Payment Policy

Last updated: April 7, 2026

• 1. Payment Options
• 2. Payment Terms
• 3. Service-Specific Payment Terms
• 4. Fees
• 5. Refunds & Cancellations
• 6. Disputes & Chargebacks
• 7. Force Majeure
• 8. Contact Us

1. Payment Options

• Pay on Delivery (POD): Cash, M-Pesa, or Card upon delivery of equipment.
• Advance Payment: Full online payment via M-Pesa, Card, or Bank Transfer before delivery or service.

2. Payment Terms

• High-value equipment requires a 50% deposit in advance.
• Full payment is required before installation or service is performed.
• Equipment will not be released without the required payment.

3. Service-Specific Payment Terms

• Installation & Maintenance Services: Full payment is required at the time of booking. No service is scheduled without payment.
• Bulk Equipment Orders: A 50% deposit is required before processing; balance cleared before delivery.

4. Fees

• Delivery Fee: Calculated based on distance and size of equipment.
• Service Fee: Covers installation, maintenance, technical support, and administrative costs.

5. Refunds & Cancellations

• Refunds may be processed minus service or delivery fees for canceled orders or services.
• Refund timeframe: 7–14 business days via M-Pesa, Bank, or Card.
• Non-refundable items: Custom-built equipment or consumables unless defective.

6. Disputes & Chargebacks

• Report payment or service issues within 48 hours via support@instapilau.com.
• Unauthorized chargebacks may lead to account suspension and investigation per PCI-DSS standards.

7. Force Majeure

We are not liable for delays or cancellations caused by events beyond our control, including natural disasters, strikes, or network outages.

8. Contact Us

• Email: support@instapilau.com
• Phone: +254 111 229 420 (Mon–Sun, 9 AM – 6 PM EAT)
• Address: Ring Rd Westlands Ln, Nairobi, Kenya