Service Policy

Last updated: May 2026  |  Effective: 1 January 2025

This Service Policy governs all professional services provided through or facilitated by Furnostyles, including home repairs, installation, interior design, gypsum ceilings, carpentry, plumbing, electrical work, painting, and renovation services.

1. Service Booking

• Services are booked via the Furnostyles Platform, WhatsApp (+254 713 639 205), phone, or the contact form.
• A booking confirmation will be sent by SMS or email once a service provider is assigned and a time slot is confirmed.
• For complex projects (renovations, interior design, full-house finishing), a site visit or consultation will be scheduled before work commences.
• A deposit of 30%–50% of the quoted amount may be required for large or multi-day service engagements. The balance is due upon satisfactory completion.

2. Quotes & Pricing

• All service quotes are provided in Kenyan Shillings (KES) and are valid for 14 days from the date of issue.
• Quotes are based on information provided by the customer. Any changes to the scope of work after a quote is accepted may result in revised pricing.
• For emergency repairs, a call-out fee applies in addition to the repair cost. This will be communicated before the technician is dispatched.
• Material costs are quoted separately from labour costs where applicable.

3. Service Delivery & Timelines

• Furnostyles aims to schedule standard repair and installation services within 1–3 business days of booking in Nairobi.
• Emergency repairs are prioritised and attended to within 2–6 hours in Nairobi, subject to availability.
• Upcountry service scheduling: 3–7 business days.
• Renovation and interior design projects are planned and executed according to agreed project timelines communicated at the start of the engagement.
• Delays caused by factors outside our control (e.g., material supply chain issues, access restrictions) will be communicated promptly.

4. Service Standards

All Furnostyles service providers and technicians are required to:

• Arrive at the agreed time and location, or provide advance notice of any delay.
• Carry valid identification and Furnostyles authorisation.
• Complete work to professional standards using quality materials.
• Leave the work area clean and tidy upon completion.
• Respect the customer’s property and privacy at all times.
• Obtain explicit customer approval before making any changes beyond the agreed scope.

5. Service Satisfaction & Re-Service

If you are not satisfied with a completed service:

• Notify Furnostyles within 48 hours of service completion with a description of the issue.
• We will inspect the work and, if the issue is due to poor workmanship, arrange a free re-service within 5 business days.
• Re-service requests are covered for 90 days from the date of service completion (see Warranty Policy for full workmanship warranty terms).
• If the issue is not resolved after a re-service, a partial or full refund may be issued at Furnostyles’ discretion.

6. Cancellations & Rescheduling

• Customer cancellations: Cancel at least 24 hours before the scheduled appointment at no charge. Cancellations with less than 24 hours’ notice may incur a cancellation fee of up to KES 500.
• Deposits: Deposits are refundable if cancelled more than 24 hours in advance. Deposits are non-refundable for same-day cancellations unless Furnostyles is unable to fulfil the booking.
• Rescheduling: Free rescheduling is available with at least 24 hours’ notice. Contact us on WhatsApp or by phone to reschedule.
• Provider no-show: If a Furnostyles technician fails to arrive without notice, a full deposit refund will be issued and priority rescheduling arranged.

7. Safety & Access

Customers must ensure that the service location is safe and accessible for our technicians. This includes switching off relevant utilities (electricity, water) where required, removing obstructions, and ensuring that pets are secured. Furnostyles technicians may decline to proceed if the work environment poses a safety risk, and in such cases no cancellation fee will be charged.

Related: Warranty Policy  |  Dispute Resolution  |  All Repair Services  |  All Services