Complaints and Dispute Resolution Policy

Email support@bizclinic.africa or message us on WhatsApp at +254113132508. Include your name, the email or phone number on your account, any payment reference, what went wrong, and what outcome you are asking for.

We acknowledge your complaint within two business days and aim to resolve it within ten business days. If we need longer, we will tell you why and give a new date.

If you are not satisfied with the response, reply asking for escalation. A director of The Business Clinic Limited who was not involved in the first response will review the complaint and give a written final response within ten business days of escalation.

For charges, cancellations and refunds, the Refund and Cancellation Policy applies first. If you also raise a dispute with your bank, card issuer or mobile money provider, we will provide our order and delivery records to the payment processor and abide by the outcome of that process for the disputed charge.

Complaints about how we handle personal data can be sent to privacy@bizclinic.africa. You may also complain to the Office of the Data Protection Commissioner under the Data Protection Act, 2019.

If a dispute is not resolved within 30 days after our final written response, either party may refer it to mediation in Nairobi by a mediator agreed between the parties. If mediation does not resolve the dispute within 30 days, or a party declines to mediate, the dispute may be referred to arbitration in Nairobi under the Arbitration Act, 1995, before a single arbitrator, in English.

If you are using ClariFi as a consumer, arbitration is optional for you: you may instead bring a claim in the Small Claims Court or other competent court in Kenya, or make a complaint to the Competition Authority of Kenya.

This policy and any dispute about ClariFi are governed by the laws of Kenya, as set out in our Terms of Service.