Draft for legal review

This document is an internal policy draft and has not yet been approved as AutoGo's final legal policy. It should be reviewed by qualified Kenyan legal, tax, insurance and compliance professionals before publication or use as binding contractual terms.

Refund, Cancellation & Reversal Policy

Draft v0.1 · Prepared 26 September 2026 · Kenya

In plain language

AutoGo is a marketplace. Vehicles belong to independent CarHosts; AutoGo does not own them.
Kenyan law comes first. Nothing in this policy takes away rights you have under Kenyan law.
Every refund is reviewed and approved by the AutoGo team. None are paid automatically.
If a CarHost, driver or AutoGo cancels, or you were charged by mistake, you get the full amount back.
If you cancel, the amount returned depends on how early you cancel. The exact windows and fees are to be confirmed.
Refunds go back to the M-Pesa number or card you paid with, in Kenya Shillings.
You can ask for a decision to be reviewed again, and you can still complain to the relevant authorities.

1. Introduction

What this policy is and who AutoGo is.

1.1This Policy sets out how AutoGo handles cancellations, refunds, payment reversals, deposit releases and other financial adjustments on the AutoGo platform in Kenya.
1.2AutoGo operates an online marketplace that connects customers with independent, verified vehicle owners ("CarHosts") and drivers. AutoGo does not own the vehicles listed on the platform.
1.3This Policy forms part of the AutoGo Terms of Service. Where a booking-specific agreement contains different terms, the order of priority in clause 4.2 applies.

2. Scope

Who and which transactions are covered.

2.1This Policy applies to customers, CarHosts, drivers and chauffeurs, corporate clients, franchise partners and purchasers from any AutoGo e-shop.
2.2It covers vehicle rentals, driver and chauffeur hire, group transport, booking extensions, security deposits, platform and service fees, corporate wallet balances and e-shop orders.
2.3It does not cover fines, tolls, fuel, parking or other third-party charges incurred during a trip, which are governed by the rental agreement.

3. Definitions

Key terms used throughout.

3.1"Booking" means a confirmed reservation made through the platform. "Pickup Time" means the start time shown on the booking confirmation.
3.2"Refund" means the return of money to the payer. "Reversal" means the cancellation of a payment by the payment provider. "Credit Note" means a tax document reducing a previously issued invoice.
3.3"Security Deposit" means an amount held to secure performance of a rental and released or applied in accordance with section 12.
3.4"Service Failure" means a failure by AutoGo, a CarHost or a driver to provide the booked service substantially as described.
3.5"Refund Case" means the record opened for each refund request, with its reference number, evidence, calculation, decisions and audit history.

4. Legal Framework

Kenyan law takes priority over this Policy.

4.1This Policy is governed by the laws of Kenya. Legislation that may apply includes the Constitution of Kenya, the Consumer Protection Act, the Law of Contract Act, the Data Protection Act and its Regulations, the Value Added Tax Act, the Tax Procedures Act, electronic tax invoice (eTIMS) requirements, and the Kenya Information and Communications Act. The applicability of each to AutoGo's operating model is Legal review required.
4.2Order of priority: (a) applicable Kenyan law; (b) the booking-specific agreement; (c) this Policy; (d) general platform terms; (e) help-centre guidance.
4.3Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded or limited. Any clause found unenforceable is severed without affecting the remainder.
4.4Payment-provider rules (including Safaricom M-Pesa and Pesapal card processing) may affect how and when refunds can be executed. Specific provider obligations are Legal review required.

5. General Refund Principles

Fairness, transparency, team approval.

5.1Refunds are calculated by the platform from the booking record, and every refund is reviewed and approved by the AutoGo team before any money is returned. No refund is paid automatically.
5.2Where a cancellation or failure is not caused by the customer, the customer is entitled to a full refund of amounts paid for the affected service.
5.3Each refund decision records the reason, the calculation shown to the customer, the approver, and the time of approval.
5.4Refunds are returned in Kenya Shillings to the original payment method, subject to section 17.

6. Customer Cancellations

What you get back when you cancel.

