Refund Policy

This Refund Policy covers refunds for fees you pay to Francton Limited, operating as Garisea, for use of the dealer dashboard at dealer.garisea.com and the dealer side of the Garisea app. That includes:

• Subscription plan fees (monthly, quarterly or annual).
• Prepaid packs — Lead, Ad, Boost and Flash Deal Packs, and Takeover Packs bought before they were withdrawn.
• Plan add-ons, charged with your plan.
• Reservations of advertising placements.
• Wallet top-ups, by iPay or bank transfer.

This policy does not cover the vehicle transaction itself: Garisea is a marketplace facilitator, not a party to the sale between you and a buyer. Buyer-side refunds, vehicle warranties, and post-sale disputes are between you and the buyer under the agreement you sign at the point of sale.

This policy reads alongside the Dealer Terms of Service. Where the two conflict, the Dealer Terms control on interpretation; this policy controls on refund mechanics.

• Refunds go to your wallet. Every refund under this policy is paid into your Garisea wallet at once, where it is available straight away and settles any renewal waiting in grace. If you ask, Garisea may pay a refund out to you by bank transfer, at its discretion. We never reverse card or M-Pesa payments.
• Cooling-off on your first plan purchase only. The first plan you buy on your account can be refunded in full within 7 days (§3.1). Renewals, upgrades and later purchases have no cooling-off.
• No pro-rata refunds. Cancelling stops your next renewal; it doesn't refund the rest of a period you have paid for (§3.2).
• Use is irreversible — once impressions have been delivered, pack credits used, or a lead received, those amounts can't be refunded. The customer impression or buyer contact actually happened — we can't un-deliver it.
• Refunds carry no VAT. VAT is charged only when money is added to your wallet by a top-up, so a refund to your wallet carries no VAT. For each refund we issue a refund receipt showing the amount returned to your wallet (§12).
• Garisea-side issues are proactive — when we're at fault (sustained outage, billing error, a feature we billed for that wasn't delivered), we refund proactively. You don't need to ask.

3.1 Cooling-off on your first plan purchase

If you change your mind about the first plan you buy on your account, open a support ticket from your dashboard (Support) within 7 days of that purchase and ask for a cooling-off refund. No reason is needed. Once you ask, Garisea carries it out:

• We refund your full first payment for the plan to your Garisea wallet. If you ask, we may pay it out to you by bank transfer, at our discretion (§11).
• The plan ends when the refund is made, and your account moves to the Free plan.
• Any first-payment bonus month counts as used: it is not given again on a later purchase.
• The cooling-off covers only your first plan purchase. It does not cover renewals, upgrades or later purchases — to avoid a renewal charge, cancel before your renewal date (§3.2).

3.2 Cancelling

• You can cancel from Billing → Subscription at any time. Cancelling stops the next renewal charge: your plan stays live until the end of the period you have paid for, and then your account moves to the Free plan.
• Unused time is not refunded — there are no pro-rata refunds on cancellation.
• Until the period ends, Keep my plan on Billing → Subscription reverses the cancellation. Nothing is charged, and your plan renews on its original date.
• Pro-rata refunds are at Garisea's discretion and granted only for documented platform issues that prevented you from using the plan — sustained downtime, missing functionality you paid for, billing errors (§8).

3.3 Quarterly and annual plans

• Annual prepayments include a discount (2 months free).
• If your first plan purchase is quarterly or annual, the cooling-off in §3.1 refunds it in full, the same as a monthly plan.
• Otherwise, cancelling early does not refund the remaining months. The discount is the consideration for the longer commitment.
• For force-majeure or sustained Garisea-side platform issues, we may issue a pro-rata refund to your wallet at our discretion.

3.4 Trials

A trial is free. It never charges you and never turns into a paid plan: when it ends, your account goes back to the Free plan, so there is nothing to refund. Any trial credit left when it ends is frozen, not taken back, and is released when you buy a plan. If the first plan you buy comes after a trial, that purchase carries the cooling-off in §3.1.

3.5 Upgrades and downgrades

An upgrade starts at once at the new plan's full price for a full billing cycle. Time left on your current plan is not refunded, and it is not carried over — your plan runs to the later of your current period end and one full cycle from the upgrade. An upgrade has no cooling-off. A downgrade takes effect at your next renewal: nothing is charged when you request it, and the difference in price is not refunded.

