What happens when breach of service delivery occurs?

The recent dispute between organisers of a wedding party and the proprietors of Château Le Marara, a hotel in Karongi District in Western Province, has reignited public debate about consumer rights and the challenges faced by those who receive poor service but lack knowledge of how or where to seek redress. ALSO READ: Château Le Marara hotel temporarily closed The incident, which went viral, involves conflicting claims around service delivery during a high-end wedding. The bridal party alleges that they paid $30,000 for services that were not delivered as agreed, while the hotel proprietors claim the clients are attempting to avoid paying an outstanding balance of $5,000. But this is not an isolated case. Across Rwanda’s growing hospitality industry, service-related disputes are common and often leave clients feeling powerless and unsure where to turn. When Alexandre Mugabo, 32, entrepreneur based in Kigali, tied the knot earlier this year, he thought he had done everything right. He booked a well-reviewed photographer, paid Rwf 1.8 million upfront for full coverage, including edited photos and a professional wedding video and waited eagerly for the final product. ALSO READ: RDB probes into poor service claims at Château Le Marara hotel But months later, Mugabo says he has received nothing more than a handful of low-quality images, far from the polished sample he was shown before making the payment. “This was supposed to be the most important day of our lives, and we trusted someone to capture it. Now they’ve gone silent, and I don’t even know where to report them,” he said. The photographer has reportedly argued that the amount paid covered only basic coverage, and that editing or delivering a full video would require an extra charge. However, Mugabo insists there was a verbal agreement sealed by a signed document which promised full photography and videography services. The contract, however, did not clearly list deliverables or timelines. “I asked for a proper breakdown and they said everything was included. Now they’re acting like I should have known better,” Mugabo said. ALSOL READ: Hotel managers blame owners for poor service Innocent Muramira, a legal practitioner and founder of Muramira & Co Advocates, said both cases fall squarely under Rwanda’s contract and commercial law and that courts remain the most appropriate avenue for redress. “When a breach of service delivery happens, it should be resolved through commercial courts. Under Rwandan law, any commercial transaction exceeding Rwf 50,000 must be supported by an agreement, whether oral or written, as long as it meets legal requirements,” Muramira said. He explained that once a contract is in place, both parties are legally bound to honour their obligations in good faith, as stipulated in Article 64 of Rwanda’s contract law. “If someone feels cheated after paying for a service, they should gather all evidence, proof of payment, messages, emails and file a claim in the Commercial Court. The law is very clear: both parties must meet their responsibilities with honesty and integrity,” he said. “If either side believes the agreement has been breached, they may file a lawsuit. However, if the contract includes a clause for alternative dispute resolution mechanisms such as mediation or arbitration then those must be pursued before turning to court,” he added. ALSO READ: Upholding service excellence through accountability and communication In cases where a breach is confirmed, the injured party may be awarded damages. “This compensation can cover financial loss, legal fees, emotional distress, or even reputational harm. And importantly, the accused, such as the hotel in this scenario, also has the right to file a counterclaim if they believe their brand was unfairly tarnished,” he said. While some citizens call for intervention from the Rwanda Investigation Bureau (RIB), Muramira clarified that only criminal offences like fraud or blackmail, fall under RIB’s jurisdiction. Service delivery disputes are civil matters and should be handled in commercial courts. He also noted that poorly documented or vague contracts often lead to misunderstandings and disputes. “In most cases, the first thing a court will ask is: what exactly was ordered, and what was delivered? If neither side has clear documentation, the case becomes one of credibility and circumstantial evidence,” he said. Muramira emphasised that every consumer in Rwanda has the right to receive the service they paid for but must also know the proper legal channels for seeking justice. “When your rights are violated, you should pursue legal action. But turning to social media to gain sympathy can backfire. This growing trend of seeking ‘15 minutes of fame’ rarely holds up in court and could even hurt your case especially if it amounts to defamation.”

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What happens when breach of service delivery occurs?