1. Purpose
The purpose of this Billing, Payment & Refund Policy is to provide clear guidelines to customers regarding how billing, payment and refunds are handled for value-added services provided on the CARS360 platform ("Platform"). We are committed to ensuring a fair and transparent experience for all users on our Platform. Please read this Policy carefully before making an order. By using the Platform, you agree to comply with this Policy.
2. Billing & Payment
2.1 Billing Information
You are required to provide accurate and complete billing information at the time of placing an order. This includes name, contact details and valid payment information.
2.2 Billing Process
- The billing process begins once you place an order for the services.
- Once an order is confirmed, an invoice will be generated showing the service(s) purchased, applicable fees, taxes and the total amount due.
- You are responsible for any taxes, duties or additional charges related to the service(s) purchased.
- Full payment is due upon receipt of the invoice.
2.3 Payment Methods
- We accept various payment methods which will be displayed during checkout. You are required to select the one that best suits your preferences.
- We use authorized third-party payment services to securely process all payments.
2.4 Billing Discrepancies
In case of any discrepancies or billing errors, please contact our customer support team within 24 hours of receipt of the invoice via info@cars360.co.ke.
3. Refund
3.1 Refund Eligibility
We offer refunds with respect to a value-added service (the "service") under the following circumstances:
- We are unable to deliver the service as specified in your order.
- You cancel a service before the work has commenced.
- The service received differs materially from the specifications outlined in the original order.
- If technical issues, errors or system failures prevent the completion of the service.
- If you are charged an incorrect amount or accidentally billed multiple times for a service.
- If your payment method is charged without your consent or authorization made for a service that you did not request.
- In exceptional cases, where we determine that extenuating circumstances warrant a refund, we may consider such requests on a case-by-case basis.
3.2 Refund Process
A request for a refund will follow these steps:
- Contact our Customer Support: Send an email to info@cars360.co.ke with your contact email and phone number, service details, reasons for the request and any supporting documentation or evidence if applicable.
- Review and Verification: Our team will review your request and may reach out to you for additional information if needed.
- Refund Approval: If your refund request is approved, it will be processed within 2-3 business days of receiving the request and/or any necessary documentation. Please allow additional time for the refunded amount to reflect in your account based on your payment method and financial institution used to make the purchase.
3.3 Non-Refundable Services
Please note that certain fees are non-refundable, including but not limited to listing, preferential listing, and any fees for services that have already been provided or partially performed.
3.4 General Refund Conditions
- All refund requests must be made within 14 days from the date of payment.
- Refunds will be processed to the original payment method used.
- We reserve the right to deny refund requests if it is determined that the request does not meet our refund policy criteria.
4. How to Contact Us
If you would like to contact us, you can email us at info@cars360.co.ke or submit a request via the Contact Us page.
5. Applicable Law
These terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by the laws of the Republic of Kenya. We both agree to the exclusive jurisdiction of the courts of the Republic of Kenya.
6. Amendments to the Policy
We reserve the right to update or modify this Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
Statement Effective Date: 4 September 2026, Version 01.