Terms of Service

1. Introduction & Acceptance of Terms

Welcome to ilexDigital Technologies ("ilexDigital," "we," "our," or "us"). These Terms of Service ("Terms") govern your use of our website at ilexdigital.com and all related services, including but not limited to:

• Our online shop for printer supplies, toner, and accessories
• Printer repair and maintenance services
• IT support services
• Web development services

By accessing our website, browsing our shop, placing an order, requesting a service quote, or engaging our services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our services.

2. Services Offered

ilexDigital Technologies provides the following professional services in Kenya:

• Online Shop: E-commerce platform selling printer supplies, toner cartridges, drum units, fuser units, paper, and other office supplies
• Printer Repair & Maintenance: Diagnosis, repair, servicing, and maintenance of various printer brands including HP, Epson, Canon, Brother, Kyocera, Ricoh, and others
• IT Support: Technical support, troubleshooting, system setup, network configuration, and ongoing IT assistance
• Web Development: Website design, development, hosting, and maintenance services

3. Online Shop Terms & Conditions

3.1 Product Information

We strive to provide accurate product descriptions, images, and pricing. However:

• Product images are for illustration purposes and may vary slightly from actual products
• We reserve the right to correct any errors in pricing or product descriptions
• Product availability is subject to change without notice
• Compatibility information is provided as guidance; customers should verify compatibility for their specific printer models

3.2 Ordering Process

1. Add to Cart: Select products and add them to your shopping cart
2. Review Order: Review your cart items, quantities, and pricing
3. Checkout: Provide shipping information and select payment method
4. Payment: Complete payment via M-Pesa or bank transfer
5. Confirmation: Receive order confirmation via email/SMS
6. Processing: Order is processed and prepared for shipping
7. Delivery: Order is shipped to your specified address

3.3 Order Acceptance

Placing an order constitutes an offer to purchase. We reserve the right to accept or decline any order for any reason, including:

• Product unavailability
• Pricing errors
• Suspected fraudulent orders
• Credit/payment verification failures
• Incomplete or inaccurate shipping information

3.4 Pricing

• All prices are displayed in Kenyan Shillings (KES)
• Prices include applicable taxes unless otherwise stated
• Shipping costs are calculated at checkout based on delivery location
• We reserve the right to change prices at any time without prior notice
• Price at time of order placement will be honored for accepted orders

3.5 Product Compatibility

4. Shipping & Delivery Policy

4.1 Delivery Areas

We currently deliver to the following areas:

• Nairobi & Environs: Same-day or next-day delivery available
• Central Kenya: Kiambu, Thika, Ruiru, Juja, Limuru - 1-2 business days
• Other Counties: Delivery via courier partners - 2-5 business days

4.2 Shipping Costs

Delivery Zone	Standard Delivery	Express Delivery
Nairobi CBD & Environs	KES 200 - 350	KES 400 - 600
Greater Nairobi	KES 300 - 500	KES 500 - 800
Central Kenya	KES 400 - 700	Available on request
Other Counties	Calculated at checkout	Available on request

Note: Free delivery may be available for orders above a certain threshold. Check promotions at checkout.

4.3 Delivery Timeframes

• Same-Day Delivery: Orders placed before 12:00 PM (Nairobi only, subject to availability)
• Next-Day Delivery: Orders placed before 4:00 PM
• Standard Delivery: 1-3 business days
• Upcountry Delivery: 3-7 business days depending on location

Delivery times are estimates and may be affected by factors beyond our control including weather, traffic, and courier delays.

4.4 Delivery Process

• You will receive tracking information via SMS/email once your order is dispatched
• Delivery personnel will contact you before arrival
• Someone must be available to receive the order at the delivery address
• Please inspect packages upon delivery and note any damage before signing

4.5 Failed Delivery

If delivery cannot be completed due to:

• Incorrect address provided
• Recipient unavailable after multiple attempts
• Refusal to accept delivery

Additional delivery charges may apply for re-delivery. Orders may be returned to our warehouse after 3 failed delivery attempts.

