---
title: "Our Company Policy"
url: https://palaceitfactory.co.ke/policy-document/
date: 2026-09-28
modified: 2026-09-29
lang: en
author: "admin"
description: "Official Business Policy DocumentPalace IT Factory Ltd.Location: Shop M31, Queens Mall, Rahimtulla Trust Building, Moi Avenue, Nairobi, KenyaContacts: Call/WhatsApp: 0725774805 / 0725774202Emails: sales@palaceitfactory.co.ke | info@palaceitfactory.co.keValidity Period: Official Policies – Shop..."
word_count: 1069
---

# Our Company Policy

**Official Business Policy Document**
**Palace IT Factory Ltd.**
**Location:** Shop M31, Queens Mall, Rahimtulla Trust Building, Moi Avenue, Nairobi, Kenya
**Contacts:** Call/WhatsApp: 0725774805 / 0725774202
**Emails:** [sales@palaceitfactory.co.ke](mailto:sales@palaceitfactory.co.ke) | [info@palaceitfactory.co.ke](mailto:info@palaceitfactory.co.ke)
**Validity Period:** Official Policies – Shop M31 – September 2026
**Contents**Privacy & Data Protection PolicyTerms & Conditions & VAT PoliciesPayment Policy & M-Pesa Channel RoutingShipping, Courier Dispatch & In-Store PickupRetention of Title ClauseSegregated Hardware Warranty MatrixReturn, Cancelation, and Restocking FeesProduct Authenticity AssuranceGoverning Law and Resolution of Disputes

**1. Privacy & Data Protection Policy (Data Protection Act 2019)Data Collection Framework:** We securely collect the customer's name, physical delivery address, working phone number, email address, and official M-Pesa code strictly for processing active purchase orders.

**Information Security:** All transactions are protected via secure SSL encryption layers. We maintain a zero-tolerance policy against selling or leaking consumer records to third parties. Data is shared exclusively with automated domestic shipping handlers (Wells Fargo and G4S) strictly to coordinate delivery mapping.

**Consumer Rights:** Under the Kenya Data Protection Act 2019, clients retain full legal authority to request, review, correct, or delete their stored credentials at any stage by submitting an official application to [info@palaceitfactory.co.ke](mailto:info@palaceitfactory.co.ke).

**2. Terms & Conditions & VAT PoliciesStatutory VAT Exclusion:** All retail and commercial pricing displayed in product literature, digital stores, or initial quotations are strictly **EXCL VAT**. The standard statutory **16% Value Added Tax (VAT)** is calculated and itemized explicitly during final invoicing at checkout.
**Calculation Breakdown:** Baselines are computed as:[Base Price KES 10,000] + [16% VAT KES 1,600] = Total KES 11,600 Payable
Price of your product × 1.16 = VAT Inclusive
**Procurement Validation:** Final processing requires full payment approval or mutually formalized corporate terms prior to shipping.
**Bulk Order Financing:** Purchases totaling five (5) or more distinct units mandate an advance security deposit of exactly **65% of the gross valuation** to kickstart processing, with the remaining 35% settled in full prior to release.

**3. Payment Policy & M-Pesa Channel RoutingUpfront Settlements:** Payment is strictly due as per the agreed commercial timelines or immediately on demand if circumstances require. We enforce an absolute **"No Lipa Pole Pole"** policy across standard counter transactions.**Authorized Payment Hubs:** All transactions must flow transparently through verified business platforms. Cash, secure bank clearing transfers, Local Purchase Orders (LPOs) for approved corporate accounts, and our official automated Safaricom M-Pesa channels are the only accepted tender:M-Pesa Paybill Number542542Account Number774805
**Security & Auditing:** An official ETR invoice is printed for every finalized transaction.Customers are strictly warned **NEVER to transfer money to personal mobile phone numbers** or staff lines. Palace IT Factory Ltd disclaims all liability for off-channel payments.

