1. Summary
| When you cancel | Charge |
|---|---|
| Before a vehicle is assigned (status "New request", "Confirmed" or "Partner offered") | Free. Cancel in the Client Portal in one tap. |
| After a vehicle is assigned, before it leaves for pickup | Free if more than 2 hours before the booked time; otherwise 25% of the confirmed price |
| Driver already on the way to pickup | 50% of the confirmed price |
| Vehicle at pickup, or goods not ready / no one to hand over after 60 minutes (no-show) | 100% of the base fee plus waiting time |
| Goods refused or not collectable at delivery and returned | Original price plus the return trip at standard rates |
Charges are excluding VAT. Agreed contract terms with your company take priority over this table.
2. How to cancel
- Before assignment: open the job in the Client Portal and tap Cancel.
- After assignment: call or WhatsApp our operations team. Cancellations are timed from when we receive your call or message.
3. If we cancel or cannot serve you
- If we cannot find a suitable vehicle, we will tell you before the confirmation deadline and offer another time or category. There is no charge.
- If we cancel a confirmed job for reasons within our control, there is no charge. We will try to arrange a replacement vehicle at no extra cost.
- Delays caused by events outside our control (see the Terms) are not treated as cancellations by us.
4. Refunds and credits
- Prepaid jobs cancelled free of charge are refunded in full to the original payment method (M-Pesa or bank) within 7 working days.
- Disputes: raise a dispute in the Client Portal within 48 hours of delivery. Where we find the service fell short (for example late delivery against a guaranteed time, or a shortage we are responsible for), we issue a credit note against your invoice or a refund.
- Damage or loss claims are handled under the liability section of the Terms.
- Overpayments are refunded or held as credit on your account, as you choose.
5. Partner listing fees
The partner listing fee (KSh 10,000, annual) covers vetting and listing. It is not refundable once your application has been reviewed, including if the application is declined because documents are invalid. If you pay twice by mistake, or we cancel the partner programme, we refund the extra or unused amount.
6. Questions
Email info@arex-spectrum.co.ke or use the contact form. Include the job reference (for example J261105-ABCD).