Our Commitment to
Fair Resolution.
This Refund and Returns Policy governs all hardware purchases, software platform subscriptions, and professional services engagements entered into with Kendaall Tracking. We have written this policy to be read and understood by operations managers, procurement leads, and finance teams — not only by legal departments. Our goal is a process that is transparent, fair, and resolved quickly.
Four Categories. One Clear Framework.
Kendaall Tracking’s refund and returns framework covers four distinct purchase and engagement types. Each has its own eligibility window, process, and resolution timeline — all outlined in full in the sections below. This is the summary overview.
Hardware Devices
IoT tracking units, satellite modems, and mounting hardware are eligible for return within 30 calendar days of confirmed delivery, subject to condition requirements. A 24-month manufacturing warranty applies independently.
Software Subscriptions
Monthly and annual platform subscriptions are cancellable with written notice. Annual contracts cancelled within 30 days of renewal are eligible for pro-rata refund of the unused period, less professional services costs.
Warranty Claims
Manufacturing defects confirmed within the 24-month warranty window are resolved at no cost to the client — including replacement hardware dispatch, field technician coordination where applicable, and return logistics.
Professional Services
Integration, onboarding, and configuration services are governed by the Statement of Work in the client’s Master Services Agreement. Refunds for professional services are assessed on a milestones-delivered basis against the contracted scope.
Who This Policy Applies To, and What It Covers
This Refund and Returns Policy applies to all commercial relationships between Kendaall Tracking Limited, registered in Nairobi, Kenya, and its enterprise clients, channel partners, and resellers. It governs the purchase and return of Kendaall’s proprietary IoT hardware devices — including locomotive tracking units, asset monitoring sensors, satellite modems, LoRaWAN gateways, and all associated accessories — as well as subscriptions to the Kendaall asset intelligence platform, and any professional services delivered under a Statement of Work or Master Services Agreement.
This policy is designed to be read in conjunction with Kendaall’s Master Services Agreement, which governs enterprise platform subscriptions, and with individual purchase orders or hardware supply agreements where applicable. In the event of any conflict between the terms of a signed Master Services Agreement and the provisions of this policy, the Master Services Agreement takes precedence. Where no such agreement exists, this policy constitutes the complete and binding terms governing returns and refunds.
“We hold ourselves to one principle in every refund and return situation: the right resolution is the one our client would choose if they had written this policy themselves.”
Kendaall Tracking operates across multiple jurisdictions in East, Central, and Southern Africa, and has enterprise clients in the Middle East and Southeast Asia. This policy is governed by the laws of the Republic of Kenya. Clients operating under specific regional regulatory frameworks — including those in jurisdictions with statutory consumer protection requirements that may provide broader rights than those set out in this policy — retain all rights provided by applicable law. Kendaall Tracking does not contract out of any statutory right applicable to a client’s jurisdiction.
The practical administration of this policy is managed by Kendaall’s Customer Success team, led by James Mwangi. All return requests, refund claims, and warranty submissions are processed through a single intake process — initiated via email to returns@kendaalltracking.co.ke, via WhatsApp on +254 723 087 101, or through the client portal at the Kendaall platform dashboard. Enterprise clients with an assigned Customer Success Manager may also initiate returns directly through their CSM as the first point of contact.
Kendaall Tracking is committed to resolving every return or refund request with the same level of rigour and care that we apply to our platform deployments. Our expectation is that a client who needs to make a return claim will find the process clear, the communication responsive, and the outcome fair. Where a situation falls outside the explicit terms of this policy, we will use good-faith judgment to reach a resolution that reflects the spirit of a long-term partnership.
Every provision in this policy is built on three principles: transparency about what is eligible and what is not, so clients can plan procurement with confidence; speed in processing, because delays in resolution have real operational and financial costs; and genuine fairness, which means we will always consider the context of a situation — not only its literal compliance with policy terms — when deciding on the right course of action.
Responsive Processing
RMA issued within 2 business days. Refunds processed within 10–15 business days of hardware receipt.
Clear Timelines
Every stage of the return and refund process has a defined timeframe communicated to the client in writing.
