Hauchi Kay CateringCorporate · Party · Wedding · Events · Private Chef ·Nairobi, Kenya Dispute Resolution Policy
A structured, transparent and fair process for resolving any disagreements between Hauchi Kay Catering Service and our valued clients, covering weddings, corporate events, birthday parties and social gatherings across Nairobi and beyond.
Applies toAll clients with a catering service agreement
First stepInformal notification within 24 hours
Formal reviewAcknowledged within 2 business days
Response timeFull response within 7 business days
Time limitDisputes raised within 14 calendar days
EscalationMediation, then Kenyan courts if unresolved
Our commitment
Resolving Concerns Amicably and Professionally
Despite our best efforts to deliver premium catering across Kenya, disputes or concerns may occasionally arise. Our goal is to resolve every issue 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.
Amicable resolution first
We always attempt direct, good-faith communication before any escalation.
Clear response timelines
Acknowledgement, investigation and response all follow fixed timeframes.
Documented process
Every complaint is investigated against agreements, menus and communications.
Fair, structured escalation
Mediation and, where needed, the courts of Nairobi remain available.
Non-retaliation guarantee
Raising a genuine concern never affects the quality of future service.
Always reachable
Phone and email support are available for every stage of the process.
Scope
Who This Policy Covers
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 the following engagements.
Wedding catering clients
Nairobi, Thika Road, Karen, Westlands, Kiambu Road and surrounding areas.
Corporate & canteen clients
Corporate event catering and company canteen management engagements.
Private & birthday clients
Birthday party, anniversary and private catering bookings.
Outside catering clients
Large-scale or destination outside catering across Kenya.
Social & specialty clients
Social events catering, specialty catering and corporate lunch clients.
How it works
How to Lodge a Complaint
Clients are encouraged to first raise concerns directly and informally. If an issue relates to food quality, service delivery, staffing conduct, billing or any other aspect of our catering services, the following steps apply.
1
Informal Notification – Contact our client support team within 24 hours of the event via phone or email, with your full name, event date, event type and a clear description of the concern.
2
Formal Written Complaint – If unresolved within 3 business days, submit a written complaint with your contact details, booking reference, dispute description, desired remedy and supporting documentation.
3
Management Review – A senior manager acknowledges your complaint within 2 business days and investigates agreements, menus, staffing logs and communications.
4
Formal Response – A formal response is issued within 7 business days from the date the formal complaint was received.
Resolution options
How We May Resolve Your Dispute
Depending on the nature and severity of the dispute, Hauchi Kay Catering Service Kenya may offer one or more of the following resolutions.
Credit
Service Credit
A credit towards a future catering booking in Nairobi or across Kenya.
Refund
Partial or Full Refund
Issued where applicable and in line with our payment policy.
Upgrade
Complimentary Upgrade
A complimentary service upgrade or additional catering provision.
Correction
Apology & Corrective Plan
A formal written apology together with a documented corrective action plan.
Re-service
Re-performance of Service
Re-performance of specific catering services where feasible and agreed upon.
Disputes must be raised within 14 days
Hauchi Kay Catering Service Kenya may decline disputes raised beyond this period, except where earlier notification was genuinely not possible.
Escalation
Mediation & Legal Proceedings
If a dispute remains unresolved after internal management review, both parties agree to explore mediation through a mutually agreed, neutral third-party mediator in Nairobi, Kenya, with mediation costs shared equally unless otherwise agreed in writing. Should mediation fail to produce a resolution, either party may pursue legal remedies under the laws of the Republic of Kenya, subject to the jurisdiction of the courts of Nairobi. Both parties agree to attempt all amicable resolution steps outlined in this policy before initiating formal legal action.
FAQs
Dispute Resolution Policy FAQs
What should I do first if I have a concern about my event?
Contact our client support team within 24 hours of the event by phone or email with your full name, event date, event type and a clear description of the concern. This informal step resolves most disputes quickly.
What happens if my concern isn’t resolved informally?
If it isn’t resolved within 3 business days, you can submit a formal written complaint to support@eventscatering.co.ke with your details, booking reference, a description of the dispute, your desired remedy and any supporting documentation.
How long does the formal review take?
A senior manager acknowledges formal complaints within 2 business days and issues a full response within 7 business days of receipt, after reviewing agreements, menus, staffing logs and communications.
What remedies are available?
Depending on the dispute, we may offer a service credit, a partial or full refund, a complimentary upgrade, a formal apology with a corrective action plan, or re-performance of specific services.
What if the dispute still isn’t resolved?
Both parties agree to explore mediation with a mutually agreed, neutral third-party mediator in Nairobi, with costs shared equally unless agreed otherwise. If mediation fails, either party may pursue legal remedies under Kenyan law in the courts of Nairobi.
Is there a deadline for raising a dispute?
Yes. Disputes must be raised within 14 calendar days of the event date, except where earlier notification was genuinely not possible and good reason can be demonstrated.
Will raising a complaint affect my future bookings?
No. Any client who raises a genuine dispute in good faith will not face retaliation, discrimination or any deterioration in future service quality.
Have a concern about your event?
Hauchi Kay Catering. Reach our client support team and we’ll guide you through the process, step by step.