Refund Policy
Vebarua (“Vebarua”, “we”, “us”, or “our”) operates a digital platform that connects clients with independent domestic workers across Kenya.
All bookings are prepaid through the Vebarua app. Each payment includes:
- Service Amount – The amount payable to the worker for completing the job.
- Vebarua Service Charge (Platform Commission) – Vebarua’s commission for facilitating the booking, providing payment processing, customer support, and platform operations.
By confirming a booking, you agree to this Refund Policy.
1. Payment Structure
Each booking total consists of:
Service Amount + Vebarua Service Charge (Platform Commission)
The Service Amount + Vebarua Service Charge is charged at checkout via M-Pesa or other supported payment methods.
2. Full Refund Eligibility
A client qualifies for a full refund in the following cases:
2.1 Vebarua Cancellation
- No available workers
- Safety concerns
Client receives a full refund of the total amount paid.
2.2 Verified Payment Error
- Duplicate charge should it occur
The excess amount will be refunded within 24–48 hours.
2.3 Worker Unfit for Service
- Intoxication
- Refusal of agreed scope
- Inability to perform booked service
Subject to investigation, client may receive a full refund or free reassignment.
3. Partial Refund Eligibility
3.1 Worker No-Show
- Worker does not arrive within 1.5 hours of scheduled start time
- Worker fails to communicate a delay
Client may request a refund of Service Amount or immediate reassignment at no extra charge.
3.2 Worker Leaves Early
- Unused portion of the Service Amount refunded proportionally
- Vebarua Service Charge will not be refunded. The client may receive a free worker reassignment.
3.3 Verified Service Quality Issue
- Partial refund
- Service credit
- Free rebooking
Complaints must be raised before confirming job completion.
4. Non-Refundable Situations
4.1 Late Client Cancellation
If cancellation occurs less than 2 hours before scheduled start time:
- Vebarua Service Charge (Platform Commission) is non-refundable
- Service Amount may be partially refunded depending on timing
4.2 Completed Job Without Complaint
If service is completed and confirmed by client, the payment is considered final.
4.3 Change of Mind After Work Begins
- No refund for time already worked
- Vebarua Service Charge remains non-refundable
5. Cancellation Policy
| Time Before Scheduled Job | Refund Treatment |
|---|---|
| 4+ hours | Service Amount refund to Client; Vebarua Service Charge non-refundable |
| 2-4 hours | 50% Service Amount refund to Client; 30% Service Amount paid to Worker; Vebarua Service Charge non-refundable |
| Less than 2 hours | Full Service Amount paid to worker; Vebarua Service Charge non-refundable |
Refund breakdown is displayed before cancellation confirmation in the app.
6. Refund Processing
6.1 Service Charge
- M-Pesa reversal (where applicable)
- M-Pesa B2C payout
Processing time: 24–48 hours (up to 2 business days depending on payment systems).
6.2 Service Amount
- M-Pesa reversal (where applicable)
- M-Pesa B2C payout
Processing time: 24–48 hours (up to 2 business days depending on payment systems).
7. Dispute Resolution
- Submit complaint in-app
- Provide supporting evidence if requested
- Vebarua may contact both client and worker
- Decision is typically issued within 24 hours
Repeated false or abusive refund claims may result in account suspension.
8. Fraud & Abuse Prevention
- Decline refunds in cases of suspected abuse
- Suspend accounts engaging in repeated cancellations
- Investigate suspicious booking patterns
9. Policy Updates
Vebarua may update this Refund Policy at any time. Updates will be posted on the website and in the app. Continued use of the platform constitutes acceptance of any updates.