CLIKFAST VENTURES – CUSTOMER SERVICE CHARTER

Effective Date: 02 January 2026
Last Updated: 02 January 2026
Company: Clikfast Ventures (Nairobi, Kenya)
Contact: +254 721 374171 | support@clikfast.co.ke

1. Purpose of This Service Charter

This Customer Service Charter is our commitment to providing reliable internet services, fair customer care, and transparent communication to our customers. It sets out:

• The service standards you should expect from us

• Your rights and responsibilities as a customer

• How to reach us and how to lodge a complaint

• What we will do if our standards are not met

This approach is consistent with the principles of customer awareness, service standards, customer rights/responsibilities, and complaints processes emphasized in service charters in Kenya’s communications sector.

2. Our Services

Clikfast Ventures provides the following services (subject to coverage and technical feasibility):

• Fibre Internet (FTTH)

• Fixed Wireless Internet

• Business Internet Solutions

• Home Wi-Fi Setup & Optimization

• Wi-Fi Extenders / Mesh Wi-Fi Solutions

• Support & Maintenance

• CCTV & Smart Security Installations (where applicable)

3. Our Service Promise (What You Can Expect)

We commit to delivering:

1. Quality service and professional installation

2. Clear information about packages, pricing, and terms

3. Responsive customer support and timely updates

4. Fair treatment and a clear complaints process

5. Privacy and security in how we handle customer information, consistent with Kenya’s privacy protections and data protection framework

4. Service Standards

4.1 Sales & Enquiries

• We will respond to calls/WhatsApp messages as quickly as possible during working hours.

• We will provide clear information on:

  • Package speeds and pricing

  • Installation requirements and fees

  • Coverage confirmation process

  • Expected setup timelines and any limitations

4.2 Installation & Activation

• We will schedule installation based on availability and coverage confirmation.

• We will carry out a neat and safe installation, including:

  • Proper mounting/termination

  • Basic router configuration (Wi-Fi name and password)

  • Connection testing before handover

• Standard installation fee: KSh 1,500 (one-time), unless otherwise stated in a written quotation.

4.3 Network Performance & Reliability

• We aim to provide stable service and to address faults promptly.

• Where network maintenance is planned, we will notify customers where reasonably possible.

• We apply appropriate safeguards and security measures for our services and will inform customers if there is a particular risk of network security breach, consistent with consumer protection expectations.

4.4 Customer Support & Fault Resolution

When you report a fault, we will:

• Acknowledge your report and open a support ticket

• Perform remote checks where possible

• Schedule an onsite visit where necessary

• Provide updates on progress until resolution

Typical targets (guidelines):

• Critical outage (no service): prioritised response and troubleshooting

• Intermittent/slow service: diagnostics and corrective action based on cause (coverage, device, congestion, configuration)

• Wi-Fi coverage issues: advice on placement/mesh/extenders and configuration support

(Note: resolution time may depend on access to premises, power issues, third-party outages, vandalism, or force majeure.)

4.5 Billing, Payments & Account Management

We commit that:

• Customers will be charged only for the services subscribed to and in accordance with the agreed plan.

• We will issue receipts/confirmations where applicable.

• We will explain any changes to pricing or package terms before they apply.

4.6 Outages, Credits & Remedies

If service is unavailable for reasons attributable to us (and not caused by customer equipment, power failure on customer premises, or damage at customer premises), we will assess and apply a fair remedy where appropriate, including service time extension or outage credit, consistent with the “outage credit” concept recognized in Kenya’s communications consumer protection framework.

5. Customer Rights

As our customer, you have the right to:

• Reasonable quality of service and clear information needed to benefit from the service

• Clear disclosure of rates, terms and conditions and fair charging

• Privacy in relation to your personal information and communications, subject to lawful requirements

• A clear process to lodge complaints and receive feedback on the outcome

6. Customer Responsibilities

To help us serve you better, customers are expected to:

• Provide accurate contact and location information

• Ensure access to premises for installation and troubleshooting

• Use services responsibly and protect their home/office Wi-Fi (strong passwords, safe device use)

• Take reasonable care of installed equipment and report faults promptly
  These responsibilities align with consumer expectations in Kenya’s communications consumer protection rules (use services appropriately, honour contract obligations).

7. Complaints Handling Procedure

We treat complaints seriously and aim to resolve them fairly and quickly. Communications consumer protection frameworks emphasise a clear complaint process and customer care standards.

Step 1: Contact Clikfast Support

Provide:

• Your name and phone number

• Service location

• A brief description of the issue

• Best time to reach you

Contact: +254 721 374171 | support@clikfast.co.ke

Step 2: Ticket Creation & Investigation

We will:

• Log the complaint and begin investigation

• Share updates and expected next steps

• Request additional information if needed (e.g., router lights, speed test results)

Step 3: Resolution & Feedback

We will:

• Confirm resolution with you

• Apply remedies where appropriate (e.g., service extension/outage credit)

• Record feedback to improve our service

Step 4: Escalation (If Not Resolved)

If you are not satisfied, request escalation to management via:

• Email: support@clikfast.co.ke

• WhatsApp/Call: +254 721 374171

If still unresolved, you may pursue further avenues available under Kenya’s communications consumer protection environment, which provides for consumer protection and customer care standards.

8. Privacy & Data Protection Commitment

We collect and use customer data only for legitimate purposes such as service delivery, billing, support, and compliance. We implement reasonable safeguards to protect personal data and respect the constitutional right to privacy.
For more details, please refer to our Privacy Policy on our website.

9. Accessibility & Non-Discrimination

Clikfast Ventures is committed to serving all customers fairly and respectfully, without discrimination.

10. Review of This Charter

We review and update this Service Charter from time to time to ensure it remains accurate and useful, consistent with the idea that service charters should remain current.

11. Quick Summary (Optional “at-a-glance” box for your page)

• Installation: KSh 1,500 (one-time)

• Support: Call/WhatsApp +254 721 374171

• Our Promise: Reliable service, clear pricing, responsive support

• Complaints: Ticket logged → investigated → resolved → escalation if needed

• Privacy: Handled under Kenya’s privacy and data protection framework