Refund Policy

Last updated: [DATE] · Operator: [COMPANY NAME] Ltd · Questions: [EMAIL]

1. How payment protection works

When you accept a quote and pay by M-Pesa, the money is held by FundiSasa — it is not sent to the fundi yet. The fundi is paid only when you confirm the job, or automatically when the confirmation window in the app ends without action, unless a dispute is open.

2. When you can get a refund

• Job cancelled before start — full refund if the fundi has not started work.
• Fundi does not show up — full refund; report it via "Report a problem".
• Work incomplete or not as described — partial or full refund after our team reviews the evidence you submit with the dispute.
• Duplicate or mistaken payment — full refund of the erroneous amount.

3. When refunds are not given

• Work was completed and confirmed by you.
• The confirmation window ended without action and no dispute was raised in time (the confirmation window and its auto-confirm behaviour are shown in the app before you pay).
• You paid outside the platform (this voids protection — see the Terms).

4. How to request a refund

• Open the job in the app and tap "Report a problem" (this pauses the payout automatically).
• Describe what went wrong and add up to 3 photos as evidence.
• Our team reviews and decides within 3 working days ([SLA — adjust to your operations]).

5. Timeframes

Refunds are returned to the paying M-Pesa number within 24–72 hours of the decision, depending on Safaricom processing. You receive the M-Pesa reference code in the app and by SMS.

6. Escrow release timings

• Customer confirms → payout (minus the 12% fundi commission) is sent immediately.
• No response → automatic release after the confirmation window shown in the app before payment.
• Dispute open → payout paused until the case is resolved.

7. Contact

Refund questions: [EMAIL] · [PHONE] · [COMPANY NAME] Ltd, [ADDRESS], Nairobi, Kenya. Your statutory rights under Kenyan consumer law are not affected.