Customer terms and conditions template

What the customer terms and conditions template gives you

Written terms protect you and make dealing with you clear. This template provides plain-English customer terms and conditions for a small Kenyan business that sells goods or services, with fill-in blanks covering quotations and orders, prices and VAT, payment, delivery, returns and refunds, warranties, limits of liability, data protection and disputes.

Who it is for

Shops, service providers, online sellers and contractors who want clear terms of sale to give customers.

How to use it

1. Fill the blanks with your own details and rules.
2. Delete clauses that do not apply and add those that do.
3. Have a lawyer review them for your industry.
4. Give customers the terms before they order, and keep a record.
5. Keep a signed or dated copy with your records, so you can show what was agreed or done.

What is inside

• Fourteen clauses in plain English
• Prices, VAT and payment terms
• Delivery, returns and refunds
• Warranty and liability
• Data protection and disputes

The document is a ready-to-print PDF with these parts: 1. About us and these terms, 2. Orders and quotations, 3. Prices and VAT, 4. Payment, 5. Delivery and services, 6. Returns and refunds, 7. Warranty, 8. Liability, 9. Personal data, 10. Disputes, Acceptance. It is laid out for A4, with the headings, tables and tick boxes already in place, so you can print it and fill it in by hand, or type into it with a PDF editor.

Tips for getting it right

• Keep the wording simple so customers understand it.
• Make sure your practice matches the terms.
• Show the terms on quotes and invoices.
• Review them once a year.

Why it helps

Running a business on memory works until it grows. Writing the numbers down turns opinions into facts you can compare month to month, and shows early which products, customers or costs deserve attention. Even a simple workbook, used every week, usually beats a sophisticated one that is opened once a year.

Questions people ask

Can I edit it? It is a PDF, so it is meant to be printed and completed, or filled with a PDF editor. If you want to change the wording, copy the text into Word or Google Docs and adapt it to your business.

Is it legal advice? No. It is a practical starting point written for Kenya. Rules change, so check the current position and ask a professional where the stakes are high.

Will it work on my phone? Yes for reading. For filling in and printing, a computer or a PDF app works best.

Keeping it safe and up to date

A plan is only as good as the numbers you put in. Start with honest estimates, update the workbook as real figures arrive, and compare the two so your next estimate is better. Save a dated copy each month so you can see how your thinking changed.

Read how to build a cash flow forecast for the wider picture. See more business templates or ask us for a custom one.

This document is general information, not tax, legal or accounting advice, and it is not affiliated with the Kenya Revenue Authority. If something does not work as described, contact us and we will put it right.

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