6.1A customer may cancel a booking through My bookings at any time before Pickup Time.
6.2Cancellation windows and amounts retained are: cancellation to be confirmed hours or more before Pickup Time — to be confirmed% refunded; between to be confirmed and to be confirmed hours — to be confirmed% refunded; less than to be confirmed hours — to be confirmed% refunded.
6.3A no-show, or cancellation after Pickup Time, may result in no refund of the rental fee, except where a Service Failure is established. Whether a full forfeiture is fair in every case is Legal review required.
6.4Amounts retained must reasonably reflect the loss caused to the CarHost or driver and must not operate as a penalty. Legal review required
6.5Unused days after a trip has started are not refundable unless the AutoGo team approves an exception.

7. CarHost Cancellations

Full refund if the CarHost cancels.

7.1If a CarHost cancels a confirmed booking, or the vehicle is unavailable at Pickup Time, the customer receives a full refund of all amounts paid, including fees.
7.2AutoGo may offer a comparable replacement vehicle. Accepting a replacement is optional.
7.3The CarHost receives no earnings for the cancelled booking and may be subject to a cancellation charge of to be confirmed and listing restrictions under the CarHost terms.

8. AutoGo Cancellations

When AutoGo cancels for safety, fraud or compliance.

8.1AutoGo may cancel a booking for safety, suspected fraud, failed verification, legal compliance or platform error.
8.2Where AutoGo cancels for reasons not caused by the customer, the customer receives a full refund.
8.3Where AutoGo cancels because the customer failed verification or breached the Terms, the refund is assessed under section 6. Withholding more than the loss actually caused is Legal review required.

9. Drivers & Chauffeurs

Driver hire cancellations and earnings.

9.1Driver and chauffeur hire cancellations follow the windows in section 6 unless the driver booking terms state otherwise: to be confirmed.
9.2If the driver cancels or fails to attend, the customer receives a full refund of the driver fee.
9.3Drivers receive 80% of the driver fee; AutoGo retains 20%. When a refund is approved, the driver's share is adjusted in proportion to the amount refunded, except where the cancellation was caused by the customer after the driver had reported for duty, in which case to be confirmed.
9.4Payouts already made may be recovered from future earnings by an adjustment shown on the driver's statement.

10. Corporate Clients

Wallet credits, invoices and statements.

10.1Refunds on corporate bookings paid from a prepaid corporate wallet are returned to that wallet unless the corporate agreement provides otherwise.
10.2Refunds on invoiced bookings are issued as credit notes against the relevant invoice.
10.3Only authorised account administrators may request refunds of wallet balances to a bank or M-Pesa account. Withdrawal of unused wallet balances is subject to the corporate agreement: to be confirmed.

11. Franchise Partners

Franchise fees and territory bookings.

11.1Refunds of franchise application, onboarding or territory fees are governed by the franchise agreement and are Legal review required.
11.2Customer bookings made in a franchise territory follow this Policy. Any franchise commission on a refunded booking is reversed in proportion to the refund.

12. Security Deposits

When deposits are held, released or applied.

12.1Any security deposit, and the amount, is shown before payment.
12.2Deposits are released after the vehicle is returned and the return condition record is completed, within to be confirmed business days.
12.3A deposit may be applied only to documented amounts owed under the rental agreement (for example damage, late return, cleaning or unpaid charges), supported by condition records, photos or receipts. AutoGo may not retain a deposit for any other reason.
12.4The customer is told the amount and reason for any deduction and may dispute it under section 21 within to be confirmed days. The disputed portion is held, not applied, until the dispute is decided.

13. Vehicle Problems

Vehicle not as described or unsafe.

13.1If a vehicle is materially different from its listing or is unsafe, the customer should report it at pickup through the app with photos before driving away.
13.2Where confirmed, the customer may accept a replacement or receive a full refund.
13.3Problems reported after the trip starts are assessed on evidence and may result in a partial refund for the affected period.

14. Accidents & Breakdowns

Mechanical failures and incidents.

14.1If a vehicle breaks down through no fault of the customer, the customer may receive a replacement or a refund for the unused rental period.
14.2Breakdowns or accidents caused by customer misuse are handled under the rental agreement and applicable insurance cover, not this Policy.
14.3Insurance requirements and the allocation of liability for accidents are Legal review required.

