Refund Policy

This Refund Policy explains how Kepler handles refund requests for payments made through the platform, including Construction and Building Supplies, Home Services, Vehicles and Equipment Hire, Projects, Property-related services, and other approved Kepler transactions.

1. General refund principle

A refund may be considered where a payment was made in error, duplicated, overpaid, attached to a failed transaction, or where Kepler is unable to fulfil the confirmed service or order under the agreed terms.

2. Non-refundable or partially refundable costs

• Costs already incurred for procurement, supplier reservation, transport, mobilization, inspection, labour, design, planning, administration, or third-party charges may be deducted.
• Payment processor fees, bank charges, mobile money charges, gateway fees, and transfer deductions may be non-refundable where already incurred.
• Discounts, vouchers, rewards, or points used in a transaction may be reversed or adjusted before any refund is processed.

3. Construction and Building Supplies

• Refunds for CBS orders depend on supplier acceptance, procurement stage, delivery stage, product availability, and whether materials have already been purchased or dispatched.
• Special-order, custom, sourced-on-request, bulky, delivered, or supplier-confirmed items may be non-refundable or subject to restocking, transport, or handling charges.
• Where a quote is accepted and procurement has started, Kepler may deduct costs already committed.

4. Home Services

• Bookings cancelled before technician assignment or before service preparation may qualify for full or partial refund.
• Bookings cancelled after technician assignment, site travel, procurement of materials, or service preparation may attract deductions.
• If a service has already been completed, refunds are generally not available unless Kepler confirms a service failure that requires correction or compensation.

5. Vehicles and Equipment Hire

• Vehicle rental or equipment hire refunds depend on reservation status, dispatch status, mobilization, operator allocation, transport costs, and hire terms.
• Cancellation after approval, reservation, dispatch, or mobilization may attract cancellation charges.
• Client-caused delays, wrong location details, site access failure, unsafe conditions, or changed scope may reduce or remove refund eligibility.

6. Projects and milestone payments

• Project deposits, milestone payments, planning fees, design coordination, site preparation, procurement, labour mobilization, and works already performed may be non-refundable.
• Where a project is cancelled, Kepler may reconcile the account based on work completed, materials procured, commitments made, approved variations, and outstanding balances.
• Any refund due will be calculated after deducting valid costs, commitments, and recoverable charges.

7. Property-related services

• Assisted viewing fees may be non-refundable once coordination, agent assignment, landlord contact, viewing preparation, or field movement has started.
• Premium listing, verification, property acceptance, or related fees may be reviewed based on the service stage and work already performed.

8. Incorrect, duplicate, or failed payments

• Duplicate payments, wrong references, excess payments, and failed-order payments should be reported immediately with proof of payment.
• Kepler may request bank/mobile money statements, transaction IDs, payer details, screenshots, or confirmation from the payment provider before approving a refund.
• Refunds can only be made to the verified original payer or another approved account after verification.

9. Refund timelines

Approved refunds are normally processed within 7 to 14 business days after verification and approval. Actual receipt may depend on the bank, mobile money provider, card issuer, payment gateway, or other payment processor.

10. Rewards, points, and vouchers

Where a refunded transaction earned points, rewards, vouchers, discounts, or promotional benefits, Kepler may reverse or adjust those benefits before processing the refund.

11. How to request a refund

To request a refund, contact Kepler with your name, phone number, payment reference, transaction ID, amount paid, service/order reference, and reason for the refund request.

12. Final decision

Kepler may approve, reject, partially approve, or request further verification for any refund request. This policy should be read together with the Terms of Use, quotation terms, invoice terms, and any module-specific terms accepted by the user.