REFUND POLICY

02. IF YOU PAY LESS THAN THE PRICE

This can happen with a manual M-Pesa payment, a crypto payment that arrives short, or a typing mistake. We record what arrived and keep your order open for 7 days. On the payment screen, on your order page, and in the email we send you, you can:

• +Pay the rest by M-Pesa, card or crypto, your report is generated as soon as the balance arrives;
• +Keep it as wallet credit for a later report; or
• +Get a refund of everything you paid.

If you haven't chosen within 7 days, we close the order and refund what you paid to where it came from. If money reaches us after an order is closed or already complete, it goes to your wallet, it is never kept by us.

03. IF YOU PAY MORE THAN THE PRICE

Your report is generated as normal and the extra is added to your CarTrust wallet straight away. We email you to confirm the amount. You can spend it on any report, or ask for it back at any time.

04. WHEN A REPORT PURCHASE IS REFUNDED

• +We show you whether records exist for the vehicle before you pay. If no data is found, you are not charged.
• +If your payment went through but we couldn't generate the report, our team is alerted automatically and you get a full refund (or wallet credit, if you prefer).
• +If a card payment is declined or you cancel it, your card isn't charged. A cancelled M-Pesa prompt doesn't take any money either.
• +Bought a report for the same vehicle twice within 30 days by mistake? Contact us. Duplicate purchases are eligible for refund consideration.
• +A report that was delivered and opened, downloaded or shared is generally not refundable, because the data has been provided. Concerns about the accuracy of third-party data are handled as described in our Terms of Service.

05. YOUR CARTRUST WALLET

Your wallet holds money that belongs to you: the difference when you pay more than the price, part payments you chose to keep, payments that arrived after an order closed, and refunds we couldn't send.

• +It's tied to your email address. Sign in with that email to see it under Dashboard → Wallet, with every credit and payment listed.
• +Choose Wallet at checkout to pay for a report when your balance covers the price.
• +Ask for any part of the balance back at any time from the wallet page. The amount leaves your wallet when you ask, and comes back if we can't send it.
• +The balance is in Kenyan shillings, earns no interest, and can't be transferred to another person.

06. HOW REFUNDS ARE SENT

Our team sends each refund by hand, usually within 3 working days of your request, and emails you with the payment reference once it's sent. You choose where it goes:

• +M-Pesa, to the number you give us.
• +Card: back to the card you paid with, through Paystack. Your bank may take a few more days to show it.
• +Crypto, to the wallet address you give us. We confirm the coin and amount with you before sending.
• +Bank transfer, to the account you give us.

If the details you gave don't work (for example, an unregistered number), we put the money back in your wallet and tell you, so you can ask again with corrected details.

07. BUSINESSES AND AFFILIATES

Business wallet balances are covered by your organization's agreement with us, contact your account manager or [email protected]. When a purchase that earned an affiliate commission is refunded, the commission is reversed, as set out in the affiliate terms.

08. HOW TO ASK

Use the options on your order page or your wallet page, or email [email protected] with your order reference. This policy doesn't affect your rights under the Consumer Protection Act, 2012 of Kenya.