Good Faith Always
Where a situation falls outside explicit policy terms, Kendaall applies good-faith judgment in the client’s interest.
Human-Led Review
Every return and refund request is reviewed by a named Kendaall team member with domain expertise, not an automated system.
IoT Device and Equipment Return Policy
Kendaall’s hardware devices are engineered and tested to perform in the most demanding industrial environments on the continent. The terms below govern the return of hardware that does not meet the client’s requirements, is defective on arrival, or requires replacement under warranty.
Kendaall Tracking manufactures and supplies a range of purpose-built IoT hardware products, including locomotive asset tracking units, mining equipment monitoring nodes, satellite and multi-network connectivity modems, LoRaWAN gateways, structural health monitoring sensors, and a full range of associated mounting hardware, cables, and installation accessories. All hardware products are subject to the return terms set out in this section, unless otherwise specified in a signed hardware supply agreement or Master Services Agreement.
The standard return window for Kendaall hardware is 30 calendar days from the date of confirmed delivery to the client’s nominated delivery address. The delivery date is defined as the date of acceptance signature on the courier or freight delivery note, or where electronic proof of delivery is used, the timestamp of the confirmed delivery event. Clients are encouraged to inspect all hardware deliveries within 5 business days of receipt and to notify Kendaall of any visible damage, missing components, or quantity discrepancies within that inspection window.
Hardware returned within the 30-day window is eligible for a full refund of the hardware purchase price, provided the return meets all applicable condition requirements set out below. Hardware that has been installed on an asset, deployed to the field, powered on in an operational environment, or subjected to environmental exposure beyond laboratory testing is not eligible for a standard 30-day return. Such hardware is assessed under the warranty process detailed separately in this policy.
When a return request involves hardware that was custom-configured for a specific client deployment — including devices with bespoke firmware builds, client-specific labelling, pre-provisioned SIM cards, or deployment-specific mounting configurations — the refund is subject to a restocking assessment. In most cases, custom-configured hardware that is returned in original condition and within the return window will receive a refund less a restocking fee of up to 15% of the hardware unit price. This fee reflects the cost of returning the device to a standard configuration. Kendaall will communicate the applicable restocking fee, if any, at the time of issuing the Return Merchandise Authorisation.
International returns — covering clients based outside Kenya who purchased hardware for cross-border deployment — follow the same 30-day return window but require additional lead time for customs documentation, export permits where applicable, and international freight arrangement. Kendaall’s operations team will provide a complete international return guide, including recommended freight providers and customs documentation templates, within 2 business days of return authorisation for international clients. Cross-border return shipping costs are borne by the client for non-defect returns, and by Kendaall for verified warranty and defect returns.
Standard return window from confirmed delivery
Five Steps to a Resolved Return
Every Kendaall return and refund request follows a defined five-step process. Here is exactly what to expect, from the moment you contact us to the moment your refund clears.
Contact Customer Success
Email returns@kendaalltracking.co.ke or WhatsApp +254 723 087 101 with your account number, deployment reference, and reason for return. Response within 1 business day guaranteed.
Receive Your RMA
Kendaall issues a Return Merchandise Authorisation number within 2 business days if the return is eligible. The RMA confirmation email includes your unique reference, the return shipping address, and packaging instructions.
Package and Ship
Repackage hardware securely using original or equivalent protective packaging. Mark the RMA reference number clearly on the outer carton. Ship using a tracked freight service to the returns address provided.
Inspection and Decision
Kendaall’s hardware team inspects returned units within 5 business days of receipt. You receive a written outcome confirmation — either refund approval, restocking fee notification, or warranty assessment — via email.
Refund Processed
Approved refunds are processed to the original payment method within 10 to 15 business days of the inspection outcome confirmation. A remittance advice is sent by email upon processing.
Cancellation Terms and Subscription Refunds
Kendaall Tracking’s platform subscriptions are offered on monthly and annual billing cycles. The cancellation and refund terms for each billing cycle are designed to reflect the nature of the commitment made at the time of subscription, while providing clients with a clear and equitable path to exit should their operational requirements change.
