INTRODUCTION

At Clifton Gas, we are committed to providing high-quality products and services. This Claims Policy outlines the procedures for making a claim in the event of any issues with our products or services.

ELIGIBILITY FOR CLAIMS

Claims may be filed under the following circumstances:

1. Product Defects: If the LPG or related equipment delivered is found to be defective.
2. Delivery Issues: If there are discrepancies in the quantity of gas delivered or if the delivery was not made as scheduled.
3. Service Failures: If there are issues with the installation or maintenance services provided by Clifton Gas.

CLAIM FILING PROCEDURE

To file a claim, follow these steps:

1. Contact Us: Notify Clifton Gas of the issue within 7 days of the incident by contacting our customer service team at 0798 400 800 or via email at claims@cliftongas.com.
2. Provide Details: Include the following information in your claim:
   • Your name and contact information
   • Order number or service reference
   • Description of the issue
   • Any relevant photographs or documentation
3. Review and Response: Our team will review your claim and respond within 5 business days to acknowledge receipt and provide further instructions.

CLAIM RESOLUTION

Upon receiving your claim, Clifton Gas will:

1. Investigate: Conduct a thorough investigation of the issue, which may include inspecting the product, reviewing delivery records, or assessing service reports.
2. Determine Validity: Determine the validity of the claim based on our findings.
3. Resolution Options: Offer appropriate resolutions, which may include:
   • Replacement of defective products
   • Redelivery of the correct quantity of gas
   • Reperformance of the service at no additional cost
   • Refunds, if applicable and deemed necessary

EXCLUSIONS

The following situations are not covered under this Claims Policy:

1. Improper Use: Issues arising from misuse, mishandling, or unauthorized modifications of our products.
2. Third-Party Services: Problems caused by third-party services or products not provided by Clifton Gas.
3. Natural Disasters: Incidents resulting from natural disasters, extreme weather, or other force majeure events.

LIMITATIONS OF LIABILITY

Clifton Gas’ liability for valid claims is limited to the replacement, redelivery, or refund of the affected product or service. We are not liable for any indirect, incidental, or consequential damages arising from the use of our products or services.

CONTACT INFORMATION

For any questions or concerns regarding this Claims Policy, please contact our customer service team at:

Clifton Gas Vienna Court, Ground Floor, State House Road,
P.O Box 48021-00100, Nairobi, Kenya
Ndonya-Ngaria Mlango, Eldoret-Kapsabet Road
P.O Box 48021-00100, Nairobi, Kenya
Call: 0798 400 800
Email: info@cliftongas.com

ACKNOWLEDGMENT

By using Clifton Gas’ products and services, you acknowledge that you have read, understood, and agreed to this Claims Policy.