15. Payments, Failures & Reversals

Failed, short and reversed payments.

15.1If a payment fails but money leaves the customer's account, the amount is returned once confirmed against the payment provider record.
15.2If a customer pays less than the booking price, the booking is not confirmed, and the amount paid is returned after review.
15.3Payment reversals initiated by a provider are recorded against the booking. Any booking relying on a reversed payment may be suspended until payment is restored.
15.4M-Pesa refunds are sent to the paying M-Pesa number. Card refunds are returned through Pesapal to the paying card.

16. Duplicate Payments

Charged twice or overpaid.

16.1Duplicate payments and overpayments are returned in full once verified against provider records.
16.2Each payment callback is recorded once, so a single payment cannot be credited or refunded twice.

17. Refund Processing

How requests are reviewed and paid.

17.1Requests are made from the booking receipt. The customer sees an estimate calculated from this Policy and receives a Refund Case reference immediately.
17.2Requests should be made within to be confirmed days of the cancellation, charge or trip end. Late requests are still considered where Kenyan law requires. Legal review required
17.3The AutoGo team reviews requests within to be confirmed business days. Refunds above to be confirmed, and any manually changed refund amount, require a second, independent approver ("four-eyes" control). The requester of a refund cannot approve it.
17.4After approval, M-Pesa refunds are usually sent within to be confirmed business days; card refunds may take to be confirmed business days depending on the issuing bank.
17.5Refunds go to the original payment method. Refunds to another destination require identity verification and approval by a senior team member.
17.6Every refund is posted to AutoGo's double-entry ledger and adjusts the related CarHost, driver or franchise earnings where applicable.

18. Tax & Credit Notes

Invoices, VAT and credit notes.

18.1Where a tax invoice has been issued, a refund is accompanied by a credit note referencing the original invoice.
18.2VAT treatment of refunds, cancellation charges and deposits, and eTIMS credit-note requirements, are Legal review required and subject to tax adviser confirmation.
18.3Customers receive an updated receipt showing the original amount, the refund and the net amount paid.

19. E-Shop

Physical goods purchased from AutoGo.

19.1Faulty, damaged or wrongly supplied goods may be returned for repair, replacement or refund.
19.2Return windows for goods that are not faulty are to be confirmed. Statutory rights for defective goods are Legal review required.

20. Chargebacks & Fraud

Card disputes and abuse.

20.1Customers are encouraged to contact AutoGo before raising a card chargeback, as this is usually faster. Raising a chargeback does not waive any right.
20.2Where a chargeback is raised and a refund has also been paid, AutoGo may recover the duplicated amount.
20.3AutoGo may delay or decline refunds where there is evidence of fraud or abuse, and will record the reason. Such decisions remain open to review under section 21.

21. Disputes

Challenging a decision.

21.1A customer, CarHost or driver may ask for a refund decision to be reviewed by replying with the Refund Case reference within to be confirmed days.
21.2Reviews are handled by a senior team member not involved in the original decision.
21.3AutoGo's decisions are not final and binding on customers. Customers keep the right to complain to the relevant authorities or to seek remedies before the courts or tribunals of Kenya. Legal review required

22. Data Protection

How refund data is used and kept.

22.1AutoGo processes personal data in refund cases (such as name, phone number, payment references and evidence) only to assess, pay and account for refunds, prevent fraud and meet legal obligations, in line with the Data Protection Act.
22.2Refund and payment records are retained for the period required by tax and accounting law: Legal review required.
22.3Card numbers are not stored by AutoGo. Payment details are shared with payment providers only as needed to execute the refund.

23. Force Majeure

Events beyond anyone's control.

23.1Where a booking cannot proceed because of events beyond the reasonable control of the parties (for example natural disasters, government restrictions or civil unrest), the customer may choose to reschedule or receive a refund.
23.2Whether any amount may be retained in force majeure events is Legal review required.

24. Policy Changes

How this Policy is updated.

