return and refund policy – Water and gas delivery

Fresh Springs Water Delivery – Full Service Policy

At Fresh Springs, we are dedicated to delivering high-quality purified water with integrity, speed, and professionalism. The following policy outlines our terms for delivery, refunds, bottle handling, and customer responsibilities:

1. Goods Sold Are Final

All goods once sold are non-returnable.
Please confirm your order and payment details before completing any purchase.

2. Refund Policy for Late Deliveries

If you make a prepaid order and it is not delivered within the promised time, you may request a refund.
Express deliveries (promised within 20 minutes) qualify for a refund if delivery fails without valid reason.
Refund requests must be made within 24 hours of the delivery failure.

To request a refund, contact us with:

Order number
Payment confirmation (e.g., M-Pesa receipt)
Date and time of the order

Contact Options:

Call/WhatsApp: 0740940314

3. Water Quality & Storage Disclaimer

Our water is purified using advanced technology , ensuring it is clean and safe at the time of delivery.
Once delivered, storage becomes the customer’s responsibility.
Fresh Springs will not be liable for contamination or spoilage caused by:
- Storing water in dirty or unsafe containers
- Leaving bottles in heat or direct sunlight
- Poor hygiene or handling at the customer’s premises

Recommendation: Always store water in a clean, cool, and shaded place to maintain purity.

4. Bottle Collection & Replacement

Upon collection, our team will inspect your bottle to confirm it is undamaged and reusable.
If a bottle is found damaged at pickup, we may decline to refill for safety reasons.
If your bottle gets damaged while in our hands, we will:
- Replace it with a similar bottle within 14 days
- Provide one of our own bottles temporarily, so you continue receiving water without disruption
  Payment Terms
  Customers must pay in full at the time of delivery.
  Accepted payment methods include cash or M-Pesa.
  All M-Pesa payments must be made to Joseph Thuo Koine. Payments made to any other name or number will be considered invalid.
  Order Confirmation & Address Details
  Orders are processed only after accurate delivery details are provided.
  Customers must provide proper address details, including street name, apartment, and house number (where applicable).
  Failure to provide accurate information may lead to delays or cancellation of the order.
  Delivery and Inspection
  Customers may inspect the product at delivery before making payment.
  An adult (18 years or older) must be present at the delivery location to receive the order or hand over empty bottles.
  If the residence has a gatekeeper/security, customers should inform them in advance to allow quick access.
  Once payment is made, the order is considered complete unless covered under our return policy.
  Non-Payment
  If payment is not made at delivery, the order will be canceled and items returned.
  Repeat cases of non-payment may result fail delivery
  Cancellations
  Customers must notify us when canceling an order.
  Cancellations should be made at least 1 hour before delivery.

Thank you for choosing Fresh Springs. Your trust and satisfaction are our priority.
For any support, contact us anytime.