3.6 Renewals

A renewal is charged from your wallet on the renewal date and is not covered by the cooling-off. If your wallet is short, your plan stays live for a grace period of at least 7 days, and any credit to your wallet settles the renewal at once (Dealer Terms §9).

3.7 Group plans

A group plan follows the same cancellation and refund rules as any other plan, and the cooling-off in §3.1 applies only to the first plan purchase on the group's account. While your storefront is in a group plan, any plan of its own is paused with its remaining time kept, not refunded, and resumes when your storefront leaves the group or the group plan ends (Dealer Terms §9).

Pack rules are pack-type-specific. The general rule — any use ends refund eligibility for the entire pack — applies to all packs unless noted below.

4.1 Lead Packs

• Unused (no leads delivered) — refundable in full within 7 days of purchase.
• Partially used — non-refundable. Each delivered lead is a customer who contacted you and whose details you received.
• Fake or spam leads — a lead our support team confirms was fake or spam gets its credit back (§6).

4.2 Ad Packs

• Unused pack — refundable within 7 days of purchase if none of its impressions have been used.
• Impressions already delivered — non-refundable. The customer screens actually displayed the ad.
• Ads Garisea removes — if Garisea rejects or removes an ad for policy reasons (creative fit, AUP violation), any reservation on it is cancelled and the impressions for its unused days come back to your pack balance (§4.4).
• Suspected invalid traffic — Garisea investigates. If confirmed, we restore the affected impressions to your pack balance.
• Performance complaints — “the campaign didn't convert well” is not a refund ground. Campaign tuning, targeting, and creative are the dealer's responsibility.

4.3 Boost and Flash Deal Packs

• Untouched pack credits — refundable within 7 days of purchase.
• Boosts and flash deals that end early — whoever stops them (you, Garisea, or the car being sold), the unused whole days go back to the pack or monthly allowance that paid for them. The day in progress counts as used.
• Days already run — non-refundable. The boost or deal was live for those days.

4.4 Reservations and takeovers

• A reservation is paid for once, when you book it, in impressions from your pack balance.
• You cancel — you can cancel a reservation at any time; there is no cut-off before it starts. A reservation that hasn't started returns all its impressions; one in progress returns the impressions for the days remaining.
• We reject or decline it — if the ad is rejected or the booking declined in review, the reservation is cancelled and the impressions for its unused days come back to your pack balance — all of them if it never started.
• Refunded impressions go back to your pack balance, never to your wallet as cash.
• Takeover Packs bought before they were withdrawn follow the general pack rule above.

4.5 What expires and what doesn't

Pack credits do not expire and are not lost when you change or cancel your plan — they stay on your account until used. A downgrade does not by itself trigger a refund. Credits that come with a plan period are different: your plan's monthly allowances belong to their period and expire at its end without carrying over, and they are not refunded. Your plan's included views reset each calendar month and are not refunded; views we couldn't deliver carry into the next month once, as set out in the Dealer Terms.

4.6 Plan add-ons

Add-ons follow the plan. An add-on is charged with your plan at renewal and is not covered by the cooling-off. Once that period has started, what the add-on gives you (such as a guide) is not refunded if you don't use it, and it expires with the period. Reducing or removing an add-on takes effect from your next renewal; the current period is not refunded (Dealer Terms §6).

• Wallet balance is platform credit, not a cash deposit. It can't be withdrawn, and it doesn't expire.
• Unspent top-ups — if you ask within 7 days of a top-up and none of it has been spent, Garisea may, at its discretion, pay it out to you by bank transfer. Open a support ticket from your dashboard (Support) with “refund top-up” and the payment reference.
• Partially spent top-ups — only the unspent balance can be considered, and only within the same 7 days.
• Deleting your account — If your wallet holds money when you delete your account, it isn't forfeited: we open a payout request and pay the balance back to you (or your business); we may contact you to confirm where to send it. We keep the contact and payment details needed for that payout until it is made.

If a delivered lead is fake, bot-generated, off-topic, spam, or otherwise invalid, open a support ticket from your dashboard (Support) with the lead's details, within 14 days of delivery.

