Partner Refund Policy

This Refund Policy covers refunds for fees you pay to Francton LLC, operating as Garisea, for use of the Garisea Partner dashboard at partner.garisea.com. That includes:

• Subscription tier fees (monthly or annual).
• Prepaid packs — Lead Packs (Finance/Insurance partners), Advertising Packs, Placement Packs, and Takeover days (visibility partners: Service Centre, Auto Parts, Detailing/Wraps/PPF, Other).
• One-time wallet top-ups.
• Verification badges that are bundled with a paid subscription tier.

This policy does not cover transactions between you and end customers (for example, a loan, insurance policy, service job, or parts sale you conduct through leads generated on Garisea). Garisea is a marketplace facilitator, not a party to those transactions. Customer-facing refunds, service disputes, and post-sale issues are between you and the customer under the agreement you enter at the point of service.

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

• Cooling-off window— every paid Garisea charge carries a 7-day cooling-off window during which you can request a full refund without giving a reason, provided the related credits, impressions, or subscription benefits haven't been consumed.
• Consumption is irreversible— once you've spent ad credit on impressions or clicks, used pack credits, or received a delivered lead, those amounts can't be refunded. The customer impression or lead contact actually happened — we can't un-deliver it.
• Refund method — refunds are issued to the original payment method, to wallet credit, or as a billing adjustment, depending on what works for the situation. Card refunds typically settle in 5–10 business days; wallet credit is instant.
• KRA tax credit notes — where the original payment generated a KRA-compliant tax invoice, the refund is accompanied by a matching credit note that reverses the recorded VAT. Keep both for your KRA filings.
• 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 Monthly subscriptions

• Cooling-off (first 7 days of the cycle). Email [email protected] with the words “refund subscription” within 7 days of the charge and we'll refund the unused portion in full and return you to the previous tier (or to Free). No reason required.
• After 7 days. Unused subscription time is not automatically refundable. You can cancel from Settings → Billing at any time — billing stops at the end of the current period and your account stays on the paid tier until then.
• Pro-rata refunds after the cooling-off window are at Garisea's discretion and granted only for documented platform issues that prevented you from using the tier — sustained downtime, missing functionality you paid for, billing errors.

3.2 Annual subscriptions

• Annual prepayments include a discount (2 months free).
• Refunds within the 7-day cooling-off window are full, same as monthly.
• After the cooling-off window, early cancellation does not trigger a refund of the remaining months. The discount is the consideration for the annual commitment.
• For force-majeure or sustained Garisea-side platform issues, we may issue a pro-rata refund as wallet credit at our discretion.

3.3 Trial-to-paid conversions

The first 7 days after a trial converts to a paid subscription count as the cooling-off window for that paid subscription. If you didn't realize the trial converted and ask for a refund within 7 days, we'll refund in full and return you to Free. Trials themselves do not generate a charge and so do not need refunding.

3.4 Tier downgrades

Voluntary downgrades take effect at the end of the current paid period — they do not trigger a refund of the difference. Upgrades take effect immediately and are pro-rated (you pay only the difference for the remainder of the cycle).

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

4.1 Lead Packs (Finance & Insurance Partners)

• Unused (no leads delivered) — refundable in full within 7 days of purchase. Partner lead-pack purchases are visible to Garisea admins and are eligible for refund processing through your partner account.
• Partially consumed — non-refundable. Each delivered lead is a customer who expressed interest in your financial or insurance product and whose details you received.
• Invalid leads — successfully disputed leads (fake, bot, off-topic, spam) are credited back to your monthly quota or wallet. See §6 below.

4.2 Advertising Packs & Placement Packs

• Unused balance — refundable within 7 days if no ad spend has settled against impressions or clicks on the linked campaign.
• Spend that has settled against impressions or clicks — non-refundable. The customer screens actually rendered the ad.
• Garisea-paused campaigns — if Garisea pauses or removes a campaign for policy reasons (creative-fit, AUP violation), any unspent budget for that campaign is returned to your wallet on the day the action completes.
• Suspected ad fraud (click bombing, invalid traffic) — Garisea investigates. If confirmed, the matching spend is refunded as wallet credit.
• Performance complaints— “the campaign didn't convert well” is not a refund ground. Campaign tuning, targeting, and creative are the partner's responsibility.