24.1AutoGo may update this Policy. The version and effective date are shown at the top of this page.
24.2The version in force when a booking was confirmed applies to that booking, unless a later version is more favourable to the customer.
24.3Material changes are notified to users in advance of taking effect: notice period to be confirmed.

25. Contact & Complaints

How to reach AutoGo.

25.1Refund questions and complaints can be sent to the AutoGo support team using the details shown on this page. Please include your booking or Refund Case reference.
25.2AutoGo's registered business name and address will be published here once approved.

1. Introduction+

1.1This Policy sets out how AutoGo handles cancellations, refunds, payment reversals, deposit releases and other financial adjustments on the AutoGo platform in Kenya.
1.2AutoGo operates an online marketplace that connects customers with independent, verified vehicle owners ("CarHosts") and drivers. AutoGo does not own the vehicles listed on the platform.
1.3This Policy forms part of the AutoGo Terms of Service. Where a booking-specific agreement contains different terms, the order of priority in clause 4.2 applies.

2. Scope+

2.1This Policy applies to customers, CarHosts, drivers and chauffeurs, corporate clients, franchise partners and purchasers from any AutoGo e-shop.
2.2It covers vehicle rentals, driver and chauffeur hire, group transport, booking extensions, security deposits, platform and service fees, corporate wallet balances and e-shop orders.
2.3It does not cover fines, tolls, fuel, parking or other third-party charges incurred during a trip, which are governed by the rental agreement.

3. Definitions+

3.1"Booking" means a confirmed reservation made through the platform. "Pickup Time" means the start time shown on the booking confirmation.
3.2"Refund" means the return of money to the payer. "Reversal" means the cancellation of a payment by the payment provider. "Credit Note" means a tax document reducing a previously issued invoice.
3.3"Security Deposit" means an amount held to secure performance of a rental and released or applied in accordance with section 12.
3.4"Service Failure" means a failure by AutoGo, a CarHost or a driver to provide the booked service substantially as described.
3.5"Refund Case" means the record opened for each refund request, with its reference number, evidence, calculation, decisions and audit history.

4. Legal Framework+

4.1This Policy is governed by the laws of Kenya. Legislation that may apply includes the Constitution of Kenya, the Consumer Protection Act, the Law of Contract Act, the Data Protection Act and its Regulations, the Value Added Tax Act, the Tax Procedures Act, electronic tax invoice (eTIMS) requirements, and the Kenya Information and Communications Act. The applicability of each to AutoGo's operating model is Legal review required.
4.2Order of priority: (a) applicable Kenyan law; (b) the booking-specific agreement; (c) this Policy; (d) general platform terms; (e) help-centre guidance.
4.3Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded or limited. Any clause found unenforceable is severed without affecting the remainder.
4.4Payment-provider rules (including Safaricom M-Pesa and Pesapal card processing) may affect how and when refunds can be executed. Specific provider obligations are Legal review required.

5. General Refund Principles+

5.1Refunds are calculated by the platform from the booking record, and every refund is reviewed and approved by the AutoGo team before any money is returned. No refund is paid automatically.
5.2Where a cancellation or failure is not caused by the customer, the customer is entitled to a full refund of amounts paid for the affected service.
5.3Each refund decision records the reason, the calculation shown to the customer, the approver, and the time of approval.
5.4Refunds are returned in Kenya Shillings to the original payment method, subject to section 17.

6. Customer Cancellations+

6.1A customer may cancel a booking through My bookings at any time before Pickup Time.
6.2Cancellation windows and amounts retained are: cancellation to be confirmed hours or more before Pickup Time — to be confirmed% refunded; between to be confirmed and to be confirmed hours — to be confirmed% refunded; less than to be confirmed hours — to be confirmed% refunded.
6.3A no-show, or cancellation after Pickup Time, may result in no refund of the rental fee, except where a Service Failure is established. Whether a full forfeiture is fair in every case is Legal review required.
6.4Amounts retained must reasonably reflect the loss caused to the CarHost or driver and must not operate as a penalty. Legal review required
6.5Unused days after a trip has started are not refundable unless the AutoGo team approves an exception.

