Last Updated: 1 August 2026
These Terms of Service govern the provision of services by Quality Plus Laboratory and Consultancy Services(“Quality Plus”, “we”, “our” or “us”) to a customer (“Client”, “you” or “your”).
These Terms apply to laboratory testing, training, consultancy, auditing and related services provided by Quality Plus unless a separate written agreement or engagement document expressly provides otherwise.
1. Engagement of Services
A request for services may be submitted through our website, email, telephone, physical communication or another approved communication channel.
Submission of an enquiry or request does not by itself constitute acceptance of an engagement.
An engagement becomes effective when Quality Plus confirms the requested services through a quotation, service agreement, purchase order acceptance, written confirmation or other applicable engagement document.
2. Client Responsibilities
The Client agrees to provide accurate and complete information reasonably required for the provision of services.
Depending on the service, the Client may be responsible for:
- Providing accurate sample and product information.
- Providing appropriate instructions.
- Providing relevant regulatory or customer requirements.
- Ensuring samples are properly identified and packaged.
- Providing safe and accurate information concerning samples or materials.
- Providing access to facilities, personnel or records where required for audits or consultancy.
- Obtaining necessary permissions or approvals.
- Making payments within the agreed timeframe.
Quality Plus may rely on information supplied by the Client when determining the appropriate service.
3. Laboratory Samples
Where laboratory testing is requested, the Client is responsible for providing samples that are properly identified and suitable for the requested testing.
Quality Plus may decline to test a sample where it reasonably considers that:
- The sample is unsuitable for the requested method.
- The sample is inadequately identified.
- The sample presents an unmanaged safety risk.
- Required information has not been provided.
- The requested test is outside our available scope or capability.
Where appropriate, Quality Plus will communicate the issue to the Client and advise on the available next steps.
4. Testing Methods and Scope
Testing will be conducted according to the applicable method, agreed scope and available laboratory capability.
Where a specific standard, method, specification or regulatory requirement is requested by the Client, the Client should communicate that requirement before testing begins.
The applicable laboratory report will identify relevant testing information and results.
5. Results and Reports
Laboratory results are reported based on the sample received and the applicable testing process.
Quality Plus does not guarantee that a test result will meet a particular specification, regulatory requirement, customer requirement or commercial outcome.
Unless otherwise agreed in writing, laboratory reports should not be altered, reproduced in a misleading manner or presented in a way that changes their meaning.
6. Confidentiality
Quality Plus will treat confidential information provided by a Client as confidential except where:
- Disclosure is authorized by the Client.
- Disclosure is necessary to provide the agreed service.
- Disclosure is required by law, regulation, court order or competent authority.
- Disclosure is required as part of applicable accreditation, certification, audit or professional requirements.
- The information is already lawfully public.
Quality Plus will take reasonable measures to protect confidential business and technical information.
7. Training Services
Training programmes are delivered according to the agreed programme, schedule and scope.
Certificates, attendance records or other training documentation may be issued where applicable and subject to the agreed requirements.
Participation in training does not automatically constitute certification, regulatory approval or professional accreditation unless expressly stated.
8. Consultancy Services
Consultancy services are intended to provide professional guidance based on the information, circumstances and objectives presented by the Client.
Unless expressly agreed in writing, consultancy does not guarantee:
- Regulatory approval.
- Certification.
- Successful audit outcomes.
- Product registration.
- Market acceptance.
- Customer approval.
- A specific financial or operational result.
The Client remains responsible for decisions made using consultancy recommendations.
9. Auditing Services
Audits are performed against the agreed audit scope, criteria and objectives.
An audit identifies findings based on the information, records, facilities and evidence available during the audit.
Completion of an audit does not automatically guarantee certification, regulatory approval or acceptance by a third party.
10. Fees and Payment
Fees for services will be communicated through the applicable quotation, proposal, invoice or agreement.
Unless otherwise agreed, the Client is responsible for payment within the stated payment period.
Quality Plus may suspend or delay services where agreed payments are overdue, subject to applicable law and the terms of the relevant engagement.
11. Cancellation and Rescheduling
Cancellation or rescheduling of services may be subject to reasonable notice requirements and any costs already incurred.
Where a separate quotation or agreement contains cancellation terms, those terms will apply.
12. Intellectual Property
Unless otherwise agreed in writing, Quality Plus retains ownership of its pre-existing methodologies, templates, processes, training materials, technical materials, systems, documentation and intellectual property.
The Client receives the rights necessary to use deliverables supplied specifically for the Client’s engagement, subject to payment and any agreed restrictions.
13. Limitation of Liability
Quality Plus will provide services with reasonable professional care and competence.
To the maximum extent permitted by applicable law, Quality Plus shall not be liable for indirect, incidental, consequential or special losses arising from an engagement unless such liability cannot lawfully be excluded.
Nothing in these Terms excludes liability that cannot legally be excluded or limited.
14. Force Majeure
Quality Plus shall not be responsible for delay or failure to perform caused by circumstances beyond its reasonable control, including natural disasters, epidemics, government action, industrial disputes, major technical failures, interruption of utilities, transport disruption, security incidents or other circumstances that could not reasonably have been prevented.
15. Suspension or Termination
Either party may terminate an engagement where permitted by the applicable agreement or law.
Quality Plus may suspend services where continued performance would create a material safety, legal, regulatory, ethical or operational concern.
Termination does not affect rights or obligations that accrued before termination.
16. Data Protection
Personal information provided during a service engagement will be handled in accordance with our Privacy Policy and applicable Kenyan data-protection requirements.
Where personal information is provided to Quality Plus on behalf of another organization, the relevant parties should ensure that appropriate legal authority and instructions exist for the processing.
17. Governing Law
These Terms of Service are governed by the laws of Kenya.
The parties will seek to resolve disputes through good-faith communication before pursuing formal proceedings where reasonably practicable.
Where a dispute cannot be resolved amicably, it shall be subject to the applicable dispute-resolution mechanisms and courts of Kenya, unless another mechanism has been agreed in writing.
18. Changes to These Terms
Quality Plus may update these Terms of Service from time to time.
The version applicable to a particular engagement will generally be the version incorporated into the applicable quotation, agreement or service confirmation.
19. Contact
For questions concerning these Terms of Service, contact:
Quality Plus Laboratory and Consultancy Services
GW Cargo Building, First Floor
Mombasa Road, Nairobi, Kenya
Telephone: +254 020 2673415
Mobile: +254 722 801 996
Email: info@qplus.co.ke