4.3 Takeover Days

• Pre-scheduled takeovers — refundable in full if cancelled at least 48 hours before the takeover window begins.
• Within 48 hours of the window— non-refundable. We've already committed the placement and turned away other partners for the slot.
• Live takeovers — non-refundable once the window has started.

4.4 General — credit expiry

Pack credits do not expire and are not lost when you downgrade your subscription — they sit in your wallet until consumed. Downgrade does not by itself trigger a refund.

• Unspent top-ups — refundable within 7 days of the top-up provided no credit from that top-up has been consumed against a campaign, pack, or subscription. Email [email protected] with “refund top-up” and the iPay reference.
• Partially spent top-ups — only the unspent balance is refundable, and only if no campaign-side spend or pack purchase has been consumed against the original top-up within the 7-day window.
• Auto-pause refunds— when your wallet falls below the auto-pause threshold (default Ksh 300) and campaigns pause, the remaining wallet balance stays available; it's not refunded automatically (you can top up to resume, or request a withdrawal under the rules above).
• Withdrawal to bank — wallet balance is platform credit, not a cash deposit. Direct withdrawals to a bank account are not generally supported except in the limited refund cases described in this policy.

If a delivered lead is fake, bot-generated, off-topic, spam, or otherwise invalid, you can dispute it from the lead detail screen within 14 days of delivery.

• Confirmed-invalid leads— credited back to your monthly tier quota or, if you've already consumed a Lead Pack credit for that lead, returned to your pack balance.
• Disputes that don't meet the bar(a real customer who simply didn't proceed, an enquiry that went cold, an unqualified prospect) — not granted. “Didn't convert” is not the same as “invalid.”
• Repeat baseless disputes — sustained below-threshold dispute approval rates may count against the partner account in moderation and may eventually limit access to the dispute tool.
• Outcome timing — Garisea targets resolution within 5 business days. Complex disputes (those needing customer follow-up) may take longer; the dispute stays open until resolved.

Badges are not sold separately from subscriptions. Where a higher badge is included with a paid tier and that subscription is refunded under §3, the badge is removed as part of the cancellation. Badges that have been revoked for cause (fraud, AUP violations, false statements during verification) do not entitle the partner to a refund of any associated subscription period — see Partner Terms §6.

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 partner account — we issue refunds proactively without requiring you to file a claim. We may issue them as wallet credit, as a billing adjustment for the next cycle, or back to the original payment method, depending on what works for the situation. 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 partner account is automatically suspended pending resolution.
• Active campaigns and lead-pack access linked to your account are paused 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 Partner Terms §13.

We strongly prefer that you email [email protected] first. Most issues that would otherwise become chargebacks are resolvable directly and faster.

If a customer asks youfor a refund on a loan, insurance product, service, or parts purchase they completed through a lead from Garisea, that is between you and the customer under the agreement you entered at the point of service. 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 platform that connected you — once the transaction moves off-platform, so does the dispute. We recommend you put refund and service terms in writing before completing every engagement.

• Wallet credit — applied immediately on approval. Visible in Billing → Wallet within seconds.
• Card refunds via iPay — initiated on approval; typically settle in your statement in 5–10 business days, depending on your bank.
• M-Pesa reversals via iPay — initiated on approval; typically reflected within 24–72 hours, depending on Safaricom processing.
• Billing adjustments — for subscriptions mid-cycle, may be applied as a credit against your next invoice rather than a cash-out refund.
• 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.

Every Garisea payment that generates a KRA-compliant tax invoice includes VAT (currently 16%, configurable in admin Settings). When a payment is refunded, Garisea issues a matching credit note that reverses the recorded VAT in the same period, downloadable from Billing → Invoices. Use both documents when filing with KRA. If a credit note is issued in a later period than the original invoice, reflect the reversal in the period of the credit note as required by the Tax Procedures Act and the VAT Act. Garisea does not act as your tax agent; for bespoke filing advice consult a KRA-registered tax practitioner.

• All refunds are issued in Kenya Shillings (KES), the original payment currency.
• If your card was charged in a non-KES currency due to bank-side FX conversion, the refund is issued 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: [email protected]. Include your partner organisation name, the order or invoice ID, the refund type (subscription / pack / wallet / dispute / platform issue), and a short description. The faster we have those, the faster you have your money back. For escalations: [email protected].