Kijani Kifaa Works produces durable kitchen tools and serving boards, buying much of its timber from small Kenyan workshops. The team joined No Surprise Fees because customers ordering from outside Nairobi were sometimes unsure whether delivery, packing, or handling charges would appear after checkout. That uncertainty led to abandoned orders and awkward conversations with buyers who had already set a budget. The business now displays the full amount due before payment, including delivery and any applicable charges, and sends the same breakdown in its order confirmation. Staff also check that market-stall prices and online listings match. During the first eight weeks, the revised checkout was used for 126 orders, and customer questions about extra charges fell from 19 in the previous period to four. The owner says the pledge did not make every delivery cheaper; it made the price easier to understand, which helps customers decide with confidence.