5. Refund & Returns Policy

5.1 Return Eligibility

Products may be returned within 7 days of delivery if:

• Product is defective or damaged upon arrival
• Wrong product was delivered
• Product does not match the description on our website

5.2 Return Conditions

To be eligible for a return, products must be:

• In original, unopened packaging (for consumables like toner and cartridges)
• Unused and in original condition
• Accompanied by proof of purchase (order number or receipt)
• Returned in original packaging with all accessories

5.3 Non-Returnable Items

The following items cannot be returned:

• Opened toner cartridges or ink cartridges
• Used or installed parts
• Items damaged due to misuse or improper installation
• Items returned after 7 days
• Items without proof of purchase
• Special order or custom items

5.4 Return Process

1. Contact Us: Email shop@ilexdigital.com or call +254 705 425 553 within 7 days of delivery
2. Provide Details: Order number, product details, reason for return, and photos if applicable
3. Await Approval: We will review your request within 24-48 hours
4. Return Shipping: Once approved, we will arrange pickup or provide return instructions
5. Inspection: Returned items will be inspected upon receipt
6. Refund/Replacement: Approved returns will be refunded or replaced within 5-7 business days

5.5 Refund Methods

• M-Pesa: Refunds processed to the original M-Pesa number within 3-5 business days
• Bank Transfer: Refunds processed to your bank account within 5-7 business days
• Store Credit: Available upon request for faster processing

5.6 Partial Refunds

Partial refunds may be granted in cases where:

• Items are returned in opened but unused condition (restocking fee of 15% may apply)
• Items are returned outside the 7-day window but within 14 days (restocking fee of 25% may apply)

5.7 Defective Products

For products that are defective or damaged upon arrival:

• Contact us within 48 hours of delivery with photos of the damage
• We will arrange free pickup and provide a full refund or replacement
• No restocking fees apply for genuine defects

6. Printer Repair Services

6.1 Service Scope

Our printer repair services include:

• Diagnostic assessment and fault identification
• Hardware repairs (print heads, fuser units, rollers, etc.)
• Software troubleshooting and driver installation
• Preventive maintenance and cleaning
• Parts replacement with genuine or compatible components
• On-site and off-site repair options

6.2 Service Process

1. Initial Assessment: We diagnose your printer to identify the issue. A diagnostic fee may apply.
2. Quote Provision: After diagnosis, we provide a detailed quote including parts and labor costs.
3. Approval: Repair work begins only after you approve the quoted amount.
4. Repair: Our certified technicians perform the necessary repairs.
5. Testing: The printer is thoroughly tested before return/handover.
6. Delivery: For off-site repairs, the printer is returned to you.

6.3 Parts and Components

We use quality parts for all repairs. Depending on availability and your preference, we may use:

• OEM (Original Equipment Manufacturer) Parts: Genuine parts from the printer manufacturer
• Compatible Parts: High-quality third-party parts that meet manufacturer specifications
• Refurbished Parts: Quality-tested used parts (disclosed to customer prior to use)

6.4 Equipment Left for Repair

When you leave equipment with us for repair:

• Equipment is stored securely at our facility
• We are not liable for data stored on internal storage devices
• Equipment must be collected within 30 days of repair completion notice
• Uncollected equipment after 90 days may be disposed of to recover storage costs
• A storage fee may apply after 30 days

7. IT Support Services

7.1 Service Coverage

Our IT support services include:

• Computer hardware troubleshooting and repair
• Operating system installation and configuration
• Software installation and licensing support
• Network setup and configuration
• Data backup solutions and recovery
• Cybersecurity assessments and solutions
• Remote and on-site technical support

7.2 Data Handling

When providing IT support that involves access to your systems or data:

• We handle all data with strict confidentiality
• We do not access, copy, or share data beyond what is necessary for the service
• We recommend backing up important data before any service
• We are not liable for data loss during repair or service processes

7.3 Software Licensing

Customers are responsible for ensuring proper licensing of all software installed on their systems. ilexDigital does not provide pirated software and may require proof of license before installation.

8. Web Development Services

8.1 Project Scope

All web development projects are governed by a separate project agreement that specifies:

• Project scope and deliverables
• Timeline and milestones
• Payment schedule
• Revision policy
• Ownership of deliverables

8.2 Client Responsibilities

Clients are responsible for:

• Providing content (text, images, logos) in a timely manner
• Providing feedback within agreed timeframes
• Maintaining domain and hosting accounts where applicable
• Ensuring content provided does not infringe on third-party rights

8.3 Website Maintenance

After project completion, ongoing maintenance is available under separate maintenance agreements. Websites without maintenance agreements may become vulnerable to security issues over time.