**4. Shipping, Courier Dispatch & In-Store PickupNairobi Metropolitan Courier Routing:** Standard same day deliveries within Nairobi carry a standardized transport fee between **KES 300 and KES 500**. Orders must be confirmed and authorized before 3:00 PM for same day logistics routing.
**Countrywide Inter County Shipping:** Parcel transit outside Nairobi is managed through Wells Fargo or G4S secure courier networks, carrying a standard shipping charge ranging between **KES 500 and KES 1,500** depending on the volume. Package tracking numbers are dispatched instantly via WhatsApp to 0725774805.
**Complimentary Store Collection:** Clients are free to pick up units at Shop M31, Queens Mall, Moi Avenue. In-store release strictly requires presenting a matching **National ID card** alongside the verified **System Order Number**.

**5. Retention of Title ClauseOwnership Framework:** All physical equipment, parts, software licenses, and accessories delivered or dispatched remain the **sole proprietary property of Palace IT Factory Ltd** until payment is received in full.
**Default Rights:** In the event of payment delays or defaults under agreed terms, Palace IT Factory Ltd reserves the unrestricted legal right to repossess all supplied machinery from the client's premises without notice.

**6. Segregated Hardware Warranty MatrixBrand New Hardware Systems:** All brand-new laptops and desktop computers are covered under a **1-Year Manufacturer Warranty**.
These systems are subject to the specific repair, validation, and diagnostic terms dictated by their parent manufacturing brands.
**Refurbished Hardware Systems:** All certified refurbished laptops and desktop computers carry a **3-Month Shop Warranty** managed internally at our repair labs.
**Component-Specific Warranties:**Logitech G29 / G923 Steering Kits: 1-Year Structural Shop Warranty.SanDisk Solid State Drives (SSDs): 5-Year High-Endurance Manufacturer Replacement Warranty.TP-Link Networking Equipment: 1-Year Hardware Warranty.General Computing Accessories: 3 to 6 Months depending on the specific component classification.
**Critical Technical Infrastructure Clause:** To preserve structural warranty validation, all computing infrastructure and sensitive electronic gear **MUST be plugged into a clean, regulated power source** utilizing a functional Uninterruptible Power Supply (UPS) alongside adequate building grounding (earthing).
**Warranty Exclusions:** Coverage strictly applies to inherent manufacturing defects. Warranties are instantly voided by liquid spills, physical drops, cross-voltage power surges, or third-party tampering.
**Data Liability Disclaimer:** Palace IT Factory Ltd is **NOT responsible for user data loss** during diagnostic servicing. Backup operations remain the
absolute responsibility of the consumer.

**7. Return, Cancelation, and Restocking Fees7-Day Dead on Arrival (DOA) Window:** Defective products discovered within seven (7) days from the initial purchase date qualify for active diagnostic assessment and exchange, provided the item is returned in its pristine, original retail packaging with no external cosmetic wear.
**Order Cancelation Penalty:** All canceled client purchase orders are subject to a **10% restocking fee** deducted automatically from the initial payment deposit.
**Return Refusal Rights:** Palace IT Factory Ltd reserves the structural right to refuse the return of items once sold. In instances where an exception is granted by management, all accepted returns are subject to a **10% handling and processing charge**.**Non-Returnable Inventory:** Custom computer assemblies, specialized corporate configurations, items acquired via corporate LPOs, cut bulk cabling, or changes of mind after 7 days are entirely non-returnable.
**M-Pesa Reimbursement Schedules:** Approved financial refunds are processed via M-Pesa within 24 hours, while standard bank clearing runs require three (3) working days. Initial delivery courier fees remain non-refundable.

**8. Product Authenticity Assurance100% Genuine Tracking:** Every unit passing through our inventory tracking channels carries an authentic, verifiable manufacturer serial number. Certified refurbished stocks are explicitly labeled, tracking transparent system history.
**Anti-Counterfeit Financial Remedy:** If an item bought at our outlet is proven to be counterfeit within seven (7) days of delivery, Palace IT Factory Ltd will issue a **200% financial refund** of the purchase price.

**9. Governing Law and Resolution of DisputesJurisdictional Foundation:** This operational policy is governed by, construed under, and enforced in accordance with the **Laws of the Republic of Kenya**.**Legal Venue:** Any unresolved commercial disputes, payment defaults, or legal definitions arising from business engagements with Palace IT Factory Ltd will be submitted exclusively to the competent jurisdiction of the **Nairobi Courts**.*Customer Copy by Palace IT Factory Ltd (Shop M31). Keep this document safe along with your ETR Receipt and Warranty Card.*