution cannot be reached, disputes will be handled in accordance with Kenyan law.

12. Amendments to Terms

Orbit Internet Kenya reserves the right to update these Terms at any time. Changes take effect immediately upon publication.

13. Refund Policy

13.1 General Policy

We aim to deliver high-quality services. Refunds are only issued under specific conditions outlined below.

13.2 Refund Eligibility

Refunds may be granted if:

Payment was made but service was not delivered
Installation could not proceed due to technical limitations
Duplicate payments were made

Approved refunds are processed within 7–14 business days.

13.3 Non-Refundable Services

The following are non-refundable:

Completed installations
Site visits or consultation fees
Logistics and transport costs
Successfully delivered services

13.4 Equipment Disclaimer

We do not manufacture equipment. Hardware purchased via third parties is subject to supplier warranty policies.

We are not responsible for:

Hardware defects
Replacement or refund of equipment

13.5 Cancellation Refunds

Full/partial refunds may be issued if canceled before dispatch
If canceled after dispatch, logistics costs may be deducted

13.6 Refund Requests

All refund requests must include:

Proof of payment
Reason for request

Each request is reviewed individually.

14. Service Level Agreement (SLA)

14.1 Service Commitment

Orbit Internet Kenya is committed to delivering reliable and professional installation services.

14.2 Installation Timelines

Standard installations: 1–3 business days
Complex or remote setups may take longer

14.3 Working Hours

Monday to Saturday: 8:00 AM – 6:00 PM
Emergency services available upon request

14.4 Support Response Time

2–6 hours during working hours
Up to 24 hours for non-urgent issues

Support includes troubleshooting and configuration assistance.

14.5 Performance Disclaimer

We are responsible for installation only.

We do not guarantee:

Internet speed
Network uptime
Latency

Performance depends on external service providers and environmental conditions.

14.6 Maintenance and Support

Warranty support within 14 days
Paid maintenance services available afterward

14.7 Client Responsibilities

Clients must:

Ensure stable power supply
Maintain installed equipment
Avoid tampering
Report issues promptly

14.8 Service Interruptions

We are not responsible for interruptions caused by:

Satellite provider outages
Weather conditions
Power failures
External interference

14.9 Escalation Process

Clients may escalate unresolved issues. We aim to resolve escalations within 48 hours.

14.10 Continuous Improvement

We continuously improve our services through:

Technician training
Customer feedback
Process enhancements

15. Contact Information

For any inquiries regarding these Terms, Refund Policy, or SLA, please contact Orbit Internet Kenya through our official communication channels.