7. CarHost Cancellations+

7.1If a CarHost cancels a confirmed booking, or the vehicle is unavailable at Pickup Time, the customer receives a full refund of all amounts paid, including fees.
7.2AutoGo may offer a comparable replacement vehicle. Accepting a replacement is optional.
7.3The CarHost receives no earnings for the cancelled booking and may be subject to a cancellation charge of to be confirmed and listing restrictions under the CarHost terms.

8. AutoGo Cancellations+

8.1AutoGo may cancel a booking for safety, suspected fraud, failed verification, legal compliance or platform error.
8.2Where AutoGo cancels for reasons not caused by the customer, the customer receives a full refund.
8.3Where AutoGo cancels because the customer failed verification or breached the Terms, the refund is assessed under section 6. Withholding more than the loss actually caused is Legal review required.

9. Drivers & Chauffeurs+

9.1Driver and chauffeur hire cancellations follow the windows in section 6 unless the driver booking terms state otherwise: to be confirmed.
9.2If the driver cancels or fails to attend, the customer receives a full refund of the driver fee.
9.3Drivers receive 80% of the driver fee; AutoGo retains 20%. When a refund is approved, the driver's share is adjusted in proportion to the amount refunded, except where the cancellation was caused by the customer after the driver had reported for duty, in which case to be confirmed.
9.4Payouts already made may be recovered from future earnings by an adjustment shown on the driver's statement.

10. Corporate Clients+

10.1Refunds on corporate bookings paid from a prepaid corporate wallet are returned to that wallet unless the corporate agreement provides otherwise.
10.2Refunds on invoiced bookings are issued as credit notes against the relevant invoice.
10.3Only authorised account administrators may request refunds of wallet balances to a bank or M-Pesa account. Withdrawal of unused wallet balances is subject to the corporate agreement: to be confirmed.

11. Franchise Partners+

11.1Refunds of franchise application, onboarding or territory fees are governed by the franchise agreement and are Legal review required.
11.2Customer bookings made in a franchise territory follow this Policy. Any franchise commission on a refunded booking is reversed in proportion to the refund.

12. Security Deposits+

12.1Any security deposit, and the amount, is shown before payment.
12.2Deposits are released after the vehicle is returned and the return condition record is completed, within to be confirmed business days.
12.3A deposit may be applied only to documented amounts owed under the rental agreement (for example damage, late return, cleaning or unpaid charges), supported by condition records, photos or receipts. AutoGo may not retain a deposit for any other reason.
12.4The customer is told the amount and reason for any deduction and may dispute it under section 21 within to be confirmed days. The disputed portion is held, not applied, until the dispute is decided.

13. Vehicle Problems+

13.1If a vehicle is materially different from its listing or is unsafe, the customer should report it at pickup through the app with photos before driving away.
13.2Where confirmed, the customer may accept a replacement or receive a full refund.
13.3Problems reported after the trip starts are assessed on evidence and may result in a partial refund for the affected period.

14. Accidents & Breakdowns+

14.1If a vehicle breaks down through no fault of the customer, the customer may receive a replacement or a refund for the unused rental period.
14.2Breakdowns or accidents caused by customer misuse are handled under the rental agreement and applicable insurance cover, not this Policy.
14.3Insurance requirements and the allocation of liability for accidents are Legal review required.

15. Payments, Failures & Reversals+

15.1If a payment fails but money leaves the customer's account, the amount is returned once confirmed against the payment provider record.
15.2If a customer pays less than the booking price, the booking is not confirmed, and the amount paid is returned after review.
15.3Payment reversals initiated by a provider are recorded against the booking. Any booking relying on a reversed payment may be suspended until payment is restored.
15.4M-Pesa refunds are sent to the paying M-Pesa number. Card refunds are returned through Pesapal to the paying card.

16. Duplicate Payments+

16.1Duplicate payments and overpayments are returned in full once verified against provider records.
16.2Each payment callback is recorded once, so a single payment cannot be credited or refunded twice.