All subscription cancellation requests must be submitted in writing — via email to accounts@kendaalltracking.co.ke or via the Client Portal subscription management section — and must include the client account number, the subscription identifier, and the intended cancellation date. Verbal or WhatsApp cancellation requests will be acknowledged and a written confirmation requested before any cancellation is processed. The effective date of cancellation is the date on which the written confirmation of the cancellation request is issued by Kendaall to the client.
Refunds for software subscriptions are calculated against the paid subscription fee for the relevant billing period, net of any applicable integration, onboarding, or professional services costs that were bundled into the subscription pricing at the time of contract. Where professional services costs were invoiced separately, the subscription refund calculation is applied to the platform subscription fee only. Kendaall does not refund professional services fees for services that have been delivered and accepted by the client under the relevant Statement of Work.
Clients who believe that the Kendaall platform has materially failed to perform as specified in the Master Services Agreement — and who can document that failure with reference to the agreed Service Level Agreement metrics — are entitled to request a service credit or partial refund under the SLA remedies provisions of their Master Services Agreement, independently of the general subscription cancellation terms set out in this section. SLA remedy claims should be submitted to the client’s assigned Customer Success Manager with supporting evidence from the Kendaall platform dashboard or Kendaall’s own monitoring records.
Data portability is a commitment that Kendaall makes to every client upon subscription termination. Within 30 days of the effective cancellation date, Kendaall will provide a complete export of all client operational data — including historical telemetry, alert records, maintenance event logs, and compliance documentation — in a machine-readable, industry-standard format. This export is provided at no charge as part of the standard offboarding process. Client data is retained on Kendaall’s encrypted infrastructure for a further 90 days following the export to allow for retrieval of any data missed in the initial export, after which it is securely deleted in accordance with Kendaall’s data retention and deletion policy.
Month-to-Month Plans
Monthly subscriptions may be cancelled at any time with 30 days’ written notice from the client to Kendaall. The cancellation takes effect at the end of the current billing month following expiry of the notice period. No refund is applicable to the current billing month in which the cancellation notice is received. The client retains full platform access for the duration of the current billing month plus the 30-day notice period. There are no early termination fees or exit penalties associated with monthly subscription cancellations.
Annual Contract Plans
Annual subscriptions are entered into for a fixed 12-month term. Cancellations initiated within 30 days of the annual renewal date are eligible for a pro-rata refund of the unused subscription months, calculated from the effective cancellation date to the end of the contract year, less any professional services or integration costs incurred during the term. Mid-term cancellations — those initiated more than 30 days after the annual renewal date — are subject to the early termination terms specified in the client’s Master Services Agreement. Where no specific early termination provision exists, the standard approach is a pro-rata refund of the remaining term, less a 20% early termination fee applied to the total annual contract value.
Platform Performance Credits
Where Kendaall’s platform fails to meet the contracted 99.7% uptime SLA in any given calendar month, clients are entitled to a service credit against the following month’s invoice. The credit value is calculated as one day’s subscription fee for every full hour of unscheduled downtime beyond the SLA threshold, up to a maximum of 30 days’ subscription fee in any single month. Credits are applied automatically based on Kendaall’s own monitoring records, and clients will receive a credit notification and revised invoice within 5 business days of the affected month’s close.
What Our 24-Month Warranty Covers — and What It Does Not
Kendaall hardware is built to IP67 certification for field deployment in the most demanding industrial environments on the continent. Our warranty reflects our confidence in the hardware we manufacture — and sets clear expectations about the conditions under which warranty protection applies.
What Is Covered
24-Month Coverage from Delivery
Kendaall’s 24-month hardware warranty provides full coverage against manufacturing defects, component failure under normal operational conditions, and firmware-induced hardware malfunction. If a covered failure occurs, Kendaall will — at its election — repair, replace, or provide a refund credit for the affected unit at no cost to the client, including return shipping and replacement dispatch.
