Returns & Refunds Policy

1. Overview

This policy explains how refunds, cancellations, and disputes are handled across GARAJI services. Rules differ depending on whether you are paying for a garage service, purchasing marketplace parts, or subscribing to GARAJI software.

This policy supplements our Terms & Conditions.

2. Garage job and service payments

When you pay a garage for repair work, maintenance, POS services, or counter sales through GARAJI payment tools (e.g. M-Pesa STK push, payment link, or QR):

• The garage is the merchant of record for the service provided
• GARAJI facilitates payment collection and settlement to the garage's registered account
• Refund requests are initiated by authorized garage staff and require manager approval before processing
• Approved refunds are recorded in the platform and returned to the payer where possible via the original payment method

Disputes about repair quality, pricing, or workmanship are primarily between the motorist and the garage. GARAJI provides transaction records and may assist through our resolution case process where appropriate.

Insurance-funded jobs: Refunds and adjustments for insurer-paid work follow the applicable insurer's approval rules. Garages record insurance transfers in the platform; GARAJI does not guarantee insurer reimbursement timelines.

Cash or card-at-counter: Payments recorded manually at the garage counter are handled directly by the garage according to its own policies.

3. Marketplace parts orders

3.1 Cancellations before fulfilment

After placing an order, the supplier may accept or reject it before dispatch. If an order is rejected, any payment collected will be refunded or released according to the payment method and order status.

3.2 Return window

Buyers may request a return within 24 hours of confirmed delivery for eligible marketplace parts orders. Return requests submitted after this window may be declined.

3.3 Return process

Returns typically follow these stages:

1. Pending — buyer submits a return request with reason
2. Approved / rejected — supplier or platform reviews the request
3. Received — returned goods are received by the supplier
4. Refunded — refund is processed to the buyer

While a return is active, supplier settlement may be placed on hold until the case is resolved.

3.4 Eligibility

Returns are generally accepted for incorrect, damaged, or defective items received. Items must be returned in reasonable condition unless defective. Certain items (e.g. custom-ordered or installed parts) may not be eligible; the supplier may specify additional conditions at purchase.

4. SaaS subscriptions

Fees for GARAJI software subscriptions (Garage OS, Garage POS, Counter Sales, and related plans) are:

• Billed in advance on a monthly or annual basis
• Non-refundable except as required by applicable law
• Subject to suspension for non-payment as described in our Terms

You may cancel future renewals by contacting us or through account settings where available. Cancellation does not entitle you to a refund for the current billing period unless required by law.

5. Disputes

Unresolved issues may be escalated to GARAJI through our resolution case workflow. We review order history, payment records, and communications provided by the parties. Our role is to facilitate fair resolution; we do not guarantee outcomes in favour of any party.

For marketplace disputes, contact us promptly with your order reference. For garage payment disputes, contact the garage first; GARAJI support can assist with transaction verification.

6. Refund timing

Approved refunds are processed as soon as practicable. Actual crediting times depend on your bank or mobile money provider and may take several business days. GARAJI is not responsible for delays caused by third-party payment networks.

7. Contact

To request a return, report a dispute, or ask about a refund: