1. Introduction
Zaruni Ltd. ("Zaruni", "we", "our", "us") operates a trust-enforced transaction lock system. Because all transaction states initiated through the Zaruni super-app are locked in a digital ledger provisional hold facilitated by our licensed payment partners, refunds are not determined by simple user requests, but are governed by active transaction states, verification logs, and mediator review.
This Refund & Reversal Policy ("Policy") governs all transactions on the Zaruni Platform, including Marketplace orders (B2C/C2C/Dropshipping), Jobs gig payments, Deliver courier services, and Fix-It service bookings.
2. Transaction Lock States and Refund Rules
Refund availability depends on the state of the transaction inside the Zaruni Trust Engine:
| Transaction State | Fulfillment Progress | Refund & Reversal Rule |
|---|---|---|
| Draft / Pending | Transaction created but not backed. | No funds locked. Payer may cancel without penalty. |
| Backed (Locked) | Payer authorized the transaction, but work or dispatch has not started. | Full reversal to Payer is guaranteed if cancelled. Payer receives 100% of KES back to Ledger Balance. |
| Active / Dispatched | Courier is en route, or worker has checked in via GPS. | Mutual consent required to cancel. Payer and Payee must agree on a partial release, or open a support dispute. |
| Fulfilling (Work Evidence Uploaded) | Worker/provider submitted completion proof. | Transaction hold remains locked. Refund is unavailable unless Payer rejects evidence and starts a formal dispute within the 24-hour review window. |
| Completed (Released) | QR code scanned or confirmation released. | Final and non-reversible. Funds have been moved to the Payee's ledger balance. Refunds are not possible unless major identity theft or merchant fraud is proven. |
3. Specific Rules by Service Module
3.1 Marketplace (B2C, C2C, and Dropshipping)
- Non-Delivery: If a seller/supplier fails to dispatch an item within the agreed SLA window, the transaction is auto-cancelled, and funds return to the buyer's Ledger Balance.
- Wrong/Damaged Items: Buyers must inspect packages before scanning the handoff QR code. Once the handoff QR is scanned, the package is deemed accepted. If the package was delivered by an off-platform method and is incorrect, the buyer must open a dispute within 24 hours of receiving the parcel.
- Reseller Returns: In dropshipping, the reseller is responsible for coordinating returns with the supplier. Refunds are tracked as held in provisional lock by our licensed payment partners until the supplier confirms receipt of the returned item.
3.2 Jobs and Gig Work
- Worker No-Show: If a worker fails to check in at the designated GPS coordinates within 30 minutes of the job start time, the employer may cancel the job for a 100% refund. The worker's Trust Score will be penalized.
- Incomplete Work: If an employer rejects work evidence, the Dispute Team will review the submitted photo/text evidence. If the worker failed to complete the task description, the funds are reversed to the employer's Ledger Balance.
- Employer Cancellation: If an employer cancels a job after a worker checked in and started working, the worker is entitled to a prorated payment for hours worked, evaluated by GPS durations.
3.3 Deliver (Logistics)
- Recipient Refusal: If a recipient refuses to accept a package, the courier must return the item to the sender. Delivery fees are paid to the courier from transaction holds, and the item value hold is reversed to the buyer.
- Package Loss/Damage: If a courier damages or loses a package, the locked item value is reversed to the buyer, and the courier's Ledger Balance is debited for the lost value. Regional Logistics Cell members may be audited.
3.4 Fix-It (Services)
- Service Rejection: If a fundi's service fails to meet standard guidelines, the client must submit photo evidence. Disputes result in either a partial refund (to cover raw materials used) or a complete reversal based on the severity of the failure.
4. Dispute Review and Evidence Thresholds
When a dispute is opened, our Resolution Team evaluates objective evidence stored on the Zaruni ledger. We do not accept off-platform claims. The following evidence thresholds apply:
- GPS Location Logs: We verify PostGIS check-ins and courier tracks. If a courier claims delivery but logs show they were never within 50 meters of the handoff point, the claim is rejected.
- QR Code & OTP Logs: Scanning a handoff QR code constitutes absolute proof of receipt. Claims of non-receipt after a valid QR scan are automatically denied.
- In-App Chat Transcripts: All agreements (price adjustments, timeline extensions) must be in the official chat. We ignore screenshots of external WhatsApp or SMS communications.
- Evidence Photos: Before/after photos submitted during job checkout or service completion must be clear and match the coordinates. Blurry, placeholder, or unrelated images are treated as fraudulent evidence.
5. Reversals and System Failures
In cases of network outages or partner payment gateway errors:
- Daraja API Timeouts: If Safaricom M-Pesa debits your phone but the Zaruni digital transactional ledger fails to reflect the updated state within 15 minutes, our automated reconcile engine triggers a ledger update request to our payment partners. If the reconciliation fails, contact [email protected] with the M-Pesa transaction reference for manual review.
- Duplicate Ledger Locks: If an API timeout causes duplicate ledger updates for a single transaction, the extra lock is reversed back to your active Ledger Balance within 2 hours.
6. Refund Processing and Settle/Transfer
- Ledger Refunds: Approved refunds are credited to your Zaruni Ledger Balance instantly.
- M-Pesa Settle/Transfer: Once reversed to your Ledger Balance, you can settle KES to M-Pesa. Standard mobile money transaction rules and carrier fees apply. Transfer limit holds apply based on your Zaruni ID verification tier (Bronze/Silver/Gold).
7. Policy Changes
We reserve the right to modify this Refund & Reversal Policy. Changes are announced on the Platform. The version active at the time of transaction backing applies to that transaction.
8. Contact Us
For transaction claims or dispute inquiries, reach us at:
Zaruni Ltd.
Email: [email protected]
Ledger Resolutions: [email protected]