9. Pricing & Payment

9.1 Shop Payments

We accept the following payment methods for online shop orders:

• M-Pesa: Pay via Paybill or direct transfer
• Bank Transfer: Direct deposit to our business account
• Cash on Delivery: Available for select areas (additional fee may apply)

9.2 Service Payments

• Payment is due upon completion of service unless otherwise agreed
• For larger projects, a deposit may be required before work begins
• Equipment will not be released until full payment is received

9.3 Quotes and Estimates

• All quotes are valid for 14 days unless otherwise stated
• Diagnostic fees are non-refundable but may be credited toward repair costs
• Final charges may differ from estimates if additional issues are discovered
• Additional work requires customer approval before proceeding

9.4 Late Payment

Overdue invoices may incur a late payment fee of 5% per month. We reserve the right to suspend services or withhold equipment for accounts with outstanding balances.

10. Warranty & Guarantees

10.1 Shop Product Warranty

• Original Products: Manufacturer's warranty applies (typically 1-3 months)
• Compatible Products: 30-day warranty against defects
• Warranty covers manufacturing defects only, not damage from misuse

10.2 Repair Warranty

• Labor Warranty: 30 days from service completion for the specific repair performed
• Parts Warranty: As provided by the parts manufacturer (typically 30-90 days)
• Same Issue Guarantee: If the same issue recurs within the warranty period, we will re-examine and repair at no additional labor cost

10.3 Warranty Exclusions

Warranty does not cover:

• Damage caused by misuse, accidents, or unauthorized modifications
• Power surge or electrical damage
• Issues unrelated to the original repair or purchase
• Normal wear and tear
• Damage caused by use of incompatible consumables (ink, toner, paper)
• Equipment/products that have been serviced by another party
• Products used contrary to instructions

10.4 Claiming Warranty

To claim warranty, contact us with your order number/service receipt. Products may need to be returned for assessment.

11. Limitation of Liability

11.1 Service Limitations

While we strive for excellence in all services, ilexDigital shall not be liable for:

• Loss of data during repair or service processes (backup is customer's responsibility)
• Business losses or consequential damages arising from equipment downtime
• Pre-existing conditions or latent defects discovered during service
• Damage during transit if customer arranges their own transportation
• Third-party software issues or licensing problems
• Compatibility issues where accurate information was provided

11.2 Maximum Liability

Our total liability for any claim shall not exceed the amount paid for the specific product or service in question.

11.3 Force Majeure

We shall not be liable for delays or failures in performance due to circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, supply chain disruptions, pandemics, or government actions.

12. Intellectual Property

All content on our website, including text, graphics, logos, images, and product descriptions, is the property of ilexDigital Technologies or our suppliers and is protected by applicable copyright laws.

For web development projects, intellectual property ownership will be specified in the project agreement. Generally:

• Custom code developed specifically for your project transfers to you upon full payment
• Pre-existing code, templates, or frameworks remain our property or their respective owners
• Third-party plugins and tools are subject to their own licenses

13. User Accounts

13.1 Account Registration

When creating an account on our website:

• You must provide accurate and complete information
• You are responsible for maintaining the confidentiality of your login credentials
• You are responsible for all activities under your account
• You must notify us immediately of any unauthorized use

13.2 Account Termination

We reserve the right to suspend or terminate accounts that:

• Violate these Terms of Service
• Engage in fraudulent activities
• Abuse our services or staff
• Have outstanding unpaid balances

14. Termination

Either party may terminate ongoing service arrangements with reasonable notice. For specific situations:

• Order Cancellation: Orders may be cancelled before shipping for a full refund
• Service Cancellation: Cancel before work begins for refund of deposits (minus any diagnostic fees incurred)
• Cancellation After Work Begins: Partial charges for work completed may apply
• Our Right to Terminate: We reserve the right to decline or terminate services for abusive behavior, non-payment, fraud, or policy violations

15. Contact Information

For questions about these Terms of Service, please contact us:

• General Inquiries: support@ilexdigital.com
• Shop Orders: shop@ilexdigital.com
• Legal Matters: legal@ilexdigital.com
• Phone: +254 705 425 553
• WhatsApp: +254 705 425 553
• Address: Ruiru Town, Kiambu County, Kenya