17. Refund Processing+

17.1Requests are made from the booking receipt. The customer sees an estimate calculated from this Policy and receives a Refund Case reference immediately.
17.2Requests should be made within to be confirmed days of the cancellation, charge or trip end. Late requests are still considered where Kenyan law requires. Legal review required
17.3The AutoGo team reviews requests within to be confirmed business days. Refunds above to be confirmed, and any manually changed refund amount, require a second, independent approver ("four-eyes" control). The requester of a refund cannot approve it.
17.4After approval, M-Pesa refunds are usually sent within to be confirmed business days; card refunds may take to be confirmed business days depending on the issuing bank.
17.5Refunds go to the original payment method. Refunds to another destination require identity verification and approval by a senior team member.
17.6Every refund is posted to AutoGo's double-entry ledger and adjusts the related CarHost, driver or franchise earnings where applicable.

18. Tax & Credit Notes+

18.1Where a tax invoice has been issued, a refund is accompanied by a credit note referencing the original invoice.
18.2VAT treatment of refunds, cancellation charges and deposits, and eTIMS credit-note requirements, are Legal review required and subject to tax adviser confirmation.
18.3Customers receive an updated receipt showing the original amount, the refund and the net amount paid.

19. E-Shop+

19.1Faulty, damaged or wrongly supplied goods may be returned for repair, replacement or refund.
19.2Return windows for goods that are not faulty are to be confirmed. Statutory rights for defective goods are Legal review required.

20. Chargebacks & Fraud+

20.1Customers are encouraged to contact AutoGo before raising a card chargeback, as this is usually faster. Raising a chargeback does not waive any right.
20.2Where a chargeback is raised and a refund has also been paid, AutoGo may recover the duplicated amount.
20.3AutoGo may delay or decline refunds where there is evidence of fraud or abuse, and will record the reason. Such decisions remain open to review under section 21.

21. Disputes+

21.1A customer, CarHost or driver may ask for a refund decision to be reviewed by replying with the Refund Case reference within to be confirmed days.
21.2Reviews are handled by a senior team member not involved in the original decision.
21.3AutoGo's decisions are not final and binding on customers. Customers keep the right to complain to the relevant authorities or to seek remedies before the courts or tribunals of Kenya. Legal review required

22. Data Protection+

22.1AutoGo processes personal data in refund cases (such as name, phone number, payment references and evidence) only to assess, pay and account for refunds, prevent fraud and meet legal obligations, in line with the Data Protection Act.
22.2Refund and payment records are retained for the period required by tax and accounting law: Legal review required.
22.3Card numbers are not stored by AutoGo. Payment details are shared with payment providers only as needed to execute the refund.

23. Force Majeure+

23.1Where a booking cannot proceed because of events beyond the reasonable control of the parties (for example natural disasters, government restrictions or civil unrest), the customer may choose to reschedule or receive a refund.
23.2Whether any amount may be retained in force majeure events is Legal review required.

24. Policy Changes+

24.1AutoGo may update this Policy. The version and effective date are shown at the top of this page.
24.2The version in force when a booking was confirmed applies to that booking, unless a later version is more favourable to the customer.
24.3Material changes are notified to users in advance of taking effect: notice period to be confirmed.

25. Contact & Complaints+

25.1Refund questions and complaints can be sent to the AutoGo support team using the details shown on this page. Please include your booking or Refund Case reference.
25.2AutoGo's registered business name and address will be published here once approved.

Frequently asked questions

How do I request a refund?+

Open the booking in My bookings, choose "Request refund", pick a reason and send it. You get a reference number straight away.

Is my refund automatic?+

No. A member of the AutoGo team checks every request. Large amounts or manually adjusted amounts also need a second approver.

How long does it take?+

After approval, M-Pesa refunds usually arrive faster than card refunds, which depend on your bank. Exact timelines are to be confirmed.

Can the refund go to a different number?+

Normally no. To protect you from fraud, refunds go back to the original payment method. Exceptions need identity checks and team approval.

I was charged twice. What happens?+

The duplicate payment is returned in full once it is confirmed against the payment provider records.

What if I disagree with the decision?+

Reply with your refund reference to ask for a review by a senior team member. This does not affect your right to complain to the relevant authorities.

Do CarHosts and drivers lose money when I get a refund?+

It depends on who caused the cancellation. The effect on their earnings is explained in sections 7, 9 and 11.

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