Dispute Resolution Procedure

1. Raise the issue in writing. Open a dispute from your order page or e-mail feedback@jmgsmartliving.co.ke. We acknowledge it within 2 business days.
2. Review. We review the approved specification, approval photographs, delivery records and messages. Both parties may submit photographs or other evidence.
3. Resolution offer. Within 10 business days we offer a resolution: repair, adjustment, partial credit or refund in line with the Refund & Cancellation Policy.
4. Mediation. If the matter is still unresolved, either party may refer it to a mutually agreed mediator in Nairobi.
5. Formal claims. Consumer claims may be filed with the Small Claims Court under the Small Claims Court Act, 2016, or another competent court in Kenya. Business-to-business disputes may be referred to arbitration in Nairobi under the Arbitration Act, 1995.

While a dispute is open, finished work that has not been paid for remains JMG's property.