• Confirmed-invalid leads — when our support team confirms a lead was fake or spam, we return the lead credit it used: to your monthly lead allowance, or to your Lead Pack balance if a pack credit paid for it. Garisea may also act against the account that sent the lead.
• Reports that don't meet the bar (a real customer who simply didn't convert, a buyer who decided to ghost, a tire-kicker) — not upheld. “Didn't buy” is not the same as “invalid.”
• Repeat baseless reports — a sustained record of reports that are not upheld may count against the dealership in moderation.
• Outcome timing — Garisea targets resolution within 5 business days. Complex reports (those needing buyer follow-up) may take longer; the ticket stays open until resolved.

Each verification badge has its own annual fee, shown before you apply (Dealer Terms §5). The fee is taken from your wallet when the badge is approved and at each yearly renewal; a refused application is not charged. A fee is never part-charged: if your wallet is short at approval the badge waits, and if it is short at a renewal the badge keeps running for a grace period of at least 7 days, until your wallet can cover the whole fee. A badge revoked for cause (fraud, AUP violations, false statements during verification) is not refunded. If Garisea removes a badge for any other reason, or charged its fee in error, we may refund the unused part of what you were actually charged for the badge's current year — or all of it — to your wallet. A badge that was never charged, such as one granted free, has nothing to refund.

Where Garisea is at fault — sustained downtime measured in hours, a feature you paid for that wasn't delivered as advertised, a billing error that double-charged you, an incident affecting your specific dealership account — we issue refunds proactively without requiring you to file a claim. We pay them into your wallet at once (§11). For published-incident events we'll send an email summarizing what happened and what credit was applied.

If you initiate a chargeback or payment dispute through your bank, M-Pesa, or iPay before contacting us:

• Your dealer account is automatically suspended pending resolution.
• Listings linked to your account are taken offline until the dispute is resolved and any owed balance is settled.
• If the chargeback is resolved in our favor, the suspension is lifted on settlement of the balance, including any iPay chargeback handling fees passed through to your account.
• Repeated bad-faith chargebacks are grounds for permanent account closure under Dealer Terms §13.

We strongly prefer that you contact us first — open a support ticket from your dashboard (Support), or email [email protected]. Most issues that would otherwise become chargebacks are resolvable directly and faster.

If a customer asks you for a refund on a vehicle sale, that's between you and the customer under the sale agreement at the point of purchase. Garisea has no role in such a refund, couldn't process it even if asked (we never held that money), and won't intervene. Our role is the marketplace that connected you — once the transaction moves off-platform, so does the dispute. We recommend you put refund and warranty terms in writing before completing every sale.

• To your wallet, at once — every refund is paid into your Garisea wallet as soon as it is approved and is visible in Billing → Wallet within seconds. A refund that arrives while a renewal is waiting in grace settles it at once.
• Paid out by bank transfer, on request — if you ask, Garisea may pay refunded money out to you by bank transfer, at its discretion.
• No card or M-Pesa reversals — we never reverse a payment to a card or M-Pesa.
• Credits and impressions — refunds on boosts, flash deals, reservations and Ad Packs go back to the pack or allowance that paid, as days or impressions (§4).
• Response time — we respond to refund requests within 5 business days. If we need more information we'll say so — your request stays open until resolved.

VAT is charged when you top up your wallet, on top of the amount added to it; spending your wallet balance adds no further VAT. A refund to your wallet therefore carries no VAT: you receive back the amount that was taken from your wallet. For each refund we issue a refund receipt showing the amount returned to your wallet, available under Billing → Receipts. The VAT on the original top-up stays on that top-up's invoice. Garisea does not act as your tax agent; for bespoke filing advice consult a KRA-registered tax practitioner.

• All refunds are made in Kenya Shillings (KES), the currency of your wallet.
• If your card was charged in a non-KES currency due to bank-side FX conversion, any refund is made in KES at the amount Garisea originally received; FX gains or losses between charge and refund are between you and your bank.
• Bank-side transaction fees originally deducted by your card issuer or by M-Pesa are not refundable by Garisea — those weren't received by us.

Refund requests: open a support ticket from your dashboard (Support), or email [email protected]. Include your dealership name, the order or invoice ID, the refund type (subscription / pack / reservation / wallet / platform issue), and a short description. The faster we have those, the faster your refund reaches your wallet. To escalate a decision, reply on the same ticket and ask for it to be escalated, or email [email protected] with the ticket reference and the word “escalation”.