What Is Not Covered
Warranty Exclusions
The warranty does not cover damage or failure attributable to conditions outside normal operation. Kendaall’s hardware is designed for demanding environments, and the warranty reflects the expected operational parameters communicated at the time of sale and documented in the product technical specification sheet provided with each device.
Claiming Under Warranty
Process and Timelines
To submit a warranty claim, contact Kendaall’s customer success team with the device serial number, a description of the observed failure, and — where possible — telemetry logs or error codes from the Kendaall platform dashboard. Kendaall will assess the claim remotely where sufficient diagnostic data is available, or issue an RMA for return and inspection where a physical assessment is required. In verified warranty cases, replacement hardware is dispatched within 5 business days of claim confirmation.
Real People. Real Expertise. Real Resolution.
Every return, warranty claim, and refund request is handled by a named Kendaall team member — not an automated ticket system. These are the individuals responsible for ensuring that every client resolution is handled with the care and speed it deserves.
James leads all client resolution processes, including return authorisations, warranty assessments, and refund processing. With eight years of enterprise logistics technology support experience and a mechanical engineering background, James brings both technical and operational insight to every claim he handles. He oversees the team responsible for ensuring every return request is resolved within policy timelines.
Amina manages the operational processing of all hardware return and refund claims, coordinating between the customer success team, Kendaall’s hardware quality assurance team, and the finance department to ensure that every eligible return is processed accurately and within the committed timelines. With a background in supply chain management and seven years of logistics industry experience, Amina brings precision and empathy to every client interaction in the returns process.
David leads Kendaall’s hardware quality assurance team and manages all warranty claim assessments. A qualified electronic engineer with ten years of field experience in industrial IoT device deployment across East Africa, David personally reviews every warranty claim that requires physical inspection, ensuring that assessments are accurate, fair, and technically rigorous. He also leads the hardware testing and certification programme for all new Kendaall device generations.
Situations Where Returns Do Not Apply
Kendaall Tracking’s refund and returns policy is designed to be fair and accessible — but it cannot cover every situation uniformly, and there are categories of purchase and circumstance where a return or refund is not available. Understanding these exclusions is as important as understanding the coverage, and we have written this section to be as clear and specific as possible so that there are no surprises.
Professional services delivered and accepted under a Statement of Work are not refundable. Once a deliverable has been accepted by the client — whether that acceptance is explicit, implied by use, or confirmed at a project milestone review — the professional services fee associated with that deliverable is earned and non-refundable. Where a deliverable has not been accepted due to a performance failure on Kendaall’s part, the client should raise a formal dispute under the dispute resolution provisions of their Master Services Agreement rather than a standard refund request.
Hardware that has been customised to a client-specific specification — including bespoke enclosure modifications, client-branded firmware, pre-provisioned SIM cards registered to the client’s account, or deployment-specific antenna configurations — is not eligible for a standard return refund if the customisation renders the unit unsaleable in its current configuration. In these cases, Kendaall will assess refund eligibility on a case-by-case basis and will always communicate the outcome and reasoning clearly to the client.
Consumable components — including batteries, SIM cards, antenna cable assemblies, and mounting adhesives — are not covered by the standard return policy or the hardware warranty, as their operational life is inherently consumption-dependent. Replacement consumables are available through the Kendaall hardware portal and are dispatched within 3 business days for clients with active platform subscriptions.
Delivered Professional Services
Integration configuration, onboarding sessions, custom dashboard build work, and training delivered and accepted under a Statement of Work. Once accepted, these services are earned and non-refundable regardless of subsequent subscription changes.
Hardware Beyond the 30-Day Window
Hardware returned after the 30-calendar-day return window has expired is not eligible for a standard return refund. Such hardware is assessed under the warranty process only, and refunds are not available as a warranty remedy — replacement or repair are the applicable remedies.
Field-Deployed or Installed Hardware
Any hardware that has been physically installed on an asset, connected to power systems, or exposed to operational field conditions — regardless of whether it was powered on — is assessed under warranty terms, not standard return terms.
Physically Damaged Hardware
Hardware showing physical damage attributable to handling, installation error, impact, liquid ingress beyond IP67 rating, electrical surge, or unauthorised modification is excluded from both standard return and warranty coverage, and will be assessed for repair at cost.
