Refund and Cancellation Policy

1. Purpose

This policy establishes the requirements and procedures for the cancellation of services, processing of refunds, and re-inspection arrangements for services provided by Africa Automotive Analysis Limited (AAA).

The policy is intended to ensure that cancellations, refunds, and re-inspections are handled consistently, fairly, transparently, and with appropriate financial controls, including payments made through AAA's payment platform.

2. Scope

This policy applies to all clients who make payments to Africa Automotive Analysis Limited (AAA) for vehicle inspection services.

It covers payments made through AAA's approved payment methods, including bank/card payments, Airtel Money, MTN Mobile Money, and the online payment platform. Cash payments may only be accepted where electronic payment systems are unavailable or where otherwise authorized by Top Management.

3. Cancellation of Services

A client may request cancellation of a service before the service has commenced.

Where the vehicle inspection has already commenced or has been completed, the service shall be considered to have been rendered and the payment shall generally not be refundable.

Where appropriate, AAA may allow a client to reschedule the service instead of cancelling it.

Cancellation requests shall be subject to verification by AAA's Top Management.

4. Eligibility for Refunds

A client may be eligible for a refund under the following circumstances:

1. A duplicate payment was made for the same service (Vehicle).
2. An incorrect amount was paid as a result of a payment or system error.
3. Payment was successfully deducted from the client's account, but the corresponding transaction or service was not successfully processed.
4. AAA is unable to provide the service for which payment was made.
5. The client cancels the service before the inspection has commenced.
6. Any other exceptional circumstance reviewed and approved by AAA Top Management.

All refund requests must be submitted within thirty (30) days from the date of payment. Refund requests received after thirty (30) days may only be considered under exceptional circumstances and shall be subject to Top Management approval.

All refunds shall be subject to verification and authorization by Top Management before payment is processed.

5. Non-Refundable Circumstances

A refund shall generally not be provided where:

1. The vehicle inspection has already been completed.
2. The client fails to meet the applicable inspection requirements after the inspection service has been provided.
3. The vehicle fails the inspection.
4. The client provides incorrect or incomplete information that results in the service being processed incorrectly, unless otherwise approved by AAA.
5. There is evidence of fraud, abuse, or misuse of the payment or refund process.
6. The refund request is submitted more than thirty (30) days after the date of payment, unless exceptional circumstances are approved by Top Management.

6. Failed Vehicle Inspections

Where a vehicle fails an inspection, the inspection fee shall not be refundable.

The inspection fee is charged for the inspection service performed by AAA and does not guarantee that a vehicle will pass the inspection.

A client whose vehicle fails an inspection shall be informed of the identified defects or areas of non-compliance. The client may correct the identified defects and return the vehicle to AAA for re-inspection.

The applicable re-inspection fee shall depend on the period within which the vehicle is returned.

7. Re-Inspection Fees

The re-inspection period shall be calculated from the date of the initial failed inspection. The following fees shall apply:

A vehicle returned for re-inspection within fourteen (14) days of the initial failed inspection shall be re-inspected at no additional charge.

Where the vehicle is returned between fifteen (15) and thirty (30) days, the client shall pay 50% of the applicable standard inspection fee.

Where the vehicle is returned after thirty (30) days, the client shall pay 100% of the applicable standard inspection fee.

8. Refund Request Procedure

A client requesting a refund shall submit the request to AAA within thirty (30) days from the date of payment.

The client shall provide sufficient information to enable AAA to verify the transaction, including, where applicable:

• Client's full name and contact detail,
• Agent's full name and contact details, where the transaction was made through an agent,
• Relevant vehicle documents including Invoice, Export Certificate and stamped (ZCSA) detailed declaration form,
• Proof of payment,
• Transaction or payment reference number,
• Amount paid,
• Date of payment, and
• Reason for requesting the refund.

AAA may request additional information or supporting documentation where necessary to verify the refund request.

9. Review and Approval of Refunds

All refund requests shall be reviewed and verified by Top Management before approval.

Verification shall include confirmation of the payment, the service paid for, whether the service has commenced or been completed, and the reason for the refund request.

No refund shall be processed without appropriate authorization.

Where a refund request is rejected, the client shall be informed of the decision and the reason for the rejection.

10. Processing of Approved Refunds

Once a refund has been approved, AAA shall initiate the refund using an appropriate payment method.

Where practicable, refunds shall be made through the same payment method used for the original transaction.

The period required for the refunded amount to reflect in the client's account may depend on the bank, mobile money provider, or other payment service provider involved.

Where payment-provider transaction charges are non-refundable, any applicable deduction shall be communicated to the client before the refund is processed.

11. Failed, Duplicate or Erroneous Online Payments

Where a client experiences a failed, duplicate, or erroneous online payment, the client should notify AAA and provide the relevant transaction details.

AAA shall verify the transaction against its payment and service records.

Where a duplicate or erroneous payment is confirmed, AAA shall arrange for the appropriate correction or refund in accordance with this policy.

A failed payment transaction where funds have not been successfully received by AAA shall not be treated as a refund. The client may be required to follow up with the relevant bank or payment service provider.

12. Service Disruption by AAA

Where AAA is unable to provide a paid service due to circumstances such as equipment failure, system failure, temporary suspension of inspection services, or other operational circumstances, the client may be offered either:

1. Rescheduling of the service at no additional charge, or
2. A refund of the amount paid where the service cannot reasonably be rescheduled or the client does not wish to reschedule.

Such refunds shall be processed in accordance with the approval requirements established under this policy.

13. Fraudulent or Abusive Refund Requests

AAA reserves the right to reject a refund request where there is reasonable evidence of fraud, misrepresentation, abuse, or misuse of the Company's payment or refund process.

Suspected fraudulent transactions may be referred for further investigation and handled in accordance with applicable Company procedures and legal requirements.

14. Client Communication

AAA shall communicate the outcome of a cancellation or refund request to the client using the contact information provided by the client.

Where additional information is required to process the request, the client shall be informed accordingly.

Where a refund request is declined, AAA shall communicate the reason for the decision to the client.

15. Records

AAA shall maintain appropriate records of refund and cancellation requests, approvals, rejected requests, payments, and related supporting documentation in accordance with the Company's applicable document and record-control requirements.

16. Communication and Availability of the Policy

AAA shall ensure that this Refund and Cancellation Policy is communicated to clients and made readily available for reference.

17. Policy Review

This policy shall be reviewed periodically and whenever there are significant changes to AAA's services, payment systems, financial procedures, applicable requirements, or operational processes.