At Hauchi Kay Catering Service Kenya, we are dedicated to delivering outstanding catering experiences for weddings, corporate events, birthday parties, and all social gatherings across Nairobi and beyond. We understand that despite our best efforts to provide premium outside catering services in Kenya, disputes or concerns may occasionally arise. This Dispute Resolution Policy outlines a structured, transparent, and fair process for resolving any disagreements between Hauchi Kay Catering Service and our valued clients.

Our goal is to resolve all disputes amicably, professionally, and promptly, preserving both the trust our clients place in us and our reputation as one of Nairobi’s most reliable catering companies. Whether you engaged us for wedding catering, corporate catering, private party catering, or specialty catering services in Kenya, this policy applies to your engagement with us.

Scope of This Policy

This Dispute Resolution Policy applies to all clients who have entered into a catering service agreement with Hauchi Kay Catering Service Kenya, including but not limited to:

Wedding catering clients in Nairobi, Thika Road, Karen, Westlands, Kiambu Road, and surrounding areas
Corporate event catering clients and company canteen management clients
Birthday party, anniversary, and private catering clients
Outside catering Kenya clients for large-scale or destination events
Social events catering, specialty catering, and affordable corporate lunch clients

How to Lodge a Complaint

Hauchi Kay Catering Service Kenya encourages clients to first raise concerns directly and informally. If you experience an issue related to food quality, service delivery, staffing conduct, billing, or any other aspect of our catering services, please follow these steps:

Step 1 – Informal Notification:

Contact our client support team within 24 hours of the event or issue occurrence via phone at +254-701-648-558 or email at support@eventscatering.co.ke. Provide your full name, event date, event type, and a clear description of your concern. This initial step often resolves most disputes quickly.

Step 2 – Formal Written Complaint:

If your concern is not resolved through informal communication within 3 business days, submit a formal written complaint to support@eventscatering.co.ke. Your written complaint must include: your full name, contact details, event booking reference, a detailed description of the dispute, the specific remedy or outcome you are seeking, and any supporting documentation (photos, videos, receipts).

Step 3 – Management Review:

Upon receipt of your formal complaint, a senior member of Hauchi Kay Catering Service management will acknowledge your complaint within 2 business days and initiate an internal review. We will investigate all relevant records including catering agreements, menus, staffing logs, and client communications. A formal response will be issued within 7 business days from the date of formal complaint receipt.

Resolution Options

Depending on the nature and severity of the dispute, Hauchi Kay Catering Service Kenya may offer one or more of the following resolutions:

Service credit towards a future catering booking in Nairobi or across Kenya
Partial or full refund where applicable and as per our payment policy
Complimentary service upgrade or additional catering service provision
A formal written apology and documented corrective action plan
Re-performance of specific catering services where feasible and agreed upon

Mediation & Escalation

If the dispute remains unresolved after the internal management review, both parties agree to explore mediation through a mutually agreed, neutral third-party mediator in Nairobi, Kenya. Mediation costs shall be shared equally between both parties unless otherwise agreed in writing. Hauchi Kay Catering Service Kenya is committed to good-faith participation in all mediation proceedings.

Legal Proceedings

In the event that mediation fails to produce a resolution, either party may pursue legal remedies under the laws of the Republic of Kenya. Any legal proceedings shall be subject to the jurisdiction of the courts of Nairobi, Kenya. Both parties agree to attempt all amicable resolution steps outlined in this policy before initiating formal legal action.

Time Limits for Disputes

All disputes relating to catering services rendered must be raised within 14 calendar days of the event date. Hauchi Kay Catering Service Kenya reserves the right to decline disputes raised beyond this period, except where circumstances made earlier notification impossible and the client can demonstrate good reason for the delay.

Non-Retaliation Commitment

Hauchi Kay Catering Service Kenya guarantees that any client who raises a genuine dispute or complaint in good faith will not face any form of retaliation, discrimination, or deterioration in future service quality. We value every client relationship and are committed to continuous improvement of our catering services across Kenya.

Policy Review

This Dispute Resolution Policy is reviewed annually by Hauchi Kay Catering Service management and updated to reflect best practices in the catering and events industry in Kenya. For the latest version, visit www.eventscatering.co.ke or contact us directly.

Hauchi Kay Catering Service Kenya – Bringing smiles and satisfaction in every sip and bite.