Refund Policy

1. What you pay, and to whom

• Rovya's service fee: paid to us (M-Pesa or card, through Paystack) to confirm your order. This policy covers this fee.
• The part: paid to the dealer when you collect it. Returns and refunds for the part are between you and the dealer (section 5), and we help if there's a problem.

2. When we refund our fee in full

• The dealer doesn't have the part when you arrive, or cancels the order.
• The dealer asks for more than the price confirmed in your order.
• The part isn't what was confirmed (a different part, or aftermarket when genuine was confirmed) and you decide not to buy it.
• The dealer's shop is closed during the opening hours they gave us, or the location is wrong.
• You were charged twice, or charged because of a technical error.

If you'd rather keep going, we can instead find you another verified dealer for the same part at no extra fee. Your choice.

3. When the fee isn't refunded

• You change your mind after paying, once we've matched you and told the dealer you're coming. If you cancel within 30 minutes of paying, tell us and we'll refund the fee once as a goodwill gesture.
• You don't collect within 2 working days of paying, unless you agreed a later time with the dealer through us.
• The part matches what was confirmed but turns out not to fit because the vehicle details you gave were wrong. We'll still help you find the right part.
• You bought the part and later have a problem with it. That's a return with the dealer (section 5).

4. How to ask for a refund

• Message us on WhatsApp or the website chat within 48 hours of the problem, with your order number or the phone number you used.
• Tell us what happened. A photo of the part or the shop helps us decide faster.
• We check with the dealer and give you an answer within 2 working days.
• Approved refunds go back the way you paid: M-Pesa usually within 3 working days, cards within 5–10 working days depending on your bank.

5. Returns and refunds for the part

The dealer sold you the part, so the dealer handles returns, exchanges and warranty, under their own policy and Kenyan consumer law, including the Consumer Protection Act, 2012. Ask about their return policy and warranty before you pay, and keep your receipt.

If a dealer won't deal with a genuine problem, tell us. We'll contact them, and dealers who don't treat customers fairly can lose their verified status.

6. Fair use

We may refuse refunds where we see abuse, such as repeated claims, false reports, or orders placed and cancelled to cause trouble for a dealer.

7. Your rights

This policy adds to, and doesn't take away, any rights you have under Kenyan law. If you're not happy with our decision, reply to our message and a different team member will review it.