Consumable Components
Batteries, SIM cards, antenna assemblies, mounting adhesives, and cable consumables are not covered by return or warranty provisions, as their service life is inherently dependent on operational consumption rather than manufacturing quality.
Custom Firmware and Configuration
Hardware units that have received client-specific firmware flashing, IMEI registration, or bespoke configuration that materially alters the unit from its standard specification are assessed for returnability on a case-by-case basis.
What We Commit to Every Client Who Raises a Claim
Kendaall Tracking’s approach to returns and refunds is grounded in the same philosophy that governs our approach to everything else: that the clients we serve are running critical operations, and that delays, ambiguity, or poor communication in the resolution process have real operational and financial consequences. We do not treat refund and return administration as a back-office function separate from the client relationship — it is part of the client relationship, and we manage it accordingly.
Every return or refund request raised with Kendaall will receive a substantive, written response from a named team member within 1 business day of receipt. That response will either confirm that the request is being processed under the applicable policy terms, explain any additional information needed to assess eligibility, or escalate the matter to a senior customer success or management contact where the situation warrants it. Clients will never receive an automated acknowledgement as the only response to a refund or return request.
Where Kendaall determines that a return or refund request is not eligible under the terms of this policy, the client will receive a written explanation of the reasoning — with specific reference to the applicable policy provision — and an explanation of any alternative resolution options available. Clients who disagree with Kendaall’s assessment have the right to escalate the matter to Kendaall’s senior management team, whose contact details will be provided in the ineligibility notification. Kendaall commits to a senior management review within 5 business days of any escalation request.
Kendaall also commits to a continuous improvement process for this policy. Where a pattern of client feedback indicates that a policy provision is unclear, unfair, or does not reflect the realities of how our clients operate, we will review and revise the relevant provision. The effective date and version number at the top of this policy are updated with every substantive revision. Clients are notified of material policy changes at least 30 days before the change takes effect, via email to their account contact and a platform dashboard notification.
1 Business Day Response
Every claim receives a substantive, named-staff response within 1 business day of receipt — never just an automated acknowledgement.
Defined Timelines
RMA within 2 days. Inspection within 5 days of receipt. Refund within 10–15 business days. Every step committed in writing.
Escalation Path
Clients who disagree with an assessment have a clear escalation route to Kendaall’s senior management, with a 5-business-day review commitment.
Named Staff Ownership
Every return and refund claim is owned by a named Kendaall staff member who is accountable for its resolution from intake to close.
Written Reasoning
Where a request is not eligible, Kendaall provides a clear written explanation citing the specific policy provision — no generic rejections.
30-Day Policy Change Notice
Material policy changes are communicated to all clients at least 30 days before taking effect, with full disclosure of what has changed and why.
Business Day Response
Committed response time for every return or refund request submitted
Day Return Window
Calendar days from confirmed delivery for eligible hardware returns
Month Hardware Warranty
Manufacturing defect and component failure coverage on all Kendaall devices
Business Days to Refund
Maximum processing time from hardware receipt to refund cleared
Need to Start a Return or
Discuss a Refund?
Our customer success team handles every return and refund request personally, with a commitment to respond within one business day. Reach us on WhatsApp for the fastest response, or submit a formal request via email or the client portal. We want your resolution to be fast, fair, and straightforward.
This Refund and Returns Policy is governed by and construed in accordance with the laws of the Republic of Kenya. Any dispute arising from the application of this policy that cannot be resolved through Kendaall’s internal escalation process shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya. Clients retaining statutory rights under their own jurisdiction’s consumer or commercial protection legislation are not affected by this governing law clause with respect to those statutory rights. This is version 3.2 of the policy, effective 1 June 2025. The previous version (3.1, effective 1 January 2024) remains available from Kendaall upon written request. Kendaall Tracking reserves the right to amend this policy at any time, with material changes communicated to active clients no less than 30 days prior to the effective date of the amendment. Policy enquiries may be directed to legal@kendaalltracking.co.ke.